Service Management

SHYAM SUNDAR NC

**** ******* ******, ** *****, CA 91731 C: 801-***-**** **********@*****.***

PROFESSIONAL SUMMARY

Qualified IT Professional with 5+years of total experience including 3+ years of experience as a ServiceNow

Developer and Administrator.

Excellent verbal and written communication skills – able to present information, status, and issues in a clear

and concise manner with the goal of driving to a decision.

A passionate, articulate, goal-oriented and dynamic professional with successful background in

Requirement Gathering, Technical Documentation, Software Validation, Software Release and

experienced Software Developer in ServiceNow .

Attention to detail and complex problem solving abilities from operational and technical perspective.

Ability to work independently and as part of a group.

Aptitude for learning and rapidly mastering new applications and technology.

Excellent analytical skills with proficiency in debugging and problem solving.

Proven technical skills and ability to work within a team for successful completion of project.

EXPERIENCE SUMMARY

Hands on experience on various IT Services of Service-Now tool like Service Catalog Requests, Asset

Management, ServiceNow Administration.

Experience Developing ServiceNow applications from Business requirements and Technical design

documents.

In-depth knowledge of the technical implementation of Change Management, Incident Management,

Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and

Integrations.

Experience on developing Content Management System (CMS) and Jelly Scripting solutions on ServiceNow.

Core competency areas include IT Service Management using ServiceNow Tool.

Involved in Requirement analysis, Business analysis, Use Case analysis, Change management and

Configuration management.

Provided support for bug fixes, reporting, testing and other ad hoc requests

Expertise on creation of workflows for Service Catalog items in ServiceNow.

Strong skill set in the ServiceNow Suite Development including SOAP/REST integration.

Managed MID Server, scheduled jobs, import sets and transform maps to maintain integration with associated

databases and maintain CMDB.

Functional knowledge and implementation experience of ITSM frameworks.

Web services, Discovery, Workflow, and CMDB.

Managed intake and requirements gathering for corporate wide ServiceNow instance.

Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item

relationships.

Understanding of IT service management (ITSM) and the ITIL business process.

Maintain Service level agreement (SLA) and monitor an SLA Workflow. Expertise from Berlin through Eureka

Versions.

Created Knowledge articles to document the steps in creating the catalog item.

Built ServiceNow forms from scratch along with advance customizations at the level of UI Macros/UI pages as

per the complex requirements.

Created Catalog client scripts and UI policies to make client side changes.

Created the UI pages to use them in Catalog items, Implemented using UI scripts.

Created Knowledge articles to document the steps in creating the catalog items.

AREAS OF EXPERTISE

Operating Systems Windows, UNIX, Linux

Programming Languages C, C++, Java, Python,SQL.

Software Methodologies SDLC, Waterfall, Agile, Scrum.

Tools & Utilities Service Now, BMC Remedy.

Scripting Languages JavaScript, HTML, CSS.

Application Servers Apache, Tomcat.

Database Oracle, MS SQL Server

Development Tools Visual Studio 2010/2008/2005

EDUCATIONAL BACKGROUND

Master of Science: Management Information Systems

California State University, Los Angeles Los Angeles, California, USA

Bachelor of Science: Electronics and Communication

Anna University Chennai, Tamilnadu, India

Experience

Mattel - El Segundo, CA

Jan 2014 – Present

Role: ServiceNow Administrator/Developer

Project Description:

Implementing Service Request Management from End-to-End including the integrations with other tools and giving

L3 support for the whole Service Catalog Application including resolving the incidents and problem tickets on Service

Catalog.

Responsibilities:

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

Recommends the ITIL v3 methodologies to delivered technical methodologies around the ServiceNow

platform.

Attended review meetings and project meetings, Analyzed Business Requirements and Functional

Specifications and performed Service Catalog, Incident, Problem and Service Level Management

Implementation.

Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client

Script, UI Action and Business Rules.

Configuration and customization of Help Desk and different Modules including: Business Rules, Client

Scripts, Dictionary Overrides, UI Policies and UI Actions based on user requirements.

Responsible for creating homepages including basic Reporting.

Worked on Configuring the IP Addresses to identify the undiscovered CI's and insert them into CMDB.

Worked on CMDB and Asset management. Performed Data migration to import data from other Applications

and external databases.

Created Data Sources for various external applications. Used Import sets and Transform maps to import data into

ServiceNow.

Created Update sets to move customizations between different systems.

Developed solutions using JavaScript, Web Services, SOAP and other web technologies to integrate

ServiceNow with internal/ external systems and tools.

Created full documentation for Service-Now applications.

Environment: ServiceNow (Eureka/Dublin), Java script, CSS, XML, UNIX, REST

Office Depot, Boca Raton, FL

June 2013– December 2013

Role : ServiceNow Developer/Administrator

Office Depot, Inc. is a global supplier of office products and services headquartered in Boca Raton,Florida,United

States.

