Service Management

Haritha

ServiceNow Admin

E-mail: *.****@*******.*** Phone: 214-***-****

SUMMARY:

Over 7+ years of experience in IT with over 4+ years of good experience on ServiceNow Administration and Maintenance.

Extensive experience on Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog and Knowledge Management.

Expertise in debugging issues on ITSM (incident, change, problem, Knowledge) in ServiceNow.

Expertise in preparing Test cases for enhancements and defect fixes prerelease and getting sign off from Clients.

Act as a critical resource on ITIL processes, proper ServiceNow usage and providing ServiceNow support.

Exposure to new plug-ins like incident alert management, Risk Assessment and Knowledge V3.

Knowledge and ability to communicate business and technical concepts of ITSM.

Expertise in Testing, Analysis and Implementing ServiceNow Platform Upgrades starting Fuji to Helsinki and other patch Upgrades.

Hands on Upgrading Knowledge V2 to OOB Knowledge V3 (Knowledge Bases).

Expertise in building Reports, Gauges and Home Pages.

Working experience of various phases of SDLC such as Requirements, Design, Build, UAT and Delivery.

Experience in working closely with business and clients to understand roadmap/fast track and define plan for customer to meet their IT goals.

Working experience in Software and Asset Management Modules.

Expertise in troubleshooting and debugging ServiceNow environments.

Active participant in Release Management activities. Responsible for migration of Update Sets, managing release schedules. Clone across non production instances.

Working knowledge of Agile, Scrum, Waterfall, Iterative and Spiral methodologies.

Strong experience on testing methodologies and experience on preparation of test plans, and support for Integration Testing & UAT.

Experienced in the management of all phases of the application lifecycle and best practices including Requirement Gathering, Design, Development, Testing (application code and user acceptance).

Good understanding of different Software Development Life Cycle (SDLC) models and QA Methodologies.

Expert in creating test plans and writing/running automated test scripts to pinpoint software defects, track bugs, close open defects and validate functionality.

Expertise in Automation testing using Python Scripting, Perl scripting, QTP with VB Scripting.

EDUCATION:

Bachelors of Technology in Electronics & Communication Engineering, JNTU, India

TECHNICAL SUMMARY:

Scripting Languages

Python, Shell Scripting, Perl

Operating Systems

Windows 2K3/2008/R2/2012, RHEL 5,SLES 10, SLES 11, Ubuntu

Technologies

JavaScript, Web Services, SOAP, XML, Jelly

Testing Tools

HP Quality Centre 10.0 and 11

DBMS

Oracle 9i, Oracle 10G, Sql Server

ServiceNow Administration

Service Catalog configuration, Incident Management, Problem Management, Change Management, Knowledge Management, Access management (RITM), LDAP, Personalizing Forms, Personalizing Lists, scripting, Create update sets, Move update sets between instances, ICM changes.

PROFESSIONAL EXPERINCE:

Duration: July 2015 to till date

Client: Prime Therapeutics, Irving, TX

Role: ServiceNow Admin

Environment: ServiceNow – Fuji, Geneva, Helsinki Release, Service Catalogs, Workflows, Knowledge V3, Change - Risk Assessment, LDAP, Aveksa,

CSS, Java Script, Ajax, XML, Web services, SOAP, REST API

Responsibilities:

Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Configuration Management, Service Portal.

Installation of HI Security Settings Plugin and various Platform Upgrades from Dublin to Helsinki.

Data loading from Aveksa Application using Data Sources and Transform Maps.

Expertise in debugging issues related to Claim Analysis Integration with Dev02.

Created ACL’s, Users, Groups and Roles for Security, Approvals and Fulfillment.

Upgraded Knowledge V2 to V3 alongside Geneva Upgrade.

Enabled Risk Assessment Plug-in and provided OOB Risk Assessment Solution to change coordinators.

Maintenance of all existing Catalog forms, enhancing based of the business requirements.

Creating custom Reports and scheduling Reports for distribution across business areas and creating Gauges for Homepage.

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

Performing day to day administration of ServiceNow application, including making approved changes to process and work flows, building reports, managing data, personalizing lists, and technical support.

Performing system maintenance and promoting update sets at predetermined windows, coordinating and scheduling change control approvals for maintenance windows.

Worked with business users to identify and refine business requirements and workflows.

Prepared comprehensive root cause analysis and present alternative solutions.

Driving continuous improvements of application implementation methodology based on client experiences.

Worked on various incidents and tasks on a daily basis and also provided solutions to persisting issues.

Creation of groups, reports, providing user access, debugging issues with access, roles, delegation, troubleshooting issues on struck workflow when requestors raise requests via Service Request Catalog.

Implemented data sources, Import sets, Transform Maps.

Create and use Update Sets to capture changes and move between instances.

Communicating with end users, identifying their difficulties and changing the applications as per their requirements.

