PROFESSIONAL SUMMARY:

• 8+ Years of IT experience in Software Design, Development, Analysis, Testing and Implementation.
• 5.9 years of hands on experience in providing ITIL and IT Service Management Solutions in IT Infrastructure with expertise in the ITSM suite (BMC Remedy and Service - Now)
• Translate client requirements to functional and non-functional requirements; participate in Technical designing and UAT planning.
• Extensive experience in documenting Business requirements and Functional specifications.
• Strong concepts in SDLC and data warehousing.
• Involved in logging of defects and project specifics into HP Application Lifecycle Management tool.
• Performing customer support processes and activities for the implementation of new and existing applications.
• As the SCRUM master, possess extensive experience working in agile methodologies; preparing project charters, preparing iteration documentation, staffing documentation, process flows.
• Well versed with data mining tools, such as Oracle BI and Tableau.
• Responsible for Trend reporting through every quarter.
• Advanced proficiency in Microsoft office - Excel, PowerPoint, Visio and Access.
• Extensive experience in preparing and delivering daily, weekly and monthly performance and status reports for internal stakeholders.
• End-to-End Development and Customization of Incident/Problem and Change management applications per ITIL and Invesco's processes and policies
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand
• A ServiceNow Technology Analyst with experience on implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.
• Extensive development in our Service Now platform including creation and customization of our Incident, Request, Service Change, Service Level, Knowledge and Configuration (CMDB) applications and processes
• Gathering requirements and converting BRD’s into technical requirements. Created design patterns & implementation plans for ServiceNow enhancements.
• Experience working on Applications, web sites, ecommerce projects using PHP
• Design and engineer solutions leveraging all appropriate components offered by Service-Now to answer the needs for business workflows, ticketing or other ITSM requirements.
• Developing JavaScript and configuring Workflows to implement additional features, customizations and enable the process flow.
• Post roll out production Support. Experience of handling Bug Fixes and Enhancement requests
• Experience in configuring the Incident Management, Problem Management, Change Management, Asset Management, Service Request Management applications and BMC Atrium CMDB.
• Automation of HR case management
• Managed the service relationships between HR and employees through an online storefront.
• Successful in eliminating the volumes of phone calls and email exchanges it takes for organizations to execute the service delivery.
• Creation of HR cases to record the processing of individual HR requests, so that an HR case to record the advice provided to an employee regarding an issue and management of the overall HR workload.
• Customization of HR Case Categories
• Creation of Approval center for case management module.
• Worked on the customization of Demand Management, Project management, SDLC, test management and Resource Management.
• Creation of projects, Adding phases to the existing projects.
• Customizing the app as per the customer requirement.
• Adding the milestones to the new or old projects developing the different wizards for the same.
• Setting up the manual testing and creation of Agile project
• Worked on Sprint developments and plans.
• Worked with the Task table to record time worked on Projects, Incidents, Problems, and Change Requests. Enabled the task assignees to record time worked in the Time worked field on a task record or enter hours directly into their time card by doing required customization.
• Developed the time cards to have an optional approval mechanism for project managers.
• Customized the module were time cards can be created automatically or manually upon the out of box module.
• Automation of configuring time cards to be created when a user updates a task record.
• Automated the time card off the hours for that task can be incremented automatically from the Time worked field in the task record.
• Proper understanding, developing, and execution of test scripts based on requirement and design documentation.
• Participated in requirements and design reviews.
• Development of test plan /review, test script creation, test execution, test status metrics & reporting, defect logging & management and producing the required test deliverables.
• Working with Business Stakeholders to help coordinate UAT, orchestrate the execution and defect logging and triage.
• Used JIRA, HP ALM/QC tool for the execution of test strategy.
• Demonstrate strong understanding of the SDLC/STLC process
• In depth knowledge of software testing methodologies and best practices
• Ability to multi-task and work in a fast-paced environment
• Ability to quickly learn the application business area processes and its requirements
• Strong planning and leadership skills
• Excellent communicator - will be working in a team environment with developers, testers, BAs, PMs, and Vendors

TECHNICAL SKILLS:

Languages: C, C++, Java, Java, SQL, PL/SQL, XML, PHP, HTML, CSS, AJAX

Database: Oracle 10g/ 9i/8i, MS Access, MS SQL Server 2000/2005, CMDB

Database Tools: TOAD, SQL*Plus10g/9i

Web Technologies: PHP, XML, HTML, Java, Java Script, Excel VBA, PowerPoint VBA, VB Script.

