Service Management

RANJITH

SERVICENOW DEVELOPER/ADMIN

Professional Summary:

Over 5+ years of professional IT experience and 3+ years experience in ServiceNow platform as a both Developer and Administrator.

Configured Applications using Service-Now tool used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the Service Now platform as well as experience in delivering medium to large-scale Service Now implementations.

Experience in Installation and Configuration of different modules of Service-Now.

In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Notify, Service Catalog, Configuration Management, Reporting, Discovery, Performance Analytics and Integrations.

Adept at coordinating with Stakeholders, Subject Matter Experts (SMEs) and end users to understand, analyze, communicate and validate requirements through User interviews, Joint Application Design (JAD), Joint Application Review (JAR) sessions.

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

Experience in enhancing the ServiceNow functionality by customized JavaScript code to support the new business needs.

Extensive experience of integrating ServiceNow with third party tools and implantation of SOAP and REST API.

Integration using REST, SOAP and JSON.

Experience in all phases of Software Development Life Cycle (SDLC), quality management systems and project life cycle processes.

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

Maintaining service level agreement (SLA) and monitoring SLA workflow. Setup the SLA for the incident, problem, change management processes as per the requirement.

Proven experience implementing and customizing a web architected, n-tiered enterprise application.

Integration of SFDC with external Web Service API’s.

Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.

Experience with complex integrations within the ITSM environment such as Service Now -Siebel, Service Now - Web service integration with third party application, BMC Remedy and Tally.

Knowledge in creation of workflows for Service Catalog items in Service-Now.

Experience in configuring Data Sources, Import Sets, SLA/OLA, LDAP and Transform maps.

Utilized JDBC and ODBC of Data Sources for setting up the arrangement database in ServiceNow.

Involved in Data Integration and Migration with the existing Legacy systems using data loader.

Experience in Integrating App Exchange Applications with Sales Force, Mass E-Mail Management, Application management using Force.com Plug-in & Eclipse IDE in Sandbox and Production Environments, Working with different aspects of Web Services (XML, WSDL and SOAP).

Strong experience in web development frameworks such as Angular or Backbone and one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell. JavaScript is preferred.

Proficiency in debugging and optimizing the performance of Client Scripts, Catalog Client Scripts, UI scripts and UI Policies.

Expertise on creation of workflows for Service Catalog items in Service-Now.

Assisting client implementing the MSP (managed Service Provider) instance for ServiceNow and Domain Separation for ServiceNow Instances.

Familiar with LDAP, MS Active Directory, ADFS

Successful deployment of two SaaS Applications.

Worked with Import Sets and Update Sets in ServiceNow.

Configured Event Management (ITOM) by configuring Connector Instance and Connector Definitions.

Ability in creating and maintaining Access Control Rules for securing and providing the right access to right person/role.

Designed the layout, CSS, dynamic content for the End User Self-Service Portal design.

Experience working on Service Portal in Helsinki and Cloning Process.

Excellent hands-on experience in Client and Server side Scripting.

Worked on HR Service Management Module by offering a consumer-like self-service portal to employees along with out-of-the-box request and fulfill process automation.

Better Understanding of BSM and Schema Maps.

Coordinating the instance upgrade activities.

Hands on experience in web development using HTML, JavaScript, Glide, Bootstrap, Angular JS, CSS.

Outstanding knowledge in Configuring Email Notifications and Scripting Inbound Email actions.

Strong understanding of cloud technologies, web applications, networks, protocols and email (SMTP, POP3).

Strong RDBMS skills with excellent knowledge of design, normalization and Database management concepts.

Attention to detail and complex problem solving abilities from operational and technical perspective.

Very good Interpersonal skills, Communication skills, Documentation Skills, problem solving ability, Analytical and Programming skills in High speed, Quality conscious and Multitasked environment.

Experience in developing applications Coordinated with the cross-functional teams and also have an experience in OFF SHORE environment.

Market Research

Understanding the context and background of conducting research and thereby recommending the client with the optimal research design and competitive costs.

Designing the data collection tools (questionnaires) based on information areas agreed mutually between the client firm and the research firm.

Coordinating field work and data entry activities to achieve quality, time and cost efficiency.

Analyzing and interpreting data to identify patterns and solutions, through interpretation of higher order analytical outputs.

Writing reports (with comments, summaries and recommendations) with focus on quality in presentation of reliable findings.

