SUMMARY:

• Experience in Servicenow Fuji, Geneva and Helsinki
• Experience in Administration and technical support for
• Incident Management
• Problem Management
• Change Management
• Knowledge Management
• Service catalog/service request management
• Experience in Performing Servicenow walkthroughs, presentations and training
• Experience in Web technologies (java scripts, XML, HTML, etc.)
• Databases: Oracle, MS SQL Server SQL, DB2

PROFESSIONAL EXPERIENCE:

Confidential, San Antonio

Servicenow Developer

Responsibilities:

• Set up Confidential for data importation to Servicenow,
• Created transform maps for data import sets
• Build business rules, client scripts and UI policies
• Designed various catalog items within Service Catalog Application/Modules
• Designed and Developed security and access request per requirements and ITIL processes.

Confidential, Tennessee

Servicenow Developer

Responsibilities:

• Participated in full servicenow software development life cycle: Design, Coding, Testing, Training, and Operational Support.
• Documented functional and technical procedures for other developers to construct code and for unit test.
• Responsible for developing and managing application code and user interface, in all stages of the development projects
• Responsible for Stories, ensuring requirements are clearly understood and aligned to program guiding principles
• Provided guidance to Junior developers on best direction for implementation tasks.
• Provided Tier 2 and/or Tier 3 technical support of assigned application for Helpdesk and site users also for reported application problems
• Experience with Scripting (Ex. Catalog Client Script, Business Rules, UI policy, Data Policies, UI actions, etc.)
• Experience with ACL rules for controlling data access to users.
• Administration included Reporting, Email Notifications, Creating/Editing Home pages, Personalizing Forms etc.
• Customized pages (eg, UI pages) based on the customer’s requirement.
• Developed easy and complex workflow with multiple decision point for Change management, Knowledge management and service request fulfillment.
• Build service requests, request items and workflows to manage data flows from the customer to the support teams providing the service
• Gathered specifications from the IT department and delivers a product/release that meets the needs presented. Create requirements definitions and technical specifications documentation.
• Designed and Developed Service Level Agreements (SLA) in ServiceNow per requirements and ITIL processes.
• Designed and Developed Service Requests within Service Catalog Module
• Designed and Developed Order guides and record producer items per requirements and ITIL processes.
• Designed and Developed various knowledge base and knowledge articles also creation of user criteria and categories for knowledge management.
• Created run scripts to validate variables inputs in the form and also to update applications like emails, catalog tasks etc.
• Installed and configured MID server for communication and movement of data between the ServiceNow platform and external applications, data sources, and services (discovery)
• Experience in creating update sets for moving customizations from instance to instance (DEV to UAT) AND (UAT to DEV)
• Participate in daily Scrum/agile meetings and regular sprint planning and review meetings, also Able to work with end - users and multiple groups to develop requirement and scrum stories for various sprints.
• Experience with Visual task board and SDLC Scrum methodology to manage workload.
• Experience with the ServiceNow platform including, Scripting and customization,
• Configured ServiceNow modules per requirements and ITIL processes
• Designed and develop forms, views, ACL (Access control list), roles, notifications, etc. based on business requirements.
• Provided support in UAT and PROD.
• Assisted in Administration of a ServiceNow instance including creating of user groups, business rules, UI actions, UI policies, ACLs, dictionary, catalog items through Update Sets.
• Anticipate, identify, track, and resolve issues and risks affecting own work and work of the team.
• Received specifications from the IT department and delivers a product/release that meets the needs presented. Creates Requirements Definitions, and Technical Specifications Documentation
• Collaborated with business analysts and other developers to identify ways to simplify user experience

Confidential, Austin, TX

Maximo Developer / Confidential Developer

Responsibilities:

• Perform requirements gathering for Confidential offerings and catalog
• Perform Service Catalog walkthroughs and presentations, analyze and review datasets for service catalogs and offerings
• Working as Maximo Systems Administrator providing all administrative support tasks - creating user/security groups, troubleshooting LDAP Synchronization, setting up organizations, sites, configuring chart of accounts, cron task setup and configuration, escalations, domains.
• Performing Maximo database configuration changes (maxobjects, maxattributes, maxdomains, maxrelationships) both from the front-end and back-end.
• Utilizing the Application Designer to configure the user interface for Maximo applications by moving fields and sections, adding new fields, duplicating applications, defining signature options, editing the toolbar and the select action menu.
• Create StartCenter-specific Service documentation for the Service SMEs and Service Teams
• Familiar with the all PMSC security groups/tables for service catalog roles.
• Designed the usage of hover help in the library.xml to help customer with additional help in the offerings
• Design and Configuration of workflow within the Maximo/Tivoli Service Management system.
• System test and documentation of design; ability to provide an overview of capabilities and present alternatives and recommendations. " Based on existing requirements,
• Design a service request implementation using the Maximo/Tivoli module for service request fulfillment catalogs.
• Create migration packages to be used through all environments.
• Testing changes in all environments (Dev, Acpt, Prod).
• Complete the system configuration and workflow development from the approved design.
• Assist with production implementation
• Fulfill complex service requests requiring special technology requirements to meet business needs.
• Creating various Automation scripts for prepopulation script, add to cart scripts and submit cart script according to the requirements
• Fulfill complex service requests requiring special technology requirements to meet business needs.
• Define new ways of resolving issues and fulfilling service requests.

