Management Service

Sachin Kumar Email: ************@*****.*** Contact: 507-***-****

Professional Summary:

Around Eight Years of extensive IT experience in all the SDLC phases including requirement analysis, design, development, testing and implementation of web centric, object oriented, Intranet/Internet enterprise applications and on IT Infrastructure Library using Java/J2EE and ServiceNow platforms in in Health Care, Financial and Banking related applications.

Experience as a ServiceNow Administrator/ Developer in Designing, Configuring, Administering, Scripting, Customization, Deployment and Integration of the ServiceNow ITSM platform.

Development and production support experience adhering with SDLC processes like Waterfall, Agile, and Test Driven Development.

Hands on experience in designing and managing ServiceNow tools like incident management,

Problem management, service request management, asset management, knowledge management, mobility management, content management, security management, customizing workflow configurations and Reporting

Enthusiastic in analyzing, understanding and implementing business processes, and ability to adhere to stringent Quality Procedures.

Worked on Berlin, Calgary, Dublin, Eureka and Fuji versions of ServiceNow. Experienced working in ITIL, ITSM V3 processes, Business Rules, Client Scripts, Workflows, Web services, Web Protocols, and Service Catalogs in ServiceNow.

Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks.

Leveraging knowledge and experience to deliver end-to-end methodologies within ServiceNow, 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.

Strong understanding of ITIL/ITSM V3 processes.

Worked in Installation and Configuration of different modules of ServiceNow.

Experience in Implementation of Workflow, Incident Management, Problem Management, Procurement, Change Management and Service Catalog on various business applications.

Excellent experience in both inbound and outbound webservices (SOAP and REST).

Very good experience in Creating Workflows (Schedule Workflow), Applying Business Rules and UI (Themes,StyleSheets, Layouts, Frames, Configuration Page).

Experience installing, configuration and administration of CMDB.

Experience in manipulating, loading and maintaining data between ServiceNow and other systems.

Experience in web development (UI) using Java, JSP, HTML 5, CSS 3, JSON, Angular JS and JQuery.

Open Source JavaScript Library: JQuery (Core, Selectors, Attributes, Ajax, Utilities, Internals) and AngularJS (Tables, Forms, Input Validation).

Expertise writing SQL Queries in the scripts to query the database.

Worked on End to End implementation of CMDB module using Discovery tool in ServiceNow.

Good understanding of Integration with protocols like LDAP and SSO

Self-motivated, good reasoning, decision-making capability and consistently demonstrated leadership skills.

Proven Team player with strong presentation, analytical and interpersonal skills.

Excellent written and verbal communications skills.

EDUCATION:

Bachelor’s in Computer Science and Information Technology

JNTUH

ADDITIONAL INFORMATION

TECHNICAL SKILLS:

ITSM Tools: ServiceNow, Service Desk Service Request Management 2.1/2.2/7.6, Change Management 7.6.4/6.x/5.x/4.x, Remedy Asset Management 7.6.4/6.x/5.x/4.x, Service Level Agreement 7.x

Web Technologies: XML, HTML, Java, Javascript, Excel VBA, PowerPoint VBA

Database Tools: Oracle 9i/10g/11g, SQL Server-2000/2005, Sybase.

Operating Systems: Windows, UNIX, Linux

Tools: SQL, Business Objects, MS Office, MS Visio WINSQL, WINSCP

SNOW Versions: Dublin, Eureka, Fuji, Geneva

WORK EXPERIENCE

Capital One ServiceNow Developer/Administrator

Richmond, VA May 2015 to Present

Capital One is an American multinational banking and financial services holding company. Capital One is a diversified bank that offers a broad array of financial products and services to consumers, small businesses and commercial clients. A Fortune 500 company, Capital One has one of the most widely recognized brands in America. As one of the nation’s top 10 largest banks based on deposits, Capital One serves banking customers through branch locations primarily in New York, New Jersey, Texas, Louisiana, Maryland, Virginia, and the District of Columbia.

Responsibilities:

Implemented 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.

Involved in gathering the Business Requirements and Interacted with the Helpdesk users and CRM usersto understand the existing functionality, current state processes, tools to get a better view of the Business Processes and functionality to develop and configure the ServiceNow Platform.

Configuring, Customizing, Integrating with External Services, Administration of ServiceNow processes (User management/Group management), Functions, Service Catalog and Workflow

Gathered requirements from users for attributes needed to develop Service Catalog items.

Identifies and Recommends the ITIL v3 methodologies to deliver technical methodologies around theServiceNow platform.

