Service Management
Resume:
JESNY JOB
********@*****.***
PROFESSIONAL SUMMARY:
A Qualified IT Professional around 4 years of IT experience with 3 years of experience as a ServiceNow Admin/ Developer with extensive experience on Technical implementation of various ServiceNow modules.
Experience working in ServiceNow versions Geneva, Istanbul, Jakarta, London and Madrid.
Enhancements and developments on Service Catalog, Change Management, Request, Incident Management, Problem Management, CMDB.
Gathered business requirement from customers and worked on end-end implementation of OOTB ServiceNow ITSM modules Incident Management, Problem management, Change Management and Request.
Followed, implemented and championed best-practices of ServiceNow in developing and customizing Business Rules, UI Policies and Catalog Client Scripts.
Configured and Customized CMDB health KPI’s for CMDB Health Dashboard as per business requirement.
Worked on weekly Audit and coordinated with Infrastructure teams to Remove duplicate CI’s from existing CMDB.
Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with Customer/Client.
Sound functional and technical knowledge of the ServiceNow platform as well as experience delivering medium to large-scale ServiceNow implementations.
Strong hands-on experience and intense knowledge of ITIL processes such as Change management, Incident management, Problem Management, Service Request Management, and Service Catalog maintenance.
Experience in configuration of Import Sets, Transform map and Data Sources.
Expertise in writing, debugging, and optimizing the performance of client scripts, catalog client scripts and UI Policies.
Worked with server team, network team and Asset team in order to check for the data collected through discovery is accurate.
Generated weekly reports and metrics for leadership reporting and IT management.
Experience in generating various reports providing information on Changes scheduled, unauthorized changes implemented, Changes causing incidents etc.
Used Agile/Scrum methodology (standup meetings, story boards, sprints) to complete the projects.
Experience in Coordinating between configuration management and other service management processes
Strong analytical, presentation, and problem-solving skills.
EDUCATION
Master of Science in Computer Science, National University, San Diego, CA,2016
Bachelor of Engineering in Electronics and Communication, Vishweshwarya Technological University, Karnataka, India,2013
ADDITIONAL COURSES:
Got consolation certificate in VLSI design.
Received certificate in C-language.
Got a Diploma certificate in Core Java, Advanced Java, J2EE
TECHNICAL SKILLS:
Ticketing tools: Service Now (Catalog configuration, Incident Management, Problem Management, Change Management, Knowledge Management, CMDB).
Programming Skills: Core java, SQL
Operating Systems: Windows XP, MAC OS
Microsoft Tools: MS Office, Excel, Word, (Visio PowerPoint), SharePoint.
Scripting Technologies: HTML, XML, JavaScript,
PROFESSIONAL EXPERIENCE:
Technosoft Corporation
Client: - COMERICA BANK, Auburn Hills, MICHIGAN
July 2019- Till Date
Service Now Admin/Developer
Collaborated and Administrated all ServiceNow System Administration Tasks in support of internal and customer focused efforts.
Ability to write clear, concise and accurate technical documentation, like requirements, system architecture design, use case diagrams, sequence diagrams and class diagrams.
Worked closely with Business Partners, other Development team, QA team and delivery lead in an Agile environment.
Experience in creating and maintaining business rules, data policies, client scripts, UI policies, UI Actions, ACLs.
Experience in completing data manipulation, data loads, and reporting in support of internal and external ServiceNow maintenance.
Provides and approves all requirements, use cases, user stories, etc. in support of new or improving functionality of the Configuration Management program.
Experience in Coordinating between configuration management and other service management processes.
Experience in Planning and managing support for configuration management tools and processes.
Configured and Customized CMDB health KPI’s for CMDB Health Dashboard as per requirement.
Environment: ServiceNow, HTML, XML, JavaScript, Windows.
