Service Management

Sreekanth

Contact: 302-***-****

Email: *********.******@*****.***

Professional Summary:

Around 6 Years Hands-On Experience in various ITSM modules like Incident management, Problem Management, Change management, Asset management, Service catalog, Knowledge Management, CMDB, and Discovery.

Hands on Experience in various ITOM modules like; Discovery, Orchestration, and Service Mapping.

Implementing ServiceNow Discovery by using the MID Server's to populate all the CI's in CMDB.

Good Knowledge of CMDB and Asset Management Services: Financial tracking, Configuration item relationship.

Function Knowledge and implementation of ITSM Framework.

Hands on Experience in Service Portal Development Using HTML, CSS, JavaScript, Angular Js.

Active Skillset in the ServiceNow suite development including SOAP/REST integration, Discovery, Workflow, Service catalog items, and CMDB.

Right, Understanding of IT service management (ITSM) and the ITIL Business process. Maintaining the service level agreement (SLA) and monitoring the SLA Workflow. Experienced with the ITIL process in ServiceNow: Incident Management, Problem Management, Change management, Knowledge Management, Project Management.

Experience of creating custom ServiceNow Portals, widgets, writing client and server-side validations using all scripts present in ServiceNow such as business rules, Client scripts.

Good Knowledge on Implementation of Global Security Governance, Risk and Compliance (GRC) methodology, program, processes and technologies.

Prioritize the right Projects and programs PPM can guide decision-makers to strategically prioritize, plan, and control enterprise portfolios.

Proficient in developing Client scripts, Business Rules, Date Dictionary, UI actions, UI Policies, Web Service Import sets, Transform Maps developing scripted Web Services.

Utilized Orchestration to extend workflows to interact with systems and applications outside the ServiceNow instance.

Proficient in coordinating and collaborating with the client's IT enabled Business Service leaders to provide a holistic approach to reduce over cost of maintenance.

Experience in creating Applications, Modules, Tables and Columns as per the requirements in ServiceNow

Knowledge in integrating LDAP Server with ServiceNow to get the organizational Users, Groups, Roles

Experience in migrating the changes across various environments in Service Now using Update-Sets.

Experience using DISCOVERY to load configuration information to CMDB, as well as manage data with import sets and update sets, comfortable deploying discoveries in a multi-datacenter environment, Service Portal.

Experience on creation of workflows for Service Catalog items in Service-Now.

Knowledge in designing and implementation of workflows using Service Now workflow editor.

Knowledge in Service Mapping and Service watch.

Created Access Control (ACL) rule. Use of the scripting tools and ServiceNow functionality to create script automate routine task done in ServiceNow.

Worked on the latest release ISTANBUL, JAKARTA which is the advanced release.

Hands on experience in Sail Point, SLAK integration with Service Now.

Ability to create and modify the Workflows in Service Now.

Sets up Service Level Agreements (SLAs) and monitors SLA workflows, creates and tracks Service Catalog requests, and items with variables.

Good Understanding of IT Asset & Configuration Management Methodology. Basic knowledge the ITSM/ITIL principles worked on Waterfall and Agile environments in the SLC process.

Gaining knowledge on the latest release of service now Jakarta, Kingston.

Knowledge on GRC processes and technologies to stakeholders and utilizing GRC tools to automate information security processes and reporting.

Demonstrated ability to manage and direct internal/external clients around all key technical decisions during project delivery and project work of advanced ServiceNow development.

Stable work experience on Relational database management systems (RDBMS) Oracle and SQL server.

Experience with working on UNIX / LINUX, Windows Operating Systems.

Expertise in Istanbul, Exposure to Jakarta Provide daily support of Service Now.

Technical Skills

Process Flows & Call-Tracking Tools:

ITIL incident management service processes; HEAT; Remedy; Zendesk, ITIL ITSM, ServiceNow Discovery/ITOM, CMS, LDAP.

