Service Management
Resume:
PROFESSIONAL EXPERIENCE:
Mobile number: 434-***-****
Email Id:
********@*****.***
. 10 Years of IT experience in Software Design, Development, Analysis,
Testing and Implementation of business applications for Manufacturing,
Financial Banking, Health and Insurance and Utilities verticals.
. Around 3 + 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 and
presently working with Tufts-Health Care.
. End to End Development and Customization of Incident/Problem and
Change management applications per ITIL and Invesco's processes and
policies.
. A ServiceNow Technology Analyst with experience on implementing end-to-
end Service Catalog, Incident Management, Configuration & Asset
Management, Change Management and Release Management with extensive
knowledge on Content Management System.
. Gathering requirements and converting BRD's into technical
requirements. Created design patterns & 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.
. Developing java scripts and configuring workflows to implement
additional features, customizations and enable the process flow.
. Post roll out production support. Experience of handling Bug Fixes and
Enhancement requests
. Experience in configuring the Incident Management, Problem Management,
Change Management, Asset Management, Service Request Management
applications and BMC Atrium CMDB
. Expertise in using Remedy tools and utilities such as BMC Remedy
Migrator 7.x, BMC Remedy Import 7.x, Remedy Flashboards, BMC Remedy
Approval Server, AR Inside, AR Utilities.
. Good Knowledge on installing, configuring and setting up of data
in CMDB.
. 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.
. Extensive knowledge of creating and using Remedy workflow such
as Remedy Forms, Active Links, AL Guides, Filters, Filter Guides,
Escalations etc.
. Data Processing experience in designing and implementing Data Mart
applications using ETL tool Informatica Power Center 9.1/8.6.1 and
Informatica Power Exchange 9.x.
. Adept at understanding business processes / requirements and
implementing them through mappings and transformations.
. Involved in Database design, entity relationship modeling and
dimensional modeling using Star and Snowflake schemas.
. Extensively worked with mappings using different transformations like
Filter, Joiner, Router, Source Qualifier, Expression, Union, Update
Strategy, Unconnected / Connected Lookup, Aggregator and SCD Type-1,
2&3.
. Experience in tuning Mappings and Sessions for better Performance.
. Experience in loading various data sources like Oracle, SQL Server,
ERP's, DB2 and Flat Files into Data marts.
. Skilled professional experience in developing test plans, test cases,
test procedures and execution of application using both Manual,
Automated-testing tools.
. Installation and Configuration of Informatica MDM Hub, Cleanse and
Match Server, Informatica Power Center.
. Creating Landing, Staging and Base Tables and defining Foreign Key
relationships, Lookups in the Hub.
. Developing the Mappings to move the data loaded from Landing to Stage
by using various cleanse functions.
. Working with Hierarchy Manager to develop to Hierarchies as per the
business needs.
. Defining Static and Dynamic Lookups for Displaying the Data on the
Hierarchies.
. Creating IDD application as per the business needs by creating the
subject area and subject area groups.
. Developing Put and Display packages for both Hierarchy Manager and IDD
Application.
. Defining the Match and Merge Rules in the MDM Hub by creating Path
components, Columns and rules.
. Running the Stage Jobs, Load Jobs, Match and Merge Jobs using the
Batch Viewer and Automation Process.
. Extensive experience in Tableau Desktop, Tableau Server and Tableau
Reader in various versions of Tableau 6, Tableau 7 and Tableau 8 and
SQL, PL SQL and Unix shell scripting
. Created Tableau dashboards by using SSAS as the data connection. Used
Custom MDX to created calculated members.
. Experience in generating reports - static, dynamic, drill- through,
drill- down, matrix and sub- reports using SSRS.
. Have been working with various data sources such as Oracle, SQL
Server, ODBC and flat file sources.
. Involved in Requirements gathering/analysis, Design, Development,
Testing and Production rollover of Reporting and Analysis projects
. Involved in Trouble Shooting, Performance tuning of reports and
resolving issues within Tableau Server and Reports
. Experience in Installation, Configuration and administration of
Tableau Server in a multi-server and multi-tier environment
. Expertise in writing SQL Queries, Dynamic-queries, sub-queries and
complex joins for generating Complex Stored Procedures, Triggers, User-
defined Functions, Views and Cursors.
