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Servicenow Developer

New Britain, Connecticut, 06053, United States
February 15, 2018

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Kotaiah Swamy Kondru +1-248-***-****


Working as ServiceNow Developer with 8 years of professional experience in IT industry.

* *** **** ***** ** Experience in ServiceNow Platform, Working as a ServiceNow Lead Developer.

Working closely with ServiceNow functional team, configure and improve core and custom applications.

Have a good knowledge of web based technologies like HTML, CSS, and Java Script.

Worked on various components of Service-Now like Business Rules, Client Scripts, UI Policies, Scheduled Jobs, Email Notifications, Catalog Items, and Workflows etc.

Worked on all ITSM modules Incident Management, Change Management, Problem Management, Knowledge Management, Service Catalog with ITIL framework.

Have knowledge on the integrations like LDAP, SCCM and SSO with ServiceNow

Develop clear and concise technical and process documentation, making use of the knowledgebase module within the tool and department manuals.

Prepared process documents about different ITSM applications for training, operations and capability information to all levels of management and other applicable resources in the organization.

Developed systems integrations and process automation - fully utilizing the platform’s workflow capabilities.

Identified and defined solutions for ITIL users using process documents and appropriate references.

Manages user profiles, roles and their group membership using user administration.

Export and import of data from and to ServiceNow.

Implement the new enhancements and improvements to various ITSM modules using the SDLC methodology like Agile model in ServiceNow.

Deep understanding of the application development lifecycle process, including requirement analysis, quality assurance, design, scheduling, implementation, issue tracking, version control and deployment.

Good with 3rd party software integrations with ServiceNow.

Have a strong knowledge on email integrations using the inbound email actions.

Have an experience working in and managing multiple update sets and coordinating their promotion.

Excellent knowledge on ServiceNow Best Practices and ongoing knowledge of latest ServiceNow features.

Have some knowledge on Governance, Risk and Compliance(GRC) applications like Audit management, Vendor Risk Management, Risk Management and Policy and Compliance.

Involved in the ServiceNow cloning, version and patch upgrades, testing and bug fixes.

Have a good knowledge on multi tenant environment and domain separated process.

Experience in development of Service portals, including mandatory skills in use of HTML, CSS, and Angular JS.

Have a good knowledge on using the glide record, glide system, glide user, g_form, g_user classes and their methods.

Good working knowledge of Microsoft Office suite including Outlook, Word and Excel.

Work Experience

ServiceNow Developer, Webster Bank, New Britain, CT June, 2017 – Present

Leading the project as a ServiceNow developer to migrate the applications and workflows . Designed and developed the implementation strategy based on the SDLC model.

Gathering requirements, designing and developing complex customized workflows and catalog items in ServiceNow along with testing and user Training.

Configured Knowledge management application and developed the workflow to publish the knowledge articles with proper approvals.

Involved in customization of forms for various ServiceNow applications

Moved the customizations between various ServiceNow instances using Update Sets

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

Created Order Guides for New Employee On boarding.

Involved in production support for all the Service-Now related issues.

Configured new email notifications, email templates and trigger the events from business rules and workflows.

Configured the surveys using survey management along with the survey scorecards on incidents.

Involved in the migration of multi tenant environment to single dedicated ServiceNow environment.

Involved in the design and modification of service portal for the end users using OOTB functionality.

Worked on the integration with Firemon tool to automate the firewall requests in the organization.

Participated in the discussions of GRC implementation in the organization.

Developer, Genpact, Hyderabad,India Feb, 2016 – May, 2017

Service Now Lead Consultant

Involving in the application changes implementation on every month through the normal change release process.

Working on the priority incidents without missing the scheduled SLA’s.

Implementing the service requests and data changes.

Create ServiceNow reports and dashboards.

Work directly with end users to resolve support issues within ServiceNow

Involving in the version upgrades, testing and bug fixes.

Involving in the process improvement of the tool and feasibility checks of the application changes.

Developing the SOP documents, assessment and release notes documents for each application change and gives the training and handover to the support team.

Developing knowledge on record producers, workflows creation and modifications, survey email configuration, catalog client scripts and catalog UI policies.

Attending daily calls with client for solving the critical issues.

Developer, HCL Technologies, Hyderabad, India May, 2014 – Jan, 2016

Email Templates and Notifications.

Development of SLA's for different departments

Worked on the dictionary overrides, dynamic reference qualifiers and dependency field set ups.

Worked on client side scripting like UI Policies and Client Scripts and server side scripting like Business Rules, script includes, back ground scripts, UI actions and workflows.

Implementation of Import sets, Data sources, Transform maps and Transform scripts.

Attending weekly calls with client to gathering the requirements for the future enhancements.

Involved in ServiceNow version upgrades from Calgary to Eureka and Eureka to Fuji.

ITSM Application Development, Customization and Support using ServiceNow best practices.

Developer, Innoplus Tech solutions, Hyderabad, India Apr, 2012 – Apr, 2014

Configuring Email Templates using HTML tags..

Development of SLA for different departments in the organization.

Scheduled SLA metrics reports weekly and Monthly.

ACL creation, modification and debugging

Worked on Service Catalog Development and workflows, Catalog UI policies and Catalog Client Scripts for dynamic behavior on the catalog item form.

Create and configure Business Rules, UI Policies, UI Actions and Client Scripts including advanced scripting of each.

Configuring Email Notifications using the events which are trigger from business rules and workflows.

Associate Software Engineer, HCL Systems, Hyderabad, India Feb, 2010 – Apr, 2012


Performed manual testing for real time applications and validating them as per client requirements.

Good understanding of various phases of the Software Testing Lifecycle and Software Development Lifecycle (SDLC).

Engaged in review and analysis of business and functional requirements.

Developed Test plan, Test cases and executed Test scripts as well as tracked bugs and generated defect report.

Interacted with client and development team through everyday calls and regular walk-through in fixing the

issues. Responsible for knowledge-transfer (KT) sessions for juniors in the team.

Created reusable documents on end- to-end testing of the application for further use in the project.

Report Development.


ServiceNow Certified System Administrator

ITIL v3 Foundation Certified


Bachelor of Technology in Information Technology(2008)- JNTU, India.

Skills and Competency

Programming Languages: Java SE

Scripting Libraries, Frameworks: Java Script, Angular JS

Web Technologies: HTML 5, CSS

ITSM Tools: ServiceNow(Calgary-Jakarta)

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