Accountable for producing Technical Design Documents that includes application architecture details.

Involving in discussion with other technical areas to meet the business and technical requirements forServiceNow, SMTP Admin, IBM Data power, Web service Owners and DBA to build integration to external and internal systems, currently using SMTP (EMAIL), MID Server and Web Service (Construction, integration testing, and other technical functions related to the White Label tool).

Involved in creating Technical Design Documentation for Migration from existing technologies to ServiceNow.

Worked on various modules of ServiceNow like Incident management, Change management, Problem management, Service Catalog, User Administration, Reporting and Discovery.

Worked on CMDB and Asset management. Performed Data migration to import data from other applicationsand external databases.

Created Web services based on requirement to receive incident and problem tickets from external systems.

Wrote Classifiers and identifiers to direct the discovery tool to gather the information of the configurationitems without errors.

Enhanced the existing LDAP integration and modified business rules.

Wrote business rules to avoid empty configuration items to be inserted into CMDB after discovery tool runsa scheduled job.

Created Data Sources for various external applications. Used Import sets and Transform maps to importdata into ServiceNow.

Created various front end forms.

Involved in Creation and modification of various Business Rules, Script includes, Ajax Query, Jelly scripts,UI Actions, UI Policies, UI Actions.

Created Update Sets to migrate customizations from one instance to another instance.

Created Email Templates and Email Notifications.

Designed Workflows, along with standard Workflow templates which can be reused.

Supported the team responsible for the implementation and administration of the ServiceNow installation,including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.

Developed reports as per requirements from management.

Documented all implementations and best practices defined within team.

Created various SLA's as per client requirement with the Incident Management applications.

Environment: ServiceNow Eureka/Fuji, Windows10, Oracle 11g, SQL*Plus, JavaScript, UNIX, Java Script, JSON, jQuery, Web services, SOAP, SQL, XML, HTML, AJAX, Shell scripting, Integrations, Cloud services, ITIL, SCRUM.

BlueCross and BlueShield ServiceNow Developer/Administrator

San Francisco, CA Jan’ 14 to Apr’ 15

Blue Shield of California, an independent member of the Blue Shield Association, is a nonprofit health plan dedicated to providing Californians with access to high-quality health care at an affordable price. The Medicare Team Provides support to O65 Medicare Enrollment, Member Maintenance and Billing Systems users. The Claims Team provides support to all Blue Cross Blue Shield members and Blue Cross Blue Shield Authorized Providers to resolve all claims related issues.

Responsibilities:

Provided analysis, design and development of ServiceNow ticketing and incident management systems to support the company's technical operations.

Provided ServiceNow configuration and customization assistance including workflow administration, report setup, data imports, custom scripting and third party software integrations.

Worked on designing, configuring and customizing new applications and modules of ServiceNow like Incident management, Change management, Problem management, Service Catalog, User Administration and Reporting.

Worked on Configuring the IP Addresses to identify the undiscovered CI's and insert them into CMDB.

Designed & implemented engagement management for several ServiceNow applications including Asset, CMDB, Procurement, Incident, Problem, Change, Request, SLA, Knowledge managements.

Developed UI forms, fields, notifications, SLA workflows and JavaScript server/client code

Worked on creating, monitoring, modifying and publishing service catalog workflows with approvals.

Gathered requirements from stakeholders at various phases to leverage ServiceNow within organization on End user self-enablement portal using CMS.

Interface extensively with all areas of the organization including Operations and Development.

Worked in configuring ServiceNow on Windows/UNIX platform with back end as Oracle 10g Database.

Wrote Custom Reports, scripts to integrate with 3rd party software.

Created Update sets to move customizations between different systems.

Worked on customizing the knowledge base.

Created full documentation for Service-Now applications.

Provided training and support to all ServiceNow users.

Environment: ServiceNow, XML, SQL, CMS, HTML, JavaScript, Windows 7, Oracle 10g

Progressive Group ServiceNow Consultant May Field, OH Jan ’12 to Nov ’13

The Progressive Group of Insurance Companies has always lived up to its name by being one step ahead of the insurance industry, and finding new and affordable insurance solutions. We began in 1937 with the first drive-in claims office, became the first to introduce reduced rates for low-risk drivers, and then changed the insurance shopping experience by offering comparison rates on the Web.

