Siva Gogineni

Email: ad2zas@r.postjobfree.com

Phone: 703-***-**** US Citizen

Professional Summary:

• A Qualified 13 years IT Professional with 9+ years of experience as a ServiceNow Developer and Administrator.

• Experience in working on the ITIL Process Configuration like Incident, Problem, Change Management, Service Request Management, Knowledge Management and Reports Management in ServiceNow.

• Experienced in Upgrading the ServiceNow instances to Jakarta, Geneva, Istanbul, Kingston, London,New York, Orlando, San Diego and Tokyo versions.

Experience in Developing and analyzing functional requirements for system implementations and converting the functional requirements into ServiceNOW SAM solution.

Provided program leadership and direction to ensure IT Asset Management process, policies and procedures are in place to meet regulatory, operational, audit and reporting requirements related to Software Asset Management.

Knowledge of Procurement based process and policies.

Expertise in IT Asset Management Lifecycle processes (Including hardware and software).

Proficient in the technologies support SAM (Asset and CMDBs).

Familiar with infrastructure technologies that are used to deliver services from a Data Center.

Proficient in the operations of software inventory and compliance including industry best practices.

Experience on various ServiceNow customizations as per client's requirement. Involved in the workshops that include focus on ITOM, Service portal.

• Extensive experience in implementation of Business Rules, Data Dictionary, UI Actions, UI Policies, Client Scripts and Validations Scripts in ServiceNow.

• Experience on various ServiceNow customizations as per client's requirement.

• Experience in configuring the SLAs for various ITIL processes as per the client requirements.

• Change management experience using Update Sets, Import Sets in ServiceNow.

• Worked on setting up Email Notifications for different modules in ServiceNow.

• Involved in working with process owners to develop workflow, implemented the workflows in Service Applications and administer the tools and enhanced requests by Java Scripts.

• Worked on Notifications as part of customizing in ServiceNow.

• Experience in working with the workflows using ServiceNow workflow editor.

• Expertise in creating complex workflows in Service Catalog items, Notifications, Approvals and Dynamic tasks in ServiceNow.

• Extensively worked on Configuration and maintenance of UI Policies, Client Scripts, Business Rule, UI Action and Script Includes by using Glide Form, Glide System and Glide Record objects used by several other important objects.

• Excellent experience in ServiceNow Administration and Production support.

• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.

• Hands-on Experience on both Client side and Server Side Scripting.

• Experience in creating Catalogs, catalog items and created record producers, order guides in Service catalog.

• Worked in Traditional life cycles as well as in agile methodologies.

• Hands on experience in web development using HTML, JavaScript, Jelly and CSS

• Well versed in Database Administration and Management.

• Experience in all phases of SDLC such as Requirement Analysis, Design, Code Construction and Testing.

Knowledge of Scripting, Web services and Database Technologies.

Knowledge of HR function and process.

Knowledge of ServiceNow ITBM and GRC modules.

Education: Master of Science.

Certification: ServiceNow Certified System Administrator.

ServiceNow Certified Implementation Specialist.

ITIL Foundation Certificate in IT Service Management.

Education: Bachelor of Science, Annamalai University, India.

Master of Science, Annamalai University, India.

TECHNICAL SKILLS:

Scripting Languages: JavaScript, HTML, CSS and XML.

Operating Systems: MS Windows, Linux

ITSM Tools: ServiceNow, ITSM Suite.

ServiceNow Modules: Incident Management, Change Management, Problem Management, Service Catalog, Service Level Management, CMDB, AMDB, Discovery, Service Mapping, Event Management, Data Loading, Start Now, On Call Scheduling, New Call, Web Services, ODBC Connectivity.

Web Technologies: HTML, JSTL, DHTML, JavaScript, CSS, XML, JSON, AngularJS, Bootstrap, (Agile).

Data Base: DB2, SQL server, MS-Access, MySQL, And Oracle

Tools and Packages: MS Office, Visio

Software Methodologies: SDLC, Agile

Professional Work Experience:

Veterans Affairs Department, VA May 2021 to Present

Sr. ServiceNow Developer

Roles and Responsibilities:

• Support and development of Service Request Management

• End to end development of Service Catalog, which includes Catalog Form development, updates to existing forms, workflow, and flow designer

• Good experience in traditional workflow development to automate the approval process and latest

• Conducting workshops and collaborating with business teams to understand their processes and convert them into ServiceNow requirements

• Strong scripting experience in creating catalog client script, run scripts

• Designing home pages for the Management to give an overview of the Incident / Problem / Change handling.