. Developing Functional and Technical Specifications and provide User
Training.
. Tremendous problem solving and troubleshooting skills, leadership
qualities, strong analytical, organizational, multitasking, execution
skills and presentation skills with ability to co-ordinate activities
and interact with end users in a fast paced team environment and
ensure delivery within time frame.
. Magnificent verbal and written Communication; Strong experience
interacting with clients, end-users, requirement gathering,
understanding requirements, analyzing solutions. Ability to work in
tight schedules, mentor and team player with strong aptitude towards
interpersonal communication with ability to work in team and
independently.
TECHNICAL SKILLS:
Specialties ServiceNow, BMC Remedy 7.5, Business Intelligence (BI),
Software Management and SDLC, ETL, Data Collection.
Data Tableau, business objects, Crystal reports XI/2008
Visualization
EIM Tools Informatica MDM 9.x, IDD
Relational MS SQL Server 2005/2008/2012, Oracle 8i/9i/10g/11g, MS Access.
Databases
Languages SQL, PL/SQL, HTML, XML
ETL Informatica 9.1/8.6.1
Operating Systems Windows 2008, Windows 2000/2003 Server, Data center, Windows
NT, Windows 95/98/2000 XP, UNIX, LINUX.
Scheduling Tools AutoSys, Argent, Control-M, and Tidal
EDUCATION
Bachelor of Engineering in Computer &Science Engineering, India.
Certifications:.
. Certified in ServiceNow Admin.
. Certified in ITILv3.
. Certified in Informatica Power Center Designer
PROFESSIONAL EXPERIENCE
Energy Future Holdings Dallas, TX
Nov 2014 - Till date
Role: Senior ServiceNow Developer
Energy Future Holdings Corporation is an electric utility company
headquartered in Energy Plaza in Downtown Dallas, Texas, United States
The EFH portfolio of competitive and regulated energy companies - TXU
Energy, Luminant and Oncor - has a strong legacy of corporate
responsibility.
Our businesses have a history of protecting our environment and serving the
communities where we live and work. Many of EFH corporate responsibility
achievements have been honored with major awards.
Responsibilities:
. Serve a key member of implementation project teams
. Customize and enhance ServiceNow
. Turn business requirements into technical solutions
. Interact with customer business and technical team members in person
and via Google Hangouts, Skype and WebEx.
. Solve technical challenges across multiple complex projects at a time
. Configure and customize all aspects of ServiceNow (Workflow, UI, client
scripts, business rules, etc.)
. Develop integration components (SSO, LDAP, etc.)
. Prepare all client facing and internal technical deliverables
. Establish implementation best practices and service offerings
. Drive continuous improvements to increase delivery efficiency and
quality
. Created reports, workflows and data imports for Incident, Problem,
Service Request, and Change Service Now modules.
. Created and Maintained foundation data - User Accounts, Approvers,
Support Groups.
. Create new service catalog requests and items with variables
. Application UI Configuration.
. Workflow Configuration.
. Development of required client specific reporting.
. Expertise in LDAP and Mid server Integration.
. Interface with ServiceNow technical team.
. Developed UI Appearance for Service Catalog Requests
. Create, monitor, modify, and publish service catalog workflows with
approvals
. Designing, configuring and customizing new applications and modules.
Assisting in troubleshooting patch / release management issues.
. Build reports, gauges, and home pages.
. Create and use update sets to move customizations between systems.
. Search, populate, and customize the knowledge base.
. Writing Business Rules, Client scripts, UI Policies and UI Actions to
customize the instance as per Business needs
. Developed operational requirements documentation and train operational
staff to maintain solution.
. Configuration of Email Notification and Alerts to notify users about
specific activities in the system
. Use business analysis skills to directly interface with customers to
design and build applications that meet business goals and objectives.
Tufts-Health Plan, Water Town, MA
May 2014 - Oct 2014
Role: Senior ServiceNow Developer
Tufts Health Plan is one of the nation's most highly-rated health plans.
The company is distinguished for providing an outstanding member experience
and access to quality care. Tufts Health Plan offers a broad array of
health care coverage options to individuals and employer groups. Through
diverse product offerings, the plan covers members regionally and across
the country. Expresses a core commitment to offering plan member's
innovative tools and resources that engage them in enhancing their health
and well-being, and managing health care costs.
