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ServiceNow Admin/Developer

Morrisville, North Carolina, United States
August 21, 2018

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Abhinay Golla

ServiceNow Developer/Admin


Certification No: 203618199


• Over Seven (7+) years of referable IT experience with recent 5 years on ServiceNow Development and Administration.

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

• Experience in implementing end-to-end Service Catalog.

• Designed and configured different Workflows for various Service Catalog items.

• Hands on experience developing Content Management System (CMS) in ServiceNow.

• Use the Discovery Schedule module to run Discovery on a regular, reoccurring basis, or even on demand.

• Implementing system security by using Access Control Lists (ACL).

• Implementation of CMDB module using Discovery tool in ServiceNow.

• Provides daily support of Service Management Platform (ServiceNow), including Scripting, Configuration, Customization, Integrations, Administration ServiceNow processes (User management/Group management), Functions, Service Catalog and Workflow.

• Very good exposure towards ITOM and ITSM modules, Expertise in implementing agentless work in the enterprise using the ServiceNow Instance.

• Experience in configuring and customizing the ServiceNow system, including creating workflows, custom UI, groups, roles.

• Develop and modify ServiceNow workflows, forms, lists, business rules, UI components, web services, tables, and menus.

• Configuring MID Server to import data from external sources.

• Familiarity with Unix, Linux, Shell Scripting.

• Experience in generating different kinds of scheduled reports and marketing them as Gauges.

• Experience in integrating ServiceNow with Web services (SOAP and REST).

• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.

• Experience in maintaining CMBD and populating it with configuration items (CI).

• Experience of various phases of SDLC - Requirement Analysis, Design, Code Construction and Test.

• Functional knowledge and implementation experience of ITSM frameworks.

• Experience in customizing an instance, importing users and Groups using LDAP.

• Fundamental Knowledge of networking including TCP/IP ports and firewalls, network protocols, and IP networks Custom UI Changes with the usage of Web Technologies such as DOM, HTML changes.

• Scripting experience in JavaScript, HTML, PowerShell, Shell Script.

• Stabilized the Remedy application that had been recently deployed. Remedy 7.0.1.

Technical Competencies:

ITIL : ITSM, JavaScript, HTML, CSS

Languages : C, C++, Java, SQL, PL/SQL

Methodologies : SDLC - Waterfall, Agile

Database Tools : SQL Client, SQL Developer, Agility workbench

Version Control Tools : CVS, SVN, GitHub.

Operating Systems : Windows, UNIX, Solaris.


• ITIL v3


ServiceNow Developer / Admin

EView Technology – Raleigh, NC- Sept 2017 to Present.


• Re-designed high availability agent-less discovery architecture.

• Integrated third-party applications and data sources to collect additional configuration information.

• Created custom probes and sensors to explore any IP-enabled devices and can use simple process classifiers to discover running processes.

• Discovers LPAR Resource Host & Network resources on the z/OS (CPC, LPAR, CPU, Sysplex, Subsystems, TCPIP/IP configuration, DB2 Subsystems, MQ Managers, CICS Regions, IMS Subsystems, etc.)

•Seamless Integration with IBM Mainframes to discover CI and CI’s relationship and all desired information was stored in CMDB in Service Now Instance

• Used to extend the out-of-the-box discovery capabilities of ServiceNow Discovery to discover z/OS based mainframes.

• MID Server has been deployed in the customer’s internal network and have access to the windows host running the Client.

• Build a Custom Application and published in ServiceNow Store.

• The ECC Queue record contains information about a command either sent to or received from the MID Server. From MID server to instance the Queue is input and from instance to MID Server the Queue is output. The discovered CI’s populated in CMDB List.

• Deploying MID Servers for discovery application, Defining and executing the discovery schedules frequently and validating the results.

• Identify issues related to ServiceNow Discovery, troubleshoot and resolve them to help scans become more productive.

• Using the Discovery log form for a quick look at how the probes are doing, manually changing the Discovery source name and also examining the status for the current Discovery.

• Setup and manage Discovery setup for the available subnets/IP ranges in the network.

• Integrated with Active Directory using LDAP for authentication and Loaded users, groups and roles into Service Now.

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

• Created Buttons and context menus both on form and lists using UI actions

• Designed many email templates by using html and jelly scripting and used them in notifications

• Using process classification allows Discovery to create a particular CI type from information gathered during the identification and exploration phases.

• Written script includes and invoked them in business rules and client scripts

• Imported many CI's using import set tables

• Created data sources and loaded the Service-Now tables with different data formats.

Environment: Discovery, CMDB, Kingston and Jakarta versions, Workflows, JavaScript, PowerShell, Custom probes and Sensors, Active Directory and MID Server Setup, Discovery pattern.

ServiceNow Developer / Admin

Cisco – San Jose, CA- March 2016 to Aug 2017


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

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

• Involved in creating users, groups, rules and load the data to ServiceNow using import sets on daily, weekly or requirement basis..

• Writing Business Rules, Client Scripts and creating UI policies and UI actions to customize the instance.

• Worked on various modules in Service Catalog Management.

