PRATYUSHA

Email:ac1aqh@r.postjobfree.com Phone: 779-***-****

SUMMARY:

Over 6 plus years of professional IT Experience in analysis, design, development, testing and implementation which include ServiceNow Development and QA.

Extensive knowledge of SDLC methodology and project life cycle, Including Analysis, Design, coding, testing and Review of Business and Software Requirement Specifications.

Worked in the Front-end development using technologies like HTML, jQuery, CSS, and JavaScript.

Experience in Installation and Configuration of different modules of ServiceNow.

Hands-on experience in technical implementation of Incident Management, Problem Management, Change Management and Service Catalog.

Hands on Experience on Business Rules, Client Scripts, Schedule Jobs, UI Actions, UI Polices.

Participated in workshops with Service Now partner teams to help companies implement Service Now using best practices in ITSM.

Created Knowledge articles & Helpdesk users on ServiceNow platform.

Experience in Configuring Applications using ServiceNow tool, used in ITIL Management. Deep functional and technical knowledge of the ServiceNow platform as well as experience-delivering medium to large-scale ServiceNow implementations.

Gathering requirements and converting BRD’s into technical requirements. Created design patterns & implementation plans for ServiceNow enhancements.

Experience in configuring the Incident Management, Problem Management, Change Management, Asset Management, Service Request Management applications and BMC Atrium CMDB.

Handle the tasks of providing guidance to engineering staff on methods, procedures and requirements for entering Configuration items into the CMDB

Experience with Requirement Documents, Test Strategy, creating Test Plans, writing and executing Test Cases, Manual Testing, Creating Automation Test Scripts and Automation Test Execution.

Hands on experience in Developing, Documenting and Executing Test cases manually and generated Automation Scripts using Selenium WebDriver in java.

Automation test suites in Junit, TestNG testing frameworks.

Thorough knowledge of Object Oriented Programming (OOP) using Java.

Experience working with Databases such as Oracle, SQL Server, MySQL.

Experience in Agile/SCRUM environment, with extensive use of tools such as JIRA and confluence.

Proficient with Business process tools like MS Visio, MS Excel, MS Project and Data visualization tools like Tableau.

Strong Analytical and problem-solving skills.

Strong organizational and communication skills, both verbal and written.

Excellent team player, ability to adapt in fast-paced environment.

TECHNICAL SKILLS / KNOWLEDGE AREAS:

ITIL ITSM, ITOM, ServiceNow, ITIL, CMS

Automated Testing Tools

Selenium IDE, Firebug, XPath Checker, Eclipse IDE, Eclipse plug-ins, Junit, TestNG, Quick Test Pro, HP Quality Center, Ant, Maven

Programming Languages

Java, SQL, PL/SQL, HTML, Java Script, XML, C++

Database Tools

Oracle, MS-SQL Server, MySQL, TOAD, SQL-Plus

QA Methodologies

Smoke, Functional, Integration, Regression, GUI, Load/Performance, System and User Acceptance Testing

Bug Tracking Tools

Bugzilla, Jira element tool, Bug Tracker, MS Excel

Web Technologies

HTML, CSS, JS, HTTP(S), FTP, Web Services (SOAP/RESTful)

Operating System

Windows, Mac, Linux

Desktop Publishing tools

MS-Excel, MS-Word, MS-PowerPoint

SDLC Methodologies

Waterfall, V-Model, Agile

EDUCATION:

Bachelor of Technology, Electronics & Computer Engineering (GPA 3.94/4.00)

Jawaharlal Nehru Technological University

PROFESSIONAL EXPERIENCE:

VIXXO, Baltimore, MD Nov 2016- Current

ServiceNow Developer

The project involved design and configuration of Change Management and Problem Management on ServiceNow instance that support ITIL and business processes that are simple, intuitive and easy to use, allowing customers to extend and customize ServiceNow components to meet specific business needs.

Responsibilities:

Involved in all phases of the project gathering business requirements, translating business requirements into technical specifications and development, testing and deployment.

Designed Technical Design Documents and Functional Design Documents.

ServiceNow instance setup, configured and customized according to business requirements.

Worked on various Process of ITIL like Incident management, Change management, and Problem management, User Administration, Asset management and Reporting and Content management (CMS).

Utilized Service Catalog for users to create Service Requests and Service Items.

Used Record producers to Create Incident Tickets.

Created different forms and list on different.

Created Catalog Client scripts, Catalog UI policies for the new service catalog requests developed for new employee hire on boarding request.

Creating various workflows for Incident Management, Change Management, Cost Management, Service Requests and SLA's.

Used Import sets and Transform maps to import User and Asset data.

Used JavaScript to create Business Rules, Client Scripts, functions, UI Policies and UI Actions based on business requirements.

Used Script Include to Store Custom Functions and called them from Server-Side Scripting.

Created Client-Side validations based on user Entered Data.

Created many Data policies for Data validations.

Created Email Templates and Email Notifications.

Creating and Managing Inbound Email actions for multiple IT departments and groups.

Customized Homepages according to Different Team Requirements and created Gauges for their Homepages.

Created various front-end forms and associated Client Scripts, UI policies including advanced customizations that require modification of UI pages/UI Macros.

Created several Roles, created groups and different ACL rules.

Used ACCESS CONTROL RULES for securing and providing the right access to right person/role.

Created both Inbound and Outbound Integrations between ServiceNow and different Applications both internally and externally.

Good knowledge on Integrating LDAP with Snow Instance.

Added Several Credentials for Different Operating Systems for Discovery.

Defined and configured DISCOVERY schedules and set up mid servers and check for the connectivity with MidServer.

