Service Management
Resume:
Vamsi
Service Now Consultant
*******@*****.***
PROFESSIONAL SUMMARY:
A Service Now Implementation Specialist with over 8 years of work experience in the IT industry providing ITIL, Process request and IT Service Management Solutions in IT Infrastructure with expertise in the ITSM suite (Servicenow, HP Suite of Products).
Experienced in all phases of SDLC including Analysis, Design, Coding and Testing.
Impact Analysis, Maintenance and Support Activities, and Migrations.
Developed solutions using JavaScript, Ajax, Web Services, SOAP and other web technologies to integrate Servicenow with internal/ external systems and tools.
Develop and present Servicenow training material for classroom and web-based training across the organization.
Moderate and maintain an internal forum for Servicenow queries and discussions.
Leverage knowledge and experience to deliver end-to-end solutions for clients, which include architecting technical implementations of IT and business processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating the efforts of one or more teams.
Provide on-going technical assistance and software configuration/ customization to include screen tailoring, workflow administration, report set-up, dashboards, and data imports.
Active role in developing test plan for Functional, System, Integration, User Acceptance testing.
Expertise in defining Testing Methodologies, Designing Test Plans and Test Cases, Verifying and Validating web based e-commerce, Fiserv applications and Documentation based on standards for Software Development and effective QA implementation in all phases of SDLC.
Experience in Black box Testing, System Integration Testing, Regression Testing, Smoke Testing, Incremental Testing, Sanity Testing, and Performance Testing.
Lightweight Directory Access Protocol (LDAP) Integration.
Experience in application development using J2EE technologies like Servlets, JSP, & JDBC.
Proficient with Web Page Development using HTML, DHTML, XML, XSLT, CSS, JSP, JSF, JavaScript and jQuery.
Working experience with relational databases like Oracle, MS SQL Server and MySQL.
Working knowledge of Agile Scrum, Waterfall, Iterative and Spiral methodologies.
Experience in diagnosing performance degradation.
Experienced in Configuration of Workstation to view performance data in Wily Introscope7.0.
Good at ITIL process and Worked on Incident, Change and Problem Management.
Experience in implementing, monitoring, analyzing, and supporting service management processes and tools with good experience in the BMC Remedy and BMC patrol.
TECHNICAL SKILLS:
Programming Languages : C, Perl, C#, Java
J2EE : JSP, JSTL, Servlets, EJB, JMS, JDBC, JNDI
Technologies : JavaScript, Web Services, SOAP, XML, HTML, CSS
DBMS : SQL Server, Oracle, My SQL
Operating Systems : Windows family, Solaris, Red Hat Linux
Tools : Servicenow Releases– fall 2010, winter 2011, June 2011
Aspen, Berlin, Eureka, Fuji, Geneva, Helsinki, Jakarta, SiteScope, BMC Remedy, Wily
BMC Patrol, Service Manager, Operations Manager, Release Control, Introscope.
Middleware : Apache Tomcat, JBoss, Websphere, Weblogic
Test Automation Tools : QTP 9.x/10.0, Win Runner 6.x/ 7.x, Load Runner 9.x
Test Management Tools : Test Director, Quality Center 9.2/10.0, SOAP UI Pro
Bug Tracking Tools : Quality Center 10.0, JIRA, Test Director 7.0, Rational Clear Quest, Product Studio
Educational Qualifications: Bachelors in Computer Science’s, India
PROFESSIONAL EXPERIENCE
Client: Bloomin’ Brands, Tampa, FL Nov’17 – Till Date
Role: Sr. Service now Developer/Admin
Involved in end to end implementation of ServiceNow solutions. Worked on Service Catalog, Dashboards, Event Management, Incident, Problem, Change Management module customizations along with enhancements. Integrations with other systems and tools and supervised upgrades. Performed day to day administration tasks. Proven Experience of Support, Customization, LDAP configuration, Jelly Scripting, Glide Script, Glide AJAX, UI Pages, CMS sites
CMDB
Change Management
Asset Management
Service Catalogs
Responsibilities:
Implementation and Administration of ITSM (Incident, Problem and Change) Management Processes, Building Service Catalog, CMDB (Configuration Management Database) Maintenance and Custom Application Development in ServiceNow.
Created applications, modules, tables, columns as per the requirement specification in ServiceNow.
Involved in creating users, groups, roles and load the data to service now using import sets on daily, weekly or requirement basis.
