Srividya Vemula

ac6khm@r.postjobfree.com

816-***-****

PROFESSIONAL SUMMARY:

A Certified ITIL expert in quality management systems, production support and software development life cycle processes. 3 years of experience in Service Now CMDB/Discovery, ITSM and ITIL processes and implementations. 1year experience into UI Development.

QUALIFICATION HIGHLIGHTS:

Subject Matter Expertise and ITIL Services Development and Delivery

Implementation of core IT Service Management modules based on industry best practice.

Good understanding of ITIL - (Service Strategy, Design, Transition, Operation and Continual Service Improvement).

Experience in all phases of Software Development Life Cycle (SDLC) for applications based on MVC architecture.

ServiceNow:

CMDB

Web services Integration

Discovery

IT Service Management (INC, PRB, CHG, REQ)

Implementation of core ITIL Processes

Asset Management

CMS & Service Portal

Key Accomplishments

Service Now

Hands on experience on various ITSM components like Helpdesk / Service Desk, Asset Management, Configuration Management, Knowledge Management, Service Catalog Requests, Asset management, Integration with Web Services.

Implemented multiple Service catalogs which includes creating new catalog items, designing workflows and execution plans. Creating database views to pull the reports on variables which are being used by catalog items. Creating the UI pages and using them in catalog items.

Web Services Integrations using SOAP and REST.

Configuring Data Sources, Import Sets, SLA/OLA and Transform maps.

Hands on various scripts in Service now implementations and developments for their order of execution.

Expertise in JavaScript in Service Now that involves UI policies, UI actions, Business rules, Client Scripts, Script includes, ACL’s etc.,

Designed and Developed an Application for Infrastructure and Service deployments that includes all the internal features along with Discovery and reporting which is compatible for all the service providers Azure, AWS, Open Stack and VMWare.

Hands on experience in designing, developing and Implementing the Full Rack Asset onboarding within the organization.

Most of the ITIL and ITSM Organizational Optimization and Business value added process integrations were performed across all or many ITIL Service Support and Delivery areas.

Knowledge on HR implementation process flow in Service now and Help Desk Automation.

Hands on experience in developing CMS and service portal in Service Now.

Worked on Inbound Email actions, Notifications with email templates, reports, Scheduled jobs and gauges etc.,

Experienced in Implementation and documentation of all ITSM modules along with SDLC-SCRUM process pack.

Hands on experience in using the Discovery technologies like SNMP - machine specific information, SSH - Linux and UNIX logins for in depth scans, WMI - Windows discovery, PowerShell - Windows discovery, DNS/WINS IP Resolution, VMware API - VMware/ESX discovery

Implemented CMDB and Asset Management

Each successful project completed on time and within budget that met or exceeded customer requirements and expectations.

Large banking / investment banking sector

Large multinational outsourcing company

Automation framework testing using various test methods and have updated information about each release till Istanbul.

Good knowledge on New release Jakarta where all the implementations we have done are moved to new release and fixed all the bugs we come across while upgrading.

TECHNICAL SKILLS:

IT Services

ITSM suit, ITIL V3, Service Now, CMS, Service Portal

Programming Languages

C, C++, JavaScript, HTML,CSS

Software Methodologies

SDLC, Agile, SCRUM

Database

MySQL, Sql, plsql.

IDE

Eclipse, Net Beans

Version Control Tools

CVS, SVN, GitHub

Tools and Packages

MS Office, MS Visio, Adobe Photoshop

WORK EXPERIENCE:

CNET Global Solutions, Inc., Texas. Jan 2016 to till today

Role: Service Now Administrator/Developer

Worked on the client-side internal application Orchestration, CMDB/Discovery and IT Service Management. Implemented Web Service Integrations for Infrastructure and Service Orchestration for building communication path between Service now and Orchestrated Application. Involved in all the design implementations and developments within the organization.

Responsibilities:

Involved in gathering the Business Requirements and Interacted with the Managers and clients to understand the existing functionality, current state processes, tools to get a better view of the Business Processes and functionality.

Designed, Analyzed and Implemented the Infrastructure and Service Orchestration in service now with all the operations such as Upgrade, Update, Clone, decommission etc., along with value added features like Discovery and Reporting which is compatible for all the Cloud Providers.

Implementation, Customization and Maintenance of ITIL modules such as Incident Management, Change Management, Problem Management, SDLC and CMDB in Service Now

Responsible documentation for Configuration, Customization, Integration with External Services, Administrating ServiceNow processes (User management/Group management), writing Catalog client scripts and UI policies to make client-side changes.

Development of Service catalog which includes creating new catalog items, designing workflows and execution plans. Creating database views to pull the reports on variables which are being used by catalog items. Creating the UI pages and using them in catalog items.

Configured multiple Catalog Items; Front-end web / GUI components using JavaScript, web-services integration using SOAP and REST, CSS, HTML5

Created various probes in CMDB to pull the custom data from various systems, and generated reports and scheduling the reports in Service-Now.

Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases

Discovery (MID Server setup/maintenance, network discovery optimization/troubleshooting).

Worked on CMDB from the scratch. Configured multiple forms for Asset module using Configuration Management Database.

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

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

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

Suggested and advised clients to tactfully alter workflow of application to increase the efficiency and ease of use.

Environment:

JavaScript, Html, CSS, Glide Script, Service Now, Web Services, CMDB, Discovery, Web services, REST API, Agile, Service Catalog, iframes, Integrations, Cloud services, ITIL, SCRUM.

Infosys, Hyderabad, India. Nov 2013 – Dec 2014 Role: UI Developer

Worked on UI Development through various technologies. Web development through different technologies. Involved in Web designing of portal and sites within the organization.

Responsibilities:

Developed all the UI pages using HTML, XHTML, CSS, JSON, JavaScript, J-Query and AJAX.

Created XHTML pages with CSS and the Box Model, and Involved in writing the properties, methods in the Class Modules and developed web services using HTTP.

Developed the presentation layer using JSP, HTML, CSS and client side validations using JavaScript.

Developed websites using HTML5, CSS3, JavaScript, J-Query, XML and AJAX.

Involved in designing, creating, reviewing Technical Design Documents, Using JavaScript did client side validation and related tasks to enhance user experience.

Implemented script that helps to include content from multiple pages and display them on demand, using Ajax.

Implemented page designs in standard-complaint dynamic HTML and CSS, and Used CSS in web pages to separate presentation from structure.

Environment:

HTML, CSS, JavaScript, J-Query, Angular JS, CS5, AJAX, JSON, HTML5.

EDUCATTIONAL BACKGROUND:

Bachelor’s in Electronics and Communication From Bhoj Reddy Engineering College, India.

Master of Science in Electronics and Electrical Engineering from University of Missouri-Kansas City, USA.

CERTIFICATIONS:

ITIL v3 Foundation Certified.

Certified Service Now System Administrator.

Certified Service Now Implementation Specialist.

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