SUMMARY

• Conceptualized, designed, implemented and optimized advanced enterprise IT systems, application, features, processes and solutions that enable, support and augment business functions and teh organization\'s strategic mission and vision. Oversaw, managed and lead teh development and configuration of BMC Remedy and ServiceNow ITSM applications and process definitions.
• Developed and recommended solutions utilizing ITSM Tools to support defined business processes and operational goals. Lead teh design, delivery and implementation of an ITIL compliant, scalable and well - documented IT Service Management solution, leveraging ITSM applications to support processes.
• Provide software configuration and customization including, but not limited to: screen tailoring, workflow administration, report setup, data imports.
• Integration, custom scripting and third-party software integrations
• Obtain and analyze business requirements and document technical solutions.
• Develop, design and rollout new application modules, workflows and catalog requests.
• Research new functionality and recommend solutions that deliver customer value.

TECHNICAL SKILLS:

Tools: GitHub, BMC Remedy and ServiceNow.

Certifications: ServiceNow - Certified Implementation Specialist - Discovery

Databases: Oracle and Sql.

Operating Systems: Linux, Windows.

Languages: JavaScript, AngularJS.

PROFESSIONAL EXPERIENCE:

Confidential, Westborough MA

ServiceNow Consultant

Responsibilities:

• Gathering requirement from Client and timely implementation of ITSM modules.
• Email Integration with various security alerts to auto create and resolve tickets.
• Worked on HRSD onboarding, offboarding forms.
• Defining workflow and SLA based on offboarding case.
• Creation of custom Search widget in portal for segregating KB Base and catalog items.
• Custom Survey embedded in email to improve response rate.
• Creation of Portal pages and Catalog forms.
• Worked on CMDB and had created Application to Server mapping relationship.
• Worked on reducing teh Discovery job run time.
• Performed Discovery to identify teh printers of teh Organization.
• Facilitating all stages of Software Development Life Cycle (SDLC), including requirements gathering, Analysis and Design, preparing technical specification documentation, Coding, Debugging, testing and maintenance of teh programs.
• Leading, demonstrating and training sessions of ServiceNow to IT executives.
• Leading teh Offshore team and directing them to achieve teh Business User requirements.
• Acting as a technical expert in support of key ServiceNow applications.
• Upgrading teh Instance to latest version by performing validations and fixing teh discrepancies occurred during upgrade.
• Creating Service Level Agreements by understanding teh organization need that which best suits them to achieve progress.

Confidential, Dearborn, MI

ServiceNow Consultant

Responsibilities:

• Performed CMDB clean-up work, by reducing teh CI counts from 1 Million to 780k
• Automated teh process of CMDB clean up, Archived data cleanup and Destroy rules.
• Improving teh Staleness scorecard from 75 to 90%, which in turn improved teh overall CMDB Health scorecard from 91 to 96%.
• Developed applets in ServiceNow ITSM Mobile Applications.
• Created Performance Analytic Dashboards and reports.
• Orchestration of Guidewire workflow to execute SSH command in Linux server.
• Introduced teh new Search portal widget that will segregate teh results of Service catalog, Knowledge article and Question Answer.
• Migration of SharePoint request forms to Servicenow
• Reconfigured teh Discovery Probes to stop teh unwanted CI from being discovered.
• Reconfigured teh Discovery IP ranges and scheduled and improved teh discovery time by making use of all teh available midservers.
• Successfully Upgraded teh ServiceNow Instance to Madrid and again to New York version with in time line and fixed teh issues found.
• Implemented teh new feature of Servicenow Mobile Application successfully for Change, Defects and Major Incidents.
• Worked on various Catalog forms and received appreciation for delivering it in more improvised way.
• Created various Performance analytic reports and Dashboards as per teh requirements from higher business users. Allowing them to keep a track on teh various group’s daily and monthly performance.
• Created various Reports which required customization to teh existing tables.
• Upgrading teh Instance to New York version with in time frame and fixing teh issues found and worked with HI servicenow for discrepancies created due to upgrade.
• Manually created teh 332 Business Applications.
• Manually created Application to Server Mapping of 1655 records.
• Performed mass update of 7600 Computer CI with its respective user.
• Creation of Survey for “Incident Resolution”
• Deployment of Changes in Production.
• Resolving teh Incidents as per on call schedule.
• Deployed MID Servers in On-premises for Discovery and Orchestration activities.
• Handled issues independently and proactively from onsite.
• Worked in onshore -offshore model.
• Requirement Gathering creating stories and validating it.
• Experience with teh ITOM applications like Discovery, Orchestration.
• Documenting teh required technical specifications based on teh business requirements.

