SUMMARY

• Overall 10 years of IT Experience, proven success and experience in Servicenow (5 years) Development and Administration, Remedy, knowledge of ITSM tools and ITIL framework.
• Direct hands on experience on various IT Services of Service - Now tool like Service Catalog Requests, Asset Management, Configuration Management, Servicenow Administration, Incident and Problem Management, Knowledge Management, Reporting, Gauges, Integration with Web Services.
• Gathering requirements and converting BRD’s into technical requirements. Created design patterns & implementation plans for Servicenow enhancements.
• Expertise in implementation of Servicenow modules, Data integration (CMDB) and Servicenow catalog Items.
• Experience in developing, support, analysis of Service Management tools such as BMC Remedy, Confidential SM, and BMC Remedy on Demand.
• Experience in configuring Discovery Schedules and Worked on Discovery and set up mid servers and check for the connectivity. Worked on the latest release EUREKA, FUJI which is the advanced release.
• Expertise in Universe designing, developing and generating complex, Adhoc, dashboard Reports.
• Good hands on experience on ITIL framework. Expertise in mappings using Servicenow, Service Watch.
• In depth knowledge on technical implementation on various modules of Service-now like Incident Management, Problem Management, Change Management, Configuration Management.
• Good knowledge of CMDB and Asset Management Services, Business Services and Configuration item relationships.
• Handled all levels of system administration including gathering requirements, project planning, budgeting, code implementation, development testing, change management and training for the ITSM tool
• Deployment Automation and Software delivery using Shell scripting with tools like DSM and ITCM.
• Experience with integrating BMC Remedy with external applications using Web Services.
• Senior ITSM ITIL Solution Consultant and Business Consultant: Service Level Management expert and advisor, implementing ITIL Service Level Management Process, developing and designing Metrics and Reports. SLA configuration and negotiation, Service Improvement Plan (SIP) development and implementation.
• ITIL Consultant: Executing ITIL Assessments to ensure existing practices and policies aligned with established ITSM processes and procedures, developing recommendation and implementation roadmap to comply with ITIL framework.
• Documenting Configuration Management System (CMS) and Configuration Management Databases (CMDB) to plan installation of suitable tools and procedures.
• Develop methodology to combine Project Management and ITIL/ITSM best practices to apply to Service Level Management, Change Management, Configuration Management and Continual Service Improvement processes and procedures.
• Develop and Implement Service Catalog for IT Service Providers as part of the Service Level Management Process and Service Relationship Management practice.
• Expertise in application development using Java, J2EE, JSP, Servlets, Struts, spring.
• Experience in Fixing CSS Cross Browsing Compatibility issue and web application scaling.
• Extensive experience on implementing the AJAX features using JavaScript and jquery.
• Experience with Firebug for Mozilla, Developer Toolbar for Chrome and IE Developer Toolbar for Internet Explorer for testing applications.

TECHNICAL SKILLS

IT Software: ServiceNow, BMC CMDB, BMC Atrium Discovery and Dependency Mapping (ADDM),BMC Remedy ARS, BMC Atrium Integrator, BMC Proactive Net and BMC Portal, BMC Event & Impact Manager, BMC Remedy Mid-Tier, Apache Tomcat (5.5,6.0), IIS 6.x,7.x, BMC Analytics 7.6.05, AirWatch, SAP BOXI R 3.1 SP5, BMC Dashboards, ServiceWatch.

ITSM/ITIL Modules: Configuration & Asset Management, Incident Management, Change Management, Problem Management, Service catalog, SRM (Service Request Management), Knowledge, License Management.

Data Base: Oracle 9i, 10g, 11g, SQL Server . Oracle, SQL Server - Programming, Scripts & Stored Procedures, MY SQL, Access.

Reporting Tools: Crystal Reports, SQL Server Reporting Services and Data Reports, Business Intelligence and Reporting Tool (BIRT)

Languages: C, Html, Css3, JavaScript, JQuery, Angular.Js, HTTP.

Operating Systems: Unix, Windows NT/98, Windows XP/7/8.

