Service Management

Mounika Reddy Gotumukkula

ServiceNow Developer/Administrator

Mobile: +1-508-***-****/ E-Mail: ************@*****.***

SUMMARY

•Over all 6 years of IT experience as Java Developer, ServiceNow Administrator and Developer.

•4+ years of experience in IT Infrastructure management with experience in various IT implementation frameworks which includes ServiceNow development, Administration and Consulting.

•Experience in upgrading the instances from Istanbul to Jakarta, from Jakarta to Kingston.

•Good hands-on experience with Geneva, Helsinki, Istanbul, Jakarta and Kingston.

•Experience in all aspects of client engagement lifecycles including Requirement gathering & effort scoping, product implementation & development, production support, and system upgrades on ITSM and monitoring.

•Experience in coding, Object oriented, modularized software.

•Hands-on experience in technical implementation of Incident Management, Problem Management, Change Management, Facilities Management, Service Portal and Service Catalog, Knowledge Management, Reporting and Integrations along with MID Server.

•Experience working with Agile teams with software development tool ServiceNow.

•Implemented procedures in Active directory to support messaging functions such as spam control and Active Sync devices. Troubleshoot experience with Active Directory, Outlook, NTFS and other network issues.

•Extensive knowledge and experience in implementation and administration of ServiceNow.

•Design, develop, unit and integration test, document, and deploy software features on the ServiceNow platform.

•Experience in Configuring the SLAs, migrating between various environments, cloning between various environments in ServiceNow.

•Proficiency in JavaScript, HTML, XML, Jelly Scripting, Web Services.

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

•Hands on experience in creating customized Reports using Performance Analytics.

•Experience in Using ServiceNow Performance Analytics Module created Data sources, widgets and Gauges.

•Good understanding on Service Watch and Mapping Techniques.

•Experience in Content Management System (CMS) and Project Portfolio Management(PPM) in ServiceNow.

•Experience in working with Self-Service portal using Jelly Script and UI Macros.

•Experience using DISCOVERY to load configuration information to CMDB. With good hands-on experience with discovery lifecycle.

RELEVANT COURSE WORK

•Java

•C programming

•Data Structures

•Computability and Complexity

•Cloud Computing

•Distributed Computing

•Soft Computing

•Algorithm Design and analysis Data Structures

•Operating Systems

•Embedded Systems

•Micro Processors and Micro Controllers

•Advanced Computer Networks

•VLSI Design

PROGRAMMING

C, Java, Basics of Python, MATLAB, Scheme

TOOLS

Eclipse, ServiceNow, NetBeans, Visual Studio, Xilinx, Turbo C, Dev C++, Racket, PEGA, Tableau

DATABASE TECHNOLOGIES

MySQL, Oracle 11g

WEB SERVICES AND DEVLOPMENT

Amazon Web Services, XHTML, CSS, Java Script, Angular JS

CERTIFICATIONS

•ITIL Foundation (v3) Certified from Axelos

•ServiceNow Administrator Certification

WORK EXPERIENCE

Safeway, Dallas TX January 2016 – April 2018

ServiceNow Developer

•Part of support activity to resolve incidents by provided with proper root cause investigation.

•Perform day to day administration of the Service-Now tool Maintain business services and configuration item relationships in Service-Now tool and upgrade to Jakarta. Working on the latest release Kingston.

•Developed and managed application code, user interface, and third-party integration components.

•Developed necessary development documentation as needed (e.g. technical design, developer notes, etc.). Managed users, groups and roles. Worked on UI pages using Angular JS.

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

•Performed core configuration tasks including System policies, Business rules and Client scripts. Manages data with Tables, the CMDB, Import Sets, and Update Sets.

•Strong skill set in the Service Now suite development including SOAP/REST integration, Web services, Discovery, Workflow, CMDB.

•Created Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows.

•Performed migration activities (Dev to QA, QA to Prod).

•Proficiency in JavaScript, HTML, XML, Jelly Scripting, Web Services• Created inbound actions for creating the tickets through Email.

•Demonstrated the stakeholders about the connect support in Jakarta and configured different chat queues. Construction of UIs using jQuery, Bootstrap and JavaScript.

