SUMMERY

• 7 Years of experience in all phases of Software Development Life Cycle SDLC , quality management systems and project life cycle processes.
• 2 years of experience in ServiceNow platform as both Developer and Administrator.
• Configured Applications using Service-Now tool used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large-scale Service Now implementations.
• Experience in Installation and Configuration of different modules of Service-Now.
• In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
• ServiceNow applications implemented: Incident, Problem, Change, Configuration, Asset Management, Software Asset Management, Contract Management and Procurement.
• 4 years of hands-on expertise in the administration and development applications using BMC Remedy Action Request System 7.1/7.6 and ITSM 7.1/7.6
• Experience in designing, developing administering ITSM suite of applications, AR System 7.x, Remedy Mid-Tier 7.x, Asset Management, SLM 7.X and WebServices.
• Experience upgrading Remedy Action Request System and ITSM from 6.3 to 7.1 and from 7.1 to 7.6 versions.
• Deftness in carrying out implementation, troubleshooting, development and configuration of BMC Remedy and ServiceNow Applications
• Strong technical knowledge of AR System Platform and ITSM Products Incident Management, Change Management, Problem Management, Asset Management, SLM, SRM, CMDB, AIE
• Experience on other BMC Remedy tools - Remedy Migrator 5.X, Remedy Import 6.x
• Integration Analyst responsible for Systems Engineering, Designing, Developing, Testing, and implementing specifications provided by the client
• Functional knowledge and implementation experience of IT Service Management ITSM frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Experience in Application Architecture, Analysis, Technical Design, Development, Implementation, Performance Tuning, Testing, Configuration Management and Release/Build management in all stages of Full Software Development Life Cycle SDLC of software applications using J2EE technologies.
• Attention to detail and complex problem solving abilities from operational and technical perspective.
• Excellent Interpersonal skills, Communication skills, Documentation Skills, problem solving ability, Analytical and Programming skills in High speed, Quality conscious and Multitasked environment.

Technical Skills:

Confidential

ServiceNow Developer

Responsibilities

• As a part of support activity resolve incidents by provided with proper root cause investigation.
• Perform day to day administration of the Service-Now tool Maintain business services and configuration item relationships in Service-Now tool.
• Develop and manage application code, user interface, and third-party integration components
• Develop necessary development documentation as needed e.g. technical design, developer notes, etc.
• Performs core configuration tasks including system policies, business rules and client scripts.
• Manages users, groups and roles
• Manages data with Tables, the CMDB, Import Sets, and Update Sets.
• Creates Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows
• Performs migration activities Dev to QA, QA to Prod
• Coordinates Service Catalog options, including two-step checkout, cart controls, and variables
• Investigate performance issues, learn troubleshooting tools, and use system logs to find issues
• Coordinates installation of ServiceNow upgrades and/or service packs. Develops and manages the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements or error correction.
• Develops and improves user systems procedures, and prepares systems documentation.
• Establishes and maintains effective communications with customers, other technology specialists, and vendors about services.

Confidential

ServiceNow Developer

Responsibilities:

• Use Administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLA's, Reporting etc.
• Core Application Administration: Policies Interactions, Application Security, Events Notifications.
• Managing client scripts, UI policies, UI actions and Data policies.
• Moving data in and out of an instance using import sets and transform maps and also auto import of data into service now.
• Defining Service Level Agreements SLAs , notifications, and reports.
• Develops new applications from beginning to end.
• Maintains existing applications. Creates code that meets system standards.
• Integration of service now with LDAP for authentication.
• Integration of Service Now with BMC Remedy for ticket creation on change submit.
• Subject Matter expert on Incident Management, Change Management Process and Knowledge article.
• Recommends appropriate design alternatives to be implemented based on customer constraints.
• Developsconversion plans and procedures.
• Develops and executes plans and procedures for data conversion, customer acceptance criteria and installation strategy.
• Migration of customizations from one instance to other instance.
• Ongoing Maintenance.

