PROFESSIONAL SUMMARY:

• Around 7 years of experience in IT and 4 years in IT Service Management / Service Delivery as Service Now Analyst.
• Consistently deliver major technology projects in record time and within budget through focused leadership, exceptional team building, comprehensive training, IT strategy planning strengths and capacity to implement cutting - edge technological solutions and growth-oriented business practices.
• Service Now Technology Analyst with experience on implementing end-to-end Service Catalog, Incident Management, Knowledge Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.
• Expertise in Design and configure ITSM (incident, change and problem) in Service-Now.
• Enhanced the ESS portal for End users to reflect best customer service from the service management team, through chat sessions enablement from end users and from service desk to support teams.
• Excellent expertise in developing and maintaining Service Catalog Items.
• Demonstrated project management skills and experience working directly with customers and clients.
• Lead 3 different Service Now transitions at 2 reputed organizations.
• Possess integrated understanding of technical, functional and 3rd party application integrations of Service Now tool.
• Managed key technology platform implementations which include but does not limit too core banking uplift, treasury system, trade finance, cash management & digital banking.
• Have managed major integrations during mergers in record time delivering a single organization feel.
• Proficient in operational assessment, contingency planning, troubleshooting, resource allocation/maximization, cost-benefit analysis and IT governance/control.
• Proven ability to communicate on both business and technology issues, bridging comprehension gap between pure business people and technologists to build consensus and help business understand technology efforts.
• Recognized for commitment to customers, motivational team leadership and ability to consistently achieve results despite change and challenges.
• Experience in resolving user issues through analysis of knowledge bases, identifying problem area and implementing strategic solutions.
• Good understanding of cloud technologies, web applications, networks, protocols and email (SMTP).
• Good experience working in a mature organization and understands how to operate policies and procedures.
• Functional knowledge and implementation experience of ITSM frameworks.
• Strong team player, ability to work independently and in a team as well, ability to adapt to a rapidly changing environment, commitment towards learning, Possess excellent communication, project management, documentation, interpersonal skills.

TECHNICAL SKILLS:

ITIL / ITSM tools: ServiceNow, Servicenow (helsinki), BMC Remedy, HP Service Manager, HP Kintana

ITIL / ITSM Processes and Functions: Service Desk

Service Strategy Process Areas: IT Financial Management, Demand Management.

Service Design Process Areas: Service Catalog Management, Service Level Management, Capacity Management, Availability Management, Supplier Management, IT Service Continuity Management, Information Security Management.

Service Transition Process Areas: Change Management, Service Asset & Configuration Management, Knowledge Management, Transition Planning & Support, Release & Deployment Management, Service Validation & Testing, Evaluation Management.

Service Operations Process Areas: Event Management, Incident Management, Request Fulfillment, Access Management, Problem Management

Other Technology: Microsoft Visio, Microsoft Excel, Microsoft Projects, Microsoft Share point, Microsoft Power Point, Microsoft word, Data Stage, SAP MII, HP Quality Center, Visual Basic, Java Script, VB Script, PHP, XML, Microsoft .net, Java, Microsoft SQL Server, Oracle, MySQL

PROFESSIONAL EXPERIENCE:

Consultant - Service Now Admin/Developer

Confidential

Responsibilities:

• Lead the ITSM Tools Team in ServiceNow requirements, development and deployment.
• Use Agile processes to work through the SDLC module, creating releases, stories, changes, test cases, defects, and enhancements.
• Defining the functional specification to be built in Service Now Tool.
• Lead upgrade of ServiceNow for analysis and process improvements for CMDB configuration and maintenance.
• Gather business requirements for enhancements, defects, and ad hoc requests and create specifications for developers and quality testing.
• Translate the business and user requirements into system requirements.
• Work with stakeholders to define requirements and ensure accurate development.
• Used JavaScript for writing Client scripts and Business rules.
• Development of Service Catalog which includes creating new catalog items, record producers, designing workflows.
• SLA configuration for incident management and change management.
• Worked on creating scheduled imports to import data from SFTP location or Load data into ServiceNow.
• Implemented scheduled import scripts to import multiple files at a time form SFTP location based on the timestamp of the file.
• Configured Inbound Email Actions to create incidents on request.
• Configured SOAP message between two different Service Now Instances.
• Implemented REST webservices for one time dataload between two different ServiceNow instances.
• Email integration including outbound and inbound email actions to create incident and change requests.
• Worked on various Business rules, Script Includes, Client Scripts, UI Policies, UI Actions, Background scripts, SLA, Scheduled Jobs and Scheduled Reports, Workflows.
• Implemented custom application as per the client requirement.
• Worked on Record producers for ensure that the end user would be able to create incidents and required tickets.
• Track defects through story (requirements) creation, sprints, change requests, and release.
• Develop and deliver training for the Test Module for all Subject Matter Experts.
• Liaison with the QA, downstream teams, Vendors, and business users to create and finalize test plan/scenarios.
• Proactively identify and suggest improvement areas for Service Now Operational Support.
• Provide subject matter expertise to support provider as needed. Ensure that business practices are represented in support scripts and incident management activities.
• Use a variety of proto-typing techniques to validate and verify that the proposed solution will meet the business and user requirements.
• Collaborate with business partners to analyze, understand business problem and define acceptance criteria for the proposed solution.
• Ensure that proactive, adaptive, corrective and preventive changes conducted by outsourced service provider are functionally sound and consistent with business needs.
• Defining process based on ITIL V3 best practices.
• Mapping of client processes with the leading industry practices in accordance with ITIL Framework.
• Identifying the gaps in the current skills and ensuring skill enhancement training.
• Extensive Management Reporting that includes Daily, Weekly, and Monthly as well as Quarterly review reports to keep a track of team / individual performance and suggest areas of improvement.
• Provide early life support for smooth transition to the steady state team.

