Personal Profile
Over the last ** years I have learnt to configure various ITSM applications and apply my scripting skills in this new area for several large organizations and regularly attend User Group meetings to keep up with latest developments and best practice. Currently I am working as a Sr. ServiceNow Solution Architect.
Before this I worked as a BMC Remedy Developer/Administrator.
Employment Details:
Name
Start Date
End Date
Tata Consultancy Services
Sep’08
Till Date
Location: Los Angeles, CA
Educational Qualification and Affiliations:
Bachelors in Electrical and Electronics Engineering
ITIL V3 Certified
ServiceNow certified Administrator
ServiceNow trained Implementation Specialist
BMC Remedy Administrator
PROFESSIONAL WORK EXPERIENCE:
November 2015 – Present
Organization – Tata Consultancy Services
Role: ServiceNow Sr. Architect/ Technical Lea
PROFESSIONAL SUMMARY:
10 years of hands on experience in the IT industry involved in providing ITIL and IT Service Management Solutions in IT Infrastructure with expertise in the ITSM Suite (Service-Now), Extensive experience in ServiceNow development and Implementation.
Extensive experience in Servicenow development and Implementation. Worked on security related tools like Access controls, groups and roles.
Technical understanding across technologies and domains including service management, tools, systems, quality assurance in various programming environments.
Experience on implementing end-to-end Service Catalog, CMDB, Discovery, Password Reset Orchestration, Incident Management, Problem Management, Knowledge Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.
Experience in implementing end to end integrations – LDAP (Using LDAP, LDAPS, MID Server and Microsoft Azure Active Directory), Single Sign On (Using Out of Box and Microsoft Azure), Email Integrations, Web Services Integration – with different ITSM tools like Salesforce/BMC Remedy, Reporting tools – like Tableau.
Developed solutions using JavaScript, WebServices, SOAP and other web technologies to integrate ServiceNow with internal/ external systems and tools.
Developed JavaScripts and configuring workflows to implement additional features, customizations and enable the process flow.
Conceptual and strategically analytical with an ability to understand information system and thoroughly analyze and address business needs.
Gathering requirements and converting BRD’s into technical requirements. Created design patterns & implementation plans for Servicenow enhancements.
Expertise in providing customer support for development, testing and debugging.
Expertise with interaction with Business Analysts, Managers, Developers, Testers and End Users.
Strong experience in Business/Technical document preparation with MS-WORD, MS-Power point, MS-Visio
TECHNICAL SKILL SET:
Scripting
JAVA Script, Shell Script, HTML, DHTML, XML.
Responsibilities:-
Involved in providing the design solution, technical methodologies and processes solution to meet the customer requirements.
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
Involved in providing the design solution, technical methodologies and processes solution to meet the customer requirements. Manage and coordinate activities during the overall ticket life cycle in Incident and Problem Management
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
Performing quality assurance testing and user acceptance testing.
Implemented modules like Service Catalog, CMDB, Discovery, Password Reset Orchestration, Incident Management, Problem Management, Knowledge Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.
Created reports, workflows, data imports for Incident, Problem, Change, Service Request and CMDB
Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations, and Templates
Performed Data migration of CI Attributes for CMDB using import sets.
Responsible for preparing design level, program-level and user-level documentation.
Created Procedure guidelines used in supporting Technology and Application issues.
Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
Configured Service Level Agreements to define certain levels of service from both internal and external providers
Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items, service catalog items.
Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.
Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.
Responsible for maintaining and growing data held within Servicenow such as our users, locations, configuration items, service catalog items.
Development of requirement integration components (SSO, LDAP, SOAP)
Design and Configuration of workflows
Configuration of Email Notification to alert users on Servicenow activities.
Environment: JavaScript, Java, Html, CSS, Glide Script, Service Now, Web Services
December 2012 – October 2015
Organization – Tata Consultancy Services
Role: ServiceNow Technical Architect/Technical Lead
Responsibilities:-
Involved in providing the design solution, technical methodologies and processes solution to meet the customer requirements.
Manage and coordinate activities during the overall ticket life cycle in Incident and Problem Management
Developed new user interface for Help Desk Team.
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
Performing quality assurance testing and user acceptance testing.