PROFESSIONAL EXPERIENCE

Confidential, Brentwood, TN

Sr. Servicenow Developer/ Administrator

Responsibilities:

• Development of Service Catalog which includes creating new catalog items, designing workflows and execution plans.
• Created UI Pages, Macros for CMS using Angular JS, HTML and CSS.
• Created functional and technical specifications documents for various Servicenow modules.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Servicenow. Implemented Single Sign On (SSO) using SAML 2.0.
• Experience in user provisioning using Servicenow Orchestration in Microsoft Active Directory.
• Provisioned the Amazon EC2 services using Servicenow Orchestration.
• Worked on change management module by enhancing the tool to the stakeholders.
• Created SOAP and REST messages to communicate with - BMC Remedy, Tally and Salesforce.
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.
• Set up Discovery Module to load Configuration Items and Relationships into Service Now.
• Created Event transforming Rules, Event Mapping Rules, Alert rules and Event Assignment Rules.
• Implemented Web Service Interface between Servicenow and Salesforce using JSON Web Services.
• Created inbound Scripted Web Services and script includes methods.
• Implemented the Human Resources Service Management in Servicenow.
• Worked on HR Case Management, HR Tasks, and HR Knowledge and policies articles.
• Customized the Project Portfolio Management (PPM).
• Created inbound Email Actions to create incidents and Service Requests based on incoming emails
• Created Order guides using variables and variable sets.
• Created complex work flows for both standard and nonstandard catalog items.
• Worked on CMS Site by creating both static and dynamic content blocks, pages, navigation menus and themes using CSS, HTML and Jelly.
• Loaded Configuration Items and relationships from excel files into Servicenow using import sets and transform maps. Created suggested relationships for configuration items in CMDB.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Created Asset Modal Categories and Asset Modals to relate Configuration items to Assets.
• Worked on various Asset Management Modules. Created various workflows for retirement of Assets.
• Created various Business Rules, Client Scripts, UI Policies and Data Policies.
• Worked with ACLs to secure data and applications in Servicenow.
• Responsible for migrating code between instances using Update Sets.
• Load Catalog items from third party tools(WAM) into Servicenow and created workflows for catalog request
• Setup E-Mail and SMS Notifications for incident and change management modules based on events.
• Configured multiple Catalog Items Front end web/ GUI components using JavaScript, CSS, and HTML5.
• Modified Orchestration activities and catalog items for Amazon EC2 Cloud Formation and Stack Creation.
• Configured Project Portfolio Management (PPM) Module and integrated with Salesforce to bring opportunities into Servicenow.
• Integrated Service Now with Airwatch for device enrollment, password reset and device wipe functionality
• Configured Data Archiving to improve the search functionality in ServiceNow Platform.
• Created the UI pages to use them in catalog items, Implemented using UI scripts.
• Implemented SLAs, ACLs, Catalog Clint Scripts, Catalog UI Policies as per the requirements
• Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.

Environment: Servicenow Eureka/ Dublin, Air Watch, Windows 11, XML, Oracle 11g, Toad, SQL*Plus, SQL*Loader, UNIX Fire eye, HTML, Java script, CSS, CMDB.

Confidential, New York City, NY

Servicenow Developer/ Administrator

Responsibilities:

• Worked on Orchestration to automate the top and frequently used service requests
• Responsible for analyzing, designing and developing business applications which involved customization, workflow administration, data imports, custom scripting using JavaScript.
• Coordinated Servicenow environment/form back-end customizations. Notified clients and updated documentation.
• 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.
• Responsible for providing analysis of problems and resolutions or fixes for the production issues related to Service Now platform within the Service Level Agreement.
• Involved in Installation, patching, maintaining and supporting the Remedy AR Systems Application.
• Played a major role in AR System upgrade from 6.x to 7.x.
• Successfully configured AR System components email engine, approval server and assignment engine.
• Integrated Incident management and task management modules with external applications using remedy web services.
• Data migration between servers using BMC Remedy Migrator and Atrium Integration engine (AIE).
• Built custom applications and customized help desk module as per the remedy Netcool integration.
• Worked on ITSM Customizations for Incident, Change and Problem Management.
• Made a great deal of custom scripts/UI arrangements additionally with a considerable measure of abnormal state customizations like joining a custom occasion and DOM-infusion with JQuery and Prototype.
• Utilized JDBC and ODBC of Data Sources for setting up the arrangement database inServiceNow.
• Setting up Configuration Management sans preparation characterizing the CI classes and their connections.
• Worked broadly on LDAP reconciliations.
• Great comprehension of Integration with these mixed bags of conventions: SOAP, JDBC, and ODBC.
• Made numerous standard work processes which are being re-utilized and engendered and took care of numerous custom occasions.
• Awesome involvement in the improvement and customization of Service Catalog Items and Workflows.
• Involved in providing production support for Service Catalog, Incident, Problem, Change, Release, Deployment, Task, Knowledge management modules in Service Now platform.
• Support Business departments by coordinating Moves, Additions and Changes with IT Services and Facilities.
• Involved with working in an agile development environment.
• Responsible for Berlin Up gradation in Servicenow and also involved in the analysis of the impact on the existing customization after Berlin up gradation.
• Responsible for mentoring peers and junior curriculum developers in Service now platform.