Environment: ServiceNow, ITIL, Javascript, JellyBeans, Web Services, XML, DHTML, JQuery, JSON

Confidential

Remedy Consultant

Responsibilities:

• Environment Setup, Installation, Configuration, Development, functional process set up and support of Remedy ARS 8.1, ITSM 8.1, SLM 8.1, RKM 8.1, Mid-Tier, CMDB, Atrium Integration Engine, BMC Atrium Integrator-Pentaho Tool and JSSO.
• Legacy Remedy ITSM Application data Migration to the Upgrade Environment using Atrium Integrator, Remedy Migrator SRM Import.
• Utilize in-depth knowledge of functional and Technical experience in Remedy ARS, ITSM and other leading-edge products and technology in conjunction with industry and business skills to deliver solutions to customer.
• Business requirements gathering, technical design, Test Plan Scripts, End user Training Process Documentation after Go-Live for Projects.
• Deliver new and complex high quality solutions to client in response to varying business requirements.
• Configuration of Foundation data, Process data Transaction data of Remedy ITSM System, CMDB Configuration Item updates.
• Administration of Development, QA Production Servers. Custom workflow migration using Migrator Tool, Data loads using Data Import Tool, Data Wizard Tool, and Data Management Tool.
• Integration of third party and home grown applications USIT, TPS, ANTWERP to the ITSM System using Remedy Webservices.
• ALTIRIS product Integration using Atrium Integration Engine Reconciliation Engine into Remedy CMDB.
• Installed, Configured and Responsible for ADDM, BPPM extensions/ Integrations. Troubleshoot third party custom integrations with Remedy ITSM Suite.
• Develop, configure and maintain Custom service requests using Advanced Interface forms in Service Request Management application to meet Request catalog requirements of the IT business users.
• Responsible for Environment Synchronization from Production to Non-Production Environments and configurations.
• Customizing the out-of-the-box modules OOB by designing new workflow objects. Maintaining and bug fixing of the ITSM and other Remedy application modules.
• Exported and Imported Customized SWLM License Types from 7.6v to 8.1v.
• Provide 24/7 support on critical / high priority issues in the Environment Point of contact for all technical issues.
• Quality Compliance of all Deliverables to Client, mentoring the team act as liaison between process team and the technical team.

Environment: BMC Remedy Action Request System 7.6/8.1, BMC CMDB 7.6/8.1, BMC IT Service Management Suite 7.6/8.1 and BMC Remedy Mid-Tier 7.6/8.1/8.1sp2, Remedy Import 7.x/8.1, Windows server 2008 R2, MS SQL Server 2008, Atrium Integrator.

Confidential

BMC Remedy Developer

Responsibilities:

• Played the role of a Implementer of entire Remedy ARS ITSM suites
• Worked on Multiple High Availability environments with multiple AR servers with shared database.
• Integration with LDAP Active directory auto population of people data in Remedy.
• Integration of third party web application with remedy through inbuilt remedy web services. Used CREATE,
• SET and GET operations for automation of ticket in remedy. Web based application has invoked remedy web services for creating and updating of remedy tickets.
• Installation of BMC Topology discovery tool and configured to integrate with BMC remedy ITSM CMDB Suite.
• Integration with BMC Remedy and Netcool for inflow of alarms which created tickets in remedy.
• Standard ITSM Configuration, SLA Configuration, Email Configuration
• Involved in Developing the Forms, Workflows Building Applications.
• Using the AR Migrator tool to deploy objects from the Development to UAT and UAT to Production

Environment: Remedy ARS 7.1, Midtier 7.1, Approval Server 7.1, Assignment Engine 7.1, CMDB 2.0, Service Desk 7.0.3 Change Management 7.0.3 SLM 7.0.3, Sun Solaris10, Oracle 10g,

Confidential

Java/J2EE Developer

Responsibilities:

• Worked directly with user groups in analyzing and specifying business requirements for the design and development of project.
• Suggested and advised clients to tactfully alter workflow of application to increase the efficiency and ease of use.
• Designed and Developed user interfaces using HTML, CSS, JavaScript, jQuery and AJAX.
• Extensively used JavaScript for client side validations.
• Experience with input validation using JavaScript.
• Worked on design of interfaces using web services of external applications.
• Developed application based on SDLC Software Development Life Cycle .
• Created user-friendly GUI interface and Web pages using HTML, JSP.
• Developed UI, which enhanced user efficiency in using the functionality defined after business analysis.
• Designed intuitive responsive web pages using the concept of negative margins and percentages.
• Experience with UI designing for open source CMSs like word press, magneto, joomla etc.
• Designed cross browser compatible web pages.
• Redesigned several web pages with better interface and features.

Environment: HTML, XML, CSS, JavaScript, AJAX, media queries, jQuery.