Service Management

Sai Pranav

Service Now Developer/Admin

**********.***@*****.***

Phone: 510-***-****

Professional Summary:

9+ Years of Professional IT Experience with around in Service Now platform as both Developer &Administrator.

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

Experience exclusively in Designing, customization, enhancing, workflow configuration, integrating and supporting Service-Now suite of products such as Incident Management, Problem Management, Change Management, Asset and Service Request management systems.

Experience working on SaaS (Software as a Service) based tools (Service Now), with focus on implementing ITIL processes.

Knowledge on installation in Unix and Linux and Solaris servers.

Good understanding of IT Help Desk and service management along with good understanding of the ITIL framework.

Extensively worked with Helenski and Istanbul; releases of service now with strong emphasis on supporting the ITSM application.

Familiar with ServiceNow Orchestration.

Experience in utilizing Service-Now tool like Service Catalog Requests, Asset Management, Configuration Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Project Portfolio Management (PPM), Reporting, Gauges, Integration with Web Services.

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

Worked on the latest release ISTANBUL, JAKARTA which is the advanced release.

Configured Applications using Service-Now tool used in ITIL Management. Strong understanding of ITIL V3.

Worked on LDAP, SSO, Remedy, Web Services, and Email integrations.

Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large-scale Service Now implementations.

Experience in Configuration of different modules of Service-Now.

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

Gaining knowledge on the latest release of service now Jakarata, Kingston.

Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks

Working knowledge of Knowledge articles, incidents, CMDB and dictionaries

Extensive knowledge developing CMS in Service Now.

Utilized Orchestration to extend workflows to interact with systems and applications outside the ServiceNow instance.

Service-Now Administration and Production support including maintenance of lower life cycle instances

Excellent knowledge in Configuring Email Notifications and Scripting Inbound Email actions

Experience with Web Technology; such as: XML, HTML, JavaScript and Web Services.

Experience in creating scripts like Client Scripts, Catalog Client Scripts, UI scripts and UI Policies.

Created catalog items, workflows, inbound emails actions and update sets for service requests.

Performed several Integrations like LDAP, SSO, and Remedy etc.

Strong development experience and professional HTML5, CSS/ CSS3, JS and JQUERY and various Java and JavaScript design patterns, Web Services.

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

Web services, Discovery, Workflow, and CMDB. Implemented of Discovery from scratch, by installing MID Servers on remote desktops.

Configure Servicenow tool for the defined processes. Design and develop scripts for any customization required. Supporting Power shell scripting in workflows.

Experience in configuring the Incident Management, Problem Management, Change Management, Asset Management, Service Request Management applications and BMC Atrium CMDB

Demonstrated ability to manage and direct internal/external clients around all key technical decisions during project delivery and project work of advanced ServiceNow development.

Tracking of Incident from creation to closure, with timely communication to business. Monitoring service level agreement (SLA's) and operation level agreement (OLA's).

Technical Skills

Service Now

Reporting, Discovery and Integrations, Client Side and Server Side Scripting, Client & Server API's, Glide Aggregate, Glide Record, Administration, Reporting, Email Notifications, Creating/Editing Home pages, Personalizing Forms.

Process Flows & Call-Tracking Tools:

ITIL V3 Certification ITIL incident management service processes; HEAT; Remedy; Zendesk, ITIL ITSM, ServiceNow Discovery/ITOM, CMS, LDAP.

ITIL

ITIL: ITSM, Service Now, Kingston, Helsinki, Istanbul

Change Management, CMDB, Project Portfolio Suite,

Knowledge Management, orchestration, Service Catalog

Web Technologies

HTML5, XML, XHTML, CSS, JavaScript, Angular Js.

Java

JDK 1.6, Collections, Multithreading, Networking, Generics, Exception Handling, Files and Streams, JDBC

Programming Languages

Core Java, Python, C, C++, SQL, PL/SQL, ASP.Net, C#

Scripting

Shell, Python, JavaScript, C, C++.

Protocols

TCP/IP, HTTP/HTTPS.

