Service Management

Venkat

Role: ServiceNow Admin/ Developer

Professional Summary:

A qualified IT professional with almost 9 years of experience including 5 years of experience as Service-Now developer and administrator.

Experience in SDLC (Software Development Life Cycle).

Working experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.

Developed portals from the scratch by using out of box configuration features.

Experience in designing, developing, customizing and administering ITSM suite of applications.

Experience in working as MySQL DBA.

Experience in configuring different modules of Service-Now.

Good knowledge about ITIL standards which are helpful in development and customization of ITSM Applications.

Used SQL scripting to write queries in Service-Now.

Good experience with Fuji, Geneva, Helsinki, Istanbul and Jakarta.

Migrated Service-Now environment from Fuji to Helsinki.

Experienced in Migration process in Service-Now.

Service-Now Technology Analyst with experience on implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.

Good knowledge on Service-Now Discovery module, comfortable deploying discoveries in a multi-datacentre environment. Proven Service-Now implementation experience. Multi-domain/service provider model experience within a SNOW platform.

Designed, configured and implemented solutions using Java Scripting.

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

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

Developed integration with System Center Configuration Manager (SCCM).

Experience in Application Architecture, Analysis, Technical Design, Development, Implementation, Performance Tuning, Testing, Configuration Management.

Understanding of IT Service Management (ITSM) and the ITIL business process along with maintenance of service level agreement (SLA) and monitor an SLA workflow.

Create, monitor, modify, and publish service catalog workflows with approvals.

Maintain Single Sign-On integration and create an access control rule (ACL).

Use of scripting tools and Service-Now functionality to create script to automate routine tasks being done in Service-Now.

Configuration Development and development of Requirement Integration components (SSO, LDAP).

Familiar with Service-Now Content Management System (CMS).

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

Strong experience in working on user interface applications and professional web applications using HTML 4.0/5, XHTML, CSS3, JavaScript, JSON, AJAX, Require JS, Bootstrap and XML.

Capable of learning quickly and delivering solutions as an individual and as part of a team. Self-motivated Team player with excellent interpersonal and communication skills.

Adaptive to team environment and the capability of completing complex tasks independently.

Technical Skills:

ITIL

ITSM, ITIL, Service Now, CMS, SCR, SAM, and LDAP

Programming Languages

C, C++, Java, ASP.Net(C#), SQL

Web Technologies

XML, HTML, JavaScript, CSS, PHP

Software Methodologies

SDLC, Waterfall, Agile

Databases

Oracle 10g, MySQL

Database Tools

SQL Client, SQL Developer

Web/Application Servers

Web Logic 10, Apache Tomcat, Windows Exchange

IDE

Eclipse

Tools and Packages

Rational Rose, Maven, MS Office, MATLAB

Operating Systems

Windows, Linux, Mac

Professional Experience:

Client: Centers for Medicare & Medicaid Services (CMS)

Role: SME, Sr. ServiceNow Developer/Admin Oct 2017 – Till Date

Responsibilities:

Analysed the stories and converted them to Enhancements in the Scrum application inside ServiceNow.

Implemented Incident, Problem, Change management, Asset Management.

Worked on UI customizations to add Tables/Fields, UI Policies, UI Actions, Business Rules, Client Scripts, and Script Includes.

Creating new Groups and adding Users to the groups in service now.

Involved in building end to end Change Management process flow, Form customizations, email notifications creation, creating different types of workflow to carry out different process flow with respect to the type of the Change ticket.

Have a clear understanding of developing server-side scripts and client-side scripts in a domain separated instance.

Created Service Catalogs to Establish and interact with key process applications including Incident, Problem, Change and Knowledge Base.

Using Import Sets for data loading from external file or database to the ServiceNow.

Created and used update sets to move customizations between the instances.

Worked on different areas of scripting in ServiceNow and have created different configuration records like background scripts, fix scripts, client scripts, UI scripts, Business rules, Script Include, Transform Scripts, Script actions, inbound email action scripts etc.

Working with dynamic HTML components: AJAX, JavaScript, CSS, XML, HTML and XHTML.

Expertise in instance maintenance activities like preparing the instance for Upgrade/Clone.

Built custom application ‘Program Oversight’ from scratch and converted the functional requirement shared by the customer to a custom application as per the best practice suggested by the ServiceNow.

Created Several Email Notifications for custom applications and as well as for the OOB applications.

Created Inbound email actions to process the incoming emails either to do a record action or to send a reply email.

Environment: JavaScript, JQuery, Html, CSS, Glide Script, ServiceNow (Istanbul, Jakarta), Web Services, Asset management, Reports, Knowledge Management, Incident management, problem management, Change management, Service Catalogs.

Client: HESS Corporation, Houston, TX

Role: Technical Lead ServiceNow Developer/Admin June 2017 – Oct 2017

Responsibilities:

Involved in analysis of end user requirements and business rules based on given documentation and worked closely with tech leads and Business analysts in understanding the current ServiceNow system.

