ServiceNow Technical Consultant Resume Profile

PROFESSIONAL EXPERIENCE

ServiceNow Technical Consultant

Confidential

UXC Keystone is a service management solutions provider in the Asia Pacific.
Provide technical guidance to Keystone MS clients in the end-to-end implementation of the ServiceNow platform.
Assist in pre-sales activities, project/development estimates and technical requirements validation Implementing/updating ITSM modules incident, problem, change, etc.
Integration with other systems via web services using SOAP and JSON
CMS and front-end user interface development
HR service management application development
Custom application development work allocation meetings, expense, resourcing requests
Service Catalogue implementation
SSO, LDAP integration.

Remedy Developer

Confidential

Development for ITSM 7 customisations and enhancements on AR System version 7.1,7.5 and 7.6.04 running using Oracle 11g and Sun Solaris.
Modified, supported and developed custom enhancements and fixes on the BMC ITSM version 7x application suite.
Participated in upgrading BMC ITSM version 7 to BMC ITSM version 7.6.
Built applications/scripts using the Remedy AR System Java API and the C 'Driver' application.
Provide guidance and support for Remedy administrators across the business.
Graded as 'exceeds expectations' in annual employee performance review.

Lead Remedy Developer

Confidential

Modified, supported and developed custom applications including: a trouble ticketing system, marketing campaign manager, automated billing system, customer information tracking system and maintenance plan change management system.
Implemented and built web based access for 3rd party companies using the Remedy Mid-Tier and web services.
Participated in design, requirements gathering.
Created automated reports for clients using Crystal Reports 2008.
Provided guidance and support for Remedy administrators across the business.
Graded as 'highly effective' in bi-annual individual performance reviews.

Remedy/Web Developer

Confidential

Oxford is a real estate investment and development organisation based in Canada with properties worldwide.
Custom application development and maintenance using the BMC Action Request System.
Modified, supported and developed custom applications including: an expense reporting system, employee recognition program, backup tapes management system, building management and information tracking system, service request ticketing system, and emergency response document management system.
Participated in upgrading the Remedy platform to version 7.1.
Custom applications developed included a ticket sales interface for employees, human resources new hire and termination management interface, and a building management web application VB.NET .
Reports created/maintained using classic ASP ASP 3.0 based on data from the Remedy applications.

Remedy Developer/ITSM Technical Administrator

Confidential

The Ministry of Government Services addresses public facing services performed by the Government of Ontario. It is responsible for customer service and consumer protection.
Responsible for tier 2 support on incident management, change management and release management tools.
Administered custom ITSM application based on ITSP version 1.
Fixed inconsistencies and bugs reported by end users.
Integrated all Government of Ontario ministries onto a single implementation of Remedy for service management mapping data from one environment Remedy Help Desk 6 to a custom environment.
Created reports using Crystal Reports 9, which were used to analyse application effectiveness and efficiency.
Produced documentation for using the custom ITSP application for incident and change management for the tier 1 level support team and end users.