PROFILE:

• Experienced ServiceNow Technical Consultant & IT ITSM professional with over 12 years of professional experience in IT service management, Agile Development, Configuration asset management, Software design & development, Process improvement and Release/ Change management.
• Extensive technical implementation of Service Catalog, Change Management, Knowledge Management Incident Management Demand Management, Release Management,, Problem Management, Performance Analytics Score Cards, PPM, Service Portal, HR, CMDB and Asset Management.
• Accomplished leader with proven ability to deliver high quality IT products, services on schedule as well as capability in bridging the gap between technical and non - technical personnel.

TECHNICAL SKILLS:

ServiceNow ( Calgary - London), Remedy, ServiceCenter

Data Modeling, Process Mapping, Software Design documentation

Relational Databases, Oracle, MYSQL, MS Access, Tableau

Release & Change Management

SQL, HTML, CSS, XML, REST, JavaScript, Ajax

Testing, QA, UAT, JIRA

MS Visio, MS Project, ERWIN, Peregrine Service Center

Windows 7, Vista, Windows XP, SharePoint, MS Project, MS SharePoint

ITIL Certified, Agile Software development, Waterfall software development

Strong technical, analytical skills

PROFESSIONAL EXPERIENCE:

Confidential

Lead ServiceNow SAM Developer

Responsibilities:

• Develops and analyze functional requirements for systems implementations and convert the functional requirements into a ServiceNow SAM solution.
• Provides program leadership and direction to ensure IT Asset Management processes, policies, and procedures are in place to meet regulatory, operational, audit and reporting requirements related to Software Asset Management.
• Technical Lead in developing on the ServiceNow platform, including custom software catalog and integration with AD and SCCM.
• Analyzes and resolves license modeling, determining liability calculations, reconciling entitlement with deployment data, optimizing license and determining the usage/ compliance state.
• Responsible to maintain and apply documentation best practice policies, procedures and process throughout ServiceNow development.
• Designing and implementing of continuous service improvement methodologies
• Conducting analysis of complex, contractual requirements and designing appropriate solutions.

Confidential

Lead ServiceNow System Engineer

Responsibilities:

• Designs and develops integrated solutions to meet business requirements or enhance performance.
• Performs and evaluates cost analyses and vendor comparisons of software/hardware systems to ensure cost-effective and efficient operations and measures feasibility of various approaches and makes recommendations.
• Technical Lead in developing on the ServiceNow platform, including the creation and/or customization of the core applications such as Incident, Problem, Change, Service Requests.
• Technical Lead in deploying applications, building out catalog items/workflows, and configuring REST integrations such as InfoBlox, MoogSoft, AD automation etc.
• Analyzes and resolves program support deficiencies and conducts testing to enhance performance.
• Conducts moderately complex projects or phases of significant projects; coordinates the efforts of technical support staff in the performance of assigned projects.
• Applies advanced methods, theories and research techniques and assists in the development, implementation and documentation of processes and procedures to ensure compliance with standard business practices. Develops and implements training tools and documentation.
• Provides technical consultation on current and proposed systems to other organizations and clients.
• Performs repairs, maintenance and upgrades of existing systems using solutions in accordance with standard operating procedures. Investigates and resolves matters of significance

Confidential, Florida

ServiceNow Technical Consultant

Responsibilities:

• Lead role in setting and documenting business service maps with related relationships and dependencies.
• Gather and document business process requirements for Discovery, Service Mapping, and Data Reconciliation of CMDB records.
• Architect the design of CMDB configuration, Service Mapping, Business services and CI relationships.
• Provide guidance on best practices and pitfalls to avoid during implementation.

Confidential, Philadelphia

ServiceNow Developer

Responsibilities:

• Primary ServiceNow Solution SME.
• Lead role in providing guidance around implementing and deploying i.e. ITSM, CMDB, ITAM Applications.
• Gather and document business process requirements for system integration, including data mapping, data flows, required data transformations and deliver functional specification documents.
• Responsible for deployment, CAB and release management activities associated with ServiceNow releases.
• Develop and maintain simple to moderately complex HL7 interface components between clinical and financial systems utilizing JavaCaps Enterprise Suite.
• Coordinate and collaborate with project managers to highlight and escalate key risks that might affect the overall release schedules and deployment.

