Service Management

KARANAM. G Contact: 650-***-****

ServiceNow Developer/Administrator E-mail: *******.****@*****.***

PROFESSIONAL SUMMARY:

A qualified IT professional with 5+ years of experience in Software Development and 4+ years of experience as a ServiceNow Consultant for development, administration and implementation and other supporting applications.

Experience in ITSM suite of applications using ITIL V3.

Good understanding of all five phases of ITIL: Service Strategy, Design, Transition, Operation and Continual Service Improvement.

In-depth knowledge of the Technical implementation of Change Management, Asset Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.

Experience on the implementation and maintenance of Business Rules, Client Scripts, and UI Policies.

Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.

Maintain Single Sign-On integration and experience in configuring Access Control Lists (ACLs).

Good experience in developing workflows and in customizing the applications in service now using Java script, AJAX, HTML and DHTML.

Experience in working with the workflows using ServiceNow workflow editor.

Exposure to Service-Now platform tools like Discovery and Orchestration.

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

Experience in working with Content Management System (CMS) and Self-Service portal using Jelly Script and UI Macros.

Hands-on experience with Glide Forms, Glide Record, Scratchpad, Glide AJAX and Glide System used in UI Actions, Business Rules, Client Scripts and discovery tool service watch.

Experience in importing users and configuring security with Microsoft Active Directory and enabled Single sign-on.

Experience in creating an Access Control Rule (ACL) and use of scripting tools and ServiceNow functionality to create script to automate routine tasks.

Experience with ServiceNow Content Management System (CMS) for enabling content for ESS portal users.

Strong skill set in the ServiceNow suite development including SOAP/REST integration, Web services, Discovery, Workflow and CMDB.

Performed mapping using ServiceNow Service Watch.

Strong experience working in Domain Separated Environments.

Experience implementing the Human Resources Service Management in ServiceNow

Experience in upgrading from Eureka feature release to Fuji release and applying patches to ServiceNow instances.

Migrated Incident, Change, Problem to ServiceNow using Import sets and Web-Services.

Knowledge of web based development languages; specifically, JavaScript, HTML and CSS.

Demonstrated the ability in developing Test Plan and test cases utilizing requirements and design documents, specifying Testing Overview & implementation.

Good understanding of object oriented analysis design and application development.

Strong analytical ability enables excellent troubleshooting and technical skills.

EDUCATTIONAL BACKGROUND:

Bachelor’s degree in Computer Engineering, India.

CIRTIFICATIONS:

ITIL V3 Foundation

ServiceNow Certified Application Developer.

TECHNICAL SKILLS:

IT Services: ITSM suit, ITIL V3, ServiceNow, CMS, SCR, SAM, and LDAP

Programming Languages: C, C++, Python, HTML, CSS, JavaScript, SaaS

Software Methodologies: SDLC, Agile, SCRUM

Databases: Oracle 10g, MySQL

Database Tools: SQL Client, TOAD, SQL Developer

Web/Application Server: IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat

IDE: Eclipse, Net Beans, Webstorm, JetBriansPyCharm

Version Control Tools: CVS, SVN, GitHub

Tools and Packages: Rational Rose, Maven, TOAD, MS Office, Dreamweaver

WORK EXPERIENCE:

Client: Cisco, San Jose, CA April 2016-till date

Role: ServiceNow Developer

Responsibilities:

Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5, AngularJS, PowerShell, shell scripting.

Created UI pages to use them in catalog items using the UI Scripts

Worked on the following modules of ServiceNow like incident management, problem management, service catalog, user administration, change management, reporting and discovery.

Worked on the creation of front end forms and associating them to Client Scripts, also experienced on UI policies including advanced customizations that require modification of UI pages/macros.

Designed and developed technical methodologies under the ServiceNow platform.

Loading of external data with the usage of Import Sets and Transform maps.

Extensively worked on migration from Fuji to Helsinki version.

Actively involved in migrating data from other applications and external databases.

Worked on Migration of Update sets between System Environments.

Developed custom applications and tables to meet client specific requirements.

Building client specific service requests from customer requirements including requests, request items and tasks using workflows to manage data flows from the customer to the support teams providing the service.

Worked on Script Customization for Service Catalog/Email Template/Workflow script.

Created end to end websites working on Content Management System.

Worked on CMDB and Asset management and Created Transform maps for importing CMDB data.

Expertise on working with CMDB and configured mid server and pointed them to various ServiceNow instances.

Worked on creating MID Server and setting up Discovery Schedule to discover the infrastructure and their relationships.

Populating the CIs (Configuration Items) and configured the CI relations in CMDB.

Developed solutions using JavaScript, Web Services, SOAP, and other web technologies to integrate ServiceNow with internal, external systems and tools.

Converted the Service Catalog into a fully functional website using Content Management module.

Environment: Service Now, JavaScript, HTML 5, CSS, CMDB, Orchestration Web services, PowerShell.

Client: Safeway, Pleasanton, CA Jan 2015 - March -2016

Role: ServiceNow Developer/Admin

Roles and Responsibilities:

Communicating with end users, identifying their difficulties and changing the applications as per their requirements.

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

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

Experience with jelly scripting in ServiceNow.

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

Strong knowledge of the server-side scripting Business rules and Script Includes.

Customized UI Appearance for Incident, Problem, Change and Project Management Application, which is simple, intuitive and easy to use.

