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Service Management

Union, New Jersey, United States
December 28, 2017

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Gautham 770-***-****

ServiceNow Consultant


Overall 6+ years of Experience in IT handling different Platforms like Mainframes, Service Now etc. in various Industries.

Overall 4+ Years of Experience in all areas of Software Development Lifecycle (SDLC), Quality management systems and the projects lifecycle Processes.

Expertise working on SaaS (Software as a Service) based tool (ServiceNow), with focus on Implementing ITIL processes.

Experience in ServiceNow as both the developer as well as administrator.

Experience in configuring the application using ServiceNow tool used for ITSM with the ITIL Best Practices with a strong knowledge on ITIL V3. Deep functional and technical knowledge of ServiceNow platform as well as experience delivering medium to large-scale ServiceNow implementations.

Hands-on experience working on incident management, problem management, change management, service catalog modules, Project Portfolio Management, Service Request, Service Catalog and workflow.

Worked with stakeholders to gather requirements for ITSM and developing workflows.

Expertise functional knowledge and implementation experience of ITSM frameworks and demonstrated project management skills and experience working directly with Customers and clients.

Experienced in working on the Installation and configuration of different modules of ServiceNow.

Participated in Workshops with Service Now partner teams to help companies implement Service Now using best practices in ITSM.

Strong Experience in all Phases of SDLC (Software Development Lifecycle) including the requirement Gathering, Analysis, Design, implementation, Development, Support and Testing, Deployment, Builds, Configuration and Code Management.

Proficient in Design and Development of User interfaces using HTML, CSS, Angular JS, Servlets and JSP, Proficient in Programming using JSP.

Proficient as a Service Now Administrator with the experience on implementing end-to-end Service Catalog, Incident and Problem Management, Service Request, Knowledge Management, Hierarchy Building and knowledge of Change Management, Content Management System.

Created Dashboards and Reports that could be exported in different formats on the performance and analytics applications.

Experienced in designing and Creating Portals and Portal pages in Service now.

Experienced in working with Glide API’s, creating Service portals and widgets as per the client requirement.

Highly motivated team player with excellent interpersonal skills, proven communication, organizational, Analytical, Presentation Skills, and Leadership qualities.

Strong Ability to adapt and learn new Technologies, ability to achieve immediate and long-term goals and meet operational deadlines.

Strong in Functional Knowledge and implementation experience of ITSM (Information Technology Service Management) frameworks and demonstrated project management skills and experience working directly with the customers and clients.



ITSM, Service Now, HP ITSM,

Programming Languages




Java scripting, AJAX, HTML, XML, Jelly, AngularJS

Software Methodologies

SDLC, Waterfall, Agile and Scrum.


Oracle 10g, My Sql.

Testing Tools

Mercury QC (Quality Center)

HP QC (Quality Center)

HP QTP (Quick Test Pro)

HP Load runner

HP TAO (Time Accelerator and Optimization)


Microsoft Office (Word, Excel, Power Point, Visio, One Note, Outlook, Lync, MS Project).

Operating Systems

Windows XP, 7, Vista, 8, 8.1, 10.

Mac OS.


Service Now Tools

Incident, Change, Problem, Asset, SLM

Remedy Administration,

Developer Studio,

Crystal Reports,

Dashboards, HP DDM (Discovery)

Reporting Tools

Crystal Reports 9.

Remedy Reports.


NCR Corporation, Duluth, GA. Dec2016 - Present

Project Nature: ServiceNow Developer/ Admin

Role: ServiceNow Consultant.


Hands on Experience Working with the Business Team to gather the Requirements for AS-IS and perform the operations successfully for TO-BE process.

Develop and manage application code, User Interface, and third-party integration components.

Hands on Experience in Designing the Network design Methodology configuration and worked on Devices and as well as the Configurable Items (CI’s).

Strong experience in process improvement and re-engineering, business requirements gathering and process flowcharts.

Experience in maintaining the necessary development documentation as needed (ex: technical design, developer notes etc.).

Experience in performing the core configuration tasks including system policies, business rules and client scripts.

Expertise working on the detailed discovery steps like Screen layout, variables, auto completion, and tables in Service watch.

Well-versed in performing day to day activities of the administration of the Service-Now tool and maintaining the business services and configuration item relationships in Service-Now tool.

Worked on Service Catalog, Incident Management, GRC, Configuration & Change Management and Release Management with far reaching learning on Content Management System.

Created Workflow activities and approvals. Implemented new workflows that use a variety of activities to understand how records are generated from workflows.

Developed client scripts, UI Policies, Script Includes, business Rules across the application as per the requirement.

Hands on Experience in customizing the Service Watch in defining the CI Types, Entry Points and Discovery patterns in the Menu bar and good experience on Monitoring definitions.

Hands on experience working on the IP networking, Devices, Network design.

Hands on experience in creating tables, managing the users, groups and the roles.

Expertise in developing new applications from beginning to end.

Expertise in defining and managing the Client Scripts, UI Policies, UI actions and Data polices to maintain the form and work as per the business requirement.

