Service Management

Ajit Chandragiri

ServiceNow ITSM Specialist/Developer, BMC Remedy ITSM Consultant/Developer

Cell: 907-***-****

Email: ***************@*****.**.**

LinkedIn: https://www.linkedin.com/in/ajit-chandragiri-65700617/

Location: Anchorage, AK

Certifications:

ServiceNow Certified System Administrator (License# 171014853)

ServiceNow Certified Implementation Specialist – IT Service Management (License# 152200166)

Experience summary:

8+ years of IT Service Management experience in Incident Management, Change Management, Problem Management, Knowledge Management, Service Catalog, CMDB, etc.

Experience in Software Development Life Cycle including Design, Development, Analysis, Testing, Implementation and Support.

3+ years in ServiceNow ITSM end-to-end Consulting, Development and Support in Incident Management, Change Management, Problem Management, Knowledge Management, Service Catalog.

Gathering requirements and converting business requirement into technical requirements. Created design docs & implementation plans for ServiceNow enhancements.

Design and engineer solutions leveraging all appropriate components offered by Service-Now to answer the needs for business workflows, ticketing or other ITSM requirements.

Post roll out production support. Experience of handling Bug Fixes and Enhancement requests.

Leveraging knowledge and experience to deliver end-to-end methodologies within Service Now, which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating effort of administrators.

Managing ACLs, Ajax scripts, Client Scripts, UI policies, UI actions, UI Context Menu, UI Scripts, Data dictionary, UI Properties, etc.

Managing Business Rules, Data policies, Script Includes, Script Actions, etc

Managing UI Pages, UI Macros, etc

Knowledge in JavaScript and Jelly.

Created Inbound Email Actions to create incidents, approval/reject changes, update comments in task, create Service Requests, etc.

Experience in web service integrations using REST, SOAP, etc.

Exposure to ODBC driver installation and maintenance.

Created Inbound and Outbound web services.

HP uCMDB integration through Direct Web Services.

HP OMI integration done using third-party CLIP integration.

Maintain single sign-on integration using ServiceNow SAML 2.0 plugin.

Created data sources and loaded the Service-Now tables with different data formats.

Created transform maps both automatic field mapping and scripting.

Created scheduled User import through LDAP integration via mid-server.

Established new connection from ServiceNow to Microsoft SCCM application using JDBC connection to SQL Server database.

Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.

Created Data Sources from various external applications, scripts to parse incoming data and transform into Service Now.

Experience in upgrading ServiceNow from Eureka to Helsinki to Jakarta.

Experience with Firebug for Mozilla, Developer Toolbar for Chrome and IE Developer Toolbar for Internet Explorer for testing applications.

Developed reports as per requirements from management.

Documented all implementations and best practices defined within team.

Strong desire to learn IT Operation Management tools like Event Management, Orchestration, Alert Response, Discovery, Service Mapping, etc.

6 years of experience in BMC Remedy ITSM and Action Request System Development and Support.

Strong technical knowledge of AR System Platform and ITSM Products Incident Management, Change Management, Problem Management, Asset Management, SLM, SRM, CMDB, etc

Experience in designing, developing administering ITSM suite of applications, AR System 7.x, Remedy Mid-Tier 7.x, Asset Management, SLM 7.X and Webservices.

Expertise in using Remedy tools and utilities such as BMC Remedy Migrator 7.x, BMC Remedy Import 7.x, BMC Remedy Approval Server, AR Inside, AR Utilities.

Extensive knowledge of creating and using Remedy workflow such as Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, Escalations etc.

Experience in Upgrading Remedy ITSM application from 6.x to 7.x

Experience in Upgrading Remedy ITSM application from 7.x to 8.x

Role: ServiceNow Consultant/Developer

Client: Alyeska Pipeline Service Company

Wipro Techonlogies

Anchorage, AK

Jan 2016 to till date

Responsibilities:

Give end-to-end support to ServiceNow platform of APSC. Implement any customization/changes to ITSM modules including but not limited to Incident, Change, Problem, Knowledge Management, Service Catalog, CMDB etc. using ITIL methodology.

Take requirements from customer and scrutinize them. Check feasibility, suggest best practice methods and alternate approach/solution, do impact/risk analysis.

Implement code, move it to UAT and assist users in testing. Fix bugs and resolve issues raised in UAT testing. Move code to prod.

Make sure ServiceNow platform and mid-server are in latest versions.

Support Single-Sign On (SSO) integration done using SAML 2.0 plugin.

Maintain LDAP integration for User import using mid-server.

Support Microsoft SCCM integration done using SCCM plugin through JDBC connection via mid-server.

SmartView integration within ServiceNow using ODBC driver.

Implemented HP uCMDB integration through Direct Web Services.

Support HP OMI integration done using third-party CLIP integration.

Knowledge on service-oriented architecture (SOA), workflows and web services using XML, SOAP and WSDL.

Automated many small features in service-now like adding user to group/role, updating Duty Officer Phone number, raising request to unblock url in client network, creating service request through email.

Upgraded ServiceNow platform from Eureka to Helsinki.

Upgraded ServiceNow platform from Helsinki to Jakarta.

