SUMMARY:

• About 8+ years of total experience in IT Industry.
• Over 5+ years of experience as ServiceNow suite developer, Administrator, Business Analyst, Service Management (ITSM) frameworks.
• Over 4+ years of experience in BMC Remedy tool Development and Administration.

TECHNICAL SKILLS:

• Incident, Problem, Change, Knowledge, Discovery CMDB, Hardware and Software Asset Management, Service Mapping, ITOM, Field Service Management, Performance Analytics, Project Portfolio Management, Scoped Applications, Service Portal, Integrations and Orchestration
• Kingston
• Istanbul
• Helsinki
• Geneva
• Fuji
• BMC Remedy 8.0
• SRMS, AR System Administration, AIE, Reconciliation and Normalization of BMC Classes, Advance Reporting etc
• BMC Remedy 7.6.04
• Email Integration
• LDAP integration
• External Web services Integration (both SOAP based and REST based)
• ServiceNow Orchestration with Windows Active Directory
• Experience with Windows Active Directory automation using ServiceNow Orchestration

PROFESSIONAL EXPERIENCE:

Confidential, Palo Alto, CA

ServiceNow Developer

Responsibilities:

• Documenting the required technical specifications based on the business requirements.
• Documentation of changes and new development as technical and functional specs.
• Recording all the information and taking appropriate action to resolve the issue permanently.
• Analyzing and updating the existing reports and providing the data to required teams.
• Analyze the standard inputs and ensure that the team creates consistent and appropriate application.
• Collaborated with IT management to re - architect change management workflow to align with updated change policies.
• Understanding and experience of working with IT Service Management processes. (Incident, Problem, Asset & Configuration, Change, Release, SLM, Service Catalog)
• Creation of workflows for Incident Management, Change Management, Service Requests and Service Level Agreements (SLA's).
• Experience in Implementing Single Sign On (SSO) using SAML, LDAP, Windows AD.
• Configuring Data Sources, Import Sets, LDAP and Transform maps.
• Designing and developing the Self Service Portal.
• Experience in setting up MID Servers.
• Experience in configuring the Discovery Schedules and working with Discovery tool.
• Manage data with tables, the Configuration Management DataBase (CMDB), import sets and update sets.
• Run reports, configure service level agreements (SLAs) and perform instance branding and customization.
• Hand on Experience Work with two applications Knowledge Base and ServiceNow Service Catalog.
• Communicating the information of Servicenow Process, capability and operations effectively to all levels of management.
• Expertise in trouble shooting the errors occurred while configuring in ServiceNow.
• Implemented the Best practice for configuring of catalog items and SLA's.
• Ensuring that the Integrity of ServiceNow is tool is maintained in the production and non-production environments,
• Worked with User Interface (UI) policies, Data policies, UI actions, Business Rules and Client Scripts.
• Developing solutions to other ServiceNow administrators and collaborating effectively with them.
• Configuring the Changes/Requests and handling the general updates.
• Implementing ServiceNow application with no disruption to IT operations in timely manner in the latest Version.
• Developing the automated workflow solutions in ServiceNow by working with Admin and Functional teams.
• Experience in developing different Reports like Bar Charts, Pie Charts, List Reports and Scheduling Reports
• Customizing Incident, Problem and Change management using Business Rules, UI Actions, Client Scripts and UI Policies.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Maintained the consistency of ServiceNow tool across the development, testing and production environments.
• Experience in scripting UI Policies, Client Scripts, Business Rules, Workflows Activities and ACLs.
• Developed ServiceNow Software solutions using Web Services, MYSQL, XML, HTML, CSS, JavaScript.
• Working with and functional requirements within ServiceNow for CMS, Catalog Management, Incident, Web services and interfaces.