Setup the process for Incident Management, Problem Management, Knowledge Management, Change Management, Asset Management, and Service Catalog.

Involved in coding the Business Rules (Server Side Scripting), Client Scripts (Client Side Scripting), Script includes in the ServiceNow.

Imported Configuration Items(CI) from third party applications using import set tables.

Created various catalog items, record producers and Order guides for on boarding using variables, variable sets, catalog client scripts and catalog UI policies.

Created Email Templates and Email Notifications.

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

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

Implemented LDAP Integration to load user and group data to Service Now using Import sets and Transform Maps.

Implemented Bi-directional integration using REST.

Involved in migration of Fuji to Jakarta.

Created various SLA Definitions as per client requirement with the Incident Management applications.

Setting up Service Level Agreements (SLAs) and monitors SLA workflows, creates and tracks Service Catalog requests, and items with variables

Functional knowledge and implementation experience of ITOM.

Worked with ServiceNow Event Management by configuring Event Mapping Rules, Event Transform Rules, Alert Rules, and Incident Templates.

Created custom incident mapping rules table and script include to convert alerts to incidents.

Automated HR Training compliance process by creating custom application, workflows with orchestration activities.

Created Order Guides for New Employee and Contractor On boarding, Terminating Employee, and Transfer of Employees.

Worked on Configuration Management Database (CMDB) and Asset Management Database (AMDB).

Implemented service asset management policies and standards into best practices.

Environment: JavaScript, JQuery, Html, CSS, Glide Script, ServiceNow (Fuji, Istanbul, Jakarta), Web Services, Asset management, Reports, Knowledge Management, Incident management, problem management, Change management, Service Catalogs.

Client: CIT Group, Livingston, NJ

Role: Sr. ServiceNow Developer/Admin Jan 2017 – May 2017

Responsibilities:

Development of Service Catalog which includes creating new Catalog items, designing workflows and execution plans.

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

Created Data Sources and Used Import sets and Transform maps to import data into ServiceNow.

Involved in Creation and modification of various UI Policies, Data policies, Client scripts, Business Rules, Script includes, UI Actions.

Involved ServiceNow in CTRL-M automation.

Created Catalog Items for CTRL-M Automation Team based on the requirements.

Handled Networking team based on their requirements in ServiceNow.

Customized CMDB Dashboard.

Customized widgets in CMDB.

Integrated Microsoft SCCM with ServiceNow for pulling the entire configuration item into ServiceNow.

Upgraded ServiceNow lower instances Dev and Test from Helsinki to Istanbul.

Implemented Performance Analytics (PA), Key performance indicators (KPI) of incident and problem management as recommended by ITIL.

Worked on Configuration Management Database (CMDB) and Asset Management Database (AMDB).

Involved in CG4 module integrations to update Assets.

Creating / Updating the service catalogs or catalog items into the Employee self-service portal (ESS portal).

Created login pages to ESS portal

Created IT Service Portal.

Involved in integration with ServiceNow by using REST APIs.

Implemented Service Catalog, CMS, MID Server, Integrations with LDAP, and other applications external to ServiceNow.

Administration of a ServiceNow instance including the delegation of groups, modification of CMS, workflows, business rules, UI pages, UI actions, UI policies, ACLs, Catalog items and updates of all other existing solutions requiring revisions.

Worked with process owners and Stakeholders for gathering requirements and created user stories by breaking the requirement.

Environment: JavaScript, JQuery, Html, CSS, Glide Script, ServiceNow (Istanbul), Web Services, Asset management, Reports, Knowledge Management, Incident management, problem management, Change management, Service Catalogs.

Client: Santander, Dallas, TX

Role: Sr. ServiceNow Developer/Admin April 2015 – Dec 2016

Responsibilities:

Involved in Requirement Gathering and Analysis, Development, Testing and deployment of multiple ServiceNow modules.

Identified and Recommended the ITIL v3 methodologies to delivered technical methodologies around the ServiceNow platform.

Involved in creation, testing and deployment of a Custom application in to production using of change record.

Involved in migration of Fuji to Helsinki.

Expertise in Notifications System Configuration.

Worked on Configuration Management Database (CMDB) and Asset Management Database (AMDB).

Implemented service asset management policies and standards into best practices.

Evaluated existing asset management and improved system for efficiency and effectiveness.

Identifying and reconciliation of data from different data sources.

Performed Data migration to import data from other applications and external databases.

Strong in Problem Solving Skills.

Created and customized various front-end forms.

Created import schedules in ServiceNow by using SCCM.

Administered and activated integrations in SCCM by using JDBC plugins.

Creating / Updating the service catalogs or catalog items into the Employee self-service portal (ESS portal).

Created login pages to ESS portal

Created IT Service Portal.

Created record producers.

Created Update Sets to migrate customizations from one instance to another instance.

