Sr. ServiceNow Consultant

Email – ********************@*****.***

SrikanthReddy Phone- 803-***-****

ITSM Consultant/Administrator

SUMMARY OF SKILLS

Around 7+ years of experience in IT industry with around 5 years’ experience in ServiceNow. Involved in providing Service & Solutions in IT Infrastructure Support Services with expertise in Service Now and BMC Remedy ITSM suite with good experience on Development, Maintenance and administration Have exposure to IT Service Management tools with hand on experience in Incident Management, Change Management, Request Management, Service Level Management, Asset Management / CMDB and reporting applications.

Experienced in Due Diligence and requirement gatherings for various modules for Configurations/Customizations and to provide the support before and after the go live phase.

Experience in ITIL process / structure.

Experienced on the Service Request Management to build a fully customized module using the Advanced Interface Forms and Various integrations.

Experience in providing tool training to End Users and Customers.

Supervised permanent and contract personnel. Excellent communication skills with an ability to interface at all levels.

Experience in conducting workshops for Clients, gathering requirements, and creating functional and technical specification documents for different Modules.

Experienced in working for Asset Management and CMDB Implementation and Solutioning which includes conducting workshops for Clients and defining a CMDB and Asset Management as per best practices.

Analyze changes to IT services ensuring those services are not impacted. Undertake a risk assessment of those changes and ensure there are no scheduling conflicts which may increase risk to service. Understand and plan the future of change activity for a particular service line (s).

Experience of Project Transition as an onsite and offshore team member.

Handling highly demanding customers for delivering End to End IT Infrastructure Solutions.

Provided necessary feedback to the team during the testing phase of the ITSM Project Implementations.

Experience in doing CMDB bulk data, load data reconciliation with the help of transform map and transform script in ServiceNow.

Hands on Experience on Asset Management which includes configuration of Software Contracts and License Certificates.

Worked on the Integrations including Email and web services.

Experienced in Upgrade activities, Clone activities and maintaining production and non- prod

environments.

Involved in environment promotions and managing ServiceNow using Update-Sets.

Experience in working with Calgary, Dublin and Eureka, Fuji. Geneva, Helsinki versions of ServiceNow.

Strong knowledge and experience in all the phases of SDLC.

Experience in various software development practices Agile, Waterfall etc.

Efficient in client management skills, presentation skills, operational metrics, time management, analytical, great communication and interpersonal skills.

Technical Tools:

ITSM Tools: Service-Now, ITSM Suite, HP Service Manager, HP Asser Manager

Languages: C, C++, Java, J2EE, HTML, XML, JavaScript, SQL

Databases: Oracle 10g, SQL Server 2005

Application Servers: IIS 5.0, Apache, Tomcat, WebLogic

Operating Systems: Windows 7, Windows 2008/XP, UNIX

J2EE: JSP, Servlets, Struts, Spring, Hibernate, JNDI, JMS

Certifications: Certified Servicenow Administrator

PROFESSIONAL CERTIFICATIONS and TRAININGS

ITIL Foundation 2011 (Trained and Certified)

Service Now System Administrator (Certified)

CMDB Development and Implementation (Trained)

WORK EXPERIENCE

Client: HPE- Little Rock, AR Nov 2016 – Till Date

Designation: Sr. ServiceNow Consultant

Responsibilities:

Design, prototype, implement, and test technical solutions for ServiceNow implementations.

Develop custom integration components (SSO, LDAP, etc.) and integrate legacy systems with

ServiceNow using mid-server, web services, email and other relevant technologies

Supported HR Case Management Module which is integrated with Work day.

Identify system deficiencies and recommend solutions.

Created new Business Rules/Script Includes/Client catalog script/Client Script using JavaScript, Angular Js and front end related HTML, CSS, Boot Strap.

Worked on File builder to generate file to accommodate file based integration.

Worked on Inbound and Outbound Integrations.

Worked with Asset team to check for the data collected through discovery is accurate.

Worked on various integrations and created Data sources for importing data into service now.

Configured Service manager to ServiceNow integrations.Used ITIL practices to implement ServiceNow applications in phase by phase approach.

Gathering the requirements from the Business Team and creation.

Creation of Applications, Modules, tables, Columns as per the requirement specification in ServiceNow.

Worked on CMDB and populated the CMDB by importing the data of IT assets into the system.

Responsible in building Catalog items in ServiceNow.

Responsible in building SLA and generating Reports in ServiceNow.

