Service Management

Santhosh.K

Ph No: 571-***-****

Email: ************@*****.***

PROFESSIONAL SUMMARY:

Over 5 Years of experience in IT with over 3 years of experience as Service-Now Suite developer and administrator

Experience in configuring the Incident Management, Problem Management, Change Management, and Asset Management, Service Request Management Applications.

Understanding of IT Service Management (ITSM) and the ITIL business process maintain service level agreement (SLA) and monitor an SLA workflow.

Hands on experience on various ServiceNow Modules like Service Catalog, Incident Management, Problem Management, Change Management, SCRUM, CMDB (Configuration Management Database), Asset, Knowledge, Release, Content Management, Reporting and Integration with Web Services.

Experience in configuring the Business Rules, Client Scripts, UI Policies, UI Actions, and SLAs in ServiceNow

Working experience with Dublin, Eureka and Fuji, Geneva, Helsinki, Istanbul, Jakarta versions of ServiceNow.

Expertise in integrations with SAML 2.0, LDAP for Single Sign-on authentication.

Experience using Discovery to load configuration information to CMDB.

Worked on integrating ServiceNow with third party tools and implementation of SOAP and REST API

Expertise in implementation, design, development, documentation, deployment, and post-production support following Software Lifecycle using SDLC SCRUM, Agile.

Hands on experience with ServiceNow Content Management System (CMS) for enabling content for ESS portal users.

Experience in Manipulating, Loading and maintaining data between Service-Now and other systems.

Experience in working with web scripting languages like HTML, JSP, JavaScript, JQuery, Angular JS, Ajax and CSS.

Knowledge in working with traditional databases like SQL Server, PostgreSQL.

Knowledge in working with Programming Languages like C#, JAVA.

Adaptable to work as a team member and as well as independently.

Extremely focused and able to quickly identify and respond to priority issues.

Experience in Installation and Configuration of different modules of serviceNow.

Experience in Creating Knowledge article, Mentored and trained business users & Helpdesk users on ServiceNow platform.

Used JIRA to create, track tickets for any issues and bugs.

Excellent interpersonal and communication skills, technically competent and goal-oriented with problem.

Excellent team player, ability to learn quickly and adapt to new technical environments that involves upgrades and integration.

TECHNICAL SKILLS:

Operating Systems: Windows 95/98/2000/XP, 2003, 2008, Vista, 7.0, 10.0, Lubuntu, CentOS

ITIL Tools ITSM Suite, ServiceNow, JavaScript, HTML, CSS.

Web Services: SOAP, REST

Programming Languages: C#, Java.

Software Methodologies: SDLC, Waterfall, Agile, Scrum, SAFe.

Scripting Languages: HTML/DHTML, XHTML, Java Script, jQuery, AngularJS

CASE Technologies: UML

XML Technologies: XML, DOM, XSLT

Database Technologies: SQL Server, PostgreSQL, MS Access, Oracle 11g

Reporting Tools: Microsoft Business Intelligence Development Studio (SQL Server Reporting Service)

Development Tools: NetBeans, Eclipse, Microsoft Visual Studio

Web Server: IBM Web sphere, WebLogic 10, Apache Tomcat

Version Control: SVN, GitHub

EDUCATION

Master of Science in Computer Information Science from Rivier University, Nashua, NH, USA

Master of Business Administration in Finance from Kakatiya University, Warangal, Telangana, INDIA

Bachelor of Commerce from Kakatiya University, Warangal, Telangana, INDIA

Certifications:

Certified ServiceNow Administrator

PROFESSIONAL EXPERIENCE:

Charles Schwab, March 2017 – Till Date

Raleigh, NC

Title: ServiceNow Developer/Administrator

Responsibilities:

Customized various modules such as Incident, Change, Problem, Knowledge, Service Catalog and CMDB in Service-Now.

Provided ServiceNow configuration and customization assistance including workflow administration, report setup, data imports, custom scripting and third-party software integrations.

Major responsibility included development and design of Self Service Portal.

Worked on portal development that included writing down Angular JS widgets more on the client side, server side so making sure these widgets work both on desktop and as well as mobile level.

Build portal framework that allows administrators to build a mobile-friendly self-service experience for users.

Worked on handling URL redirects for users logging in to the Portal.

Worked in IB operations including CMDB and installing and configuring mid servers.

Created customized and user-friendly widgets so users can access specific platform features using Service Portal.

Created Service Portal as an alternate to CMS using the Angular JS and Bootstrap framework.

Working on custom CMS portal which was developed using Bootstrap, CSS and CMS of ServiceNow.

Cloned out of the box widgets and embedded them on Service Portal to achieve certain functionalities.

Implement new workflows that use a variety of activities to understand how records are generated from workflows.

Used ACL's for controlling the security mechanism in ServiceNow.

