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Service Customer

East Brunswick, New Jersey, United States
November 13, 2018

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Teja P

New Jersey, USA, 848-***-****


More than six years of professional IT experience with hands-on experience in the field of ITSM and in implementation of Service Now as SERVICENOW DEVELOPER and ADMIN

●Experience in Designing, Developing and Administering ITIL and ITSM tool which includes Service Now

●Experience in various IT Services of Service Now tool like Service Catalog Requests, Event Management, Customer Service Management, Portfolio management, Configuration Management, Service-Now Administration, Change, Incident and Problem Management, Knowledge Management, Reporting, Integration with Web Services.

●Expertise in developing and maintaining service catalog items and experience with complex workflows within the ITSM environment

●Experience in implementing end-to-end Service Catalog, Incident Management, Event Management, Change Management

●Worked on Event Management module by creating Event Rules, Event Field mapping and Alert Rules to create the incidents and assign them to appropriate Fulfillment groups based on the incoming events.

●Integrated Service Now with different Third Party Monitoring tools.

●Involved in various inbound and outbound integrations using SOAP Messages, Direct Web Services and Scripted Web Services.

●Created various workflows and customized existing workflows for catalog items and change approval process.

●Worked on upgrade from Istanbul Patch 3 to Kingston on service now instance. Worked on the defects post Upgrade and fixed the defects.

●Created Before and After Business Rules, also involved in debugging issues with existing business rules.

●Implemented data security using Access Control Lists (ACL) and Data Policies.

●Service catalog development which includes workflows designing, creating new catalog items, and execution plans. Worked on different kinds of variables and variable sets.

●Created a lot of client scripts/UI policies also with a lot of high-level customizations like attaching a custom event

●Responsible for the Service Now tool administration module and creation of new Users, Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules

●Created many scripts which includes, Business rules (server side code) and also modified OOB

●Good knowledge on Single Sign-on and event based integrations.

●Designed and Implemented service requests through service catalogue in service now. Analyzed problems; created new solutions and new techniques.

●Defining the process for each service request. Creating scheduled tasks, monitoring the ticket queues and generating statistics.

●Working knowledge of Knowledge articles, incidents, CMDB and dictionaries.

●Creating catalogue items, workflows, inbound emails actions and update sets for service requests. Check the Change management document and verify the changes.

●Developed UI Actions, script includes and Business rules for overall platform.


Master of Engineering: Electrical and Communication

University of Hartford Hartford, CT, USA

Electrical and Communication Engineering

Bachelor of Technology: Electronics and Communication

Jawaharlal Nehru Technological University Hyderabad, India

Electronics and Communication Engineering


ITSM Products : ServiceNow, BMC

Programming Languages : C, XML, HTML, Javascript

Web Technologies : HTML5, CSS, CSS3, Javascript, JSON, XML, REST/SOAP web services

Software Methodologies : AGILE, SCRUM, SDLC, Waterfall

Database : Oracle 11g/10g/9i, MySQL, DB2, MSSQL Server, PostgreSQL

Operating Systems : LINUX, UNIX, Windows

Tools : Zabbix, AWS, BPPM, BMC Portal, Sitescope, New Relic, SPLUNK

ITSM Tools/Modules : Incident Management, Event Management, Service Catalogs,

Workflows, Portfolio Management, Customer Service Management, Service Portal, Problem Management, Change Management, LDAP, MID-Server, Update Sets, Scripting

Servicenow Versions : Geneva, Helsinki, Istanbul, Jakarta, Kingston, London



Express Scripts - Franklin Lakes, NJ Aug 2017 – present

Express Scripts is one of the leading Pharmacy benefit Management organization in USA. The project deals with design and configuration of Service Now modules like Event Management, Self-service, Incident management, Service Portal, Change management along with Service Level Agreements and Operational Level Agreements for both Internal and External service providers. The responsibility also involved in implementing, documenting and maintaining Service Now environment on a regular basis.


●Implementation Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, Service Portal, Configuration Management in Service-now

●Worked on creating Event Rules, Event Field Mapping and Alert Rules for different Monitoring tools using SNMP traps, REST API and Mid-Server.

●Integrated Service Now with different Third Party tools like AWS, Zabbix, HPSM, BMC Portal, Solarwinds, Wily and Grafana using SNMP Traps, REST API and Mid-Server.

●Knowledge on Portfolio Management module, documenting of Business requirements and trouble shooting them

●Customized different service management modules Incident, Problem, Change Request, and Event Management, Created new forms, tables and Workflows for Email Notifications.

●Used client side and server side scripting to create Business Rules, Client Scripts, UI Policies and UI Actions, create various workflows for Incident, Change

●Activated Plugins for different Modules. Migrated enhancement from DEV, QA and PROD instance through update sets.

●Extensive experience in implementation of Business Rules, Data Dictionary, UI Actions, UI Policies, Client Scripts, Validations Scripts, Event Rules, CI Binding, Alert Rules, Correlation Rules and Event Field mapping Rules in ServiceNow

●Created and maintained email notifications and inbound actions. Created custom reports and home pages for various roles within ServiceNow as per the client requirement.

●Setup service catalog practices to facilitate service based activities

●Worked with Event Management module provides options for configuring and managing events. Also involved in importing events from external sources.

●Identified the events that need to be transformed based on a set of matching conditions by using Event Management. Created and updated some event fields with Event Management module.

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

●Experience in testing process of creating incidents from Events using POSTMAN tool.

●Creating the UI pages to use them in catalog items, implemented using UI scripts.

