SUMMARY

• Overall responsibility, including management, maintenance, upgrades, and improvements for IT Service Management application (ServiceNow) and underlying ITIL Processes.
• Maintain the integrity of the Service - Now tool across production and non-production environments.
• Perform installation and testing of vendor-provided updates and new releases.
• Work with business users to identify and refine business requirements and workflows.
• Build custom reports and scheduling, gauges, and home pages.
• Customization and Configuration of Service Watch, Dashboards.
• Maintain service level agreement (SLA) and monitor an SLA workflow.
• Create new service catalog requests and items with variables.
• Create, monitor, modify, and publish service catalog workflows with approvals.
• Create and use update sets to move customizations between systems.
• Search, populate, and customize the knowledge base, Content management System (CMS).
• Create and implement access control rules (ACL).
• Hands on Experience on CreateNow suite, PPMC Suite, HR Case Management, Time Card and On Call scheduling modules.
• Experience in Remedy EIE, Remedy Web Services, SLA Management.
• Experience in designing, developing, Configure, customizing and administrating ITSM suite of applications.
• Customized ITSM (5.x/6.x/7.x), Incident, Problem Management and Change Management modules based on user Requirements.
• Created and configured Service request processes for SRM 2.1/2.2 and Customization of SRM 2.2
• Good understanding of Asset Management, CMDB, Service level Agreement, Remedy Mid-Tier, Web Services, Crystal Report.
• Extensively involved in the configuration of the ARS Remedy with up to date client foundational data, Auto-Routing the Incident, Problem and Change tickets using “Assignment Engine 7.1” and “Approval Engine 7.1”.
• 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 the client’s COTS and custom applications using the Remedy Utilities.
• Posse’s expert knowledge in implementing Approval process for Change Management as well as Custom Applications.
• Strong working knowledge of Oracle (10g/9i/8i).
• Experience in developing and customization of Flashboards and service level Agreement (SLA) modules for Remedy ITSM.
• Coordinated day to day change related activities with Change Coordinators working within Change Team
• Reviewed ticket quality to ensure RFCs are raised as per approved Policies and procedures for Remedy Change Management as per HITS ITSM framework.
• Reviewed Change Process and Process documentation on regular basis to Remedy Change Management Internal and External Audit Compliant.
• Conducted Weekly CAB (Change Advisory Board) Meetings with HITS SBGs, Site Leads and Supplier teams to Review and discuss 7 day forward schedule changes, Failed Changes etc.
• Chaired Weekly SBG Meetings with business representatives to identify any pain points, partner complaint areas and working on solutions to avoid repeated partner complaints with Change Process and Procedures.
• Conducting PIR (Post Implementation Review) with Change Requester, Implementers for All Backed Out and Unsuccessful Changes in Honeywell Production Environment.
• Developed a set of actionable and targeted change management plans - including communication plan, sponsor Roadmap, coaching plan, training plan and resistance management plan.
• Overall responsibility for the resolution of all problems and changes within SO Service Delivery.
• Manage all problems in accordance with the Problem & Change Management process.
• Minimize the impact of problems on the availability of services.
• Ensure the quality and accuracy of problem information.
• Manage the root cause analysis process for problems that affect availability.
• Responsibility for ensuring that all Changes are appropriately documented, approved & accurate.
• Responsibility for ensuring that all Changes are accurately implemented on Time.
• Produce weekly Change Management Statistics.
• Drive proactive quality improvement and Perform Trend Analysis.
• To facilitate the provision of Service Delivery Reporting support to the Management organization.
• Ensure High Quality, Timeliness & Accuracy of all Reports.
• Produce daily, weekly and monthly reports as agreed with customers.

PROFESSIONAL EXPERIENCE

Confidential, Atlanta, GA

Senior. ServiceNow Developer

Responsibility:

• Involved in gathering the requirements from the Business Team and creation of technical, functional specification documents.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service-Now
• Worked on loading the data into Service-Now using import sets
• Extensively worked on the Implementation, Configuration and maintenance of Business Rules, Client Scripts and UI Policies.
• Integration of Service-Now with Oracle SOA WebServices.
• Involved in creating and configuring the SLAs as per the requirement.
• Designed User Interface for Catalog Design and worked Catalog Designer.
• Imported data from various data sources (FILE, JDBC) using import sets and transform maps.
• Communicated with external web services using SOAP Messages and REST.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Imported Configuration Items(CI) from third party applications using import set tables.
• Involved in migration between various Service-Now instances using Update Sets.
• Loaded assets into SNOW from third party system using Web Services and Import Sets.
• Involved in customizing the forms for the Incident, Change and Problem Management ITIL processes.
• Defined and configured DISCOVERY schedules and Worked on DISCOVERY and set up mid servers and check for the connectivity.
• Setup MID Server used by DISCOVERY and troubleshooting problems with the tool configurations.
• Development of Service catalog - catalog items, designingworkflows and execution plans.
• Excellent knowledge on code migration between various ServiceNow environments using Update Sets.
• Worked on CMDB and populated the CMDB by importing the data of IT assets into the system, centralizing the information.
• Involved in redesigning the workflows using ServiceNow workflow editor
• Involved in reconciliation of complicated workflows to simpler form.
• Configured multiple Catalog Items Front-end web/ GUI components using JavaScript, CSSand HTML5.
• Creating the UI pages to use them in catalog items using the UI Scripts.
• Responsible for the acceptance, identification, storage and withdrawal of all supported CIs.
• Responsible for ensuring that all the CIs are registered and these records are correct and up to date.

