Service Management

Sravan

Phone: +1-682-***-****

E-mail id: ac3aow@r.postjobfree.com

PROFESSIONAL SUMMARY:

About 8+ years of experience in IT Industry with 5+ years of experience in ITIL and IT Service Management Solutions in IT Infrastructure with expertise in the ITSM suite (ServiceNow).

A ServiceNow expert 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 and Service Portal.

4+ years of experience in Java/J2EE and web application development

Experience developing ServiceNow applications from business requirements and technical design documents.

Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool

Experience in activities related to Configuration like Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions, and Approval Process.

Experience in configuring and customizing all aspects of ServiceNow like UI actions, UI policy, Business rules, Data policies, Client scripts.

Created a responsive service catalog for accessing real time data on the Portal.

Utilized Orchestration to extend workflows to interact with systems and applications outside the ServiceNow instance and automated the process.

Involved in Self-service portal designing, development of Home Page, Place Order for Service Catalog, Knowledge base, creating a service tickets, Alerting users on Outages.

Created new service Catalog items, order guides, record producers and modifying the existing ones as per user needs.

Data from different sources are extracted using data sources and loaded using staging tables. Data loaded is then transformed into target tables using transform maps.

Development experience adhering with SDLC processes like Waterfall, Agile, Test Driven Development.

Experience in custom application development & integration with other tools.

Knowledge of HTML, XML, JavaScript, Integrations (web services, SOAP, email, MID, etc.).

ServiceNow specializes in IT Service Management (ITSM), IT Operations Management (ITOM) and IT Business Management (ITBM) applications and provides forms-based workflow application development

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

Worked extensively on LDAP integrations for obtaining users and groups. Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC.

Involved in determining the relationships using Service now Discovery to find the relationships and service mapping between app instances, applications, business services an infrastructure services.

Expertise in Service Now domain separation management and service now security implementation

Created many Custom Applications like CPA, performing environmental promotional activities from Dev. to QA to Prod

Installing MID Servers and scheduled discovery to find available devices in the network.

Understanding and experience of IT operation management (ITOM).

Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions

Leveraging knowledge and experience to deliver end-to-end methodologies within Service Now, which includes architecting technical and coordinating effort of administrators.

Configured CMDB by integrating SCCM, HPSM and implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort, interfacing with vendors and managers.

Experience in cloud applications and security associated with cloud computing (SaaS/PaaS Environment)

Strong team player, ability to work independently and in a team as well, ability to adapt to a rapidly changing environment, commitment towards learning, Possess excellent communication, project management, documentation, interpersonal skills.

Extensive knowledge of Front End Technologies: JSP, HTML, JSTL, DHTML, JavaScript, JSON, AJAX and CSS, XML, XSL, XSLT.

Extensive experience in working with JavaScript Frameworks like jQuery and JSON.

Extensive experience working with databases Oracle PL/SQL, MySQL and SQL Server

ITIL

ITSM, ITIL, ITOM, Service Now, CMS, BMC Remedy and LDAP

Programming Languages

Java, C, C#, HTML, CSS, Java Script, jQuery, SQL, PL/SQL Angular Js.

Software Methodologies

SDLC, Waterfall, Agile, Scrum

Databases

Oracle 8.x/9i/10g/11g, MySQL, SQL Server

Database Tools

SQL Client, TOAD, SQL Developer

Web/Application Servers

IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat

Technical Skills:

EDUCATIONAL QUALIFICATIONS:

Bachelors of Technology from JNTUH, India – 2009.

PROFESSONAL EXPERIENCE:

MetLife, Cary, NC Oct’2016-Till Date

Role: Service Now Developer

Project Description:

Involved in end to end implementation of ServiceNow solutions. Worked on Service Catalog, Dashboards, and Event Management and Incident Management module customizations along with enhancements. Integrations with other systems and tools and supervised upgrades. Performed day to day administration tasks.

Responsibilities:

Created Applications, Modules, Tables, Columns as per the requirement specifications in ServiceNow.

Involved in creating users, groups, roles and load the data to service now using import sets on daily, weekly or requirement basis.

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

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

Customized the out of the box self-service page according to the requirements. The Service Catalog was replaced with a catalog item giving the users access to create an issue that will go through approval workflow in the customized table.

Perform day to day administration of the ServiceNow tool Maintain business services and configuration item relationships in ServiceNow tool.

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

Designing service portal in Istanbul using HTML, JavaScript, and AngularJS.

Created several widgets and pages for service portal development.

Developed number of codes and test technical solutions for ServiceNow implementations.

