Service Management

SANDEEP

*******.***********@*****.***

ServiceNow Certified System Administrator.

PROFESSIONAL SUMMERY:

A Qualified IT Professional with 7+ years of experience including 4 years of experience as a Service-Now suite Developer.

Around 3 years of experience in Java/J2EE Development of web centric, object oriented enterprise applications using Java/J2EE technologies.

Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with Customers and Clients

Direct hands on experience on various IT Services of Service-Now tool like Service Catalog Requests, Asset Management, Configuration Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Reporting, Integration with Web Services.

Good understanding of Helpdesk / Service Desk, Change Management, Asset Management, Change Tasking, Service Level Agreement processes.

Good Knowledge of CMDB and Asset Management Services: Business Services and Configuration Item relationships.

Create, monitor, modify, and publish service catalog workflows with approvals. Maintain Single Sign-On integration

Worked on Various Web Services Integrations using SOAP and REST

Excellent hand-on experience in Client and Server side Scripting

Excellent knowledge in Configuring Email Notifications and Scripting Inbound Email actions

Good understanding of Remedy Mid-tier system, Web Services, Crystal Report.

Customized ITSM, Incident, Problem Management and Change Management modules based on user requirements.

Hands on experience with various Project and Portfolio Management modules using tools like Clarity.

Hands on experience in web development using HTML, JavaScript, CSS, AngularJS and application development using Java/J2EE, JSP.

Experience with complex integrations within the ITSM environment such as ServiceNow-Siebel, ServiceNow-Webservice integration with third-party application HP SM- MS exchange, HP SM -HP SC Auto, HP SM –HP uCMDB and HPSM - HPAM.

Involved in Release management activities like, Creating implementation plans, Migrating update sets, managing release end to end schedule Clones across non prod instances.

A detail oriented self-starter and a team player who has the ability to produce quality work on time in a fast-paced, deadline-driven environment and capable of managing multiple projects simultaneously

TECHNICAL SKILLS:

ITIL

ITSM, ITIL, Service Now, CMS, SCR, SAM, and LDAP.

Programming Languages

C, C++, Java, SQL, PL/SQL.

Java

JDK 1.6, Collections, Multithreading, Networking, Generics, Exception Handling, Files and Streams, JDBC.

Software Methodologies

SDLC, Waterfall, Agile, XP, Scrum.

Databases

Oracle 10g, MySQL.

Database Tools

SQL Client, TOAD, SQL Developer.

Web/Application Servers

IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat.

Certification: ServiceNow Certified System Administrator- 01005177

PROFESSIONAL EXPERIENCE

Wellington Management. Boston MA Nov 2014 – Till Date

ServiceNow Administrator/Developer

Description: Implementing Service Request Management from End-to-End including the integrations with other tools and giving L3 support for the whole Service Catalog Application including resolving the incidents and problem tickets on Service Catalog.

Roles & Responsibilities:

Gathering detailed Business and Technical requirements from customer for development of Service Requests.

Transform functional requirements into detailed technical designs that represent actionable development tasks

Attended review meetings and project meetings, Analyzed Business Requirements and Functional Specifications and performed Service Catalog, Incident, Problem and Service Level Management Implementation.

Extensively Implemented ServiceNow process of implementation for Incident Management, Problem Management, Change Management, Asset Management, Service Request Management (Service-Catalog).

Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.

Configuration and customization of Help Desk and different Modules including: Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions based on user requirements. Defined the functional needs for our ITSM system, ServiceNow, and architected the specific implementation.

Experience on developing Content Management System (CMS) and Jelly Scripting solutions on ServiceNow.

Responsible for creating homepages including basic Reporting. Analyzed various problems and created new solutions and new techniques.

Worked on CMDB and Asset management. Performed Data migration to import data from other Applications and external databases. Implementing ServiceNow Discovery and CMDB and integrating it with Change management.

Created Update sets to move customizations between different systems.

Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps.

Developed solutions using JavaScript, Web Services, SOAP and other web technologies to integrate ServiceNow with internal/ external systems and tools.

Performed System and integration testing with sample/live data with Support Services team.

Budget management for all ITSM, Service desk and QA departments.

Environment: ServiceNow, ITIL, ITSM, HTML, JavaScript, XML, Angular JS, SNMP.

Presbyterian Health Plan Services, Jul 2013 – Oct 2014

Albuquerque, NM

ServiceNow Developer

Description : The project involved design and configuration of Service Level Agreements and Operational Level Agreements in ServiceNow tool for both Internal and External service providers. The responsibility also involved implementing, documenting and Maintaining Service Now environment on a daily basis.

Roles & Responsibilities:

Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.

Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.

Created dynamic UI applications using HTML and Angular JS.

Implemented Demand and Project management and Customized workflows for approvals and associated tasks.

Created dashboards for managers and executives.

Created workflows for routine, comprehensive and outage change requests and added a need field called "not testable" on change task and routed accordingly in the workflow.

Have much experience on the queue management of requests and Incidents and on time resolution of the issues reported.

Implemented SOAP web services integration authentication model and Custom Processors.

This integration lets Service Desk Support Users communicate with the end-users using live chat and remote support from Service Now interface.

Actively involved in daily Scrum meetings, designing, configuring and customizing new applications and modules.

Assisting in troubleshooting patch / release management issues.

Streamlined SaaS type of outages in the workflow, by adding SaaS field in Configuration item.

Enabled infrastructure requests like application access, network directory access, URL access requests, and server reboot in service catalog.

Very good understanding of SDLC process for new development and to log a defect.

Configured Service Level Agreements to define certain levels of service from both internal and external providers.

Environment: ServiceNow, ITIL, ITSM, HTML, JavaScript, AngularJS, Perl, BMC Remedy, PowerShell, SNMP.

