PROFESSIONAL SUMMARY:

• Total IT Experience 10+ years
• ServiceNow Administrator with over 6years of experience in all phases of Software programming, and ITSM process implementation that includes requirements gathering, analysis, design, development, testing and maintenance migration.
• 6+ years of experience in ITIL / ITSM process and support Analyst in banking industry.
• ITIL foundation certified professional.
• Responsible for developing IT Service Alignment Model based on Business Requirements.
• Developed Business Continuity and Disaster Recovery Plan in collaboration with Business and IT stakeholder.
• Experienced in designing the Content Management System which involve layouts, themes, Various Content Blocks, Content Pages, reusable widgets and service catalog work. Developing Content Pages quicklyandeffectivelyusingHTML5, CSS3, JavaScript, JQuery, HTTP, Angular JS, JSON and Bootstrap.
• Leading experience in ServiceNow to customization of modules, more features like UI policies, CMDB, Discovery, etc.
• Working knowledge of Agile Scrum, Waterfall, Iterativemethodologies.
• Involved in designing mockups for the angular component development.
• Asset Management, Configuration Management, Service - Now Administration, Incident and Problem Management, Knowledge Management, Reporting, Gauges, Integration with Web Services.
• Developed Best Practice work flow processes for automating and implementing ITSM Tool such as Service-Now, Remedy and JIRA.
• Experience in Service Management tools such as BMC Remedy, HPSM and BMC Remedy on Demand.
• Responsible for Root-Cause-Analysis (RCA) for Incident / Problem Management.

SKILL:

Programming Languages: C, C++,Java, XML

ITSM Tools: BMC Remedy, Service now

Databases: Oracle 10g,SQL server 2005

Web Technologies: HTML, Jquery

Software Methodologies: Agile Scrum, Waterfall, RUP.

PROFESSIONAL EXPERIENCE:

Confidential, Atlanta, GA

ServiceNow Administrator

Responsibilities:

• Roll out new applications and modules on the ServiceNow platform
• Create Performance Analytics reporting for management along with standard ITSM reports
• Configure application UI and configure Workflows
• Responsible for security access, enterprise administration and configuration of ServiceNow
• Perform new release upgrades and patches
• Develop ServiceNow training materials and videos.
• Involved on various modules in ServicecatalogManagement.
• Collaborates with different IT departments and the Business to gather and create process and tool improvements.
• Create, document and train ITIL v3 process and procedures for stake holders
• Works on ITIL/ITSM projects.
• Worked on various modules of ServiceNow like Incident management, Service Catalog, User Administration, Reporting and Discovery
• Research ITSM tools and services that makes a company run more effectively and efficiently
• Create processes and procedures based on ITIL v3
• Train the IT department on new processes and procedures
• Create deployment plans to roll out ITIL tools, services, software and training.

Environment: Agile/Scrum, ServiceNow, XML, SQL, SOAP, REST, JavaScript, Incident Management, Change Management, Problem Management, ITIL.

Confidential, Buffalo, NY

ServiceNow Administrator

Responsibilities:

• Implemented and maintained the Service now platform to meet the business processes and support ITIL.
• InvolvedinanalysisofenduserrequirementsandworkedcloselywithteamleadandBusiness analysts in understanding the current ServiceNow system.
• Responsible for IT Service Management all Data Centers - IMAC and Infrastructure Operations for Incident, Problem, Change, Release & Deployment, Asset & Configuration Management, Business Continuity and Disaster Recovery Planning
• WorkedinProblemmanagementbasedonrequirementsgatheredthroughtesting
• Involved on various modules in ServicecatalogManagement.
• CreatedvariousSLAasperclientrequirementwiththeIncidentManagementapplications.
• Implemented process, tools and techniques used in the project lifecycle as well as tools for Enterprise Wide IT Service Management .
• Developed multiple teams cross streams processes supporting Help Desk, Incident, Problem, Change, Release & Deployment, Configuration Management, Team OLA's and vendor related SLA's.
• Reports include in-depth analysis documents, Key Point Indicators, effectiveness reports, problem overviews and assessment reports, spreadsheets, and/or databases, using various desktop software tools.
• Integrate ServiceNow with internal/external systems and tools.

Environment: ServiceNow, SQL, JavaScript, Business Rules, Web services, SOAP, SQL, XML, HTML, Integrations, ITIL, SCRUM, MS Office.

