SUMMARY:

• PMP, PMI - ACP, ITIL foundation & Scrum Master Certified with 16 years of experience.
• Solid background managing budgets, teams and complex requirements through all phases of the SDLC with implementation of several projects in different technologies including Dot Net, SharePoint, Business Objects, Data Warehousing, ServiceNow, ITSM/ITOM and cloud computing Salesforce.
• 5+ years of experience with ServiceNow and comprehensive understanding of the ServiceNow Enterprise product suite including IT Service Management, IT Operations Management, IT Business Management(PPM and IT Financial Management), Customer Service, HR Service Delivery etc.
• Technical Project Manager responsible for PaaS (Platform As A Service) Projects for ServiceNow, SaaS (Software As A Service) for Salesforce.

TECHNOLOGIES:

Project Management: MS Project Server, Enterprise Project Portfolio Management (EPPM)Clarity, Rational Portfolio Manager.

Technologies: .Net Framework, C#, ASP. Net, AJAX, HTML, DHTMLJavaScript, VB Script, XML, PL/SQLMS SQL Server, Oracle, MySQL, BI(AS,IS,RS)SQL Server Reporting Services, Crystal Reports, VisioVisual Source Safe, SVN, Business Objects, Angular JS, Node JS, Tableau, Selenium.

ERP / CRM implemented: Salesforce, ServiceNow, PeopleSoft, Sales Logix, Siebel

Agile Management: Team Foundation Server(TFS), Rally, Jira

Cloud Computing: Salesforce, ServiceNow, Azure

PROFESSIONAL EXPERIENCE:

Confidential, New York

Technical Program / Delivery Manager

Technologies: ServiceNow, Jira, BI(Integration Services, Reporting Services, Analytical Services), Salesforce, Oracle, Visio, MS Project

Responsibilities:

• Facilitate directed design workshops with clients to solidify process, create functional requirements and process automation requirements
• Responsible for managing and maintaining the global enterprise ITIL Services Management platform used for the management of Incidents, Problems, Changes and Service Requests.
• Plans and coordinates all aspects of technical projects from initiation through delivery.
• Develops, defines and executes project plans, project scope, activities, schedules, budgets and deliverables.
• User access management, Risk and compliance management as per the parameters
• Design, deploy and troubleshoot reports, dashboards and workflows for common processes.
• User and group management Grant permissions to allow responsible groups to manage resources and work queues.
• Provide process ownership through design, implementation and continuous improvement activities in the process life cycle.
• Participate in and lead ITIL and Service Now based engagements including the design, development, and implementation of ITSM process and process automation requirements
• Deliver high quality engagements in both large scale project environments and smaller, single staffed engagement models.
• Lead process improvement workshops with customers to understand business requirements and opportunities for process optimization.
• Deliver ITSM Services engagements including Assessments, Service Improvement programs and IT Operations consulting services.
• Develop detailed artifacts such as: process diagrams, process guides, policy documents, standard operating procedures and RACI matrices.
• Develop key performance indicators (KPIs) and metrics to measure process effectiveness and facilitate process improvement.
• Accountable for the overall quality of the process and oversees the management of and compliance with the procedures, data models, policies, and technologies.
• Responsible for understanding business and technical problems addressed by Service Now including key regulations, business drivers, evolving business needs, security, Request Fulfillment etc.
• Coordinate the development of new systems and applications, the modification of existing systems or applications, and changes in current methods or techniques.
• Oversee developers and testers for Code development using JavaScript and Glide Script to create Business Rules, Client Scripts, UI Policies, Script Includes, UI Scripts and UI Actions.
• Work on the enhancements of different versions of ServiceNow - Eureka, Fuji, Helsinki.
• Design and review new requirements and new features based on business needs in addition to creating and/or reviewing various ServiceNow objects, data integrations, and reports using Service-Now platform.
• Working with senior-level business executives, IT, and business program resources to plan and execute the project and manage stakeholder expectations.

Confidential, Phoenix, AZ

Technical Program / Portfolio Manager

Technologies: Dot Net Framework 2.0, 3.5, 4.0, Team Foundation Server (TFS) 2015, SharePoint, BizTalk Servers, Tableau, Mainframe, BI(Integration Services, Reporting Services, Analytical Services), Salesforce CRM, MS Project.