CVS Caremark, San Jose, CA. Oct 2011 - Jun 2013

ServiceNow and Remedy Administrator

Roles & Responsibilities:

Provided operational support of existing BMC Remedy Action Request System applications, including development and implementation of minor application customizations.

Implemented accountable for network engineering support the corporate campus, thirteen distribution centers, over a thousand retail stores, multiple remote offices and field users (with routing, switching, load balancing, firewall and VPN remote access technologies).

Extensively involved in creating Remedy Forms and Workflow objects to customize BMC Remedy OOB applications and custom functionality.

Updating the configuration database with the asset details which involved integrating with various 3rd party tools.

Maintained Asset details for the client environment and involved in maintaining software compliance for the assets and taking remedy actions for licensing issues.

Built different kinds of Ambulatory & Hospital Billing reports like Flow sheets Summary, Encounters with Medication list, Procedure orders by provider, Medication orders by provider.

User requirement definitions determine field locations INI # through Data dictionary and record viewer and obtain sign off from user.

Good in Creating and Customizing Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions.

Converting user requirements from rhetoric statements to mathematical expression and build technical specification documents.

Recommend alterations of build process for reliable data. E.g. move some flow sheet data to discrete data element.

Created and managed application reports using Reporting Workbench.

Interacted with BMC and internal teams to help solved critical issues.

Configuration Remedy ITSM, Asset Management, RKM and SLA Management.

Working with Discovery tools like ServiceWatch to discover and Import Configuration items into Remedy CMDB.

Configuration of CMDB, Normalization engine and creation of Re con jobs.

Asset management activities like CI management, catalog management, creation and maintenance of Contracts and Software Licenses.

Map assets into ServiceNow integrating with HP Asset Manager.

Raising Purchase requisitions and working with procurement teams.

Documented all business processes and functionality being provided by the BMC Remedy solution, so that a like solution could be provided by the outsourced information technology service provider chosen by the company.

Environment: HP Service Manager 9.3, HP Asset Manager 9.3, HP Connect-It 9.20, PL SQL, UNIX.

INNOVA INFOTECH, BANGLORE, India Dec 2009 - Sep 2011

Position: Java/J2EE Programmer Analyst

Project: Remote Video Surveillance System

Description : This Solution provides video surveillance and manages Video Services through your mobile phones. Its vision is to provide the necessary scalable and virtualized resources to secure video surveillance by leveraging the power of "Cloud Computing." Users can view live and stored clip through their mobile application. Users can also set motion alerts from handset. System also supports motion detection emails and SMSs.

Roles and Responsibilities :

Involved in preparing the Detailed Design document for the project.

Implemented waterfall model.

Developed Action Forms and Action Classes in Struts framework.

Identified the Action and DynaAction form Classes, based on the Struts framework, to handle the pages.

Created tile definitions, struts-config files and resource bundles using Struts framework.

Developed web pages using JSP, HTML and DHTML.

Developed XSL templates and XSL schemas to generate the view part of MVC architecture

Used Struts framework as controller part and developed business logics in model part.

Involved in the debugging of the applications.

Involved in the development of the presentation tier using JSP, HTML, CSS, XML, XSL, JavaScript and Servlets for login, find Subscriptions modules.

Implemented AJAX and JavaScript for client side validations.

Environment: Java, J2EE, JSP, Spring MVC, Oracle, XML, Maven, Rational Rose, Eclipse, LOG4J, SVN, Weblogic Application Server, Web services, JDBC, JavaScript, AJAX, JUnit, Design patterns.

Client: Convergys India Services Pvt. Ltd. Oct 2008 – Nov 2009

Location: India

Role: Jr. Java/J2EE Developer

Description: This J2EE/SOA application has a volume of 35 million transactions per day with a 200% volume growth over the past 4 years. The application consists of over 30 distinct functional applications utilizing Struts as the MVC framework, Spring for DI and Hibernate integration as DAO. The tools and web services included in this project were Ship, Rating, Tracking, Time In Transit, Delivery Change Request, Paperless Document API, Address Validation, Street Level Address Validation, Freight Ship, Freight Pick Up, Small Package Pick Up and so on. Designed and developed Address Validation Software Development Kit for International Address Validation which includes – European Union, China, Japan, South Korea, India, Australia, Brazil, Argentina, Mexico, Canada and UK. AVSDK is an inline jar consumed by several internal UPS Clients like Campus Shipment, Open Account Engine and others. AVSDK accepts address validation inputs from clients and forwards it to CTM (Corporate Town Master) component. AVSDK analyzes the results from CTM, further carries out validation on the results, filters it and sends back response to requesting clients.

Roles and Responsibilities:

Designed and developed base classes, framework classes and re-usable components.

Extensively involved in requirement analysis, design analysis, bug fixes and documentation.

Agile methodology of software development using practices of short iteration sprints and scrum.

Designed web pages using Java script/ HTML.

Validations for the Client Side were done using JavaScript.

Tested performance for queries &procedures in the database.

Used Rationalsynergy as a version-controlling tool for managing the module developments.

Perform system/Integration testing and Support Client Acceptance testing.

Created a Front-end application using JSPs and Struts MVC for registering a new clients and configured it to connect to database using Hibernate.

Developed and provided support to many components of this application from end-to-end, i.e. Front-end (View) to Web Methods and Database.

Developed JSP pages and developed web application using Struts Action classes and Action Form classes of Struts Frame work.

Configured Struts-config.xml and Web.xml, Struts-specific descriptor.

Environment: J2EE, Java, Struts, Servlets, JSP, JSTL, JDBC, EJB, Oracle 10g/9i, UML, DHTML, XML, CSS, JavaScript, RAD, Websphere 6.1, PVCS, Tomcat app Server7, PL/SQL

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