Databases

SQL DBA, MySQL, Apache, Oracle 9i, 10g, 11g, SQL Server […] Oracle, SQL Server - Programming, Scripts & Stored Procedures, MY SQL, Access MYSQL, SQL Server 2012

Operating Systems

UNIX,LINUX, Windows NT, Sun Solaris, Windows XP, Window Server 08, UNIX scripting, Windows Scripts, Batch Files, Macintosh

IDE Tools

Eclipse, Net beans, TOAD

Web/Application Servers

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

Software Methodologies

SDLC, Waterfall, Agile, XP, Scrum

MS Office Tools

MS Word, MS PowerPoint, And MS Excel.

ITSM Tools

PPM, Performance Analytics, Discovery CMDB, Asset Management

Professional experience

Client: JPMC, Cincinnati, OH Jan 2017 - Till Date

Role: Sr. Service Now Developer/Admin

Description: Supporting the team responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.

Responsibilities:

Developing and implementation of Global Security Governance, Risk and Compliance (GRC) methodology, program, processes and technologies.

Analyzing application requirements and providing best feasible solutions.

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

Working on ACTIVE DIRECTORY using LDAP connections to get USERS, Groups and Departments Data.

Working on Instance Cloning and migration activities

Expertise in Design and development of CMDB (Configuration Management) in Service Now

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

Working on Service Catalog, Incident Management, GRC, Configuration & Change Management and Release Management with far reaching learning on Content Management System.

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

Developing POWERSHELL Scripts to archive files and Convert files type and used in Orchestration workflows

Experience with Web Technologies / AJAX.

Working extensively on Configuration & Asset Management, Change Management and Release Management.

Knowledge on the technical implementation of various ServiceNow modules such as Incident Management, Change Management, and Problem Management.

Providing training on GRC processes and technologies to stakeholders.

Utilizing GRC tools to automate information security processes and reporting.

Design and implement business solutions on the ServiceNow ITSM platform.

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

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

Experience with jelly scripting in ServiceNow. Designed Workflows, along with standard Workflow templates which can be reused. Involved in migration from BMC Remedy to ServiceNow.

Setup the SLAs according to the business requirements.

With Apache Jelly to create various kinds of UI pages.

Creating the custom ESS portal page.

Hands on experience working on SaaS (Software as a Service) based tools (Service Now), with focus on implementing ITIL processes

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

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

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

Configuring and Implemented Incident, Problem, Change, Service Catalogs, Performance Analytics, Hardware Asset Management, Software Asset Management, Service Portals etc

Creating advanced real-time dashboards and reports with the addition of Performance Analytics.

Expert knowledge of orchestration works with ServiceNow

Intermediate Knowledge of how to write JavaScripts and Shellscripts, PowerShell, ChefScripts

Handling UI Action /UI policy and /Access control lists

Experience with XML, HTML, AJAX, Jelly, CSS, jQuery, Bootstrap and AngularJS frameworks

Environment: ServiceNow Jakarta, Windows 10, Jelly, XML, Oracle 11g, SVN, Toad, SQL*Plus, SQL*Loader, UNIX, CMS, Script Include, Java Script, Client Scripting, Jelly Scripting, Service Catalog Workflows. ITIL, ITSM, ITOM, glide script, JSON, Integration, Orchestration, Web Services, Discovery, CMDB, LDAP, PowerShell, Service mapping.

Client: Fannie Mae, Herndon, VA Feb. 2015 - Dec 2016

Role: Sr. Service Now Developer /Admin

Responsibilities:

Customization and Administration of ITSM, Incident, Change, Problem and Knowledge management, Service Catalogs and Workflow Management in ServiceNow

Worked with clients to assess current state processes and tools, defined Service Now requirements and developed and configured the Service Now platform.

Worked on End to End implementation of Discovery.

Maintained the Configuration Items and modified the forms and form Sections.

Worked with UI pages, workflow and Core Configuration.

Used scripting tools and Service Now functionality to create script to automate rote tasks being done in Service Now.

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

Worked with windows team, network team and Asset team to check for the data collected through discovery is accurate

Web application development using HTML5, JavaScript, Java, CSS, Jelly.