Partnering with clients in the plan for the development of new products & modification of existing ones, based on market feedback.

Technical Skills

ITIL

ITSM, Service Now, JavaScript, HTML, CSS.

Ticketing Tools

ServiceNow (Catalog configuration, Incident Management, Problem Management, Change Management, Knowledge Management, Project Portfolio Management, Release Management, Vendor Management, Access management)

Programming Languages

C, C++, Java, JavaScript, JQuery, SQL, PL/SQL, BootStrap.

Software Methodologies

SDLC, Waterfall, Agile, Scrum

Databases

Oracle 10g, RDBMS, CouchBase, ElasticSearch

Database Tools & Reporting

SQL Client, TOAD, SQL Developer, Tableau

Web/Application Servers

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

IDE

Eclipse, Net Beans, TOAD

Version Control Tools

CVS, SVN

Operating Systems

Microsoft Windows XP/NT/2007, UNIX, Linux

Tools and Packages

Rational Rose, Ant, Maven, TOAD, MS Office

Experience:

Cnet Global Solutions, Dallas, TX Oct'17 – Feb’17

ServiceNow Developer/Admin

Description:

CNET Global Solutions works with clients to tackle challenges in transactions and restructuring, performance and technology. CNET practices around the world and combines specialist skills to provide objective advice and execution to help preserve and improve value. Successful organizations are using this time to transform their business, balancing the critical levers of cash flow cost, investments and revenue to achieve sustainable business performance.

Responsibilities:

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

Expertise in development of angular services for communication between ServicePortal widgets.

Responsible for creating dynamic user based widgets for HR, problem, Incident and change management.

Involved in design and development of stylesheets, headers and footers for multiple service portals.

Created reports which involves interactive filters to customize the reports depending on user criteria.

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.

Responsibilities include collect, review, analyze, manage, system and user requirements from business users.

Developed solutions in the service-now platform that are suitable and ITIL compliant, identify and define business solutions for ITIL users.

Utilized Java Scripting 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.

Extensive development in our Service Now platform including creation and customization of our Incident, Request, Service Change, Service Level, CreateNow suite, PPMC Suite, HR Case Management, Time Card, Knowledge and Configuration (CMDB) applications and processes.

Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools and enhanced requests by JavaScript.

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

Responsible for access control, security, minor enhancements such as form or workflow editing, and UAT/Regression testing of any development.

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

Categorizations, and Templates.

Worked on Creating Users, Roles and Groups and load the data to service-now objects using import sets on daily, weekly, monthly and on request basis.

Responsible for creating homepages including basic reporting.

Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.

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

Created many standard workflows which are being re-used and propagated and handled many custom events.

Document existing and future state business processes, define and document functional requirements and conduct information flow analysis and process modeling within and across multiple business streams.

Maintain the integrity of the service-now tool across production and non-production environments. Setup the process for Incident Management, Problem Management, Knowledge Management, Change Management, Asset Management and Service Catalog.

Environment: Java Script, JSON, jQuery, Web services, SOAP, SQL, XML, HTML, Integrations, Cloud services, ITIL, SCRUM, SOAP & REST Integrations, LDAP Integrations

Comcast, Philadelphia, PA Jan’ 17 – Sep'17

ServiceNow Developer/Admin

Description:

Comcast is one of the nation's leading providers of communications, entertainment and cable products and services, headquartered in Philadelphia, PA. Comcast provides highest level of service to improve the customer experience. The project involved many activities like Development, Implementation etc. Involved in Helsinki implementation and development of new requirements and supporting ServiceNow, experience on implementing end to end Service Catalog and Change Management.

Responsibilities:

Working on Change Management by enhancing the form for outages and added some fields based on requirement.

Customized various applications like Incident, Problem, Notify and Change management.

Developed a custom application for Tech & Ops team. It includes effective user interaction to document the execution steps for the War Games that a specific team run and integrated it with Change Management Application.

Generating reports that to access KPI’s and metrics that help improve business service proactively using Performance Analytics module.

Made basic configuration changes to the UI using Branding Editor and other components of Service Portal. Edited and extended portals, pages and widgets.

Worked with Service Portal to display catalog items.

Modified several out of box scripts to render Service Portal as per business need.

Good knowledge in designing the layout of the forms using UI actions and UI policies.

Created portfolio in PPM module to measure the progress of several projects at the same time and to create multi-project reports for analysis.