Environment: Servicenow Eureka/Dublin, Windows 11, XML, Oracle 11g, Toad, SQL*Plus, SQL*Loader, UNIX.

Confidential, Detroit, MI

Servicenow Developer/ Remedy Consultant

Responsibilities:

• Document current business processes, gap analysis, Identify and propose improvements to current processes, conduct workshops to identify foundation data for $14.5m BMC software implementation. Configured Service Catalog and CMDB foundation data. BMC software targeted for delivery includes: ADDM, BNA, BSA, BPPM, Remedy On-Demand ITSM, BMC Orchestrator.
• ServiceNow Discovery to automatically match discovered devices with existing CI's in the ServiceNow CMDB.
• Collaborated with ServiceNow Team to align the functionality and ease of use of the ServiceNow Service Catalog by undergoing a re-design into the workflow, functionality, and overall usability of the Catalog of services.
• ServiceNow administration of the Service Catalog & Service Level Management applications (UI policies, data policies, UI actions, business rules and client scripts).
• Document current processes using MS-Office products, Confidential ServiceNow and identified gaps in current processes.
• Configured foundation data in CMDB, created process templates in ITSM environment
• Responsible for collecting business requirements for the BMC Analytics and ITSM reporting.
• Developed policy on maintaining changes to the ITSM Universe.
• Conducted weekly training sessions and workshops on BMC Analytics and BMC Dashboards applications. Developed a CBT to give report designers basic skills on using SAP's Business Objects. Conducted presentations to end users, including senior management on the use of reporting tool and the development of KPI's.
• Design and build of a data warehouse of ITSM and external data, including CMDB, BPPM, and Genesys data for corporate-wide business intelligence effort.
• Extensively developed ETL jobs using MS SSIS and Oracle's ODI ETL tools.
• Reviewed and corrected installation issues of BMC Analytics and SAP Business Objects .
• Developed and trained administrator on the use of user rights and access levels.
• Provided additional support for data collection, requirement gathering, training, design and development support on BMC ITSM 7.6.04 applications including, Service Desk and Change Management applications.

Environment: BMC Remedy, Servicenow, ITSM 7.x, 8.x and CMDB 7.x, OTRS, BPPM, MS SSIS, Oracle Java, J2EE, Tomcat Web sphere.

Confidential, Denver, CO

Sr. BMC Remedy Developer/ ITSM Consultant

Responsibilities:

• Provided analysis, design and development of Service-Now trouble ticketing and incident management systems to support the company's technical operations.
• Participated in process designing sessions and documented ITIL process flows.
• Working with process owners and business stakeholders to translate business requirements into functional requirements withinServicenow.
• Experience in designing, development and implementation of Servicenow Platform ITSM application.
• In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
• Worked on fixing bugs and doing enhancements for Incident, Problem and Change management and Service Catalog modules.
• Creation of tables withinServicenow.
• Managing data with tables, CMDB import sets Users, Groups and roles.
• Creation of custom reports and designing the dash board.
• Design and implement SLA - Service Level Agreement and the required work flow with Email notifications.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Involved in evaluation of ITSM tools like Kovair and OTRS for selecting tool to be used for internal projects.
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
• Part of core team to implement ITIL V3 at organization level and finding the delta between ITIL v2 & v3.
• Participated in ISO20000 internal & external audits.
• Create schedules, reports and monitor performance of Servicenow.
• Migration of Remedy 7 to Remedy 7.5
• Managed Interfaces with Remedy 7.5
• User Migration from Remedy 6.3 to Remedy 7.5
• Remedy ITSM Process CoE.
• Release Management definition of a new release management processes for around 136 applications that are dependent on CRM, ERP and web application tier services.
• Create and use update sets to move customizations between Servicenow instances.
• Develop custom integration components (SSO, LDAP, etc.) and integrate legacy systems with Servicenow using mid-server, webServices, email and other relevant technologies.
• Experience in the development and ongoing management of the Servicenow cloud environment to align organization with ITIL Best Practices, grow theServiceCatalog across mission support.
• Integrate data feeds with Servicenow (discovery of assets, dependencies, automation, etc.)