Confidential, Houston

ServiceNow Technical Consultant

Responsibilities:

• Lead role,in design, development, and deployment of Service Now based solutions, aligned with business problems at an architectural design level of detail.
• Lead the development of proof of concepts; effectively transition these concepts to full design, development, and deployment of applications.
• Collaborate with Process/Service Owners and other leaders and act in strategic advisory capacity to design and mature existing process for both IT and Business Services & align with ServiceNow platform.
• Implement new functionality using JavaScript, Ajax, client scripts, business rules, ACL’s, UI policies & UI actions.
• Service Now technical consultant in implementing CMDB, Asset Management, Complex Service Catalog workflows and Change, Service Portal, HR and Security Operations.
• Provide Technical Workshop around processes relating to ServiceNow and ITIL Framework
• Provide application development and support around core IT Processes such as Incident Management, Service Request, Change Management, Knowledge Management and Custom Integrations.
• Design and implement migration of Knowledge V2 to V3.
• Configure Project portfolio and Portfolio overview dashboards for management.
• Work closely with IT managers, application owners and project leads capture requirements and produce technical design documentation.
• Create and build out Business Intelligence Dashboards and provide business insights to data reporting, scorecard definitions and KPI’s using Performance Analytics.
• Architect the design and integration of SCCM and ServiceNow for Asset Management.
• Coordinate QA and UAT testing prior to deployment in PROD.
• Manage data in tables, CMDB, import sets and update sets.
• Develop system documentation, process documentation and training materials as necessary.

Confidential

ServiceNow Lead Developer

Responsibilities:

• Mid-Server Configuration to facilitate REST, CMDB configuration and other Integrations.
• Set up Discovery credentials, classifications and schedules to populate CMDB Classes.
• Created CI tables, data integration web services, data sources and import sets.
• Responsible for analyzing processes, reviewing problems and providing best practice solutions.
• ServiceNow Developer on Implementing CMDB, Asset Management and Service Catalog
• Supported administration of ServiceNow processes, CMDB and portals.
• Configured and integrated SCCM with Asset Management tables to populate Software and Computer tables.
• Coordinated QA and UAT testing prior to deployment in PROD.
• Managed data in tables, configuration management database, import sets and data sets.
• Developed documentation and training materials as necessary.
• ServiceNow Developer in integration and configuration of ServiceNow with Other Vendor APIs
• Provided solutions with ServiceNow Client and Server side JavaScript and API’s connections.
• Implemented integrating ServiceNow with external systems through SOAP or REST web services.
• Designed and implemented integration solutions with Splunk, SAP GRC, and SailPoint Identity Management.
• Developed documentation and training materials as necessary.

Confidential, Houston

Sr. ServiceNow Engineer

Responsibilities:

• Responsible for migrating data from Remedy and ServiceNow.
• Developed applications Incident, Change, Request, Knowledge, and Service Catalog in ServiceNow platform.
• Primary ServiceNow Solution SME.
• Lead role, implemented Service Now applications i.e. Incident, Change, Request, Knowledge & Service Catalog.
• Responsible for deployment, CAB and release management activities associated with ServiceNow releases.
• Gathered customer requirements and deliver functional specification documents.
• Coordinate and collaborate with program managers/application owners to highlight and escalate key risks that might affect the overall release schedules.
• Managed the integrity of data across our development and production CMDB.
• Lead quality assurance (QA) testing, User Acceptance Testing (UAT), and Unit Testing.
• Developed process, solution and testing documents to deliver ITIL processes and ServiceNow capabilities.
• Responsible for configuring ServiceNow and designing it so that it best suits business purposes.
• Worked with global cross-functional teams on development efforts and integrations with other tools.
• Worked closely with projects owners and other stakeholders in identifying critical issues and escalating IT service outages to defined engineering groups.
• Successfully involved in replacement of legacy ticketing system used by over 25000 users worldwide.
• Worked with all stakeholders to ensure IT services were delivered effectively and efficiently to all internal and external users.
• Created data models and data dictionary of organization vendor contracts/assets to extract useful data and mappings used across various systems.
• Responsible for maintaining the integrity of tools code across non-production and production environments.
• Developed documentation and training materials as necessary

Confidential, Houston

Technical Support Analyst

Responsibilities:

• Support lead responsible for end to end support on Confidential tool.
• Managed change control process for Confidential tool.
• Created several reports for internal and external clients using SQL queries in Oracle database.
• Performed code debugging in XML, troubleshooting applications.
• Provided second level support to internal and external clients by researching technical problems in resolving issues.
• Tested issues, recommended system modifications and documentation on various projects.
• Researched and analyzed business workflow and processes in resolving operational issues.
• Defined and implemented process improvements to enhance the quality of the team’s works.