SUMMARY

• Senior IT professional with over 10+ years of IT experience in which includes Solid experience in ITSM Management / Consultation / Development and Process Engineering.
• Configured Applications using Service - Now tool used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large-scale Service Now implementations.
• Experience in Installation and Configuration of different modules of Service-Now.
• In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
• Servicenow applications implemented: Incident, Problem, Change, Configuration, Asset Management, Software Asset Management, Contract Management and Procurement.
• Deftness in carrying out implementation, troubleshooting, development and configuration of BMC Remedy and Servicenow Applications
• Strong technical knowledge of AR System Platform and ITSM Products (Incident Management, Change Management, Problem Management, Asset Management, SLM, SRM, CMDB, AIE)
• Functional knowledge, implementation and configuring of ServiceNow CMDB, Discovery as per the clients requirement.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Strong technical knowledge on Java scripting, Web APIs which includes SOAP and REST.
• Experience in Application Architecture, Analysis, Technical Design, Development, Implementation, Performance Tuning, Testing, Configuration Management and Release/Build management in all stages of Full Software Development Life Cycle (SDLC) of software applications using J2EE technologies.
• Worked with different bug tracking tools like JIRA, Remedy, Clear Quest and Bugzilla.
• Full understanding of SDLC, RUP, Agile, SCRUM Methodologies and process.
• Experience in Implementation, understanding, performance and configuring Event management and Orchestration as per the requirements.
• Worked closely with Product Management and Development Team to ensure testing is comprehensive. Expertise in implementation of Automation Tests and Manual Tests. Involved in Requirement Management, Peer reviews, Inter group coordination and Training Programs.
• Good analytical, problem solving, communication skills and have the ability to work either independently with little or no supervision or as a member of a team.
• Good knowledge on Integrating various cloud components like AWS APIs into Orchestration.
• Full understanding of VMware VRA, Chefand integrating into orchestration activities in servicenow.

PROFESSIONAL EXPERIENCE

Confidential, Cambridge, MA

Sr. Servicenow Architect

Responsibilities:

• Created a route map for the greenfield implementation of Servicenow project and migration of legacy tools onto servicenow.
• IT Service Management applications development onServicenowplatform to automate the day - to-day corporate business processes.
• Managing all the activities like Instance cloning, patch upgrade and Post fix implementation after clone.
• Created all JavaScript logic (validation, animations, transitions, template, date picking etc.
• Interaction directly with functional/process owners over phone or WebEx to understand the business processes and new requirements.
• Designing new Workflows and modifying the existing workflows according to new requirements in an efficient manner.
• Development and design of Self Service Portal.
• Developed several client side scripting, catalog scripts, UI scripts, server side scripting based on business rules.
• Creating custom Tables, Fields and configuring Access Controls over them.
• Configuring Data Sources, Import Sets, SLA/OLA, LDAP and Transform maps.
• Development/Integration of Web services for B2B communication for Change Management using inbound and outbound actions with script Includes and Sonic for the synchronization between third party and the Service Now Change application by processing XML Tags containing the full information of the record.
• Gathered requirements for SLA and configured inServicenow.
• Worked on User Management to add, update and deactivate users inServicenow
• Worked on Macros and formatters.
• Following the Release process to develop and deploy the code in development to production environments as per proper approval from functional leads
• Configuring Integration Web Services with Third Party application by using SOAP Web service.
• Enhancing the Service-Now functionality by customized JavaScript code to support the new business needs.
• Deployment checklist and test case document preparation.
• Incorporating the coding standards and best practices in the implementation.
• Deploying the developed code to Stage/QA/Production instances using Update Sets.
• Providing support during the UAT process and postproduction deployment.
• Root Cause Analysis for the incidents and interruptions in process flow and applying fix for the same within the SLA duration.
• Conceptual and strategically analytical with an ability to understand information system and thoroughly analyze and address business needs.
• Creating workflows to handle the status flow once the request is received from an external tool.
• Key contributor in Service Integration ITSM Tools team including configuring ITSM tools to engage effectively over the Service Integration Layer, building Web Services for different technologies and providing support for demos to internal stake holders as well as client stake holders.
• Assist in client demo activities.
• Create technical specification documentation after all the work has been done.