Worked on Customizing and Maintaining various ITIL Modules

Experience working in a highly regulated environment (including SOX, HIPAA)

Experience in developing web pages using JSP, HTML, CSS, XML, Java Script, AJAX, JQuery, AngularJS, and Bootstrap.

Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record.

Creating custom UI pages using Jelly scripting in ServiceNow.

Created and modified various Business Rules, Script includes, Ajax, J Query, JavaScript, and Jelly scripts, UI Actions, UI Policies for the existing and customized applications as per the business requirements.

Responsible for creating various workflows for Incident Management, Asset Management, and Change Requests.

Document current business processes, gap analysis, Identify and propose improvements to current processes, conduct workshops to identify foundation data for $14.5m BMC software implementation.

Worked on various modules of Service Now like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.

Configured Service Catalog and CMDB foundation data. BMC software targeted for delivery includes: ADDM, BNA, BSA, BPPM, Remedy On-Demand ITSM, BMC Orchestrator.

Designed Workflows, along with standard Workflow templates which can be reused.

Worked with Apache Jelly to create various kinds of UI pages and Macro templates.

Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.

Proposed and Implemented ITSM best practices in company's environment.

Performed integrations and process automation using ServiceNow Orchestration.

Performed System and integration testing with sample/live data with Support Services team.

Environment: Service Now, Incident Management, Orchestration, LDAP, Discovery, CSS, HTML5, Jelly, ITIL, ITSM, Jelly, SQL, and Problem Management, JQuery, AngularJS, JavaScript, XML.

Client: Morgan Stanley, New York, NY June 2013 – Dec 2014 Role: ServiceNow ITOM Developer

Description: Work as production support engineer for ServiceNow system. Involved integration and changes in ServiceNow tool. Working in mostly Service Catalog, CMS and Incident module customizations and enhancements. Apart from this work one more internal Healthcare vertical project.

Responsibilities:

Used data sources to migrate the data from excel sheets to ServiceNow through transform maps.

Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions. Installed MID Servers on remote desktop and conducted tests required for Discovery.

Worked on Discovery to re-locate the devices that were irregularly managed and found a solution in resolving the issues with using the discovery tool for a better use.

Sets up Service Level Agreements (SLAs) and monitors SLA workflows, creates and tracks Service Catalog requests, and items with variables.

Configured SLA's depending on requirements of various groups.

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

Created schedules, reports and monitor performance of ServiceNow Documented all implementations and best practices defined within team.

Worked on setting up Email Notifications for different ITIL modules in ServiceNow.

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

Good Knowledge in scripting using Glide Script, Java Script, AJAX.

Worked on ServiceNow ITOM business development, project delivery / implementation, building ServiceNow ITOM practice & competency (Service Mapping, Discovery, CMDB, Event Management), and providing consultancy services to business regarding overall strategic business transformation leveraging ServiceNow.

Establish a maintenance schedule through the ServiceNow upgrade calendar and recognize good practice opportunities.

Participate in Change Management related process meetings, advising and consulting across technology for process adoption.

Used ServiceNow reporting to analyze and troubleshoot reports, ensuring data accuracy and timeliness.

Reviewed Change Requests & approve changes to ensure all changes confi

rm to Change Management standard as summarized in Change Management grid along with SOX documentation review and scheduling of the change.

Monitoring the migration of BMC Remedy with ServiceNow and developing ITSM/ITIL processes, roles, business procedures to support (ITSM) best practices.

Work closely with Linux and Devops teams to do MySQL/MariabDB database snapshots using Nimble for refresh from production and development.

Configure, monitor and troubleshoot MySQL/MariaDB master-slave replication

Primary role throughout all the phases of the SDLC (software development life cycle) with getting a viable business enterprise software product to market.

Assisted business users in troubleshooting access (ACL) related issues on ServiceNow platform.

Developed workflows and in customizing the applications in ServiceNow using Java script, AJAX, HTML.

Worked on ServiceNow Jakarta and upgrading to Kingston.

Experience in configuring the SLAs for various ITIL processes as per the client requirements.

