PROFILE SUMMARY:

• Experience in managing process, technology and IT service management solutions, ITIL processes, customizing and configuration of ITSM tools.
• Experience in Software Development Lifecycle (SDLC) managing project scope, requirement definition, resource management, change management, analysis, managing work schedules, project status reporting, project coordination and conflict resolution.
• Responsible for developing and managing application code, user interface, and third - party integration components in all stages of the CMDB development projects (i.e. definition, development, deployment).
• Manage development of solutions to migrate and integrate disparate data to an enterprise CMDB.
• Provided a single system of record for IT by using Configuration Management Database (CMDB)
• Experience on Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Project Portfolio Suite, Service Catalog, and Configuration Management.
• Expertise in developing Client Scripts, Business Rules, UI policies, UI actions, Script Include, SLA, Import sets.
• Expertise in scripting using Glide Script, Java Script, Jelly Script, AJAX.
• Integration of ServiceNow with LDAP, Single Sign On, SCCM.
• Expertise in integration ServiceNow with third-party tools using SOAP, REST.
• Expertise in design and developing custom applications in ServiceNow.
• Experience in Design, manage and analyze CMDB (Configuration Management) configuration items and its integrations like Infoblox, EquipDB, and SCCM.
• Expertise in creating and managing Service Catalogs, Record Producers, Order Guide, UI Pages.
• Expertise in design and developing advanced Workflows.
• Experience in customizing the Asset modules and importing the data from external sources.
• Expertise in Oracle Stored subprograms, Packaged subprograms, Cursors, Cursor Variables, Collections, Triggers, Native Dynamic SQL.
• Expertise in distributed query performance tuning by using EXPLAIN PLAN, SQL Trace, TKPROF Utilities and hints provided by oracle.
• Experience in Data migration Projects which uses SQL Loader, PL/SQL programming, coding Procedures, triggers and functions
• Expert in Export, Import and SQL*Loader Utilities.
• Expertise in RDBMS development including Oracle SQL, PL/SQL database backend programming with stored procedures, Functions and packages, Forms and Reports.
• Have experience in rapid application development using formula language, JAVA, Jasper and Crystal Reporting.

TECHNICAL SKILLS:

Ticketing tools: ServiceNow (Catalog configuration, Incident Management, Problem Management, Change Management, Knowledge Management, Project Portfolio Suite, CMDB 2.x/7.x, Asset Management), BMC Remedy, Remedy ARS 8.x/7.x, Remedy ITSM 8.1, Remedy Migrator 7.6, Remedy Data Import 8.1

Scripting: JavaScript, HTML, CSS, XML, DHTML, JellyScript, GlideScript

Operating Systems: Unix, WinXP/7/8

Languages: SQL, PL/SQL, JAVA/J2EE, Formula Language

Databases: Oracle 9i/10g/11g

GUI: Oracle Forms 6i/9i/10g

Tools & Utilities: Toad, SSH Tectia Client, PVCS, SVN, KINTANA, HP Quality Center

Reporting Tools: Oracle Reports 6i/9i/10g, Jasper, Crystal Reports

PROFESSIONAL EXPERIENCE

ServiceNow Admin/Developer

Confidential, Short hills, NJ.

Responsibilities:

• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service-Now
• Extensively worked on the Implementation, Configuration and maintenance of Business Rules, Client Scripts and UI Policies.
• Involved in gathering the requirements from the Business Team and creation of technical, functional specification documents.
• Extensively worked with integrations between ServiceNow and third-party application like BMC Remedy.
• Developed custom probes and sensors to populate CMDB with pertinent asset data via JavaScript, Perl and PowerShell.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, and HTML5.
• Involved in analysis of end user requirements andBusinessrules based on given documentation and worked closely with tech leads andBusiness Analystsin understanding the current ServiceNow system.
• Established Asset Management controls for Hosting Managed Services Business units.
• Defined and configured DISCOVERY schedules and Worked on DISCOVERY and set up mid servers and check for the connectivity.
• Evaluated and documented Businessprocesses and functional requirements.Implemented information flow analysis for various Businessstreams.
• Worked with Business Analyststo create and modify Service Catalogs and Request Workflow Designs.
• Worked on loading the data into Service-Now using import sets.
• Experience in developing web pages using HTML, XML, AJAX jQuery, Angular JS, Bootstrap.
• Integration of Service-Now with Oracle SOA Web services.
• Responsible for developing and managing application code, user interface, and third-party integration components in all stages of the CMDB development projects (i.e. definition, development, deployment).
• Manage development of solutions to migrate and integrate disparate data to an enterprise CMDB.
• Provided a single system of record for IT by using Configuration Management Database (CMDB).
• Worked on customization and configuration of Service Watch, Dashboards.
• Involved in creating and configuring the SLAs as per the requirement.
• Designed User Interface for Catalog Design and worked on Catalog Designer.
• Imported data from various data sources (FILE) using import sets and transform maps.
• Communicated with external web services using SOAP Messages and REST.
• Involved in LDAP integration with ServiceNow for obtaining users and groups
• Imported Configuration Items(CI) from third party applications using import set tables
• Involved in automating the routine production support activities using PowerShell and VB Scripting.
• Responsible for the acceptance, identification, storage and withdrawal of all supported CIs.
• Worked on creating the UI pages to use them in catalog items using the UI Scripts
• Responsible for ensuring that all the CIs are registered and these records are correct and up to date.
• Involved in various ServiceNow customizations as per client’s requirement.