Worked with DISCOVERY tool in Service Now to fetch the CI related information and load in CMDB.

Customized Probes and Sensors to Process the Data Collected from CI’s.

Work with application owners for approval process for automated processes using Workflows.

Experience in Designing Surveys and Assigning surveys through scripts.

Created automatic Knowledge Articles whenever a priority 1 Tickets are Resolved and Designed the Workflows for Approval Process.

Created Custom reports for various teams like pie, List donut etc.

Scheduled Reports to be delivered weekly, monthly using Email Notifications.

Created several Database Views, UI Views.

Created Update Sets to migrate customizations from one instance to another instance.

Documenting the code and operation procedures for ServiceNow platform.

Participated in both unit testing and Regression testing.

Environment: ServiceNow, JavaScript, Workflows, CMDB, Discovery, CSS, HTML, Reports

CHEP, Tampa, Florida Oct 2015 - Oct 2016

ServiceNow Developer

The project involved design and configuration of Change Management and Problem Management on ServiceNow instance that support ITIL and business processes that are simple, intuitive and easy to use, allowing customers to extend and customize ServiceNow components to meet specific business needs.

Responsibilities:

Worked on requirement provided solutions to the Asset Management team in re-building the workflow for in and out of an asset.

Used data sources to migrate the data from excel sheets to ServiceNow through transform maps.

Modified existing SLA based on the User Requirements.

Worked on huge Workflow design for on boarding and off-boarding of a partner/ employee/Contractor based on the requirements provided by the teams.

Installed MID Servers on remote desktop and conducted tests required for Discovery.

Worked on Discovery to re-locate the devices that were irregularly managed and found a solution in resolving the issues with using the discovery tool for a better use.

Worked on the latest release Eureka / Fuji which is the advanced release and discovered ServiceNow upgrades.

Re-built Service Catalog Items with minimal time usage on submitting a ticket by getting together the teams to provide their valuable suggestions and making it easy to understand the new release.

Provided analysis, design and development of ServiceNow trouble ticketing and incident management systems to support the company’s technical operations

Created notifications based on user requirements and configured inbound email actions to create incidents or requests.

Interface extensively with all areas of the organization including Operations and Development.

Created schedules, reports and monitor performance of ServiceNow.

Documented all implementations and best practices defined within team.

As a part of support activity resolve incidents by provided with proper root cause investigation.

Perform day to day administration of the ServiceNow tool Maintain business services and configuration item relationships in ServiceNow tool.

Performs core configuration tasks including system policies, business rules and client scripts.

Managed users, groups and roles.

Managed data with Tables, the CMDB, Import Sets, and Update Sets.

Creates Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows

Performed migration activities (Dev to QA, QA to Prod)

Developed and improved user systems procedures, and prepared systems documentation.

Environment: ServiceNow, Asset Management, Incident Management, Problem Management, HTML, Java script, CSS, CMDB, SLA

Discover, Chennai, INDIA Apr 13 – Aug 15 ServiceNow Developer

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.

Responsibilities:

Responsible for gathering requirements and customizing for CTI integration for organization from the scratch.

Created and Maintained foundation data - User Accounts, Approvers, Support Groups.

Create new service catalog requests and items with variables.

Developed UI Appearance for Service Catalog Requests.

Create, monitor, modify, and publish service catalog workflows with approvals.

Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs.

Developed operational requirements documentation and train operational staff to maintain solution.

Manages data with Tables, the CMDB, Import Sets, and Update Sets

Follows corporate design guidelines for creating ServiceNow Portal site

Configuration of Email Notification and Alerts to notify users about specific activities in the system.

Worked on various modules of ServiceNow like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting.

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

Set up Discovery Module to load Configuration Items and Relationships into ServiceNow

Worked on Discovery to identifies the software that is running and any TCP connections between computer systems.

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 ServiceNow platform.

Gathered requirement from stake holders for attributes needed to develop Service Catalog items.

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

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 front-end forms, and associated Client Scripts, UI policies, Business rules and Script Includes.

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

Environment: ServiceNow, Asset Management, Incident Management, Problem Management, HTML, Java script, CSS, jQuery,

ECIL, Hyderabad, India May 11 – Mar 13 Role: QA Analyst.

Project: Core HR Application

ECIL has existing Core HR application which is being used throughout ECIL Hyderabad today to access and modify employee information. This includes all corporate data of employees including but not limited to benefits, compensation, vacation, location, job and personal information. It includes administrative and self-service functionality to manage all data.

Responsibilities:

Gathering the specifications and requirements to develop the use cases

Involved in Project co-ordination and implementation of QA methodologies, also participated in meetings to discuss the enhancement and modification request issues.

Involved in test plan creation and creation of test cases based on functional specifications.

Manually tested the flow of the application functionality.

UAT with Comprehensive GUI and Functionality testing to ensure conformance to requirements.

Performed user acceptance testing on the web site to determine the ease of use.

Conducted Regression Testing of the time tracking application to verify the defect-fix.

Performed manual testing for the browser compatibility.

Involved in user requests and bug Scrum meetings.

Automated regression test cases, functional testing, User-Interface testing using Selenium.

Installed the build tools Ant, Maven on deployment servers for integration testing.

Performed Back end testing using SQL queries to access the main database.

Executed the scenarios and analyzed the results through monitors and graphs.

Created and reported defects using bug tracking using Bugzilla.

Active participation in creating the Test Summary Report.

Facilitated weekly meetings and discussed Enhancement and Modification Request issues.

Environment: Selenium Suite, QTP, QC, MySQL, Java

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