ServiceNow Consultant

Shital Revandkar, MS, ITIL®, PMP®

***** *** *** ***, *****: 301-***-****

Tampa, FL 33647 *********@*****.***

Executive Summary

ServiceNow consultant with ITIL® V3, PMP®, United States Government Federal Public Trust Security Clearance, openSAP certification and Amgen-HP award winner for outstanding performance in delivery leadership and subject-matter expertise (SME) having extensive experience in IT Service Management

(ITSM). Trained in SAP Business Objects, Big Data and Hadoop Essentials and SAP Netweaver Enterprise Portal as well.

Core Qualifications

United States Government

Federal Security Clearance

Public Trust Security Clearance

ITIL based skills IT Service Management, Service Level Management, Change Management, Service Asset and Configuration Management, Release and Deployment Management, Service Catalog Management, Application Management, Incident Management, Identity management, Problem Management, Knowledge Management, Demand Management

ITSM tools ServiceNow (versions worked on: Aspen, Berlin, Calgary, Dublin, Eureka, Fuji, Geneva, Helsinki, Istanbul, Jakarta, Kingston), IBM ISM, Peregrine, Remedy Helpdesk Software, CA Service Desk Manager

(SDM), Microsoft ticketing system, Serena

SAP Business Objects SAP Business Objects BO 4.0/XI 3.1/XIR2 – Central Management Console, Information Design Tool/Universe Designer. Web Intelligence, SAP Business Objects Analysis, Edition OLAP, SAP BO Explorer. QAAWS, Crystal Reports 2008/XI/10, SAP Business Objects Dashboards 4.0, Xcelsius 2008, SAP BW/Bex Reports, SAP BO Data Services 4.0. Dimensional

Data Modeling

Dimensional Data Modeling, Star Schema Modeling, Snow-Flake Modeling, FACT and Dimensions Tables, Physical and Logical Data. Applications Supported

/ Extensively used,

Protocols used

Laboratory Information Management System (LIMS) Sample Manager 9.2.1, 2002 R1, 2004 R2 & SampleManager 10 from Thermo ScientificTM, InfoMaker 9.0, Laboratory Method Execution Systems (LMES) on VelQuest Electronic Process Management and Compliance System

(ePMC) from SmartLabTM, Consumable Inventory Management System

(CIMS), Change Control Management System (CCMS) TrackWise, Atlassian JIRA Enterprise Edition, Lightweight Directory Access Protocol

(LDAP)

Computer Languages Java, C/C++, SQL, PL/SQL, HQL, PHP, XML, Javascript, JSP, Unix Shell scripting, HTML/DHTML, CSS, UML, Perl, ActionScript 3.0, VGL J2EE JBDC/ODBC, JNDI, JMS, Java Mail & XML Deployment Descriptors (SAX and DOM), XSLT, SAML, PAPI

Web & GUI Environment Java Swing, AJAX(DWR, Script.aculo.us, OpenRico, DOJO, YUI), JSON, JSP, HTML/ DHTML, CSS, JavaScript, Flex, Flash, ExtJS, Adobe Integrated Runtime environment (AIR)

Frameworks Jakarta Struts MVC Framework, Web Services(WSDL), Tiles, Hibernate, iBATIS, Log4J, JUNIT, Spring-Hibernate templates, JSF, HL7 API’s J2EE, Java Beans, JSP, Servlets, EJB 2.0/3.0, Java Mail, JNDI, JPA, JSTL Development Methodologies Agile Development

Databases Oracle 10g/9i/8i, MySql, Microsoft Access, MS SQL Server, Relational DB Technologies

Application/ Web Server Weblogic 10, Apache Tomcat 5.5/6.x, JBoss, Coldfusion 8 Networking TCP/IP, SOAP, REST, RMI, HTTP, LDAP

IDE’s Eclipse, JBuilder, NetBeans, EditPlus 3.01, SAP NWDS, Adobe Flex Builder 3, Adobe Flash CS4 Professional, Adobe Media Encoder CS4 Tools UML, SQL Explorer, TOAD, SQL Developer, SQL Plus, FrontPage, Adobe Dream Weaver CS4, Adobe Photoshop, Adobe Illustrator, InfoMaker 9.0 Build Tool Ant, Maven

Testing Tools JUnit, Manual and Automated Testing, Quick Test Professional (QTP) 9.2, Quality Center (QC) 9.2

Modeling Tools UML, Rational Rose, ArgoUML, MS Visio Version Control Systems JDI, CVS, Rational Clear Case, Visual Source Safe Operation Systems Windows 95/98/NT/2000/XP/Vista/7, Unix, Linux, Mac, MS-DOS Other Software Microsoft SQL Server Management Studio, SQL Server 2008 R2, Visual Studio 2008, SAP Netweaver Enterprise Portal, MATLAB, Opnet, Adobe Photoshop, AutoCAD 2007, Arc GIS, MS-Office

Professional Experience

Lead ServiceNow Engineer (Development and Administration) 02/2018 –08/2018 Centers for Medicare & Medicaid Services (CMS.gov) Telecommute

• Worked for Quality Payment Program on Targeted Review and Hardship applications

• Built catalog items from scratch along with advanced customizations as per the complex requirements gathered during the workshops with the product owner and team

• Involved in daily scrum meetings with key stakeholders, product owner and project team

• Worked on development of Service catalog - catalog items, record producers, requirement fulfillment processes, designing workflows and execution plans.

