Vamsi Krishna

ServiceNow Developer/Admin

E-mail: adnfth@r.postjobfree.com Phone: 228-***-****

SUMMARY:

Around 9 years of experience in IT industry and 5+ years of very good experience in ServiceNow Development, Maintenance, Implementation and Administration.

ServiceNow Certified System Administrator for Jakarta, London, Madrid, New York & Orlando versions.

4+years of experience in the field of Database and implementation in PL/SQL.

Expertise in Design and configure ITSM (incident, change, problem) in ServiceNow.

Entailing ServiceNow expertise in design, development, documentation, deployment, administration, maintenance, implementation & post-production support using SDLC SCRUM.

Working knowledge of delivering end-to-end methodologies within ServiceNow, SLA, Service Catalog, UI actions, data policy & system properties.

Hands-on experience leading all stages of system development efforts including requirement, design, architecture, testing and support.

Worked with process owners & stakeholders to translate business needs into functional requirement and then convert them to technical requirement, which ServiceNow developers can understand.

Worked on configuring HR criteria, User criteria, document templates, and HR Profiles

Experience in defining and managing HR Services, Categories, HR Service Catalogs, Catalog Items, and Life Cycle Events

Worked on Idea, Demand Management and process flow associated with Demand Management, Resource Management and Project Management.

Exposure in the Upgrading the instances from EUREKA, FUJII, GENEVA, HELSINKI, Istanbul, Jakarta and Kingston.

Good knowledge of Relational Database, ITIL methodology, and Scrum & Agile methodology.

Deft at designing & developing Client Scripts, Business Rules, Access Control Rule (ACL) & Java Scripting in ServiceNow and web technologies (Java Script, XML, HTML, AJAX, CSS, HTTP).

Helped companies implement ServiceNow using ITSM best practices and implement IT Service Management frameworks; used scripting tools & ServiceNow functionality to create script to automate routine tasks.

Implemented Demand Management, Requirement Management, Resource Management, Project Management in Project Management Suit.

Worked on CMDB, SCCM (Microsoft System Center Configuration Manager), Discovery and integration with other external modules.

Submitted the documentation and trained the GRC users on ServiceNow GRC Application

Created a customized role with all the required access to the entire application for the admin of GRC.

Experience in developing custom developed application using ServiceNow.

Strong skills in the ServiceNow suite development, including SOAP/ REST integration using SOAP/ WSDL.

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

TECHNICAL SUMMARY:

Technologies :

ServiceNow: ServiceNow ITSM

ServiceNow Administration and Support

(Service Catalog configuration, Incident Management, Problem Management, Change Management, Knowledge Management, Asset Management, PPM Suit, Personalizing Forms, Personalizing Lists, scripting, loading data, Adding and changing dictionary, BusinessRules,Configuring SLA’s for incident/request/catalog tasks, Workflows, Notifications, Email configuration, Inbound actions on emails, Maintaining mid servers or configuration, Adding/ modify/ delete Assets, Iframes, Schedule jobs using scripts, Discovery module, Create update sets, Move update sets between instances, testing, Dublin, Eureka, Fuji, Geneva, Helsinki, Istanbul, Jakarta, Kingston and London)

Testing Tool : HP Quality Centre 10.0 and 11

CRM Tools : Clarify

Database : Oracle 9i, Oracle 10G, SQL Server

Operating Systems : Windows 2008, 2003, 2000, XP, UNIX

Tools/ Others : Toad, Clarify, SQL, PL/SQL

Professional Experience:

Duration: April 2019 to Current

Employer: Hindsight Software Solutions, Inc

Client – Levi Strauss & CO, Westlake (Remote)

Role: Sr. ServiceNow Developer

Responsibilities:

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

Created, monitored, modified, and published workflows with approvals.

Worked on OneTrust Integration with ServiceNow which is related to CCPA (California Customer Privacy Act).

Worked on Integrating Centric tool with ServiceNow using Email Integration.

Worked on Software Spend Detection as part of SAM PRO implementation. For managing software usage across the organization.

Worked on SAM PRO for O365 Products.

Developed and re-used Service Portal Widgets on the portal pages.

