SUMMARY

• A Qualified IT Professional with 8+ years of experience including 4 years of experience as a Service - Now suite developer and administrator.
• Working experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• Good experience in Remedy (ARS 7.5, 7.x, 6.x, 5.x) Development and Administration.
• Experience in SDLC (Software Development Life Cycle).
• Experience in, Master ARSuite, AR Schema, Flashboards, Remedy EIE, Remedy Web Services, SLA Management.
• Experience in designing, developing, Configure, customizing&administrating ITSM suite of applications.
• Customized ITSM (5.x/6.x/7.x/7.5), Incident, Problem Management and Change Management modules based on user requirements.
• Hands on experience in, Master ARSuite, AR Schema, Flashboards, Remedy EIE, Remedy Web Services, SLA Management.
• Experience in designing, developing, customizing &administering ITSM suite of applications.
• Experience in upgrading of ITSM suite from version 6.3 to 7.5
• Experience in setting up of CMDB 1.1 and 2.0.
• Worked on Customization of SRM according to teh client’s requirements and Configure with respect to backend applications i.e. Incident and Change Management.
• Good understanding of Helpdesk / Service Desk, Change Management, Asset Management, Change Tasking, Service Level Agreement processes
• Good Knowledge of ITIL and ITSM best practices.
• Good understanding of Remedy Mid-tier system, Web Services, Crystal Report.
• Hands on experience on various IT Services of Service-Now tool like Service Catalog Requests, Asset Management, Configuration Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Reporting, Integration with Web Services
• Good noledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• 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.
• Functional noledge and implementation experience of ITSM frameworks.
• Expert on ServiceNow Discovery module, comfortable deploying discoveries in a multi-datacenter environment. Proven ServiceNow implementation experience. Multi-domain/service provider model experience within a SNOW platform.
• Understanding of IT service management (ITSM) and teh ITIL business process. Maintain service level agreement (SLA) and monitor an SLA workflow.
• Create, monitor, modify, and publish service catalog workflows with approvals. Maintain Single Sign-On integration
• Create an access control rule (ACL) Use of scripting tools and ServiceNow functionality to create script to automate routine tasks being done in ServiceNow.
• Loads, manipulates and maintains data between ServiceNow and other systems.
• Familiar with ServiceNow Content Management System (CMS)
• Designed a site using CMS as per teh requested needs by business.
• Configuration Development and development of Requirement Integration components (SSO, LDAP).
• Configure Service-Now tool for teh defined processes. Design and develop scripts for any customization required. Supporting Power shell scripting in workflows.

TECHNICAL SKILLS

ITSM Tools: ServiceNow, 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.

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

Operating Systems: Windows, UNIX, Linux

Tools: Quest TOAD, OEM, SQL Developer, PL/SQL developer, SQL*PlusSQL*Loader, Crystal Reports 10, Crystal Enterprise XI, Business ObjectsERwin, MS Office, MS Visio WINSQL, WINSCP

PROFESSIONAL EXPERIENCE

Confidential, Greensboro, NC

ServiceNow Developer/Admin

Responsibilities:

• Assisting client implementing teh MSP (Managed Service Provider) instance for Service-Now and Domain separation for Service-Now Instances.
• Working with client and functional requirements within Service Now.
• Facilitating rollout of new applications and modules.
• Implement Service-Now customization including, but not limited to, Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, and data imports and exports.
• Actively Involved in End User Portal design, and also teh ongoing support and maintenance using CMS application Service Now
• dis is end-to-end development of teh catalog, which includes requirement analysis, catalog form design, workflow design along with teh dedicated catalog home page using CMS.
• Involved in CMS page layout design, by using teh HTML DIV based layout, drop zone creation along with JQUERY and CSS
• Assist in teh definition of business requirements and provide definitions and updates of system design documentation.
• ServiceNow application development; including creation and configuration of Service Catalogs, Email Notifications, Data imports and exports and Reports.
• Experienced in teh analysis, development and automation of various ITSM processes including Incident Management, Change Management, Asset Management, Service Request, Configuration Management including setup and configuration of MID Server and Configuration Item Discovery
• Teh service we also provide to clients is a semi managed service for administering their Service desks dat has been implemented. dis includes various administration tasks within Service desk software.
• Created Buttons and context menus both on form and lists using UI actions
• Designed many email templates by using html and jelly scripting and used them in notifications
• Worked with windows team, network team and Asset team in order to check for teh data collected through discovery is accurate.
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Configured chat functionality for Service Desk ticketing queue
• Created transform maps for importing CMDB data.
• Written script includes and invoked them in business rules and client scripts
• Imported Active Directory to Service now using data sources.
• Created data sources and loaded teh Service-Now tables with different data formats
• Created transform maps both automatic field mapping and scripting
• Also worked on Asset Management and loaded teh data into it.
• Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.
• Worked on teh integration of Service Now with Siebel, integrated Service Catalog and Incident module.
• Used JMS integration to fulfill dis requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill teh requirements.

Environment: Service Now, Asset Management, Incident Management, Problem Management, Fire eye, HTML, Java script, CSS, CMS, CMDB.