Responsibilities:

Responsible for implementing ITIL process including Asset management, Incident management, Problem management, Change management, Knowledge management and Mobility management in ServiceNow

Have worked upon the SSO Integration using Digest token, and customizing the Login process to ServiceNow using SAML 2.0

Responsible for the development of change management using workflows, Business rule and client side customization

Used task based approach to automate approvals and change processes

Have been responsible for development of change Process like Propose Change, Freeze and Standard Maintenance Window by creation of tables, forms, Workflows, Business rules and client scripts

Development/Integration of Web services for B2B communication for Change Management using inbound and outbound actions with script Includes and Sonic for the synchronization between third party and the ServiceNow Change application by processing XML Tags containing the full information of the record.

Performed process design for Incident and Problem management.

Created new Workflows and other Knowledge articles from submit to Approvals

Worked on Web services, Email Notification and other relevant technologies

Performed data loading in CMDB using transform scripts and Import Sets

Environment: ServiceNow (Berlin). JavaScript, Jelly Script, CSS, Windows

Best Buy Corp ServiceNow Consultant

Richfield, MN Aug ’10 to Dec ’12

Best Buy is a leading provider of technology products, services and solutions. The company offers expert service at an unbeatable price more than 1.5 billion times a year to the consumers, small business owners and educators who visit our stores, engage with Geek Squad Agents or use BestBuy.com or the Best Buy app. The company has operations in the U.S. where more than 70 percent of the population lives within 15 minutes of a Best Buy store, as well as in Canada and Mexico, where Best Buy has a physical and online presence.

Responsibilities:

Established Common Language Ownership integration between CMDB and Application Architecture Manager of Configuration Management team reporting to Senior Group Manager for Change, Configuration and Asset Management.

Team responsible for Configuration Management Processes, ServiceNow Tools, and SaaS Technology, including the data quality for the enterprise Configuration Management Database (CMDB)

Improved ServiceNow CMDB Configuration Item automation from 20% to 70%. Dynamic automation of Configuration Items and data federation achieved for following assets: Server, JVM, Database and Network Device data domains.

Worked on creating procurement application and creating various modules like request, orders and receiving.

Integrated asset builds and provision processes with Configuration Item life cycles, including on-boarding CI’s and decommissioning CI’s.

Established formal processes for CI updates, edits, and deletions, in accordance with enterprise support and ITSM processes, Incident, Change and Problem Management

Expanded discovery platform to include custom application fingerprinting and dependency mapping utilizing SCCM on Wintel platform

Integrated Request for Service processes for creation of Configuration Items to ServiceNow CMDB

Delivered multi-year program roadmap for implementing a Configuration Management System (CMS) including the federation of disparate toolsets and platforms including Microsoft, BMC, CA, and Compuware.

Developed vendor development partnership for SaaS ServiceNow platform

Acumen Software Technologies Pvt. Ltd Aug’ 08 – Jul’ 10

Hyderabad, India Informatica Developer

Acumen Software Technologies is a combination of mature workflow, corporate values and Quality Management System. Acumen's services leverage deep domain expertise in the industry, technical expertise in leading technologies and a cost effective solutions delivery model. Right people, Right Technology, Right Infrastructure, Right experience, Synergizing these factors the Company has charted an impressive track record in providing dependable IT solutions, customer satisfaction, innovation, sales and profitability.

Responsibilities:

Involved in logical and physical modeling to Design and develop STAR Schemas using ERWIN, identifying Fact and Dimension Tables.

Worked with different Sources such as Oracle, MS SQL Server and Flat file.

Designed the ETL process in Informatica to extract data into Data Warehouse.

Extensively used several transformations such as Source Qualifier, Router, Joiner, Expression, Aggregator, Lookup (connected & unconnected), Update Strategy, and Sequence generator transformations.

Identified and tracked the slowly changing dimensions, heterogeneous Sources and determined the hierarchies in dimensions.

Used Trillium as a Data Cleansing tool to correct the loaded data at the staging area.

Created reusable transformations and Mapplets and used them in mappings.

Used Informatica Repository Manager to maintain all the data of various applications.

Designed Mappings, Mapplets and resusable Transformations to manage Target Data

Involved in correcting invalid Mappings, testing Informatica Sessions and Functions.

Worked on SQL tools like TOAD to run SQL queries to validate the data.

Written pre-session, post-session and batch execution routines to run Informatica sessions using Informatica Server.

Used Workflow Manager to create and schedule work sessions in order to load data into the Target Database.

Environment: Informatica Power Center 7.1, Oracle 8i, SQL loader, UNIX (Sun Solaris), Windows 2000.

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