• Performed advanced customizations including business rules, UI pages, UI macros, UI scripts, script includes, catalog client scripts, workflows, custom tables, variables, variable sets, UI policies, UI actions, Access Control List, etc

• Developed email notifications in response to changes to records and events, making use of email scripts and email templates

• Developed catalog items which involved integration using SOAP Web services, Restful API

• Acted as a single point of contact for troubleshooting and fixing defects or solving complex technical issues

• Highly experienced in update set movement from one instance to other. Expertise in updates sources, merge update sets, retrieve update set, error and collision handling, compare with current version Key Achievements

• Received several client appreciations for outstanding performance

• Completed the tasks/ projects well before the allotted project deadline ServiceNow Engineer (Administration and Development) 12/2015 – 11/2017 Atos Telecommute

• Worked for many clients like Amgen, Xerox, Johnson & Johnson, Boeing, PWC-UK, ABB, Taco Bell, and Calpine during the tenure of this project

• Developed custom applications and modules in ServiceNow

• Worked in a domain separated Managed Service Provider (MSP) environment, carrying on development activities for numerous clients together

• Configured multiple forms for custom application of Learning Management Administration System

• Designed new workflows and modified the existing workflows according to new requirements

• Created new business rules, script includes, catalog client scripts, client scripts and UI policies

• Created buttons and context menus both on form and lists using UI actions

• Created custom tables, fields and configured field level, table level Access Controls over them

• Configured email notification and alerts based on the events to notify users about specific activities in the system

• Created access rules (ACLs), record producers, order guides in ServiceNow

• Implemented, customized and maintained ITIL modules such as Incident Management, Change Management, Problem Management, Knowledge, Service Catalog, CMDB in ServiceNow

• Configured Data Sources, Import Sets, Transform Maps

• Configured and managed Service level agreements (SLA)

• Worked on CMS, ESS and Service Portal

• Built reports, gauges, and home pages

• Followed the SDLC process to develop and deploy the code in development to production environments

• Resolved typical User access and roles issues

• Managed users, groups and roles in ServiceNow

• Performed migration activities using Update Sets

• Integrated Service catalog module with Evanios monitoring tool and fixed the issues

• Created catalogs in ServiceNow which are integrated with cloud technologies like Amazon Web Services (AWS), Azure, Apprenda

• Performed Apprenda cleanup activities

• Performed testing after patches released by ServiceNow Key Achievements

• Worked on several client projects at once

• Received several client appreciations for outstanding performance

• Completed the tasks/ projects well before the allotted project deadline Applications Support Analyst Lead / Integration Engineer Expert / Principal Software Engineer

(United States Government Federal Public Trust Security Clearance) 02/2014 – 09/2015 U.S. Department of Veterans Affairs (VA) Telecommute

• As a part of DCAT4 / NSD Single Tool Roll Out project, migrated various service desk tools like Microsoft ticketing system, Remedy, Serena, CA Service Desk Manager (SDM) 12.6 to a single tool solution - CA SDM 12.7 as a national initiative for VA’s National Service Desk (NSD)

• Responsible for migrating, integrating and aligning data, processes and users by applying ITIL recommended principles and processes to the new single tool system

• Performed configuration management for auto-assignment of tickets using both Location Based Routing (LBR) and Configuration Item Based Routing (CIBR)

• Performed data collection, data scrubbing, analysis, mapping, integration and testing

• Compiled Requirements Traceability Matrix and Master Test Results Summary document for ORR and approval

• Performed audits of the enhancements and implementations of the new system

• Created test scripts and performed user acceptance testing

• Supported the transition to single tool ticketing system for VA IT team members nationwide by conducting trainings and meetings

Key Achievements

• The VA recognized savings in millions by reducing IT costs from migrating multiple ticketing systems into a single tool solution and standardizing operational processes

• Received several client appreciations for outstanding performance

• Completed the project well before the allotted project deadline Delivery Leader and Subject Matter Expert (SME) 11/2009 – 02/2014 Amgen Inc. Thousand Oaks, CA

• Led and managed an ITIL based project supporting various types of applications under Operations Information Systems Center of excellence (COE).

• Led team of fifteen software engineers across geographies

• Supported business strategies by executing business initiatives by directing the team in the right direction. Also provided metrics and reporting of team performance on SLA and OLA adherence.

• Extensively worked on ITSM tools like ServiceNow, IBM ISM, Peregrine.

