Service Management

ServiceNow Developer/Admin

Sai Phani

Email: ***********@*****.***

Contact: 609-***-****

Executive Summary

• 6+ Years of strong IT experience in Software Design, Development, Analysis, Testing and Implementation with 3 years in Java UI development & 3+ years in ITSM Implementation using ServiceNow tool.

• Expert in ServiceNow with 3+ Years of experience on implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Problem management, Service Request Management, Discovery, Change Management and Release Management with extensive knowledge on Content Management System.

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

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

• Extensively worked with Fuji, Geneva, Helsinki and Istanbul releases of SERVICENOW and good experience on upgrading the instances.

• Extensively worked in creating customized service portal, UI Pages, Application Work Flows as per the client need.

• Knowledge in Orchestration.

• Experience working on Problem and Knowledge Modules and creating Access control list (ACL’S) to restrict the modules available to specific users in each department.

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

• Configuration and customization of Help Desk, Change/Incident/Problem/asset Management Modules including: Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions based on user requirements.

• Knowledge in Powershell Scripting.

• Extensivley worked servicenow reporting, creating customized dashboards, Key Performance Indicator (KPI’S) reports.

• 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.

• Experience in handling BAU activities which includes Service Request, Incident and scheduled CMDB data load.

• Involved in managing system configurations, gathering and documenting user and process requirements, developing workflow customizations, and performing quality assurance testing, user acceptance testing and third party integration for ServiceNow platform.

• Development and customization of various modules in ServiceNow to fulfill the client ongoing IT Services.

• Expertise evaluating the performance of SQL statements and PL/SQL modules.

• Demonstrated ability to manage and direct internal/external clients around all key technical decisions during project delivery and project work of advanced ServiceNow development.

• Able to handle different projects concurrently and Lead experience.

• Technical support to the team, reviews of deliverables, communication with offshore team, track all the deliverables and to impart on job training to the team.

• Knowledge and experience with report delivery methodologies, analytic modeling, and data visualizations for Key Performance Indicator, scorecards, and process flows.

Educational background

Masters in Computer Science, Northwestern Polytechnic University, CA, USA

Technical Skills

ITSM Tools

ServiceNow, ITSM Suite

Programming Languages

Java, C, C#, HTML, XML, JavaScript, SQL

Scripting Languages

Java Script, Glide Script, Jelly Script, Angular Js, VBScript

Databases

Oracle, MYSQL, PL/SQL, SQL Server

Web Technologies

HTML, XML, CSS, RESTful web services

UI Technologies

Content Management system (CMS), DOM, DHTML, XHTML, Adobe Suite (Photoshop, Dreamweaver

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Flash), JavaScript, AJAX, JQuery, JSON, DOM, DOJO, Responsive Web

Design

Professional Experience

McGraw Hill Financial, NJ Aug 2016-present

ServiceNow Developer/Admin

Roles and Responsibilities:

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

Performed Change/Incident/Demand/Service Catalog/Asset/CMDB Implementations.

Coordinated and communicated with the Process/Business team to get the requirements.

Created custom Reports based on User request.

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

Created custom Notifications for Incident and Change.

Imported data using transform maps on weekly bases to manage the CI, Location, Asset data.

Migrated Update sets between System Environments.

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.

Orchestrated the efforts of vendors, and internal divisions/departments to internalize new IT Asset Management processes.

Involved in number of IT Dashboard Creation (Work to Review, Executive, Current state and Enterprise Controls), Report Creation and Gauge Creation for Engineering Team

Manage ITIL Processes monitoring overall system performance using the ServiceNow performance Analytics dashboard.

Developed ESS (End User Service Portal) for resolvers we have provided an ESS portal link under self service module in resolver screen.

Worked in AGILE module in ServiceNow and maintaing the Stories, Sprints and releases and track the Sprint development activities.

Development of various ServiceNow applications like Incident Management, Problem Management, Configuration Management, Discovery, Portfolio Project Management(PPM) and CMDB.

Implementation of Software Asset Management, ServiceNow Change Management.

Integration with APIs and backend systems to provide administration/information from website to systems.

Implementation of changes to improve automation and efficiencies in ServiceNow.

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

Worked on CMDB data upload and transforming the data form temp tables using transform maps and creating business service relationships and mapping.

Worked on UI15 and UI16 plugins.

Mapping the user requirements / enhancements to Service Now entities and providing estimation for end to end development of requirement.

Managing ServiceNow (Change Management) ITIL Automate and standardize business processes for all

Go-Lives. Consolidating all global IT to a single system of record.

Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.

Configured Response and Resolution SLA’s and SLA’s breach notification to respective teams.

Configuring email notifications to the requester and assignment groups based on the requirements with a dashboard link.

Created email inbound actions and creation of Incident to Service Request.

Responsible for Development Team Performance and involved in grooming & mentoring team members on various processes.