Development of Service Catalog which includes creating new catalog items, designing workflows and execution plans.
Worked with reporting in configuring Service Level Agreements (SLA).
Involved in LDAP integration with ServiceNow for obtaining users and groups.
Created Record Producers, Order Guides and Catalog Client Scripts and Work flows.
Involve in migration between various environments in ServiceNow using update sets and import sets.
Created Workflows, Sub flows and Tables on Helsinki, Geneva, Fuji and Eureka. Managed inbound and outbound notifications in Helsinki Geneva, Fuji and Eureka.
Utilized Orchestration to extend workflows to interact with systems and applications outside the ServiceNow instance.
Involved in redesigning the workflows using ServiceNow workflow editor also involved in reconciliation of complicated workflows to simpler form.
Developed Transform maps to map values between Import Set and ServiceNow tables.
Involved in cloning between various environments in ServiceNow.
Development of UI pages using HTML and jelly scripting for ESS (Employee Self-Service) portal.
Extensively worked with REST GET and POST using basic HTTP Authentication.
Handling the Web responses and Parsing the XML and JSON data to load into tables using XML and JSON parsers in ServiceNow.
Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
Involved in upgrading version of ServiceNow from Fuji to Geneva and Geneva to Helsinki with focus on Service Catalog and have knowledge with patches for same version.
Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web services, CSS, HTML5.
Worked on Glide AJAX and Glide Records for scripting and UI actions.
Implemented JDBC Export to execute custom SQL queries in the target database.
Environment:
Platform: Service now(SaaS) – Geneva, Helsinki, Istanbul, Jakarta, Kingston, London.
Tools: Service now.
Coding Skills: CMDB, ServiceNow Fuji / Geneva, CSS, Java Script, HTML, Discovery, JSON, jQuery, Angular JS, SOAP, AJAX, SCRUM, ITIL.
Client: BofI Federal Bank, San Diego, CA Jan ’17 – Nov ‘17
Role: Sr. Service now Developer/Admin
BofI Federal Bank, a diversified financial services company with approximately $8.5 billion in assets, provides innovative checking, money market, saving sand lending products and services to our personal and business banking customers throughout the United States. IT Service Management process and procedures including Change Management, Incident Management, Configuration Management and Service Request Management based on ServiceNow platform.
Incident Management
Legal
HR
Service Portal(SP)
Marketing
Key Responsibilities:
•Worked to develop new service catalog items and fix bugs in incident, problem and change management. Involved in end to end implementation of Service Now solutions. Worked on Service Catalog, Dashboards, and Event Management and Incident Management module customizations along with enhancements.
•Integrations with other systems and tools and supervised upgrades. Performed day to day administration tasks. Proven Experience of Support, Customization, LDAP configuration, Jelly Scripting, Glide Script, Glide AJAX, UI Pages, CMS sites.
•Involved in gathering the requirements from the Business Team and creation of technical Task Documents to develop workflow, implement the workflows in Service Applications and administer the tools.
•Experience in the development and customization of Service Catalog Items and Workflows.
•Workflow management - Created Workflows, Sub flows and Tables on Helsinki.
•Strong technical knowledge of ITSM Products Incident Management, Change Management, Problem Management, Asset Management, SLM, SRM, CMDB, AIE
•Developed user interface elements for Web-based applications based on program specifications using JavaScript.
•Managed inbound and outbound notifications.
•Setting up Configuration Management, defining the CI classes and their relationships.
• Managing Email notifications through Tables and Workflows.
•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.
•Implementing End-End Service Catalog items for the existing business processes.
•Created new Business Rules/Script Includes/Client catalog script/Client Script.
•Created Business rules supporting various email, notifications and also tables.
•Created data sources and loaded the Service-Now tables with different data formats.
•Created and managed SLA definitions for different Service Groups.
•Worked on establishing Links to knowledge based articles on Geneva and Helsinki.
•Worked in Incident, Change and Problem enhancements and Co-coordinating with the UAT team for any improvements.
•Worked on identifying the users, groups, categories and following the ITIL standards while designing these solutions.
•Participated in Service-Now Quick Start Implementation process and worked with the process of implementation of Incident, Change, Problem, Knowledge and Service-Catalog.
•Developed lot of client Scripts, UI Policies, Script Includes, Business Rules across the application as per the requirement.
•Communication with Business Clients and first point of contact/interface for application issues and outages between Business and Technology Team.
