Aditya .N

Email id : adc0jk@r.postjobfree.com

Contact No: 678-***-****

SUMMARY:

An accomplished ServiceNow Developer/AdminandRemedy with 7 years of Technical Experience with expertise in ITSM Applications (5.5/6.x/7.x/8.1).

Integration Analyst responsible for Systems Engineering, Designing, Developing, Testing, and implementing specifications provided by the client.

Experience in, Monitoring tools, Bridge calls, Outage Communication, Business Impact Analysis, IT Service Continuity Management,and SLA Management.

Extensive knowledge of Remedy workflow such as Request Forms, Active Links, Filters, Active Link and Filter Guides and Escalations.

Experienced in all phases of Software Development Life Cycle (SDLC), quality management systems and project life cycle processes.

Experience in designing, developing, customizing & administering ITSM suite of applications.

Experience in configuring / maintaining / customizing ITSM 5.5 / 6.0 /7.x/7.6.x.

Experience in performance tuning of Remedy andServiceNowSetups.

Experience with ServiceNow implementation of PPM (Project PortfolioManagement).

Developed various Email templates as per the User requirements and worked on the Email notifications.

Worked with Record Producers, Order Guides, Work Flows and Orchestration in Service Catalog Management.

Extensive experience in working with User Management including Users, Groups, Roles and Access Control Lists (ACL) .

Experience in developing Crystal reports and converting crystal reportsto Business Intelligence and Reporting Tool (BIRT) reports for web applications.

Experience in upgrading of ITSM suite from 5.5 to 6.0 and 6.0 to 7.x.

Experience in setting up of CMDB 2.x/7.x.

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

Strong analytical and problem solving skills and the ability to interpret and communicate facts and data.

Developed new Service catalog items and fixed bugs in incident, problem and change management.

Line of Business involved - Life Insurance and Property &Casualty (P&C).

Developed Business Rules, Client Scripts, Catalog Client Scripts, UI actions and UI Policies.

Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web services, CSS, HTML5.

Experience in handling tables on CMDB and had a profound knowledge and experience onDISCOVERY.

Remedy Specialty areas using ITIL best practices - Incident/Problem Management, Change Management, Asset Management, and SLA.

Excellent team member with a strong ability to lead and balance multi-project workload.

Good understanding of Remedy Mid-tier system and Web Services.

Good Understanding in gathering Systems Requirements Analysis, Design, Coding, Testing, Implementation and Documentation.

Good communication, analytical, leadership and project management skills.

Experience in Auditing and Archiving of Remedy and ServiceNow applications.

EDUCATION:

Master’s Degreein Computer scienceSilicon Valley University, Computer Technology,CA,USA 2016

Bachelor of Technology in Computer science, Jawaharlal Nehru Technological University Hyderabad.

TECHNICAL SKILLS:

Remedy and ServiceNow Tools

ITSM 8.1/7.6.x/6.x, CMDB 2.x/7.x, Service Level Agreement 7.x, Mid-Tier Remedy, Remedy Migrator 7.x, Remedy Import 7.x, Remedy AR Suite, Remedy Approval Server Service Level Agreement7.x, Knowledge Management and Document Management, Remedy ARS 7.6.x/7.x/6.x.

ITSM Suite,HP Service Manager,HP Asser Manager, ServiceNow, Help Desk 7.5x/7.X/6.x/5.x, Change Management 7.5x/6.x/5.x, Asset Management7.5x/6.x/5.x, SRM 7.x

Operating Systems

UNIX, AIX, Windows NT/98, Windows XP/7/8.

Languages

C, C++, Java, JSP, PL/SQL, XML, HTML.

Web Technologies

HTML, CSS, JavaScript, Ajax, Angular JS

Databases

Oracle, MS SQL Server, MS Access, CMDB.

Reporting Tools

Crystal Reports, SQL Server Reporting Services and Data Reports, Business Intelligence and Reporting Tool (BIRT).

PROFESSIONAL EXPERIENCE:

Western Alliance Bank, Phoenix, AZ Oct 2018 – Present

Role: ServiceNow Consultant.

