SUMMARY

• With more than 8 years of experience exclusively in Designing, customization, enhancing, and workflow configuration, integrating and supporting Service - Now suite of products such as Incident Management, Problem Management, Change Management, Asset and Service Request management systems, CMDB and more than 2 years of strong experience on ITOM (Discovery, Service mapping and exposure to Azure) and SQL BI development with great expertise in various frameworks.
• Good understanding of IT Help Desk and service management along with good understanding of the ITIL (Microsoft Operations) framework
• Excellent expertise in developing and maintaining service catalog items
• Worked on Various Web Services Integrations using SOAP and REST, ServiceNow provided and Custom integrations.
• Customized and build applications based on the requirement.
• Excellent hands-on experience in Client and Server side Scripting
• Excellent knowledge in Configuring Email Notifications and Scripting Inbound Email actions
• Worked on Windows Active Directory for password reset and to create, delete and manage objects for an administrator.
• Strong understanding of cloud technologies, web applications, networks, protocols and email (SMTP, POP3)
• Experience working in a mature organization and understands how to operate policies and procedures
• Good knowledge on working with Custom Applications in Service-Now
• Extensive knowledge of Front End Technologies: JSP, HTML, JSTL, DHTML, JavaScript and CSS, XML, XSL, XSLT
• Expertise on creation of workflows for Service Catalog items in Service-Now.
• Service-Now Administration and Production support including maintenance of lower life cycle instances.
• Extensive experience in working with JavaScript Frameworks like JQuery
• Excellent communication skills, strong architectural skills, hardworking and a very good team worker with interpersonal communication and analytical skills

TECHNICAL SKILLS

ITSM Tools: Service-Now, BMC Remedy ARS 8.1, 7.6.4/5.x/4/x, Service Desk 7.6.4/6.x/5.x/4.x,Service Request Management 2.1/2.2/7.6,Change Management 7.6.4/6.x/5.x/4.x,Remedy Asset Management 7.6.4/6.x/5.x/4.x, Service Level Agreement 7.x, Mid-Tier, DSO, Remedy Migrator 7.x/5.x, BMC Atrium CMDB 2.x, Remedy Approval Engine.

Web Technologies: XML, HTML, Java, Java Script, Excel VBA, PowerPoint VBA, VB Script.

Database Tools: Oracle 9i/10g/11g, SQL Server-2000/2005, Sybase.

Operating Systems: Windows, UNIX, Linux

Tools: SQL Developer, PL/SQL developer, SQL*PlusSQL*Loader, Crystal Reports 10, Business Objects, Erwin, MS Office, MS Visio WINSQL, WINSCP

PROFESSIONAL EXPERIENCE

Confidential, Melno Park, CA

Servicenow Administrator

Responsibilities:

• Experience in analyzing and estimating business requirements and developing implementation strategy for both delivery to existing clients and presentation to potential clients.
• Knowledge on ITBM and ITOM processes mostly Asset, Discovery and CMDB experience.
• Experience on scheduled survey reports modification. Notifcaitions, Transform maps.
• Working experience with 3rd party teams exclusively involving the workshops understand the requirements and move the highly complicated developed update sets to Go Live.
• Responsible in day to day opened incidents, Catalog requests answering the queries related to SN.
• Exclusively working with Nuvulo team of Confidential where Nuvulo is on top of SN handling LCLS and Facilities workspace.

Confidential, Sanfransico, CA

Service-Now System Analyst Consultant

Responsibilities:

• Responsible for in depth analysis, development and automation of ITSM processes, mostly in Incident Management, Change Management, Service Request, Configuration Management modules
• Participated in ServiceNow design documentation and workflow processes, utilizing other business teams to wholly integrate the platform.
• Performed troubleshooting of all system failures or degraded performances.
• Worked on Service Catalog and implemented new functionality using Business Rules, UI Policies, and Access Lists.
• Responsible for adding users, providing roles and access, and creating and maintaining of groups and permissions for users.
• Hands-on experience on Verifone, Morpheus, Spencer Dispatch experience.
• Involved in SCCM, Flexera and Azure integration also with knowledge on Jira and LDAP integration experience
• Worked closely in monitoring system and application management throughout implementation, customization and integration of multiple modules within.
• Good hands-on experience in server side and client side scripting.
• Installed Midservers for discovery and intergration process.
• Run Discovery schedules and maintain CMDB table of newly discovered Configuration items.
• Troubleshooting on undiscovered CIs and mis-match of data discovered is one of the day to day activity.
• Created event rules and event identifiers to generate an alert for the risk causing data when mapped.
• Run reports for the on various tables and create dash board.
• Maintain the integrity of Assets and Configuration Items in the CMDB discovered, cataloged and tracked throughout their life cycle
• Control the receipt, identification, storage and provide information on the status of CIs.
• Walk through JIRA integration with SN and teams managing JIRA.
• Create and maintain process documentation in Knowledge articles and manage document repository.
• Involved in Catalog item development, workflows and related scripts.
• Test the functionality of all SN suites after version upgradation and open HI ticket in case of breakage of any feature.
• Have good experience in implementation, administration and configuration of ITSM/ITOM applications.