• User Interface - Configure and maintain Forms, Lists, Views, UI Policy, UI Scripts, UI Actions, View Rules, Welcome Page Content, Map Pages and other UI elements for ServiceNow modules

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

• Developed new SLA's based on the business processes involved which includes creating/updating the ServiceNow Calendar to keep in sync with the Organizational calendar

• Exporting and importing data in XML files, release process and migrating update sets with remote import sets and batch processing.

• Experience in Event Management, which includes, Event, Alert, Incident and configuring alert workspace

• Configured Event Management by configuring connector Instances and connectors definitions.

• Developed new Event and Alert action rules for Event Management.

• Integrated Event Management with many 3rd party monitoring tools are like, SolarWinds, Splunk, Dynatrace, and Enterprise Event Traps

Environment: ServiceNow Rome, Tokyo.

CareFirst BlueCross BlueShield, Owing mills, MD Jul 19 to Apr 21

Sr. ServiceNow Developer

Roles and Responsibilities:

• Implementation, customization and maintenance of ITIL modules such as Incident, Change, Problem, Knowledge and Survey Management, Reporting, Service Catalog.

• Implementing Change Management and Problem Management in ServiceNow.

• Created reports, workflows, and data imports for Incident, Problem, Service Request, and Change ServiceNow modules. Architect, plan, design and manage the implementation of ServiceNow ITSM Products Suite, HR Service Delivery, Facilities Management ITOM its integrations with enterprise systems.

• Conducting workshops and collaborating with business teams to understand their processes and convert them into ServiceNow requirements.

• Developing workflows to automate the process of approvals and notifications in Change management and Service Request Management.

Configured Event Management (ITOM) by configuring connector Instances and connectors definitions.

• Successfully implemented GRC by using the advanced features in Helsinki version.

• Worked on and implemented GRC, facilities, time, email, core ITSM, CMDB_CI, reporting and the Service catalog modules.

• Eliminated errors and enhanced efficiency by automating the traditional GRC process

• Designing home pages for the Management to give an overview of the Incident / Problem / Change handling.

• User Interface - Configure and maintain Forms, Lists, Views, UI Policy, UI Scripts, UI Actions, View Rules, Welcome Page Content, Map Pages and other UI elements for ServiceNow modules.

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

• Developed new SLA's based on the business processes involved which includes creating/updating the ServiceNow Calendar to keep in sync with the Organizational calendar.

• Created Scheduled Reports for incident, problem, SLA based on the business requirements.

• Updating/Creating new ACL's for reporting team to access incident metrics, to prevent ITIL user's from deleting approvals in the system etc.,

• Exporting and importing data in XML files.

• Representing ServiceNow at Change Advisory Board (CAB) meetings.

• Coordinating with ServiceNow to plan the maintenance and patching's accordingly.

• Creating new enhancements in ServiceNow based on the customer requirements.

• Customizing the approval form on both service portal and UI16 to make comments mandatory on rejecting.

• Developed and implementing a detailed plan, on upgrading the platform from London to New York following ITIL best practices.

• Developed new Alert action rules for Event Management integration of Nagios to ServiceNow.

Developed and analyzed functional requirements for system implementations and converting the functional requirements into ServiceNOW SAM solution.

Experienced in license modeling and determining liability calculations.

Experienced in the Software Asset Management/Software License Compliance management.

Experienced in driving financial improvement through Service Asset Management.

Experienced in ServiceNow HR Service Delivery application and Strategy consulting.

Environment: ServiceNow Orlando, JavaScript, Windows 10.

ProShares, Bethesda, MD Mar 18 to Jun 19

Sr. ServiceNow Developer

Roles and Responsibilities:

• Moved data in and out of an instance using import sets and transform maps and auto import of data into ServiceNow.

• Worked on Business Rules, Client Scripts, UI Policies and UI Actions toc customize the instance as per Business needs.

• Configuration of Email Notifications and alerts to notify users about specific activities in the system such as updates to change and problem Request.

• Experience with Service Portal Creation and maintenance and well versed in Scripting & CSS.

• Created Custom Widgets, Pages, themes, Search Sources, CSS style sheets, angular providers etc.

• As a ServiceNow Developer, generated Buttons using UI macros in service catalog forms & content menus using UI Action on forms.

• Involved in redesigning the workflows using ServiceNow workflow editor.

• Involved in Weekly ServiceNow calls globally.

• 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.

• Worked on import set to load the data into table by using data source, inbound action and script include, & transform map.

• Worked on creating and maintaining access control lists (ACL). Use of scripting tools and ServiceNow functionality to create script to automate routine tasks being done in ServiceNow.

