SUMMARY

• 7 + years IT knowledge/Experience with over 4+ years of good diversified experience in analysis, design, development, testing, implementation as a Developer and Administration of ServiceNow and ITIL processes.
• Direct hands on experience on various IT Services of Service - Now tool like Service Catalog Requests, Asset Management, Problem Management and Configuration Management.
• Experience in Service-Now as both the developer as well as the Administrator.
• Experienced in configuring the application using Service-Now tool used for ITSM with the ITIL Best Practices with a strong knowledge on ITIL V3. Deep functional and technical knowledge of service-now platform as well as experience delivering medium to large-scale service-now implementations.
• Expertise in working with different ServiceNow modules such as Incident management, Change management, Problem Management, Release Management, PPM, Integrations and Notifications, service catalog, modules, and workflow, Service Request, Knowledge Management, Hierarchy Building and knowledge of Change Management, content Management System.
• Participated in Workshops with ServiceNow partner teams to help companies implement ServiceNow using best practices in ITSM.
• Strong Experience in all Phases of SDLC (Software Development Lifecycle) including the requirement Gathering, Analysis, Design, implementation, Development, Support and Testing, Deployment, Builds, Configuration and Code Management.
• Good exposure with the customer to gather requirements for service catalog and developing workflows.
• Experience in Waterfall, Scrum, Agile Methodologies.
• Proficient in Design and Development of User interfaces using HTML, CSS, Servlets and JSP, Proficient in Programming using JSP.
• Hands on Experience in writing custom JavaScript code to enhance the Service-Now functionalities to support the new business needs.
• Extensively worked on Business Objects Administration. Uploaded the reports and created users.
• Excellent Interpersonal skills, Communication skills, Documentation Skills, problem solving ability, Analytical and Programming skills in High speed, Quality conscious and Multitasked environment.
• Role in project development includes Client Interaction, Coding, Testing, Documentation and ability to work as a team player as well as independently, worked in high-pressure environment adhering to product quality standards and delivery dates.

TECHNICAL SKILLS

Operating Systems: Unix, Linux, Solaris, Windows 2000, XP, Vista, 7

Languages: Java, JSP, C, SQL, HTML, XML, JavaScript, ABAP

Database: Mysql5.0.1, DB2, Oracle11g, Microsoft SQL Server 2005.

Internet Programming: HTML, XML,CSS,AJAX,JSON,Jquery,Web Services(SOAP/REST)

Software Tools: Make,GDB, DBX, Purify, Eclipse, Microsoft Visual Studio .Net 2008, MS Visio,Valgrind

Application Tool: ServiceNow Netbeans6.9.1, Dreamweaver CS4, SQL, Service-Now (ITSM Tool), Manage Engine (ITSM Tool)., TOAD, SQL Developer, Remedy, SAP, EDI, Sterling B2b Integrator

Software Methodologies: SDLC, Waterfall, Agile and Scrum.

PROFESSIONAL EXPERIENCE

Sr. ServiceNow Consultant / Business Analyst

Confidential, San Francisco, CA

Responsibilities:

• Hands on Experience Working with the Business Team to gather the Requirements for AS-IS and perform the operations successfully for TO-BE process.
• Develop and manage application code, User Interface, and third-party integration components.
• Hands on Experience in Designing the Network design Methodology configuration and worked on Devices and as well as the Configurable Items (CI’s).
• Experience in maintaining the necessary development documentation as needed (ex: technical design, developer notes etc.).
• Experience in performing the core configuration tasks including system policies, business rules and client scripts.
• Well-versed in performing day to day activities of the administration of the Service-Now tool and maintaining the business services and configuration item relationships in Service-Now tool.
• Hands on experience working on the IP networking, Devices, Network design.
• Hands on experience in creating tables, managing the users, groups and the roles.
• Expertized in developing new applications from beginning to end.
• Expertized in defining and managing the Client Scripts, UI Policies, UI actions and Data polices to maintain the form and work as per the business requirement.
• Expertized in developing and executing the plans and procedures for the data conversion, customer acceptance criteria and the Installation strategy.
• Well-Versed SME (Subject Matter Expert) on Incident Management, Change management process and the Knowledge article.
• Experience in defining the SLAs (Service Level Agreements), notifications and reports.
• Hands on experience on Moving the data in and out of an instance using import sets and transform maps and also auto imports of data into Service-Now.
• Expertized in Customizing and defining the Workflows and configuring the items to the carts in the Service catalog.

