SUMMARY

• 9+ Years of IT experience in Software Design, Development, Analysis, Testing and Implementation
• More TEMPthan 5 years of hands on experience in the IT industry by providing ITIL and IT Service Management Solutions in IT Infrastructure with expertise in the ITSM suite (Service - Now) and (BMC Remedy).
• Extensive experience in ServiceNowand BMC remdy development and Implementation.
• Hands-on expertise in the design, development, implementation, and administration of information technology applications using Remedy Action Request System.
• End to End Development and Customization of Incident/Problem and Change management applications per ITIL and Invesco's processes and policies.
• A ServiceNow Technology Analyst with experience on implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.
• Design and engineer solutions leveraging all appropriate components offered by Service-Now to answer the needs for business workflows, ticketing or other ITSM requirements.
• Developing JavaScript and configuring workflows to implement additional features, customizations and enable the process flow.
• Post roll out production support. Experience of handling Bug Fixes and Enhancement requests
• Experience in configuring theIncident Management, Problem Management, Change Management, Service Request Management applications and BMC Atrium CMDB
• Good at Servicenow Web Integration, LDAP Integration and Email integration.
• Conceptual and strategically analytical with an ability to understand information system and thoroughly analyze and address business needs.
• Worked on security related tools like Access controls, groups and roles.
• Gathering requirements and converting BRD’s into technical requirements. Created design patterns & implementation plans for ServiceNow enhancements.
• Experience in Manipulating, Loading and maintaining data between Service-Now and other systems.
• Worked on End to End implementation of CMDB module using Discovery tool in ServiceNow.
• Integrated Service-Now with a third party product to store all the credentials to maintain security of the credentials.
• Experience in LDAP Integration.
• Experience in Content Management System (CMS) in ServiceNow.
• Extensive knowledge of creating and using Remedy Workflow such as Remedy Forms, Active Links, AL guides Filters, Filter Guidesand Escalations etc.
• Good Understanding of Remedy Mid-tier system, web services, Crystal reports.
• Expert in designing, developing, maintaining and optimizing the Universes using Designer module.
• Acted as key person in gathering knowledge base documentation from the support teams. Co-ordinate knowledge transfer sessions for seamless consolidation.
• Logs technical support incidents, problems and requests into Service-Now. Monitors incidents assigned to the Administrator.
• Experience interfacing with stakeholders, system analysts, senior management with excellent communication and interpersonal skills.
• Gathering requirements and converting BRD’s into technical requirements. Created design patterns & implementation plans for ServiceNow enhancements.
• Skilled with numerous front end tools include Html, CSS, JavaScript in web designing
• Strong experience in SQL, Stored Procedures, Triggers and Packages.
• Expertise evaluating the performance of SQL statements and SQL modules.

TECHNICAL SKILLS

Languages: C, C++, C#, Objective C, JavaScript, SQL, Java,HTML, CSS, XML, AJAX, JSON

Scripting Languages: JavaScript, Jelly

Database: MS SQL Server, CMDB

Tools: SQL, Xcode, Visual Studio,Eclipse

Operating System: Windows, IOS

BMC Remedy: Remedy ARS, Remedy ITSM Suite,HelpDesk, Change Management, SLA Management, Asset Management, Mid-Tier, CMDB, Remedy Import, Remedy Approval Server, Remedy Flashboards, SAML, Crystal Reports, Remedy Migrator, Sharepoint, SSO, SOAP, Good understanding on Oracle and more.

ServiceNow: Incident Management, Problem Management, Change Management,Scripting, REST/SOAP web services, LDAP Integration, Notifications, Asset management, CMDB, CMS and more.

Analyst: Microsoft Dynamics CRM 2015, Visio, Microsoft Office, WebEx, SnagIt, Camtasia, ServiceNow, MS SQL Server, TMW - Transportation Management System, Visio.