• Carried out development and administration activities in ServiceNow

• Implemented, customized and maintained ITIL modules such as Incident Management, Change Management, Problem Management, Knowledge, Service Catalog, CMDB in ServiceNow

• Extensively experienced working on MS SQL Server, Relational DB Technologies, Microsoft SQL Server Management Studio, SQL Server 2008 R2 and Visual Studio 2008

• Extensively worked on Service Level Management, Change Management, Service Asset and Configuration Management, Release and Deployment Management, Application Management, Incident Management, Identity management and Problem Management

• Extensively worked on SAP Business Objects

• Made use of Lightweight Directory Access Protocol (LDAP) for all applications for user authentication

• Used Atlassian JIRA Enterprise Edition for Supplemental work packages

• Application support provided for applications like: o Laboratory Information Management System (LIMS) Sample Manager 9.2.1, 2002 R1, 2004 R2

& SampleManager 10 from Thermo ScientificTM and used VGL coding and InfoMaker 9.0 for troubleshooting the code.

o Laboratory Method Execution Systems (LMES) on VelQuest Electronic Process Management and Compliance System (ePMC) from SmartLabTM

o Consumable Inventory Management System (CIMS)

o Change Control Management System (CCMS) TrackWise

• Performed IQ and OQ for validated systems like LIMS following SOP and GDP

• Experienced working in GMP/FDA regulated environment

• Supported applications hosted on Citrix

• Experienced working with highly technical end user communities comprising of Scientists

• Successfully completed major releases, maintenances and set up monitoring using Spectrum Key Achievements

• Reduced number of incidents by 40% under my leadership

• Achieved 99.95% to 100% Service-level agreement (SLA) and adhered to Operational-level agreement

(OLA)

• Received several client appreciations including Amgen-HP award for outstanding performance and lasting contribution

Delivery Module Leader and Java Developer 08/2009 - 10/2009 Wells Fargo Bank San Francisco, CA

• Closely worked with Functional Architect and led a Java/ J2EE based project with a team of three software engineers across geographies

• Developed Online Enrollment (OE) and Service Center Online Enrollment (SC-OE) applications for Health Benefit Services (HBS). Worked on Agile software development methodology using J2EE, Struts 1.3.10 and Tiles framework involving Struts, JSP, DHTML, CSS and JavaScript

• Extensively used Eclipse 3.4.1 for development of applications. Additionally, made use of Single Sign On functionality, Struts Validation Framework, JavaScript for screen validations, Apache HttpComponents HttpClient 4.0 libraries for implementing Hypertext Transfer Protocol over Secure Socket Layer (HTTPS), BEA Weblogic application server using ANT scripts

• Performed smoke testing, unit testing and regression testing Key Achievements

• Completed the project well before the allotted project deadline

• Received several client appreciations

Software Engineer 01/2008 - 07/2009

SamePage Information Solutions Sunnyvale, CA

• Developed a new Corporate Recruitment System using J2EE and JUnit to reduce communication gap between job providers and job seekers in order to expedite the recruitment process for the growing and demanding job market

• Designed modules using UML standard in Rational Rose, implemented auto completion of forms and user-validation functionalities using AJAX (DWR), data access layer using Struts and Hibernate. Additionally, made use of design patterns like MVC, Factory, Facade; Web service clients using WSDL, SOAP; java script; ANT scripts; Adobe Illustrator, Adobe Photoshop; user interfaces with Flash and Flex; Log4j; Junit. Tested the project using testing tools like QC and QTP Software Engineer 01/2008 - 05/2008

California State University Fresno, CA

• Developed an automated system for ordering food products to reduce turnaround time of customer's orders Using Java/ J2EE

• Used Struts Framework that leverages classical Model View Layer (MVC) architecture and WSAD for writing code for JSP, Servlets, and Struts. Used design patterns like MVC, Business Delegate, Session Facade, Service Locator, Data Access Object, Singleton and Factory. Additionally, made use of JUnit test cases, CVS, XML Web Services using SOAP for payments, XML parser APIs (SAX), JDBC Project Leader 08/2004 - 03/2005

Mazagon Dock Limited Mumbai, India

• Signal denoising using wavelet transform for speech and image processing

• Removed noise without losing the signal or data of interest

• Implemented denoising algorithm for selection of suitable wavelet for given input data

• Implemented denoising procedure involving decomposition, thresholding and reconstruction Key Achievements

• Increased system portability

• Decreased cost of manufacturing

Education

Master of Science: California State University – Industrial Technology 2009 Fresno, CA USA

• Core courses in Management of Technologies, Six Sigma

• Electives in Electrical Engineering

Bachelor in Engineering: University of Mumbai – Electronics & Telecommunication Engineering 2006 Mumbai, India

Diploma: Maharashtra State Board of Technical Education – Electronics & Video Engineering 2002 Mumbai, India

Certifications

• PMP® certified (license # 1653686)

• Achieved ITIL V3 certification with 100% score (Registration # 4503188.1088779)

• Big Data and Hadoop Essentials from Udemy

• openSAP Certifications:

o An Introduction to SAP HANA and SAP HANA Cloud Platform o Introduction to Software Development on SAP HANA and Next Steps in SAP HANA Cloud Platform o SAP Business Suite powered by SAP HANA

o Sustainability and Business Innovation and BI 4 Platform Innovation and Implementation o Rapid Deployment of SAP Solutions

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