Environment: BMC Remedy, Help Desk, Servicenow, ITSM 7.x,8.x and CMDB 7.x, OTRS, Java, Tomcat Web sphere.

Confidential

ITSM Consultant

Responsibilities:

• Performed current assessment of IT environment and implemented ITIL/ITSM framework to deliver best practices and industry standards for service delivery; began project with ITIL/ITSM Service Strategy, Service Design and Service Transition phases creating and documenting end-to-end process flow.
• Implemented multiple ITSM modules: Incident, Change, Service Request, Asset, Configuration, Knowledge, Problem, Release, Capacity, Availability, and Service Level Management
• Installed and configured all Remedy ITSM 7.x applications which includes SRM 2.1 and upgraded to 7.6 applications.
• Integrated SRM with LDAP services for authenticating with remedy people information.
• Participate in discussions with multiple business units to ensure Service Desk CMDB contents and structures are aligned with other corporate processes and best practices. Created forms, Views, Active Links, Filters, escalations and menus (Work Flow Objects).
• Developing and enhancing Remedy ITSM existing workflows.
• Use & Administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLA's, Reporting etc.
• Managing client scripts, UI policies, UI actions and Data policies.
• Defining Service Level Agreements (SLAs), notifications, and reports.
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate
• Written script includes and invoked them in business rules and client scripts
• Imported many CI’s using import set tables
• Created data sources and loaded the ServiceNow tables with different data formats
• Created transform maps both automatic field mapping and scripting
• Also worked on Asset Management and loaded the data into it.

Environment: ITIL/ITSM, Remedy Service Catalog, SLA, UI, ServiceNow, Java, SQL, Oracle.

Confidential

Software Programmer

Responsibilities:

• Involved in analysis, design and development of desktop and web based applications.
• Used Rational Rose for use case diagrams, Active flow diagrams, Class diagrams, Sequence diagrams and Object diagrams in design phase.
• Developed application using spring (IOC/MVC/AOP), Hibernate frameworks.
• Worked on the spring MVC framework by creating custom JSP and custom tag libraries to give a rich UI look & feel for web pages.
• Used Html, CSS, JavaScript and JQuery to develop front end pages.
• Hibernate framework is used in persistence layer for mapping an object-oriented domain model to a relational database (oracle).
• Involved in integrating and business layer with DAO layer using custom frameworks, which internally uses Hibernate.
• Created web services using SOAP for SOA to get data from Mainframes and content manager.
• Involved in the development of SQL, PL/SQL Packages, and Stored Procedures.
• Used XML, XSLT, XPATH to extract data from Web Services output XML
• Extensively used JavaScript, Jquery and AJAX for client-side validation.
• Used ANT scripts to fetch, build, and deploy application to development environment.
• Used Log4j for logging and tracing java code.

Environment: J2EE, JSP, JDBC, Hibernante, Springs, HTML, Java Script, Jquery, CSS, Oracle.

Confidential

Software Programmer (Intern)

Responsibilities:

• Used Struts validation Framework extensively.
• Developed JSP’s using Struts tag libraries.
• Struts Framework, which internally uses the J2EE design patterns, is used for Logging and tracing.
• Responsible for design and architecture of the Project by using MVC Framework.
• Used JSP for presentation layer and sessions as Controller, entity beans as the model to represent the persistent data and interacted with Oracle database as per MVC Architecture.
• Design Implementation of GUI using HTML, JSP, AJAX and CSS.