Packages: MSOffice (Word, Access, Excel Outlook andPowerPoint)

Web Services: REST, SOAP

Other: Knowledge Of OpenGL, Artificial intelligence.

PROFESSIONAL EXPERIENCE

Confidential, Harrisburg, PA

Servicenow Developer

Responsibilities:

• As a ServiceNow Developer/Administrator, I is responsible for Configuration, Customization, and Integration with External Services, Administration ServiceNow processes (User management/Group management), Functions, Service Catalog and Workflow.
• Adding, Understanding existing Help Desk and Customer Service Management System to migrate from existing to ServiceNow.
• 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
• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions dat automate and audit business processes to customize the instance as per Business needs
• Involved in working with process owners to develop workflow, implement the workflows in Service Applications and the administrator tools and enhanced requests by java script.
• Customized UI Appearance for Problem and Change Management Application which is simple, intuitive and easy to use,
• Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
• Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items, service catalog items.
• Responsible for gathering requirements and customizing Business Service Catalogs for AIG organization from the scratch.
• Created ServiceNow - Web service integration (inbound and outbound) with third party applications,LDAP integrationand Email integration.
• Generated web services using SOAP and REST.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations, and Templates
• Wrote Business rules to avoid empty configuration items to be inserted into CMDB after discovery tool runs a scheduled job.
• Created Data Sources for various external applications. Used Import sets and Transform maps to import data into ServiceNow.
• Created Update Sets to migrate customizations from one instance to another instance.
• Created Email Templates and Email Notifications.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Supported the team responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Created various SLA’s as per client requirement with the Incident Management applications.
• 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.
• Created Procedure guidelines used in supporting Technology and Application issues.
• Use business analysis skills to directly interface with customers to design and build applications dat meet business goals and objectives.

Confidential, Dallas, TX

Servicenow Developer

Responsibilities:

• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• Created reports, workflows, data imports for Incident, Problem, Service Request, and Change Service Nowmodules
• Responsible for gathering requirements and customizing for CTI integration for organization from the scratch.
• 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
• Gathered requirements from stakeholders at various phases to leverage ServiceNow within organization on End user self-enablement portal using CMS.
• Interface extensively with all areas of the organization including Operations and Development.
• Worked in configuring ServiceNow on Windows/UNIX platform with back end as Oracle 10g Database.
• 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

Confidential, Malborough, MA

ServiceNow Performance/Business Analyst

Responsibilities:

• Generating Daily/weekly/monthly reports to highlight the regular business performance.
• Communicating required Reports to Manager/Client by Creating Notifications regularly.
• Creating alrert levels for Incident, Change and Problem Module Performance.
• Creating and Modifying Guages and Homepages for end Users.
• Scheduling report Notifications to Development teams and QA teams over the Period of work.
• Facilitated meetings with clients to gather business requirements & assist the business in prioritizing (and re-prioritizing) requirements. Captured as-is business processes related to current end to end systems.
• Produced end user training documentation identifying different functionalities of the solution.
• Created business requirement, training documents and test scripts to ensure end solutions meet clients' needs.
• Created current and future to-be documents using user stories and use cases to assist the project team clearly understand the requirements.
• Provided process expertise to technical developers by defining the functionality to be accomplished during the development phase.
• Worked along with the development team to capture the current technical processes to allow streamlining the solution on the new online platform.
• Updated current end user training documentation identifying different functionalities of the solution.
• Provided process expertise to technical developers by defining the functionality to be accomplished during the development phase.
• Assist with the development of operational framework & staffing model to support technology infrastructure across Canada.
• Development and documentation of processes, procedures and training material.
• Development of Short Service Worker safety program to reduce safety incidents.