Environment: Windows 7, JavaScript, XML, HTML,ServicenowFuji, CSS, AJAX, CMDB, BIRT 2.5.1, SQL Server.

Confidential

Sr. Servicenow Developer Architect

Responsibilities:

• Worked as a Servicenow solutions Architect to design, implement, configure and develop the modules as per the clients requirements.
• Involved in Change Review Board (CRB) meetings to give the different development solutions possible for the change module that needs to be built on top of out of box functionalities.
• Worked with the steering committee to provide the right estimations for the Go Live Date.
• Configuring Servicenow ServiceWatch to determine and map all the relationships from the Visio diagram related to the classes.
• Involved in determining the relationships using Servicenow ServiceWatch to find the relationships and mapping between app instances, applications, business services an infrastructure services.
• Involved in providing the design solution, technical methodologies and processes solution to meet the customer requirements.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
• Created reports, workflows, data imports for Incident, Problem, Service Request, and Change Service Nowmodules
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups.
• Setting up Single Sign on (SSO), cloning the instances and configuring mid server.
• Working knowledge on Active Directory, LDAP and integrating it with servicenow.
• 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.
• Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.
• Understanding and developing web services description language (WSDL), APIs etc. from both client and server side using Glideajax, Glide form, Glideaggregate, Glide Record and Glide dialog Window.
• Responsible for access control, security, minor enhancements such as form or workflow editing, and UAT/Regression testing of any development.
• Developed and administered Software Life Cycle Development(SDLC) for handling sprints, writing stories an assigning stories to the developers depending on skill level matrix.
• Responsible for preparing design level, program-level and user-level documentation.
• 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
• Manage and coordinate activities during the overall ticket life cycle in Incident and Problem Management
• Performing quality assurance testing and user acceptance testing.
• Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items, service catalog items
• Responsible for Upgrading instances, quarterly patches and cloning the instances.
• 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
• Customized UI Appearance for Problem and Change Management Application which is simple, intuitive and easy to use.
• Worked on Tomcat, Websphere as an administrator.
• Setting up Change Management along with Advanced Risk Assessment Calculator (on a script include level)
• Integrated JIRA in Servicenow.

Environment: Service Now, Asset Management, Incident Management, Problem Management, HTML, Java script, CSS, JQuery, MS SQL server 2008

Confidential, Omaha, NE

Servicenow Consultant

Responsibilities:

• Developed custom probes and sensors to populate CMDB with pertinent asset data via JavaScript, Perl and PowerShell
• Access Control List (ACL) on an SNMP device can prevent Discovery from identifying the device
• Worked on Servicenow ServiceWatch to determine the relationships and mapping the app instances, app platforms depending on the business service or infrastructure services.
• Extensively Implemented Servicenow process of implementation for Incident Management, Problem Management, Change Management, Asset Management, Service Request Management (Service-Catalog)
• Working as a Developer to in corporate the requirements in the Servicenow tool in an optimal way
• Working on the Systems Requirement Specification (SRS) including problem analysis and system definition models
• Troubleshooting the issues with the firewalls, Access controls, security and other issues relate to Mid Server.
• Knowledge on HTML5, JavaScript and CSS3
• Defined the functional needs for our ITSM system, Servicenow and designed the specific implementation.
• Implementing Servicenow Discovery and CMDB and integrating it with Change management
• Assist clients address business needs through the application of the Servicenow platform in support of ITIL best practices.
• Worked on web services like SOAP/REST
• Preparing Implementation Plan for every release in Servicenow and provide Walkthrough to the entire team to execute the steps.
• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in Servicenow.
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating Servicenow with other systems and customization
• Working on the release and problem management from requirements gathering through testing
• Worked on the things relating to Servicenow: Discovery, Automation, CMDB population, Security & Roles
• Worked on Servicenow scripts by using JavaScript including client scripts and mail scripts
• Worked on customizing user interface including forms, lists and created record producers for incident and change management
• Customized and created workflows for change management, knowledge management and for service catalog items
• Monitored and performed Servicenow admin activities, which involves group, user administration.
• Worked on automated workflow, created training documents, trained personnel, updated processes and procedures
• Successfully managed and developed large-scale implementations of Servicenow across multiple processes and applications for clients in multiple verticals.
• Orchestrated the efforts of vendors, and internal divisions/departments to internalize new IT Asset Management processes
• Managing Servicenow (Change Management) to automate and standardize business processes for all Go-Lives. Consolidating all global IT to a single system of record.
• Involved in change and release to production touch points, incident and problem management processes
• Involved in operation, requirements identification and documentation, preliminary and detailed system definition, system design reviews
• Integrated SCCM in Servicenow
• Involved in MID Servers for granted access to the SNMP devices by the ACL
• Implementing Servicenow Discovery and CMDB and integrating it with Change management
• Budget management for all ITSM, Service desk and QA departments

