SUMMARY

• A Servicenow Certified Implementation Specialist with 8+ years of work experience in the IT industry providing ITIL and IT Service Management Solutions in IT Infrastructure with expertise in the ITSM suite (Servicenow, HP Suite of Products).
• Functioning as a Servicenow SME and Technology Lead for the past 3.5 years handling Technical Design Analysis, Impact Analysis, Maintenance and Support Activities, and Migrations.
• Developed solutions using JavaScript, Ajax, Web Services, SOAP and other web technologies to integrate Servicenow with internal/ external systems and tools.
• Design and develop ready - to-use standardized solutions and offerings.
• Develop and present Servicenow training material for classroom and web-based training across the organization.
• Leverage knowledge and experience to deliver end-to-end solutions for clients, which include architecting technical implementations of IT and business processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating the efforts of one or more teams.
• Provide on-going technical assistance and software configuration/ customization to include screen tailoring, workflow administration, report set-up, dashboards, data imports, LDAP integration, custom scripting and third party integrations.
• Design and build a COE portal for knowledge sharing and collaboration between teams.
• Moderate and maintain an internal forum for Servicenow queries and discussions.
• Experienced in all phases of SDLC including Analysis, Design, Coding and Testing
• Working experience with relational databases like Oracle, MS SQL Server, MySQL.
• Working knowledge of Agile Scrum, Waterfall, Iterative and Spiral methodologies.
• Member of the team presentation at K14 Conference.
• Experience in diagnosing performance degradation.
• Experience in implementing, monitoring, analyzing, and supporting service management processes and tools with good experience in the IBM Netcool and HP suite of products with specialization in event co-relation and notification software.

TECHNICAL SKILLS

Programming Languages: C, Perl, C#

Technologies: JavaScript, Web Services, SOAP, XML, Jelly, Ajax

DBMS: SQL Server, Oracle, My SQL

Operating Systems: Windows family, Solaris, Red Hat Linux

Tools: Servicenow Releases -

PROFESSIONAL EXPERIENCE

Confidential, Baltimore, MD

Lead Service now Solution Architect

Responsibilities:

• Provide technical support during all phases of project delivery: development of project estimates, solution design review, documentation creation and review, peer code reviews.
• Maintain and administer internal instances.
• Drive the requirements sessions by demo of the tool features for audience benefit and effective outcome
• Design the effective and reusable technical solutions.
• Work with Service now on the encryption features and possible workarounds for the product limitations.
• Train the client team on the tool as part of the co-development practice
• Major part of the Defect management process along with the BAs and the Testers.
• Integration of Service now with Omnibus, User Base system using the web services.
• Lead and provide guidance to the offshore team on the best practices and the key design features.

Environment:

• Platform: Windows, Service now(SaaS) - Eureka Release
• Tools: Service now, Netcool Omnibus, CIAM
• Coding Skills: Java Script, Ajax,Jelly,XML,WebServices,SOAP, Encryption

Confidential

Technical Lead

Key Responsibilities:

• Hold primary responsibility of leading and mentoring an offshore team of Service now developers, providing the required technical guidance for the development of Catalog Services.
• Developed the new Service now utilities based on the business requirements using JSON scripts, AJAX Library and Script Includes. These utilities laid the technical foundation for the team to leverage for development tasks.
• Part of the technical discussions with BAs and business users to help capture the required information as part of the defined service catalog templates. Additionally document the technical design specifications.
• Cross-train immediate peers to ensure effective knowledge transfer and efficient team work.
• Research system and scripts to determine causes of failure or degraded operational performance; identify system deficiencies and recommend solutions in order to improve functionality and optimize performance.
• Test and design workflows for the Request for Service Module; Review, perform gap analysis and switch over current delivery plans to workflows, wherever possible.
• SOAP Messages, Scripted Web Services and the data loads using the transform maps including the major integrations with 3rd party tools.
• Defined best practices and standards for coding, migration, and schedules.
• Involved in the L2 production support in addition to the developer role in SRM.
• Support the release cycles including the packaging and migration of the update sets.
• An integral member of the defect management process for the efficient and defect free release cycles.
• Worked on the migration of the pre-Aspen releases to Aspen and Berlin.