●Creating Knowledge articles to document the steps in creating the catalog items.

●Working on different kinds of variables and variable sets

●Created both inbound Scripted Web Services and inbound Email Actions to create incidents from Emails.

●Working on order guides, to arrange them in sequential order to make the user comfortable 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.

Technical Environment: ServiceNow, Service Catalogs, Kingston, Helsinki, Geneva, SQL, ITIL, JavaScript, Business Rules, UNIX, JSON, Web services, SOAP, SQL, XML, HTML, Integrations, MYSQL, agile, Windows


Cummins- Columbus, IN Jan 2016 – July 2017

Cummins Inc., a global power technology leader, is a corporation of complementary business units that design, manufacture, distribute and service engines and related technologies. This project mainly deals with requirement gathering from clients and Technical Implementation of various ServiceNow Modules

●Implementation, Customization and Maintenance of ITSM, ITIL modules such as Incident, Change, Problem, Release Knowledge, Service Catalog, CMDB in Service-Now.

●Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.

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

●Loaded Configuration Items (CIs) from Excel files into ServiceNow using import sets and Transform Maps.

●Created functional and technical specifications documents for various ServiceNow modules. Coordinating the instance upgrade activities.

●Created various Business rules, Script includes, Client Scripts, UI Policies, UI Actions and Data Policies.

●Worked on cloning activities like raising the request for cloning and excluding some tables to not come under cloning.

●Experienced in pulling reports and scheduling the reports as per the client requirement.

●Created the UI pages to use them in catalog items, implemented using UI scripts.

●Worked on End-User self-service portal management. Created CI relationships and Suggested CI Relationships.

●Providing access to the required modules as per the requirements by creating the required ACL modules. Pulling reports and scheduling the reports as per the client requirement.

●Implementation Plan for every Change release in ServiceNow and provide Walkthrough to the entire team to execute the steps.

●Worked on Record producers for ensure that the end user would be able to create incidents and required tickets.

●Created Data Sources and imported data into ServiceNow table with different data formats

Technical Environment: ITIL, ITSM, ServiceNow, CMDB, HTML, CSS, Helsinki, Web Services, LDAP, SSO, Java scripting


State Street Bank- Princeton, NJ Feb’15 - Dec’15

The Company offers traditional banking services to customers through its bank branches located throughout the greater New Jersey NJ and metropolitan area. As a ServiceNow Developer, I am responsible for Configuration, Customization, and Integration with External Services, Administration of ServiceNow processes (User management/Group management), Functions, Service Catalog and Workflow.


●Implemented Service Catalog, CMS, MID Server, Integrations with LDAP and other applications external to ServiceNow

●Utilizing the ServiceNow Service Catalog for users to create Service Requests and Service Items

●Worked on various modules of ServiceNow like Incident management, Customer Service Management, Change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.

●Developed and Designed Service Portal and customized widgets as per the client needs

●Wrote business rules to avoid empty configuration items to be inserted into CMDB after discovery tool runs a scheduled job.

●Experience in working with Web services using REST and SOAP calls.

●Created Data Sources for various external applications. Used Import sets and Transform maps to import data into ServiceNow. Created various front-end forms.

●Scripted Catalog client scripts and UI policies to make client side changes.

●Involved in Creation and modification of various Access Controls (ACL’s), Business Rules, Script includes, Ajax Query, Jelly Scripts, UI Actions and UI Policies.

●Created Update Sets to migrate customizations from one instance to another instance. Created Email Templates and Email Notifications.

●Designed Workflows along with standard Workflow templates, which can be reused. Developed reports as per requirements from management.

Technical Environment: ServiceNow, SQL, JavaScript, Business Rules, UNIX, Web services, SOAP, SQL, XML, HTML, AJAX, Integrations, Cloud services, ITIL, SCRUM

Open Origin IT Solutions Jan 2012 – July 2014

UI Developer

Open Origin has been offering clients a wide range of technology options to choose from- starting with E-Commerce, Application development, Software Maintenance in addition to providing Web based Client-Server and Multimedia solutions. Project deals with Software Development of an Application that consists/monitors of all Business Services and Products.


●Worked closely with system analyst to understand the technical requirements of the projects

●Design and development of Web pages using HTML, CSS including Ajax controls and XML.

●Involved in writing the Properties, methods in the Class Modules and also consumed web services

●Played a vital role in defining, implementing and enforcing quality practices in the team organization to ensure internal controls, quality and compliance policies and standards.

●Used JavaScript for custom client-side validation.

●Writing Test Plan, Test Scenarios, Test Cases and Test Matrix documents analyzing the Use Cases. Responsible for manually testing the entire application for GUI, Functionality, Business Logic and Use case adherence.

●Writing Automated Test Cases, Test Scripts, and Testing Scenarios, using Quick Test Professional for Regression testing, implementing the required checkpoints and updating them from time to time.

●Analyzing key scenarios to realize crucial functional areas of the application, Creation and Execution of QTP Test Scripts against the Key functional areas and Performance Testing of the Application

●Defect reporting, tracking and generation of reports and graphs for management requirements.

●Performed XML Transformations from value objects to XML and from xml to HTML data.

●Implemented Design patterns for recurring problems. Responsible for the process of UI design for Internet sites and applications.

●Used Cascading Style Sheet (CSS) in web pages to separate presentation from structure.

Environment: JavaScript, HTML, CSS, UNIX, Web Services, Oracle9i/10g, SQL, Quick Test Professional

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