• Advanced scripting of business rules, Client Scripts and worked on UI Policies, UI Actions, Workflow Activities, etc.

• Design forms, monitor, modify and publish service catalog workflow with appropriate approvals. Maintain single sign on integration.

• Worked on Documentation as per the requirements from the business team and documented UAT & RT.

• Created outbound Email Notifications using Email templates.

• Created Scheduled jobs, Scheduled reports and scheduled Workflows globally,

• Created homepages, including basic reporting, gauge configuration and dashboard presentation.

• Worked on tickets which are assigned to ServiceNow queues.

Environment: ServiceNow New York, Kingston, Java Script, HTML, AngularJS, CSS, Web Services.

Wells Fargo, Charlotte, NC Nov 16 to Feb 18

ServiceNow Developer/Administrator

Roles and Responsibilities:

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

• Created functional and technical specifications documents for various ServiceNow modules

• Implementation, Customization and Maintenance of ITIL modules such as Incident Management, Change Management, Problem Management, Knowledge Management, Service Catalog, Service mapping, CMDB in ServiceNow.

• Worked on the implementation of modules Incident Management, Knowledge Management, Service Catalog, Problem Management, Change Management, Managed Documents and Project Portfolio Management.

• Configured Data Dictionary overrides for Default values and operated with JavaScript functions.

• Coordinating the instance upgrade activities.

• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.

• Worked on Change Management module by enhancing the tool to the stakeholders and made it easy to understand.

• Use JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions

• Worked on CMDB from the scratch

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

• Involvement with input validation using JavaScript.

• Worked on UI Macros to create pages as templates on requirement from the stake holders

• Configured multiple forms for Asset module using Configuration Management Database.

• Resolving typical Users access and roles issues by checking active directory and users table.

• Pulling reports and scheduling the reports as per the client requirement.

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

• Writing Catalog client scripts and UI policies to make client configuration side changes.

• Creating the UI pages to use them in catalog items, Implemented-using UI scripts.

• Creating Knowledge articles to document the steps in creating the catalog items.

• Working on different kinds of variables and variable sets.

• Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.

• Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.

• Writing script includes invoking them in reference qualifiers or variable scripting.

Environment: ServiceNow versions Helsinki/Jakarta, JavaScript, Web Services, SOAP, XML, HTML, AJAX.

Comcast, Philadelphia, PA May 15 to Oct 16

ServiceNow Developer/Admin

Roles and Responsibilities:

• Design and engineer solutions leveraging all appropriate components offered by ServiceNow to answer the needs for business workflows, ticketing or other ITSM requirements.

• Utilized Java Script 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.

• Worked on Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists etc.

• Worked on Prioritizing of Incidents by Impact, Urgency and Priority.

• Technical implementation of various ServiceNow modules such as change management, Incident management, problem management, service catalog, configuration management.

• Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, and CMDB in ServiceNow.

• Involved in various upgrade and migration activities. Also, project planning meeting.

• Restricted and Major incident functionalities for user security and urgency.

• Proposed and implemented a generic soap service for use by any catalog item integration with third part tool by mean of easy configurations from client side.

• Configurable SLA implementation in Incident and service catalog management based on user defined parameters.

• Experience in standardization of incident management practices at process, data, reporting and tool level.

• Worked with schedule jobs, events and triggers to manage business needs and handle background work.

Environment: ServiceNow Fuji, Crystal reports 2008/9.x, CSS, HTML, Web Services.

Cox Communications, Atlanta, GA Mar 14 to Apr 15

ServiceNow Developer/Admin

Roles and Responsibilities:

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

• Worked with client on functional requirements within ServiceNow.

• Facilitated rollout of new applications and modules.

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

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

• Service Catalog and Request Workflow Design and Configuration

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

• The service we also provide to clients is a semi managed service for administering their Service desks that has been implemented. This includes various administration tasks within Service desk software.

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

• Designed many email templates by using html and jelly scripting 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 new Business Rules/Script Includes/Client catalog script/Client Scripts.

• Business Case preparation for approval

• Requirement gathering & preparation of business requirement documents

• Translate functional requirements into system requirements using UML

• Configured chat functionality for Service Desk ticketing queue

• Created transform maps for importing CMDB data.

• Written script includes and invoked them in business rules and client scripts

• Imported many CI's using import set tables.

• Efficiently and effectively communicated with Product Owner and Scrum team.

• Imported Active Directory to ServiceNow using data sources.

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

• Created transform maps both automatic field mapping and scripting

• Also worked on Asset Management and loaded the data into it.

• Integrated Fire eye tool with ServiceNow using Email integration i.e. inbound actions scripting.

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

• Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.

