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Service Management

Location:
United States
Posted:
December 27, 2017

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NAVEENTHADUR

ServiceNow Developer/Administrator

PROFESSIONAL SUMMARY

IT Professional with over 7+ years of experience in ITSM frameworks and 4 years of ServiceNow Administration and Development.

A Service Now expert with experience on implementing various ITIL modules from end-to-end Service Catalog, IncidentManagement,Configuration & Asset Management, Change Management and Release Management.

Strong Knowledge of Content management and Knowledge Base management

Good knowledge of CMDB and Asset Management Services, Business Services and Configuration Items and Configuration item relationships.

Proven experience in working with wide variety of ITIL tools like BMC Remedy, HP Service Manager and various ServiceNow modules, CMDB, SDLC, ITIL tools, integrations within complex ITSM environment.

Experience on various IT Services of Service-Now tool likeIncident and Problem Management,Service Catalog Requests, Service-Now Administration, Configuration Management,Knowledge Management, Reporting, Asset Management, Integration with Web Services.

Experience with CMDB and Asset Management Services like Business Services and Configuration item relationships.

A highly versatile and results-driven certified ServiceNow consultant, with a proven record of accomplishment in understanding the requirements of the Clients.

Experience with Catalog Client Scripts and Catalog UI policies

Experience in configuring the Business Rules and Client Scripts for various ITIL modules

Experience with Integrating ServiceNow with SOAP and REST based WebServices

Experience in web development and application development using HTML, JavaScript and CSS,J2EE.

Worked on end to end analysis, development testing and implementation role out of ServiceNow application from June to Aspen to Calgary version.

Worked on Geneva, Helsinki and Istanbul versions of ServiceNow.

Designed workflows of the processes in Service-Now, designed and developed scripts for any customization required

Experience within the ITSM environment such as ServiceNow -Siebel, ServiceNow – Webserviceintegration with third party application,HP SM- MS exchange.

Hands-on design, development, and deployment experience with the Service-now platform and similar ITSM toolsets.

Good understanding of object oriented analysis design and application development.

Technical experience with: ServiceNow, JavaScript, AJAX, Web Services (SOAP, REST), XML, HTML, CSS, MySQL, Java

Experience in the fields of Client Scripting using different scripting languages like HTML, JavaScript, and CSS. Efficiency in working independently, ability to interact with different team members, inter-communication skills, fluency in language.

Service-Now Administrationand Production support including maintenance of lower life cycle instances.

Handled all levels of system administration including gathering requirements, project planning, budgeting, code implementation, development testing, change management and training for the ITSM tool

Well versed in all stages of Software Development Life Cycle including proposal, process engineering, requirement analysis, design, development, testing, deployment and support and maintenance with various methodologies such as Waterfall and Agile models.

Effectively manage and prioritize implementation tasks effectively

Functional knowledge and implementation experience of ITSM frameworks.

Experience in ITIL/ ITSM V3 processes, Web services, Business rules, Client Scripts, Workflows, Web protocols, Service Catalogs in ServiceNow

Generate operational reports and KPI analysis as needed. Respond to Service Requests and provide incident resolution.

Deployment Automation and Software delivery using Shell scripting with tools like DSM and ITCM.

Experience with integrating BMC Remedy with external applications using Web Services

PROFESSIONAL EXPERIENCE

HCL AMERICA (ALLERGAN) – CARY, NC Nov 2015–Sep 2017

ServiceNow Consultant

Responsibilities:

Analyzing application requirements and providing best feasible solutions.

Interacting with Business Analysts and understanding the functional requirements and preparation of technicaldocuments.

Worked on Instance Cloning and migration activities

Worked on Business Rules, Client Scripts, UI Actions for multiple ITIL modules

Created UI Actions/ UI Policies in customizing forms and buttons.

Worked on Customizing and Maintaining various ITIL Modules

Worked on knowledge on the technical implementation of various ServiceNow modules such as Incident Management, Change Management, Problem Management,

Worked on Service Catalog, Configuration Management, Reporting, LDAP, MID Server, Inbound/Outbound emails and Discovery.

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

Setup the SLAs according to the business requirements

Worked on creating the custom ESS portal page

Good understanding of web services with SOAP/ XML/ WSDL and HTTP Request Methods.

Responsible for leveraging knowledge and experience to deliver end-to-end methodologies within ServiceNow which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort.

Experience in different Integration using web-services / MID Server, etc.