Responsibilities:

• Initiating and planning delivery of projects using accepted project management methodologies; Perform complex project management work
• Authoring all Project Management artifacts following the practices and guidelines from the PMI’s PMBOK.
• Developing the detailed project budget, monitoring expenditures.
• Developing and maintaining all required State PMO project documentation.
• Serving as an IT Management liaison to the business client, leading and performing hands-on analysis of the business and technical environments.
• Supervising implementation activities, ensuring that project plans and schedules are established and maintained, ensuring that deliverables are completed timely and accurately.
• Supervising staff (State and contractual staff), conducting formal presentations, coordinating with all project stakeholders, ensure that appropriate project controls are instituted.
• Developing Federally required documents, procurement documents and status documents.
• Develop Statement of Work (SOW) and contract documents to assist with the RFP
• Developing project budgets, schedules, work plans, resource requirements, and cost estimates and projections, Risk Management plan, Communication plan
• Support the Security team in development of a Program Governance plan
• Assess and manage project quality to ensure project deliverables are acceptable and fulfill the terms of the project specifications
• Identifying potential project risks and developing risk response strategies to mitigate or avoid threats
• Capture and document metrics for the business processes and procedures
• Working with senior-level business executives, IT, and business program resources to plan and execute the project and manage stakeholder expectations..
• Implementing Agile framework and worked as an Agile Coach.
• Align on goals, time frames, funding limitations, project approach, staffing requirements and allotment of resources.
• Worked for the implementation of many applications.
• Worked for a few Data Migration projects for different versions of SQL Server, Data Migration to Azure clouds, worked in Data Migration in Salesforce
• Provided technical leadership to the team in building mission critical applications developed using .NET framework using ASP.NET, C#.NET, VB.NET, ADO.NET, SQL Server, XML and DHTML.

Confidential, Phoenix, AZ

ServiceNow Technical Program Manager

Responsibilities:

• Creating the cost estimates, budget forecasts, capacity planning, project plans for the projects, time management of team
• Work with management and staff to identify requirements, refine business process documentation, and translate documented processes into technical requirements for ServiceNow Implementation.
• Implementing configuration management databases (CMDB) using Service Now
• User access management, Risk and compliance management as per the parameters
• Worked on the all ITIL lifecycle phases and processes including Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement.
• Create / modify form views and their contents, including sections, fields, related lists, and dynamic content in ServiceNow
• Advise functional and admin teams on design, dev and overall ServiceNow best practices
• Facilitate and support the rollout of ServiceNow PPM, IT Financial Management, catalog management, change, incident, problem management integration with external release management applications like LARA, knowledge management, request fulfilment etc.
• Work with functional and admin teams to deliver automated workflow solutions in ServiceNow
• Create catalog item form, apply required scripts and Catalog UI Policies, create and attach workflows and user criteria, and associate items with correct catalogs and categories.
• Monitoring and controlling the projects. Keep a check on the scope, schedule & budget, and prioritizing of tasks for the team.
• Develops and monitors the project budget and schedules. Resolves conflicts between resource limitations and project schedules. Obtains buy-in from stakeholders regarding budget and schedule. Negotiates with stakeholders regarding any changes to project parameters.
• Creating the Low level and high level Design Documents as per the functional design documents.
• Involved in requirements collection and write the use cases for the Salesforce and ServiceNow implementation.
• Communicate functional requirements by preparing the appropriate artifacts
• Communicate and partners with service owner, business partners and stakeholders, technical team members, service providers and suppliers
• Assists in the creation of test cases and provide support during test phases of the project lifecycle
• Leads change or architecture review boards in reviewing and approving proposed changes or solutions
• Facilitates roll out of new ServiceNow applications and modules
• Identify and monitor key performance indicators to ensure support processes are working properly and to recommend and implement corrective measures to develop continuous improvement actions
• Develop, maintain, and adhere to system owner and administration procedures and manuals, troubleshoot application issues, and execute change control processes

Confidential

Senior Consultant

Technologies: Framework2.0, C#, ASP. Net, MS SQL Server 2005, BI (SQL Server Reporting Services, Analytical Services, Integration Services)

Responsibilities:

• Expertly managed deployment, maintenance and post-implementation support for the new ITS application in India and the U.S.
• Making low level design documents like functional and technical documents.
• Developed and enhanced the application called Law Manager which contained various small applications like invoicing, billing, employee records in C#, ASP.Net, SQL Server, Reporting Services, VB Scripting.

Confidential

Senior Consultant

Technologies: Framework2.0, C#, ASP. Net, MS SQL Server 2005, Business Intelligence(SQL Server Reporting Services, Analytical Services, Integration Services), SAP BW.

Responsibilities:

• Provided leadership and expertise in developing and optimizing loan recovery and management module with query reporting, messaging/e-mail capabilities and other highly detailed functionalities for data tracking and management. The system supports approximately $4.5M in loan value.
• Established an interactive solution that complies with legal and regulatory standards worldwide.