SUMMARY:

• 9.3 Years of IT experience in Software Design, Development, Analysis, Testing and Implementation
• End to End Development and Customization of Discovery CMDB, Service Watch, Software Asset Management, Service Catalogs and Scoped /Custom Applications.
• A ServiceNow Technology Analyst with experience on implementing end - to-end ITSM modules like, Incident Management, Problem, Change, Release and Knowledge.
• Gathering requirements and converting BRD’s into technical requirements. Created design patterns & implementation plans for ServiceNow enhancements like BPC.
• Design and engineer solutions leveraging all appropriate components offered by Service-Now to answer the needs for business workflows, ticketing or other ITSM requirements.
• Developing JavaScript and configuring workflows to implement additional features, customizations and enable the process flow.
• Configuring and Deployment of Project Portfolio Management suite like adding up of new projects, deriving the reports for the management purpose to show case of the updates on projects from time to time.
• Administering the resources in PPM for the Performance Analytics etc
• Post roll out production support. Experience of handling Bug Fixes and Enhancement requests
• Experience in configuring the Incident Management, Problem Management, Change Management, Asset Management, Service Request Management applications and BMC Atrium CMDB.
• Installation experience in Power Shell on MID Servers.
• Configuration of MID Servers using Power Shell with installation and supporting Windows operating system.
• Working on Supported tickets on ServiceNow which supports Power Shell 2.0 and 3.0.
• Experience in handling BMC Atrium Servers, Mid tiers, AIE Jobs, Normalization and Reconciliation engine, Crystal Reporting.
• Experience interfacing with stakeholders, system analysts, senior management with excellent communication and interpersonal skills.

TECHNICAL SKILLS:

Specialties: ServiceNow (Helsinki, Geneva, Fuji, Eurekha etc), BMC Remedy (8.0, 9.0, Smart IT, 7.6.04), Crystal Reporting.

Web Services: SOAP, REST, JSOC, Scripted web services.

Languages: C, C++, Java, API, Java, SQL, PL/SQL, XML, HTML,CSS, AJAX

Scripting Languages: Java Script, Jelly, Angular JS

Web Technologies: Tomcat, VBScript, PERL

Operating System: Unix, Linux and Win9x/NT/2K/XP

PROFESSIONAL EXPERIENCE:

Confidential, Dallas, TX

ServiceNow Developer/Admin

Responsibilities:

• Involved in the complete end to end cycle of coding, testing, debugging, maintaining and refining the computer software in Service Now to produce the required product in an Agile development environment
• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes to customize the instance as per Business needs
• Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools and enhanced requests by java script.
• Customized UI Appearance for Problem and Change Management Application which is simple, intuitive and easy to use,
• Setting up Change Management along with Advanced Risk Assessment Calculator (on a script include level).
• Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
• Responsible for access control, security, minor enhancements such as form or workflow editing, and UAT/Regression testing of any development.
• Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items, service catalog items.
• Created reports, workflows, data imports for Incident, Problem, Service Request, and Change Service Now modules
• Responsible for gathering requirements and customizing Business Service Catalogs from the scratch.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations, and Templates
• Involved in providing the design solution, technical methodologies and processes solution to meet the customer requirements.
• End to end implementation of Discovery CMDB with custom probes and Sensors.
• Developed Custom workflows specific to Hardware Asset Management.
• Integrated ITSM tools with JIRA, SSO, Active Directory etc
• Manage and coordinate activities during the overall ticket life cycle in Incident and Problem Management
• Performing quality assurance testing and user acceptance testing.
• Responsible for preparing design level, program-level and user-level documentation.
• Created Procedure guidelines used in supporting Technology and Application issues.
• Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.
• ServiceNow experience in Implementation, design, development, documentation, deployment, and post- production support following Software Lifecycle using SDLC SCRUM
• Developing JavaScript and configuring workflows to implement additional features, customizations and enable the process flow.
• Provided regular reports on test status and risk assessments on product quality and features.
• Skilled in bug reporting and tracking using HP Quality Center/ALM, JIRA.

Confidential, Baltimore, MD

ServiceNow Developer

Responsibilities:

• Implemented, documented and maintained the ServiceNow platform to meet specific business needs to support ITIL and business processes.
• Created reports, workflows, data imports for Incident, Problem, Service Request, and Change Service Now modules
• Responsible for gathering requirements and customizing for CTI integration for organization from the scratch.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups.
• Create new service catalog requests and items with variables
• Developed UI Appearance for Service Catalog Requests
• Create, monitor, modify, and publish service catalog workflows with approvals
• Designing, configuring and customizing new applications and modules. Assisting in troubleshooting patch / release management issues.
• Build reports, gauges, and home pages.
• Create and use update sets to move customizations between systems.
• Search, populate, and customize the knowledge base.
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs
• Developed operational requirements documentation and train operational staff to maintain solution.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system
• Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.
• Involved in writing functional design documentation, detailed level requirements with review meetings.
• Created Test Plan, Test Estimations, Test Cases and Test Condition Matrix for testing.
• Created Test Status report and Test Completion Report for testing.
• Participated in peer reviews with team and with developers to review the test cases.
• Executed Test Cases to verify the functionality of the respective features of the application.