Confidential, Houston, TX

ServiceNow Developer

Responsibilities:

• Involved in providing the design solution, technical methodologies and processes solution to meet the customer requirements.
• Manage and coordinate activities during the overall ticket life cycle in Incident and Problem Management
• Developed new user interface for Help Desk Team.
• 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
• Performed quality assurance testing and user acceptance testing.
• Created reports, workflows, data imports for Incident, Problem, Service Request, and Change Servicenow modules
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations, and Templates
• Responsible for preparing design level, program-level and user-level documentation.
• Creation of Ordered Guides.
• 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
• Created Procedure guidelines used in supporting Technology and Application issues.
• Implemented, documented and maintained the Servicenow platform to meet specific business needs to support ITIL and business processes.
• Configured Service Level Agreements to define certain levels of service from both internal and external providers
• Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items, service catalog items.
• Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.
• Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.
• Responsible for maintaining and growing data held within Servicenow such as our users, locations, configuration items, service catalog items.
• Application UI Configuration
• Development of requirement integration components (SSO, LDAP, SOAP)
• Converted the Service Catalog into a fully functional website using Content Management module.
• Design and Configuration of workflows
• Configuration of Email Notification to alert users on Servicenow activities.

Confidential, Arkansas

ServiceNow Developer/Admin

Responsibilities:

• Gathered requirements from stakeholders at various phases to leverage ServiceNow within organization on End user self-enablement portal using CMS.
• Primary System Administrator and Developer maintaining the user-facing ServiceNow instance.
• Responsible of the ServiceNow tool administration module and creation of new Groups, IT Services, Application, Business Services and Routing Rules.
• Managed Project Asset Creation like Functional Specifications/Design/Test Cases/UAT/SLA.
• Coordinated project with Project Management Office (PMO) and communicated with Process owners, Stakeholders.
• Coordinated training sessions for Self-Service users from HR department and process users.
• Executed Quality Assurance plans from the development of test plans, test cases and documented them in the ServiceNow SDLC module.
• Coordinated with business and/or process partners to define process for all ServiceNow monthly releases and published a SDLC document.
• Collaborated with process partners to clearly define the required landscape specifications and resource requirements needed to transition to a new ITSM platform.
• Maintained a critical communication channel with the Infrastructure team, Vertical Leads and 3rd party vendors to ensure successful of the Fast Track Change Management project.
• Played a proactive role in addressing the needs of the team and removing roadblocks for the team.
• Configured Requirements Traceability Matrix in order to link Business Requirements to test execution.
• Configured Project and Portfolio management coupled with SDLC Scrum and Financial management.
• Integrated ServiceNow with Nimsoft monitoring tool which automated the creation of incidents when alarm is generated on Nimsoft.
• Created custom applications based out of IT-GRC application.
• Worked on integrations like HP OVO and xMatters.
• Enhanced the existing LDAP integration and modified business rules.
• Enhanced Incident management by adding New Call wizard.
• Wrote business rules to avoid empty configuration items to be inserted into CMDB after discovery tool runs a scheduled job.
• Worked in an Agile environment and implemented the changes required by the business owners on a regular basis.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• CMDB/Asset form re-engineering, role based approach, enhancements.
• Worked with Application Owners to restructure CMDB based on Company's Architecture.
• Tailored out of the box Discovery tool to meet custom requirements in our phase 1.
• Created Complex Reports and Dash boards as per requirements from IT managers.
• Recommended best practice in migrating Update sets to different instances and published a knowledge article on the same.
• Developed a Laptop loaner catalog item with a complex workflow in ServiceNow.
• Wrote Utility classes which could be used to build Custom Reports, scripts to integrate with 3rd party software.
• Created schedules, reports and monitor performance of Service-Now.
• Created documentation for Service-Now applications.
• Provided training and support to all Service-Now users.

