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Service Management

Location:
Los Angeles, CA
Posted:
March 25, 2018

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Resume:

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.



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