Programming Languages:

Java, J2EE, Servlets & Spring frameworks, Python, C, C++, SQL, PL/SQL, ASP.Net, C#.

Software Methodologies:

SDLC, Waterfall, Agile, Scrum

Project Management Tools:

ITIL: ITSM, Service Now, Kingston, Helsinki, Istanbul

Change Management, CMDB, Project Portfolio Suite,

Knowledge Management, orchestration, Service Catalog.

IDE Tools

Eclipse, Net beans.

Scripting Libraries:

Scripting Languages Python, Perl, jQuery, Java Script, UNIX Shell Script

Databases:

Oracle, SQL DBA, MYSQL, SQL Server 2012

Web Technologies:

HTML5, XHTML, XML, CSS, JavaScript, Angular JS.

Operating systems

UNIX, LINUX, Windows NT, Sun Solaris, Windows XP, Window Server 08, UNIX scripting.

Application servers:

JBoss, Tomcat, WebLogic, Apache, HTTP Server, Web Sphere.

MS Office Tools

MSOffice (Word, Access, Excel Outlook and PowerPoint).

ITSM Tools

PPM, Performance Analytics, Discovery CMDB, Asset Management.

Professional experience

Client: BCBS, Charlotte, NC Dec 2018-Till Date

Role: Service Now Developer

Description: Supported the team responsible for the implementation and administration of the service now installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.

Responsibilities:

Analyzing application requirements and providing best feasible solutions.

Interacting with Business Analysts and understanding the functional requirements and preparation of technical documents.

Worked on Instance Cloning and migration activities

Expertise in Design and development of CMDB (Configuration Management) in Service Now

Worked on Business Rules, Client Scripts, UI Actions for multiple ITIL modules

Created UI Actions/ UI Policies in customizing forms and buttons.

Working on Customizing and Maintaining various ITIL Modules

Working on knowledge on the technical implementation of various ServiceNow modules such as Incident Management, Change Management, and Problem Management.

Working on Service Catalog, Configuration Management, Reporting, LDAP, MID Server, Inbound/Outbound emails and Discovery.

Developing the UI with extensive use of JavaScript, JSON and Ajax.

Working on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.

Designing and delivered technical methodologies around the Service Now platform.

Using ACL’s for controlling the security mechanism in Service Now.

Experience developing custom applications within the Service Now platform

Setup the SLAs according to the business requirements.

Working on creating the custom ESS portal page.

Good understanding of web services with SOAP/ XML/ WSDL and HTTP Request Methods.

Responsible for 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.

Experience in different Integration using web-services / MID Server, etc.

Server-side scripting using Script Includes, Business Rules

Designing the Content Management System for Variant system which involved layout, CSS and service catalog work.

Creating advanced real-time dashboards and reports with the addition of Performance Analytics.

Expert knowledge of orchestration works with ServiceNow

Intermediate Knowledge of how to write JavaScript and Shell scripts, PowerShell, Chef Scripts

Handled UI Action /UI policy and /Access control lists

Responsible to Built-in key performance indicators (KPIs) and allows creation of additional custom KPIs to track the metrics

Coordinating response across teams for smoother task handoffs between groups and quicker resolution

Handled content management by developing ESS page

Experience with Web Technologies / AJAX.

Assisted with running base network infrastructure (Cat6, fiber optics, and Coaxial cable) throughout multiple buildings, as well as configuring network devices to comply with DOD standards.

Gather requirements from development leads, GS&S, ITS, info security team etc.

Monitoring Incoming Events using Event Binding Rules.

Written many business rules and client scripts for field validations as per Client Requirements.

Also Using UI Actions and UI Policies for designing extra buttons and field Validations.

Involving in Incident Reporting and Change reports to track process of repairs and determine the current quality of the application.

Written Script to build an application with a systematic approach.

