OBJECTIVE

• Work with a company that values excellence, teamwork and individual responsibility. Dedicated learner having nearly eight years of experience and training within Operations and Technology environments. Motivated by the challenge of building simple and scalable solutions to complex problems.

SUMMARY

• An ambitious and optimistic engineer with over seven+ years of hands on experience in the IT industry involved in providing ITIL and IT Service Management Solutions.
• Design and engineer solutions leveraging all components offered by ServiceNow to answer the needs for business workflows, ticketing or other ITSM requirements.
• A ServiceNow expert with experience on implementing end - to-end Service Catalog, Incident Management, Configuration management & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.
• Superlative leadership qualities with excellent analytical skills with demonstrated capability to effectively use manpower and motivate professionals to maximize levels of productivity.
• Significant experience in ETL tool Informatica Power Center in analyzing, designing and developing ETL processes for Data Warehousing and Data Migration projects.
• Hands on experience in tuning mappings, identifying and resolving performance bottlenecks in various levels like sources, targets, mappings, and sessions.
• Setting of the batches and the session to schedule the loads at required frequency using Power Center Server manager.
• Involved in migration from BMC Remedy to ServiceNow Application.
• Involved in Dimensional modeling to Design and develop STAR Schemas, identifying Fact and Dimension Tables.
• Manage the UAT process by performing smoke testing, test case validation, and obtaining business approvals on UAT for scheduled deployments. Serve as a liaison to other teams in planning, coordination, development and deployment of multi-team enhancement or projects
• Ensures delivery of project and enhancement requirements meet the requirements defined by the business customer
• Accountable for ensuring training needs are met for new or existing applications.
• Applying the information presented here, please customize and tailor it to your organization’s need.

TECHNICAL SKILLS

ITSM/ITIL Tools: ServiceNow, Incident management, Change management, Remedy Access management, Configure management

ETL Tool: Informatica

Operating System: LINUX, WINDOWS, UNIX

Programming Languages: Java, C/C++, HTML, XML, CSS, Bootstrap

Integrations Web Services: (Direct, Scripted), LDAP, REST, Excel, CSV

DBMS: SQL Server, Oracle, My SQL

Tools: Sharepoint, Visio, Vision-one, Zira, MS- Office

PROFESSIONAL EXPERIENCE

Confidential, NJ

ServiceNow Business Analyst

Environment: ServiceNow

Responsibilities:

• Created a phased/staged approach in order to implement CMDB, which, helped us, executed Import Sets to initialize Business Service Mappings.
• Conduct, Collect Analysis, Assist with training and testing procedures.
• Gathering requirements for complex enhancements time to time and other business requirements.
• Created various workflows for Incident Management, Human Resource Management, Asset Management and service Requests
• Worked jointly with the project manager from the customer and a ServiceNow engagement manager to support Strategic Alignment and drive Rapid Transformation for our customers.
• Responsible for providing analysis of problems and resolutions or fixes for the production issues related to ServiceNow platform within the Service Level Agreement.
• Responsible for collecting, reviewing, analyzing, managing and user requirements from different business users.
• After initial interviews have been completed establish a cadence for regular check ins with these stakeholders to ensure project success beyond GO-LIVE.
• Time to time followed up with the business & technical teams to clarify functional requirements on how to lead the project.
• Document detailed proposals, functional & data business requirements, process flows, use cases, test scenarios, and obtain functional design specification approvals.
• Responsible for Service Management product capabilities and roadmaps, including all product and service offerings on the Service Now platform.
• Acted as program manager for service management programs, including platform upgrades, application integrations, and CMDB maturity programs.
• Key participant in process improvement on demand management. Included: Product Development Life Cycle design and optimization, process integration between business units and global services.
• Led a Proof Of Value with ServiceNow delivering improved business risk and impact analysis. Scope of effort included business service definition, business service modeling, application CI Architecture for CMDB.
• Solution used ServiceNow relationship maps to illustrate Business Service to application, to infrastructure component relationships.
• Analyze and understand business challenges; map current business processes to the new system or service, determine interface requirements, and resolve any issues which may affect the business process.

Environment: ServiceNow, Java, HTML, Active Directory, SQL Server, Agile and Scrum methodology.

