Service Management
Resume:
Hima Bindu Kancheti
(Servicenow Developer / Administrator)
**********@*****.***
Professional Summary:
Over 6 years of strong software experience in design, development and deployment of web-based and Client-Server business applications using OOP, Java/J2EE and ServiceNow technologies.
A ServiceNow Developer / Administrator and facilitator with a proven track record of identifying operational and strategic opportunities through highly effective elicitation, requirements-gathering, analytical and communication techniques.
Completed and released a number of ServiceNow Service Catalog items for internal and external users
Managed roles and permissions, group creations, ACL’s (access control lists), User Interfaces, and Service Level Agreements for corporate wide ServiceNow instance.
Experience in Implementation of Workflow, Incident Management, Problem Management, Change Management and Service Catalog on various business applications.
Managed multiple ServiceNow projects and coordinated testing, demonstrations, training and release schedules
Provided support for bug fixes, reporting, testing and other ad hoc requests
Completed customizations for Work Order and Change modules
Served as the primary link between the development team and internal customers, facilitated meetings between the two groups and gathered and presented requirements for development.
Experience on developing Content Management System (CMS) and Jelly Scripting solutions on ServiceNow.
Applied Agile methodologies to handle the product backlogs.
Created user and new hire training documentation, ongoing employee training, system admin work, upgrades, implementations, and installations.
Experience in installing, configuration and administration of CMDB.
Experience in Manipulating, Loading and Maintaining data between Service-Now and other systems.
Experience in Creating Knowledge article, Mentored and trained business users & Helpdesk users on ServiceNow platform.
Participated in Workshops with ServiceNow partner teams to help companies implement ServiceNow using best practices in ITSM.
Experience in integrating LDAP Server with ServiceNow to get the organizational Users, Groups, and Roles.
Experience using DISCOVERY to load configuration information to CMDB
External Services/Application Communications via Web Service calls (SOAP, REST).
Integrating ServiceNow with Java based web services for order retrieval, Oracle SOA Web Services.
Managed MID Server, scheduled jobs, import sets and transform maps to maintain integration with associated databases and maintain CMDB
Customized Time Card module to record time worked on Projects, Incidents, Problems, and Change Requests.
Good experience in the implementation of Core concepts of Java, J2EE Technologies: JSP, Struts, JDBC, XML, Web Services, JNDI, Multi Threading etc.
Excellent written and verbal communication skills, Analytical, Problem Solving skills, strict attention to detail and ability to work independently, lead/work within a team environment.
Technical Skills:
Programming Languages : C, C++, Java and Javascript
ITIL : ITSM, ServiceNow
Scripting Libraries : JQuery, Java Script, shell scripting, VBScript
Java Technologies : JSP, JDBC, Flex 3.0
Application Servers : Jboss Application Server, Tomcat
Frame Works : Jakarta Struts 1.2, MVC Framework.
Databases : Oracle 11g/10g/9i/8i, MYSQL, PL/SQLSQL
IDEs & Utilities : Eclipse
Education:
Bachelor of Engineering in Computer Science
Professional Experience:
Client: Puget Sound Energy April 2016 – Till date
Position: ServiceNow Developer / Administrator
Project: Technical Application Support
Worked as a ServiceNow technical support consultant to Fix various issues for auditing and as well as for smooth functioning of ServiceNow Application on daily basis.
Responsibilities:
Responsible for administering and developing Nerc Security Patch Assessment form and its escalation email criteria.
Customized the Delegation criteria as per the company’s requirement.
Customized email notifications and implemented inbound email actions for incidents.
Managed data with Tables, CMDB, Import Sets and Update sets.
Designed new workflows and modified existing workflows according to new requirements in an efficient manner.
Creation and Customization of the Knowledge Base Articles and Knowledge Submissions.
Implemented survey response module for incidents and problem tickets.
Worked and Fixed many high priority Tickets and Request Items on daily basis.
Implemented outage module and created relationship between outage, incident and problem.
Modified Client Scripts and Business Rules for TCP connections and Software installations in discovery for effective auditing purposes.
Customized many email notifications for RITM manager approvals, Delegate emails, Approval Remainder and change request as per business requirements.