Environment: ServiceNow Eureka/Dublin, Windows 11, XML, Oracle 11g, Toad, SQL*Plus, SQL*Loader, UNIX.

Confidential, Englewood, CO

Senior Service-Now Consultant.

Responsibilities:

• Involved in gathering the requirements from the Business Team and creation of technical, functional specification documents.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service-Now.
• Worked on loading the data into Service-Now using import sets.
• Extensively worked on the Implementation, Configuration and maintenance of Business Rules, Client Scripts and UI Policies
• Integration of ServiceNow with Oracle SOA WebServices, Dynatrace.
• Involved in creating and configuring the SLAs as per the requirement.
• Designed User Interface for Catalog Design and worked Catalog Designer.
• Imported data from various data sources(FILE, JDBC) using import sets and transform maps.
• Communicated with external web services using SOAP Messages and REST.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Imported Configuration Items(CI) from third party applications using import set tables.
• Involved in migration between various Service-Now instances using Update Sets.
• Loaded assets into SNOW from third party system using Web Services and Import Sets.
• Involved in customizing the forms for the Incident, Change and Problem Management ITIL processes.
• Defined and configured DISCOVERY schedules and Worked on DISCOVERY and set up mid servers and check for the connectivity.
• Setup MID Server used by DISCOVERY and troubleshooting problems with the tool configurations.
• Development of Service catalog - catalog items, designing workflows and execution plans.
• Excellent knowledge on code migration between various Service-Now environments using Update Sets
• Worked on CMDB and populated the CMDB by importing the data of IT assets into the system, centralizing the information.
• Involved in redesigning the workflows using ServiceNow workflow editor
• Involved in reconciliation of complicated workflows to simpler form.
• Configured multiple Catalog Items Front-end web/ GUI components using JavaScript, CSS3and HTML5.
• Configured multiple forms for Asset module using Configuration Management Database.
• Resolving typical Users access and roles issues by checking Active Directoryand users table.
• Pulling reports and scheduling the reports as per the client requirement.
• Creating database views to pull the reports on variables which are being used by catalog items.
• Writing Catalog client scripts and UI policies to make client side changes.
• Creating the UI pages to use them in catalog items using the UI Scripts
• Creating Knowledge articles to document the steps in creating the catalog items.
• Working on different kinds of variables and variable sets.
• Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Responsible for the acceptance, identification, storage and withdrawal of all supported CIs.
• Responsible for ensuring that all the CIs are registered and these records are correct and up to date.

Environment: ServiceNow Berlin/Calgary, Windows10, Oracle 11g, WINSCP, SQL*Plus, JavaScript, UNIX, Linux.

Confidential, Irving, TX

ServiceNow Consultant.

Responsibilities:

• Involved in providing the design solution, technical methodologies and processes solution to meet the customer requirements.
• Manage and coordinate activities during the overall ticket life cycle in Incident and Problem Management
• Developed new user interface for Help Desk Team.
• Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools and enhanced requests by java script.
• Performing quality assurance testing and user acceptance testing.
• Created reports, workflows, data imports for Incident, Problem, Service Request, and Change Service Now modules.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations and Templates.
• Responsible for preparing design level, program-level and user-level documentation.
• Creation of Ordered Guides.
• Involved in the complete end to end cycle of coding, testing, debugging, maintaining and refining the computer software in Service Now to produce the required product in an Agile development environment
• Created Procedure guidelines used in supporting Technology and Application issues.
• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and Business processes.
• Configured Service Level Agreements to define certain levels of service from both internal and external providers
• Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items and Service catalog items.
• Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.
• Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.
• Responsible for maintaining and growing data held within ServiceNow such as our users, locations, configuration items, service catalog items.
• Application UI Configuration.
• Development of requirement integration components (SSO, LDAP, SOAP).
• Converted the Service Catalog into a fully functional website using Content Management module.
• Design and Configuration of workflows
• Configuration of Email Notification to alert users on ServiceNow activities.

Environment: JavaScript, Java, Html, CSS, Glide Script, Service Now, Web Services.

Confidential, Houston, TX

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 the knowledge base.
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the 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 the 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 the 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 automateAnd audit business processes. to customize the 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 enhancement‘s in Workflow Modification, Form View, Security Contextual, UI Action, etc

Environment: Html, CSS, JavaScript, Glide Script, ServiceNow.

Confidential

Senior System Operations Specialist.

Responsibilities:-

• Implementation of Problem Management, Incident Management, Change Management, Service Catalog Management and Email Notifications.
• 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. 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 the knowledge base.
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the 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 the system
• 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 the 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 the instance as per Business needs

Environment: JavaScript, Java, Html, CSS, Glide Script, Service Now, Web Services.

Confidential

Worked as Technical Specialist.

Responsibilities:

• SLA Compliance.
• Tracking the life cycle of an incident.
• Monitoring and Assigning correct severity to an incident as per the SLA.
• Ensuring the incident is resolved within the agreed time period mentioned in the SLA.
• Hierarchical and functional escalations.
• Interface monthly with CLIENT to review monthly performance against the SLA.
• Representing the competency in the daily, weekly, monthly governance calls with the client, vendors.
• Overall responsibility for the resolution of all changes within specified delivery.
• Manage all issues in accordance with the Change Management process.
• Ensure the quality and accuracy of change information.
• Responsibility for ensuring that all Changes are appropriately documented, approved & accurate.
• Responsibility for ensuring that all Changes are accurately implemented on Time.
• Produce weekly Change Management Statistics.
• Drive proactive quality improvement and Perform Trend Analysis.
• Ensure High Quality, Timeliness & Accuracy of all Reports.
• Produce daily, weekly and monthly reports as agreed with customers.