Operating System: UNIX, Linux and Win9x/NT/2K/XP

Packages: MSOffice (Word, Access, Excel Outlook and PowerPoint)

PROFESSIONAL EXPERIENCE:

Confidential, Columbus, Ohio

Service Now Consultant

Responsibilities:

• Working on Creating Users, Roles and Groups and load the data to service-now objects using import sets on daily, weekly, monthly and on request basis.
• Involved in analysis of end user requirements and business rules based on given documentation and worked closely with tech leads, Human resources and Business analysts in understanding the current ServiceNow system.
• Code promotion from Dev to test and production in ServiceNow (Deployment Manager).
• Involved in End user (HR Team) training and document creation and Created many standard workflows which are being re-used and propagated and handled many custom events.
• Maintain the integrity of the service-now tool across production and non-production environments.
• Wrote code on Dev instance so that only Admin/Dev group will receive specific emails.
• Worked on bug fixing and enhancements after production deployment.
• Created Business rule to push data in request table and call PC Order workflow.
• Set transformation MAP and write script in Transformation map for validation.
• ServiceNow cart API used to order catalog items.
• Created Service Relationship between Configuration Items(CIs) by using the Business Service Management Maps (BSM).
• Created reports, workflows, data imports for Incident, Problem, Service Request, and Change ServiceNow modules.
• Worked in Incident, Change and Problem enhancements and Co-coordinating with the UAT team for any improvements.
• Worked on enhancement of change workflows
• Supported the team with improvising the Discovery tool and the configuring the CI's.
• Trained all the users of the reports on using Info View and exporting reports to various formats.
• Implement Service-Now customization including, but not limited to, Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, and data imports and exports.
• ServiceNow application development; including creation and configuration of Service Catalogs, Email Notifications, Data imports and exports and Reports.
• Experienced in the analysis, development and automation of various ITSM processes including Incident Management, Change and Asset Management, Service Request, Configuration.
• Orchestrated the efforts of vendors, and internal divisions/departments to internalize new IT Asset Management processes.
• Strong in creating various work flows for incident management , change management and service requests.
• Configured Scheduled Data Import for importing data files from remote server location by SFTP/FTP.
• Created Buttons and context menus both, on form and lists using UI actions.
• Created UI Pages, Macros for CMS using HTML and CSS, Designed frontend with in object oriented JavaScript framework like JavaScript, jQuery, Angular JS and jelly Scripts
• Web development experience Using AngularJS, JavaScript in developing dynamic websites with emphasis on Service Portal.
• Developed the various UI’s in UI15 and UI 16 in AngularJS and Bootstrap
• Developed UI forms, fields, notifications, SLA workflows and JavaScript server/client code.
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Configured chat functionality for Service Desk ticketing queue.
• Created transform maps for importing CMDB data.
• Performed the task of using Discovery to load configuration information to CMDB.
• Involved in implementing the CMDB with Discovery and Service Watch.
• Worked on the setting up of collector for Service Watch to discover the business services top down.
• Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items, service catalog items.
• Imported Active Directory to Service now using data sources.
• Responsible for Fuji upgradation in ServiceNow and involved in the analysis of the impact on the existing customization after Berlin up gradation.
• Created data sources and loaded the Service-Now tables with different data formats.
• Created Transform maps both automatic field mapping and scripting.
• Responsible for ServiceNow tool administration module and creation of new Groups, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules.
• Responsible for managing Configuration Items supporting services and ensuring information supplied is accurate and reliable.
• Managed the activation status, profile, and roles assigned to each user and groups in ServiceNow.
• Performed testing in ServiceNow DEV, UAT and Post implementation validation of IT Service Management releases.
• Responsible for the overall management and data governance of ServiceNow supporting the ITIL process to configure changes and updating records from the Configuration Module, Incident, Change, Data Administration, Report, Data Quality, CMDB, Service, Knowledge Base, Catalog and User Administration modules.
• Gathering and analyzing requirements to submitted enhancements requests to improve incident-ticketing system through automation and improve SLA of tickets completion.
• Created custom reports through the report module in ServiceNow.
• Involved in all process improvement documentation, diagrams and Knowledge base tutorials used by the Admin team and uploaded each document to the SharePoint Site.
• Interface with Global Process Owners and Production Assurance work streams to ensure tool functionality meets business needs.