Confidential, Tulsa, OK

Remedy Developer/Consultant

Responsibilities:

• Understand the SRM business requirements provided by Solution Architects and convert them into technical specifications.
• Involved inInstalling and Configuring ITSM 7.6
• Involved in coordinating withoff shore teamand working with the client.
• Analyzed and evaluated the requirements within ITIL framework and industry best practices.
• Customization ofSRM accordingto the client’s requirements and Configure with respect to backend applications i.e Incident and CMDB.
• Manage the BMC Remedy Incident Management application queue for the BMC Remedy development engineers' team, ensuring proper assignment of new incident tickets.
• Developed three-part user training guides for the Advanced and Customer Search and Reporting features of the BMC Remedy Incident Management application.
• Developed and presented a product demonstration script providing a step-by-step process for completing the IT Service Management lifecycle, based on ITIL best practices, leveraging the BMC Remedy Incident, Change and Release Management v7.6.04 applications.
• Developed script for and conducted a BMC Remedy Change Management v7.6.04 demonstration to assist National Service Desk Regional Directors in defining new change management processes centered on ITIL best practices.
• Participate in regular meetings with customer, developer team and BMC Premiere Support to ensure all customer issues and system enhancement requests reach the fastest possible resolutions.
• Conducted regression and user testing for bi-directional adapter used for mapping key data elements to facilitate the creation and modification of halp desk tickets to and from applications of different versioning (Remedy Help Desk 5.5 and BMC Remedy Incident Management v7.6.04).
• Developed training materials and recorded BMC Remedy Incident Management v7.6.04 online training for national service desk end user community.
• Provided detailed documentation of post-production test results to include all issues encountered during "Go-Live", identifying actions taken and resources Created and maintained documentations such as Functional design documents, detailed design documents, data flow diagrams, data entity relationships documents for all the internal projects.
• Created join forms in order to combine the allocated assets and asset power circuits to extract the data from two forms and use dat in the customized workflow process.
• Developed consuming and publishingweb servicesusingWSDL, SOAP, XMLto establish communication between remedy and external system.
• Identified and defined newCIs in BMC Atrium CMDB..
• Involved in the project “Zero ticketing based system” and implemented theself service consolefor users to manage the group membership, assignment rules, type/subtypes and SLA rules.
• Developed distributed server mappings (DSO) to synchronize the user account access/renewal/termination data between Moble application and Corp IT servers
• Created variousCrystal Reportssuch as Monthly reports, SLA Reports etc., on Demand as well as Scheduled reports.
• Involved in System test, Integration test and Regression test of projects.
• Extensively used AR Inside, AR Utilities, tools used for debugging the issues.
• Testing existing functionality of various process flows after the Remedy Upgrade.
• Handling the production support,On Call support, deploy the Remedy as well as Java codeto the production environments and reboot the web, application servers during every maintenance release.

Confidential, OH

CMDB Specialist &Engineer

Responsibilities:

• As an Engineer - Infrastructure & Operations I have been assigned to evaluate, Implementation & Support the Remedy application. Have a built & handling team size of 14 members.
• I have also managing Remedy which is project of critical importance to the operations in multiple locations. Company have entrusted responsibility of Application Release management of Honeywell’s 136 Application like SAP, PeopleSoft, Seibel etc.
• Release of all the application planned & liaison with the Director IT & process owner before the release application. Other TEMPthan training internal Honeywell employees on ITIL V3contribution to align the organization with the best practices as per ITIL and work towards ISO 20000 certification.

Confidential

Software Developer

Responsibilities:

• Involved in creating Front end screens using Html, CSS.
• Customized web pages according to client requirements using CSS, JQuery and JavaScript.
• Collaborating with senior web developers and Business analysts to gather technical requirements.
• Fixed bugs and deploying Web applications to different environment.
• Creating Cross browser compatible and standard compliant using CSS based page layouts.
• Customized Error page after error handling.
• Participated In regular team meetings for technical development of Company.
• Regularly Checked Ongoing work and performing error debugging if necessary.
• Support customer issue resolution by investigating issues and determining product changes required to resolve the issues.

Environment: Html, CSS, JQuery, JavaScript, Windows, Linux, MS Office, XML, Visual Studio.