Participated in validating Form and Table level using UI Policies in ServiceNow.

Creation of technical, functional specification documents as per the requirements.

Involved in Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge.

Designed and Implemented end to end Servicenow MSP (domain separation)

Designed and Implemented Processes Incident, Problem, Change and Knowledge Management

Integrated third party tools like Aptian, Splunk, Science Logic and Jenkins.

AD Integration with SSO One Login

Service Mapping - defining Business & Technical Services, discovery pattern, entry points and perform vertical discovery

Automate HR onboarding through workflow Automation.

Worked on migration between various ServiceNow environments using Update Sets.

Using import sets migrated the data from internal ServiceNow tools into the portal.

Expertise in ServiceNow scripting including Business Rules, Client Scripts, Script Includes.

Created SLAs and participated in running SLAs and responsible for closing successfully in ServiceNow.

Defined users, groups and roles and providing accessing permissions in ServiceNow.

Client: General Motors, Austin TX May 2016 –Oct 2016

Designation: Sr. ServiceNow Consultant

Responsibilities:

Working with the Process owners from Client side for discussions, capture requirement and document them in the requirement specification documents for each process.

Working with offshore team to check the progress and work on the activities assigned.

Extensively working on the defining and designing Service Level Management and the configurations of SLA’s as per the requirements captured.

Involved in Requirement gathering for different ITSM modules.

Developed solutions in the service-now platform that are ITIL V3 compliant and defined business solutions for ITIL users.

Developed and documented Servicenow development support model

Troubleshoot and resolve Servicecnow defects and support new enhancements

Implement and Optimize Service Catalogs.

Designing and Configuring Performance Analytics, Self Service Portal (Helsinki)

Worked as a Business Analyst for Service Now ITSM tool.

Capturing requirements and updating Requirement Traceability matrix for various processes / modules of ServiceNow ITSM such as Incident, Change, Problem, Request, Service Level Management and Asset Management.

Designed and implemented new functionality using UI Policies and Data Policy.

Compiling and delivering Monthly reports using the data present in the Service Now ITSM to various Stake holders.

Client: Mozido, Austin TX Nov 2014 - May 2016

Designation: ServiceNow Consultant

Responsibilities:

Involved in all client communication and was only point of contact for all client discussions.

Provided Demos and webinars for SRM implementation.

Involved in UAT phases to achieve client satisfaction and manage delivery.

Managed/Lead a team of around 10 people to deploy the final solution.

Involved in Requirement gathering for providing Service Request Management Solution.

Implemented Service Request Module for both Hilton and Cincinnati Bell.

Uploading of all configuration Data such as Company, Region, Product and Operational categorization, Group information setup with the use of Data management utility.

Configuring the Reporting server to use Dashboard and BMC Analytics.

Integrated Servicenow to Servicenow Record Producer (bidirectional) using direct and indirect web Services.

Integrated Servicenow to Servicenow Record Producer developed on SC Catalog item using Scripted web services

Integrated Servicenow to Servicenow Incident using direct and indirect web Services

HR Onboarding and Off boarding - Orchestration AD Integration.

Instrumental in providing Training, creation of Training material for support as well as end users.

Test cases and testing of various modules.

Provided trainings to the End User.

Provided Admin Training to the Support Users for handling the maintenance issues.

Responsible for overall delivery of the Request Management solution to the customer.

Direct/Single Point of Contact for the Customer.

Client: PNC Bank, Pittsburg- PA Jan 2014 - Oct 2014

Designation: CMDB Engineer

Responsibilities:

Configuration of Software Contracts and License Certificates.

Configuring License Jobs to handle Software License Management

Automation of License Certificate and Contracts Load using AIE.

Implementation of Drift Management Module for various clients.

Automating the CI and Relationships Bulk Load using AIE

Implementation of Reconciliation Rules for reconciling data from different data sources.

Implemented SACM single handed.

Provided Client demonstration on the tool specially CMDB, Asset Management, Contract Management.

Implementation of different modules of ServiceNow as per requirements and ITIL process – Incident

Management, Problem Management, Change Management, Asset Management and Service

Catalogs.

Developing integrations both inbound and outbound. SOAP & REST.

Setting up Mid-Servers for outbound integrations.

Created ACL’s to grant access to specified users and managing the assignment rules.

Moving Update sets from non-production to production.

Upgrading instance from Eureka to Fuji. Upgrading instance from Fuji to Geneva.

Cloning of production instances to non-production instances.

