SR. Lead ITSM Developer Resume

SUMMARY:

Subject matter expertise in IT Services Management (ITSM) and ITIL, methods, processes, strategic technology infrastructure planning, and developing cost effective solutions
In - depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.

TECHNICAL SKILLS:

Service Management Tools: Servicenow (Istanbul,HelsinkiGeneva.Fuji), BMC Remedy System 7.6.03, 8.1, 9.1 etc, Jira Service Desk, Remedy Force, Samange, BMC ADDM, Orchestrator, Service Automation, App Dynamics

Reporting tools: SAP HANA, SAP BO, Crystal Report Server, Tableau, Cognos,Microstrategy.

Languages: JavaScript, XML, JSON, REST, SOAP.

Database: Oracle, MS SQL, SSRS, SSIS, SQL Server.

Cloud Computing: Microsoft Azure, Microsoft Flow, Amazon Web Services

PROFESSIONAL EXPERIENCE:

Confidential

SR. Lead ITSM Developer

Responsibilities:

Consultation, Implementation, design and development
Extensive knowledge of BMC Remedy System 7.6.03, 8.1, 9.1 etc and servicenow. implementing end-to-end Service Catalog, Incident Management, Knowledge Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System
Design and engineer solutions leveraging all appropriate components offered by ITSM Tool to answer the needs for business workflows, ticketing or other ITSM requirements
Experience working with Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists, Filters, Escalations, Active Links, Studio, Orchestration.
Experience working with email notifications, inbound actions, reports, gauges, and home pages
Worked with transform maps, data sources and different transform scripts for data loads and management.
Configured and Installed Remedy 9.1 in Live environment and involved in all phases of Service Life cycle for upgrade Project.
Expertise in writing SQL Queries, Dynamic-queries, sub-queries and complex joins for generating Complex Stored Procedures, Triggers, User-defined Functions, Views and Cursors
Providing 24x7 Support in Service operations Phase for Production Support
Experience with implementing configurable SLA management and License management
Integrations Done: Microsoft Azure Active Directory, Email Integration, Jira Desk, Remedy, Google Custom Search, Google Maps, SCOM, CiscoWorks, Clarity, SAP, SharePoint, Salesforce .com, Ariba,
Expert in JavaScript, JQuery, prototype and Jelly scripting
Experience on creation of catalog items, wizards, record producers, interceptors, user guide.
Proposed and implemented a generic soap service for use by any catalog item integration with third part tool by mean of easy configurations from client side

Confidential

Lead ITSM Developer

Responsibilities:

Apply Agile Development methodology & Design Patterns to deliver applications in a rapidly changing environment.
Involved in CMDB meetings and assisted upper management understand Configuration Management best practices to map an evolving process to CDM based Atrium CMDB
Created various Integration with SENDWORDNOW to send alerts, SCOM Integration to create Server CI
Development of Service Requests SRD for ITSM Modules in BMC Remedy.
Created Advanced Interface Forms for SRD Integration.
Extensive Knowledge in Atrium Integrator, Pentaho Studio to design workflows
Accountable for Remedy Administration and Remedy Reporting to Senior Management.
Configured Crystal Report Server for All Automation Reports through SAP BO.
Integration with ADDM(Discovery Tool) into CMDB via CMDB Sync.

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