Confidential, Plano, TX

ServiceNow Testing Lead

Responsibilities:

• Implemented, documented, and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• Worked with team as junior developer to understand OKTA integrated configurations SSO using SAML 2.0 version project environment
• Responsible for gathering requirements and customizing for CTI integration for organization from the scratch.
• Responsible for handling WORKDAY integration by using SOAP webservices for pulling information from HR profile
• Experience with DISCOVERY tool in ServiceNow to fetch the CI related information
• Performs integrations and process automation using ServiceNow Orchestration.
• Worked on Orchestration to automate the top and frequently used service requests.
• Performing integrations and process automations using ServiceNow Orchestration or other mechanisms
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups.
• Create new service catalog requests and items with variables
• Developed UI Appearance for Service Catalog Requests
• Create, monitor, modify, and publish service catalog workflows with approvals
• Designing, configuring and customizing new applications and modules.
• Assisting in troubleshooting patch / release management issues.
• Build reports, gauges, and home pages.
• Experience writing server-side script using PHP.
• Create and use update sets to move customizations between systems.
• Search, populate, and customize the knowledge base.
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs
• Developed operational requirements documentation and train operational staff to maintain solution.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system
• Worked with Orchestration to automate New Hire process to create AD account, Email Account and other application access.
• Use Business Analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.
• Developed the process and UI's for IT portfolio using Service now Project & Portfolio Management application.
• Involved in the complete end to end cycle of coding, testing, debugging, maintaining and refining the computer software in Service Now to produce the required product in an Agile development environment
• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes to customize the instance as per Business needs
• Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools and enhanced requests by java script.
• Customized UI Appearance for Problem and Change Management Application which is simple, intuitive and easy to use,
• Setting up Change Management along with Advanced Risk Assessment Calculator (on a script include level).
• Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
• Responsible for access control, security, minor enhancements such as form or workflow editing, and UAT/Regression testing of any development.
• Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items, service catalog items.
• Extensive development in our Service Now platform including creation and customization of our Incident, Request, Service Change, Service Level, Knowledge and Configuration (CMDB) applications and processes
• Responsible for gathering requirements and customizing Business Service Catalogs for AIG organization from the scratch.
• Worked on Service Mapping to define business services, troubleshoot the discovery and mapping process as well as create new discovery patterns.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations, and Templates
• Involved in providing the design solution, technical methodologies and processes solution to meet the customer requirements.
• Experience in developing Applications, Web Sites using PHP
• Manage and coordinate activities during the overall ticket life cycle in Incident and Problem Management
• Performing quality assurance testing and user acceptance testing.
• Assigning and Reviewing testing performed by subordinates on various ServiceNow modules
• Creation of test cases and thoroughly performing regression/manual testing.
• Responsible for preparing design level, Program-level and user-level documentation.
• Created Procedure guidelines used in supporting Technology and Application issues.
• Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.
• Working in Agile Methodology.
• Exported requirements from excel into HP ALM
• Created Test cases and executed Test cases using HP ALM
• Logging and tracking defects using HP ALM
• Performed Functional, Compatibility and Regression testing.
• Performed on-device testing using tablets.
• Conducted and participated in User Acceptance Testing (UAT)
• Responsible for uploading and keep tracking of UAT issues on Share Point
• Performed smoke test to check the initial stability of the application.
• Performed connectivity test using MIFI devices and tablets.
• Extensively participating in Production Environment.
• Responsible for uploading all the testing results to Share Point.
• Participating in discussing production issues with Core Team members.
• Analyzing and updating tickets in Service Now, HP ALM and Support force.
• Coordinating with Super user and Off-shore Development Team in daily Defect Triage Meeting.
• Working closely with analysts and development team to align projects and orchestrate resolutions on open issues/defects.
• Proactively managed/troubleshoot problems and often make decisions independently that impact overall system and projects.

Confidential, San Antonio; TX

Sr Remedy Developer

Responsibilities:

• Involved in requirements gathering and design specifications.
• Responsible for application and data administration of BMC Remedy Action Request System
• Involved in fresh installation of AR System and entire ITSM applications suites i.e. Incident Management, Problem Management, Change Management and Service Level Management , CMDB and Approval server.
• Integration of Web based application for automated ticket creation in Incident Management through inbuilt HPD staging forms using remedy Web services.
• Configuration of foundation data like location, support groups.
• Designing the template for the configuration of foundation elements including the product and operational categorizations.
• Working with the various team for getting the foundation related data.
• Responsible for installing, configuring, and deploying BMC Proactive Net 8.5 Performance management and responsible for ensuring that BMC Proactive Net 8.5 Performance management leverages data and information transferred from other Business Service management(BSM) products such as BMC Atrium CMDB.
• OLE automation process has been implemented for spell check functionality in AR System.
• Managed all Remedy application administration needs and provided application support to a large organization.
• Installed and configured BMC Remedy flashboards for graphical representation of AR system data.
• Responsible for BMC Remedy Email engine installation and mailbox configuration.
• Installation and configuration of BMC Atrium CMDB 7.5.
• Import of CMDB data using ADDM tool for auto discovery of CI's and mapping the staging dataset to production golden dataset BMC.ASSET through normalization and reconciliation process.
• Responsible for configuration of Operational categorization and product categorization.
• Responsible for configuration of change management approvals in all three phases of review, business and Implementation.

