SUMMARY

• 7+ years’ experience as Sr.System Administrator & Consultant (ServiceNow & BMC Remedy).
• As a Consultant and Administrator, I am authoritative in giving ITIL and IT Service Management Solutions in IT Infrastructure, I have the knowledge and understanding to propose, design and configure high - end systems within multi-million dollar projects.
• I bring high levels of professionalism, commitment and attention to detail to every project.
• I match customer requirements with industry best practices to deliver a design, implementation and support which provide the best of both.
• 4+ years of involvement in Design and architect arrangements utilizing every suitable part offered by ServiceNow to answer the requirements for business work processes, ticketing or other ITSM necessities.
• A ServiceNow Technology Analyst with experience on implementing end-to-end Service Catalog, Incident Management, Change Management, Problem Management, Asset Management and Release Management.
• Worked with Record Producers, Order Guides, Work Flows and Orchestration in Service Catalog Management.
• Worked extensively on LDAP integrations. Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC.
• Expertise in ServiceNow tasks such as delegation of groups, modification of CMS, workflows, business rules, UI actions, UI policies, UI Macros, ACLs, dictionary, Experience with application UI configuration, workflow design and client-specific reporting.
• Migrated code between environments using Update Sets. Knowledge on Merging UpdateSets and Retrieving Completed UpdateSets using Update Sources.
• Worked on integrating Service-Now with third party applications like BMC Remedy, Sales Force, and NetCool.
• Hands on experience with loading data from various data sources like File, JDBC and Web Services using Import Sets and Transform Maps.
• Excellent knowledge in Configuring Email Notifications and Scripting Inbound Email actions.
• Developing JavaScript and configuring Workflows to implement additional features, customizations and enable the process flow. Experience with integration components such as SSO, OpenID and OAuth.
• Uploading of Foundation Data using Import Sets and Transform Maps.
• Responsible for the ServiceNow tool administration module and creation of new Users, Groups, Roles, IT Services, Application, Access Control Lists (ACL).
• Experience of BMC Remedy ITSM 7.x implementations for large organizations in integrated environments.
• Working experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• Enthusiastic and flexible with strong organization and communication skills. Excellent written and verbal skill and can adapt easily to multicultural environments.
• Analytical and detail-oriented problem solver with strong work ethic.

TECHNICAL SKILLS

ITSM Tools: Service-Now, BMC Remedy, Knova.

Programming Languages: C++, JAVA, ASP DOT NET USING C#.

Scripting Libraries: JQuery, Java Script, and Apache Jelly, Angular.

Database: MS-SQL Server 2005, SQL Server 2008

Web Technologies: HTML 5, CSS, ASP.NET, Web Services, REST Web API.

Operating System: Windows, Linux

PROFESSIONAL EXPERIENCE

Confidential, Malvern, PA

ServiceNow Developer\Administrator

Responsibilities:

• Discussing the business requirements with clients and documenting them into process requests.
• 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
• Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, and Problem.
• Development of Service catalog which includes creating new catalog items, designing workflow and execution plans.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, cHTML5
• Writing Catalog client scripts and UI policies to make client side changes.
• Configured and retrieved the service catalog items from the databases for user friendly in new CMS UI pages
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Worked on CMDB from the scratch
• Configured Access Control Lists (ACL).
• Used GlideAjax in Client Scripts to call Server Side Script Includes.
• Implemented LDAP integration to load users from Microsoft Active Directory into Service Now
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Implemented Single Sign On (SSO) using SAML 2.0.
• Involved in creating of My Dashboard where it contains My Requests, My Reports of Incidents.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs writing script includes invoking them in reference qualifiers or variable scripting.
• Installed and Configured MID Server.
• Integrated“NetCool” monitoring tool using Web Services.
• Involved in script development - JavaScript, Jelly Script, and JQuery.
• Involved in daily Scrum meetings and updating the current status on the customizations and Queue.
• Created update sets for configuring in different instances i.e., temp, test, UAT, dev and production instances
• Created Asset Models and Asset Categories to map configuration items to Assets in Asset Management
• Created many scripts which includes, Business rules (server side code) and also modified OOB.
• Build reports, gauges, and home pages
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards
• Create and use update sets to move customizations between systems.
• Worked on User Management including creating Users, Groups, and Roles.
• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.

Confidential, Dallas, TX

ServiceNow Developer\Administrator

Responsibilities:

• Communicating with end users, identifying their difficulties and changing the applications as per their requirements
• Design of functional and technical specifications document.
• Worked on Incident Management, Knowledge Management and Service Request Management.
• Uploading of Foundation Data using Import Sets and Transform Maps.
• Created groups for set of users and used them for approval, assignment, receiving notifications.
• Assigned roles to users, for granting them access to particular applications in the system.
• Worked on Client Side Scripting and Server Side Scripting to meet the data requirements set forth by the customer.
• Made the use of UI Macros and UI Pages to fetch dynamic data and design GUI for Employee Self Service (ESS) Portal.
• Configured Service Level Management and Schedules.
• Used Access Control Lists (ACL’s) for securing and providing the right access to right person.
• Used update sets for moving group of configurations/customizations from one instance to another.
• Configured Inbound Emails as per the customer requirement to create and update an Incident or a Problem ticket through Emails.
• Configured Chat functionality.
• Worked using SDLC Application with requirements being provided using Scrum module (Sprints).
• Worked on customizations and requirements for SACM.
• Configured Language Internationalization for different language selections.
• Good knowledge on Single Sign on and event based integrations.
• Created reports, workflows, and Data imports for Incident, Problem, Service Request, and Change Service Now modules.
• Implementation of Software and Change Management, ServiceNow Change Management
• Extensive development in our Service Now platform including creation and customization of our Incident, Request, Service Change, Service Level, Knowledge and Configuration (CMDB) applications and processes.
• Responsible for gathering requirements and customizing Business Service Catalogs for AIG organization from the scratch.
• Created various reports and scheduled report generation using Pie, Bar, Calendar and List Charts.
• Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps.
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations, and Templates.
• Involved in providing the design solution, technical methodologies and processes solution to meet the customer requirements.
• Created Procedure guidelines used in supporting Technology and Application issues.
• Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.
• Responsible for preparing design level, Program-level and user-level documentation.

Confidential, New Jersey

ServiceNow Developer\Administrator

Responsibilities:

• Analysis of requirement specifications.
• Worked on Incident Management, LDAP and AD Integration.
• Uploading of Foundation Data using Import Sets and Transform Maps.
• Created groups for set of users.
• Assigned specific roles to specific users to grant them access to particular parts of the system.
• SLA Configurations.
• Change approvals and working on Workflows.
• Service Catalog and Request Workflow Design and Configuration
• Designing the Content Management System for Varian system which involved layout, CSS and service catalog work.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• 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 that 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 administer the tools and enhanced requests by java script.
• 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).
• Have hands on Experience on Integrating ServiceNow with third party tools and Domain separations for the external users to raise incidents in SNOW.
• Created reports, workflows, and data imports for Incident, Problem, Service Request, and Change Service Now modules.
• Responsible for analyzing, designing and developing business applications which involved customization, workflow administration, data imports, custom scripting using JavaScript.
• Coordinated ServiceNow environment/form back-end customizations. Notified clients and updated documentation
• Worked on Client Side Scripting and Server Side Scripting to meet the data requirements set forth by the Customer.
• Used update sets for moving group of configurations/customizations from one instance to another. Configured Inbound Emails to open an Incident or a Problem ticket through Emails.
• Imported Configuration Items(CI) from third party applications using import set table

Confidential

BMC Remedy Developer\Administrator

Responsibilities:

• Configuring ITSM foundation Data, Configuring SLA.
• Troubleshooting Notification issues, SLM & Approval related issues.
• Creating Custom Notifications as per requirement.
• Creating Custom Reports.
• Tech Lead to review the code, end-to-end workflows and application.
• Responsible for root cause analysis and impact analysis for technical issues.
• Change approver for new requirements and enhancements in the project.
• Release Manager for code and data to conduct UAT.
• Running the Migrator tool and migrating the ITSM data from development server to test server which included generation of the difference report of the various objects on one server with respect to the other.
• Customization of classes in CMDB.
• In depth working knowledge of Remedy User Tool, Import Tool, Developer Studio and Remedy Migrator.
• Familiar with data loading tools such Atrium Integration Engine and Atrium Integrator.

Confidential, Phoenix AZ

BMC Remedy Developer\Administrator

Responsibilities:

• Assessed the set of existing enterprise applications, infrastructure and tools to understand client's as-is state.
• Educating and spreading awareness to customer on adoption of industry’s best practices by tuning existing process and practices.
• Implementation of Incident, Change and Problem.
• Implementation of ServiceRequest Management and Customizations.
• Importing Data to the System CMDB, User Data.
• Reporting and Building Macros.
• Work on day to day Incident and change Tickets and maintain the Queue stable.
• Work on Incident, Change related customizations as per the customer requirements.
• Conducted foundation data workshops so that customer understands the data structure of the tool.
• CMDB Related configuration and resolving the issues related to it.
• Proficient in ITSM Out of Box Process Configuration and Customization.
• Experience in CMDB for building Reconciliation Rules, Creating and running jobs in RE Manager, working with classes and good knowledge of Common Data Model.
• Experienced in creating documentation and training users.

Confidential

BMC Remedy Developer\Administrator

Responsibilities:

• Customizations and enhancements in CM, IM, PM, SR according to customer needs.
• Requirement Analysis and Designing for Service Requests.
• Requirement Analysis and feasibility study for Change Management and Change review.
• Migration of data between different environments.
• Configuration of data.
• Technical support for BMC remedy
• Monitoring application and mid-tier servers.
• Email Integration.
• Customer on boarding.

Confidential

Production support Engineer

Responsibilities:

• Providing On call support for highly critical issues outside the office hours.
• Bug fixing of Service Manager and Asset Manager different versions.
• Setting up customer system on our lab systems. Did for Boeing and Thomson Reuter.
• Most of the work involved in exploring the code and understanding the logic in customer environment.
• Used to interpret exceptional (boundary) cases and handled the map appropriately.
• Participated in post-incident Problem management processes to identify the root causes of issues, and then develop plans to remediate issues.
• Developed moderately sophisticated database queries to extract data from various tools, filter and transform the data (pivots, etc.) and visualize data for reports and present.