Expertise in developing and executing the plans and procedures for the data conversion, customer acceptance criteria and the Installation strategy.

Well-Versed SME (Subject Matter Expert) on Incident Management, Change management process and the Knowledge article.

Experience in defining the SLAs (Service Level Agreements), notifications and reports.

Hands on experience on moving the data in and out of an instance using import sets and transform maps and also auto imports of data into Service-Now.

Expertise in Customizing and defining the Workflows and configuring the items to the carts in the Service catalog.

Safeway, Phoenix, AZ. Oct 2015- Nov 2016

Project Nature: ServiceNow /Discovery Implementation.

Role: ServiceNow Developer.


Analyze Existing service center Implementations and data to advise and recommend solutions and convey best practice standards.

Wrote, designed and produced many statements of work, requirements definition documents, workflows diagrams and project plans.

Complied, analyzed and presented system performance data using crystal reports.

Provided technical service center consulting services to new and existing customers.

Designed and produced many Oracle PL/Sql views and connect-it scenarios for data migration projects.

Worked on Service Catalog, Incident Management, Configuration & Change Management and Release Management with far reaching learning on Content Management System.

Developed client scripts, UI Policies, Script Includes, business Rules across the application as per the requirement.

Performed Service Catalog/Change/Incident/Service Level Management Implementation.

Experience in technical implementation of various Service now modules such as Change Management, Incident Management, Problem Management, Service Catalog, configuration Management.

Worked on integrating Service now with LDAP and SSO Implementation.

Hands on Experience on step- by step procedure for the CMS portals.

Expertise in planning the site, creating the site, creating the content page, adding the navigation panel and testing the overall site.

Hands on Experience in creating the web design prototypes and the leveraging rapid web design.

Trained users and answer to technical questions regarding the Service Manager, Scripting and connect-it.

Experienced working on Incident, Change, Problem, Release, knowledge, SLM, Service Catalog, SCRUM, LDAP, Web Services, MID Servers, GRC, Configuration Management Databases, Asset Management, Content Management.

Well-Versed in customizing the various modules as per the Process requirements and developed custom application for the business customers using the Service-Now Platform.

Hands on experience working on import sets to extract data from various other sources and filed mapping.

Hands on experience developing user-friendly interface for service catalogs, configuring Users, groups and roles, and customized business rules and client scripts.

Implemented Major incident management process and performed unit testing and integration testing and prepared and documented the test cases.

Hands on experience using the Update sets to move the customizations from development environment to the Production instance.

Ernst and Young, Atlanta, GA. Nov 2014 - Sep 2015

Project Role: Integration/ Development

Role: ServiceNow Developer/Admin.


Involved in gathering the requirements from the Business Team and creation of technical, functional specification documents

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

Worked on loading the data into Service-Now using import sets.

Extensively worked on the Implementation, Configuration and maintenance of Business Rules, Client Scripts and UI Policies

Integration of Service-Now with Oracle SOA Web services, Dynatrace.

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

Designed User Interface for Catalog Design and worked Catalog Designer.

Imported data from various data sources (FILE, JDBC) using import sets and transform maps.

Communicated with external web services using SOAP Messages and REST.

Involved in LDAP integration with Service-Now for obtaining users and groups.

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

Involved in migration between various Service-Now instances using Update Sets.

Loaded assets into SNOW from third party system using Web Services and Import Sets.

Involved in customizing the forms for the Incident, Change and Problem Management ITIL processes.

Defined and configured DISCOVERY schedules and Worked on DISCOVERY and set up mid servers and check for the connectivity.

Setup MID Server used by DISCOVERY and troubleshooting problems with the tool configurations.

Development of Service catalog - catalog items, designing workflows and execution plans.

Excellent knowledge on code migration between various Service-Now environments using Update Sets.

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

Involved in redesigning the workflows using Service-Now workflow editor.

Involved in reconciliation of complicated workflows to simpler form.

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

Creating the UI pages to use them in catalog items using the UI Scripts.

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.

Google Inc., Hyderabad, India. Jan 2011 - Aug 2014

Project Role: Worked on UI/ JS/ LDAP

Role: Software Developer


Contributed software engineering expertise in the development of products through the software lifecycle, from requirements definition through successful deployment.

Facilitated customization of systems by encouraging software engineering team to adopt emerging standards for software application development architecture and tools.

Introduced methodologies and best practices that enhanced product definition, release processes and customization of applications to user needs.

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

Developed the code, which makes users to sign in, solicit information from the user, add the user’s information in the database and modify the existing user information.

Developed the CSS sheets for the front ends of the Gate Way interface.

Developed requirement integration components (SSO, LDAP, and SOAP).

Developed code for displaying the Log reports that are generated when clients access the Gate Way interface.

Mapping of fields between the client’s XML and Remedy incident management system.

Involved in the creation of database tables and Java Database connections between the Gate Way interface and My SQL.

Testing process with the clients for all the phases of the project.

Maintenance work and fixed some of the bugs during testing process.

Performed documentation for change requests and system requirement specifications of the project.


Master’s in Electrical and Computer Engineering from University of South Alabama.

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