Western Alliance Bank operates as a bank. The Bank offers checking and saving account, deposits, loans and credit, personal and international banking, treasury management, and card services. Western Alliance Bank serves customers in the United States.

Responsibilities:

•Assist in developing new ServiceNowsolutions, including proof of concepts and mock- ups

•Design and architecture of ITSM applications and custom applications with automation.

•Mange dependencies and integrations among ServiceNow and external platforms such as proof point and other sharing platforms.

•Develop and deliver training programs for other teammates and end users.

•Implementation Knowledge portal for Knowledge

•Integrating TeamViewer, SolarWinds with ServiceNow.

•Designed and implemented custom applications within ServiceNow for multiple departments.

•Designed and implemented custom inventory tracking and transfer application.

•Working with Business stakeholders understanding the functional requirements and designing the architecture of the custom applications within ServiceNow.

•Facilitating rollout of new applications and modules.

•Implementing critical processes within workflows and automation.

•Worked on customizing Incident, Problem and Change management screens using Client Scripts, UI Policies, UI Actions and Business Rules.

•Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.

•UsingService Catalog and Request Workflow Design and Configuration.

•Designing the Content Management System for Varian system which involved layout, CSS and service catalog work.

•Created various workflows for Incident Management, Change Management, Service Requests and SLA's.

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

•Designed many email templatesby using HTML and Jellyscripting and used them in notifications.

•Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.

•Created roles and ACL's to applications created in ServiceNow.

•Working on Helsinki and discovered Service Now upgrades

•Imported Configuration Items (CI) from third party applications using import set tables.

•Created data sources and loaded the ServiceNow tables with different data formats.

•Created transform Maps both automatic field mapping and scripting.

•Worked on the integration of ServiceNow, integrated Service Catalog and Incident module.

•Implemented Database integrations using Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.

Environment: ServiceNow Istanbul /Helsinki, Windows 10, XML, Java script, HTML5, JSON,SOAP,Web services,MS SQL Server,Integration, SCRUM, Jelly, CSS.

Sony, ROCHESTER, NY Aug 2017 – Sep 2018

Role: ServiceNow Developer

Sony Corporation of America manufactures and markets electronic equipments. The Company retails audio, video, communications, and information technology products, including game consoles, digital cameras, televisions, camcorders, personal stereos, reader digital books, memory flash media, and personal computers.

Responsibilities:

•Development of Service catalog which includes creating new catalog items, designing workflows and executionplans.

•Created functional and technical specifications documents for various ServiceNow modules.

•Technical contributor to ServiceNow systems which includes threeinstances (Development, Test, andProduction).

•Major responsibilities include coordinating, managing and performing technical activities for ServiceNow modules&applications.

•Worked on Configuration and maintenance of Business Rules (Basic and Advanced), Client Scripts and UI Policies in ServiceNow.

•Upgrading instance from Helsinki toJakarta.

•Creating the UI pages to use them in catalogitems.

•Involved in gathering the requirements from the Business Team and creation of technical, functional specificationdocuments.

•Experience in creating and configuring SLAs as per productrequirements.

•Involved in LDAP integration with ServiceNow for obtaining users andgroups.

•ExperiencewithdevelopmentofServicecatalogs-catalogitems,designingworkflowsand executionplans.

•ExperienceinCloudmanagementandcreatingthemanagedserviceslikeMicrosoftAzure.

•Writing the Catalogclient scripts and UI policies to make Client-sidechanges.

•Created ACL’s to grant access to specified users and managed the assignmentrules.

•DevelopednewworkflowsandchangemanagementpoliciesforReleasemanagementand OperationsAutomation.

•Monitored ITIL Service delivery via process mapping audits and designprocedures.

•SolutionandstandardizedtheITSMprocessinbidmanagementtosatisfythecustomers.

•Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Angular, CSS, andHTML5.

•HandlingDaytodayIM/PMandCMticketsaccordingtothePriority& Businessneeds.

•CoordinatewithPlatformManagementteam,Incidentmanagement&developedSLAs.

