Professional Summary

• 6 years as a professional involved in managing, organizing and optimizing the ITSM Processes. Working as a consultant, I have been providing Information Technology Service Management services, focusing on helping clients make smooth, meaningful changes to improve operational efficiency and the delivery of services. All of my work is based on industry best practice, including the Information Technology Infrastructure Library ITIL .
• Proficient in implementing Service-now modules. Implemented Incident, Change and Problem management in Service-now, implementation includes creating graphical work flow, Service Level Agreement SLA , Access Control ACL , User Interface design UI , UI rule, business and client script, approval, task. Proposed and implemented Release management. Enhanced Knowledge Management Knowledge Base workflow. Customized Content Management CM in Service-now to build custom Service-now portals within one Service-now instance. Worked on Service-now configurations on IIS servers for enhanced Service-now accessibility supporting dedicated direct link for each modules.
• Integrated Active Directory AD with Service-now for user record integration. Integrated Service-now with external applications to integrate services using XML, Web services. Enhanced inbound and outbound email notification system within Service-now.
• Strong experience in Administration of ITSM Tool Service-Now SaaS .
• Knowledge of Discovery, Midserver in Service-now for auto creation of Configuration Items in Configuration Management Database CMDB . Transform and loaded data/table into Service-now from external sources XML, EXCEL based applications . Customized Out of the Box OOB UI Macro/Pages with Jelly script for user view management.
• Leveraged Catalog Management to develop Service Catalogs for service management beyond the scope of incident management. Created custom table/views to simplify generating complex reports within Service-now.
• Coordinated with Service-now.com for regular upgrade and maintenance of Service-now instances.

Technical Skills

Primary skill category

• Java script ,Implementation of Service-now Incident, Change, Problem and Release Management, Service Desk Development of business rules and workflow using Service-Now.
• Report development and Knowledge Base management within Service-now.
• Service Level Management.
• Incident, Change, Problem and Release Management.
• Catalog and Content management.
• Discovery and Midservers.

Tools

• SaaS Service-Now.
• HP Service desk 4.5.
• MS Excel.
• MS Power Point.
• Eclipse

Work Experience

Confidential

• Process Consulting: Requirement elicitation, process design, and implementation of Incident Failure Handling , Request, Service Level Management, Change, Release and Configuration Management, and Continuous Improvement processes, procedures, and supporting automation.
• Knowledge Base implementation: Designed task based submission workflow for Knowledge base in Service-now. Integrated Incident module with Knowledge base for efective incident resolution future reference.
• Change management: Implemented Change management v1 in Balfour Beatty where Change management was a manual process till now.
• PM Suite redesign: Currently replacing existing PM Suite for a better and scalable solution to Project management.
• Service catalog implementation: Autromating IT requests with Service catalog for all subsidiary companies under Balfour Beatty.
• Change and Release integration: Designing integration of Change management in Service-now with Release management maintained in separate CA tool process.

Confidential

• Incident, Change, Problem and Release Management: Designed, with extensive staff and management input, a new process and supporting procedures in an environment that was not practicing release control, automated Change system based on several existing processes, and implemented the processes.
• Business Improvement: Business documentation and report development including trend reporting, improvement plans, financial and Business Cases, Gap Analyses, and strategic plans.
• Service-now Tool Management: Ownership of responsibilities including service continuity of Service-now to the business. Regular and seamless upgrade and maintenance of Service-now. Integration of Service-now with external applications AD, Discovery etc. .

Confidential

Contribution

• Incident Management
• Service-desk
• Manage and Administer User Sessions using access control roles.
• Configuring Email Properties for notifications and Moving Customizations from Instance to Instance.
• Configured load balancing on production servers.
• Provided role based access validation of the various features of SLM by importing users from LDAP Directory.
• Configured and implemented Employee Self-Service application for user front end IT support.
• Simulated distributed environment required for SLM solution.
• Produced a weekly performance report and monthly Project Status report.
• Worked on User Administration and Security
• Involved in Training Service-Now and HPSD 4.5 for the group.
• Worked with the implementation team.
• Monitoring the project progress track.
• Automating Processes Using Graphical Workflow.

Confidential

Contribution

• Active involvement in designing Warranty Claims online system.
• Implemented Spring framework using JAVA on J2EE platform.
• Developed user session management.
• Implemented Single Sign On SSO for Warranty Claims online system.
• Developed user validation using Java script.
• Ran unit, integration testing on DEV and QA environments.
• Coordinated User Acceptance Test UAT in QA environment.
• Deployed Warranty Claims system into production environment.
• Documented post release user manuals and supported the online system.

Achievements

• Awarded Excellent contribution award for the 3rd quarter of 2008.
• Awarded valuable contribution award.
• Received appreciation from client business leader for developing simplified solution towards General Electric's aircraft engine's complex pricing system.