Confidential, IL

ServiceNow Consultant

Responsibilities:

• Involved in ServiceNow Separation activities.
• Involved in upgrading ServiceNow tool from Istanbul version to London version.
• Migration of academic Course from SQL 2008 to SQL 2016.
• Provisioning of teh Students and Faculty in their respective AD domain groups.
• Configuring new AD groups for provisioning activities.
• Modifications of Workflows to pick teh correct Midserver for Orchestration activities.
• Deployed MID Servers in AWS and On-premises for Discovery and Orchestration activities.
• Configured Discovery for Discovering CI in AWS accounts and On-premises.
• Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.
• Configuring LDAP servers in ServiceNow with MID server.
• Created Workflows to perform teh Selenium, AD, Student/contractor provisioning activities, service request and technical catalogs and identified hardcoding in workflows based on scripts and manual findings.
• Experience with teh ITOM applications like Discovery, Orchestration and Cloud Management etc.
• Troubleshooting of Workflows related to SQL DB provisioning as a part of Hyper Care support.
• Configured OKTA for SSO and syncing groups from OKTA to ServiceNow.
• Configured Everbridge in ServiceNow for Incident alerts.
• Cleanup of Data from cloned ServiceNow.
• Configured OEM in teh cloned ServiceNow instances.
• Modification of existing 3rd party integration changes, based on auto provisioning and deprovisioning workflow identified all hardcoding and its end points.
• Gathering and performing teh Catalog Details as a part of clean-up activities.
• Finalized criteria for ticket and CI segregation.
• Worked on CMDB related changes like CI’s separation, User and Group Hardcoding modifications
• Identification of custom UI related changes (UI policy, UI actions, ACL, etc...).
• Involved in providing teh design solution, technical methodologies and processes solution to meet teh customer requirements.
• Involved in gathering teh Business Requirements and current state processes to develop and configure them in teh ServiceNowPlatform.
• Modified email templates, inbound email actions.
• Migration of new changes from pre-prod to prod, after getting teh UAT signoff.
• Worked on incidents and task tickets as a part of Hyper Care Support.
• Documenting teh required technical specifications based on teh business requirements.
• Documentation of changes and new development as technical and functional specs.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations and Templates.

Confidential, Virginia Beach, VA

ServiceNow Developer / Consultant

Responsibilities:

• Involved in providing teh design solution, technical methodologies and processes solution to meet teh customer requirements.
• Familiar teh MSP (Managed Service Provider) instance for Service-Now and Domain separation for Service-Now Instances.
• Implemented New hire onboarding process as a custom scoped application in ServiceNow.
• Worked on an email-based integration with third-party system called Taleo.
• Involved in gathering teh Business Requirements and current state processes to develop and configure them in teh ServiceNowPlatform.
• Designed and created data templates for form design and configuration.
• Documenting teh required technical specifications based on teh business requirements.
• Documentation of changes and new development as technical and functional specs.
• Implemented teh Problem Management, Incident Management, Knowledge Management, User Administration, Configuration and Asset Management along with Reporting module.
• CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Responsible for participating in teh support of teh processes, tools, and methodologies to drive consistent IT Software Asset Management (SAM).
• Responsible for preparing design level, program-level and user-level documentation.
• Creation of Ordered Guides.
• Involved in teh complete end to end cycle of coding, testing, debugging, maintaining and refining teh computer software in Service Now to produce teh required product in an Agile development environment.
• Recording all teh information and taking appropriate action to resolve teh issue permanently.
• Analyze teh standard inputs and ensure that teh team create consistent and appropriate application.
• Worked on Design, Implement, Configure and develop teh modules as per teh client requirements.
• Development of requirement integration components (SSO, LDAP, SOAP).
• Created standard workflows which is being re-used, propagated and handled many customevents.
• Configured Email, inbound and outbound email actions and developed mail scripts on need basis.
• Created multiple metric definitions on different tables and developed reports as per teh requirements.
• Worked on ServiceNow performance analytics module, involved in configuring teh new hire on-boarding dashboard.
• Provided Technical support for Program Sponsor and Project Manager.

Confidential

ServiceNow Developer

Responsibilities:

• Involved in Creating reports, workflows, data imports for Incident, Problem, Service Request, and Change ServiceNow modules.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups.
• Create new service catalog requests and items with variables.
• Developed UI Appearance for Service Catalog Requests.
• Create, monitor, modify, and publish service catalog workflows with approvals.
• Designing, configuring and customizing new applications and modules and assisting in troubleshooting Patch/ Release Management issues.
• Build reports, gauges and home pages.
• Create and use update sets to move customizations between systems.
• Search, populate, and customize teh noledge base.
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize teh instance as per Business needs.
• Developed operational requirements documentation and train operational staff to maintain solution.
• Configuration of Email Notification and Alerts to notify users about specific activities in teh system
• Used Web Services to interact from ServiceNow to External applications.
• Performed Data migration of CI Attributes for CMDB using import sets.
• Management, CMDB and Asset Management.
• Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.
• Customized UI Appearance for Problem and Change Management Application which is simple, intuitive and easy to use.
• Setting up Change Management along with Advanced Risk Assessment Calculator (on a script include level).
• Configuration of Email Notification and Alerts to notify users about specific activities in teh system such as updates to Change and Problem requests.
• Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate
• And audit business processes. to customize teh instance as per Business needs
• Responsible for access control, security, minor enhancements such as form or workflow editing and UAT/Regression testing of any development.
• Have done enhancements in Workflow Modification, Form View, Security Contextual, UI Action, etc.

Confidential

BMC Remedy Operations Specialist

Responsibilities:

• Involved in developing teh Moratorium Rules for Change Management are put in place to protect teh business.
• Involved in Design & Analysis of teh Customer Specifications, Development and Customization of teh Application and assigning to COC Team.
• Worked on Common Request System, Problem Tracking and Time Tracking System Remedy application projects.
• Involved in Upgrading Remedy System from 7.6 to 9.0
• Installed and Configured Remedy Action Request System and ITSM 9.x
• Deployed all of teh developed internal applications on teh web using Remedy Mid-tier.
• Involved in installing and configuring Remedy Approval server and integrated with our internal CRS application by defining various roles and rules of teh approval server.
• Involved in migration of definitions and data using Remedy Migrator, import and export tools from development to production system.
• Customized ITSM (7.6.04 etc.), Incident, Problem Management and Change Management modules based on user Requirements.
• Created and configured Service request processes for SRM and Customization of SRM.
• Good understanding of Asset Management, CMDB, Service level Agreement, Remedy Mid-Tier, Web Services, Crystal Report.
• Extensively involved in teh configuration of teh ARS Remedy with up to date client foundational data, Auto-Routing teh Incident, Problem and Change tickets using “Assignment Engine 7.6” and “Approval Engine 7.6”.
• Performed various system administration duties that include Installation of Software Providing support for users.
• Designed and deployed integration of Remedy ticketing system with other vendor systems.
• Configured and updated Remedy Flashboards7.5 for teh client’s COTS and custom applications using teh Remedy Utilities.
• Posse’s expert noledge in implementing Approval process for Change Management as well as Custom Applications.
• Experience in developing and customization of Flashboards and service level Agreement (SLA) modules for Remedy ITSM.

Confidential

ITIL Coordinator

Responsibilities:

• Responsible for assisting in teh development of appropriate ITIL based policies and processes for Incident, Problem and Change Management.
• In conjunction with teh Director of Production Operations, assisted in teh design and implementation of policies based on ITIL best practices while reducing teh overall impact to teh affected teams.
• Ensured required teams are trained on process, procedures and tools required to follow appropriate policies.
• In conjunction with teh NOC Lead, assisted in developing a QA process to ensure proper Incident Management and Problem Management processes are followed.
• As part of Problem Management oversight, ensured appropriate Root Cause Analysis activities are scheduled, conducted, and all action items are tracked to completion.
• Managed teh IT Change Management process to include facilitating regular CAB meetings, ensured teams are adhering to appropriate processes and provided guidance and training on procedures where required.
• Assisted teh NOC Lead with developing and maintaining a Documentation Library for teh NOC and other IT departments.
• Communicated changes for visibility to executive management.
• Identified, documented, and reviewed opportunities for team improvement in standards to gain cost effectiveness and efficiency.
• Performed analysis of quality audits, analyzed results and developed process improvements to maintain quality deliverables.
• Planned and facilitated Forward Schedule of Change meetings to ensure all major upcoming releases are planned and scheduled appropriately to assist in determination of priority and timing to eliminate scheduling conflicts.
• Created a structured change management implementation strategy to provide consistency in adopting change for every member, project team and department.
• Identified teh common and potential points of resistance to change during implementation of new Change Management policies. Developed counter strategies to reduce resistance and address teh concerns surrounding teh new processes to foster a positive acceptance.
• Coordinated with customers and other stakeholders to obtain required information and facilitate request for change processing.
• Identification and assessment of potential impacts change may have on teh organization and prioritizing accordingly;
• Developed and executed training for Change and Problem management as required.
• Reviewed critical performance measurements and trend analysis for operational impact and improvement opportunities.
• Established and maintained appropriate cross-functional governance structures to enable effective decision making;
• Applied continual improvement and communicated lessons learned to further improvements in policies, processes, and procedures.
• Maintained change log, change schedule, history, and documentation for all changes utilizing authorized tracking and documentation tools.