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Servicenow Consultant Resume

New York, NY

SUMMARY:

  • Extensive experience in the software industry with strong management, analysis, design, development, and support of application systems under Windows and UNIX environments.
  • Consulting has provided a broad range of abilities which are applicable to all levels of Sales, System Architecture/Design/Implementation.
  • IT Service Management implementations with Incident, Asset Management, Change Management, CMDB, ADDM discovery, ServiceNow discovery, Service Request, Service Level Management, Report Design, Integrations, Installs & Customizations, Business Requirements Analysis in all phases of development cycle using Waterfall and Agile methodologies.
  • ServiceNow Administrator Certified, Remedy RAC Certified
  • Highly proficient in the area of Business Process Analysis and Design
  • Ability to learn and use new methods and technologies.
  • ITSM/ITIL, ITOM, ITAM Process & Implementation with ServiceNow and Remedy ITSM Suite.
  • Demonstrated creative problem solving and follow through strengths.
  • Technical Solution and Proposal Development
  • Excellent people skills augmented with over 20 years of technical and business experience.
  • Strong grasp of ServiceNow and BMC Remedy Products, OS, Database, Architecture, Troubleshooting, Workshop facilitation, Client interaction/Advocacy

PROFESSIONAL EXPERIENCE:

Confidential, New York, NY

ServiceNow Consultant

Environment: ServiceNow (Kingston, London), BMC Atrium CMDB 7.x/8.x/9.x, BMC ITSM 7.x/8.x/9.x

Responsibilities:

  • Process Consulting on ServiceNow ITSM CMDB, Incident, Problem, Change, Asset, Knowledge, Configuration, Reports, Service Level, and Discovery.
  • Requirements gathering for ServiceNow Configuration, Asset, Discovery, Service Desk modules
  • Provide business units with guidance on best practices for ITIL/ITSM processes and how to utilize ServiceNow to achieve the results.
  • Provide migration strategy to clients on upgrading from BMC Remedy to ServiceNow.
  • Meet with stakeholders to provide updates on progress.

Confidential

ServiceNow ITSM & CMDB Architect

Environment: ServiceNow (Kingston), BMC Atrium CMDB 8.1, BMC ITSM 9.1

Responsibilities:

  • Service Modeling, Data Modeling, Data Architecture, building logical and physical data models for a new ServiceNow migration
  • Use PowerDesigner for Service Modelling, Data Architecture, and Data Modelling.
  • Model Storage Devices, Network Devices, Switches, and Servers
  • Help architect a discovery solution with CI model using ServiceNow discovery.
  • Advise developers on how to load data from BMC foundation data to ServiceNow, as well as, BMC CMDB to ServiceNow configuration.
  • Communicate and meet with stakeholders to provide an understanding of a data architecture that works for Confidential .
  • Architect a CMDB/Inventory system to help Confidential take advantage of CMDB/Configuration best practices
  • Recommend best practices for ServiceNow Configuration, Asset Management, and inventory systems.
  • Hold requirements gathering sessions to determine Configuration requirements.
  • Lead CMDB/Configuration workshops to determine requirements, configuration, and design.
  • Develop customizations that need to carry forward to new system.

Confidential, Andover, MA

ServiceNow ITSM & CMDB Architect

Environment: ServiceNow Configuration (Helsinki, Istanbul), Oracle 12.x, PL/SQL, MySQL v5.x

Responsibilities:

  • Attend meetings with network team to help them gain an understanding of firewall and device requirements to be able to discover the whole estate.
  • Design ServiceNow Discovery architecture with Mid Servers and recommendations to allow daily discovery.
  • Provide discovery network access requirements to the network team - eg SSH, SNMP
  • Import data directly from the legacy CorpDB system to the new 9.1 to ServiceNow Configuration.
  • Lead working sessions to define attribute mappings from a legacy home grown CMDB (CorpDB) system to the new ServiceNow Configuration tables.
  • Migrate CMDB class data from the legacy CorpDB system to the new ServiceNow database.
  • Develop ServiceNow workflow to work with the IPCenter integration.
  • Map data from ServiceNow CMDB to a new IP Center implementation used for monitoring devices and automation of maintenance tasks.
  • High level design of REST API integration to IPCenter and RPM (Password Managment) from ServiceNow Configuration database.