Wrote Powershell scripts for automating time consuming or error-prone tasks. Using technologies including .NET, XML, Windows registry, T-SQL (import and export), Active Directory,

Interface extensively with all areas of the organization including Operations and Development.

Performs core configuration tasks including system policies, business rules and client scripts.

Created notifications based on user requirements and configured inbound email actions to create incidents or requests.

Created roles and ACL’s to applications created in ServiceNow.

Created reports for reporting of different ITSM processes.

Created schedules, reports and monitor performance of ServiceNow.

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

Utilized Orchestration to extend workflows to interact with systems and application code outside

Developed appropriate domain architecture and worked on domain separated MSP environment.

Designing Technical Specs pre-development and updated post Development. Developed the business logic based on the requirement.

Worked on the integration of Service Now with Siebel, integrated Service Catalog and Incident module

Assigned new records to domain from a module using domain separation.

Involved in upgrading version of ServiceNow from Istanbul to Jakartha with focus on Service Catalog and have knowledge with patches for same version.

Performed integrations and process automation using Servicenow Orchestration

Created transform maps for importing CMDB data, automatic field service mapping and scripting

Involved in designing, development of Home Page, Place Order for Service Catalog, Knowledge base, create a service ticket, Schedule a call from the service desk and schedule a time for solving the issues with one to one personally.

Environment: Service Now, JavaScript, XML, HTML, Windows, UNIX, AJAX, Middleware, Networking.

BIC Graphic, Clearwater, FL Oct’2015-Sep’2016

Role: Service Now Developer/Admin

Project Description:

Maintaining and updating the database with new customer information. Involved in enhancing and modifying the web page configuration and content in accordance to the business needs. Integrations with other systems and tools and supervised upgrades

Responsibilities:

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

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

Maintained and administered the implemented instance of ServiceNow and performed tasks such as Configuring Users, company, site, location and other existing fields, Support Groups, assignment rules, categorizations, CI data, SLA etc.

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

Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.

Provided technical and administrative customer support, duties included setting up and training new/existing clients, and served as subject matter expert for technical and system related issues.

Planned and implemented a complex, enterprise wide, six sigma, and global, Infrastructure Asset Management In-sourcing project.

Used Power shell and T-SQL combining data from multiple sources.

Gathered all requirements to ensure client's business needs and provided a detailed technical solution

Developed automated service mappings to schedule the load of flat files on daily, weekly and monthly basis

Managed MID Server, scheduled jobs, import sets and transform maps to maintain integration with associated databases and maintain CMDB

Worked in global design team to define ITIL framework and Global multi Domain separation service now Instance in Helsinki version.

Involved in LDAP integration with Service Now for obtaining users and groups. Customized ITSM, Incident, CPA custom application, Problem Management and Change Management modules based on user Requirements.

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

Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps.

Implementation of Software and Change Management, ServiceNow Change Management.

Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards.

Developed solutions for enabling the data security between various businesses in a domain separated environment keeping key resources shared along the every business.

Developed PPM/PPM training materials and procedures manuals.

Integrating ServiceNow with other systems and customization.

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

Integrated LDAP directory to streamline the user login process to automate the administrative tasks, such as creating users and assigning them roles.

Integrated LDAP service account credentials to retrieve the user distinguished (DN) from the LDAP Server.

Involved in ADAM administration that leverages Windows Integrated Authentication for the initial access to grant for administration.

Environment: ServiceNow, JavaScript, XML, HTML, Windows, UNIX, AJAX, Middleware, Networking

BBVA Compass, Birmingham, AL June’2014-Sep’2015

Role: Service Now Developer

Project Description:

Maintaining and updating the database with new customer information. Involved in enhancing and modifying the web page configuration and content in accordance to the business needs. Integrations with other systems and tools and supervised upgrades.

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.

Coordinated the instance upgrade activities.

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

Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.

Worked on implementing the MSP (managed service provider) instance for Service-Now and domain separation for Service-Now instances.

Worked on CMDB from the scratch.

Developing user friendly catalog items with experience writing orchestration workflows such as Content Management, Web Services.

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

Wrote Powershell scripts for automating time consuming specialty needs for external clients.

Core Application Administration: Policies & Interactions, Application Security, Events & Notifications.

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

Configured multiple forms for Asset module using Configuration Management Database.

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

Pulled reports and scheduling the reports as per the client requirement.

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

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

Implemented security scheme and controls by using contextual security, control systems and data security

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 different kinds of variables and variable sets.