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, Dallas TX

Service Management Developer (Servicenow)

Responsibilities:

• Working with process owners and business stakeholders to translate business requirements into functional requirements within Servicenow.
• Use JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Create various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Assist in the import of configuration and asset data.
• Implementation, Customization and Configuration of different Service Manager modules like Change Request, ESS, Service Desk, Incident, Service Catalog, Problem and SLM.
• Working on Report, dashboard designing.
• Developed automated mappings to schedule the load of flat files on daily, weekly and monthly basis.
• Involved in testing service now form and reports for correct mapping of the objects and data correctness.
• Preparing documentation for requirements, design, install and unit testing and system integration of service now.
• Involved in production support for all the service now and report related issues.
• Used PL/SQL with Oracle databases to gather and report on data from the Oracle data gathering and analysis work using TOAD for Oracle.
• Trained all the users of the reports on using InfoView and exporting reports to various formats.
• Designed, developed, and maintained the report portal, which provides user access to scheduled reports preferences and report parameters.
• Provided one-on-one user training, guidance and instructions pertinent to Crystal Reports and Business Objects report and information retrieval from Oracle databases.
• Involved in testing universes and reports for correct mapping of the objects and data correctness.
• Preparing documentation for requirements, design, install and unit testing and system integration.
• Involved in production support for all the service now and report related issues.

Environment: Service Now, Asset Management, Incident Management, Problem Management, HTML, Java script, CSS, JQuery, MS SQL server 2008

Confidential, Irving TX

Servicenow Engineer

Responsibilities:

• Involved in analysis of end user requirements and business rules based on given documentation and worked closely with tech leads and Business analysts in understanding the current Servicenow system.
• Developed solutions in the service-now platform that are suitable and ITIL compliant, identify and define business solutions for ITIL users.
• Facilitating rollout of new applications and modules.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Worked with business analyst to create and modify Service Catalogs and Request Workflow Design and Configuration.
• Designing the Content Management System for Varian system which involved layout, CSS and service catalog work.
• Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Worked on Creating Users, Roles and Groups and load the data to service-now objects using import sets on daily, weekly, monthly and on request basis.
• Responsible for creating homepages including basic reporting.
• Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.
• Generating weekly reports and metrics for IT management.
• Created many standard workflows which are being re-used and propagated and handled many custom events.
• Document existing and future state business processes, define and document functional requirements, and conduct information flow analysis and process modeling within and across multiple business streams.
• Maintain the integrity of the service-now tool across production and non-production environments.
• Provide training on service-now process, operations, capability to all required teams.
• Involved in production support for all the service now related issues.

ENVIRONMENT: JavaScript, XML, HTML, Windows 7, Service Now, CSS, AJAX.

Confidential, San Jose, CA

ITIL 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 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