Develop and deliver customized portal web pages in ServiceNow using BootStrap and AngularJS, Javascript frameworks.

Created transform maps using automatic field mapping and scripting.

Maintaining the Configuration Items and modifying the forms and form Sections.

Involved in LDAP integration with ServiceNow for obtaining users and groups.

Developed Scheduled jobs and Scheduled reports to run them depending on the requirements.

Created ACL’s to allow access for the users only to particular tables.

Created various reports and customized the Homepages with the reports as per the usage and need of the users.

Involved in configuration of Email notification and SMS notification to alert the users of Service now.

Involved in creation and modification of various Business rules, Client Scripts, UI policies and UI actions.

Designed Workflows for the catalog items depending on the requirements and to perform the automation.

Attended weekly CAB meeting to represent the ServiceNow Change tickets and moved those fixes to the Production after the approval.

Worked with the offshore team and communicating with them in the daily standups to design technical solutions.

Fixed code issues and migrate the solution to production environment following the IT processes of client.

Extensive experience in the development and customization of Service catalog items and Work flows.

Environment: Java Script, JSON, Web services, SOAP, XML, HTML, BootStrap, AngulaJS, Integrations, Cloud services, ITIL, SCRUM, SOAP & REST Integrations, LDAP Integrations

Cisco, Richardson, TX Mar’ 15 – Nov’ 16

ServiceNow Developer/Admin

Description:

Cisco Systems, Inc is an American multinational technology company headquartered in San Jose, California, that designs, manufactures and sells networking equipment. As a ServiceNow specialist, I am responsible for Configuration, Customization, and Integration with External Services, Administration ServiceNow processes (User Management/Group Management), Functions, Service Catalog and Workflow

Responsibilities:

Working on Change Management by enhancing the form for outages and added some fields based on requirement.

Working with call center to evaluate the forms and make most of the fields on Incident Management form automated using client scripts and business rules.

Installation of MID Servers on remote desktop and conducting tests required for Discovery.

Working on End to End implementation of Discovery.

Working on Configuring the IP Addresses to help find out the undiscovered CI's into CMDB.

Integrates Service-Now with a third party to store all the credentials to avoid breaching up of credentials.

Writing Classifiers and identifiers to direct the discovery tool to gather the information of the configuration items with no error.

Collect, produce, report and provide dashboards for CMDB metrics and KPIs.

Capture and publish ITSM metrics, Key Performance Indicator (KPIs) and Critical Performance Indicators(CPI'S)

Worked as analyst and designed layouts for forms and workflows for the Internal and External Service Catalogs.

Writing business rules to avoid empty configuration items to be stored in CMDB after discovery tool runs a scheduled job.

Setup MID server used by Discovery and troubleshooting problems with the tool configurations.

Involves in MID-Servers for granted access to the SNMP devices by the ACL

Working on Agile method environment and implementing the changes required by the business owners on a regular basis.

Worked on Vendor performance management for evaluate and assigned roles to users.

Worked on Orchestration to automate the top and frequently used service requests.

Supporting the team with improvising the Discovery tool and configuring the CI's.

Used the development tools provide in Widget Editor to write AngularJS, SCSS, and JavaScript to power a portal.

Creating Dash boards on requirement.

Coordinating the instance upgrade activities and migration activities

Implementation, customization and configuration of different Service Manager Modules like Change Request, ESS, Service Desk, Service Catalog problem and SLM.

Working on enhancing some Service Catalog Workflows which are creating glitches.

Reporting inconsistency of form fields and maintaining of CMDB CI's.

Worked on Domain separation.

Give suggestions on how the data needs to be moved from one Instance to the other using Update sets.

Environment: Java Script, JSON, jQuery, Prototype, Web services, SOAP, SQL, XML, HTML, iframes, AJAX, Shell scripting, Log4j, Integrations, Cloud services, ITIL, SCRUM, SOAP & REST Integrations, LDAP Integrations

AT&T, Dallas, TX Oct’ 13 – Feb’ 15

ServiceNow Developer/Admin

Description:

AT&T Inc. is an American multinational telecommunications corporation. It is the second provider of mobile telephone and the largest provider of fixed telephone in the United States and also provides broadband subscription television services. Implementing Service Request Management from End-to-End including the integrations with other tools and giving support for the whole Service Catalog Application including resolving the incidents and problem tickets on Service Catalog.