Environment: CMS Designing & Development, Script Include, Java Script, Client Scripting, Jelly Scripting, Service Catalog Workflows, Incident, Service Request, Problem, Knowledge, CMDB, Transform maps, Service portal, Helsinki, Email inbound actions, ACL’S, SLA’S

Medtronic, Eatontown,NJ Feb 2015- Jul 2016

ServiceNow Developer

Roles and Responsibilities

Hands on experience working on SaaS (Software as a Service) based tools (ServiceNow), with focus on implementing ITIL processes.

A ServiceNow master with experience on actualizing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with far reaching learning on Content Management System.

Setting up Configuration Management sans preparation characterizing the CI classes and their connections.

Made standard work processes which are being re-utilized and engendered and took care of numerous custom occasions.

Worked in Servicenow AGILE Environment with two weeks sprint.

Involvement in the improvement and customization of Service Catalog Items and Workflows.

Experienced in the SDLC, sending new applications/modules and controlled code movement from non- creation to generation environment.

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

Created transform maps both automatic field mapping and scripting.

Configuration of Email Notification and Alerts to notify users about specific activities in the system such as Updates to Incident, Change and Problem requests.

Utilized Glide Script in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes to customize the instance as per Business needs.

Created inbound Scripted Web Services to update catalog requests with PO Number from Tally.

Created complex work flows for both standard and nonstandard catalog items.

Worked on PPM project management and demand management.

Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.

Created and secured reports Using Reports Module in Servicenow.

Migrated code between environments using Update Sets.

Created groups and created custom roles to users as per the need.

Created custom work flows for auto assigning of service request an incident with customized SLA work flows.

Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.

Environment: ServiceNow, JavaScript, Email Inbound action, ACL, SLA, Email notification, Script include, Aglie, Demand, Record Producer, Work flow, Reports, Dashboards, CMDB, Transform maps, Scheduled import sets, Incident to service request creation.

Gentech Technologies, India Nov 2012– Jun 2014

UI Developer

Roles and Responsibilities:

Involved in the Software Development Life Cycle phases like Requirement Analysis, Implementation and estimating the time-lines for the project.

Responsible for transforming design mock-ups to W3C standards compliant HTML pages using XHTML, CSS, JavaScript, and JQuery, XML and XSLT.

Involved in developing the UI pages using HTML, DHTML, CSS, JavaScript, JSON, JQuery and Ajax.

Developed presentation-tier JSP pages in HTML, Implemented JQuery Data Grid control, Validation control and other Widget controls.

Developed Web forms/user interfaces using Struts MVC, JQuery and JSP.

Used Ajax Controls, Web forms, JavaScript and HTML for Commission, Payment and Inventory reports.

Worked on AJAX controls like Update Panel to manage the post back of the web page to server, AJAX Scripting Manager and Script Manager Proxy controls to register JavaScript and web service files.

Used JavaScript accordingly for validation purpose, browser detection and controls.

Developed various AJAX controls and widgets to build a rich User Interface for the application.

Created Windows services to create automation processing of XML.

Used Cascading Style Sheets (CSS) to maintain design consistency across all web forms.

Involved in developing JQuery and AJAX wrapper classes for fast retrieval of data and for animations.

Created Model objects using Entity Data Model with Entity framework using Hibernate.

Worked with XPath, XML Node, XML Data documents to synchronize with dataset.

Involved in production support and raised tickets using Servicenow tool.

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

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

Imported active directory to service now using data sources.

ENVIRONMENT: JavaScript, CSS, HTML, JQuery, XML, XPath, AJAX, MVC, Junit, Angular JS, Oracle, Windows.

Rio Grande Tek, Hyderbad,,India May 2011- Sep 2012

UI Developer

Roles and Responsibilities

Hands on experience working on SaaS (Software as a Service) based tools (ServiceNow), with focus on implementing ITIL processes.

Analyzed business requirements, participated in technical design, development and testing of various modules assigned.

Worked on Design, UI, wire-framing HTML, CSS, JQuery, JSP, accessibility, and optimization.

Translated designs and style guides into functional user interfaces, ensuring cross browser compatibility, performance and robustness.

Worked with Photoshop, HTML, and CSS for website design, JavaScript for scripting, and used JDBC to connect SQL Server for server-side programming on IIS Server.

Responsible to manipulate HTML, CSS in jQuery as well as making the pages dynamic using AJAX, JSON and XML.

Involved in implementing MVC design pattern using Angular JS.

Monitored and analyzed Web site activity, traffic and key metrics and SEO techniques.

Involved and worked on various marketing projects like Social Media, Ad-words, Custom Search, and Google analytics etc.

ENVIRONMENT: Java, XML, CSS, HTML, JavaScript, UML, Eclipse IDE, WebLogic, Junit, Oracle, Windows.

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