Confidential, Houston, Texas

ITSM Implementation

Responsibilities:

• Installation and Configuration of ADDM, BPPM, SRM &ITSM suites in Linux &Windows Environments.
• Credential Vault settings (Windows/Unix and others) and Automatic discovery of existing and new infrastructure components (like H/W- Servers, VMware, Operating Systems, and Databases etc) thru ADDM.
• ADDM and CMDB Synchronization
• Administration and Support to all Production and Development ADDM appliances / slaves used for windows discovery.
• Handled twenty four discovery appliance and four consolidation appliance.
• Developing Application Mapping (CAM)
• Custom TPL pattern development.
• Troubleshooting discovery issues.
• Maintenance of CMDB Synchronization.
• Infrastructure Reporting.
• Query Building and Report Generation, report customization
• Installation of IBRSD, In order to generate an Incident in ITSM, we integrate IBRSD AR Plug In on the server where ITSM is installed.
• Configuring BMC Atrium CMDB integration in BPPM, You can import the CIs from the BMC Atrium CMDB to define service model objects that you want to monitor in BMC Proactive Net.. Written reconciliation jobs for CMDB to reconcile data from different datasets to production dataset.

Confidential, Fremont, California

Remedy Developer

Responsibilities:

• Contributed in Design and Developing New Features in ITSM Applications (Change Template Tree Selection).
• Fixing Customer/Partner and Internal Defects in Change Management Application.
• Came up with Developer Guide for all the Hot Spot Areas of ITSM (like Foundation, Template Area, Work Info, Process Flow Bar, Custom Process Flow, Approval Server Application Integration, Notification and Risk Factor Calculations.
• UI enhancement was done for Change Management forms with auto completion, highlighting required fields using workflows.
• Handled Customer Escalations in Change Management Application Defects.
• Studying ITSM Application Workflows and coming up with the new coding strategies which would improve the overall Application Design.
• Involved in moving Client side workflows to Server side using SERVICE call, table chunking to improve the performance.
• Having hands on with troubleshooting Bread Crumb functionality when it was introduced for better navigation between forms and applications.
• Experienced on preserving customization using OVERLAYS when worked with Remedy on Demand (ROD) upgrade projects to provide support from the application perspective.
• Hands on with Remedy Installation, upgrade and recon procedures.
• Owner of the Change Management Template Area to ensure minimizing the number of incoming defects in this area.
• Contributed in Design and Developing New Features in ITSM Applications (UDM).
• Fixing Customer/Partner and Internal Defects in Change Management Application.
• Ownership for the Release Management Template area.
• Participated in the Bug Bash to identify maximum number of defects and took responsibility to analyze and fix all those high priority internal defects.
• Participated in day to day scrums and suggesting solutions and minimizing impacts by sharing the knowledge which we gained with day to day experience with the products.
• Owner of the Release Management Template Area to ensure minimizing the number of incoming defects in this area.
• Integrations with BMC Remedy Change/Release Management:
• Supported Integrations between BMC Remedy Change Management and Atrium Orchestrator.
• Supported Integrations between BMC Remedy Change Management and BPPM.
• Fixed defects in the interface forms to support BMC Remedy Change and Release Management integrations gateway forms.
• Keep tracking of new attributes and exposing the necessary attributes in the out of the box web service wsdl files.
• Experience on using Localization.

Confidential

Remedy Administrator + Developer

Responsibilities:

• Created and managed Remedy user accounts.
• Maintained and created Remedy forms/templates, cti, filters, active links, escalations, problem ticketing and IMAC systems for Workflow using Remedy Admin tool.
• Used different methods to update/upload data into remedy schemas by using Remedy Import tool and other api methods using ODBC and JDBC.
• Installed ARS Remedy Server, Email engine, Admin and Client tool on Windows Server and workstations.
• Developed web Applications on Http Web Servers like Apache, Apache Tomcat using html, JavaScript, CGI, Java Servlets, JavaBeans and JSP to facilitate users in creating Remedy help desk problem tickets and IMAC requests where the remedy client was unavailable.
• Performed different types of integrations of ARS Remedy application with the web by developing web interfaces using Perl, jsp, JavaScript and java beans to dynamically pass field values between web and ARS Remedy Schemas.
• Generated and customized scripts in programming languages such as; Perl, Java, JavaScript, JSP, Python, SQL etc. to generate different types of reports and to perform various operations on ARS Remedy, Microsoft SQL(2000-2005) & Sybase databases.