SUMMARY:

• A Technical Lead having overall 4.5 years of experience in Information Technology which includes 2 years of experience in ServiceNow.
• Certified System Administrator in ServiceNow.
• ITIL foundation Certified in IT Service Management.
• Core areas of skill are Change Management, Incident Management, Problem Management, Maintenance and Enhancement of the Application using Service Now Tool ITIL V3 framework , Java, JSP HTML.
• Having very good working knowledge in J2EE framework and hands on technologies like JSF, spring technologies.
• Excellent capability to explore, learn and understand newer business domains and technology.
• Experienced in environments requiring direct Customer interaction during specifications, development and project implementation phases.
• Good working knowledge in SUN Identity manager tool by supporting all the applications which integrated with IdM tool.

TECHNICAL EXPERIENCE:

TOOLS : ServiceNow, SUN IdM 7.0, 8.1.1 Oracle Waveset , Eclipse, edit plus 3.0,Appworx 5.1.1,8.0,ETL

LANGUAGES: Java

DESIGN : UML Use cases, Class Diagrams, Sequence Diagrams

RDBMS : Oracle 9i, Oracle 11g, MS SQL 2008

WEB CLIENT-SERVER TECHNOLOGIES: J2EE, JSF, Spring, Struts 1.2, EJB 3.0, JPA, HTML 5.0 , XML ,JDBC, JNDI, JavaScript.

APPLICATION/WEB SERVERS: Helpdesk Management, Apache Tomcat, WebLogic 10.3, JBOSS 4.0, 4.1

MAJOR ASSIGNMENTS:

Confidential

Environment: Service Now Service Management Operation Tool , PL SQL Developer, Eclipse, Java J2EE, xml, Oracle

Role: Team Lead

Major Implementation:

ITIL Process Implementation:

• Change Management
• Change Management helps organizations understand and work to minimize risks of changes to the IT environment. It is essentially a process for managing the people-side of change.
• Incident Management
• The goal of Incident Management is to restore normal service operation as quickly while minimizing impact to business operations and ensuring quality is maintained.
• Problem Management
• Problem Management helps to identify the cause of an error in the IT infrastructure that is usually reported as occurrences of related incidents. Resolving a problem means fixing the error that will stop these incidents from occurring in the future
• Reports
• Reports allow users to generate charts from any data in the database. We have designed reports in Service now.
• Service Request Management
• This module/process will provide different type's services to end user
• Service Catalogue.

Integrations:

• CDI Integration which helps to update user details
• LDAP Integration which helps the syncs the groups in ServiceNow
• Single Sign on using SAML 2.0 plugin.
• Setup Midservers.
• X-matters Integration helps to intimate the responsible person in case of high priority
• Location Integration which helps to update location and user location details
• E-Mail Notification which helps to notify the user's at appropriate scenarios

Customer Enhancement's:

• Catalog automation for various module optimized usage.
• Metrics Reports on Helpdesk Portal.
• Business to Business integrations via web services Data transmission from one helpdesk Portal to another Helpdesk portal .
• New User Interface for Web helpdesk user.

Responsibilities:

• Understanding Client's Business Case and Responsible for Business Analysis
• Estimate the Project Request
• 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 onshore, 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.
• Managing all the activities for GE Healthcare like Instance cloning, patch upgrade and Post fix implementation after clone.
• As per the best practices of Service Now, developed and configured Business Rules, Script Includes, UI Policies, Catalog Client Scripts and Client Scripts, Scheduled Jobs etc.
• Designing new Workflows and modifying the existing workflows according to new requirements in an efficient manner.
• Creating custom Tables, Fields and configuring Access Controls over them.
• Configuring Data Sources, Import Sets, SLA/OLA, LDAP and Transform maps
• Following the Release process to develop and deploy the code in development to production environments as per proper approval from functional leads.
• Monitoring the Problem and Incident Process. Also Root Cause Analysis for the Problem and interruptions in process flow and applying fix for the same within the SLA duration

Confidential

Environment: SUN IdM 7.0, 8.1, Oracle, J2EE, HPSD, Service Now

Role: Team Lead

Responsibilities:

• Playing a Team Leader role and leading the team from offshore.
• Requirement Gathering from Client.
• Analysis and Estimation.
• Design and Test case preparation.
• Development
• Testing Unit testing, System and UAT .
• Presenting the applications to the customers and getting their signoffs. UAT
• Configuration Management and its related activities.
• Auditing external project.
• Application Production Maintenance and Support.

Confidential

Environment: SUN IdM 8.1, BPE, Oracle, J2EE, JSF, Spring, HPSD, Service Now

Role: Team Lead

Responsibilities:

• Playing a Team Leader role and leading the team from offshore.
• Prioritizing the QC's.
• Handling Mini projects and doing enhancements on the existing applications.
• Analyzing the Existing process and identifying the root cause of the problem.
• Documentation of the issue root cause and inputs from client.
• Attending meetings of new development projects and provide feedback/suggestions.
• Depending on the type of issue Application side providing solutions and doing major enhancements.
• Showing UAT with clients.
• Providing KT to L2 Support Team for the Bug Fixes and Enhancements.
• Preparing weekly and monthly reports.

Confidential

Environment: SUN IdM 8.1, BPE, Oracle, J2EE, JSF, Spring, Service Now

Role: Team Member

Responsibilities:

• Requirement Analysis,
• Creation of termination workflow,
• Creation of Digital Adapter,
• Preparation of Functional Specification and Test Cases,
• Unit/Integration Testing,
• Backup/Recovery Developing and Debugging Enhancements,
• Source Code Maintenance Development of code.