System Technology Group, Michigan
Client: - FIAT CHRYSLER AUTOMOBILES, Auburn Hills, MICHIGAN
Sept 2018- April 2019
Service Now CMDB Admin
Responsibilities:
Developed operational requirements documentation and train operational staff to maintain their data within CMDB in ServiceNow.
Responsible for on-going enhancement and maintenance of the CMDB platform.
Manage the design, development, implementation, and maintenance of ServiceNow application and services.
Review and analyze all CMDB records periodically to ensure the data is still meaningful and relevant.
Implement and enhance ServiceNow platform and modules per business requirements
Works closely with application administrator to understand impact of work
Work with team members and across IT and the business organization to elicit and define requirements for IT Service Management capabilities within ServiceNow
Assess feasibility and impacts of new business requirements; design appropriate solutions and recommend alternative approaches when necessary.
Environment: ServiceNow, HTML, XML, CSS, JavaScript, Windows.
Shubh Solutions, Houston Texas
Client:- SPARKHOUND,TEXAS
Jan2018 – July 2018
Service Now Developer
Responsibilities:
Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Service Catalog, Configuration Management.
Service Catalog and Request Workflow Design and Configuration.
Gathered business requirement from customers and worked on end-end implementation of OOTB ServiceNow ITSM modules Incident Management, Problem management, Change Management and Request.
Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards.
Communicating with end users, identifying their difficulties and changing the applications as per their requirements.
Created various front-end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
Designed Workflows, along with standard Workflow templates, which can be reused.
Strong knowledge of the server-side scripting Business rules and Script Includes.
Worked on customizing user interface including forms, lists and created record producers for Incident and change management.
Created user guide documents and provide training to customers.
Environment: ServiceNow, HTML, XML, CSS, JavaScript, Windows.
Wise Men Consultants, Houston Texas
Client: -CENTERPOINT ENERGY, Houston
June 2016- Dec 2017
Service Now Admin
Responsibilities:
Design, develop and maintain solutions within the ServiceNow to support Configuration Management.
Worked on Discovery tool to load configuration information to CMDB and CMDB data import using transforms maps.
Implementation, Customization and Maintenance of ITIL modules such as Incident Management, Change Management, Problem Management, Service Catalog, CMDB in ServiceNow.
Responsible for on-going enhancement and maintenance of the ServiceNow platform.
Provide technical leadership and training, perform peer code reviews and ensure the ServiceNow team follows development best-practices related to CMDB activities.
Implemented and worked on Data Certification Module in Service Now ensuring Data accuracy within CMDB.
Worked on weekly Audit to Remove duplicate CI’s existing CMDB.
Worked on Daily Service Request task on Asset Management and Configuration Management regarding Server Built Updates Server Decommission Updates. Business Service Application Onboard Request, Business Service Decommission Request.
Used Agile/Scrum methodology (standup meetings, story boards, sprints) to complete the projects.
Customized UI Appearance for Problem and Change Management application, which is simple, intuitive and easy to use.
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.
Develop process and system to support Business Service Management using Service Now’s Service Mapping and discovery tools.
Attend regularly scheduled meetings to identify any tasks or user stories that are “at risk” and provides support as needed.
Work with management and key stakeholders to ensure best practice for design and testing strategies for Development, QA and User Acceptance Testing.
Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.
Worked on Discovery tool to discover Server CI’s and worked along with Network team to troubleshoot Discovery related issues.
Responsible for gathering requirements and customizing Business Service Catalogs from the scratch.
Created Procedure guidelines used in supporting Technology and Application issues.
Responsible for maintaining and growing data held within ServiceNow such as our users, service catalog items.
Environment: ServiceNow, HTML, XML, CSS, Windows.
References:
1.Joey Arthur Foushee, Lead Architect at CenterPoint Energy
2.Peter Smith, Technology Manager at Sparkhound
3.Micheal Fortuna,IT Process Manager at Fiat Chrysler Automobile
4.Robert Thibodeau, IT Asset Management Process Owner at Comerica Bank
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