Environment: Service-Now (Madrid), Java, JavaScript, HTML, Active Directory, Jelly, SQL Server, Agile Scrum, MID Server

Confidential, Milwaukee WI

Service-Now Consultant

Responsibilities:

• Working with client and functional requirements within ServiceNow.
• Have good hands on experience on Service Portal development and testing while implementing
• Facilitating rollout of new applications and modules.
• Add and remove users from assignment groups.
• Experience with Event management platform Netcool, Emite IBM Dynamic Automation.
• Ability in understanding segregation of duties, testing, auditing and Risk mediation
• Interact with employees, contingent workers & service providers(Atos, HCL, IBM..)
• Involved in weekly development code deployment through CAB
• Experience in designing and implementing Service Catalog (service requests), Incident Management, Change Management and Problem Management.
• Experience in exporting ServiceNow data to external databases.
• Track record in architecting SN solutions and design webbased solutions.
• Experience in collaborating with all members of the organization to achieve business and security objectives.
• Provide recommendations by identifying system deficiencies for continual service improvements.
• Experience of LDAP and SSO integrations with SN and custom builds using Mid Server, ODBC.
• Experitise in gathering requirements and converting business needs to technical requirements.
• Strong written and verbal communication skills and ability to work independently and with a virtual team.

Environment: Service-Now (Geneva), Java, JavaScript, HTML, Active Directory, Jelly, SQL Server, Agile Scrum, MID Server

Confidential, Menomonee Falls, WI

ServiceNow Admin/Developer

Responsibilities:

• Experience with development and implementation of ServiceNow ITSM modules - Incident Management, Problem Management, Change Management, Service Catalog and Service Request, Configuration Management, Knowledge management and other ITSM application.
• Provide advanced support for ServiceNow by troubleshooting, implementing bug fixes and root cause analysis
• Maintain production system reliability through utilization of Change Management process.
• Configuration/Customization of the ServiceNow system including creating workflows, build workflows and write automated scripts.
• Create and configure Visual task board and send email notification by enabling email client.
• Build service requests from customer requirements including requests, requests items and tasks using workflows to manage data flows from the customer to the support teams providing the service.
• Works with CI owners to ensure full adoption of CI process and policy compliance.
• Utilizing scripting tools and ServiceNow functionality to automate tasks being done in Servicenow.
• Facilitates cross-functional communications, interfacing with other support organizations to ensure effective use of the CMBD.
• Customised and build applications based on the requirement.
• Worked on Windows Active Directory for password reset and to create, delete and manage objects for an administrator.
• Worked on Integration of ServiceNow with xMatters and its related tools.
• Exposed to Servicenow provided and Custom integrations.
• Enable an integration between Netcool and ServiceNow to identify local system with network access and provide port level access for the JDBC pro to communicate with Netcool database.
• Handle general updates and configuration changes requests.
• Experience in analyzing and estimating business requirements and developing implementation strategy for both delivery to existing clients and presentation to potential clients.
• Ability to interface with all functions and at all levels within the organization and with external customers.
• Must be able to work effectively under pressure, either independently or as a member of a team, with minimal supervision.
• Collect, produce and report asset and configuration management metrics, KPI’s, Visual board and dashboard elements.

Environment: Service-Now (Geneva & Helsinki), Java, JavaScript, HTML, Active Directory, Jelly, SQL Server, Agile Scrum, MID Server

Confidential, West Los Angeles, CA

SQL Consultant

Responsibilities:

• Worked on various SQL platforms SQL Server, SSIS, SSRS, SSAS
• Responsible for testing, implementing ticketing systems and MS Share point support.
• Have knowledge on Business Objects, Crystal Reports
• Build Processing/SQL Servers (physical and virtual) for internal testing and client usage
• Monitor functionality of internal/external server environments
• Create data queries for clients using SQL, Crystal, Access and Excel.
• Worked with Microsoft team to resolve customer issues, add users, manage group security
• Ability to develop SQL queries and reports for management on KPIs to improve the process effectiveness, efficiency, and data accuracy.
• Hands-n experience on SQL Server, SSIS, SSRS, SSAS.

Confidential

ITIL Consultant

Responsibilities:

• Assisting client implementing the MSP (Managed Service Provider) instance for Service-Now and Domain separation for Service-Now Instances.
• Responsible for overall ServiceNow code quality, administration, platform development, module development and execute using company AGILE practices.
• Responsible for reviewing requirements to ensure that they are provided in sufficient detail to be accurately estimated.
• Enact system audit practices and conduct audits to ensure data integrity.
• Support the integration of various data sources such as ADDM, SCCM, Casper, AD, bulk data, etc., into the Atrium CMDB from the data perspective
• Support design, development, and implementation of automated processes for gathering, populating, and maintaining CMDB data.
• Attended regularly scheduled meetings to identify any tasks or user stories that are at risk and provides support as needed.
• Worked with multiple levels of staff and leadership to understand the requirements and how they might impact cross-functional process teams.
• Analyzed and designed programs for simple to medium complexity business problems according to user specifications and assist in developing detail program specifications.
• Complied with project management methodology requirements as appropriate.

Environment: Remedy, Spring 2008 Stable, ITIL Version3, Service-Now, Java, JavaScript, HTML, Active Directory, Jelly, SQL Server, Agile Scrum, MID Server

Confidential

SQL analyst(Intern)

Responsibilities:

• Developed and deployed quality T-SQL codes, stored procedures, views, functions, triggers and jobs
• Designed and Populated specific tables, databases for collection, tracking and reporting of data.
• Managed the suppliers' action plans to ensure maximum efficiency within quality and logistics
• Built SSIS packages to extract, transform and load data to data warehouse
• Created and automated SSRS reports
• Extensive tuning activities on pl/sql procedures, functions, procedures, and such to enhance performance.
• Diagnosed and addressed operational data issues
• Performed ad-hoc on ongoing custom analyses against medical claims to support business stakeholders.
• Complied lists of stores respecting criteria given by client services, while minimizing collection costs (T-SQL, Queries, Views)
• Wrote and analyzed trending reports, drew extrapolations from findings to/with the project manager and the commercial team (SSRS, Excel, T-SQL, Queries)
• Familiar with Six Sigma Lean Methodologies (DMIAC)