Created various SLA Definitions as per client requirement with the Incident Management applications.

Provided L4 support on incident management.

Created Email Templates and Email Notifications.

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

Gathered requirement from stake holders for attributes needed to develop Service Catalog items.

Creating / Modifying the Knowledge base articles with workflows and their approval process.

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

Worked on creating, monitoring, modifying and publishing service catalog workflows with approvals.

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.

Developed reports as per requirements from management.

Documented all implementations and best practices defined within team.

Environment: JavaScript, JQuery, Java, Html, CSS, Glide Script, MySQL, ServiceNow (Helsinki), Web Services, Chat, Asset management, Reports, Knowledge Management, Incident management, problem management, Change management, Service catalogs, Ess portal.

Client: PSE & G, Newark, NJ

Role: ServiceNow Developer Dec 2013 – March 2015

Responsibilities:

Involved in analysis of end user requirements and business rules based on given documentation and worked closely with tech leads and Business analysts in understanding the current Service-Now system.

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

Worked with UI Policies and Data Policies.

Involved in coding the Business Rules (Server Side Scripting), Client Scripts (Client Side Scripting), Script includes in the ServiceNow.

Setup SLA’s for Incident, Problem and Change.

Performed LDAP Integration to get user information into ServiceNow.

Worked on modules like Service Catalog, Incident, Problem, Change and CMDB.

Worked on simple to complex Workflows to perform Orchestration and integrating to 3rd party tools.

Created a Scripted Web Service to capture data from Amazon S3 and update in Service-Now.

Worked on Notifications and Inbox email actions.

Fixing the identified bugs, by finding the root cause by causal analysis.

Environment: Html, CSS, JavaScript, Glide Script, ServiceNow (Fuji)

Client: JP Morgan Chase, Lewisville, TX

Role: ServiceNow Developer/Admin Aug 2012 – Nov 2013

Responsibilities:

Development of Service catalog which includes creating new Catalog items, designing workflows and execution plans.

Created functional and technical specifications documents for various Service Now modules.

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

Coordinating the instance upgrade activities.

Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.

Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.

Worked on CMDB from the scratch.

Worked on domain separation.

Configured multiple Catalog Items Front-end web / GUI components using JavaScript, SOAP, Web services, CSS, HTML5.

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

Configured multiple forms for Asset module using Configuration Management Database.

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

Creating Database views to pull the reports on variables which are being used by catalog items.

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

Creating the UI pages to use them in catalog items, implemented using UI scripts.

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

Working on different kinds of variables and variable sets.

Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.

Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.

Writing script includes invoking them in reference qualifiers or variable scripting.

Integrating Service catalog module with 3rd party monitoring tool using Web Services and fixing the issues which come up while the tolls are getting interacted.

Environment: JavaScript, Html, CSS, Glide Script, ServiceNow (Eureka), Web Services.

Client: United States Patent and Trademark Office – Alexandria, VA

Role: UI Developer Sept 2010 – July 2012

Responsibilities:

Involved in translating Business Requirement into Technical Requirement.

Involved in all the phases of SDLC including Requirements Collection, Design and Analysis of the customer specification from the Business Analyst.

Involved in developing the UI pages using HTML, CSS, JavaScript, JSON, jQuery, AJAX.

Designed UML class diagrams and Use Case diagrams to understand the code easily.

Oracle9i database was used as back-end layer.

Used JDBC API to communicate with the database.

Developed various test cases such as unit test, mock test and integration test using JUnit.

Used jQuery and AJAX for service calls on pages to interact with the server for information.

Utilized various JavaScript and jQuery libraries, AJAX for form validation and other interactive features.

Used AJAX, JSON to send request to the server to check the functionality of the website.

Developed the presentation layer and GUI framework that are written using JSP.

Client-side validation was done using JavaScript.

Extensively involved in the development of Java Server Pages (JSP).

Involved in performance and SQL Query optimization.

Environment: HTML, JSON, XSLT, CSS, JavaScript, AJAX, Adobe Photoshop, PHP, MySQL.

Client: UTI Bank, India

Role: Java Developer May 2009 – Aug 2010

Responsibilities:

Deployed application on Tomcat server and also configure using Web Sphere Application Server.

Used MVC Framework to implement the required functionalities for the modules.

Designing the system and documenting Use Cases, Class diagrams, Sequence diagrams.

Design and develop Servlets, Session and Entity Beans to implement business logic and deploy them on the Web Sphere.

Involved in development of user interface using JSP, HTML and JavaScript.

Developed SQL Queries, Stored procedures in Oracle.

Develop the User Interface Screens for presentation logic using JSP, Struts, Tiles and HTML.

Involved in Configuring web.xml and struts-config.xml according to the struts framework.

Environment: Java, JSP, Struts, Tomcat, Selenium, Oracle 9i, Windows NT 4.0, Windows 2000 workstation/Server, WebSphere Application Server, Windows XP.

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