• Designed and Developed Integration Frame work to support multiple integrations.

• Implemented Bi-directional Integration between Service Now and cisco using SOAP.

• Implemented LDAP Integration to load user and group data to Service Now using Import sets and Transform Maps.

• Involved in transfer of data from one instance to another by creating and modifying Update Sets.

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

• Worked on REST API as a third party application for integration.

• Created custom incident mapping rules table and script include to convert alerts to incidents.

• Created various catalog items, record producers and Order guides for onboarding using variables, variable sets, catalog client scripts and catalog UI policies

• Created various workflows for incident management, change management and service requests.

• Created service portal for the end users that allows administrators to build a mobile friendly self-service experience for users.

• Designed and Developed custom application for Work Order Management and implemented code to create custom PDF documents using iText API.

• Worked on the system requirement specifications (SRS) including problem analysis and system definition models.

• Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.

Environment: UI Policies, REST and SOAP, Service catalogs, Forms, Helsinki version, Portal Design, Workflows, JavaScript and HTML.

ServiceNow Developer / Admin

Equifax – St. Louis, MO - Jan 2014 to March 2016


• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.

• Developed UI Appearance for Service Catalog Requests

• Involved in Designing, Development and Implementation of CMS (Content Management System) Web Site.

• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.

• Implemented Single Sign On(SSO) using SAML 2.0

• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.

• Implemented LDAP integration to load users from Microsoft Active Directory into Service Now.

• Extensively used Glide Ajax in Client Scripts to call Server Side Script Includes.

• Implemented the Human Resources Service Management in ServiceNow.

• Worked on HR Case Management, HR Tasks, HR Knowledge and policies articles

• Customized the Project Portfolio Management(PPM).

Configured PPM suite and worked on the Customization of the project management.

Worked on the resource management for allocating time for the project users.

Worked on skill management for selecting and loading users or groups according to their technical and non-technical background skills for assigning project tasks

Implemented a new application called 'Sales Order'.

Integrated 'Sales Order' application with CRM. Data received from CRM will be loaded into 'Sales Order', which will be used later for creating projects.

Imported MS Projects into Service Now’s project table

Worked on PPM reports and dashboards as per business requirements.

• Created inbound Email Actions to create incidents and Service Requests based on incoming emails

• Created Order guides using variables and variable sets.

• Created complex work flows for both standard and nonstandard catalog items.

• Worked on CMS Site by creating both static and dynamic content blocks, pages, navigation menus and themes using CSS, HTML and Jelly.

• Loaded Configuration Items and relationships from excel files into service now using import sets and transform maps.

• Created suggested relationships for configuration items in CMDB

• Experience in user provisioning using ServiceNow Orchestration in Microsoft Active Directory

• Developed various workflows for Catalog Items and Change Management Process.

• Created SOAP and REST messages to communicate with - BMC Remedy, Tally and Salesforce

• Implemented Bi directional integration between Service Now and Salesforce using REST and SOAP Messages. Configured OAuth 2.0 for REST Integration.

• Involved in creating of My Dashboard where it contains My Requests, My Reports of Incidents and a search bar for searching of Incidents

• Created update sets for configuring in different instances i.e., temp, test, uat, dev and production instances

• Modified Orchestration activities and catalog items for Amazon EC2 Cloud Formation and Stack Creation.

• Build reports, gauges, and home pages.

• Set up Discovery Module to load Configuration Items and Relationships into Service Now.

Environment: CMDB, SOAP and REST, Record Producers, Client Scripts, JavaScript, Jelly Scripting, HTML.

Remedy Developer, DHS

Ebix IT Solutions– Hyderabad - April 2010 to Nov 2013


•Created custom workflow for Asset Deployment to Customer hand off measuring and calculating times for Management analysis.

•Managed the Requirements, Build and Deployment of the Remedy CMDB, Asset Management and the Change Management applications.

•Assisted in the development and the deployment of the Remedy CMDB, Asset Management and the Change Management applications.

•Stabilized the Remedy application that had been recently deployed. Remedy 7.0.1.

•Created a standardized support group methodology.

•Created and standardized the current tier structure that the support teams use.

•Designed notifications based on different time and support based scenarios.

•Created Service Level Agreement workflow based on requirements for VIP and Non VIP customers.

•Design and Create reports for individuals as well as groups. The reports are used for morning reports and monitoring overall production.

•Provide Remedy training.

•Created separate Remedy instances for two OPO groups for their own Help Desk Project Management.

•Corrected a bug within Remedy that was assigning tickets to users who no longer owned the ticket.

•Performed Requirements analysis for all new additions to the Remedy application.

•Provided daily support to customers, including creating new accounts and troubleshooting problems with the applications.

•Project Manager Asset Management, CMDB and Change Management build and deployment.

•Created customized Remedy Survey.

•Created numerous Remedy Dashboards based on customers' requirements.

•Installed, configured and trained users on the Aeroprise Application (Allows Users to use Remedy on their Blackberry's).

Environment: Win Runner, Remedy User, test Director, QA Run, XML, UNIX, HTML, Web Logic, Visual Test.

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