Developed new change requests and provided technical support for Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery
Attended Many Business Meetings with management and with other teams for requirements gathering and was an active member of Change Advisory Board.
Created transform maps both automatic field mapping and scripting to populate different fields in the users records.
Worked closely with SAP and IAM teams to gather data of the users within the organisation and moved the data in to Servicenow.
Client: Blue Cross Blue Shield of MI October 2013 – March 2016
Position: ServiceNow Developer / Administrator
Project: IT Automation and Asset Management
Automating of Service Requests in ServiceNow that were mostly handled by Service Desk agents manually,
As a result increasing accuracy and integrity of the System processes.
Responsibilities:
Responsible for administering and developing elements of a corporate wide ServiceNow instance.
Managed intake and requirements gathering for new ServiceNow feature requests
Completed and released a number of ServiceNow Service Catalog items for internal and external users including catalog items for feature requests, new instance requests, external usage requests
Created and managed Service Level Offerings for client specific requests and generic corporate wide items
Managed roles and permissions, group creations, User Interfaces.
Integrated LDAP Server with ServiceNow to get the organizational Users, Groups, Roles
Used SOAP API to perform several functions on the targeted resource.
Managed migrating the changes across various environments in ServiceNow using Update-Sets
Provided troubleshooting and support for bug fixes, reporting, testing and other ad hoc requests.
Developed new change requests and provided technical support for Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery
Created the Business rules, Catalog Client scripts, Catalog UI policies for the new service catalog requests developed for new employee hire on boarding request.
Created and modified various Business Rules, Script includes, Ajax Query, JavaScript, and Jelly scripts, UI Actions, UI Policies for the existing and customized applications as per the business requirements.
Designed Workflows, along with standard Workflow templates which can be reused.
CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
Created and maintained the test repository by creating test suites, test cases, and tests.
Involved in reporting the defects and the blocking issues for the failed tests.
Involved in various migrations activities and coordinated various project implementation tasks
Project: Enterprise Solutions ITSM
Migrating from in-house defined ITIL processes to ServiceNow Enterprise Suite
Responsibilities:
Attended client Workshops for requirement gatherings.
Managed intake for new ServiceNow feature requests
Modified and defined new architecture for the core ITSM modules.
Automated provisioning of several Services by designing various Catalog Items and workflows.
Redefining the Major Incident Process, aligning with company’s IT infrastructure.
Worked on Incident Assignment matrices for auto assignments.
Implemented Problem Management Module from scratch.
Enhancement of the OOB Problem module for VIP requestors and attaching the SLAs for the problem tasks
Defined Many-to-Many relationships between Incident, Problem and Change
Redesigned the Change Workflow with rollback activity
Defined various Change Types and Change Templates as per client requirement
Scheduling CAB and ECAB meetings on a button click from Change form
Migrated from Berlin to Eureka as per the upgrade process
Implemented Release and Demand Management in Release
Administrating activities including user access, update set movements, report generation, system cloning etc.
Client: BCBSM, Detroit June 2013 - October 2013
Position: J2ee Developer
Project: Member Self Service
Member self service is a web application facilitating members to view their benefits and Explanation of benefits, change primary care physician and request id cards developed using state of Art frameworks like Web Services, Hibernate and Spring
Responsibilities:
Responsible for providing high level systems design; this includes technical use cases, class diagrams, sequence diagrams, activity diagrams, etc as per BCBSM standards
Involved in developing the common services using SOAP Web Services for Member Eligibility Inquiry, ID Card Request, Material Request and Accumulator Service
Involved in development of front screens using JSP, AJAX
Involved in development of different Middle tier modules using Struts, Hibernate and EJB sessions beans.
Responsible to trouble shoot the technical issues in the development.
Responsible for providing high level systems design; this includes technical use cases, class diagrams, sequence diagrams, activity diagrams, etc.
Used various design patterns Front Controller, Service Locator, Business Delegate, Facade and Value Object.
Assisted in testing efforts, performed unit testing and fixed during testing phase.
Implemented EJB’s, DAO’s and JSP screens using customized tag libraries to create, maintain and inquire scalable items.
Frequently used Toad and SQLAdvantage for database querying.