Responsibilities:

Successfully worked on business requirements and technical specifications for ITSM platform.

Strong knowledge in JavaScript for writing Client scripts and Business rules.

Involved in creating new work flows and modifying the existing work flows according to new requirements.

Developed HR portal for the client.

Worked on Incident management, Problem management, Change management and Configuration management.

Configured inbound Email actions to create incidents or requests.

Modified forms and form sections depending on the items to be configured.

Developing Service Catalog items as per the requirements of the stakeholders.

Worked in production support for all the Service now related issues.

Implemented Service Now process for implementation of Incident Management, Problem Management, Change Management, Asset Management, Service Request Management (Service-Catalog).

Involved in planning and coordinating Implementation plan for every release in Service now.

Implementation of changes effectively to improve the efficiency and automation in Service now.

Prepared requirement specifications and design documents.

Worked on Content Management System for different vendors using ServiceNow instance.

Documented Business requirements document, Functional design documents, process flow diagrams using MS VISIO

Updated CMS using bootstrap responsive design, HTML, CSS, JavaScript, AJAX and Jelly.

Strong knowledge in scripting using JavaScript.

Dynamic web site design and programming using HTML5, CSS3, Bootstrap, JavaScript, JQuery.

Good knowledge in designing the layout of the forms using UI actions and UI policies.

Implemented Service now discovery and CMDB and integrated it with Change management.

Involved in LDAP integration with ServiceNow for obtaining users and groups.

Development of requirement integration components (SSO, LDAP, SOAP).

Worked in coordinating all the changes through ITIL based change management practises.

Developed View, Approval and Assignment Rule Development.

Created and modified Update sets to transfer data from one service now instance to another instance.

Development of various Service Now applications like Incident Management, Problem Management, Configuration management, Discovery and Portfolio, Project Management & CMDB.

Involved in creating Import sets to transfer data and transform maps.

Developed new service catalog items and fix bugs in incident, problem and change management.

Worked in Release management during product and patch releases.

Environment: Java Script, JSON, jQuery, Prototype, Web services, SOAP, SQL, XML, HTML, iframes, AJAX, Shell scripting, Log4j, Integrations, Cloud services, ITIL, BootStrap, Linux, SCRUM, MS VISIO.

Siemens, Bangalore, India Dec’ 12 – Sep' 13

UI Developer

Description:

Project entitled "Bank Associates Information" Deals with the associate's welfare and will account for associate's information used in analysis, design programming, testing and verification etc. Bank Associates Information gives the management a clear picture of the usage of labor welfare by various projects. Every activity, no matter how small or large, requires use of the commodity. There is no substitute for associates as there are substitutes for other resources. Responsibilities:

Developed all the UI pages using HTML, XUL, DHTML, XSL/XSLT, XHTML, DOM, CSS, JSON, JavaScript, JQuery and Ajax.

Created XHTML Pages with CSS and the Box Model.

Developed the presentation layer using JSP, HTML, CSS and client side validations using JavaScript.

Developed websites using HTML5, CSS3, JavaScript, JQuery, Google Maps API (JavaScript Library), XML and Ajax.

Designed Frontend with in object oriented JavaScript framework like Angular.JS, Node.js and Ext.JS.

Involved in designing, creating, reviewing Technical Design Documents.

Using Java scripts did client side validation.

Construction of UI element using JQuery, Backbone.js, Bootstrap and JavaScript.

Designed Responsive UI pages which can be displayed properly in different size screen by Bootstrap and CSS3 media queries.

Writing SQL queries to fetch the business data using Oracle as database.

Developed UI for Customer Service Modules and Reports using JSF, JSP's and My Faces Components.

Created interactive navigation lists using list elements in HTML.

Used JIRA for bug tracking and issue tracking

Implemented page designs in standard-complaint dynamic HTML and CSS.

Used Cascading Style Sheet (CSS) in web pages to separate presentation from structure

Environment: HTML, CSS, JavaScript, JQuery, Dreamweaver CS5, AJAX, JSON, XSLT, JIRA, BootStrap, XPATH.

Certification

ServiceNow – Certified System Administrator- Certification 01006971

ServiceNow Implementation Specialist- Certification 030035

ITIL Foundation Certification - 5815196.20585599

Visa status:

IM -1 IMMIGRANT

Moved to Canada on 26/03/2018

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