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Servicenow Technical Project Manager Resume

Southborough, MA

PROFESSIONAL SUMMARY:

  • 11 years of total IT experience in Program management, Customer Support engagements Business Requirements Analysis, Application Design, Data Modeling, Designing, Coding, Development, Testing and Implementation with Java, RDBMS with Helpdesk ITIL framework Servicenow.
  • Expert Knowledge in ITIL V3 Framework on Service Management Operation and Release Management.
  • Expert in Asset Management and CMDB Module integration with Verizon and Orchestration tool.
  • Proficient in Helpdesk and Chat implementation with Service - now.
  • Expert in new proposals for ServiceNow implementation for new clients.
  • Proficient in using the ITIL V3 Framework on Project implementation.
  • Expert knowledge in SQL, PL/SQL and more than five years as Oracle 7x, 8i / 9i/10g of Oracle
  • Expert knowledge in Hewlett packet service desk tool SP 23
  • Good knowledge and experience with oracle and writing T-SQL procedures.
  • As Team Lead had worked on CMMI Audit and Quality Audit.
  • Team lead experience in Pl/SQL, Service Now (Service Management Helpdesk), HP Service Desk SP 23 Development, Maintenance, Testing, Production support and Documentation.
  • Excellent skill in understanding Clients Business Case; develop and deliver the quality product as per the requirements and specifications within the committed timelines.
  • Proficient in Server Side Programming using Java
  • Proficient in On Demand integration using Service now helpdesk framework.
  • Expert knowledge in Business to Business Integrations using web services.
  • Technical expertise in Application Performance Tuning.
  • Owned the responsibilities of defining Base line Architecture, design documents and data standards
  • Catalogued projects from conceptual phase to go-live phase by utilizing Technical and Project Management skills.
  • Quick learner, good Team player and Team Lead.

TECHNICAL SKILLS:

Programming Languages: SQL, PL/SQL, PLSQl Developer, TOAD (Quest),Oracle SQL Developer and Java

Web Technologies: JSP, XML, HTML

Web & Application Servers: WebLogic, JBoss

Databases: Oracle 9i, 10g, 11g & SQL

Operating Systems: Windows 2000, XP, 7 and Unix (Sun Solaris)

Framework: ITIL V3, HPSD, ServiceNow, Alarmpoint (Xmatter)

IDE: Eclipse 3.1

Scripting Languages: HTML, Java Script

Version Control Systems: CVS, VSS, PVCS

Job Schedulers: Autosys

Other Tools: PL/SQL Developer, Toad, Support Central, WebEx, HP SP23, SNC (ServiceNow), ArgIs. GIS (Global integration System)

PROFESSIONAL EXPERIENCE:

Confidential, Southborough, MA

Servicenow Technical Project Manager

Environment: ITIL V3 Framework, HTML, JSP, AJAX, Web Services, Service Now and HP Service Desk ( Service management tools).

Responsibilities:

  • Implementation of the following ITIL process in service-now - Incident Management, Service Request Management, Service Catalogue, Report, Change Management, Problem Management, B2B (Business to Business) integration, SSO.
  • Business to Business integrations via web services (Data transmission from one helpdesk Portal to another Helpdesk portal).
  • Automation on Outage communication
  • New User Interface for Web helpdesk user.
  • Metrics Reports on Helpdesk Portal.
  • Discovery Module Configuration.
  • CMDB and Incident Integrations
  • Catalogue automation for various module optimized usage.(Onboarding and Off boarding Process ).

Confidential, Bridgewater NJ.

Technical Lead

Environment: ITIL V3 Framework, HTML, JSP, AJAX, Web Services, Service Now and HP Service Desk ( Service management tools).

Responsibilities:

  • Implementation of the following ITIL process in service-now - Incident Management, Service Request Management, Service Catalogue, Report, Change Management, Problem Management
  • Business to Business integrations via web services (Data transmission from one helpdesk Portal to another Helpdesk portal).
  • Automation on Outage communication
  • Metrics Reports on Helpdesk Portal.
  • Discovery Module Configuration, CMDB and Incident Integrations Catalogue automation for various module optimized usage.(Onboarding and Off boarding Process ).

Confidential, Hartford, CT

Servicenow Technical Project Manager

Environment: ITIL V3 Framework, HTML, JSP, AJAX, Web Services, Service Now and HP Service Desk ( Service management tools).

Responsibilities:

  • Implementation of the following ITIL process in service-now - Incident Management, Service Request Management, Service Catalogue, Report, Change Management, Problem Management, B2B (Business to Business) integration, SSO.
  • Business to Business integrations via web services (Data transmission from one helpdesk Portal to another Helpdesk portal).
  • Automation on Outage communication
  • New User Interface for Web helpdesk user.
  • Metrics Reports on Helpdesk Portal.
  • Discovery Module Configuration.
  • CMDB and Incident Integrations
  • Catalogue automation for various module optimized usage.(Onboarding and Off boarding Process ).