Confidential, Long Island, NY

ServiceNow Admin

Responsibilities:

• Customization of form, creating views and Sections to meet business needs.
• Facilitating rollout of new modules and Templates.
• Scheduled workshops with internal user group, stakeholders. Created community newsletter followed with every meeting.
• Automated analysis, rapid migration and parallel operation of software helped keep the cost lower for whole process.
• Created Mapped Web where a transform map was used to gather incoming web service data into the final targeted tables for migration.
• Helped pre-define integration process by mapping the structure from different web service like SOAP and SQL to escalate the project in timely manner.
• Created custom related lists according to business requirement.
• Created Mappings in Informatica Designer to extract data from various data sources to load into the data warehouse with different types of transformations to implement the ServiceNow timely manner.
• Worked on Client side and Server side scripting according to the client requirements.
• Creating reports based on specific requirements and added it to the homepage.
• Worked on Assignment Rules and automate the process based on the requirement.
• Creating reports and generate on daily basis. Created UI macros and formatters.
• Importing data into ServiceNow by using import set and update sets.
• Use approved change management processes to manage update sets and system upgrades to the Production instance
• In the migration procedure, create an ordered list that details how grouped update sets. Creating Record producers, filters and Process flow bar.
• Created and Scheduled sessions & Worklet using workflow Manager to load the data into the Target Database
• Understanding of ITIL (Information Technology Infrastructure Library) processes, SDLC (Software Delivery Lifecycle) and project management fundamentals.
• Helped in creating process flow mapping, data conversion and interface design.
• Building and executing test scripts and validate results to ensure that configuration/customization meeting process owners’ needs.

Confidential, Baltimore, MD

ServiceNow Business Consultant

Responsibilities:

• Involved in providing the design solution, technical methodologies and processes solution to meet the customer requirements
• Involved with working in an agile development environment. Responsible for gathering requirements and designing the Service Catalog from the scratch.
• Design solutions to enhancement requests by developing with JavaScript, Jelly and Implementing workflows
• Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools
• Involved in developing workflow customizations and performing quality assurance Testing and user acceptance testing
• Created Client Scripts, Ajax Scripts, Business Rules, Script Includes, UI Policies, UI Actions and Email Notifications
• Responsible for preparing design level, program-level and user-level documentation
• Implemented LDAP Active Directory Integration
• Involved in the complete end to end cycle of coding, testing, debugging, maintaining and refining the computer software in ServiceNow to produce the required product
• Responsible for analyzing, designing and developing business applications which involved customization, workflow administration, data imports, custom scripting using JavaScript
• Responsible for closing the open Incidents, Problems and Enhancement requests and
• Communicating with the customer the status of the request, to ensure a timely customer satisfying result
• Involved in providing production support for Service Catalog, Incident, Problem, Change, Release, Task, Knowledge management modules in ServiceNow platform

Confidential

Business Analyst

Responsibilities:

• Used Waterfall software development methodology in defining the problem, gathering requirements, business modeling and communicating with the technical team for development of the system.
• I lead JAD sessions and organized brown bag sessions with business associates to gather business requirements for CMS applications.
• As a Business Analyst in Confidential, generally I did researches and analyze the macro economic and micro economic financial data.
• Created and maintained Business Requirements Documents (BRD) and Functional Requirements Documents (FRD) defining new system operations for the project using Rational Requisite Pro.
• Analyzedbusinessand technical requirements and createdbusinesscase documents.
• Prepared Logical Process and Data Models, which contained set of diagrams and supporting documents;Business Requirement Specification documents.
• Used MS Excel for overall Requirements Management and to build the Requirements Traceability Matrix
• Time to time, gathers financial information along with company fundamentals in order to make business, sector and industry recommendations to the organization.
• Gathered the Data Warehouse requirements to capture the KPI’s, measures and dimensions and facts for the Data Warehousing effort.
• Performed data manipulation using the basic functions and the Informatica Transformation.
• Defined reference lookups and aggregations, imported relational metadata extract and load Relational data using Phoenix.

Confidential

Informatica Developer

Responsibilities:

• Worked with different Sources such as Oracle, MS SQL Server and Flat file.
• Used Informatica to extract data into Data Warehouse. Good working skills in optimizing the SQL to improve performance. Written UNIX Shell scripts for Informatica ETL.
• Extensively used several transformations such as Source Qualifier, Router, Lookup (connected & unconnected), Update Strategy, Joiner, Expression, Aggregator and Sequence generator transformations.
• Identified and tracked the slowly changing dimensions, heterogeneous Sources and determined the hierarchies in dimensions.
• Used Trillium as a Data Cleansing tool to correct the data before loading into staging area.
• Created reusable transformations and Mapplets and used them in mappings.
• Used Informatica Repository Manager to maintain all the repositories of various applications.
• Developed number of Complex Informatica Mappings and Reusable Transformations for the Claim Profitability Systems to facilitate Daily, Monthly and yearly Loading of Data.
• Involved in fixing invalid Mappings, testing of Stored Procedures and Functions, Testing of Informatica Sessions, and the Target Data.
• Good command in Designing complex mappings using transformations like Connected/Unconnected Lookups, Router, Filter, Expression, Aggregator, Normalizer, Joiner and Update Strategy.
• Worked on SQL tools like TOAD to run SQL queries to validate the data.
• Design and Development of pre-session, post-session and batch execution routines to run Informatica sessions using Informatica Server.