Performing by weekly releases in production. LDAP, Initial Data Loads, Import Sets, automated integrations and address exceptions.

Customizations in ServiceNow forms as per client’s requirement.

Involved in redesigning the workflows using ServiceNow workflow editor.

Worked on migration between various ServiceNow environments using Update Sets.

Worked on loading the data into ServiceNow using Import Sets.

Worked on Configuration and maintenance of Business Rules (Basic and Advanced), Client Scripts and UI Policies in ServiceNow.

Involved in creating and configuring the SLAs as per the requirement.

Responsible for the acceptance, identification, storage and withdrawal of all supported CIs.

Responsible for ensuring that all the CIs are registered and these records are correct and up to date.

Troubleshooting HPOO and SCOM agent related issues.

Actively Participate in pre-sales meetings with clients and develop solutions for client demo.

Support pre-sales in RFP and SOW documentation

Responsible for Technical Delivery of all Servicenow Projects.

Installation of the Remedy Servers with the base installation of the various ITSM modules which includes Incident Management, Change Management, Problem Management, Service Request Management, Asset Management, and Service Level Management, Knowledge Management on Remedy 7.6.

Installation of servers in Load balancer and HA environment.

Worked on product testing for Atrium CMDB 7.6.04.

Involved in Requirement gathering for providing CMDB Solutions.

Worked on Impact Analysis and Designing Solutions for CMDB.

Involved in Requirement gathering for providing CMDB Solutions.

Worked on Impact Analysis and Designing Solutions for CMDB

Client : Genpact Sep 2012- Jan 2014

Designation: Programming System Engineer

Responsibilities:

Implementation of Reconciliation Rules for reconciling data from different data sources.

Configuration of Software Contracts and License Certificates.

Configuring License Jobs to handle Software License Management.Gathering requirements and providing solution approach for the implementation of Customized CMDB.

Implemented Knowledge Management.

Implemented CMDB discovery and performed Application to Application and Application to Host Mapping.

Integrated Servicenow with Nagios Monitoring

Facilitated strategic leadership in designing, implementing and communicating a delivery model for enterprise IT services that include policies and guidelines for service definition and business case justification, a service level agreement framework, key performance indicators, and flexible delivery capacity requirements

Formulated the IT service management portfolio under a regional services model and coordination of service management efforts across all regions, including the implementation of IT service management processes and procedures, the identification and management of service standards, measurements and reviews, and the development and maintenance of a customer-responsive service catalog

Maintained a close coordination with the service life cycle processes, including service design and transition of new services into production, and identifying potential new services based on client input

Involved in the rollout of new process and modules integrations

Instrumental in the design and implement new functionality

Holds the distinction of handling process design for various service management modules and SLAs

Received specifications from the IT department and delivers a product/release that meets the needs presented. Created Requirements Definitions, and Technical Specifications Documentation

Articulated technical concepts using easily understandable business language

Pivotal in the process of Loading, manipulating and maintaining data between Service-now and other systems

Carried our researches and deployed new releases and/or enhancements into the Servicenow live environment

Performed System and integration testing with sample/live data with Support Services team

Worked directly with IT Management to align Servicenow with IT organization strategy

Maintained and supported Servicenow operational functions

Monitored health, usage and overall compliance of the application

Client: Scope International- Chennai TN

Designation: System Engineer July 2010 – Sep 2012

Responsibilities:

Working as Software Engineer to develop new Service Requests for the customer.

Configuration SRD’s and all data related to SRM.

Working on Approval Chains and approval Mappings for Service Requests.

Troubleshooting Issues for SRM and CMDB.

Testing SR’s that include Simple as well as Advance Interface forms.

Writing Workflows and data Configuration for ITSM.

AR System Foundation Data Configuration

Implemented Reconciliation Rules for CMDB.

Gathering requirements and providing solution approach for the implementation of Advanced Service Request Management.

Customer meetings and module Demos and detailed discussions of the service requests to be implemented.

Documentation related to requirement gathering and Due diligence.

Converted different source of files like excel, text & mainframe files which included shareholder’s information like Name, Addresses, TIN, shares, etc.

Created a JCL on mainframe to convert the files in a predefined 560 file format for processing and mailing shareholder information to the stakeholders Banks, Brokers and Global Institutional Investors

Automated several processes and reduced manual efforts for the team and won several Best Value Add Awards.

Education:

Bachelor in Engineering and Technology Punjab Technical University June 2010

REFERENCES

Available on Request.

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