•Incident Management and Problem Management activities.
• Worked on enhancement of change workflows.
•Created record producer application for some teams as a special requirement.
•Worked on internal portal for accessing all the business services by using Service Now Content Management Application.
•Administered HI Service-Now account for scheduling cloning and applying patches for the Service-Now instances.
•Responsible for regular administration of the instances and making sure that everything is in sync between all the instances.
•Data Population for New Catalog Item, Maintenance of CI (Configuration Items) and workflows in CMDB module.
•Development of UI pages using HTML and jelly scripting for SP (Service portal).
•Extensively worked with REST GET and POST using basic HTTP Authentication
•Handling the Web responses and Parsing the XML and JSON data to load into tables using XML and JSON parsers in Service Now.
Environment:
Platform: Service now(SaaS) – Geneva, Helsinki, Istanbul
Tools: Service now
Coding Skills: Java Script, Ajax, Jelly, XML, Web Services, SOAP
Client: Lifetime Fitness (fitness centers or health clubs), Chanhassen, MN Nov ’15 – Dec’16
Role: Sr. Service now Developer/Admin
Lifetime Fitness is a chain of fitness centers or health clubs, operating in the USA and Canada based out of Chanhassen MN. With wide variety of software and web applications used at Life Time, IT Strategy, Infrastructure and Security falls within the organization and Service Now provides services aimed at improving the strategic intent, transforming economics and effectiveness, and the overall design, of its information technology capabilities and functions which include IT planning and management, IT processes and approaches, and IT assets that provide the operational components necessary to run applications.
Incident Management
Request Fulfillment
HR
Finance
Key Responsibilities:
Analyzing, designing and developing Service Now based applications and utilities.
Development and management of workflows, notifications, form layout, web services, CMS, and other aspects of the SN platform Creation and maintenance of SN based reports.
Developed features in Vitalize to provide the capabilities to create action plans to address incidents and problems, create knowledge, assign action item tasks to the appropriate groups, associate changes to the tasks, escalate and manage through to resolution in accordance with the ITIL framework.
Created new catalog items, order guides and record producers based on requirement.
Creates workflows for client engagements.
Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML
Working experience with made changes on incident, problem, change, knowledge forms based on user requirement.
Created new Business Rules/Script Includes/Client catalog script/client Script.
Act as an administrator within Service Now handling requests and incidents.
Working knowledge on Service Now release Geneva and Helsinki.
Executed a shell commands (SSH, PowerShell) on the target host.
Working knowledge on Inbound and Outbound notifications. Created new survey pages for Lifetime technology users.
Working experience in updating the Lifetime Ltt Portal pages.
Worked with Application Owners to restructure CMDB based on Company’s Architecture
Developing and implementing complex technical integrations between Service Now and other Enterprise Applications using various technologies including Web Services, SOAP, etc.
Provides superior customer service to all customers, both internal and external.
Understands technical and functional design requirements for Service Now.
Designs, codes, and tests technical solutions for Service Now implementations.
Identifies system deficiencies and recommends solutions.
Assists in enforcement of development deadlines and schedules.
Follows through with commitments and fosters mutual trust with fellow employees.
Work closely with Service Now product managers, business systems analysts, system administrators and cross functional experts as needed.
Create test procedures and test scripts, perform unit testing and quality reviews.
Perform knowledge transfer to customer’s support teams.
Identify and implement corrective preventive measures to resolve defects due pre-production testing and post production warranty period.
Design, develop, upgrade, test, implement and document complex software components of client applications Assess, create, enhance and detail administrative, operational and technical policies and procedures.
Provide expert level support working independently and within teams throughout all phases of the development lifecycle.
Environment:
Platform: Service now(SaaS) – Fuji, Geneva, Helsinki
Tools: Service now
Coding Skills: Java Script, Ajax, Jelly, XML, WebServices, SOAP
Client: UBS (Investment Banking), Jersey City, NJ May ’14 – Sep ’15
Role: Servicenow Developer/Admin
Working as the for the production SRM support team and responsible for the design and development of the new services in the larger organization with the user base spread across the globe. The complexity of the workflow and the underlying driving solutions never stroke down the confidence and expertise on the Service now concepts.
Incident Management
Request Fulfillment
Ticketing Survey
Reporting
Key Responsibilities:
Attended Review Meetings and Project Meetings, Analyzed Business Requirements and Functional.
Specifications and performed Service Catalog/Incident/Service Level Management Implementation.