Confidential, Norwalk, CT

Technical Lead

Environment: ITIL V3 Framework, HTML, JSP, AJAX, Web Services, Service Now and HP Service Desk ( Service management tools).

Responsibilities:

  • Implementation of the following ITIL process in service-now - Incident Management, Service Request Management, Service Catalogue, Report, Change Management, Problem Management, B2B (Business to Business) integration, Verizon Integrations, SSO, Active Directory, Configuration Manager 2007.
  • Business to Business integrations via web services (Data transmission from one helpdesk Portal to another Helpdesk portal).
  • Voice of Customer Survey implementation.
  • Automation on Outage communication
  • New User Interface for Web helpdesk user.
  • Metrics Reports on Helpdesk Portal.
  • Discovery Module Configuration.
  • Release Management Operation Automation
  • Verizon CMDB and Incident Integrations
  • Catalogue automation for various module optimized usage.(Onboarding and Off boarding Process ).
  • Understanding Client’s Business Case and Responsible for Business Analysis and Requirements Collection
  • Estimate the Project Request and coordinate with Project scheduling team to schedule the project based on the Resource Utilization Plan.
  • Architect the application with futuristic approach to make is more scalable across different Clients and to accommodate incremental updates, changes to the functionality
  • Coordinate with offshore in development and delivery of the quality product as per the requirements and specifications within the committed timelines
  • Identify the reusable components, decouple the unit and design them as services
  • Handle the efforts and responsible for the Billability of the project without any Overrun or Under run

Confidential, New York City, NY

Project Lead

Environment: ITIL V3 Framework, PL/SQL, SQL, Oracle 10g/11g, HTML, JSP, AJAX, Web Services, Service Now,BMC.

Responsibilities:

  • Implementation of the following ITIL process in service-now - Incident Management, Service Request Management, Service Catalogue, Report, B2B (Business to Business) integration.
  • Automation of Confidential Employee On-Boarding/Off-Boarding Formalities via Service-now
  • Business to Business integrations via web services (Data transmission from one helpdesk Portal to another Helpdesk portal).
  • Automation on email communication
  • New User Interface for Web helpdesk user.
  • Metrics Reports on Service-now Web Portal.
  • Termination Module Integration.
  • Release Management Operation Automation
  • Usage of License User Optimization.
  • Catalogue automation for various module optimized usage.
  • Understanding Client’s Business Case and Responsible for Business Analysis and Requirements Collection
  • Estimate the Project Request and coordinate with Project scheduling team to schedule the project based on the Resource Utilization Plan.
  • Architect the application with futuristic approach to make is more scalable across different Clients and to accommodate incremental updates, changes to the functionality
  • Coordinate with offshore in development and delivery of the quality product as per the requirements and specifications within the committed timelines
  • Identify the reusable components, decouple the unit and design them as services
  • Handle the efforts and responsible for the Billability of the project without any Overrun or Under run

Confidential

Onsite Coordinator / Project Lead

Environment: ITIL V3 Framework, PL/SQL, SQL, Core java, Oracle 10g/11g, HTML, JSP, AJAX, Web Services, Service Now and HP Service Desk ( Service management tools).

Responsibilities:

  • Implementation of the following ITIL process in service-now - Incident Management, Service Request Management, Service Catalogue, Report, Change Management, Problem Management, B2B (Business to Business) integration.
  • Automation of Helpdesk process “On call Coverage” on all the Confidential Application (Shared Business).
  • Business to Business integrations via web services (Data transmission from one helpdesk Portal to another Helpdesk portal).
  • Voice of Customer Survey implementation.
  • Automation on Outage communication
  • New User Interface for Web helpdesk user.
  • Metrics Reports on Helpdesk Portal.
  • On Demand Module Integration.
  • Release Management Operation Automation
  • Usage of License User Optimization.
  • Catalogue automation for various module optimized usage.
  • Understanding Client’s Business Case and Responsible for Business Analysis and Requirements Collection
  • Estimate the Project Request and coordinate with Project scheduling team to schedule the project based on the Resource Utilization Plan.
  • Architect the application with futuristic approach to make is more scalable across different Clients and to accommodate incremental updates, changes to the functionality
  • Coordinate with offshore in development and delivery of the quality product as per the requirements and specifications within the committed timelines
  • Identify the reusable components, decouple the unit and design them as services
  • Handle the efforts and responsible for the Billability of the project without any Overrun or Under run

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