ServiceNow Technical Consultant with extensive experience in the delivery, consulting, development and implementation of ServiceNow projects within Australia and and Asia Pacific region. My role involves:• Gather requirements of business processes through workshops with product owners and stakeholders.• Build technical solutions in ServiceNow using a combination of out-of-box components and custom implementation• Build custom built scoped apps• Build complex integrations with third party systems using SOAP, REST etc• Configure, customize and improve ServiceNow configurations• Be actively engaged with customers in a technical and business setting• Solve technical challenges across multiple complex projects at a time• Configure and customize various aspects of ServiceNow (workflow, UI, client scripts, business rules)• Transform business requirements into technical solutions• Responsible for the technical specification and implementation of the ServiceNow integration• Work with the delivery team to understand the solution that has been scoped and the specific client requirements, to ensure a seamless delivery• Ensure technical delivery is in line with the agreed scope• Clear and consistent use of RIDAC• Raise risks and issues• Work with the Engagement Manager and the project team to identify any areas for upsell within engagements

The primary focus of my role at CGI involved the development, implementation and maintenance BMC Remedy Application for clients and CGI. Responsibilities:• Configure, implement, administer and support BMC Remedy (7.6.04 & 8.X) - Incident/Problem/Change Modules - SRM - Knowledge Management Module - CMDB including normalization and reconciliation• Plan and implement maintenance activities (application patch deployment), customizations, enhancements and changes• Integration of BMC ADDM & BPPM, web-services to BMC Remedy

Worked on upgrade of BMC ITSM from version 7.6.04 to 8.1.01 for National Broadband Network (NBNCo) in Melbourne. The upgrade was a complete success and was done on a High Availability Linux-Oracle (DB) environment (over 24 Remedy and Mid-tier servers - for both Production and DR environments), the modules included:- ARS- Service Desk- Asset Management- Service Request Management- Service Level Management- CMDB- Atrium Integrator

Worked for more than four years as a BMC Remedy Consultant with Quintica Middle East (BMC Partner) on BMC products with strong skills on BMC Remedy related products implementation and customization such as ARS, ITSM, SRM, and CMDB. Proficient in Installation and implementation of BMC Remedy ARS 8.x, 7.x, Mid-Tier, CMDB 8.x, 7.x, ITSM 8.x, 7.x, SLM 8.x, 7.x and SRM 8.x, 7.x, 2.2 on Windows environmentProficient in Foundation Data Configuration and Process Configuration of BMC Remedy ITSM, which includes Change Management, Incident Management, Problem Management, Service Level Management and Service Request ManagementDevelop customizations, such as creating and modifying work flows i.e Active Links, Filters, Escalations, for out-of-box ITSM products Assist team members in various pre-sales activities such as proposal preparations, product presentationsPreparation of necessary documentation (configuration and operational manuals) and brief user guides for BMC products implemented in projectsConduct workshops and meetings with clients to gather data and assess requirements and match these requirements to BMC Products

As a Senior ITSM Remedy 7.1 Administrator, my role includes customizing, Administering and managing of the Service Desk application. In National Bank of Dubai (Emirates NBD), I was involved in the project of successfully upgrading and deployment of the ITSM Remedy 7.1 from version 6.3 from September 2007 up to February 2008. This project involved system analysis, custom coding of requirements of the various sections of the bank.

As an IS&T Service Desk Team lead, involved in handling different customer enquiries by providing accurate responses using Help Desk technologies and following appropriate processes. And performing administrative jobs of the Service Desk day-to-day operations such as assigning tasks to various team members according to their skills and availability, train new members of Service Desk on various processes and operations of the bank, coordinate with various hardware and software vendors in preparing purchase orders and delivery, make important decisions in the absence of the Service Desk Manager in terms of allocating resources, prioritizing Severity-1 issues and provide appropriate and timely update to the senior management of the bank on high and critical priority outstanding issues.