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Service Management

Location:
Visakhapatnam, Andhra Pradesh, India
Posted:
February 26, 2018

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Resume:

RAJESH

ac4mac@r.postjobfree.com

732-***-****

EXECUTIVE SUMMARY

Around 7+ years of experience in IT Industry with more than More than 6+ years of experience ServiceNow developer and administrator in Configuring Applications using ServiceNow tool, used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the ServiceNow platform as well as experience-delivering medium to large-scale ServiceNow implementations.

Worked on three implementations of ServiceNow.

Hands on experience on various IT Services modules of Service-Now tool like Service Catalog Requests, Asset Management, Configuration Management, ServiceNow Administration, Incident and Problem Management, Knowledge Management, Project Portfolio Management, Reporting, Gauges, Integration with Web Services.

Design and configuration experience in ITSM and customizing the applications using Java script, AJAX and HTML in ServiceNow.

Experience in Installation and Configuration of different modules of ServiceNow.

Hands-on experience in technical implementation of Incident Management, Problem Management, Change Management and Service Catalog.

Hands on experience developing CMS in ServiceNow.

Created Knowledge articles & mentored & trained business users & Helpdesk users on ServiceNow platform.

Participated in workshops with ServiceNow partner teams to help companies implement ServiceNow using best practices in ITSM.

Hands on experience in web development using HTML, JavaScript and CSS.

Hands on experience in software analysis, design, development, testing and implementation of web centric, object oriented, Intranet/Internet enterprise applications using Java/J2EE technologies.

Development experience adhering with SDLC processes like Waterfall, Agile, Test Driven Development

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

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, interfacing with vendors and management, and coordinating effort of administrators.

Hands on experience in Email Integration, LDAP integration, External Web services Integration (both SOAP based and REST based) in ServiceNow.

Expertise in configuring / maintaining / customizing ITSM.

Experience in working on the ITIL Process Configuration like Change Management and Knowledge Management and Reporting in ServiceNow.

Extensive knowledge and experience in implementation and administration of ServiceNow Asset Manager.

Working experience ServiceNow Discovery tool to meet the company outlined requirements.

Strong experience in customizing the form design and form layout for various forms in the ITIL Process like Incident, Problem and Change management in ServiceNow

Experience in working with the workflows in ServiceNow for Service Catalog using workflow editor Good knowledge of CMDB and Asset Management Services. Good in defining Configuration item relationships.

Extensive experience in Business Rules, UI Actions, UI Policies, Client Scripts.

Experience in configuring Data Dictionary, Validations Scripts for the fields with in the forms in ServiceNow.

Experience in working in AGILE based development environment and participating in Scrum sessions.

Supported the IT team responsible for the implementation and administration of the ServiceNow implementation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations.

Knowledge in object oriented analysis design and application development.

Worked on LDAP and SSO integrations.

Work effectively with others in a team environment & Lead various projects.

Strong verbal, written and interpersonal communication skills.

Strong team player, ability to work independently and in a team as well, ability to adapt to a rapidly changing environment, commitment towards learning. Possess excellent communication. Project management, documentation, and interpersonal skills.

TECHNICAL SKILLS / TECHNOLOGY

ITIL

ITSM, ServiceNow

Programming Languages

C, C++, Java, SQL, PL/SQL

Scripting Languages

JavaScript, HTML, CSS, Ajax, XML

Software Methodologies

SDLC, Waterfall, Agile, XP, Scrum

Database

Oracle 10g, MySQL

Database Tools

SQL Client, TOAD, SQL Developer

Web/Application Servers

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

IDE

Eclipse, Net Beans

Version Control Tools

CVS, SVN

EDUCATION

CVSR College Of Engineering, India

Bachelors of Technology in Information Technology

PROFESSIONAL EXPERIENCE

UHG (Optum) Nov 2016 – Till Date

ServiceNow Administrator/Developer

San Jose, CA

The project involved design and configuration of Service Level Agreements and Operational Level Agreements in ServiceNow tool for both Internal and External service providers. Project involves working in the Service Catalog, Dashboards, and Event Management and Incident Management module customizations along with enhancements.

