Divya P

Ph : 972-***-**** ac2cu6@r.postjobfree.com

Summary

8+ Years of strong IT experience in Software Design, Development, Analysis, Testing and Implementation.

Experience in ITSM development and Administration. Skilled in JavaScript, Web services, Angular JS, Bootstrap, CSS, XML and JSON Web services.

Expert in ServiceNow with 5+ Years of experience on implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management, Process Management and Release Management with extensive knowledge on Content Management System (CMS).

ServiceNow experience in Implementation, design, development, documentation, deployment, and post- production support following Software Lifecycle using SDLC SCRUM.

Experienced ServiceNow Cloud SME, working on SaaS technology projects; degrees in Computer Science; ITIL certified.

Highly accomplished and focused Technical consultant with broad experience in providing solutions over ServiceNow Architecture and familiar with Other ITSM applications.

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

Developing JavaScript and configuring workflows to implement additional features, customizations and enable the process flow.

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

Design, development, distribution of custom client-server, WEB services and SOAP solutions.

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

Extensively worked with Istanbul, Helsinki, Geneva, Fuji, Eureka, Berlin, Calgary releases of ServiceNow with strong emphasis on supporting the ITSM application, understanding customer requirement and implementing solutions using the knowledge in ITSM tool and ITIL processes.

Worked with Orchestration which enables an IT organization to automate complex tasks on remote computers reliably and quickly, with best practices every time.

Integrated ServiceNow with new data sources.

Hands inexperience in Various Web Services Integrations using REST and SOAP.

Administering PowerShell on the Windows .NET Framework which designed to control and automate the administration of Windows machines and applications.

Installation experience in PowerShell on MID Servers. Configuration of MID Servers using PowerShell with installation and supporting Windows operating system.

Working on Supported tickets on ServiceNow, which supports PowerShell 2.0 and 3.0.

Involved in leveraging knowledge and to deliver end-to-end methodologies within ServiceNow, which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort, interfacing with vendors and management.

Involved in requirement analysis, Business analysis and Use-Case analysis.

Specialized

ServiceNow Development & Administration

BMC Remedy Development & Administration

Service Catalogs

Project Portfolio Management

CMDB Discovery

Hardware Asset management

Software Asset management

Content Management System

Service Portal – CMS

Event, Demand and ITOM

Integrations and Orchestrations

HR Case Management

Time Card Scheduling

Field Service management

Incident, Problem, Change, Release and Knowledge

Technical Skills

ITSM Tools

ServiceNow, BMC Remedy

Web Technologies

XML, HTML, Java, Java Script, Excel VBA, PowerPoint VBA, VB Script

Database Tools

Oracle 9i/10g/11g, SQL Server-2000/2005, Sybase

Operating System

Windows NT/2000, HP UNIX (UNIX Shell Scripting)

Scripting Languages

JavaScript and Jelly Script

Defect Tracking

Load Runner, Quick Test Pro (QTP)

Methologies

Agile, RUP, SDLC, Waterfall, Scrum, Six Sigma, CMMI, ITIL

Configuration Tools

Rational Clear Case LT, Visual Source Safe (VSS), Rational Requisite Pro

GUI

MS Project, Project Scheduler (PS7), Visio, MS Office, XML and HTML

Professional Experience

Client: Ohio Health, Columbus, Ohio June 2016 to Till Date

(Remotely working from Dallas TX)

Designation: ServiceNow Developer

Responsibilities:

Participated in Service-Now Quick Start Implementation process and worked with Service-Now in the process of implementation of Incident, Change, Problem, Knowledge and Service-Catalog.

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

Implemented Risk Management for the Risk evaluation of the change Request associated with the Configuration Item.

Analyzing the existing request items on SharePoint and migrating them to Service-Now.

Participated in meeting with SME's and Project Managers to analyze the requirements and developing the workflow design of request items using Agile Methodologies.

Responsible for administering the ServiceNow Instances and Clone Scheduling Process.