Worked on Cloud Discovery for Discovering AWS and Azure Subscriptions and the relationship of the CI’s that are hosted on cloud.

Worked on Event Management module for Pingdom tool. Pingdom is a Website monitoring tool.

Forms, workflow, interfaces and any other customization required to support ITIL processes.

Utilized Java Scripting to deliver solutions that automate business processes using UI Policy, Client Script, UI Action and Business Rules.

Upgraded the Instances (Dev, Sandbox, Test & Production) from Madrid to New York and New York to Orlando Patch 7.

Presented business justification for implementation of GRC to manage and control several business disciplines.

Prepared Policy documents for GRC Module and their respective templates & created Risk tables, Audit Policies, Compliance for external regulatory bodies in GRC module and at the end created surveys for Vendor Risk Management

Upgraded the Instances (Dev, Sandbox, Test & Production) from London to Madrid Patch6.

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

Working on creation and customization of complex workflows and custom workflow activities.

Worked in CMDB, Discovery and integration with other external modules

Also worked on Agile and Test applications inside the PPM suit.

Worked on Project Portfolio Management PPM module to view all the related projects and application at the same time and track their progress by Gantt charts. Also worked on demands in the PPM module.

Duration: September 2017 to April 2019.

Employer: Hindsight Software Solutions, Inc

Client – NXP Semiconductors, Chandler, AZ (Remote)

Role: Sr. ServiceNow Developer

Responsibilities:

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

Created catalog items, workflows, inbound emails actions and update sets for service requests.

Setup the process for Incident Management, Problem Management, Knowledge Management, Change Management and Service Catalog according to the NXP requirements.

Created, monitored, modified, and published workflows with approvals

Forms, workflow, interfaces and any other customization required to support ITIL processes.

Utilized Java Scripting to deliver solutions that automate business processes using UI Policy, Client Script, UI Action and Business Rules.

Upgraded the Instances (Dev, Sandbox, Test & Production) from Jakarta to Kingston Patch6.

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

Working on creation and customization of complex workflows and custom workflow activities like On-boarding and Off-boarding catalog forms

Worked on CMDB, Discovery and integration with other external modules

Built ServicePortal Widgets on the portal pages.

Also worked on Agile and Test applications inside the PPM suit.

Worked on Project Portfolio Management PPM module to view all the related projects and application at the same time and track their progress by Gantt charts. Also worked on demands in the PPM module.

Have used Project Consoles and workbench and configured notifications and process flows for Demand Management.

Designed and developed client scripts, business rules according to requirement.

Worked on Import Set API used to provide a REST interface for import set tables.

Experience with Web Technology such as: XML, HTML, JavaScript and Web Services.

Created from scratch with pages, widgets, and widget instances for Service portal.

Created multiple pages with complex data and created widgets containing complex structures.

Duration: June 2016 to August 2017

Employer: Hindsight Software Solutions, Inc

Client – Lowes, Mooresville, NC

Role: ServiceNow Lead Developer / Admin

Responsibilities:

Development of Service Catalog, Record Producers and Workflows includes new catalog items, defined SLA’s per request and created UI Policies, Catalog Client Scripts, Approvals, Tasks and Notifications.

Integration of Workday with ServiceNow to manage HR Administration like On-Boarding, Leave of Absence, Name Change and Terminations. Created scheduled jobs and data sources to maintain sync between the systems.

LDAP integration for User and Group management within ServiceNow. Installed and configured MID Servers to support the process.

Experience in setting up SSO. Successfully installed SSO with a Service Provider (PING Identity). Created and installed Certificates, configured various SSO properties to support the functionality

Automated frequently used Catalog requests using Orchestration. Most recent process is with Mobile GOOD application.

Implemented Service Portal with various customizations. Created and updated Pages, Widgets, Carousels, Widget Instances, Headers and Footers as per business requirements using HTML, CSS, Client Controllers and Server Scripting.

Created Access Controls, Assignment Rules, Business Rules, UI Policies, UI Actions, Formatters, Script Includes and AJAX to build and maintain various modules

Worked on defect and enhancement requests from UAT. Responsible to transfer code between instances post development and resolution.