Confidential, NYC, NY

ServiceNow Administrator

Responsibilities:

• Facilitating rollout of new applications and modules.
• Created various front-end forms.
• Worked on troubleshooting security rules, scripts etc.
• Hands on experience with Web Applications and programming languages such as HTML, CSS.
• Developed UI experience within ServiceNow using JavaScript, UI Policy, HTML5 and CSS3 and applying Business Rules.
• Used ACL’s for controlling the security mechanism in ServiceNow.
• Imported Active Directory to ServiceNow using data sources and orchestration.
• Created DataSources for various external applications.
• Used Import sets and Transform maps to import data into Service Now.
• Write, design, edit web page content and direct others producing content by using HTML and JavaScript.
• Experienced in business process flows, business process modeling, case tools, business analysis, gap analysis and organizational change management.
• Worked on various modules of ServiceNow like Incident management, Service Catalog, User Administration, Reporting and Discovery.
• Expertise in understanding & preparing Technical Design Document, Business Requirement Document, Functional Specification document, User Manual, check lists from client given details.
• Implemented Workflows, Incident Management, Change Management and Service Catalog on various business applications.
• Handling Data queries in various environments (SQL and others) mathematical/Statistical analysis with Access, SAS, Excel and other software packages useful for reporting. Solid understanding of matrix project management & Good understanding of Information Systems, Databases, strategic applications globally used within AML.
• Worked on LDAP directories like ActiveDirectory.

Environment: Agile/Scrum, ServiceNow, XML, SQL, DISCOVERY, HTML, Angular JS, SOAP, REST, PPM, JavaScript, Incident Management, Change Management, Problem Management

Confidential

Analyst

Responsibilities:

• Worked Act as a catalyst between the Information Technology Service Centre Team (US / UK / HK / UAE / SG) and Business (India - Chennai). Understanding the domain and technology aspects. Understand co-existing applications at the client site and identify integration/interfaces requirements.
• Understand the applications, their interfaces and functionalities that are run by various business units. Analyze the IT based problems and businesses concerns and liaise with the respective teams for resolution.
• Understanding business functions, establish key relationships with cross border IT counterparts of Asia Pacific and UK, subject matter experts and operational management. Define project scope. Requirement gathering, analysis and project documents.
• Develop Internal, Business and Group Level ITSD Projects ad-hoc and periodic business requirements. Develop monthly, weekly and ad-hoc client deliverables to both Business and Group Levels against standards, methodologies, procedures and templates. Reports include in-depth analysis documents, Key Point Indicators, effectiveness reports, problem overviews and assessment reports, spreadsheets, and/or databases, using various desktop software tools.
• Monitor and review the performance of the services on a regular basis. Service Performance of applications in meeting the SLA, problems encountered by these applications and the resolution provided by the support teams.

Environment: ServiceNow, Remedy, PL SQL - TOAD, PPM, MS access, Incident Management, Change Management, Problem Management, SLA, BIA, DR, BCP, Globalized Service desk and Help desk.

Confidential

Analyst

Responsibilities:

• Conduct Application Test Success Analysis and get requirement sign-off from business. Data analysis, monitoring and business acumen. Handling a team size of 7 - Helpdesk& 2 - MIS. Handling Tools - Remedy, Easyweb (Incidents Tool) &DSSR (Request Tool). Handling SLA Management: Validate calls / request as per the SLA signed between Confidential &SCB.
• Monitoring Helpdesk: Monitoring - Helpdesk process & Calls at North, South, East, West, GSSC and Cards. Validating - Remedy & DSSR data as per the Guidelines and SLA defined by customer. Develop and Manage Reports (Daily / Weekly / Monthly):
• Servers / Desktops - Symantec Anti-Virus Report, MS Patches Report. Data Centre - Backup Report. Monthly / quarterly Review presentation for Top Management & Customers. Analyze the performance of Server Availability, Backup Trend, Change, Request and Incidents. Analyze and provide root cause analysis for all complaints logged in Easyweb tool by end users.
• SIP Projects: (Service Improvement):
• Resumption Time reduction Performance: 75% of calls resume within 4 Hrs.
• Incident Reduction Performance: Incident rate aiming at 0.74 per month of Desktop related calls.

Environment: ServiceNow, Remedy, PL SQL - TOAD, PPM, MS access, Incident Management, Change Management, Problem Management, SLA, BIA, DR, BCP, Globalized Service desk and Help desk.