Created reports, workflows, data imports for Incident, Problem, Service Request, and Change Servicenow modules
Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations, and Templates
Responsible for preparing design level, program-level and user-level documentation.
Creation of Ordered Guides.
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
Created Procedure guidelines used in supporting Technology and Application issues.
Implemented, documented and maintained the Servicenow platform to meet specific business needs to support ITIL and business processes.
Configured Service Level Agreements to define certain levels of service from both internal and external providers
Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items, service catalog items.
Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.
Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.
Responsible for maintaining and growing data held within Servicenow such as our users, locations, configuration items, service catalog items.
Application UI Configuration
Development of requirement integration components (SSO, LDAP, SOAP)
Converted the Service Catalog into a fully functional website using Content Management module.
Design and Configuration of workflows
Configuration of Email Notification to alert users on Servicenow activities.
Environment: JavaScript, Java, Html, CSS, Glide Script, Service Now, Web Services
August 2011 – November 2012
Organization – Tata Consultancy Services
Role: ServiceNow Developer
Responsibilities:-
Involved in providing the design solution, technical methodologies and processes solution to meet the customer requirements.
Manage and coordinate activities during the overall ticket life cycle in Incident and Problem Management
Developed new user interface for Help Desk Team.
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
Performing quality assurance testing and user acceptance testing.
Created reports, workflows, data imports for Incident, Problem, Service Request, and Change Servicenow modules
Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations, and Templates
Responsible for preparing design level, program-level and user-level documentation.
Creation of Ordered Guides.
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
Created Procedure guidelines used in supporting Technology and Application issues.
Implemented, documented and maintained the Servicenow platform to meet specific business needs to support ITIL and business processes.
Configured Service Level Agreements to define certain levels of service from both internal and external providers
Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items, service catalog items.
Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.
Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.
Responsible for maintaining and growing data held within Servicenow such as our users, locations, configuration items, service catalog items.
Application UI Configuration
Development of requirement integration components (SSO, LDAP, SOAP)
Converted the Service Catalog into a fully functional website using Content Management module.
Design and Configuration of workflows
Configuration of Email Notification to alert users on Servicenow activities.
Environment: JavaScript, Java, Html, CSS, Glide Script, Service Now, Web Services
December 2008 – July 2011
Organization – Tata Consultancy Services
Role: BMC Remedy Developer
Responsibilities:-
• Analyzed and evaluated these requirements within ITIL framework and industry best practices.
• Installed and Configured ARS Remedy 7.5 and 7.6.04 and ITSM Suite 7.5 and 7.6.04
• Involved in upgrading Remedy system from ARS 7.5 to ARS 7.6, ITSM suite from 7.5 to 7.6 and SRM from 2.2 to 7.6.
• Extensively involved in the customization of Remedy Helpdesk Application for the support center department.
• Designed and deployed integration of Work Orders with Asset Management to create products from the software requests.
• Customized SRM according to the client's requirements and Configure with respect to backend applications i.e. Incident and Work Order Management.
• Installation and Configuring CMDB 7.6 and involved in building Creating and Running AIE Exchanges, Jobs, working with classes.
• Involved in the development of Web Services in Remedy to integrate with external systems like ESM, SMART, Web Bar and Emurald.
• Involved in development and support of custom built applications for approximately 500 users also maintaining a technical relationship with BMC Remedy with regards to requesting enhancements, license management, upgrades, Reporting and Bugs.
• Extensively involved in creating Remedy Forms, Active Links, AL Guides, Filters, Filter Guides and Escalations for work flow.
• Deployed all of the developed internal applications on the web using Remedy 7.x mid- tier.
• Created various Crystal Reports such as Monthly reports, SLA Reports, on Demand as well as Scheduled reports.
• Created and maintained documentations such as Functional design documents, detailed design documents, data flow diagrams, data entity relationships documents for all the internal projects.
• Involved in System test, Integration test and Regression test.
• Also involved in generating the emails and escalating to the appropriate managers depending upon the business rules of the applications.
• Involved in the implementation of external processes to read the data from the Oracle tables of legacy systems, process the records and inserts or updates to the Remedy Schemas using View and Vendor forms.