ServiceNow Developer/Admin

PAVAN GORANTLA

Certified ServiceNow Developer

****************@*****.*** 203-***-****

PROFESSIONAL OBJECTIVES

Certified ServiceNow Developer with 5years of hands on professional experience in providing ITIL and IT Service Management Solutions with expertise in the ITSM.

Experience in end-to-end implementation of ServiceNow modules Incident Management, Change Management, Knowledge Management, Service Catalog, CMDB Management.

Experience with Implementation Configuration and maintenance of Business Rules, Data Dictionary, Client Scripts and UI Policies, custom ITIL Applications, Modules.

Experience in configuring the SLAs for various ITIL processes per the client requirements.

Experience in configuring the ACLs and create Users, Roles and User Groups.

Configured LDAP Server, for pulling user and group data from Active Directory

Extensively involved in development of moderately complex ServiceNow applications and reports.

Defining workflows in Service Catalog items, Approvals and Dynamic tasks in ServiceNow.

CMDB data import using transforms maps.

Experience loading data into ServiceNow using Import Sets.

Experience migration between environments in ServiceNow using Update Sets.

Managing data with tables, CMDB (configuration management) import sets Users, Groups and roles.

Worked on fixing bugs and doing enhancements for Incident, Problem and Change management and Service Catalog modules.

Experience configuring Discovery Schedules and Worked on Discovery and set up MID Servers and check for the connectivity.

Developing different bar charts, pie charts, list reports and scheduling reports.

Work on Client, Server-side scripts to meet client requirements using Glide Record APIs.

Developed solutions using JavaScript, Ajax, Web Services REST APIs and other web technologies to integrate ServiceNow with internal/ external systems and tools.

Email Integration Configure Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.

Centrify Enabling Multi-provider Single sign-on.

Oracle PeopleSoft using inbound and outbound web services.

Good working knowledge on content management system using Jelly Scripting.

Designs and develops new ServiceNow applications and services.

Strong knowledge in all phases of Software Development Life Cycle (SDLC) for enterprise applications following Waterfall and Agile methodologies.

Review data for performance, monitoring and reporting.

Ability to work in tight schedules, mentor and team player with strong aptitude towards interpersonal communication with ability to work in team and independently.

ServiceNow Upgrade planning & execution.

PROGRAMMING SKILLS

Primary Skills

ServiceNow (ITSM) Development & Implementation

Scripting

CSS, HTML, JavaScript, jQuery, Python, Angular JS

Languages

Core JAVA, C, C++, SQL, PL/SQL

Tools

Net Beans, Eclipse, Toad, Intellij

Database

Oracle, MY SQL, MS-Access

CERTIFICATIONS

ServiceNow Certified System Administrator

PROFESSIONAL SUMMARY

NexMarkets,Parsippany, NJ

ServiceNow Developer/Admin

April 2017- Present

Followed Agile Methodology for the development of the project.

Designed and delivered technical implementations on the Service Now platform.

Gathered requirement from stake holders for attributes needed to develop Service Catalog items.

Worked with clients to assess current state processes and tools, defined Service Now requirements and developed and configured the Service Now platform.

Design and implement new functionality using business rules, UI policies, and access lists etc.

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

Designed a website and customized login pages, search pages, views of lists, tables, charts, or graphs.

Created buttons and context menus both on form and lists using UI actions

Created new business rules/script includes/client Catalog script/client script.

Used Glide Scripting to develop Business rules.

Developed solutions using JavaScript, Web Services, SOAP and other web technologies to integrate Service Now with internal/ external systems and tools.

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

Worked with Record Producers, Flows in service Catalog Management.

Worked on various modules of Service Now like Incident management, Change management, and Problem management, Service Catalog, User Administration.

Managed integration of vendor tasks, tracking and reviewing vendor deliverables.

Demonstrated strong problem solving, negotiating, influencing, facilitation, organization, prioritization, decision making, and conflict resolution skills.

Developed the Gantt charts for the detail resource and task allocation.

Responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.

Creating Inbound SOAP API calls to make the newly captured data available for legacy applications.

Integrated ServiceNow Dev instance with the existing LDAP and Single Sign-On (SSO) solution.

Perform functional and regression testing.

Developed Transform maps to map values between Import Set and ServiceNow tables.

Coordinating with various teams during Development and Testing Phase.

Department of Finance,Montgomery, AL

ServiceNow Admin

June2016-Feb2017

Use Administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLA's, Reporting etc.

Core Application Administration Policies Interactions, Application Security, Events Notifications.

Managing client scripts, UI policies, UI actions and Data policies.

Moving data in and out of an instance using import sets and transform maps and auto import of data into service now.

Defining Service Level Agreements SLAs, notifications, and reports.

Develops new applications from beginning to end.

Maintains existing applications. Creates code that meets system standards.

Integration of service now with LDAP for authentication.

Integration of Service Now with BMC Remedy for ticket creation on change submit.

Subject Matter expert on Incident Management, Change Management Process and Knowledge article.

Recommends appropriate design alternatives to be implemented based on customer constraints.

Develops conversion plans and procedures.

Develops and executes plans and procedures for data conversion, customer acceptance criteria and installation strategy.

Migration of customizations from one instance to another instance.

Ongoing Maintenance.

Pramati Technologies,Bangalore, India

ServiceNow Admin

June2013-Nov2015

Gathering requirements from the client and analyzing them.

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

Building ServiceNow from scratch and developing forms as per clients need.

Creating catalog items and creating record producers in service catalog.

Working on different modules like Incident, Problem, Change.

Working experience on ServiceNow Discovery module.

Loading CI’s into ServiceNow CMDB using discovery.

Implementation, customization and configuration of different Service Manager Modules like Change Request, ESS, Service Desk, Service Catalog, Problem and SLM.

Experience in creating UI policies, UI actions and Client scripts.

Integrating LDAP and done different integration.

Worked on the things relating to ServiceNow: Discovery, Automation, CMDB populate Security & Roles.

Performed ServiceNow admin activities, which involves group and user administration.

Leveraging knowledge and experience to deliver end-to-end methodologies within Service Now, which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating effort of administrators.

Understanding of IT service management (ITSM) and the ITIL business process Maintain service level agreement (SLA) and monitor an SLA workflow.

Written business rule to get attachment details from ECC queue and to add against incident based on sys id and payload which is sent from SharePoint team using REST API.

Working on workflow and approval issues in service requests.

Apart from above performing regular activities like moving the code changes from development to test instance and testing all modules when ServiceNow new patch is applied.

EDUCATION

Sacred Heart University, Connecticut, USA

Masters in Computer Science Engineering

Acharya Nagarjuna University, India

Bachelors in Computer Science Engineering

Contact this candidate