Developed Complex workflows in Service Catalog for interaction with Third Party Sources.

Handled Production support tickets and assigning them to appropriate teams.

Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations, and Templates.

Creation of database views to extract the data from different CMDB tables and generate the reports.

Responsible for defining a new IT organization structure to support redefined IT Service Management strategy involving Application Development (SDLC/Agile/DevOps), IT Operations, IT Infrastructure, Platform Services, ERP, Productivity Services, and IT Delivery and Support organizations. Objective was to unify and improve IT Service delivery to various business lines. Responsibilities included.

Worked on identifying the users, groups, categories and following the ITIL standards while designing these solutions.

Communicated with external web services using SOAP and REST Messages.

Expertise on creation of workflows for Service Catalog items in Service Now.

Worked on Active Directory using LDAP integration and worked closely with Service-Now team and Infrastructure team to facilitate this integration.

Developed lot of client scripts, UI Policies, Script Includes, Business Rules across the application as per the requirement Configuring Email, inbound and outbound email actions and developing mail scripts on need basis.

Scheduled cloning and migration of data from instances with ServiceNow.

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

Client: Huntington Bank, Columbus, Ohio Sept 2015 to May 2016

Designation: ServiceNow developer/Administrator

Responsibilities:

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

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

Participated in meeting with SME's and Project Managers to analyze the requirements and developing the workflow design of request items using Agile Methodologies.

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

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

Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.

Expertise on using DISCOVERY to load configuration information to CMDB.

Developed Integration with System Center Configuration Manager (SCCM).

Performing integrations and process automations using ServiceNow Orchestration or other mechanisms.

Develop and deliver customized portal web pages in ServiceNow using Bootstrap and AngularJS, JavaScript frameworks

Involved in customization of forms for various ServiceNow applications.

Rendered data using Ajax and mustache template.

Sr. Developer for Service Catalog, rating systems, Service Requests configurations, AD Integration using SAML, Integration of federated CMDB through ServiceNow Mid-Server technologies.

Imported data into CMDB using Transform Maps and build relationships manually for CI’s which are not in scope of discovery.

Configured end to end process for Knowledge management, and worked on the knowledge Centered Support (KCS) plugin.

Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Angular JS, Soap, web services, CSS, HTML5.

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

Developed CMS Pages and linking the pages in service portals using Angular JS.

Configured multiple forms for Asset module using Configuration Management Database.

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

Created database views to pull the reports on variables that are being used by catalog items.

Development and Implementation of ServiceWatch for Automation of IT operations Management (ITOM).

Used ServiceWatch for discovering and mapping the relationships between IT components that comprise specific business services, even in dynamic virtualized environments.

Written Catalog client scripts and UI policies to make client side changes.

Created the UI pages to use them in catalog items, Implemented using UI scripts.

Created Knowledge articles to document the steps in creating the catalog items.

Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record.

Designed and created homepages including basic reporting, gauge configuration and dashboard presentation.

Involved in performance tuning of the ServiceNow and also worked on System Diagnosis.

Client: JPM Chase, Columbus, Ohio July 2014 to Aug 2015

Designation: ServiceNow Developer

Responsibilities:

Worked with clients to assess the current state processes and tools, responsible for defining ServiceNow requirements. Responsible for developing and configuring the ServiceNow platform.

Worked with the stakeholders to gather requirements for the attributes required to develop Service Catalog items.

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.

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

Worked on Migration of Update sets between System Environments.

Development of additional notifications and supporting workflow to send additional data and attachments

Development of custom applications and tables to meet client specific requirements.

Customization of the ServiceNow system, including creating workflows.

Built 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 configuring the CI relations in CMDB.

Configured multiple forms for Asset module using Configuration Management Database.

Created metric reports, scheduling reports and integrated them with the third party.

Enhancing the existing LDAP integration and modifying business rules.

Involved in a Proof of Concept project in implementing the CMDB with Discovery and ServiceWatch.

