Service Developer
Resume:
Nischala Chiluveru
*********************@*****.***
Professional Summary
Around 6 years of experience in IT Industry with 3+ years of experience as a ServiceNow developer and administrator.
Certified ServiceNow System Administrator.
Experience with different modules such as Incident Management, Service Catalog, Problem Management, Change Management, Project Management, CMDB, Service Portal and Custom Application Development.
Experience in web development technologies using HTML, Ajax, JavaScript, Jelly, and CSS.
Design and configuration experience in ITSM and customizing the applications using Java script, AJAX and HTML in ServiceNow.
Experienced in ServiceNow Kingston, Jakarta, Istanbul, Helsinki, Dublin, Eureka and Fuji versions.
Hands on experience in Email Integration, LDAP integration, External Web services Integration (both SOAP based and REST based) and other similar tools using MID Servers in ServiceNow.
Good understanding of IT Service Management (ITSM) and the ITIL business process maintain service level agreement (SLA) and monitor an SLA workflow.
Hands on experience in implementing ServiceNow applications Incident, Problem, Change, Configuration, Service Catalog, Integrations, Reporting and Asset Management.
Experience in Implementing Single Sign on (SSO) using SAML 2.0 with Windows Active Directory and LDAP.
In depth experience will all levels of the development lifecycle process.
Created various SLA's as per client requirement with the Incident Management applications.
Hands on experience on various IT Services of ServiceNow tools like SLM, SCRUM, Configuration Management Database, Content Management, Incident and Problem Management, Knowledge Management, ServiceNow Administration, Reporting, Integration with Web Services.
Experience in creating scripts like Client Scripts, Catalog Client Scripts, UI scripts and UI Policies.
Experience in Creating Knowledge article, Mentored and trained business users & Helpdesk users on ServiceNow platform.
Experience in Client Script/Calling server-side code using Glide Ajax in Client Script.
Involved in for producing Technical Design Documents that includes application architecture details.
Experience in Server Script (Business Rules/Script Include/Service Catalog) and good understanding of Server/Client API.
Managed scheduled jobs, import sets and transform maps to maintain integration with associated databases and maintain CMDB.
Experience in Software design and development using JAVA/J2EE technologies.
Experience with rational databases such as MS SQL, Oracle.
Used JIRA to create, track tickets for any issues and bugs.
Experience in working in AGILE based development environment and participating in Scrum sessions.
Worked effectively with others in a team environment & Lead various projects.
Certification
ServiceNow System Administrator
Education Background
Bachelor’s degree in Information technology, India
Technical Skills
ITSM: ServiceNow
Programming Language: C, C#, Core Java, HTML, CSS, Servlet, JSP, XML, JavaScript, SQL, Jelly Script, JSON, JQuery, SAML 2.0
Application/web server: Apache Tomcat, Oracle WebLogic, IBM Web Sphere
Version Control: GitHub, SVN
SDLC: Agile, Waterfall methodology
Database: MS Access, Oracle, SQL
Case tools: Rational Rose, Microsoft Visio
Editors: Notepad++, Eclipse, Sublime text
Other tools: JIRA, ANT, Maven, Firebug, IE & Chrome developer tools
Professional Experience
Client: Cox Automotive, GA Aug 17 to till date
Role: ServiceNow Developer
Responsibilities
Involved in gathering the requirements from the Business Teams and creation of technical, functional specification documents.
Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
Developed Service catalog - catalog items, designing workflows using ServiceNow workflow editor and execution plans.
Excellent knowledge on code migration between various ServiceNow environments using Update Sets.
Worked in Agile/Scrum methodology and involved in daily meetings to update the work on Kingston upgrade.
Managed the upgrade of all of our ServiceNow environments from Jakarta to Kingston.
Developed Import Sets to import data from different Sources.
Extensively worked on the Implementation, Configuration and maintenance of Business Rules, Client Scripts and UI Policies.
Involved in Creation of Dashboards and Unit Testing activities associated with SLA on-boarding and Reports.
Involved in creating and configuring the SLAs as per the requirement.
Involved in LDAP integration with ServiceNow for obtaining users and groups.
Worked on fixing bugs and doing enhancements for Incident, Problem and Change management and Service Catalog modules.
Integrated ServiceNow with other applications using RESTful Web Services.
Created Business Rule, UI Action by using Glide Script.
Involved in customizing the forms for the Incident, Change and Problem Management ITIL processes.
Involved in reconciliation of complicated workflows to simpler form.
Creating database views to pull the reports on variables which are being used by catalog items.
Worked on Creating the UI pages to use them in catalog items using the UI Scripts.
Worked on Creating Knowledge articles to document the steps in creating the catalog items.
Reviewed Business Rules and recommended solutions for implementation.
Design and development of ServiceNow forms, views and scripts to invoke existing Script.
Worked on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
Worked on Email Template and Notification to communicate to the group of users.
Developed View, Approval and Assignment Rule Development.
Involved in development of SLA for the organizations and Implementation of ACL.
Customized Service Catalog Management and performed code migration using Update Sets.
Used Web Services, Email Integration to integrate applications and data sources.
Developed Transform maps to map values between Import Set and ServiceNow tables.
Involved in developing Transform Scripts to trigger events during import process.
Environment: ServiceNow Kingston, Jakarta, JavaScript, Glide Script, HTML, CSS, LDAP, SAML 2.0, RESTful, Agile.
Client: McGraw Hill Education, NJ Oct 16 to July 17
Role: ServiceNow Consultant
Responsibilities
Created functional and technical specifications documents for various ServiceNow modules in Jakarta version.
Built forms from scratch along with advanced customizations at the level of UI Macros/UI page as per the complex requirements.