Responsibilities

Analyze end user requirements and worked closely with team lead and Business analysts in understanding the current ServiceNow system.

Monitor and perform ServiceNow admin activities which involve user and group administration.

Implement and maintain the ServiceNow platform to meet the business processes and support ITIL.

Design and customize new Applications and Modules as per the requirements.

Create users, groups, roles and load the data to ServiceNow using import sets on daily, weekly or requirement basis.

Write Business rules, Client scripts, UI policies and UI actions to customize the instance.

Work on various modules in Service Catalog Management.

Configure Email notification and SMS notification to alert the users of ServiceNow.

Develop solutions using web services, SOAP, JavaScript and other web technologies to integrate ServiceNow with internal/external systems and tools.

Work on REST API as a third party application for Integration.

Work on ServiceNow scripts by using JavaScript also used Angular JS for creating UI Scripts.

Transfer data from one instance to other by creating and modifying Update sets.

Import Sets to transform data and transform maps.

Configure Service Level Agreements (SLA's).

Create various work flows for Incident Management, Change Management and Service Requests.

Test forms and reports for correct mapping of the objects and data transfers.

Design and implement of service requests through ServiceNow Catalog.

Understand the requirements and designing of work flows.

Implement new functionality using Business rules, UI policies, Access control lists (ACL) etc.

Work on the System Requirement Specifications (SRS) including problem analysis and system definition models.

Hands on experience in maintaining CMDB.

Track the record of configurations stored in CMDB.

Monitor system performance and provide system statistics and reports to the business.

Create homepages including basic reporting, gauge configuration and dashboards.

Prepare documentation for installation, design and requirements of ServiceNow.

Various types of UI pages and Macro templates are created using Apache Jelly.

Create transform maps using automatic field mapping and scripting.

Perform Data migration to import data from other applications and external databases.

Create many standard work flows which are propagated and handled in many custom events.

Work in Problem management based on requirements gathered through testing.

Environment: ServiceNow, CMDB, SOAP, AJAX, JavaScript, CSS, XML, HTML, XHTML, Windows 7, SQL Server.

Bank of the West Dec 2014 – Nov 2016

ServiceNow Admin/Developer

San Jose, CA

BOW is developing a Facilities Application which makes ease for all the users to request for different services by accessing through a single form. Requesters raise the Work orders for their requests and Co Coordinator assigns the Work orders for the Fulfillers to fulfill them. The same Application is developed for the Tablet and Mobile users as well which reduces the work of fulfillers to access the work orders without logging into the instance.

Responsibilities

Developed Facilities Application and several modules for all the facilities in the Capital One

Build the forms as per the requirements to meet the business needs.

Worked in Agile methodology environment.

Good knowledge in scripting to write the Business rules and Client scripts.

Designed the form layout and modified the user interface using UI Actions and UI Policies.

Customized various applications like Incident, Problem and Change management.

Created some modules by providing the link type URL which helps to navigate to other sites from the ServiceNow itself.

Created, Modified and merged various Update sets to deploy them into the other instances.

Worked on Import sets and Transform maps to import the data from the Spreadsheets.

Exporting and Importing of data in XML files.

Upgraded to Istanbul version.

Reporting product enhancements and updates in the Istanbul release of ServiceNow Express platform.

Web services (REST) enhancements and updates in the Istanbul release of ServiceNow Express platform.

CMDB and asset enhancements and updates for the Istanbul release of ServiceNow Express platform.

Created different Users, assigned them into a specific group based on their roles.

Several modules were role protected so that the visibility of the modules is skinned down for the users based on their need of the modules.

Developed various Email templates as per the User requirements and worked on the Email notifications.

Email notifications and SMS notifications are configured to alert the users of ServiceNow.

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

Involved in developing the same Application for the Tablet users and for the Mobile users too.