Environment: ServiceNow, Eureka, Java script, Jelly Script, Workflows, CMDB, SERVICE PORTAL, HTML, PERL, POWERSHELL, CSS, AJAX.

ServiceNow Admin/Developer

Confidential, San Diego, CA

Responsibilities:

• Analyzed and evaluated the requirements within ITIL framework and industry best practices.
• Extensively involved in creating custom tables and Workflow objects to customize ServiceNow OOB applications and custom functionality.
• Good knowledge of CMDB data model, to reorganize the CMDB to eliminate the custom tables that exists, we analyzed and created CMDB data model.
• Interacted with ServiceNow and internal teams to help solve critical issues.
• Configuring ITSM, Asset Management, and SLA Management.
• Working with Discovery tools to discover and Import Configuration items into ServiceNow CMDB.
• Involved in Setting up CBDB database and validation of the input files and populating data into CMDB from Excel, CSV and XML files using import sets and involved in importing the CI relationships.
• Involved in defining new CI relationships and debugging CI relationships issues.
• Developed reports and queries such as to get all the existing relationships in the CMDB to ensure the correctness of CMDB
• Experience in Scheduling (Automation) of CMDB processes.
• Configuration of CMDB, Normalization engine and creation of Re con jobs.
• Asset management activities like CI management, catalog management, creation and maintenance of Contracts and Software License.
• Raising Purchase requisitions and working with procurement teams.
• Maintaining Asset Life Cycle.
• Creating Asset to People, Contracts and Location relationships.
• Manual creation of CI’s which are non-discoverable.
• Involved in the various customizations of Asset Management module for the hardware Request Process, Asset Decommission process

Environment: ServiceNow, Eureka, Java script, Jelly Script, Workflows, CMDB, HTML, CSS, AJAX.

ServiceNow Developer

Confidential, Milpitas, CA

Responsibilities:

• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Created functional and technical specifications documents for various ServiceNow modules
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow
• Coordinating the instance upgrade activities.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Worked on CMDB from the scratch
• Worked on domain separation.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, SOAP, Web services, CSS, HTML5.
• Worked on UI Macros to create pages as templates on requirement from the stake holders
• Configured multiple forms for Asset module using Configuration Management Database.
• Resolving typical Users access and roles issues by checking active directory and users table.
• Creating database views to pull the reports on variables which are being used by catalog items.
• Writing Catalog client scripts and UI policies to make client-side changes.
• Creating the UI pages to use them in catalog items, implemented using UI scripts.
• Creating Knowledge articles to document the steps in creating the catalog items.
• Working on different kinds of variables and variable sets.
• Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.
• Writing script includes invoking them in reference qualifiers or variable scripting.
• Integrating Service catalog module with “Netcool” monitoring tool using Web Services and fixing the issues which come up while the tolls are getting interacted.

Environment: ServiceNow, Dublin, Java script, Jelly Script, Workflows, CMDB, HTML, CSS, AJAX.

ServiceNow Admin

Confidential, Washington, DC

Responsibilities:

• New fields were added to support the client requirement along with the set of business and client rules, UI customizations, to fulfill client requirement.
• Updating Incident/Problem/Change module based on client feedback.
• Creating new groups and adding users to the groups in service now.
• Service Catalog (Request Item, Order guide and record producer) has been created based on client requirements. Workflow has been created to support the Approval workflow and task assignment.
• Experience in generating and reviewing the reports
• ServiceNow Application UI Configuration, Data Loads using import sets, development of reports & metrics for executive management.
• Worked on identifying the users, groups, categories and following the ITIL standards while designing these solutions.
• Integration of ServiceNow LDAP, Web services.
• Designing the Content Management System for Various system which involved layout, UI pages, CSS and service catalog work.
• Implemented Core configuration changes to the platform as well as supporting applications.
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Worked as a Pre-and Post-installation consultant to define and implement industry (ITIL) best practice for the ServiceNow ITSM Platform.
• Create data fix scripts for data corruption issues and perform Root Cause Analysis.
• Environment: ServiceNow, Dublin, Java script, Jelly Script, Workflows, CMDB, HTML, CSS, AJAX.

BMC Remedy Developer

Confidential

Responsibilities:

• Creation of Incidents and Service Requests for the supported applications, first point analysis on tickets and assigning them to L2/L3 other service lines based on the scope.
• Tracking of Incident from Opening to Closure, with timely communication to business.
• Designed and implemented Integrations solution with Emails, SMS, Alerts.
• Develop and maintain the application architecture for business functional areas in compliance with the enterprise architecture.
• Configured mid-tier server.
• Responsible for creating the single sign on through LDAP.
• Created service catalogs, Dashboard.
• Worked on Incident management module as per the requirement and other modules such as ITSM, CMDB and knowledge base.
• ITSM, CMDB and Knowledge base.
• Communication with Business Clients and first point of contact/interface for application issues and outages between Business and Technology Team.
• Creation and Estimation of efforts for software change requests or enhancements.
• Team Progress Tracking.
• Incident Management and Problem Management activities.
• Reviewing SLA performance and recommend corrective action.
• To follow up on escalations and issues with clients and management.
• Prepare Outage reports.
• Worked on JavaScript.
• Performing and communicating Daily health checks to Management across Clients.
• Publishing new incidents in the Problem Management report and updating the same Known Error Database and Root Cause Analysis report.
• Environment: Remedy ARS 8.x/7.x, Remedy ITSM 8.1, Remedy Migrator 7.6, Remedy Data Import 8.1, Crystal reports 2008/9.x, BIRT 2.5.1, SRM 7.6, MS SQL server 2008.