Responsibilities:

Involved in analysis of end user requirements and Business rules based on given documentation and worked

closely with tech leads and Business analysts in understanding the current ServiceNow system.

Developed solutions in the service-now platform that are ITIL V3 compliant and defined business solutions for ITIL

users.

Designed and implemented new functionality using UI Policies and Data Policy.

Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs.

Designing the Content Management System which involved CSS and service catalog work.

Responsible for creating various workflows for Incident Management, Change Management, Service

Requests and SLA's.

Has been part of end user self-service portal management.

Configured end to end process for Knowledge management and worked on the knowledge Centered Support

(KCS) plug-in.

Worked on creating users, roles, groups and load the data to service-now objects using import sets on daily,

weekly, monthly and on request basis.

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

Responsible for creating homepages including basic reporting, gauge configuration and dash board

presentation.

Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform

Maps.

Generating weekly reports and metrics for IT management.

Configured metrics for indicating KPI of the Industry in different measure.

Created many standard workflows which are being re-used and propagated.

Documented business processes, functional requirements

Conduct information flow analysis, process modeling within and across multiple business streams.

Maintained the integrity of the service-now tool across production and non-production environments.

Provided training on service-now process, operations and capability to all required teams.

Involved in production support for all the ServiceNow related issues.

Integrated Twilio with ServiceNow for Voice Alert Notification using REST API.

Configured Scheduled Data Import for importing data files from remote server location by SFTP/FTP.

Designed the layout, CSS, dynamic content for the End User Self-Service Portal design.

Environment: ServiceNow, Java Script, Jelly Script, XML, JSON, AJAX.

Symantec, Mountain View, CA

May 2012 – May 2013

Role: ServiceNow Administrator

Project description:

Service Desk internal application, where user will take care of any issues raised by various teams enter to portal by

checking logs and create level of problem/incident and assigned to teams to resolve issue.

Responsibilities:

Working with client and functional requirements within Service Now.

Facilitating rollout of new applications and modules.

Implement Service-Now customization including, but not limited to, Client Scripts, UI policies, UI Actions,

Script Includes, Business Rules, workflow administration, report setup, and data imports and exports.

Assist in the definition of business requirements and provide definitions and updates of system design

documentation.

ServiceNow application development; including creation and configuration of Service Catalogs, Email

Notifications, Data imports and exports and Reports.

Experienced in the analysis, development and automation of various ITSM processes including Incident

Management, Change Management, Asset Management, Service Request, Configuration

Management including setup and configuration of MID Server and Configuration Item Discovery

The service we also provide to clients is a semi managed service for administering their Service desks that has

been implemented. This includes various administration tasks within Service desk software.

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

Designed many email templates by using HTML and jelly scripting and used them in notifications

Worked with windows team, network team and Asset team in order to check for the data collected through

discovery is accurate.

Created new Business Rules/Script Includes/Client catalog script/Client Script.

Configured chat functionality for Service Desk ticketing queue

Created transform maps for importing CMDB data.

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

Imported Active Directory to Service now using data sources.

Created data sources and loaded the Service-Now tables with different data formats

Created transform maps both automatic field mapping and scripting

Also worked on Asset Management and loaded the data into it.

Integrated Fire eye tool with ServiceNow using Email integration i.e. inbound actions scripting.

Worked on the integration of ServiceNow with Siebel, integrated Service Catalog and Incident module.

Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to

fulfill the requirements.

Environment: ServiceNow, Asset Management, Incident Management, Problem Management, HTML, Java script, CSS,

CMDB.

Innova Solutions, Hyderabad, India

May 2009 – July 2011

Role : Application Support

Project Description:

This is a member service application which covers services related to members like benefits eligibility claims and

registration, coverage verification, process and receipt of service requests, timely delivery of payments, information

requests. It allows customers to access the register and policies and premium information online.

Responsibilities:

Supporting application releases and validating the application end to end and providing the

findings/suggestions to Developers and Business.

Trouble-shooting production incidents with detailed analysis of issues on web, mobile, web services, desktop

applications and doing the root cause analysis.

Developing automation scripts for daily monitoring activities using C#.

Assists with the identification of issues by developing and reviewing system audits and logs

Research processes and data flows. Evaluate, recommend, and implement improvements to enhance or automate

solutions to improve efficiency and security of data.

Serve as the technical liaison with business units and related system providers. Evaluate system updates and

publish an executive summary on updates and impact. Prepare and publish an upgrade timeline.

Support regular processes, transactions, mass changes, and system imports/exports.

Collaborates with all departments of IT, recommends appropriate application change procedures and obtains

management approval.

Escalate unresolved issues to appropriate team and personnel.

Expert in working/managing with Global teams from US, Singapore and India.

Environment: Visual Studio 2005, CSS, XML, JavaScript, SQL Server.

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