Implemented, Customized and Maintained ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
Created Business Rules using server-side scripting (Glide Record, Glide Element and Glide System).
Integrated ServiceNow with LDAP for authentication.
Good knowledge on Single Sign on and event based integrations.
Developed client scripts, UI Policies, Script Includes, and Business Rules across the application as per the requirement.
Worked on integrations with third party applications like Dyna Trace using Web Services.
Worked on identifying the users, groups, categories and following the ITIL standards while designing these solutions.
Developed Service catalog which includes creating new catalog items, designing workflows and execution plans.
Involved in cloning activities like raising the request for cloning and excluding some tables not to be part of cloning process. Worked on Fuji to Geneva up gradation issues.
Involved in migrating code between different environments using update sets.
Created record producer application for some teams as a special requirement.
Responsible for regular administration of the instances and making sure that everything is in sync between all the instances.
Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, and HTML5.
Configured multiple forms for Asset module using Configuration Management Database.
Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
Resolved typical user access and role issues by verifying LDAP and users table.
Involved in pulling, scheduling the reports as per the business requirements.
Created database views to pull the reports on variables which are being used by catalog items.
Created the UI pages to use them in catalog items, implemented using UI scripts.
Created knowledge articles to document the steps in creating the catalog items.
Worked on order guides to arrange them in sequential order to make the guide is user friendly while raising a request.
Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form. Writing script includes invoking them in reference qualifiers or variable scripting.
Environment: ServiceNow Kingston, Jakarta, JavaScript, HTML, CSS, LDAP, CMDB, RESTful, Glide Script, Agile.
Client: Honda of America MFG, OH (Offshore) Jan 15 to Aug 16
Role: ServiceNow Consultant
Responsibilities
Worked on end to end implementation of Discovery.
Maintained the Configuration Items and modified the forms and form Sections.
Wrote business rules to avoid empty configuration items to be stored in CMDB after discovery tool runs a scheduled job.
Worked in Agile methodology and implemented the changes required by the business owners on a regular basis.
Created dash boards as per the requirement.
Gathered requirements from stake holders for attributes needed to develop Service Catalog items.
Communicated with end users, identifying their difficulties and changing the applications as per their requirements.
Configured UI Page and UI Macro using the Jelly and JavaScript.
Orchestrated the efforts of vendors, and internal divisions/departments to internalize new IT Asset Management processes.
Prepared Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps.
Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.
Implemented changes to improve automation and efficiencies in ServiceNow Istanbul.
Involved in analysis of end user requirements and business rules based on given documentation and worked closely with technical leads and business analysts in understanding the current ServiceNow system.
Setup SLA's for Incident, Problem and Change.
Worked on simple to complex Workflows to perform Orchestration and integrating to third party tools.
Worked on Notifications and Inbox email actions.
Configured metrics for indicating KPI of the Industry in different measure.
Worked on the Scheduled Jobs, Business Rules to restrict the visibility of the records according to the geographical location.
Created various outbound Email Notifications using Email Templates.
Worked on customization of the Incident and Problem forms.
Monitoring the server logs and resolves the incidents.
Simplification of forms to get a best performance, Creation of a calendar and reports to scheduling all the tickets, and Management of different views depending the user and categories.
Developed automated script to report about the specification of a ticket and also update automatically the status of a ticket with JavaScript and HTML.
Tracking of Incident from Opening to Closure, with timely communication to business.
Created and secured reports Using List, Bar and Pie charts.
Environment: ServiceNow Jakarta/ Helsinki/Istanbul, JavaScript, HTML, CSS, LDAP, CMDB, DynaTrace, Agile.
Client: Pearson, MN (Offshore) Jun 12- Dec 14
Role: Java Developer
Responsibilities
Developed static and dynamic front end web pages using XML, JSF, CSS, HTML, AJAX, JavaScript, JSP and Servlets.
Developed Use Cases, Class Diagrams and Sequence Diagrams using Rational Rose.
Responsible for requirement gathering, design and analysis of the system.
Involved in developing Multithreading for improving CPU time.
Deployed applications on Apache Tomcat and WebLogic server and maintained Load Balancing, High availability and failover functionality.
Involved in Design, Development, Testing and Integration of the application.
Managed Share Point to update all functional and technical specifications.
Used EJB Session Beans to process the business methods.
Used Spring framework for Dependency Injection (IOC) and integrated with Hibernate framework.
Used Hibernate framework in the data access layer to access and update information in MySQL Database.
Used Java Message Service (JMS) API to create, send, receive, and read messages to main asynchronous.
Developed necessary DAO’s with Hibernate as the persistence framework.
Developed SQL & PL SQL queries, stored procedures, functions, triggers, cursors, sequences, and indexes, which are going to be invoked by Batch processes.
Used ANT as a build and deploy mechanism for WAS and wrote ANT scripts to accomplish the task.
Tracking, change control, aspects of the framework using SVN, Tortoise and JIRA.
Used Eclipse IDE for development purpose and for remote debugging the application.
Involved in deploying the application in UNIX and to connect to see logs for fixing UAT/Production defects.
Used JDBC calls to access Oracle Database.
Used JIRA as a bug tracking tool.
Used Log4j for logging management and JUnit as a part of testing the unit test cases.
Used Firebug, IE developer tools for testing and checking cross-browser compatibility issues.
Environment: JDK 1.6, JSP, Servlets, JDBC, XML, HTML, JavaScript, CSS, Spring, Hibernate, Oracle, SQL developer, JUnit, Eclipse, UNIX, ANT, Oracle WebLogic, Log4J, MYSQL, SVN, JIRA, AJAX, Apache Tomcat.
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