Confidential, N orwood, MA

ServiceNow Engineer

Responsibilities:

• Customized the user interface of Problem Management and Change Management Applications of ServiceNow using UI Policies and Client Scripts.
• Integrated Service-now CMDB/BSM module with Service-now Incident Management module.
• Wrote multiple Business rules and UI Action scripts to meet Business needs.
• Responsible for Bug Fixes and new Enhancement for already implemented applications like Service Catalog and Service Level Management.
• Customize and configure CMDB module in ServiceNow. Import data into appropriate classes.
• Configured Service Level Agreements to define certain levels of service from both internal and external providers.
• Monitored (server and/or application) health and the performance, availability, security, and integrity of the application and data; and made recommendations in order to improve application's functionality or performance; and periodically generate reports based on analysis/interpretation of monitoring activities
• Extensive development in our ServiceNow platform including creation and customization of our Incident, Request, Service Change, Service Level, Knowledge and Configuration (CMDB) applications and processes
• Tested, analyzed, collaborated and assisted with translating business requirements into technical requirements to ensure a smooth implementation of applications or modules.
• Used JavaScript, HTML, CSS, and HTML5/CSS3 for UI design.
• Worked very closely with ITSM Process Architect, customer personnel, Business Analysts, IT Architect, IT support teams and other technical teams to ensure that business needs around implementation of ITSM processes and ServiceNow are in a controlled and predictive manner.
• Developed solutions using JavaScript, Web Services, SOAP, REST, WSDL, XML and other web technologies to integrate ServiceNow with internal/ external systems and tools.
• Content Management, customized with Java scripts for incidents assigned to only restrict users.

Confidential

Remedy D eveloper

RESPONSIBILITIES:

• Upgraded and configured AR Server & Mid-Tier from 6.3 to 7.5.
• Installed and configured CMDB 2.1.00.
• Installed and configured ITSM applications like Change Management, Incident & Problem Management and Service Level Management
• Integrated Amdocs CRM with Remedy custom built customer trouble ticket app to generate tickets by using Remedy web services.
• Installed and configured Approval Engine and Assignment Engine for Approval Process.
• Installed and configured Remedy Email Engine for Incoming and Outgoing emails.
• Installed and configured Crystal Reports to meet the organizations reporting needs.
• Integrated Netcool monitoring tool to Remedy by using Netcool gateway to generate network outage tickets
• Gathered requirements in each project phase and estimated the time lines for each phase.
• Integrated Remedy with Active Directory to authenticate users using Remedy.
• Created test environment to test and develop customizations and imported the code to the production box.
• Setting up user's permissions and roles.
• Set up groups, configured auto assignments, defined templates, and incident, problem and SLA rules.
• Applying updates, add-ons and patches to keep the Remedy suite up to date.
• Additional user requirements were met by enhancing/customizing both out-of-the-box & custom built applications by writing Active links , Filters , Escalations & Menus
• Worked to improve performance on Mid-Tier and ARS
• Involved in server administration jobs like taking back ups, maintaining log files etc.
• Given extensive production support to the user community
• Involved in gathering requirements and provide end-user training for the users

Confidential

Remedy Developer

RESPONSIBILITIES:

• As a part of this team I was responsible for troubleshooting & configuring the Remedy System according to the needs of the business. Installation, Upgrade, Root Cause analysis and patching were done as part of my job.
• Analyzing the requirements and design solutions. It was my responsibility to do the initial analysis of requirements and design.
• Troubleshooting, Bug Fixing & implementing new changes in the OOB version of Remedy . Have done troubleshooting experience on normalization engine, email engine and AIE .
• Maintenance, administration and give support to other support functions and end user community. Configuration tasks like User profile , support group creations, configuring assignment rules was coming under my responsibilities.
• Monitoring of application servers and services to make sure that all the services are up and running all the time. Effectively monitored application services, analyzed error logs to find out what is going wrong with the application.
• Configured SLM module based on the customer requirement. Configured Service Targets for different Service desks and support groups based out of different time zones.
• Hands on experience on Data Load Console . Extensively used “ Data Load console ” to load data during migration of different Service desks/Support groups to Remedy7.5 systems.