PROFESSIONAL SUMMARY:

• Overall 7+ years of Experience in IT handling different Platforms Like, SAP, Mainframes, Service Now etc. in various Industries.
• Overall 4+ Years of Experience in all areas of Software Development Lifecycle (SDLC), Quality management systems and the projects lifecycle Processes.
• Expertize working on SaaS (Software as a Service) based tool (Service Now), with focus on Implementing ITIL processes.
• Experience in Service - Now as both the developer as well as the Administrator.
• Experienced in configuring the application using Service-Now tool used for ITSM with the ITIL Best Practices with a strong knowledge on ITIL V3. Deep functional and technical knowledge of service-now platform as well as experience delivering medium to large-scale service-now implementations.
• Hands on Experience in technical implementation of incident management, problem management, change management and service catalog, modules, and workflow.
• Good exposure with the customer to gather requirements for service catalog and developing workflows.
• Expertise functional knowledge and implementation experience of ITSM frameworks and demonstrated project management skills and experience working directly with Customers and clients.
• Experienced in working on the Installation and configuration of different modules of Service-now.
• Participated in Workshops with Service Now partner teams to help companies implement Service Now using best practices in ITSM.
• Strong Experience in all Phases of SDLC (Software Development Lifecycle) including the requirement Gathering, Analysis, Design, implementation, Development, Support and Testing, Deployment, Builds, Configuration and Code Management.
• Proficient in Design and Development of User interfaces using HTML, CSS, Servlets and JSP, Proficient in Programming using JSP.
• Proficient as a Service Now Administrator with the experience on implementing end-to-end Service Catalog, Incident and Problem Management, Service Request, Knowledge Management, Hierarchy Building and knowledge of Change Management, content Management System.
• Well Versed in requirement gathering and analysis and designing the system for B2B integration.
• Highly motivated team player with excellent interpersonal skills, proven communication, organizational, Analytical, Presentation Skills, and Leadership qualities.
• Strong Ability to adapt and learn new Technologies, ability to achieve immediate and long-term goals and meet operational deadlines.
• Strong in Functional Knowledge and implementation experience of ITSM (Information Technology Service Management) frameworks and demonstrated project management skills and experience working directly with the customers and clients.

TECHNICAL SKILLS:

ITIL: ITSM, Service Now, BMC Remedy, HP ITSM, BMC ARS 6.3, 7.1, 7.5, 7.6, 8.0, ITSM 7.1, 7.5, 8.0, BMC Atrium CMDB 7.5.

Programming Languages: Java, Oracle, ABAP, SAS

Scripting: Java scripting, AJAX, HTML, XML

Software Methodologies: SDLC, Waterfall, Agile and Scrum.

Databases: Oracle 10g, My Sql.

Testing Tools: Mercury QC (Quality Center)

HP QC (Quality Center): HP QTP (Quick Test Pro)

HP Load runner: HP TAO (Time Accelerator and Optimization)

Ecatt: Microsoft Office (Word, Excel, Power Point, Visio, One Note, Outlook, Lync, MS Project).

Operating Systems: Windows XP, 7, Vista, 8, 8.1, 10.

Mac OS.: Linux.

Functional Experience: SAP SD, MM, PM, QM, SCM.

Service Now Tools: Remedy ARS (5.x/ 6.x/ 7.x), Remedy ITSM (6.x/ 7.x), Incident, Change, Problem, Asset, SLM, Remedy Administration Developer StudioCrystal ReportsBMC AIE, BMC Remedy Migrator, BMC Dashboards, BMC Atrium CMDB (2.x / 7.x)

BMC Service Request Management 7.6: HP DDM (Discovery & Dependency Mapping), BMC ADDM, xMatters.

Reporting Tools: Crystal Reports 9, Remedy Reports.