•Responsible for developing, evaluating &presenting weekly and monthly Change Management metrics to ExecutiveManagement.

•Worked on performance analytics for Governance Risk and Compliance (GRC) .

•Work with SCRUM Master and Manager of Development on PM and BA training and mentoring.

•Execute SIPOC (Suppliers, Inputs, Process, Outputs and Customers) interviews with NAT staff to identify Current state process flows and challenges Assist with conducting and scheduling QA and UAT testing.

•Experience in Email Integration, LDAP integration, External Web Services Integration (both SOAP based, and REST based) in ServiceNow.

•DevelopedmonthlyChange,CostAnalysis&reportsoftheclientstoExecutiveManagement Team.

Environment: ServiceNow Geneva/Helsinki/Istanbul, Asset Management,Incident Management, Problem Management, Angular JS, HTML5, Java Script, JSON, Angular JS, SOAP, Web services, MS SQL Server, Integration, Azure, CSS, Windows 7/8.

RIDECELL INC., San Francisco, CA July 2016 – Aug 2017 Role: ServiceNow Developer/Admin

Ridecell empowers new mobility operators, including OEMs, car rental companies, auto clubs, cities, transit agencies, dealer groups, and private fleets to launch, expand, and maximize the utilization of their own ridesharing and carsharing services. Headquartered in San Francisco

Responsibilities:

Assisting client implementing the MSP (Managed Service Provider) instance for ServiceNow and Domain separation for ServiceNow Instances.

Working with client and functional requirements within ServiceNow, facilitating rollout of new applications and modules.

Assist in the definition of business requirements and provide definitions and updates of system design documentation.

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.

Implement ServiceNow customization including, but not limited to, Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, and data imports and exports.

ServiceNow application developmentincluding creation and configuration of Service Catalogs, Email Notifications, Data imports, exports and Reports.

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

Designed many email templates by using html and jelly scripting and used them in notifications.

Worked with windows team, network team and Asset team to check for the data collected through discovery is accurate.

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

Worked on end to end implementation of various third-party monitoring tool Integrations, Supported the team with the work flow of the integrations.

Designed and delivered technical methodologies around the ServiceNowplatform.

Gathered requirement from stake holders for attributes needed to developServiceCatalog items.

Worked with clients to assess current state processes and tools, defined ServiceNowrequirements and developed and configured the ServiceNow platform.

Created the performance analytic dashboards, widgets for users to see the appropriate data.

Granted access to the required users and groups to access the dashboards.

Created multiple tab dashboards and widgets with single source.

Worked with automated, manual and formula indicators.

Created various frontend forms, and associated Client Scripts, UI policies, Business rules and Script Includes.

Exporting and Importing tables, workflows, update sets data from one instance to the other.

Created roles, views and user groups pertaining to the use cases. (Fuji and Eureka).

Worked on establishing Links to knowledge based articles on Fuji and Eureka.

Wrote Jelly Scripts for all the notifications, Content Management and also business rules. (Fuji and Eureka).

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

Environment:ServiceNow Fuji/Geneva, HTML5, Java Script, JSON, SOAP, Web services, MS SQL Server, Integration, SCRUM.

CGI, Troy, AL Dec 2015 – Jun 2016

Role:ServiceNow Developer/Admin

CGI Group Inc. (Consultants to Government and Industries), more commonly known as CGI, is a Canadian global information technology (IT) consulting, systems integration, outsourcing, and solutions company headquartered in Montreal, Quebec, Canada. Services provided by CGI includes application services, business consulting, business process services, IT infrastructure services, IT outsourcing services, and systems integration services, among others

Responsibilities:

Indulged in update set tracking and export/import both in FUJI and Eureka versions.

Worked in a team of 4 to integrate ServiceNow with DocuSign and Kenexa.

Workflow management - Created Workflows, Sub flows and Tables both on Fuji and Eureka.

Managed inbound and outbound notifications in Fuji and Eureka.

Managing Email notifications through Tables and Workflows.

Advanced Schedule jobs and Business rule creation.

