Service Management
Resume:
Harika Lakkam
Service Now Consultant
Summary:
A passionate, articulate, goal-oriented and dynamic professional with successful background in Business Analysis, Business Modeling, Requirement Gathering, Technical Documentation, Software Validation and experience as a Software Engineer in Service Now.
More than 4 years (3+ years of service now) of successful and progressive experience in all phases of the Software Development Life Cycle (SDLC). Optimistic, Results-centric, hardworking and capable of multitasking at all levels within the organization.
As well as exceptionally Strong verbal and written Communication, Presentation, Analytical and Problem solving and Time Management skills.
Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large-scale Service Now implementations.
Extensive experience in working on Content Management, User Management, Content Administration, and System Administration.
Design and engineer solutions leveraging all appropriate components offered by Service Now to answer the needs for business workflows, ticketing or other ITSM requirements.
Expertise in understanding project issues and ability to work independently or as a team player with excellent communication, interpersonal, time-management skills and analytical ability.
Integration Analyst responsible for Systems Engineering, Designing, Developing, Testing, and Implementing specifications provided by the client.
Coordinates installation of Service Now upgrades and/or service packs. Develops and manages the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements or error correction.
Develops and improves user systems procedures, and prepares systems documentation.
UI/Web Developer with professional experiences in Web Designing and User Interface Development using Web Technologies.
Strong developing experience with HTML, DHTML, CSS and JavaScript.
Experienced in JavaScript frameworks like JQUERY.
Professional Skills:
Expertise in understanding of Software Development Life Cycle (SDLC) and object oriented methodologies
Developed solutions using JavaScript, Ajax, Web Services, SOAP and other web technologies to integrate Servicenow with internal/ external systems and tools on Istanbul.
Design and develop ready-to-use standardized solutions and offerings.
Develop and present Servicenow training material for classroom and web-based training across the organization.
Leverage knowledge and experience to deliver end-to-end solutions for clients, which include architecting technical implementations of IT and business processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating the efforts of one or more teams.
Moderate and maintain an internal forum for Servicenow queries and discussions.
Inbound Email Integrations
Lightweight Directory Access Protocol (LDAP) Integrations
Should have worked on Web Services Integration (SOAP, REST)
Administration of a Service Now instance including the delegation of groups, modification of CMS, workflows, business rules, UI actions, UI policies, ACLs, dictionary, catalog items.
Strong knowledge on CMDB.
Good Knowledge on Order guide.
SSO (Single Sign-on) Implementation.
Web Service Integration’s(SOAP/Rest)
Experience in UI Actions, UI Policies.
Experience in Client Script/Calling server side code using Glide Ajax in Client Script
Experience in Server Script (Business Rules/Script Include/Service Catalog).
Customized Scripting on Service Catalog/Email Template/Workflow.
Good Understanding on Server API/Client API.
Expertise in determining project scope and requirements, estimating schedules, maintaining project documentation and managing workloads using MS Project.
Develop timelines for project delivery, and managed projects and resources to successful completion.
Produce proactive reports, trending analysis, service level reporting, process consultation and application of ITIL best practice.
Responsible for designing and documenting technical requirements for implementing Change and release management process in ServiceNow tool.
Participation in Agile application development process.
Consulting with business analysts to identify business needs, develop appropriate technical solutions. Assist with the development of client business requirements.
Service Catalog/Change/Incident/Problem/Service Level Management Implementation in Service Now administration.
Knowledge of IT Service Management (ITSM) frameworks
Experience with data analysis, analyzing, documenting business requirements and data specifications
Educational Qualifications:
Bachelor’s in Computer Science Engineering from JNT University, India.