Environment: ServiceNow Fuji Java Script, Agile Scrum, workflows, Glide Script, CSS.

Nationwide Mutual Insurance Company, Columbus, OH Mar 13 to Feb 14

Software Developer

Roles &Responsibilities:

• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.

• Implemented best practice of ServiceNow Scripting, which enhanced the System performance.

• Maintained and administered the implemented instance of ServiceNow and performed tasks such as Configuring Users, company, site, location and other existing fields, Support Groups, assignment rules, categorizations, CI data, SLA etc.

• Created various frontend forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.

• Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.

• Provided technical and administrative customer support, duties included setting up and training new/existing clients, and served as subject matter expert for technical and system related issues.

• Planned and implemented a complex, enterprise wide, six sigma, and global, Infrastructure Asset Management In-sourcing project.

• Used Power shell and T-SQL combining data from multiple sources.

• Gathered all requirements to ensure client's business needs and provided a detailed technical solution

• Developed automated service mappings to schedule the load of flat files on daily, weekly and monthly basis

• Managed MID Server, scheduled jobs, import sets and transform maps to maintain integration with associated databases and maintain CMDB

• Worked in global design team to define ITIL framework and Global multi Domain separation ServiceNow Instance in Helsinki version.

• Involved in LDAP integration with ServiceNow for obtaining users and groups. Customized ITSM, Incident, CPA custom application, Problem Management and Change Management modules based on user Requirements.

• Orchestrated the efforts of vendors, and internal divisions/departments to internalize new IT Asset Management processes

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

• Implementation of Software and Change Management, ServiceNow Change Management.

• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards.

• Developed solutions for enabling the data security between various businesses in a domain separated environment keeping key resources shared along the every business.

• Developed PPM/PPM training materials and procedures manuals.

• Integrating ServiceNow with other systems and customization.

• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.

• Integrated LDAP directory to streamline the user login process to automate the administrative tasks, such as creating users and assigning them roles.

• Integrated LDAP service account credentials to retrieve the user distinguished (DN) from the LDAP Server.

• Involved in ADAM administration that leverages Windows Integrated Authentication for the initial access to grant for administration.

Environment: ServiceNow Eureka, JavaScript, XML, HTML, Windows, UNIX, AJAX, Middleware, Networking.

Cardinal Health, Dublin, OH Jan 09 to Mar 13

Software Developer

Roles and Responsibilities:

• Involved in designing modules and documenting them as a Module Design Document (MDD).

• Worked on both front end using JSP, spring framework and back end part using EJB and Hibernate.

• Involved in Object Oriented Analysis (OOA) and Object Oriented Design (OOD) Techniques using Unified Modeling Language (UML).

• Persisted common application level data like domain libraries using Cache.

• Developed user interface using JSP, Java, Script, HTML5 and CSS.

• Maintained CSS and HTML, XSL, XSLT, JAVA SCRIPT, JSF, Angular JS, for designing Webpages.

• Hibernate was used as admin tool persistence framework.

• Implemented interceptors using Hibernate and spring.

• Used Ajax for intensive user operations and client-side validations, Using JavaScript for client side validation.

• Expertise in web development and related software Angular JS, HYML5, CSS.

• Developed JSP's, strictly confining to the policy of no Java use in them by using JSTL.

• Presentation tier of the application was built completely on spring/Struts (For the Admin App).

• Page Navigation, Java bean management and input validation is taken care by JSF.

• Used Spring Tags, Struts Tag Libraries, and Validators in the development.

• Used Spring-Core and Spring-AOP.

• Used Hibernate as an ORM Framework for productive application development by reducing development time, complexities and increase flexibility.

• Developed end-to-end composite RESTFUL Web Services by using SOA with CXF framework to use with different clients including Web & Mobile.

• Developed Stored Procedures, Triggers and Functions and actively involved in tuning SQL queries, Stored Procedures, Triggers.

• Used JSON strings to transfer Java object data to Angular JS and vice versa.

• Used Web Services for creating rate summary and used WSDL and SOAP messages and used XML parsers for data retrieval. Also Developed and consumed REST base web services.

• Test driven development approach was used and hence worked intensively on developing test cases.

• Quality Control Activities such as defect tracking, fixing using JIRA.

• Involved in code review process, validating designs done by other developers and development of the application.

Environment: UNIX, J2EE (Servlets, JSP, JSF, EJB, JAX-WS), Struts, Spring, Hibernate, Restful, Multithreading, Oracle, HTML5, CSS, Angular, JS, Java Script, CSS, XML, ANT, Rational Clear Case, WebLogic, JTA, Junit.

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