Developed and configured Business Rules, Script Includes, UI Policies, Catalog Client Scripts and Client Scripts.

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

Created classes, uploaded CI data from excel sheet, relationship, ServiceNow Business service mapping Maps, ServiceNow Business service mapping map actions, Algorithm to maintain relationship between Service offering and CI etc.

Work with the Identification and Reconciliation application to understand how inserts and updates are performed to configuration items in the CMDB

Worked in generating the reports in ServiceNow as per the requirements in ServiceNow.

Created and implemented process documentation for Incident management.

Develop and manage application code, user interface, and third-party integration components.

Develop necessary development documentation as needed (e.g. technical design, developer notes, etc.)

Performs core configuration tasks including system policies, business rules and client scripts. Manages users, groups and roles and expertise in the LDAP integration with ServiceNow.

Initial Data Loads, from the external data source using the import Sets.

Enabled contextual security and create custom ACLs to lock-down permissions.

Successfully managed implementations for employee self-service (ESS) portal, HR case management, asset and work order management solutions.

Experienced in development and design of Self Service Portal.

Experience in migrating between various environments in ServiceNow using Update Sets.

Experience in loading data into ServiceNow using Import Sets.

Configuration of Email Notification and Email Integration.

S&P Global, New York Jan 2013 – Aug 2015

Title: ServiceNow Developer Administrator

Responsibilities:

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

Configured Service Level Agreements to define certain levels of service from both internal and external providers

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

Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items and Service catalog items.

Configured UI Page and UI Macro using Jelly and JavaScript.

Integrated with HEAT using Inbound Email Actions and Outbound Email Notifications.

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

Managing ServiceNow (Change Management) ITIL Automate and standardize business processes for all Go-Lives. Consolidating all global IT to a single system of record.

Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work

Developed new user interface for Help Desk Team.

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

Performing quality assurance testing and user acceptance testing.

Created reports and data imports for Incident, Problem, Service Request, and Change ServiceNow modules.

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

Responsible for preparing design level, program-level and user-level documentation.

Create workflow activities and approvals.

Configure alerts and notifications.

Customized various Business Rules, Client Script, Script includes UI Actions, UI Policies.

Perform upgrades and view/monitor history and status.

S&P Global, New York July 2011 – Dec 2012

Title: Research/Finance Associate

A Subsidiary of McGraw-Hill (Parent of Standard & Poor’s, New York, U.S.A.), is a leading global investment financial information solutions provider. It mainly concentrates on fundamental data, extended business descriptions, institutional holdings; snap shots, ratios, share price information etc.

As a Research Associate working for financial division - balance sheet, my role is to undertake an In-depth analysis of Financial Statements in identifying and gathering the financial statements information, making financial statements as reported by the companies to the clients. The entire updates would need to be performed within the stipulated timelines and with expected standards of accuracy.

Project: Balance Sheet – Liabilities & equity

Responsibilities:

As concerned to the Balance Sheet – Liabilities, to research and analyzing financial statements of various clients/companies as per the US GAAP rules.

Studying and understanding the various financial statements information according to policies and procedures and to assign the respective tags based upon the strings presented in the balance sheet.

Extracting the information based on the source documents provided for the particular company like e.g. Accounts payables, borrowings, accrued expenses, other liabilities, preferred shares, debentures,share capital, reserves, and retained earnings etc.,

Identifying and extracting the information relating to Balance Sheet “No tie items” which are not forming part of current liabilities, Non-current liabilities and Equity e.g., Liquidation value of preferred shares which is not part of balance sheet.

Assisting Jr. Research Associates and giving suggestions to them in gathering information from different types of documents and templates especially global companies, to improve quality of the data processing.

Comparison of Capital IQ data with other competitors’ data for improving quality of data.

Deal with balance sheet items, specially analyzing debt classification as long term and short term by going through the details given by the listed companies.

Clearing of Online & Offline Checks as per the priority from the customer.

Clearing of checks on time according to customer request.

Identifying the errors and assigning them to the respective associate while processing quality checks.

Involved in Bug ID Corrections and updating the Report to the higher officials as and when required.

Updating and reporting manual QC report to team lead for every bi-weekly.

Project: FDAC – III

Responsibilities:

Actively involved in Testing FDCA Application which is newly launched in Capital IQ, which is used for transferring the data in much more faster way to serve the client better.

Identifying the various bugs’ while testing the new application and reporting the same to the technology department to make sure these errors will not occur in the future.

Assigning the enhancement’s according to the requirements for the development of new version according to queries raised by the employees.

Interacting with tech department for clarifications of the bugs assigned.

Reporting to the higher authority regarding the status of new version of FDCA-III at the every weekend.

To gather requirements from all the individual departments required for the next release of the application and intimating the same with the technology team.

Testing the application as with respect to meet the required standards.

Environment: Windows OS, MS Office 2010

Contact this candidate