Duration: December 2015 to June 2016

Employer: Hindsight Software Solutions, Inc

Client: PSE&G, Newark, NJ

Role: ServiceNow Developer /Admin

Responsibilities:

Expertise in CMS Plugins and was responsible for managing front-end requirements as well.

Created workflows for automating the process of approvals between ServiceNow and SAP. Used Dynamic Approval rules in order to send the approval to a particular person or a group.

Involved in writing of CSS, HTML, XML, JavaScript, Jelly Script, and JQuery.

Created forms with advances customizations at the level of UI Macros/UI page as per complex needs.

Involved in migrating the customization from one instance to another, including creation of update set, preview, commitment of update sets and merge operations using the best practices.

Created update sets for configuring in different instances i.e., temp, test, sandbox, UAT, Dev and Production instances.

Supported the team with improvising the Discovery tool and the configuring the CI's

Implementation of ACL, Workflow, Survey functionality

Customized workflows using GLIDERECORD and Java Scripting

Have developed the Workflow required for the creation of knowledge article from submits to Approvals

Worked on creating users, roles, groups & load data to ServiceNow on regular basis using import sets.

Involved in running daily & weekly jobs to push data into application using Import Sets & Transform Maps.

Duration: June 2014 to December 2015

Employer: Hindsight Software Solutions, Inc

Client: TIAA-CREF, Charlotte, NC.

Role: ServiceNow Developer /Admin

Responsibilities:

Used Bootstrap framework for the development of responsive pages for desktop, Mobile UI, iPad, iPhone and android enabled devices.

Involved in Designing, Development and Implementation of CMS (Content Management System) Web Site.

Responsible for providing analysis of problems and resolutions or fixes for the production issues related to Service Now platform within the Service Level Agreement.

Involved in designing, development of Home Page, Place Order for Service Catalog, Knowledge base, create a service ticket, Schedule a call from the service desk and schedule a time for solving the issues with one to one personally

Involved in creating Dashboards where it contains My Requests, My Reports of Incidents and a search bar for searching of Incidents.

Created Access Controls, Assignment Rules, Business Rules, UI Policies, UI Actions, Formatters, Script Includes and AJAX to build and maintain various modules

Duration: April 2012 to May 2013

Employer: Forte Tech Solutions

Client: HGST, San Jose CA

Role: PL/SQL Developer

Responsibilities:

Created well-defined stored procedures, functions, packages, collections, triggers & object types.

Improved Data optimization and manipulation of staged data using PL/SQL packages.

Proficient in SQL DDL, DML, DCL, TCL & SELECT statements.

Involved in database migration and identified various scenarios during the upgrade for Oracle 10g.

Worked on complex SQL and PL/SQL queries. Implemented cursors, ref cursors, sub queries, correlated sub queries.

Developed Test Cases in Unit Testing and System Integration Testing.

Created SQL code for generating PRIMARY KEY using oracle SEQUENCE objects.

Worked with Erwin for data modeling. Participated in code review meetings with the development team.

Effectively used oracle predefined functions such as Single row and multiple rows.

Documented and archived historical data for future auditing purposes. Responsible for production support and troubleshooting the production issues.

Duration: June 20011 to April 2012

Employer: Forte Tech Solutions, India

Role: Jr. Developer

Responsibilities:

Responsible for collecting requirements from the business users and developing technical specifications from it.

Preparing and talking to business owners about enhancements and modification of problems.

Involved in writing and updating procedures, functions, cursors, triggers, and packages for new requirements or change requests. Changed existing logic within the packages for optimum Performance.

Creation of database objects like tables, views, procedures, packages using Oracle tools like PL/SQL, SQL *Plus, SQL*Loader.

Interfaces are built and automated with informatica ETL tool, PL/SQL and Unix.

Involved in migration of elements from Oracle to Enterprise DB and checking the performance.

Prepared the technical and functional test plans for the developed procedures.

Responsible for unit testing, SIT, UAT and documentation.

Used SQL Loader to load data into database.

Performed tuning and optimization on SQL queries using SQL trace and Explain Plan.

Education:

Bachelor’s in computer science and Engineering from JNTU April 2011.

Master’s in computer sciences from Texas A&M University, Kingsville May 2014.

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