Server side scripting using Script Includes, Business Rules

Designed the Content Management System for Variant system which involved layout, CSS and service catalog work

Handled UIAction /UI policy and /Access control lists

Handled content management by developing ESS page

Experience with web technologies / AJAX.

Monitored Incoming Events using Event Binding Rules.

Written many business rules and client scripts for field validations as per Client Requirements.

Also Used UI Actions and UI Policies for designing extra buttons and field Validations.

Involved in Incident Reporting and Change reports to track process of repairs and determine the current quality of the application. Written Script to build an application with a systematic approach.

EQUIFAX –ST.LOUIS, MO SEP 2014– SEP2015

Service Now Developer

Responsibilities:

Created Custom objects, custom fields, Picklist, role based page layouts, Workflow Alerts and Actions, and Approval Workflow, Validation Rules, Approval Processes, custom Tabs, custom reports, report folders, report extractions to various formats, design of Visualforce Pages, Snapshots, Dashboards, and Email generation according to application requirements.

Contributed to the architecture and technical aspects of the ServiceNow implementation and operation project, independently making project related decisions, provides project status reports to project sponsor.

Involved in configuring and maintaining BMC Remedy Foundation Data.

Performed integrations and process automation using ServiceNow Orchestration.

Working knowledge on Single Sign on and event based integrations.

Implemented the requirements on Salesforce.com platform and Force.com IDEPlug-in using Eclipse.

Responsible for the Service Now tool administration module and creation of new Users, Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rule.

Created many scripts which includeBusiness rules and client scripts.

Good knowledge on Single Sign on and event based integrations.

Worked collaboratively with Incident, Change, Problem, Asset, and Configuration Managers to support the resolution of any issues or incidents encountered in external systems or processes.

Provide training sessions on ticketing tools, reporting and data entry

Analyzing and fully understanding user requirements and current procedures in order to improve system

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

Created workflows and web prototypes for client engagements

Created various designs, codes and test technical solutions for ServiceNow implementations

CYBAGE SOFTWARE - INDIA Oct 2013 to May 2014

ServiceNow Admin

Responsibilities

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

Load, manipulate and maintain data between Service-now and other systems.

Maintained the ServiceNow modules and software licensing functionality.

Worked with reporting and configuring service level agreements (SLAs).

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

Good understanding of web services with SOAP/ XML/ WSDL and HTTP Request Methods.

Possess knowledge on the technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, LDAP, MID Server, Inbound/Outbound emails and Discovery.

Developed ServiceNow applications, including modification to existing ITSM modules.

Reviewed specifications and confirm understanding.

Responsible for leveraging knowledge and experience to deliver end-to-end methodologies within ServiceNow which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort.

Experience in other ITSM ticketing systems, such as BMC Remedy and HP Service Manager.

Development, Designing and Implementation of Cloud Solutions, ITSM processes and technology, Software Defined Networks (SDN).

Analyzed user requirements to improve system capabilities, automate process Workflows and address scheduling limitations throughout the development and delivery of the ServiceNow.

Worked for the continuous reviews of new ServiceNow modules, as well as other commercially available software to ensure the ServiceNow platform and tools remain current.

Worked on the enhancement requests which required as part of SM and AM implementation

Ensured that the technical designs meet functional design requirements as well as maintain the integrity and sustainability of the application

PROKARMA – HYDERABAD, INDIA Aug2010 to Sep 2013

JAVA Developer

Responsibilities:

Converted HTML to JSP and developed DAO’s, Controller’s, Managers.

Participated in the development of web-services using JAX-WS, WSDL, SOAP

Participated in the development of web-services using JAX-WS, WSDL, SOAP.

Experience with using mid server, Web Services, email and other relevant technology to integrate tools with ServiceNow.

Configure Users, company, site, location and other existing fields and also configured Support Groups, assignment rules, categorizations, CI data, SLA.

Hands-on experience writing unit test cases/System Test Cases.

Proficiency in JavaScript, HTML, XML, Jelly Scripting, Web Services.

Worked with User Interface (UI) policies, data policies, UI actions, business rules and client scripts, Activate

Involved in Unit testing

Used HTML in the front end of the application.

Experience in working in UNIX environment using the commands.

Worked on creating the Requirement documents and managing of the same using Rational Requisite Pro.

Used SOAP in Web Services for data communications.

Created Functional Specification and Technical Specification documents with the efficient usage of Microsoft Visio for Dataflow diagrams and Rational Rose software for Class diagrams.

EDUCATION QUALIFICATION

Bachelor degree in Computer Science from OU, India.

Masters in Computer Science, University of Central Missouri, MO, USA.



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