Experience with XML, HTML, AJAX, Jelly, CSS, jQuery, Bootstrap and AngularJS frameworks

Environment: Service Now, Asset Management, Incident Management, ITIL, HTML5, Java script, Jelly Script, Web Services, HTML, CSS, and CMDB.

Client: Sony Pictures Entertainment, Culver City, CA Feb 2018 – Nov 2018

Role: Service Now Developer/Admin

Description: Work as production support engineer for ServiceNow system. Involved integration and changes in ServiceNow tool. Working in mostly Service Catalog, CMS and Incident module customizations and enhancements.

Responsibilities:

Written Script to build an application with a systematic approach.

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

Worked on End to End implementation of Discovery.

Maintained the Configuration Items and modified the forms and form Sections.

Capable of suggesting best possible solution for any customer requirement or defect.

Appreciated for suggesting and successfully implementing overall performance changes.

Worked with UI pages, workflow and Core Configuration.

Used scripting tools and Service Now functionality to create script to automate rote tasks being done in Service Now.

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

Worked on Reports and Dashboard.

Created transform maps for importing CMDB data.

Designed many email templates with the help of html and jelly scripting and used them in notifications.

Worked on configuring Discovery Schedules and Worked on Discovery and set up mid servers and check for the connectivity.

Involved in configuring the UI Actions, UI Policies, Access Lists in ServiceNow.

Managed all aspects of the Service Catalog application, including scripting functions such as creating UI macros or business rules.

Experience working in a highly regulated environment (including SOX, HIPAA)

Ensured project scope and objectives are accomplished within the prescribed time frame and funding parameters.

Experience in developing web pages using JSP, HTML, CSS, XML, Java Script, AJAX, jQuery, AngularJS, and Bootstrap.

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

Designed Workflows, along with standard Workflow templates which can be reused.

Worked with Apache Jelly to create various kinds of UI pages and Macro templates.

Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.

Managed system upgrades in a timely and low-impact manner.

Proposed and Implemented ITSM best practices in company's environment.

Monitored health, usage and overall compliance of the application.

Performed System and integration testing with sample/live data with Support Services team.

Environment: Service Now, Incident Management, ITIL, SQL, and Problem Management, jQuery, AngularJS, JavaScript, XML.

Client: Bank of America, Pennington, NJ April 2017 – Jan 2018

Role: Service Now Developer/Admin

Description: As a Service Now developer, I am responsible for designing and developing CMS Portal, Service Catalog, Configuration Management, Incident-Problem-Change management modules troubleshooting, Bug-fixing and report management.

Responsibilities:

• Customizing the forms and list view of Incident, Problem and Change Management tables as per process requirements.

• Extensively worked writing Sever side scripts, developing Business Rules, UI Action in ServiceNow.

• Worked on UI scripts, Notifications, SLA workflow as part of customizing the SNOW.

• Used Glide Record to retrieve and update data on different business conditions.

• Developed ESS functionality and implemented appropriate workflow.

• Coordinated Service Catalog options, including two-step checkout, cart controls, variables.

• Development of Service catalog which includes creating new catalog items, order guide, designing workflows and execution plans, Integrating Service catalog module using Web Services.

• Creating the UI pages to use them in catalog items, Implemented using UI scripts.

• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.

• Worked on integrations using REST, SOAP web services to pull data from third party tools into SNOW.

• Configured LDAP Server and LDAP Listener for updating the user and group table record.

• Creation of Incidents and Service Requests for supported applications. First point analysis on tickets and assigning them to service line based on scope.

• Responsible for setting up the Change Management along with customizations for Risk Assessment.

• Designing and worked on service portal in Helsinki using HTML, JavaScript, and AngularJS.

• Automated the asset import using scheduled jobs and thought the use of transform maps.

• Extensively worked on CMDB and set up mid servers as per the requirements.

• Experience on working with Script Includes and Scripted Web Services.

• Worked on UI Macros to create pages as templates.

• Worked on loading the data into ServiceNow using import sets.