•Cloned out of the box widgets and embedded them on portal in order to achieve certain functionalities. Configured LDAP and SSO.

•Coordinated Service Catalog options, including two-step checkout, cart controls, and variables.

•Investigated performance issues, learn troubleshooting tools, and use system logs to find issues.

•Coordinated installation of ServiceNow upgrades and/or service packs. Develops and manages the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements or error correction. Worked on HTML customization for Notification.

•Developed and improveed user systems procedures and prepares systems documentation.

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

•Developed Service Catalog items based on the requirement provided by the stakeholders.

•Installed MID Servers on remote desktop and conducted tests required for Discovery.

•Created notifications based on user requirements and also configured inbound email actions to create incidents or requests. Worked on UI pages using Angular JS. Worked on ServiceNow scripts by using JavaScript also used Angular JS for creating UI Scripts.

•Involved in upgrading the instances to Istanbul.

•Strong skill set in the ServiceNow suite development including SOAP/REST integration, Web services, Discovery, Workflow, CMDB.

•Used TFS allowing information to flow freely between TFS and other tools like JIRA, HP QC, IBM RTC and many more. This improved team collaboration, Cross-tool traceability and reporting, removing the need for manual processes and spreadsheets.

•Developed Business Solutions using AJAX and Business Scripts and Workflow Automation.

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

•Developed Service Catalog Items as per the requirements of the stakeholders.

•Worked in production support for all the ServiceNow related issues.

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

•Involved in planning and coordinating Implementation plan for every release in ServiceNow.

•Implementation of changes effectively to improve the efficiency and automation in ServiceNow.

•Prepared requirement specifications and design documents.

•Strong knowledge in scripting using JavaScript.

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

•Worked with email notifications, inbound actions, reports, gauges, and home pages.

•Developed with transform maps to Load data from data sources and made sure the imported data is consistent with transform scripts. Performed Integrations with LDAP for accessing the user account information.

•Involved in design of ServiceNow foundation set-up, ESS form layout design and application integrations.

•Provided analysis of problems and resolutions or fixes for the production issues related to Service Now platform within the Service Level Agreement.

•Coordinated ServiceNow environment/form back-end customizations. Notified clients and updated documentation.

Environment: Html, CSS, JavaScript, AngularJS, Glide Script. ServiceNow, JSON, XML, Agile, Shell scripting, Integrations, ITIL, Web services, LDAP, SSO, Integrations, Upgrading instances.

Solugenix Inc, India January 2015 – December 2015

ServiceNow System Administrator/Developer

•Involved in configuring the data policies and UI policies as per the requirements.

•Involved in upgrading the instance to Geneva from Fuji.

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

•Provided ServiceNow customization to end clients.

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

•Developed necessary development documentation as needed (e.g. technical design, developer notes, etc.). Manages users, groups and roles.

•Coordinated the instance upgrade activities and migration using update sets.

•Extensively worked on CMDB and setup mid servers as per the requirements.

•Involved in configuration of Email notification and SMS notification to alert the users of ServiceNow.

•Followed standard procedures for proper escalation of unresolved issues to the responsible internal teams.

•Configured the complex workflows that drive the Catalog Items.

•Designed multiple web APIs.

•Worked on loading the data into ServiceNow using import sets.

•Created functional and technical specification documents for various ServiceNow modules.

•Performed configurations and customizations of ServiceNow applications like Service catalog, Incident and Change. Involved in working and developing of ServiceNow plugins and customizations.

•Used XHTML, CSS, JavaScript to create design layout.

•Involved in creation of ServiceNow Applications, modules, and Tables as per requirements.

•Involved in setting up the SLA as per the requirements.

•Apart from development activities, worked on the operational activities which comes in day to day tickets.

•Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5, AngularJS, PowerShell, shell scripting.

•Worked closely with ServiceNow team and Infrastructure team to facilitate LDAP integration.

•Imported asset data from external data source to ServiceNow.

•Implemented Single Sign On, Project Portfolio Suite in ServiceNow.

•Created various workflows for Incident Management, Change Management, Service Requests and SLA's.

•Part of end user self-service portal management.