Performed mapping using ServiceNow ServiceWatch.

Responsible for setting up REST and SOAP inbound and outbound messages to integrate with ServiceNow.

Implemented out of the box Performance Analytics module for ServiceNow Helsinki.

Developed custom score cards, dashboards and Generated Reports.

Customized widgets to view and maintain the widgets.

Developed various Scorecards, break downs, data collectors and developed custom ACL’s for different roles in performance analytics.

Client: FedEx, Memphis, TN Oct 2012 to June 2014

Designation: ServiceNow Admin

Responsibilities:

Worked on end to end implementation of CTI 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.

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

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

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

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

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.

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

Worked with Apache Jelly to create various kinds of UI pages and Macro templates.

Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.

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

Developed reports as per requirements from management.

Managing Ec2 Dashboard Instances, Creating Volumes Attach Volumes to Instance.

Create Security groups in Ec2 Instances Documented all implementations and best practices defined within team.

Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases.

Conducted POC for IBM Security Identity Management (ISIM) (also known as ITIM) for integration with ServiceNow.

Worked on the things relating to ServiceNow Discovery, Automation, CMDB population, Security & roles.

Currently working to develop new service catalog items and fix bugs in incident, problem and change management.

Client: IBM Technologies, Hyderabad, India July 2010 to Sept 2012

Designation: Remedy Developer

Responsibilities:

Service Support for BMC Remedy 5.1 Application Contributions:

Identified existing defects and cleaning up the same with the fixes.

Implemented new features through change management process with proper analysis, design and development in remedy platform.

Infrastructure Support.

Handled Configuration Data Requests.

Project Details: BMC Remedy Upgrade from 5.1 to BMC Remedy ITSM 7.6.03.

Contributions:

Explained the existing 5.1 legacy application in order not to miss any features while upgrading.

A key member to analyze the new features and mapping it to the existing feature

Documented the existing integrations at a Low Level.

Quickly learned ITSM Process in new 7.6.03 setup and drafted user manuals.

Participated with the installation of 7.6.03 set up.

Used Web services for transmission of large blocks of XML data using (SOAP).

Used XML and SOAP with SAX parser to transfer data between applications.

Used Entity Java Beans for persistence.

Used SQL stored procedures with JDBC API for storing, updating user request.

Participated in database design using Oracle.

Used Web-sphere Application Server 5.0 for deploying various components of application.

Strong team player, ability to work independently and in a team as well, ability to adapt to a Rapidly changing environment, commitment towards learning and also a subject-matter expert (SME) having good knowledge in different technologies.

Client: Virtusa, Chennai, India Dec 2009 to June 2010

Designation: Remedy Admin

Responsibilities:

Gathering, Analyzing and Documenting Customer business needs and aligning Customer needs and requirements with the best practices according to ITIL through set of extensive and oriented workshops and professional consultation service.

Drafted Remedy ITSM/Atrium functional and Technical Design Documents.

Collected Foundation and Application Configuration Data by guiding the customers with the templates to fill in.

Designed Service Desk (Incident and Problem Management) and Change Management decisive business processes.

Designed Service Catalogs for customer's IT, HR and Operations department through SRM.

Implemented Service Request Management, Knowledge Management and Service Level Management.

Provide BMC Remedy consulting recommendations for architecture, data model, code customizations, and integrations.

Designed and implemented BMC Remedy integrations with other systems.

Service Catalog, Request able offering, Resource & Service Provider configuration.

Defined Approval Process for the Change Request, SRM and Work Order Management.

Training and Educating Remedy ITSM Applications and Platform AR Admin Training.

Work with other Application Developers (in terms of integrations) and application administrators in troubleshooting issues with the BMC Remedy applications/infrastructure.

Identifying the Improvements through Health Checkups and implementing it through Change Requests.

Education

Bachelors of Engineering – Prathyusha Institute of Technology and Management, Chennai, India.

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