Manages users, groups and roles.

Support custom applications build in platform like Tracker module (like incident module used for internal ServiceNow bug tracking), Continual Service Improvement module (All users come into this application, suggest new features or changes to existing process. These requests are analyzed and implemented depending on how useful they are and resource bandwidth)

Working on company sponsored H1B visa.

Role: ServiceNow and BMC Remedy ITSM Consultant/Developer

Client: Pitney Bowes, 7-Eleven and Walmart

Wipro Techonlogies

Bengaluru, India

Jan 2013 to Dec 2015

Supported Incident, Change, Problem and SRM 8.x in Pitney Bowes.

Customized and split change approval process into 2. One for normal Change management requests and the other for Service Request Management created Change Requests.

Removed some unwanted stages from Change process for SRM.

Maintained around 120 service requests of which more than 100 were developed using Advanced interface forms.

Created SRM workflows generated change requests for approval and Task for assignment.

Automated many of the tasks using BMC Atrium Orchestrator and Powershell scripts.

Greatly reduced the work load on supports groups by automating routine tasks.

Knowledge on developing workflows in BMC Atrium Orchestrator.

Supported Incident, Change and Problem Management 7.x in 7-Eleven.

Provided simplified custom display-only home page from which users could create new incidents and look at all their incidents.

Developed custom create incident page which had around 4-5 fields. Users would fill up these fields and submit which would create an incident in the background.

Greatly reduced License cost as a result of above approach.

Implemented multi-tenant environment having different foundation data for different departments in 7-Eleven.

Segregated incidents based on different departments showing users incidents to which they had access.

Created reports according to management requests.

Supported Service Desk 7.x in Walmart customizing the incident module.

Added a few custom fields and integrated the module with third party application.

Used the Row-based permission concept to allow Vendor Group to access and work on incidents.

Developed emails to be sent to vendor group upon assignment.

Placed the SLA on hold while the incident was assigned to Vendor Group.

Provide operational support and maintenance of BMC Remedy ITSM applications including but not limited to Incident and Problem Management, Change Management, Service Level Agreements, Service Request Management (SRM), etc.

Knowledge of BMC Remedy Foundation Data

Maintained User accounts, Groups, Roles and Licenses

Configuration of foundation data like location, support groups.

Responsible for configuration of Operational categorization and product categorization.

Responsible for configuration of change management approvals in all three phases of review, business and Implementation.

Experience performing regular maintenance duties to Remedy applications environment

Experience troubleshooting Remedy application issues

Design, Development and Coding of AR system components.

Testing - Unit testing, Data Integration testing & User Acceptance testing of the Application.

Fixing defects occurring during test cycles.

Extensive knowledge on AR system components such as Form, Fields, Active links, Filters, Escalation, Active link guides, Filter guides.

Knowledge on phasing of AR system.

Knowledge on web-service calls using Filter.

Knowledge on debugging of issues occurring in AR system.

Role: BMC Remedy ITSM Consultant/Developer

Client: Internal

Logica Private Limited

Bengaluru, India

Dec 2011 to Jan 2013

Provide operational support and maintenance of BMC Remedy ITSM applications including but not limited to Incident and Problem Management, Change Management, Service Level Agreements, Service Request Management (SRM), etc.

Experience with Remedy mid-tier configuration

Knowledge of BMC Remedy Foundation Data

Maintained User accounts, Groups, Roles and Licenses

Responsible for application and data administration of BMC Remedy Action Request System

Configuration of foundation data like location, support groups.

Designing the template for the configuration of foundation elements including the product and operational categorizations.

Working with the various team for getting the foundation related data.

Responsible for configuration of Operational categorization and product categorization.

Responsible for configuration of change management approvals in all three phases of review, business and Implementation.

Experience performing regular maintenance duties to Remedy applications environment

Experience troubleshooting Remedy application issues

Role: BMC Remedy AR System Developer

Client: AT&T

IBM India Private Limited

Bengaluru, India

Jan 2010 to Dec 2011

Develop and maintain custom Remedy application built on Action Request System.

Requirements understanding and analysis.

Design, Development and Coding of AR system components.

Testing - Unit testing, Data Integration testing & User Acceptance testing of the Application.

Fixing defects occurring during test cycles.

Extensive knowledge on AR system components such as Form, Fields, Active links, Filters, Escalation, Active link guides, Filter guides.

Knowledge on phasing of AR system.

Knowledge on web-service calls using Filter.

Exposure to installation of AR system server on Microsoft SQL Server on windows machine.

Exposure to installation of AR system web-server on windows machine.

Exposure to Remedy Email engine installation and mailbox configuration.

Used existing unix scripts hosted on Unix database server.

Knowledge on debugging of issues occurring in AR system.

Exposure to AR Inside.

Upgrading AR System from 6.3 to 7.6

Maintained user accounts, role creation and addition, group creation.

Tracking licenses.

Integration of third party web application with remedy through inbuilt remedy web services. Used CREATE, SET and GET operations for automation of ticket in remedy. Web based application has invoked remedy web services for creating and updating of remedy tickets.

Education:

Bachelor of Engineering in Electrical and Electronics, 2009

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