Tufts Health Plan is a leader in advancing public policy discussions on
several issues: prevention and wellness, affordability, and removing
obstacles to accessibility.
Responsibilities:
. Implemented, documented and maintained the Service-Now platform to meet
specific business needs to support ITIL and business processes.
. Created reports, workflows, data imports for Incident, Problem, Service
Request, and Change Service Now modules
. Responsible for gathering requirements and customizing for CTI
integration for organization from the scratch.
. Created and Maintained foundation data - User Accounts, Approvers,
Support Groups.
. Create new service catalog requests and items with variables
. Application UI Configuration.
. Workflow Configuration.
. Development of required client specific reporting.
. Expertise in LDAP and Mid server Integration.
. Interface with ServiceNow technical team.
. Developed UI Appearance for Service Catalog Requests
. Create, monitor, modify, and publish service catalog workflows with
approvals
. Designing, configuring and customizing new applications and modules.
Assisting in troubleshooting patch / release management issues.
. Build reports, gauges, and home pages.
. Create and use update sets to move customizations between systems.
. Search, populate, and customize the knowledge base.
. Writing Business Rules, Client scripts, UI Policies and UI Actions to
customize the instance as per Business needs
. Developed operational requirements documentation and train operational
staff to maintain solution.
. Configuration of Email Notification and Alerts to notify users about
specific activities in the system
. Use business analysis skills to directly interface with customers to
design and build applications that meet business goals and objectives.
CGI Group
May 2012 - Jan 2014
Role: ServiceNow Developer/Remedy Consultant.
CGI was founded by Serge Godin in June 1976 in Chicoutimi, Canada. In 2004
CGI purchased the majority of American Management Systems (AMS), acquiring
the commercial business and all government business not related to national
defense. CGI is one of four primary Recovery Audit Contractors, established
by the Tax Relief and Health Care Act of 2006, responsible for auditing
region B. Since 2009, a subsidiary of CGI Group, CGI Federal, has been
awarded over $1.4 billion in U.S. federal contracts including an over $90
million contract by the United States Department of Health and Human
Services for establishment of what would become the software back-end of
the federal health insurance marketplace website. Approximately a quarter
of its $1.3 billion revenue in the 2012-2013 fiscal years came from the US
Federal Government.
Responsibilities:
. Customized UI Appearance for Problem and Change Management Application
which is simple, intuitive and easy to use,
. Setting up Change Management along with Advanced Risk Assessment
Calculator (on a script include level).
. Configuration of Email Notification and Alerts to notify users about
specific activities in the system such as updates to Change and
Problem requests.
. Utilized Java Scripting in Business Rules, Client scripts, UI Policies
and UI Actions to deliver solutions that automate and audit business
processes. to customize the instance as per Business needs
. Responsible for access control, security, minor enhancements such as
form or workflow editing, and UAT/Regression testing of any
development.
. Created reports, workflows, data imports for Incident, Problem,
Service Request, and Change Service Now modules
. Responsible for gathering requirements and customizing BusinessService
Catalogs for AIG organization from the scratch.
. Created and Maintained foundation data - User Accounts, Approvers,
Support Groups, Sites, Production Categorizations, and Templates
. 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
. Involved in migration of definitions and data using Remedy Migrator,
import, and export tools, from development to QA, QA to Staging,
Staging to production system.
. Troubleshoot and report SRM issues to BMC support.
. Extensively involved in creating Remedy Forms, Active Links, AL
Guides, Filters, Filter Guides, and Escalations for work flow.
. Interacted with BMC and internal teams to help solve critical issues..
. Installing, Configuring CMDB and involved in building Reconciliation
Rules, creating, running Jobs in RE Manager, working with classes and
good knowledge of Common Data Model
. Involve in configuration of ITSM 7.x using the Application
Administration Console for the different modules like Service Desk,
Incident Management, Change Management, Asset Management and SLA
Management.
. Created and maintained documentations such as Functional design
documents, detailed design documents, data flow diagrams, data entity
relationships documents for all the internal projects.
. Performing quality assurance testing and user acceptance testing.
. Responsible for preparing design level, program-level and user-level
documentation.
. 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 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.