Environment:

• Platform: Windows, Service now(SaaS) - June 2011, Aspen and Berlin Release
• Tools: Service now, Client Proprietary Tools and applications
• Coding Skills: Java Script, Ajax,Jelly,XML,WebServices,SOAP

Confidential

Servicenow Technical Consultant

Key Responsibilities:

• Provide the expertise in requirements session as the technical team representative
• Work with the Service now team on the initial setup of the instance
• Development of the requirements for the SNOW modules including Service Catalog, Configuration Management, User Administration and Notification.
• Work on the defect management along with the Business team
• Key contribution on the architecture for the 3rd party integrations, MID Server installation and Service now VPN communication to client VPN network.
• Performance analysis to enhance the tool response for a better user experience.
• System Properties - My Company, UI, CSS, System, Email, Approval, LDAP, Application, Localization, Security, Users, and Groups.
• LDAP, Initial Data Loads, Import Sets, automated integrations and address exceptions.
• Establish and interact with key process applications including Knowledge Base and Service Catalog; use Service Catalog to create items and record producers, variables and workflows.
• Enable new SLA engine for the Service Catalog
• Develop scripts, forms, notifications and approval workflows for incident management and change management.
• Enable contextual security and create custom ACLs to lock-down permissions.
• Work with key stakeholders and document requirements. Design solutions based on best practices and standards.

Environment:

• Platform: Windows, Service now(SaaS) - June 2011 Release
• Tools: Service now (thru VPN), Client Proprietary Tools
• Coding Skills: Java Script, Ajax,Jelly,XML,WebServices,SOAP

Confidential

Servicenow Technical Lead

Key Responsibilities:

• Participate in the full SDLC: Requirements Gathering, Analysis, design, coding, testing, training and operational support.
• Implement the Incident Management, Problem Management, Knowledge Management, User Administration, Configuration and Asset Management along with Reporting module.
• Software configuration/ customization including UI customization, workflow administration, data imports, custom scripting, third-party software integrations, implementing new functionality, homepage customization.
• Development of requirement integration components (SSO, LDAP, SOAP).
• User Interface - Configure and maintain Forms, Lists, Views, UI Policy, UI Scripts, UI Actions, View Rules, Welcome Page Content, Map Pages and other UI elements for Servicenow modules.
• System Properties - My Company, UI, CSS, System, Email, Approval, LDAP, Application, Localization, Security, Users, and Groups.
• LDAP, Initial Data Loads, Import Sets, automated integrations and address exceptions.
• Reports, Service Level Agreement, Notifications, and Alerts.
• Manage system configurations, gather and document user and process requirements, develop workflow customizations, and support quality assurance teams.
• Perform core configuration tasks.
• Establish and interact with the configuration management database (CMDB), and manage data with import sets, update sets and transform maps.
• Implement security scheme and controls by using contextual security, control systems and data security.
• Document business requirements/ process and build solutions.
• Adhere to established testing, change management and communication guidelines.
• Onsite Lead for a medium team of 12 offshore developers working on different modules.

Environment:

• Platform: Unix, Service now Instance(In House) - Fall 2010 and Winter 2011 Release
• Tools: Service now, HP Asset Center, Client Proprietary Tools
• Coding Skills: Java Script, Ajax,WebServices,SOAP

Confidential

Technical Analyst

Key Responsibilities:

• Requirement Gathering, Data collection, Effort estimation, and Design Documentation
• Configuration of Incident Management, Problem Management, Change Management( in sync with Release Control) modules in HP Service Manager
• Implement the application and system monitoring using SiteScope and Operations Manager
• Configuring the dashboards, metrics and the operations view on HP BSM.
• Assessment of the client infrastructure for the implemented HP tools and process. Provided the assessment report with suggestions leading to a productive client implementation.
• Migration of the HP Service Center6.x to HP Service Manager7.x
• Technical documentation and user training of implemented solution.
• Developed training materials and led training sessions for organization awareness workshops.

Environment:

• Platform: Windows and Linux
• Tools: HPSM 7.x,HPSM 9.x, HP BAC 8.x, HPOM, HPRC 9.x,HP BSM,HP SiteScope
• Coding Skills: RAD script, HPSM customizations and HPOM rules

Confidential

L1 Support

Key Responsibilities:

• Worked as onsite SPOC for Netcool/ Omnibus and AlarmPoint. Set up critical automation and triggers, for critical network event management and correlation, developing scripts, setting cron jobs, logging, and event notification build-up with working knowledge of IMPACT 3.1 and notification software like AlarmPoint 6.0.
• Developed a reporting utility with user interface for the client.
• Created customized monitoring scripts for real-time monitoring of web services using Netcool/WSH based on customer requirements.
• Having Excellent working knowledge related to Administration, Migration, Design, Development and troubleshooting of IBM Netcool Impact and Invoq Systems AlarmPoint.
• Integrated IBM Netcool Omnibus with event co-relation and notification software.
• Responsible for Maintaining, upgrading and supporting client home grown tools (developed on Perl, and shell scripts) for Email Notifications and automatic ticket generation.

Environment:

• Platform: Windows and Solaris (along with UNIX)
• Tools: Netcool Omnibus, AlarmPoint, Impact, RAD
• Coding Skills: Shell Script, Unix Commands