Environment: RSA 7.0, Java, JSP, Struts, Spring, Hibernate, SOAP Web services, Oracle, Sybase, Toad for oracle, SQLAdvantage, Web sphere Application Server 6.0, JavaScript, AJAX, CSS, Serena.
Client: CVS, Chicago, IL March 2012 – May 2013
Position:J2ee Developer
Project: PeopleSafe
PeopleSafe is a Caremark HealthCare Customer Call Center’s internal application used by Customer call center representatives through the country in order to serve their client requests through the phone or over the internet online service. People Safe allows the customer care representative to access the member account information and make payments for their Prescriptions and to update their prescription orders and for Mail Service Inquires, Benefit Inquires and Eligibities.
Responsibilities:
Involved in the Development, UAT and Production Phases of some modules of People Safe
application using RUP methodology.
Developed the front-end using JSP, Ext-JS, JavaScript, HTML and DHTML.
Used Caremark Specific custom Tag libraries for developing front end.
Used Custom TCF Framework to implement MVC pattern to the application,
Used Open Source - Commons-validation Framework to provide Server-side Validation.
Used Various Design patterns like Singleton, DAO, and MVC etc.
Used Core Java1.5 Concepts like generics, Collections in the Application.
Involved in Unit Testing using JUnit.
Deployed and Tested on WebSphere Application Server 6.1.
Environment: Core java, J2EE 1.5, JSP, Servlets, JavaScript, Ext-JS, HTML, DHTML, CSS, Eclipse, JUnit, IBM RAD7.0, WebSphere Application Server 6.1, XML, XSLT, DB2, IBM DB2 Client.
Synotech Info systems, India October 2009 – January 2012
Client: Bank Of America, India
Position: J2ee Developer
Project: CAIS
CAIS is a Common Associate Information System, which is a part of Asset Management Application, developed to maintain the various kinds of Assets of the Organization, which includes the Associates information, Branch information and Investment Center information. As part of the development the existing Legacy System that is in Oracle and Access has been migrated to Java.
Responsibilities:
Developing and Designing Class definitions using Rational Rose to represent the inheritance hierarchy among various user interfaces
Designing and Developing Java Objects based on Java Patterns and UML Specifications
Designing and Developing Web Service Resources and deploying them in the Websphere Application Server Container
Deploying B2B applications on to the Web sphere Portal Server
Designing and creating Oracle 8i/9i database objects/tables, Procedures and functions
Designing and developing JSP Pages using Struts Frame work and Tag libraries
Designed XML Schema Definitions for the XML documents
Designed and developed XSLT & XSL documents using Formatting Objects, which query data in XML documents and creates .PDF reports and Excel Documents
Environment: Java, J2EE, JSP, JavaScript, Struts, CSS, Eclipse, JUnit, RAD, Web Sphere, XML, XSLT, Sybase
Client: HSBC India
Position: Java Developer
Project: Online Banking System
This is an Online banking application, which enables bank customers to access their accounts through web. This application delivers online services including account information, bill payment, and transfer of funds, new product offerings and customer correspondence with the bank. The system guarantees convenient and safe access to their account at any time from any chosen place in the world. There are several modules in this system such as accounts, deposits, Transfers, standing orders, beneficiary, applications and reports.
Responsibilities:
Worked as Research Assistant and a Development Team Member
Coordinated with Business Analysts to gather the requirement and prepare data flow diagrams and technical documents.
Identified Use Cases and generated Class, Sequence and State diagrams using UML.
Used JMS for the asynchronous exchange of critical business data and events among J2EE components and legacy system.
Involved in Designing, coding and maintaining of Entity Beans and Session Beans using EJB 2.1 Specification
Involved in the development of Web Interface using MVC Struts Framework.
User Interface was developed using JSP and tags, CSS, HTML and Java Script.
Database connection was made using properties files.
Used Session Filter for implementing timeout for ideal users.
Used stored Procedure to interact with database.
Development of Persistence was done using DAO and Hibernate Framework.
Used Log4j for logging.
Environment: J2EE, Struts1.0, Java Script,CSS, HTML, XML, XSLT, DTD, Junit, EJB, Oracle, Tomcat, Eclipse, Web logic 7.0/8.1
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