Created new Business Rules/Script Includes/Client catalog script/Client Script.

Created and managed SLA definitions for deferent Service Groups.

Created Catalog Requests and record producers.

Worked on the Dynamic content page for the overall project. Content Management in this case was the primary focus on ServiceNow (Fuji and Eureka).

Created Business rules supporting various email, notifications and also tables.

Unit testing for all the use cases and Functional requirements put forward for the project in Fuji and Eureka.

Exporting and Importing tables, workflows, update sets data from one instance to the other.

Worked on establishing Links to knowledge-based articles on Fuji and Eureka.

Wrote Jelly Scripts for all the notifications, Content Management and also business rules. (Fuji and Eureka).

Environment: ServiceNow, Fugi, Erueka version, Workflows, Sub flows, DocuSign and Kenexa.

CSC Corp, Hyderabad, India Jun 2013 – Jun 2015

Role: Sr. Remedy Developer

Responsibilities:

Gathered requirements from various business groups/users and converted business requirements into functional specifications.

Extensively involved in the customization and development of various applications.

Worked on Auditing and archiving of the applications and forms.

Worked on Change Management Testing, Problem Management and Asset Management.

Installed and Configured BIRT reporting tool to remedy AR system.

Involved in installing and configuring and setting up of data in CMDB 7.6.04 sp2.

Integrated with ITSM Modules i.e. Helpdesk, ChangeManagement, AssetManagement, Approval Server and Telealert.

Installation and Configuring CMDB 7.5 and involved in building Reconciliation RulesCreating and Running AIE Exchanges, Jobs in RE Manager, working with classes and good knowledge of Common Data Model .

Identified and defined new CIs in BMC Atrium CMDB.

Extensively involved in the transition of an application from Client (User) tool to Web.

Designed various crystal &BIRT reports based on user requirement.

Customized the OOB Help Desk, Change Management, Asset Management as per the company’s business requirements.

Converted existing crystal reports into BIRT web reports.

Involved in solving Helpdesk tickets and production issues for Remedy ITSM 8.1.

Customizing ITSM application and creating and validating tickets in different ITIL processes.

Responsible for creation and maintaining of groups and permissions for users.

Used to monitor log files on server.

Created attributes and datasets in CMDB and used reconciliation to identify external data sources into CMDB.

Used AIE to import data into CMDB classes and relationship classes from almost 20 data sources .

Involved in licensing and providing access permissions to many users and functional analysts.

Extensively involved in the development work by designing workflows using forms, active links, filters, escalations etc…using Developer Studio 8.1 and 7.6.04 SP4.

Involved in presenting and knowledge sharing of BIRT functionalities with team and other departments.

Extensive system testing across multiple server environments and used Migrator to keep all servers in synchronous.

Environment: Remedy ARS 8.x/7.x, CMDB, Remedy ITSM 8.1, Remedy Migrator 7.6, Remedy Data Import 8.1, Crystal reports 2008/9.x, BIRT 2.5.1, SRM 7.6, MS SQL server 2008.

Watts Water Technologies, India May 2012– Jun 2013

Java Web application developer

Responsibilities:

•Actively involved in analyzing and collecting user requirements.

•Wrote Specification for the development.

•Wrote JSPs, Servlets and deployed them on Tomcat application server.

•Involved in writing PL/SQL Stored procedures, views for backend database access.

•Used JavaScript and HTML for UI, servlets as front controllers.

•Developed Java Script for client-side validations.

•Expertise in Object Oriented Design using UML-Rational Rose.

•Involved in Server side and Client-side programming.

•Wrote SQL stored procedures and used JDBC to connect to database.

•Developed data layer using JDBC.

•Created a user interface with HTML and JSP.

•Involved in developing various servlets and used DB2 as the database and wrote SQL &PL-SQL.

•Creating database views to pull the reports on variables, which are being used by catalog items.

Environment: Java/J2EE, EJB, JDBC, Servlets, JSP, Eclipse IDE, HTML, XML, JavaScript, BEA WebLogic, Oracle, Internet Explorer, Windows

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