Confidential, San Diego, CA

Servicenow Developer/Admin

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 Management, Change Management, Problem Management, Knowledge, Service Catalog, CMDB in ServiceNow
• Coordinating teh instance upgrade activities.
• Involved in cloning activities like raising teh request for cloning and excluding some tables to not come under cloning.
• Worked on change management module by enhancing teh tool to teh stakeholders and made it easy to understand. worked on CMDB from teh scratch
• Worked on domain separation.
• Worked on DISCOVERY and set up mid servers and check for teh connectivity, Became an expert in troubleshooting Discovery tool.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, webservices, CSS, HTML5
• Worked on UI Macros to create pages as templates on requirement from teh 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 teh reports on variables, which are being used by catalog items.
• Writing Catalog client scripts and UI policies to make client side changes.
• Creating teh UI pages to use them in catalog items, Implemented using UI scripts.
• Creating Knowledge articles to document teh steps in creating teh catalog items.
• Working on different kinds of variables and variable sets.
• Working on order guides, to arrange them in sequential order to make teh 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 teh issues, which come up while teh tolls are getting interacted.

Environment: Service-Now, Crystal reports 2008/9.x, Netcool, CSS, HTML, Web Services, CMDB, BIRT 2.5.1, SRM 7.6, MS SQL server 2008.

Confidential, Pleasanton, CA

Service Now Developer

Responsibilities:

• Implemented Incident, Problem, Change management and Service Catalog in Phase-1.
• Designed and delivered technical methodologies around teh Service Now platform.
• Gathered requirement from stakeholders for attributes needed to develop Service Catalog items.
• Worked with clients to assess current state processes and tools, defined Service Now requirements and developed and configured teh Service Now platform.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Worked on various modules of Service Now like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Worked on Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations dat require modification of UI Pages/Macros.
• Designed Workflows, along with standard Workflow templates, which can be reused.
• Supported teh team responsible for teh implementation and administration of teh Service Now installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.

Environment: Servicenow, sqlp*Loader, import/export

Confidential - New York, NY

Remedy Developer

Responsibilities:

• Installed and configured ARS 7.0.1, Asset Management 7.5, Service Desk 7.0.1 (i.e. Incident Management & Problem Management), Change Management 7.0.1, Service Level Management 7.0.1, Service Request Management 2.1 and CMDB 2.1 on Windows/SQL Server environment.
• Instrumental in drafting IT Shared Services (ITSS) BMC Remedy 7.x project plan and finalize required architecture for teh same proposed project plan.
• Collaborated with organization wide team leads to fine-tune existing foundation data elements. dis step is an important precursor for teh client to start contemplating about Remedy 7.x upgrade.
• Designed and developed various new Service Request Processes using Advanced Interface Forms in teh SRM 2.x environment.
• Maintain a technical relationship with BMC Remedy and its support partners with regards to requesting enhancements, license management, reporting and tracking bugs, and planning upgrades.
• Participate in weekly business process meetings and provide guidance from technical and operations standpoint.
• Coordinate with various process managers in an attempt to either enhance existing ITIL driven process or establish new process dat are in alignment with ITIL framework.
• Added Business Value through recommendations and proposing solutions to optimize some of teh key business processes.
• Extensive Knowledge Transfer to internal staff about ITSM applications and best coding standards in Remedy.

Environment: Windows Server 2003, SRM 2.x, MS-SQL Server 2005, BMC Remedy 7.1 p3 ITSM 7.0.3

Confidential, Pittsburg, PA

Remedy Developer

Responsibilities:

• Successfully configured AR System components email engine, approval server and assignment engine.
• Integrated Incident management and task management modules with external applications using remedy web services.
• Data migration between servers using BMC Remedy Migrator and Atrium Integration engine (AIE).
• Successfully customized Asset Management module (Purchase Requisition & Purchase order), Configuration Management database (CMDB) according to client requirements.
• Configured Remedy Email Engine, Mid-Tier, and Approval and Assignment engine.
• Integration of custom applications and ITSM modules using view forms and web services.
• Responsible for loading of foundation data and transaction data using Remedy Data Management tool and Remedy import tool.
• Developed workflow to update Incident and Change work log using Incoming Email functionality.
• Reports generation in Remedy using AR System reporting, Crystal reports and Business Objects.
• Worked on giving relationships for teh Instances in CMDB.
• Good communication skills, Ability to work independently and good team player.
• Assisted business units in teh development of systems requirement and functional specifications.
• Worked on Documentation, such as Functional design documents, detailed design documents, Data flow diagrams, Data entity relationships documents for all teh internal projects.
• Successfully worked on System test plan execution & user acceptance tests.

Environment: BMC Remedy AR System 7.x, BMC Remedy Incident Management 7.x, BMC Remedy Problem Management 7.x, BMC Remedy Change Management 7.x, BMC Remedy Asset Management 7.x, BMC configuration Management Database (CMDB) 2.x,, SRM 2.x, Atrium Integration Engine 7.x, BMC Remedy Mid-Tier 7.x, BMC Remedy Migrator 7.x, Windows Server 2003, SQL Server 2005, Apache/Tomcat 5.5.x, Business Objects XI

Confidential

Remedy Developer

Responsibilities:

• Gathered requirements from various business groups/users. Analyzed and evaluated these requirements within ITIL framework and industry best practices
• Installed and configured Remedy Change Management application.
• Worked on Common Request System, Problem Tracking, Time Tracking System, Remedy application projects.
• Created and maintained documentations such as Functional design documents, detailed design documents, data flow diagrams, data entity relationships documents for all teh internal projects.
• Extensively involved in creating Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, and Escalations for work flow.
• Involved in installing and configuring Remedy Approval server and integrated with our internal application by defining various roles and rules of teh approval server.
• Created various Crystal Reports such as Monthly reports, SLA Reports etc., on Demand as well as Scheduled reports.
• Extensively involved in teh customization of Remedy Helpdesk Application 5.6 for teh support center department.

Environment: Remedy ARS 4.x, Remedy Import, Windows 2000/XP, MS SQL Server 2000.