TECHNICAL SKILLS

Software Products: ARS 8.1.02 ITSM 81.02, ARS 7.x, ITSM 7.x,ARS 7.3 ITSM 7.3, ARS 7.5 ITSM 7.5, ARS 7.6 ITSM 7.6 SRM 7.6 SLM 7.6 Atrium CMDB 7.6, Peregrine Service Centre, Service Now.

OS: Windows Server, Unix, Linux, Solaris

Data Base: SQl, Oracle, My SQL

Tools: Remedy Admin, User, Import, Migrator, Alert, Developer Studio, Data Import, AR Utilities, Confidential RPT, Silk Test, Nagios, BEM SIM

Managerial Skills

• ITSM (IT Service Management)
• Technology Integrations
• Process Consulting & Improvements
• Solution Designing & Delivery
• Migrations & Transitions
• Problem Resolution
• Proposal Making
• Strategic & Project Planning
• Stakeholder Communication & Client Relationship
• Team Leadership
• Analytical & Problem Solving Skills
• Influencing & Negotiation Skills

PROFESSIONAL EXPERIENCE

Confidential

Responsibilities:

• Responsible for onboarding new customers
• Responsible for Preparing & Executing project plans for Implementation projects
• To do requirement gathering and Gap identification and proposing end to end solutions with cost and effort estimates
• Performance Tuning
• Remedy upgrade from 8 to 9.1

Confidential

Responsibilities:

• To do requirement gathering and Gap identification and proposing end to end solutions with cost and effort estimates
• Provide High Level Design and seek approval from client/stake holder
• Drive daily Scrum Calls
• Translating Business Requirement into Functional Requirements and Solution design to the technical team for the implementation.
• Managing and providing status reports to all customer stake holders and management.
• Responsible for end to end delivery of Implementation and deployment of projects
• Help pre - sales team in preparing RFC for new deals

Confidential

Responsibilities:

• Responsible for Service Now ITSM and ITBM implementation
• Customization and configuration of Project Portfolio Management
• Translating business requirement to functional requirements
• Responsible for end to end delivery
• Monitor the progress and outstanding issues of the project, ensure timely deliverables
• Data implementation & Configuration
• Deploying work pack & testing the functionality on test and production environment
• Migrated customers from on Prem to ROD environment
• Configuring Smart Reporting
• Re-branding of mobile apps for Android and IOS on MyIT and SmartIT
• Configuring and setup of SmartIT and MyIT
• Requirement gathering and solution design
• ITSM configuration & Setup
• Built integrations using AI

Confidential

Responsibilities:

• Responsible for Preparing & Executing project plans for Implementation projects
• To do requirement gathering and Gap identification and proposing end to end solutions with cost and effort estimates
• Understanding Customers Service level and Operating level agreements and designing SLAs and OLAs in the tools.
• Responsible for managing ITSM tools for all PAN European countries for the client.
• Translating Business Requirement into Functional Requirements and Solution design to the technical team for the implementation.
• Managing and providing status reports to all customer stake holders and management.
• Responsible for end to end delivery of Implementation and deployment of projects
• Leading development Teams in Planning, Organizing and Prioritizing Assignments
• Handle and drive Scrum calls for tracking project status.
• Provide Quality Control activities to ensure completed packages meet or exceed customer expectations for delivery of services.
• Conduct review sessions with key stakeholders to review expectations and perceptions compared to business outcomes to ensure service capabilities meet the stated business objectives and provide for value add service definition.
• Identifying and managing cost, schedule or scope changes to the project.
• Monitor project progress and outstanding issues; ensure the quality and timeliness of the deliverables.
• Drive complete CM cycle from Initiation to completion; ensuring all approvals and timely communication.

Confidential

Responsibilities:

• To develop UI pages, UI Macros, Business rule, Client Script, Script Include, UI Policy, Web services etc as per business requirement, Enhancing the Service-Now functionality by customized JavaScript code to support the new business needs.
• Implemented email notification, email template, event.
• Implemented data source, Import sets, Transform Map.
• Implemented Delegated Functionality for Service Request especially for approvals.
• Maintain and support Service Now operational functions and modules
• Performing unit testing and integration testing with other GDC developers for the cross stream development projects.
• Configuration of Service Requests, AIF and its maintenance.
• Deploying work packs, customization and testing the functionality.
• Implementing Foundation Data and configuration.
• Creation of classes, data sets and maintenance of jobs, knowledge on spoon and kitchen tool.
• Providing L2 & L3 support related to application and user issues.
• Maintenance of Analytics and Dashboard.
• Handling production issues.

Senior Consultant

Confidential

Responsibilities:

• Deploying work pack & testing the functionality on test and production environment.
• Configuration of Service targets and its maintenance.
• Data implementation & Configuration.
• Providing L2 & L3 support related to application and user issues.
• Co-ordination with the vendor, network, database and other related teams to resolve the issue.
• Customization to meet client requirements.
• Development activities as bug fixing, work flow changes etc.
• Monthly maintance activities.

Confidential

Responsibilities:

• Troubleshooting of Service Center & BMC ITSM Remedy 7.x.
• Data Implementation of New Customer in Service Centre & BMC ITSM Remedy 7.x.
• Configuration of RKM, SLM,CM,PM,IM on BMC Remedy 7.x.
• Working on Release & Patches to the service center and BMC remedy 7.x.
• Importing and exporting of Service Center & BMC Remedy data records.
• Creating Notifications, SLA’s, Operator ID’s, Support group, SLA Creation in both Service Center & BMC Remedy 7.x.
• Monthly reports of the service center tickets worked by Team.
• Providing L2 Support for Remedy 7.1
• Documenting the process.