ITSM Expertise:
•Incident Management
•Change Management
•Problem Management
•Service Catalog
•Expertise in CMDB
•Service now Integrations
•Knowledge Management
•User Management
•Service Level Agreements
•Reporting
Technical Skills:
Programming Languages: C, C#
Technologies: Java, JavaScript, Glide Script, XML, AJAX, HTML
Database: SQL Server 2008, My SQL, MS Access
Operating Systems: Windows 7/Vista/XP/2000/98/95
Collaboration Tools: MS Word, Excel, PowerPoint, Visio, SharePoint, Project, Adobe Acrobat
Enterprise Application Tools: Microsoft Dynamics CRM, ServiceNow, SalesForce.com, Workday
Testing Tools: Quality Center 10.0/9.5, TFS, Test Manager, HP ALM
PROFESSIONAL PROJECTS:
US Bank, Minneapolis MN January 2015 till
ServiceNow Developer
Responsibilities:
Attended Review Meetings and Project Meetings, Analyzed Business Requirements and Functional Specifications and performed Service Catalog/Incident/Problem/Service Level Management Implementation
Created new Business Rules/Script Includes/Client catalog script/Client Script.
Created and managed SLA definitions for deferent Service Groups
Created Catalog Requests and record producers
Created custom Notifications for Incident/Change/Catalog Request
Performed Import Export of data sets from Dev to other environments
Created custom tables, based on business needs.
Created Inbound Email Integrations
Successfully migrated Incident module from Remedy to Service now.
Developed database views for custom reporting
Configured chat functionality for Service Desk ticketing queue
Created transform maps for importing CMDB data.
Created ACL’s for tables/forms/modules and managed user/group roles.
Imported data using transform maps on weekly bases to manage the CI, Location, Asset data.
Conducted review meetings with business users and QA team for the design and documentation.
Performed Onsite Coordinator for the offshore resources team in India and Onsite team. This role involved extensive daily assignment and management of tasks to the Offshore/Onsite resources.
Designed and developed ready-to-use standardized solutions and offerings.
Developed and presented ServiceNow training material for classroom and web-based training across the organization.
Worked on Order guide.
Performed SSO (Single Sign-on) Implementation.
Performed Web Service Integration’s(SOAP/Rest)
Environment: Service Now Helsinki, Java, web services, SOAP, HP ALM, ITIL, Java script, Jelly Beans, Web Services, XML, DHTML,J Query.
Food Line, NC Dec 2013 - Dec 2014
ServiceNow Developer
Food line project used Tech Excel to support ITSM problem ticket system called OTIS. This project replaced the OTIS service management with IT Service Management system called ServiceNow. The SDR project transitioned the Service Desk and all current customers of OTIS from TechExcel to the ServiceNow technology platform. The processes replaced OTIS for the following work streams:
Incident Management
Request Fulfillment
Ticketing Survey
Reporting
Responsibilities:
Attended Review Meetings and Project Meetings, Analyzed Business Requirements and Functional Specifications and performed the development
Inbound Email Integrations
Created reports and dashboards.
Involved in integration of Workday to ServiceNow.
Created Reports based on User request.
Created UI Actions, UI Policies.
Performed Import Export of data sets from Dev to other environments
Created custom tables, based on business needs.
Participated in daily scrum meeting and developer meetings.
Successfully performed LDAP Integration.
Service Catalog/Change/Incident/Service Level Management Implementation.
Validated Service Catalog/Change/Incident/Service Level Management in ServiceNow
Performed Onsite Coordinator for the offshore resources team in India and Onsite team. This role involved extensive daily assignment and management of tasks to the Offshore/Onsite resources.
Developed timelines for project delivery, and managed projects and resources to successful completion.
Produced proactive reports, trending analysis, service level reporting, process consultation and application of ITIL best practice
Knowledge of IT Service Management (ITSM) frameworks
Data analysis, analyzing, documenting business requirements and data specifications
Environment: Service now Helsinki, ITIL, Java script, Jelly Beans, Web Services, XML, DHTML, J Query. Informatica, Office 365, SQL.
Xtream IT Solutions Pvt. Ltd.., Hyderabad May 2011 - Nov 2012
Project: Maritz Shoppers. (Web application)
UI Developer
Responsibilities:
Design and development of new wireless features for web application products.
Handling a team of 3 developers.
Involved in planning, and technical specification design for product.
Involved in code review before hosting to Github.
Developed presentation layer using HTML5, CSS3, JQuery, JavaScript, Bootstrap and Angular Framework view layer.
Experience in agile methodologies.
Experience of using code maintenance/tracking tools like MS visual source safe.
Experience of cross-platform document-oriented database MongoDB.
Environment: Google maps APIs, HTML5, CSS3, JQuery/JQuery mobile JavaScript
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