Collaborated on development efforts with Fruition Corp. Team during the Implementation of ServiceNow
Created custom Tables (Intake/HR Case /Finance Case).
Developed the Security Access controls to maintain the organization accountability.
Developed Business Solutions using AJAX and Business Scripts and Workflow Automation.
Worked on complex, Medium Workflows including the SOAP calls and inbuilt Libraries.
Integration with Workday for populating User profile data.
Creation of new Business Services. Routing rules based on services.
Created new catalog items & tasks for IT/Finance Case. Involved in UAT/Smoke Test.
Involved in design of ServiceNow foundation set-up, ESS form layout design and application integrations.
Created custom Notifications/Relationships. Created functionality based on user profile.
Created new Business Rules/Script Includes/Client catalog script/client Script.
Created new Workflows based on Maintain Items
Used SalesForce CMT test module to organize and manage Defect fixes and Enhancement.
Performed integration of web service from SalesForce to Servicenow
Environment:
Platform: Service now(SaaS) – Fuji
Tools: Service now, SalesForce, Workday, Client Proprietary Tools and applications
Coding Skills: Java Script, Ajax, Jelly, XML, WebServices, SOAP
Client: Ameriprise, Minneapolis, MN Sep ’13 – Apr’14
Role: Servicenow Developer/Admin
Key Responsibilities:
Hold primary responsibility of leading a team of Service now developers, providing the required technical guidance for the development of Catalog Services.
Developed the new Service now utilities based on the business requirements using JSON scripts, AJAX Library and Script Includes. These utilities laid the technical foundation for the team to leverage for development tasks.
Managed User Administration in ServiceNow providing the required levels of Access for the customized solutions.
Part of the technical discussions with BAs and business users to help capture the required information as part of the defined service catalog templates. Additionally document the technical design specifications.
Cross-train immediate peers to ensure effective knowledge transfer and efficient team work.
Research system and scripts to determine causes of failure or degraded operational performance; identify system deficiencies and recommend solutions in order to improve functionality and optimize performance.
Test and design workflows for Service Request; Review, perform gap analysis and switch over current delivery plans to workflows, wherever possible.
SOAP Messages, Scripted Web Services and the data loads using the transform maps including the major integrations with 3rd party tools.
Defined best practices and standards for coding, migration, and schedules.
Involved in the L2 production support in addition to the developer role in SRM.
Support the release cycles including the packaging and migration of the update sets.
An integral member of the defect management process for the efficient and defect free release cycles.
Worked on the migration of the pre-Aspen releases to Aspen and Berlin.
Environment:
Platform: Service now(SaaS) – June 2011 Release, Unix
Tools: Service now, Client Proprietary Tools and applications
Coding Skills: Java Script, Ajax, Jelly, XML, WebServices, SOAP
Client: HSBC Bank., India May'10 - July'13
Role: Test Engineer
Key Responsibilities:
Involved in the Requirements gathering and developing the Test Plans, Test Cases for the application in Mercury Quality Center.
Performed regression, functional testing, Integration, Smoke testing, Adhoc testing, production testing, black box testing, user interface testing positive /negative testing.
Performed automation testing on the application using QTP (Quick Test Pro). Created test scripts for the functional interface of modules using VB Script on QTP.
Created functional libraries using VB Script and used them several times in the application testing.
Enhanced the Test Scripts through parameterization, regular expressions, and adding various checkpoints to verify the functionality of the application.
Performed Web based testing validate and verify the data integrity in the database.
Worked with team members to execute various functional test cases
The online application service data was set to the source data using ETL tools and was validated
Analyzed the application, performed regression testing as per the system requirement.
Performed Web services testing for operations related to Account Transactions and Balances.
Automated web services testing by using SOAPUI (with XPATH expression language) to save the time in testing cycles.
Participated in various meetings and discussed Enhancement and Modification Request Issues.
Updated the test scripts and test plans based on the application enhancement.
Written and executed SQL Statements to retrieve data from backend.
Performed positive and negative testing on the application.
Participated in the test environment setup and in ensuring that the facilities, test tools and Scripts are in place to successfully perform the required testing effort
Database testing by executing SQL statements. Created SQL queries in SQL Query Analyzer for data validation in SQL Server Database.
Environment: QTP 9.2, Quality Center 9.0, SQL Server, Windows XP, XML, VB script, HTML, Java, SOAP UI
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