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Service Management

Alwal, Telangana, India
October 31, 2018

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Nuthan Gandra

732-***-**** ext 207


Around 8+ years of experience in IT Industry with more than More than 6+ years of experience as ServiceNow developer and administrator in Configuring Applications using ServiceNow tool, used in ITIL Management.

A Service Now expert with experience various on implementing various ITIL modules from end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management.

Experience in Installation and Configuration of different modules of ServiceNow.

Experience with various web technologies (JAVA Script, Jelly, XML, HTML, AJAX, CSS, HTTP), Good understanding of Web Services.

Design and configuration experience in ITSM and customizing the applications using Java script, AJAX and HTML in ServiceNow.

Experience in web development and application development using HTML, JavaScript, CSS,J2EE.

Experience with Catalog Client Scripts and Catalog UI policies

Experience in configuring the Business Rules and Client Scripts for various ITIL modules

Experience with Integrating ServiceNow with SOAP and REST based Web Services

Expertise in Waterfall and iterative methodologies such as Agile.

Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.

Designed workflows of the processes in Service-Now, designed and developed scripts for any customization required

Hands-on design, development, and deployment experience with the Service-now platform and similar ITSM toolsets.

Good understanding of object oriented analysis design and application development.

Strong experience in customizing the form design and form layout for various forms in the ITIL Process like Incident, Problem and Change management in ServiceNow

Experience in configuring Data Dictionary, Validations Scripts for the fields with in the forms in ServiceNow.

Strong Knowledge of Content management and Knowledge Base management



ITSM, Service Now

Programming Languages

C, C++, Java, SQL

Scripting Languages

JavaScript, HTML, CSS, Ajax, XML

Software Methodologies

SDLC, Waterfall, Agile, Scrum


Oracle 10g, MySQL

Database Tools

SQL Client, SQL Developer

Web/Application Servers

Web Logic 10, Apache Tomcat



Version Control Tools



Express Scripts (Jan 2017- till date)

Somerset, NJ

The project involved design and configuration of Service Level Agreements and Operational Level Agreements in Service Now tool for both Internal and External service providers. Project involves working in the Service Catalog, Dashboards, and Event Management and Incident Management module customizations along with enhancements.


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

Integrated service now with 3rd party tools and implementations using SOAP and REST API.

Worked on Service Mapping to define business services, troubleshoot the discovery and mapping process as well as create new discovery patterns.

Developed reports as per requirements from management.

Experience with data mapping API's.

Experienced in Service Now Event Management by configuring Event Mapping Rules, Event Transform Rules, Alert Rules, Incident Templates.

Troubleshot ITSM issues and Integration related work such as CMDB, LDAP and Network Automation.

Create users, groups, roles and load the data to ServiceNow using import sets on daily, weekly or requirement basis.

Import Sets to transform data and transform maps.

Configure Service Level Agreements (SLA's).

Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and experience working directly with customers and client.

Designing and customizing new applications and modules as per the requirements.

Development of requirement integration components (SSO, LDAP, SOAP).

Worked in coordinating all the changes through ITIL based change management practices.

Implemented and maintained the Service now platform to meet the business processes and support ITIL.

Plan and design effective end-to-end service management solutions that drive business value across complex and heterogeneous environments.

Design and configure a moderate request form for catalog items and ensure that needed requirements are still gathered.

DigiCert Inc. (Apr 2014-Dec 2016)

Lehi, UT


Created Custom objects, custom fields, picklist, role based page layouts, Workflow Alerts and Actions, and Approval Workflow, Validation Rules, Approval Processes, custom Tabs, custom reports, report folders, report extractions to various formats, design of UI Pages, Snapshots, Dashboards, and Email generation according to application requirements.

Contributed to the architecture and technical aspects of the ServiceNow implementation and operation project, independently making project related decisions, provides project status reports to project sponsor.

Involved in configuring and maintaining BMC Remedy Foundation Data.

Performed integrations and process automation using ServiceNow Orchestration.

Working knowledge on Single Sign on and event based integrations.

Implemented the requirements on platform and IDEPlug-in using Eclipse.

Responsible for the ServiceNow tool administration module and creation of new Users, Groups, Roles, IT Services, Application, Business Services.

Created many scripts which include Business rules and client scripts.

Good knowledge on Single Sign on and event based integrations.

Worked collaboratively with Incident, Change, Problem, Asset, and Configuration Managers to support the resolution of any issues or incidents encountered in external systems or processes.

Provide training sessions on ticketing tools, reporting and data entry.

Work on REST API as a third party application for Integration.

Work on ServiceNow scripts by using JavaScript for creating UI Scripts.

Transfer data from one instance to other by creating and modifying Update sets.

Import Sets to transform data and transform maps.

Create various work flows for Incident Management, Change Management and Service Requests.

State Farm Insurance (Oct 2012-Mar 2014)

Bloomington, IL


Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating Service Now with other systems and customization.

Design and developed workflows, forms, scripts and underlying logic using Scrum/ Agile methodologies.

Technical implementation of various Service Now modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.

Managed all Change Management Information (Service Now).

Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.

Service Catalog (Request Item, Order guide and record producer) has been created based on client requirements. Also, Workflow has been created to support the Approval workflow and task assignment.

Worked on identifying the users, groups, categories and following the ITIL standards while designing these solutions.

Post Implementation worked as Service Now Administrator and supported any issues and resolved them accordingly.

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

Configuring email in serviceNow.Creation of advanced workflows.

Communicating with the end users and understanding the difficulties and as per that improving automation and efficiencies in Service Now.

Creating new groups and adding users to the groups in service Now.

Created and moved update sets to different Service Now instances.

Coordinated software testing and deployment activities with other development teams.

Mentoring team of implementing best agile practices.

Following release management process through confluence.

Fix code issues, source control and migrate the solution to production environment following the IT processes of client.

Salesforce Administrator (Feb 2010 - Aug 2012)

Careernet Technologies Pvt. ltd.



Worked on Standard Objects such as Accounts, Contacts, Opportunities, Campaigns, Cases, and Solutions.

Extensively worked on development activities using apex code in terms Apex triggers, Apex classes, batch apex classes and schedule class.

Created custom visual force pages for Opportunity to create proposals for customers.

Added methods that can be called from Visualforce pages to Controller Extensions.

Developed Custom business logic using Apex Classes, Triggers, Components, Visual Force pages and Controller Classes for various functional needs

Set up Marketing Campaigns, Campaign Hierarchies, Lead Queries, Assignment rules, Web-to-Lead and Auto-Response rules.

Enhanced Apex Class and Visual Force Page to create a custom Related List, showing activities for selected contacts or clients.

Worked on web services, integrating external systems with salesforce.

Worked in different sandboxes for development and testing, and involved in migrating the code to production instance in installments using Change Set.

Implemented security and sharing rules at object, field, and record level for different users at different levels of organization. Also, created various profiles and configured the permissions based on the organizational hierarchy.

Implemented the workflows and approvals for various functional requirements.

Queried Salesforce Database with SOQL & SOSL queries available in Force.Com platform.

Used Apex data loader to Inset, Update, and Import data from Microsoft Excel into

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