•Configured end to end process for Knowledge management and worked on the knowledge Centered Support (KCS) plugin.

•Created SLA, Schedules and attached these to the incident/change/requested items and various Service Offerings etc.

•Created and moved update sets to different ServiceNow instances.

Environment: ServiceNow ITSM tool, Java scripts, Workflows, LDAP

Rego Consulting Inc, India May 2013 – September 2014

ServiceNow Administrator

•Designed the Content Management System for Various system which involved layout, UI pages, CSS and service catalog work.

•Worked on Client-side Scripting (Client Scripts, Catalog Client Scripts, UI scripts and UI Policies).

•Used server-side scripting (Business Rules, UI Action, UI Macro, UI Page) to meet the data requirements set forth by the Customer and working on running Schedule jobs.

•Detected and assessed the business impact of an event, and respond to critical changes in risk posture between assessments. Developed Incident Management, Problem Management and Change management to support customer service operations of the client.

•Developed various scripts in their order of execution that are related to ACL's, Business Rules, Client Script, Script includes and UI actions.

•Configured events, notifications, Inbound email actions and SLA rules for incident management process.

•Resolved incidents with proper root cause investigation as a part of support activity.

•Optimized and Monitored system performance and provided system statistics and reports to the Business.

•Worked closely with ServiceNow team and Infrastructure team to facilitate LDAP integration.

•Configured Applications using ServiceNow Enterprise application suite in ITIL Management. Deep functional and technical knowledge of the ServiceNow platform.

•Worked on building KPI reports and dashboards in ServiceNow Performance Analytics tool for various business groups.

•Created various front-end forms including advanced customizations that require modification of UI pages.

•Closed open Incident, Problem and Enhancement requests.

•Communicated with the customer the status of requests to ensure the timely resolution.

•Expert ability to diagnose/resolve complex problems of enterprise web applications environment.

•Gathered requirements from stakeholders at various phases to leverage ServiceNow within the organization on End user self-enablement portal using CMS.

•Created update sets to move customizations between different systems.

•Prepared design level, program level, and user level documentation.

•Configured workflows for request, approval automation, alerts and notifications.

•Worked on Incidents that require enhancement and maintained SLAs.

•Involved in complete SDLC requirement analysis, development, system and integration testing.

•Developed complex workflows in Service Catalog for interaction with Third Party Sources.

•Implementation of ServiceNow discovery and CMDB and integrating it with Change Management.

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

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

•Configured Email Notification and Alerts to notify users about specific activities in the system.

•Worked with business analyst to create and modify Service Catalogs and request Workflows Designs.

•Designed and implemented new functionalities for enhanced features.

•Experience in creating the homepages, widgets in help with the administrator using ServiceNow performance Analytics tool.

Environment: ServiceNow, Workflows and Approvals, Email-services, Security-Controls, Reports, Dashboards, Triggers.

Shore Inc, India March 2012 - May 2013

Java Developer:

•Knowledge and experience in Software Development Life Cycle (SDLC), and Agile Model Driven Development.

•Experience with Presentation Tier development by using JSP, Apache Structs framework and Spring MVC.

•Experience with data mapping API’s namely Hibernate Along with JDBC.

•Extensively worked with Spring Framework.

•Have good experience on HTML, CSS, JavaScript, JQuery.

•Experienced in developing the unit test cases by using Junit.

•Involved in SDLC Requirements gathering, Analysis, Design, Development and Testing of application using AGILE methodology (SCRUM).

•Designed and developed the UI for GEMS application using HTML, CSS and JavaScript.

•Experienced with web/application servers like Apache Tomcat.

•Implemented code for “search, add, update, delete and fetch” the players information from database by simply searching with the player ID on the UI.

•Completed webpages for 6 gaming modules.

Environment: HTML5, CSS3, JavaScript, jQuery, Bootstrap, jQuery, Oracle, Java, Jenkins, Eclipse, IntelliJ.

EDUCATIONAL CREDENTIALS

Master of Science in Computer Science GPA-3.33/4.00

Wright State University, Dayton, Ohio.

Bachelor of Engineering in Electronics GPA-3.50/4.00

JNTU Hyderabad, India.

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