Confidential, Dallas; TX

ServiceNow Admin/Developer

Responsibilities:

• Creating custom Notifications for Incident/Change/Catalog Request.
• Creating ACL's for tables/forms/modules and managed user/group roles.
• Implementation of Incident, Change and Problem management modules in Geneva.
• Involved in implementing Fuji to Geneva Upgrade.
• Build workflows from service owner requirements including requests, request items and tasks.
• Creating UI Actions, UI Policies.
• Creating UI pages to use them in catalog items, implemented using UI scripts.
• Created roles, views and user groups pertaining to the use cases.
• Loading external data using Import Sets and Transform maps.
• Migrating Updates into production environment using Update sets.
• Developing additional notifications and supporting workflow to send additional data and attachments.
• Configuring/Customization of the ServiceNow system, including creating workflows.
• Customizing Scripting on Service Catalog/Email Template/Workflow script.
• Worked on Content Management System and created end to end websites using jelly scripting.
• Configuring inbound and outbound Email Notification.
• Using JavaScript for client-side validations and created UI with HTML, CSS, JavaScript, Glide Script and Glide Ajax.
• Integrating Service-now CMDB/BSM module with Service-now Incident Management module.
• Created Asset models and Asset Categories to map configuration items to Assets in Asset Management.
• Configured multiple forms for Asset module using Configuration Management Database.
• Involved in the ServiceNow Discovery and CMDB maintenance.
• Maintaining the Service catalog items.
• Provided weekly KPI reports to upper management
• Created transform maps both automatic field mapping and scripting.
• Different complex reports are developed as per the client's requirements and usage.
• Configuring chat functionality for Service Desk ticketing queue.
• Maintaining product catalog to import the configuration item records in ServiceNow.
• Set up the SLA for the incident, problem, change management processes as per the requirement.
• Creating new Business Rules/Script Includes/Client Script.
• Investigate performance issues, learn troubleshooting tools, and use system logs to find issues.
• Creating Buttons and context menus both on form and lists using UI actions.

Environment: HTML, JavaScript, CSS, ServiceNow, Glide script, Jelly Script, Web Services, ITIL.

Confidential

ServiceNow Admin/Developer

Responsibilities:

• Created service catalogs, including new catalog items, designing work flows and execution plans.
• Developed UI Appearance for Service Catalog Requests
• Create, monitor, modify, and publish service catalog workflows with approvals
• Designing, configuring and customizing new applications and modules. Assisting in troubleshooting patch / release management issues.
• Build reports, gauges, and home pages.
• Create and use update sets to move customizations between systems.
• Search, populate, and customize the knowledge base.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system.
• Involve in design, development, administration and deployment of Service-Now.
• Ability to handle incidents within SLA terms.
• Have exposure to SAAS (Software as a Service) with hand on experience in Process Implementation (Knowledge Management, Configuration Management and Change Management)
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs.
• Manually entering the relationships in the CMDB.
• Developed operational requirements documentation and train operational staff to maintain solution.
• Obtain and analyze business requirements and develop technical/function requirements
• Develop, design and rollout new applications modules, workflows and catalog requests.
• Project management and detailed planning.
• Leadership in technical initiatives.
• Generating detailed documentation.
• Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.
• Writing script includes invoking them in reference qualifiers or variable scripting.

Confidential

Remedy Consultant

Responsibilities:

• Responsible for requirements gathering and design specifications.
• Responsible for Installation of BMC Remedy AR System.
• Responsible for Application design using Forms, Coding, Functional testing, and Implementation.
• Installed BMC Remedy flashboards for graphical representation of AR system data. Created Bar chart and Pie chart flashboards in AR system.
• Responsible for the post production maintenance and support of the project.
• Extensively worked on the pain areas where the end users were having frequent issues in accessing remedy applications and performance.
• Implemented the high performance tuning application which monitors the health of the system on daily basis which updates the support analyst through email alerts when there is critical alarm raised on the system.