Researched on Boston University and MIT ServiceNow experience and implemented for the Harvard Business School as ServiceNow is a pre-dominant tool in present market.

Defects are raised using the Defect Management Application.

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

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

Worked on integration using SOAP, REST, LDAP and JSON.

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

Environment: ServiceNow, Workflows, JavaScript, REST, SOAP, Service Catalog, User Administration, Oracle 10g, Service Level Management (SLM).

Red Hat – Raleigh, NC May 2012– Dec 2014

ServiceNow System Administrator

Red Hat, Inc. is an American multinational software company providing open-source software products to the enterprise community. Founded in 1993, Red Hat has its corporate headquarters in Raleigh, North Carolina, with satellite offices worldwide. The project involved in design and configuration of Service Level Agreements and Operational Level Agreements in ServiceNow platform for both Internal and External service providers.

Responsibilities:

Design and developed workflows, forms, scripts and underlying logic using SCRUM / Agile methodologies.

Involved in analysis of end user requirements and worked closely with team lead and Business analysts in understanding the current ServiceNow system.

Monitored and performed ServiceNow admin activities which involve user and group administration.

Implemented and maintained the ServiceNow platform to meet the business processes and support ITIL.

Designing and customizing new applications and modules as per the requirements.

Participated in and support ServiceNow version upgrades. Install, test and take new applications live in ServiceNow.

Writing Business rules, Client scripts, UI policies and UI actions to customize the instance.

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

Developed solutions using Web services, SOAP, JavaScript and other web technologies to integrate ServiceNow with internal/external systems and tools.

Worked with reporting in configuring Service Level Agreements (SLA). Provided technical advisory services for multiple options and risks.

Worked on REST API as a third-party application for Integration.

Involved in transfer of data from one instance to other by creating and modifying Update sets.

Worked on Import Sets to transform data and transform maps.

Strong in creating various work flows for incident management, change management and service requests.

Involved in testing forms and reports for correct mapping of the objects and data transfers.

Good knowledge in designing and implementing of service requests through Service now Catalog.

Implementing new functionality using Business rules, UI policies, and Access control lists (ACL) etc.

Worked on the System Requirement Specifications (SRS) including problem analysis and system definition models.

Tracking the record of configurations stored in CMDB.

Monitored system performance and provided system statistics and reports to the business.

Created homepages including basic reporting, gauge configuration and dashboards.

Involved in preparing documentation for installation, design and requirements of Service now.

Various types of UI pages and Macro templates are created using Apache Jelly.

Created several transform maps for importing CMDB data.

Performed Data migration to import data from other applications and external databases.

Environment: ServiceNow, JavaScript, CSS, xml, Html, CMDB, JavaScript, Apache jelly, REST, SQL,SOAP, Linux.

ValueLabs - Hyderabad, India Jun 2010 – May 2012

Jr. UI Developer

ValueLabs is a global business technology solutions and services provider. ValueLabs is pioneering industry-specific solutions and new age digital practices that enable rapid growth, rich value and specific business outcomes. The project was to develop web portal for student health and life insurance across west coast.

Responsibilities

Involved in requirements gathering, analysis, design and testing of the complete system.

Implemented the presentation layer using JSP, HTML and CSS.

Configured Tomcat Apache for deployment.

Designed and created various tables required for the project in MySQL database.

Developed the application using Eclipse.

Part of the team which was responsible for designing and developing the application in n-tier fashion as per struts based MVC architecture standards

Designed and developed the Web-based User Interface on Jakarta Struts Framework using Java, Beans, Servlets, JSP and JavaScript.

Responsible for developing the Registration modules of the wholesale application

Utilize various Java Design patterns to develop Business modules based on the required functionality

Responsible for developing the application level flow by utilizing Java, JSP and Struts

Developed the business components (in core Java) used for the calculation module (calculating various entitlement attributes).

Responsible for developing the OS specific scripts (Shell Scripts) for automating the closing doc Process.

Wrote stored procedures and functions on Oracle.



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