Service-Now Implementation Consultant

Confidential

Responsibilities:

• Develop solution and implementation of deployment roadmap prioritizing the required capabilities into different phases.
• Architecting and designing implementing Service-Now Application not limited to Incident Management, Change Management, Service Request Management, Configuration Management, Event Management, Problem Management and Knowledge Management.
• Develop Service-Now functional requirements specification documents, functional design documents, technical design documents and test cases by translating the functional capabilities.
• Conduct requirement gathering workshops, conduct user Acceptance Testing sessions and conduct training process and Service-Now training sessions.
• Work on ServiceNow configuration activities, review team member work based on best practices. Oversee development activities, perform code reviews and development as required.
• Communicating with end users, identifying their difficulties and changing the applications as per their requirements.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages.
• Designed Workflows, along with standard Workflow templates, which can be reused.
• Strong knowledge of the server side scripting Business rules and Script Includes.
• Handle the tasks of providing guidance to engineering staff on methods, procedures and requirements for entering Configuration items into the CMDB
• Involved in creating scorecards from ServiceNow CMDB.
• Good working knowledge of the technologies web applications, networks, protocols and email (SMTP, POP3).
• Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps.
• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Managed all Change Management Information (ServiceNow).
• Managing ServiceNow (Change Management) ITIL Automate and standardize business processes for all Go-Lives. Consolidating all global IT to a single system of record.

Senior Associate (IT Operations)

Confidential

Responsibilities:

• Overall administration of the Service Now instances. These include Prod, Test instances.
• Support of the Service Now platform, including workflows, and integrations.
• Report results to management, drive the team to meet targets, and escalate issues.
• Assist in preparing requirement specifications and design documents.
• Facilitate the implementation and integration of all modules.
• Facilitate and test all system updates and configuration changes.
• Participate in design review with other team members.
• Configuration of all application UIs, Workflows and notifications.
• Deliver detailed design/architecture plans and solution requirements assessment.
• Provide recommendations for process improvement across all Service-Now modules and custom applications.
• Ensure configuration consistency across development, test and production environments
• Effectively manage and prioritize implementation tasks.
• Experience of handling Bug Fixes and Enhancement requests.
• Knowledge of working with different kind of scripts in Service-Now and their order of execution.
• Experience working with email notifications, inbound actions, reports, gauges, and home pages.
• Developing Functional and Technical Specifications and provide User Training.
• Identify and document functional needs, technical requirements, and specifications for assigned projects.
• Serve as project coordinator on assigned projects handovers.
• Communicate project status/risks/issues effectively with management, end-users, and internal/external technical staff.
• Work with business users to identify and refine business requirements and workflows.
• Serve as a liaison between third-party application/system vendors and users.
• Arrange all business handover documentation into Service Excellence including Incident Management.
• Gather knowledge of IT services and applications and how they related to key business areas or equivalent financial services experience.
• Implemented process maps of various sizes and risk levels simultaneously by following technology operations group, using MS Visio for project tracking and documentation.
• As a senior IT process analyst, my major responsibilities were to develop and lead redesign initiatives, guiding project and cross-functional teams across divestiture business.

IT Operations Consultant

Confidential

Responsibilities:

• Application Health Checks and After-Hours/ On-call Support.
• Liaising with support teams to come up with a process to manage and monitor crucial file transfer processes.
• Hands on with application like BMC Control-M, Informatica, Automate and VMware etc...
• Liaising with any third party teams to assist with file transfer jobs.
• Monitoring the health and performance of all platinum, gold and silver applications by performing PVTs.
• Involved in documenting the process that governs operations desk.
• Performing Data Center checks to check for any faults with servers and NAS boxes.
• Performing server checks and server patching and reboots when required, and installing licensed applications like digital guardian on servers.
• Actively involved in process improvement, by realizing the loopholes in the process and communicating them to management to get it sorted.
• Managing site scope alerts.
• Arrange all business handover documentation into Service Excellence including Incident Management.
• Overall responsibility for the IT ANZ knowledge base and specific responsibility for the accuracy of the Service Excellence articles within the knowledge base.
• Ensure accurate information is available to the Service Excellence team to ensure the service desk, incident management, desk top support and voice infrastructure.
• Offer ongoing support to IT Service Desk leadership through recommendations for improvements.
• Assisting in Infrastructure and Architectural design of new processes and workflows on the Control-M Platform, and also improving the ongoing workflows.
• Understanding and Implementing Changes within accordance to change management processes.

Incident Manager

Confidential

Responsibilities:

• Day to day management of major incidents through the entirety of the incident lifecycle and the transition to problem management.
• Engagement and management of all internal and external support staff during a major incident lifecycle as well as the escalation to senior support managers and leaders.
• Briefing business department leaders of P1 incidents impacting their department.
• Chairing post incident reviews. Including preparing meeting, documenting outcomes, assigning actions, preparing associated reports for both IT & Business leaders, work with problem management to transition action into problem records and complete and ad-hoc reporting required out of the post incident review.
• Ensure service restoration levels are in line with SLAs.
• Classification of incidents based upon a mixture of business impact, business escalations and application criticality.
• Engagement of relevant application, infrastructure, database and vendor support teams.
• Manage and Coordinate multiple support teams working in parallel to perform Investigation and Diagnosis actions.
• Deliver short, informative and regular updates to business stakeholders on a case by case basis.
• Perform escalations with relevant senior support staff and support leaders.
• Work with Support and Business leaders to make quick informed decisions on destructive restoration actions.
• Closure of major incidents and aid in the transition from incident to problem management.
• Identify process gaps and work with Support Leadership to close these identified gaps.
• Assist in coordinating and resolving edge cases which occur outside of classification but cause a substantial impact to the business.