SUMMARY:

• 6 years’ experience in Project management.
• 4 years’ experience in ServiceNow administration, development and implementation including design, development and implementation of enterprise solutions.
• 5 years’ experience in Duck Creek Policy Administration System.
• Driven Application Development, Infrastructure Projects in Financial, Insurance, Retail.
• Demonstrated ability to design, deliver, and clearly articulate technical solutions based on the ServiceNow platform that meet both business needs and established practices.
• Experience on the production support and backend administration from the infrastructure standpoint with ServiceNow.
• Developed solutions in ServiceNow, prepare estimates and work on presales activities like proposal preparation, capability presentation, Proof of Concept.

TECHNICAL SKILLS:

Project Management Tools: Confidential Project 2013, Clarity, ServiceNow PPM

Agile Tools: VersionOne, RALLY, TFS, JIRA

Primary Skills: ServiceWatch, CMDB, ServiceCatalog

Languages: C#.NET, Java, Service Now, Cloud computing

Scripting: JQuery, Angular JS, Jelly scripting

Operating Systems: Windows 7, MS - DOS, Windows NT, Windows 2000, UNIX

Databases: MS-SQL Server 2008, Oracle 8, DB2

Modeling notation: MS - Visio2013, Enterprise Architect 7.1, UML 2.0, Design Patterns

Development Tools: Confidential Visual Studio 2008, .NET Framework 2.0

Duck creek: EXAMPLE (Author, Forms, Manuscript, and Transact)

PROFESSIONAL EXPERIENCE:

Confidential, New York City, NY

Project Manager

Responsibilities:

• Developed and delivered customized portal web pages in ServiceNow using AngularJS frameworks
• Developed service management technical solutions based on ServiceNow and presenting the technical solutions to the Vendor Bid Teams and the Clients during the bid process
• Used Hawkeye a monitoring system for all scripts and objects created in ServiceNow to help developers to search and debug easily. Also monitors performance issues in script
• Responsible for providing analysis of problems and resolutions or fixes for the production issues related to Service Now platform within the Service Level Agreement.
• Developed, configured and maintained Custom service requests using Advanced Interface forms in Service Request Management application to meet Request catalog requirements of the business users.
• Responsible to perform day to day administration of ServiceNow application, including making approved changes to process and work flows, building reports, managing data and technical support
• Provided customization of client’s ServiceNow implementations, assisting with ServiceNow application integration, LDAP and workflow administration and developing custom scripting implementations
• Managed client scripts, UI policies, UI actions and Data policies
• Designed the process for CMDB architecture with Service Delivery team stakeholders
• Developed and maintained a Configuration Management Plan. Updated CI data to accommodate regularly occurring changes using automated processes
• Coordinated with global cross-functional teams to identify, prioritize and facilitate execution of potential enhancements to Compliance data and operating platforms.

Confidential, Phoenix, AZ

Project Manager

Responsibilities:

• Responsible for the coordination, communication between key project stakeholders: planning, execution meetings and creation of standardized project reporting.
• Provided day-to-day operation of the system to ensure the system is meeting organizational needs and develop any required enhancements.
• Translated client expectations into precise specifications for teams to clarify into defined schedules, milestones, tasks, and project deliverables
• Collaborated with development managers and governance personnel within Business Management Office to develop detailed scorecards, milestones based on business objectives, budget, time, scope.
• Configured ServiceNow Discovery and Orchestration and supported the rollout of new application and enhancements in ServiceNow
• Configured ServiceNow for new and existing software implementations; configurations include user setups, Interface setups, request/configuration coordination of applicable application server(s).
• Worked closely with ServiceNow functional team to build requested items and tasks using workflows to manage processes from the customer to the fulfillment teams
• Created and configured Business Rules, UI Policies, UI Actions, Client Scripts and ACLs including advanced scripting of each
• Responsible for Core Application Administration: Policies Interactions, Application Security, Events Notifications. Configured and managed Discovery and Orchestration.
• Moved data in and out of an instance using import sets and transform maps and also auto import of data into service now.
• Involved in providing production support for Service Catalog, Incident, Problem, Change, Release, Deployment, Task, Knowledge management modules in Service Now platform.
• Prepared a process for reconciling the CMDB data when exceptions are noted between CMDB, discovery information, and other authoritative production data repositories

Confidential

Project manager

Responsibilities:

• Responsible for the Incident Management process, mitigate delivery risk &control mechanisms.
• Served as primary point of contact (24x7) for Customer Service Operations, Production Control.
• Managed IT service management framework encompassing incident, change, problem management.
• Created Incidents and Service Requests for the supported applications and assigning to L2/L3/ teams.
• Implemented Quality Control procedures to ensure full compliance with SLAs.
• Mentored operations team to define project, task definition, task dependencies and time estimates.

Confidential

Project Lead

Responsibilities:

• Supported the Property and Casualty lines of business and claims types.
• Maintained the production & non-production databases for Duck Creek Suite hosted in the Cloud.
• Designed and developed P&C application in EXAMPLE platform (Pages, Tables, Forms, Transact).
• Developed manuscripts to transform system designs and requirements using Duck Creek coding tools
• Supported the Claims Product Manager related to Product Vision and Product Roadmap for Claims.
• Implemented business rules for P&C insurance policy administration functions and processes.
• Led the efforts in supporting and enhancing Duck creek - Policy Administration system.

Confidential

Information Associate

Responsibilities:

• Managed 5-10 Releases/month in dynamic and constantly changing environment.
• Managed deployment plans and tracked test results from UAT to Pre-Prod to Production.
• Developed Release Management plan for server release schedules and chaired the Cab Meetings
• Designed and developed web forms in ASP.NET & VB.NET using .NET Framework 1.
• Designed and developed Web Forms using ASP.NET Controls, HTML to facilitate the registered users.