Developing and configured Business Rules, Script Includes, UI Policies, and Catalog UI policies, UI Pages, Catalog Client Scripts, Client Scripts, UI Actions, UI Macro, Dynamic Content and Style Sheets etc.

Done the integration of Service Now with third party tool by using SOAP and REST messages.

Environment: ServiceNow (Incident, Change, Problem, Service Catalog, Knowledge base), ITSM, Java script, HTML5, Workflows, JavaScript, CSS, XML, Glide Script, ITOM,

Web Services, SOAP, SQL, SAML 1.1, XML, IFrames, AJAX, Orchestration, Shell scripting, Log4j, Integrations, e-Directory, Cloud services, ITIL, SCRUM.

Client: Value Momentum India Oct. 2011 to April. 2013

Role: Service Now Developer/Admin

Project Description: As a Service Now developer, I am responsible for designing and developing CMS Portal, ServiceCatalog, Configuration Management, Incident-Problem-Change management modulestroubleshooting, Bug-fixing and report management.

Responsibilities:

Involved in requirement gathering sessions with the client and created the specification documents as per the requirements.

Established and maintained effective communications with customers, other technology specialists, and vendors about services.

Worked on customizing Incident, Problem and Change management screens using Client Scripts, UI Policies, UI Actions and Business Rules.

Created Workflow activities and approvals for both standard and nonstandard catalog items.

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

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

Defined and configured DISCOVERY schedules and Worked on DISCOVERY and set up mid servers and check for the connectivity.

As per the best practices of Service Now, developed and configured Business Rules, Script Includes, UI Policies, Catalog Client Scripts and Client Scripts, Scheduled Jobs.

Designed Content Management System for various systems which involved catalog work, layout and CSS.

Importing data from external sources like excel sheets using Transform maps.

Integrated request for service processes for creation of Configuration Items to Service Now CMDB.

Involved in redesigning the workflows using Service Now workflow editor and also involved in reconciliation of complicated workflows to simpler form.

Worked on order guides, to arrange them in sequential order to make the user comfortable while raising a request.

Performed migration activities (Dev to QA, QA to Prod) using Update Sets.

Worked on Glide, Java Script, HTML, XML, and AJAX. Done integration with third party tools using (Web services, SOAP, Email, MID Server).

Environment: Service Now, Change Management, Incident Management, Problem Management, ITIL, HTML, Java script, XML, AJAX, CSS, CMDB, JavaScript, Html, CSS, Glide Script, Service Now, Web Services, CMDB, JSP, Servlet, Struts, JDBC UNIX, Oracle 9i, PL/SQL, HTML, JSP, Tomcat, JavaScript, Java Beans.

Client: Amedha Info Systems PVT LTD. Oct. 2009 – May2010

Role: UI Developer

Responsibilities:

Involved in development as part of UX team to continuously accommodate changing user requirements.

Responsible for translating designs and concepts into highly usable and engaging web applications using a variety of technologies Implemented presentation tier using HTML, CSS by utilizing the mock-ups that were created by the design team.

Converted business requirements into technical requirements in preparation of High level design Document and Functional specifications.

Developed screen functionality using HTML, CSS, JavaScript across entire application that controls color, Layout, width, height, font size, images size and accomplished other graphic related features.

Used AJAX for implementing part of the functionality for Customer Registration, View Customer information modules.

Developed UI using JavaScript, HTML, CSS, JavaScript validations and XML.

Created both client and server side validations.

Used HTML5, CSS3, AJAX, JQUERY, JSON and Bootstrap to develop view pages.

Written CSS to provide a table free layout of the user interface screen.

Used MS Visio, Dreamweaver and Photoshop tools for web application development.

Developed front-end UI pages and necessary backend classes to support data access and us.

Implementing the project in agile methodologies - sprint & scrum.

Used core java concepts like Collections, Generics, Exception handling, IO, Concurrency to develop business logic.

Involved in Requirements gathering, analysis, design, development, testing and Maintenance phases of Application.

Environment: Spring MVC, Java, Hibernate, Sublime Text, Eclipse Git, JavaScript,jQuery, AJAX, HTML5, CSS3, animate.css, Twitter Bootstrap, Maven, Bower, Log4j, MySQL.

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