PROFESSIONAL EXPERIENCE:

Confidential, San Francisco, CA

ITIL Service Now Consultant

Responsibilities:

• Hands on Experience Working with the Business Team to gather the Requirements for AS-IS and perform the operations successfully for TO-BE process.
• Develop and manage application code, User Interface, and third-party integration components.
• Hands on Experience in Designing the Network design Methodology configuration and worked on Devices and as well as the Configurable Items (CI’s).
• Experience in maintaining the necessary development documentation as needed (ex: technical design, developer notes etc.).
• Experience in performing the core configuration tasks including system policies, business rules and client scripts.
• Well-versed in performing day to day activities of the administration of the Service-Now tool and maintaining the business services and configuration item relationships in Service-Now tool.
• Hands on experience working on the IP networking, Devices, Network design.
• Hands on experience in creating tables, managing the users, groups and the roles.
• Expertized in developing new applications from beginning to end.
• Expertized in defining and managing the Client Scripts, UI Policies, UI actions and Data polices to maintain the form and work as per the business requirement.
• Expertized in developing and executing the plans and procedures for the data conversion, customer acceptance criteria and the Installation strategy.
• Well-Versed SME (Subject Matter Expert) on Incident Management, Change management process and the Knowledge article.
• Experience in defining the SLAs (Service Level Agreements), notifications and reports.
• Hands on experience on Moving the data in and out of an instance using import sets and transform maps and also auto imports of data into Service-Now.
• Expertized in Customizing and defining the Workflows and configuring the items to the carts in the Service catalog.

Confidential, Bridgewater, NJ

ITIL Service Now Consultant

Responsibilities:

• Hands on Experience on working with the Business to gather the requirements and defining the Business rules and Documenting for the Customer and taking the sign-off.
• Well-Versed in Creating and Defining the Tables, Users, Groups and roles in the Service-Now from the System Definitions.
• Expertized in configuring the Service catalog for maintaining the Items and configuring them to the Cart as well.
• Expertized working in customizing the workflows from Beginning to an End.
• Experience in Customizing the Modules and creating them for the Different Processes.
• Hands on Experience Doing the new implementation for Service Now integration with Sales Force.
• Hands on Experience in Customizing, defining and assigning the Scheduling.
• Experience working with the Email- Notifications in the Service-Now.
• Experience working on the Customization and moving them using the Update Set.
• Hands on Experience providing analysis, design and development of Service-Now trouble ticketing and incident management systems to support the company’s technical operations.
• Hands on Experience working with the Service Now Tool on all the Modules.
• Hands on experience in conducting Trainings to the End-users, working with Users, admins, process teams and handing the Material to them.
• Worked on Configuring the Service-now on Windows / Unix Platform with back end as oracle 10g database.
• Hands on experience working on the Custom reports, scripts to integrate with the third party software.

Confidential, St Louis

ITIL Service Now Consultant

Responsibilities:

• Hands on Experience working with the SAP teams to configure the Service-now customization to handle the tickets easily.
• Experienced working on IT change Management, Workflows, Service Catalogs, Maintain the Items, Creating the cart as per the clients requirement, users, Groups, Tables, schemas map, business rules, UI policies, UI scripts, Client Scripts.
• Hands on experience working with Customers as a role of build manager used PVCS for versioning.
• Hands on experience working on the Estimation, designing technical documentation for CMMI audits.
• Hands on Experience working on SFDC integration with the Service now Implementation.
• Re-designed & re-built the critical / sensitive B2B process used in business place for incident, configuration & change managements in their service-now tool.
• Build a new B2B integration from scratch for the Customer’s transportation business unit, which is intended for real time data exchange between the Client & GIS systems.
• Implemented Six sigma lean process improvements by automating the updates in from HP SD to service now during launch.
• Hands on experience working on Managing the CMDB and NW CMDB related tools projects.
• Experienced working and managing the Data Quality initiative and development and launch of time tracking system for Internet Services employees.

Confidential

ITIL Service Now Consultant

Responsibilities:

• Analyze Existing service center Implementations and data to advise and recommend solutions and convey best practice standards.
• Wrote, designed and produced many statements of work, requirements definition documents, workflows diagrams and project plans.
• Complied, analyzed and presented system performance data using crystal reports.
• Provided technical service center consulting services to new and existing customers.
• Designed and produced many Oracle PL/Sql views and connect-it scenarios for data migration projects.
• Trained users and answer to technical questions regarding the Service Manager, Scripting and connect-it.
• Experienced working on Incident, Change, Problem, Release, knowledge, SLM, Service Catalog, SCRUM, LDAP, Web Services, MID Servers, Configuration Management Databases, Asset Management, Content Management.
• Well-Versed in customizing the various modules as per the Process requirements and developed custom application for the business customers using the Service-Now Platform.
• Hands on experience working on import sets to extract data from various other sources and filed mapping.
• Hands on experience developing user-friendly interface for service catalogs, configuring Users, groups and roles, and customized business rules and client scripts.
• Implemented Major incident management process and performed unit testing and integration testing and prepared and documented the test cases.
• Hands on experience using the Update sets to move the customizations from development environment to the Production instance.

