Summary

• Software Engineer with more than 4 years of experience which include 16 months in ServiceNow Development and Administration and 34 months in Development and design of BMC Remedy ARS Custom applications.
• Expertise in ITIL and ITSM implementations customizations using industry leading tools such as ServiceNow and BMC Remedy ITSM.
• ServiceNow Administrator with experience in ServiceNow Development and Customization.
• Excellent knowledge for implementation of incident management problem management change management configuration and asset management knowledge management content management system reports and service catalog.
• Administrate Update and Development of ServiceNow Applications Business rules Client script UI Action UI policy Email notifications Script Includes Events forms SLAs Reports Access Controls Metrics Workflow Homepage Administration User Administration Update sets Wizards Surveys Notifications Field Administration.
• Expertise in debugging and troubleshooting ServiceNow instance.
• Experience of ITSM foundation data gathering and configuration.
• Experience worked on CMDB AIE Normalization Reconciliation and Asset Management.
• Experience in the managing of all phases of the application lifecycle and best practices of software design within a large organization. This includes Requirements Analysis Design Installation Development Testing application code and user acceptance and Deployment.
• Exposure to Requirement gathering analysis code review and unit testing. Application Demo to Client.

Certifications

WORK EXPERIENCE

TECHNICAL SKILLS

PROJECT PROFILE

Confidential

Project Dev Studio CSC Blueprint

Duration 10 months

Team Size 2

Description This project is to build a Dev Studio team for Multi-client ServiceNow projects. This project includes CSC ServiceNow Development and customizations in the form of a Story or a Defect. The Story consists of a new enhancement and Defect is related with adding or modifying the existing code.

Contribution

• Understanding and analysis of Stories or Defect assigned
• Interacting with Technical Team and ServiceNow support in case of OOTB defect
• Creating or updating workflows in order to solve the defect
• Creating Client or Server Script to meet the requirement of assigned Story
• Creating Update Set and migrating to Test instance
• Defect Assignment to Test Team and providing support

Confidential

Project CSC Reporting Activity

Duration 2 months

Team Size 1

Description This project includes creating custom ServiceNow Reports or modifying the existing Reports.

Contribution

• Understanding Stories related with Reports
• Creating custom reports or modifying existing reports which fulfills the client requirement
• Creating Scripts Metrics and Database views wherever needed.
• Creating Update Set and migrating to Test instance
• Working on the defects encountered by Test team while testing reports.

Confidential

Project CoE Remedy Development and Support

Duration 7 months

Team Size 5

Description This project is to build CoE for Multi-client Remedy projects. The BMC Remedy server was built with proper patching configured with ITSM Approval and Email engine. The environment consists of Dev/Test/Release and Pre-prod and Prod Environment. Each and every Development activities were tracked based on the Remedy Activity Manager RAM . This tool also helped creating History for all the defects/ Hot Fixes fixed.

Contribution

• Understanding and analysis of defect assigned
• Interacting with Technical Team and BMC support in case of OOTB defect for IM CM SLM
• Development of various workflow objects Active Links Filters etc. in order to achieve solution
• Preparing Defect Documentation guide and migrating defect from Development to Test environment as per Defect Management process
• Attaching all the code and documents in RAM and assigning defect to testing team
• Implementing Patches and Hotfix provided by BMC according.

Confidential

Project Exceptions Management version 8.1

Duration 5 months

Team Size 2

Description Exceptions Management is the process of identifying and managing discrepancies between data sources. The Client requirement was to manually review and manage all those exceptions as they represent areas where the Client may not be billing for all the Assets which no longer exist or where there has been some unauthorized change within the environment which has caused the discrepancy. This 8.1 version included some more additional functionality than developed in previous 7.6.04 version

Contribution

• Attended daily sprint meeting with BPA and Testers.
• Development of various custom Forms and Workflows like Active links Filters to achieve the functionality.
• Configuring and running Reconciliation Jobs.
• Demonstrated the application during QA session.
• Worked on test feedback raised during the testing of application.

Confidential

Project Common Data Model

Duration 2 months

Team Size Individual

Description To support existing data requirements minor additions were required within the Atrium CMDB 8.1. These additions were required to be consumed by the ITSM applications and should therefore be exposed to Asset Management 8.1.

Contribution

• Creating Technical Design and Technical Specification.
• Adding custom attributes in CMDB as per the requirement.
• Exposing of all the custom attributes in Asset Management using Sync UI utility.
• Adding custom Class and achieving OOTB Contract tab functionality on that custom class.
• Attending daily meetings with BPA Testing team and Data team.
• Demonstrating the functionality to client.

Confidential

Project Defect Management Process

Duration 12 months

Team Size 5

Description CSC has an efficient process for solving and tracking defects called Defect Management Process. It includes solving BMC Remedy ITSM and CMDB 7.x customized or OOTB defects on CSC s customized RAM Remedy Activity Management Application.