Sr. ServiceNow Consultant/ADMIN/ Business Analyst

Confidential, Irving, TX

Responsibilities:

• Discussing the business requirements with clients and documenting them into process requests.
• A ServiceNow expert with experience on implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with Knowledge of Content management
• Built forms from scratch along with advanced customizations at the level of UIMacros/UI page as per the complex requirements.
• Created a lot of clients scripts/UI policies also with a lot of high-level customizations like attaching a custom events and DOM-injection with JQuery and Prototype.
• Created many standard workflows which are being re-used and propagated and handled many custom events.
• Responsible for the ServiceNow tool administration module and creation of new Users, Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules.
• Created many scripts which includes Business rules (server side code) and also modified OOB.
• Worked extensively on LDAP integrations. Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC.
• Good knowledge on Single Sign on and event based integrations.
• Setting up Configuration Management from scratch defining the CI classes and their relationships.
• Created complex transform scripts in transforming the data into the SNOW database.
• Create generalized framework for repeating problems and incidents.
• Design and Implementation of service requests through service catalogue in servicenow.

Servicenow Admin/ Consultant / Business Analyst

Confidential, Irvine, CA

Responsibilities:

• Requirement gathering for Problem management, CMDB light and OKTA integration.
• Design and develop Problem management module based on requirement given by Confidential .
• Design and develop customized GUI/BR/JavaScript for Incident, problem, Asset and CMDB modules.
• Design and develop Workflow for SLA and Problem module.
• Design and implement CMDB light as well as asset management.
• Worked on Service Catalog enhancement request.
• Worked on OKTA integration.
• Worked on HTML customization for Notification.
• Worked on Data load for CMDB and asset module.

SAP CRM Functional Consultant/ Business Analyst

Confidential, New Jersey

Responsibilities:

• Conducting Product walk through workshops
• Business Requirement gathering, preparing GAP analysis and presenting it to the stakeholders
• Suggesting the Redesigned processes for the Service order management, Service confirmations, Resource planning, Service Warranty & Service Contracts, Return order, In-house repair order and Complaints processes Payment cardexperience.
• Documentation of As -Is and To-BE business processes.
• Maintaining Organization structure for Service with the required attributes.
• Replicating the Customer & product Master from SAP ECC. Master data integration between SAP CRM & ECC
• Configuring the Services Orders, Service confirmation with the order one functionalities such as status management, Text management.
• Defining & creating Service warranties and setting for automatic warranty determination in Service order, Service confirmation & Complaints
• Defining & configuring customer complaint management system with escalation matrix. Defining Categorization schemas, Escalation matrix and Action profile.
• Defining Navigation bar profiles, work centers, Business roles and PFCG roles
• Defining & configuring Returns management and In-house repairs management process and setting up integration between SAP CRM & ECC systems.

SAP CRM Functional Consultant/ Business Analyst

Confidential

Environment: SAP ECC 6.0.

Responsibilities:

• Gathered high level and detailed requirements from Process Owners of Marketing & Sales Divisions to find out the key and critical processes. worked closely with Confidential Teams throughout the Life Cycle Implementation did Fit Gap analysis of the processes modified current process flows and Designed several new flows using Visio
• Organized workshops to explain the tools available in SAP CRM
• Wrote content for Business Blueprint Document covering Marketing & Sales processes and requirements. created a detailed BPML document for configuration tasks and development objects created a Project Plan for Marketing and Sales components. was responsible for setting up Master Data - Business Partner, Org Model and Products
• Wrote Configuration Rationale and Business Process Procedures (BPPs).
• Coordinated testing phase and data conversion phases
• Organized user training for Sales Processes
• Used Solution Manager