Confidential, Seattle, Washington

SAP SD/MM Functional Consultant & BMC remedy

Environment: SAP ECC 6.0.

Responsibilities:

• Participated in Several Sessions in Core and Prepared Business Process. Blue Prints, Analyzed AS-IS, Formulated TO-BE Process and Performed GAP Analysis.
• Experienced Working as the production support engineer in solving the tickets.
• Worked on gathering the requirements from business and used to configure the settings speaking with the ABAP team and used to work with the ABAP.
• Hands on working on MM as gathering the requirements and then used to configure the materials and master data.
• Successfully Accomplished the ASAP Methodology: Analysis, Gathering Requirements, Estimation, Design, Business Blueprint, Testing and Go-Live Tasks for Two Measure Sales Organizations, Consolidations Projects.
• Hands on Experience working on MTP (Master Test Plan) using different Scenarios.
• Worked as the Test lead in Preparing the Test Plan.
• Worked on Gathering the requirements from business and the key users.
• Helped the Client to Design, Develop, and Integrate and support their SAP Applications to enhance data visibility, Standardized Reporting and reduce TCO (Total Cost of Ownership).
• Coordinated with ABAP developers to solve some issues related to production support in providing specifications from the Functional side in BAPIs and User Exists.
• Using run SAP optimized Mission Critical SAP Systems from the early stages of Implementation through post roll out operation and support.
• Hands on working on MM as gathering the requirements and then used to configure the materials and master data.
• Successfully Accomplished the ASAP Methodology: Analysis, Gathering Requirements, Estimation, Design, Business Blueprint, Testing and Go-Live Tasks for Two Measure Sales Organizations, Consolidations Projects.

Confidential, Bridgewater, New Jersey

SAP SD/MM Functional Consultant & BMC Remedy

Environment: SAP ECC 6.0 Upgrade.

Responsibilities:

• Experienced Working as the production support engineer in solving the tickets.
• Hands on Experience working on MTP (Master Test Plan) using different Scenarios,
• Worked as the Test lead in Preparing the Test Plan.
• Worked on Gathering the requirements from business and the key users.
• Helped the Client to Design, Develop, and Integrate and support their SAP Applications to enhance data visibility, Standardized Reporting and reduce TCO (Total Cost of Ownership).
• Using run SAP optimized Mission Critical SAP Systems from the early stages of Implementation through post roll out operation and support.
• Had worked with the Configuration on Serial number management and Batch management to Track and trace the Materials.

Confidential, Wilmington, Delaware

SAP SD/MM Functional LEAD Consultant

Environment: SAP ECC 6.0.

Responsibilities:

• Build trading partner relationships, reduce problems and create resolutions to ensure proper deployment of EDI service.
• As lead analyst on Sabrix implementation project, responsible for defining trans editor rule sets, loading Sales/ Use Tax Rates and VAT tables, defining Sabrix jurisdiction codes to SAP and managing deliverables.
• Hands on Experience working with SABRIX configuration with ECC System from the Basic Points maintenance.
• Hands on Experience working on IDOC mapping.
• Proficient in all aspects of Project system including Planning, budgeting and cost allocation.
• Good Expertise with the Field mapping with Non SAP System to deliver the IDOC.
• Interacted with Client to understand the requirement on Mapping of EDI IDOC.
• Worked on Purchased Order Outputs to configuration.
• Practical Knowledge of configuring the requirements to SAP PS module & Setting up the organizational structure and global settings using IMG.
• Hands on Experience Working on Different EDI transactions Like 855, 856, 810,820,850, 860.
• Hands on Experience working on Canadian Tax configurations and Guidance.
• Hands on Experience working on Configuration of Purchase orders output conditions.
• Expertise with Configuration of Sales order for EDI IDOC.
• Worked with Offshore team of 5 people managing them and handling them in different areas of work.
• In time submission of the Project deliverables to the client.
• Triggering of Output conditions configurator automatically.
• Prepared Test Specification Documents for Mass Processing of IDOC’s and their error handling procedures.
• Hands on Experience working as the Team Lead and Managing the team working remotely.
• Expertise in working as the Team Lead from the base of the project to handle the issues.
• Worked on EDI order PO number Validation
• Worked on the Quotation, Sales Orders, Tax determination, ATP, Pricing, Output determination, Shipping, Billing, EDI and EDI Workflow