Logica Pvt. Ltd
August 2008 - April 2012
Role: Informatica MDM Consultant
Logica was a multinational IT and management consultancy company
headquartered in Reading, United Kingdom and a wholly owned subsidiary of
CGI Group. It had offices in London and a number of major cities across
England, Wales and Scotland, as well as in other countries around the
world. Logica set up operating subsidiaries in the Netherlands, Australia
and Sweden, the United States and elsewhere as well as joint ventures in
Hong Kong with Jardine Matheson, in Italy with Finsiel and in the UK with
British Airways. The Company floated on the London Stock Exchange.
Responsibilities:
. Experienced in installing Informatica MDM(Master data management) hub
on JBoss application server
. Involved in the brain storming sessions for deciding the data model
with Solution and Data Architect
. Gathering the functional and technical requirements for MDM(Master
data management) work stream and stake holders.
. Configured Address Doctor by doing the changes in the Config files on
the hub server
. Created the landing tables, base tables and staging tables as per the
data model
. Defined and developed the ETL process to load the data into the
landing tables during the land process
. Configured the Foreign Key Relationships among the Base Objects and
define the lookups for the staging tables
. Design, document and configure the Informatica MDM(Master data
management) Hub to support loading, matching, merging, and publication
of MDM(Master data management) data.
. Developed mappings using various cleanse and address doctor functions
. Did manual landing, staging and loading process using the batch viewer
. Used Metadata manager to Import and Export of Metadata and Promote
Incremental changes between environments from development to testing
phase
. Worked closely with the Business in gathering the Match rules and
created the Match rule document
. Developed the Match paths, Match Columns and Match rules (Exact and
Fuzzy) in the Match and Merge Process
. Ran the Match and Merge set up and fine tuned the Match rules
. Worked on Hierarchy manager for hierarchical relationships between
design objects using entities and hierarchies
. Worked Security Access Manager (SAM) for creating roles and assigning
users.
. Created and Implemented IDD application to search Dealer by creating
subject area groups, subject areas, subject area child.
. Created MDM stored procedures and batch groups for MDM hub. Involved
in implementation of Real Time SIF (Java) Components.
Environment: Informatica MDM Multi-domain9.1, JBoss, Informatica Power
center/Analyst 9.1, Oracle 11g, SQL Server, Linux, Informatica data
director, AutoSys.
Secova E Services
January 2007 - June 2008
Role: ETL Developer
Client is a very old leading country store and restaurant, which has its
branches throughout the States. Supported golden clients in Human Resource
Information System (HRIS) by sharing the burden of Human Resource
Department which handles Insurance Coverage, Payroll Processing of
Employees of our clients
The project HRBB (Human Resource Burden Bearer) concentrates on the
Insurance Coverage covers the employees. Some of the leading Insurance
Companies in US like Aetna, Cigna, VSP, MetLife are sponsoring medical,
dental, vision and EAP(Employee Assistance Program) insurance Coverage to
the employees of Cracker Barrel. We play a vital role in developing and
maintaining the Data warehouse, which reflects the exact details of the
coverage chosen by them. Our HRBB portraits the picture of Employees
personal details, Dependent details, various insurance coverage opted by
employees, Coverage Start-date, Coverage End-date, Benefit Amount, Premium
per turn, Coverage level, Dependent coverage details which provides our
client with detailed reports.
Responsibilities:
. Responsible for monitoring the entire Power Exchange groups and in
Informatica Power Center.
. Responsible for maintenance of Power exchange Restart tokens in all
Informatica Environments.
. Development of new features and implement Change data capture CDC and
maintenance of code.
. Responsible for End-to End Testing for newly developed features.
. Resolving incidents based on Service Level Agreements(SLA's)
. Distributing the work between offshore team members and tracking the
development progress.
. Doing Data certification and resolving the data mismatches.
. Responsible for moving the repositories to other boxes during database
upgrades.
. Responsible for monitoring all the Informatica regions such as AIT,
UAT and Prod Support and Production.
. Scheduling the newly developed workflows and clearing the disk space
in Informatica server.
. Responsible for New Installations/Upgrades for the Informatica Power
Center and Informatica Power Exchange.
. Responsible for all administration tasks for Informatica Power Center
and Informatica Power Exchange.
Environment: Informatica Power Center 8.6.1, Oracle 10g, UNIX Shell
Scripting, SQL Navigator.
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