• Develop and manage application code, user interface, and third-party integration components.

• Ajax implementation for server calls from client side.

• Create and execute test plans and scripts, including use cases and process flow diagrams, Creating BRD's (Business Requirement Document) and user stories based on the application requirements and documentation.

Environment: ServiceNow Incident, Asset, Change Management, CMBD, ITIL, ITSM, Service Catalog, JavaScript, Jelly Script, Web Services, REST, SOAP, HTML, CSS.

Client: Amedha Info systems Pvt Ltd, Hyderabad Sept 2013 – Oct 2015

Role: Service Now Developer/Admin

Description: Digital Commercial Data is to combine the data across multiple ERPs and other legacy source systems into a single platform. This mainly deals with Order Management. The company provides investment banking, asset management.

Roles &Responsibilities

The process is integrated with the Helpdesk portal.

Created Incident Management, problem Management, Service Requests and SLA's.

Developed Service Catalog items, Order guides, record producer, Variable Sets, UI Policies, Data policies,

UI Actions, ACL's, Client Scripts, script Includes, Business Rules, transform maps and Web services

Done the integration of Service Now with third party tool by using SOAP and REST messages.

Worked on Inbound email action setup to automate Incident Management process, Incident creation from an email and different interfaces.

During development worked with JavaScript to create front-end and back-end components such as forms, buttons, views, pages, business rules and workflows.

Knowledge on License management - Optimization, Planning for audit as per License agreements,

Tracking and managing the illegal software licenses.

Involved in developing workflows forms and views.

Reviewed Business Rules and recommended solutions for implementation.

Developed Scripts to invoke existing Script Include.

Gathered and analyzed requirements.

Coding and review findings as per the best practices of Service Now

Analysis of Impact during the Instance Upgrade.

Working with and functional requirements within Service Now for Catalog Management, Incident, Web services, interfaces.

Created a various workflow for incident Management, Service Requests and SLA's.

Environment: Service Now, Change Management, Incident Management, Problem Management, ITIL, HTML, Java script, XML, AJAX, CSS, CMDB, JavaScript, Html, CSS, Glide Script, Web Services, CMDB, HTML, JavaScript.

Client: RAM Software Solutions Inc, Hyderabad May 2012 – Aug 2013

Role: WEB UI Developer

Description:

The job was to formulate plans for design and development of Application to meet business needs. Provide analysis to determine solution approach for automated applications and assist in the coordination of the maintenance and support needs for existing applications.

Responsibilities:

Involved in the development of user interface design and front-end (HTML) for the Web application using HTML4, CSS2 and Bootstrap.

Developed nonfunctional HTML, CSS pages from the mockup and involved in UI review with UI and Business Units.

Coded JavaScript for pages functionality using jQuery selectors and events.

Performed client-side validation for forms using JavaScript and jQuery.

Involved in implementing the UI to support all the major browsers like internet explorer, Mozilla Firefox and Google Chrome thus ensuring cross browser compatibility.

Made the application responsive to different screen resolutions using Bootstrap and CSS3 media queries.

Debugged the code using browser tools like Firebug.

Created computer generated images and animations using CGI for digital marketing web applications.

Created pages for selecting the book size, layout type for a photo book.

Integrated with third party photo storage applications like Instagram, Facebook, Picasa etc.,

Used third party API's for obtaining the digital storage information.

Coordinated project activities and ensured that all project phases are followed and properly documented.

Involved in complete SDLC- requirement analysis, development, system and integration testing.

Environment: Java, Hibernate, Eclipse, Git, JavaScript, jQuery, AJAX, HTML5, CSS3, JSP, Servlet, Struts, JDBC UNIX, Oracle, PL/SQL, HTML, JSP, Tomcat, Java Beans, Bootstrap, Maven, Bower, Log4j, MySQL.

Education:

Master’s in Computer Science, USA.

Bachelor's in computer science engineering

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