Confidential, Charlotte, NC

ITSM Consultant

Environment: ServiceNow (Jakarta), BMC Atrium CMDB 7.6, 9.1, AR System 7.6, BMC ITSM 7.6, 9.1

Responsibilities:

  • Advise on architecture and integrations for Wells Fargo migration from ITSM 7.6 to ServiceNow system.
  • Provide best practice recommendations and guidance for ServiceNow implementation and upgrade.
  • Work with Deloitte to guide Wells Fargo upgrade from a legacy BMC Remedy 7.6 to a ServiceNow Istanbul version and advise on Architecture
  • Help develop a strategy for Wells Fargo to import and integrate several discovery tools and CI data sources (ADDM, SCCM, Tanium, Lumeta, LAN Central, and others) into ServiceNow CMDB.

Confidential, Jersey City, NJ

Senior BMC Remedy ITSM Consultant

Environment: BMC Atrium CMDB 7.5, 7.6.04, 8.1, 9.0 AR System 7.5, 7.6.04, & 8.1, BMC ITSM 7.5, 7.6.04, 8.1, 9.0

Responsibilities:

  • Migrate customizations to BMC ITSM 9.0
  • Provide best practice recommendations and guidance for CMDB 8.1/9.0 implementation and upgrade.
  • Demo customizations to end users.
  • Work with process & requirements personnel to refine requirements.
  • Upgrade legacy 7.5 system to 9.0 version of Action Request System and ITSM.
  • Help evaluate ServiceNow for possible replacement of Remedy System.

Confidential

BMC Remedy Senior Architect

Environment: BMC Atrium CMDB 7.6.04 & 8.1, AR System 7.6.04 & 8.1, BMC ITSM 7.6.04 & 8.1

Responsibilities:

  • Perform an initial analysis for upgrade from AR System 7.6.04, seven custom legacy applications, plus an ITSM 5.5 application to a new BMC Remedy ITSM 9.0 platform.
  • Meet with all the groups to determine current state process and map it to a future state process
  • Propose an improved hardware & software architecture with the new ITSM 8.1 system
  • Best practice recommendations based on ITIL best practices.
  • Lead future state meeting discussions with all stakeholders and present the recommendations.
  • In corporate customer’s feedback into initial analysis document.

Confidential

BMC Remedy Atrium ADDM & CMDB Specialist

Environment: BMC Atrium CMDB 7.6.04, AR System 7.6.04, BMC ITSM 7.6.04, ADDM 9.1

Responsibilities:

  • Complete an ADDM to CMDB integration.
  • Reconcile ADDM data to production dataset CMDB/Asset Management
  • Resolve ADDM discovery issues.
  • Develop CMDB customizations related to the integration.
  • Configure reconciliation jobs and normalization jobs.
  • Provide best practice guidance for use of ADDM discovered data in CMDB and Asset Management.
  • Document requirements, design, and go-live activities.
  • Support go-live

Confidential

BMC Remedy Atrium CMDB Specialist

Environment: BMC Atrium CMDB 8.1, AR System 8.1, BMC ITSM 8.1, ADDM 9.1, Atrium Integrator & Spoon

Responsibilities:

  • Implement CSV imports to CMDB using atrium integrator and Spoon and build CI to CI relationships.
  • Custom workflow to build CI to Physical Location Relationships based on a Room attribute populated by ADDM
  • Support ADDM integration.
  • Stopping and starting services.
  • Troubleshooting ADDM sync issues.
  • Setting filters from ADDM to CMDB for discovered data.
  • Provide best practices guidance for CMDB implementations.
  • Troubleshoot performance issues with AR System servers.