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

Used ACL's for controlling the security mechanism in Service Now.

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

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

Environment: Service Now, Webservices, SOAP, XML, HTML, ITIL, SCRUM.

Apache, Houston, TX Apr’2013-May’2014

Role: Service Now Developer / Administrator

Project Description:

Apache Corporation is an independent energy company that explores for, develops and produces natural gas, crude oil and natural gas liquids. Our mission is to grow a profitable company for the long-term benefit of our shareholders by building a portfolio of core areas which provide long-term growth opportunities.

Responsibilities:

Working with client and functional requirements within ServiceNow.

Facilitating rollout of new applications and modules.

Worked on customizing Incident, Problem and Change management screens using Client Scripts, UI Policies, UI Actions and Business Rules.

Design and implement new functionality using Business Rules, UI Policies, and Access Lists

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

Service Catalog and Request Workflow Design and Configuration

Designing the Content Management System for Varian system which involved layout, CSS and service catalog work.

Created various workflows for Incident Management, Change Management, Service Requests and SLA's.

The service we also provide to clients is a semi managed service for administering their Service desks that has been implemented. This includes various administration tasks within Service desk software.

Designed many email templates by using html and jelly scripting and used them in notifications

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

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

Imported Configuration Items (CI) using import set tables

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

Created transform maps both automatic field mapping and scripting

Also worked on Asset Management and loaded the data into it.

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

Worked on the integration of ServiceNow with Siebel, integrated Service Catalog and Incident module.

Environment: ServiceNow, AJAX, JavaScript, CSS, XML, HTML, XHTML, Windows 7.

AT&T, Burbank, CA. Oct’2011-Mar’2013

Role: Java/Web Developer

Project Description:

The project is a qualitative data analysis web application used by wide range of financial institutions to evaluate the performance of various stocks and brokerage firms. The goal is to create a unique platform where previous data can be used to predict the future of firms, regional offices of firms, representatives' offices and individuals. The data is humongous and the analysis is constantly reviewed and updated.

Responsibilities:

Created some UI screens using HTML and JavaScript, jQuery, CSS.

Designed and Implemented Hibernate as Data Access Layer for efficient database management and caching

Developed and implemented Junit Tests.

Added new functionality to admin console to create and update rebalance, reconciliation of reports

Involved in the design and development of Web Services using Java to get data from advice database, real- time cancellations and real-time enrollments

Developed PL/SQL Packages, Procedures, Triggers, Cursors and Functions according to the requirement

Created stored procedures in Oracle database to eliminate dynamic sql statements used in advice application and made appropriate changes to the application to call these stored procedures

Created JMS component adapters to interact with the Oracle database.

Worked on SQL queries, SQL Tuning, PL/SQL Tuning & Performance Tuning

Implemented logging using log4j

Worked with SVN to checkout and check in the code.

Done the unit testing and system Integration testing

Involved in the defect tracking, fixing and enhancements

Worked with Apache Tomcat Server by creating JMS destinations, Data Sources and deployment scripts using ANT.

Environment: Java, HTML, CSS, jQuery, SQL, web services.

Ericsson Inc, India. June' 09 – Sept ’11

Role: Jr.Java Developer

Project Description:

Ericsson Inc. provides software and infrastructure services mainly in mobility, broadband and the cloud enables the communication industry and other sectors to do better business, increase efficiency, improve their user’s experience and capture new opportunities.

Responsibilities:

Object Oriented Analysis and Design for the system from use case and requirement documents using UML, Rational Rose.

Involved in designing system architecture and identifying proper patterns and framework for the system.

Participated in analysis activities, software design and design reviews with Sun Microsystems.

Communicated with Business Owners to finalize Use Cases, Design documents and System Architecture documents.

Designed EJB components using EJB design patterns. Used J2EE Design Patterns such as Session Facade, Business delegate, Factory, Request Helper, Command, Singleton, Value Objects and Data Access Object.

Designed Presentation layer using MVC, Struts framework. Designed Action classes, Action forms and controller design.

Designed Web Services architecture for the application using SOAP, XML/XSLT, WSDL and UDDI.

Designed wizard based Credit application module for the application. This module is the heart of the application and was a complex one.

Co-ordinate the user interface design with the separate group responsible for the HTML layout.

Environment: J2EE, Struts (Tag libraries, Tiles ), XML/XSLT, Log4J, LDAP, JDBC, Oracle, UNIX, Web Services (SOAP, XML/XSTL, WSDL & UDDI), UML, Rational Rose, Visio, J2EE Patterns, RUP, Windows 2000

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