Confidential, Belle Allen, Louisiana

Maximo Developer/Administrator

Responsibilities:

• Perform WebSphere Administrator functions as part of Maximo system administrator duties
• Manage configuration and system stability for multiple Maximo systems
• Design and Configuration of workflow within the Maximo/Tivoli Service Management system.
• Design, development and support efforts related to Tivoli Process Automations Engine (TPAE/Maximo) environment and the Change and Configuration Management Database (CCMDB) as well as Service Request Management ( Confidential ) applications that run on this platform.
• Design/develop the account's Maximo definitions and configurations.
• Conduct workshops with the competency SMEs, account team, process team, reporting, and client to define required data parameters, job plans, work flows, operational codes and customization of the user interfae elements
• Implement/work with Implementer to deliver the definitions, configurations, deploy Maximo/back-end database and customize/tailor per requirements.
• Implement job plans, work flows, operational codes and customization of user interface elements.
• Design and implement utilities required to maintain the Maximo production environment
• System test and documentation of design; ability to provide an overview of capabilities and present alternatives and recommendations. " Based on existing requirements,
• Design a service request implementation using the Maximo/Tivoli module for service request fulfillment catalogs.
• Complete the system configuration and workflow development from the approved design.
• Assist with production implementation
• Define new ways of resolving issues and fulfilling service requests.
• Design, test, and deliver workflows
• Provide set of service definitions and offering workflows
• Demonstrate Service Offerings and review graphs, start centers, metrics, and reports
• Help customer set up service item master management
• Determine customer content loading for URLs and attachments in Service Catalog
• Create High Level Designs and Detailed Designs for Service Requests and Offerings
• Configure and Unit Test selected Service Catalog components
• Develop Maximo StartCenter documentation for Service Teams and workgroups
• Develop and support change control processes o Develop and implement data migration strategy and processes
• System availability and monitoring
• Performs Incident Management for other IT teams
• Manages issue resolution and documentation
• Fix-It support for EAM project
• Vendor Issue management
• To support full utilization of the Maximo CMMS system for planning and maintenance activities and related cost control features.
• To ensure data quality control of the Maximo system databases.
• To comply with all company Health, Safety and Environment as well as Work Permit, policies and procedures.
• To assist users in the methods for entering and configuring the data.

Confidential

QA/QC Specialist

Responsibilities:

• Utilize the existing Quality Assurance sub-charter and Microsoft Project plan to develop a Quality Assurance Plan (tasks and resources) that will ensure quality standards are met in all deliverables (software, procedures / desktop guides, training materials, technical documentation, and integration points).
• Collaborate with the IT Technical Lead to develop a strategy for assessing risks related to operating system, database, or application upgrades/patches, then defining the appropriate level of testing to mitigate those risks.
• Present and secure approval of the Quality Assurance Plan.
• Development of test scenarios, cases, and scripts for the following.
• Maximo (workflows, data flow, function)
• System Integration (cross system)
• Sarbanes Oxley Controls / Requirements
• System Performance (response times)
• System Administration and Security functions
• User Acceptance Testing
• Lead the testing team in execution of testing activities.
• Coordinate testing and defect correction activities with the IT Technical Lead.
• Provide weekly status reports to the IT Project Manager.
• Host daily testing team meetings and provide daily status tracking (monitoring and control) during test execution.
• Prepare Test Completion Reports for each testing phase.

Confidential, Port Allen, Louisiana

Maximo Administrator/Developer

Responsibilities:

• Develop Business rules/objects that create controls within several MAXIMO modules.
• Provide project management support for stability initiative and engagements.
• Support and enhance the integration components between Enterprise applications to include reporting and others.
• Develop plans for improving stability and supportability of existing package and custom applications, play leading technical role in implementing these plans.
• Participate in production support rotations to analyze day-to-day production issues and quickly respond to the problem to minimize the business impact.
• Provide production outage incident reviews, administration of ITSM based work orders and tickets, and reporting of application availability metrics on a weekly basis.
• Create and track development and engineering issues with Release Management teams to fixes into production environment.
• Performed deployment and implementation of systems running on WAS ( Confidential WebSphere) application servers and related databases.
• Designed and developed scripts in SQL and korn shells to perform data manipulation and object migrations in the system.
• Performed modifications and changes to XML files - Library.xml, Lookup.xml, Menus.jsp
• Troubleshooting of production issues impacting various platforms and provide updates of status for resolution.
• Enhancement of system and application level monitoring.
• Configured ITIL based incident and change management systems such as Remedy ITSM, Clear Quest Rationale and Maximo
• Gathering and reporting system performance metrics

Confidential, Phoenix, Arizona

Maximo 6.2 Developer

Responsibilities:

• Configure Confidential integration objects, interfaces, external systems, inbound and outbound queue setup.
• Troubleshooting message processing issues between Maximo and other external systems using the database (interface tables), third party tools such as Hermes JMS (queues), Bare Trail (logs) and the directory system (error folders).
• Working as Maximo Systems Administrator providing all administrative support tasks - creating user/security groups, troubleshooting LDAP Synchronization, setting up organizations, sites, configuring chart of accounts, cron task setup and configuration, escalations, domains.
• Utilizing the Application Designer to configure the user interface for Maximo applications by moving fields and sections, adding new fields, duplicating applications, defining signature options, editing the toolbar and the select action menu.
• Worked with Confidential Development Team to develop and implement a custom migration tool using Confidential (ZMM Manager) which automates the migration of interface xml, database configuration changes, security groups, Actuate Reports, by using custom interfaces.
• Configuration of Maximo Supply Chain and Work Management Applications (Work Orders, Inventory, Purchasing)
• Monitoring Confidential jms queues and failed transactions and managed retries and data repairs between Maximo and external systems (ORACLE).
• Actuate server Administration and configuration, report scheduling and repository in MOBIUS, troubleshooting Actuate report errors through the Actuate iserver and Documentum content management platform (DPA). Also performed Actuate reports registration during the migration process.
• Participated in the installation and configuration of TRM Rules Manager.
• Assisted the conversion team during data loading activities