Configured the Email inbound actions that triggers incident with an email.

Worked on Email logs and troubleshooting on emails with issues.

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

Configured SLA’s using SLA definitions for Incident, Catalog Tasks and Catalog Items.

Added the dictionary entries to be listed out in incident list view.

Developed UI policies and UI actions to achieve customer requirements.

Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes.

Created data sources and loaded the Service-Now tables with different data formats.

Involved in working with process owners to develop workflow, implement the workflows in Service Applications.

Configured Service Level Agreements (SLA’s) to define certain levels of services to incident management and Service catalogs.

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

Imported User and groups from Active directory with LDAP Integration.

Client: Hilton Software Technologies, Hyderabad, India. Jan 2013- Dec 2014

Role: ServiceNow Developer/ Admin

Responsibilities:

Worked on Modules of ServiceNow like Incident Management, Change Management, Service Catalog, and Reporting and few other custom applications.

Built script includes, transform scripts, client scripts, scheduled scripts and Business Rules.

Familiar with ServiceNow admin activities which involves Group, User Administration, Approvers, Support Groups, Sites, Production Categorizations, and Templates.

Design solutions to enhancement requests by developing in JavaScript, Jelly and Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools.

Setting up Configuration Management, defining the CI classes and their relationships.

Extensive experience in the development and customization of Service Catalog Items and Workflows.

Experienced in SDLC, deploying new applications/modules and controlled code migration from non-production to production environment.

Used JDBC and ODBC of Data Sources for setting up the configuration database in ServiceNow.

Wrote complex transform scripts in transforming the data into the SNOW database.

Developed several Client Scripts, UI policies, Business Rules, Security Rules and UI Actions, UI Pages/Macros.

Worked on JDBC Extracts, SQL queries, Data sources, external connectivity using SN data source, Web services, Email integrations etc.

Built Reports, Gauges and Home Pages.

Customized Change Management application to be aligned company's requirements.

Created Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow.

Worked on creating various Import sets and Transform maps for data uploads using excel sheets.

Created Database views to create reports across multiple tables.

Created Service Catalog templates for various use cases which are used for Catalog Admins to develop catalog items.

ENVIRONMENT: Service Now, Java Script, Web Services, CSS, CMDB.

Client: Mphasis, Bangalore, India Nov 2012 - Dec2013

Role: ServiceNow Developer

Responsibilities:

Worked with business users to identify and refine business requirements and workflows.

Good knowledge in Java & java script programming skill.

Understanding of IT service management and the ITIL business process.

Supported and created an Access Control rule (ACL).

Involved in creating the Adhoc reports in ServiceNow.

Created the new Applications and Modules, custom tables in ServiceNow.

Created, monitored, modified, and publish service catalog workflows with approvals.

Responsible for the Service Now tool administration module and creation of new Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules.

Involved in loading of data into CMDB using discovery and file imports.

Created complex transform scripts in transforming the data into the SNOW database.

Assisted in Release Management during product and batch releases and managed documents and verified the changes.

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

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

Implemented CMDB Bi-directional Web Services integration. It involves consuming rest- full web services, publishing SOAP web services, using Business Rules, Script Includes, UI Actions and Other Service-Now scripting modules to support data synchronization and business logic. Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.

Involved in LDAP integration with ServiceNow for obtaining users and groups.

ENVIRONMENT: Service Now, Java Script, Web Services, CSS, CMDB.

Vision Tech, Hyderabad, India July 2011- Nov 2012

PL/SQL Developer

Responsibilities

Developed Stored Procedures, Function and Packages for the Financial System.

Setup, tested and implemented new descriptive flex fields in Oracle Financials.

Used database triggers and PL/SQL for development of system.

Extensively used PL/SQL to write Cursors for acquiring information to be used in calculations written in stored procedures.

Advanced skills in Oracle SQL query writing, creating and maintaining Database Objects and performance tuning using plan table, trace, OEM reports.

Version control using PVCS, Managed delivery and deployment of the development objects to higher environments using deployment channel.

Developed interfaces using PL/SQL packages, stored procedures, functions, Object Types, Cursors, Pipelined functions, Oracle queues and used Collections and Bulk Collects.

Worked extensively on tuning of SQL and PL/SQL code using various tools like explain plan, TKPROF, SQL tuning advisor and SQL trace to enhance the performance.

Created Korn Shell scripts which act as a wrapper for various tasks like - for executing the SQL Loader command lines, for refreshing the materialized views and for updating the Fact and the Dimension tables.

Worked on various projects involving gap and map analysis, design and customization as per the business rules and worked on custom applications development involving.

Involved in performance tuning - Table & Index partitioning.

Load the data into Oracle 9i, Oracle High -Performance, scalable database. Change of Accounts, Currencies, defining calendars, setup books and Multi org setup.

Design, development, testing and implementation of a custom billing System and order entry system.

Developed forms to view payments, accept payments, view financial transactions, maintain and view cash assignments, view refunds, credit accounts, and transfer debit balances.

Involved in Tuning Database & Application performance using Explain Plan, TK prof, resolving lock contentions, identifying & killing sessions.

Worked with java developers to repair and enhance current base of PL/SQL packages to fix production issues and build new functionality and improve processing time through code optimizations and indexes.

Environment: Oracle 10g, SQL, PL/SQL, UNIX, Reports 6i, Forms 6i/4.5, TOAD, Discoverer 6i, Apex 4.2.

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