Confidential

Senior Consultant

Environment: BMC/Remedy ITSM Suite 7.6.04 (Change Management/Asset Management 7.6.04, CMDB 7.6.04), AR System 7.6.04

Responsibilities:

  • Design and develop integration between Atrium CMDB and Confidential XML Gateway, Basecamp, SMIS, and NPDS systems.
  • Design and develop integration to Atrium CMDB using AIE for importing data from CSV files.
  • Load application and server CI data to a dataset and then reconcile the data to golden dataset in Atrium CMDB.
  • Design and develop customizations to Atrium CMDB as part of integration designs.
  • Provide demos to customer as work is completed.
  • Lead integrations workshops to gather requirements.

Confidential, Northfield, IL

Senior Consultant

Environment: BMC/Remedy ITSM Suite 7.6.04 (Change Management/Asset Management 7.6.04, CMDB 7.6.04), AR System 7.6.04

Responsibilities:

  • Requirements gathering and documentation of requirements for Change Request and CMDB.
  • Design and develop integration to Atrium CMDB using AIE from an HP System.
  • Load application and server CI data to a dataset and then reconcile the data to golden dataset in Atrium CMDB.
  • Design and develop Customizations to Change Management and CMDB modules.
  • Customize approval process for change process.

Confidential

Senior Consultant

Environment: BMC/Remedy ITSM Suite 7.5 (Service Desk/Incident/Problem/Change Management/Asset Management 7.5, CMDB 7.5), AR System 7.6.04

Responsibilities:

  • Design and develop a Remedy integration with Right Answers Knowledge Management v6.3.
  • Develop Remedy Web Services for consumption by Right Answers KM
  • Develop forms and workflow to automatically map Right Answers article categorizations and attributes to BMC Remedy ITSM attributes.
  • Develop a mechanism to map incoming ticket requests to ITSM Incident and Work Order Templates for ticket creation requests from Right Answers, based on product mappings between the two systems.
  • Support Go-Live for October 18, 2011.

Confidential

CMDB Business Systems Analyst

Environment: BMC/Remedy ITSM Suite 7.5 (Service Desk/Incident/Problem/Change Management/Asset Management 7.5, CMDB 7.5)

Responsibilities:

  • Responsibilities include analysis of the requirements for new interfaces and discovery tools with BMC Remedy CMDB 7.5. These interfaces include custom Perl script discovery, EMC SMARTS discovery, BSAE discovery, & HPNA network device hardware.
  • Prepare functional specification requirements documents for CMDB program initiatives.
  • Responsible for determining gaps in CMDB system based on business requirements and discussion with CMDB architects and developers
  • Lead and facilitate requirements discussions and ensure agreement and consensus on all requirements.
  • Participate in design sessions with developers to determine functional gaps and remedy CMDB system solutions.

Confidential, Holmdel, NJ

Senior BSM/ITSM Consultant

Environment: BMC/Remedy ITSM suite (Service Desk/Incident/Problem/Change/Asset Management 7.6, Remedy ARS 7.6, CMDB 7.6, SLM 7.6.03

Responsibilities:

  • Lead process improvement discussions based in ITIL best practices. Primary responsibility is process definition and functional requirements gathering.
  • Document all processes and get sign off with customer.
  • Tool definitions discussions for all BMC Remedy ITSM 7.6 modules, including, Incident Management, Problem Management, Change Management, Asset Management, & CMDB.
  • CMDB Data Modeling.
  • Document functional requirements based on tool definition discussions.
  • Help developers with design, as time becomes available.
  • Gather and develop plans and map data for loading foundation data for BMC/Remedy ITSM 7.6
  • Define and implement Service Level Agreements and Service Targets and Milestones for SLM 7.6.03 module.

Confidential

Senior BSM/ITSM Consultant

Environment: BMC/Remedy ITSM suite (Service Desk/Incident/Problem/Change/Asset Management 7.5, Remedy ARS 7.5, CMDB 2.x

Responsibilities:

  • As part of the Integrations team, perform business analysis activities for a custom add-on email message processing module (EMP), replacing the ITSM 7.5 email capabilities.
  • Design and integrate EMP application to ITSM 7.5 modules - Incident, Problem, Change, Task, Work Order, and Release Management.
  • Help project manager and team lead with estimates and problem resolution, technical design, requirements, or process clarification and definition.
  • Communicate and clarify requirements for developers.
  • Demonstrate the EMP application to business community and obtain feedback.

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