Preparing Implementation Plan for every release in ServiceNow and provide walkthrough to the entire team to execute the steps. Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.

Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.

Duration: Oct 2013 to Jun 2015

Client: Fidelity Investments, Westlake, TX

Role: ServiceNow Admin/Developer

Environment: CMS, Script Include, Java Script, Client Scripting, Jelly Scripting, Service Catalog Workflows

Description: Fidelity Investments is one of the largest mutual fund companies in the U.S. Fidelity Investments manages a large family of mutual funds that provides fund distribution and investment advice services, as well as discount brokerage services, retirement services, wealth management, securities execution and clearance, life insurance, and a number of other services.

Responsibilities:

Implement the Incident Management, Problem Management, Knowledge Management, User Administration and Configuration.

Software configuration/ customization including UI customization, workflow administration, data imports, custom scripting, implementing new functionality, homepage customization.

User Interface - Configure and maintain Forms, Lists, Views, UI Policy, UI Scripts, UI Actions, View Rules, Welcome Page Content, Map Pages and other UI elements for Servicenow modules.

System Properties - My Company, UI, CSS, System, Email, Approval, LDAP, Application, Security, Users, and Groups.

Reports, Service Level Agreement, Notifications, and Alerts.

Manage system configurations, gather and document user and process requirements, develop workflow customizations, and support quality assurance teams.

Perform core configuration tasks.

Establish and interact with the configuration management database (CMDB), and manage data with import sets, update sets and transform maps.

Document business requirements/ process and build solutions.

Client: AmerisourceBergen, Frisco, TX

Duration: Nov 2012 to Sept 2013

Role: ServiceNow Developer/Admin

Environment: Java Scripts, LDAP, ServiceNow – Eureka, Fuji Release, SQL, HP Quality Centre, Ajax, XML, SDLC Methodologies: Agile

Responsibilities:

Exposure to new plugins like incident alert management, orchestration and structured problem analysis.

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

Create and maintain Service Catalog Items and Workflows.

Developed a custom application to support a business requirement for client with custom tables, Approvals, SLA’s and access roles.

Maintain and enhance various modules like Incident, Change, Problem, Knowledge and Service Catalog.

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

Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.

Updating Incident/Problem/Change module based on client feedback.

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.

Involved in Testing Migration of the Manage now (Incident Management), info web (Change Management) requests to the Service now.

Created new fields to support the client requirement along with the set of business and client rules to fulfill client requirement.

Review the outage plans and ensure post and pre outage is successful.

Exposure to new plugins like incident alert management, orchestration and structured problem analysis.

Creation of workflows and Service Catalogs.

Fix code issues, source control and migrate the solution to production environment following the IT processes of client.

Creating new groups and adding users to the groups in service now.

Created and moved update sets to different ServiceNow instances.

Communicating with end users, identifying their difficulties and changing the applications as per their requirements.

Worked on Test, Project and Release Management.

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

Create and maintain Service Catalog Items and Workflows.

Developed a custom application to support a business requirement for client with custom tables, Approvals, SLA’s and access roles.

Maintain and enhance various modules like Incident, Change, Problem, Knowledge and Service Catalog.

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

Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.

Duration: Jan 2012 to Oct 2012

Client: Verizon Wireless, Irving, TX

Role: ServiceNow Developer/Admin

Environment: ServiceNow – Calgary, Email Notifications, Client Scripting, Business Rules, Script Include, Form Creations

Responsibilities:

Developed the new Service now utilities based on the business requirements using Java scripts. These utilities laid the technical foundation for the team to leverage for development tasks.

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.

Test and design workflows for the Request for Service Module; Review, perform gap analysis and switch over current delivery plans to workflows, wherever possible.

Defined best practices and standards for coding, migration, and schedules.

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.

Involved in designing, development of Home Page, Place Order for Service Catalog, Knowledge base, Create a service ticket, Schedule a call from the service desk and schedule a time for solving the issues with one to one personally.

Created update sets for configuring in different instances i.e., temp, test, uat, dev and production instances.

Change module, Incident module, problem module are updated on clients feedback.

Developed a standalone custom business application (using Application Studio) from scratch with SFTP functionality to pick up files and process, custom Tables, SLA’s, Access Roles, Approvals and other Task activities.

Created various front end forms, and associated Client Scripts, UI policies, including customizations that require modification of UI Pages.

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.

Created reports and analyzing data to help accurately measure performance of ServiceNow, Services, Incidents, Changes and Problems.

Duration: June 2010 to Dec 2011

Client: Dell Computer India Pvt Ltd, India

Role: Automation Tester (Python)

Environment: cMLC, TLC flash, Linux and Windows OS, Spirit, Bugzilla, Git and Test Link

Description: Dell provides a broad range of technology products for the consumer, education, enterprise, and government sectors. In addition to its line of desktop and notebook PCs, Dell offers network servers, data storage systems, printers, Ethernet switches, and peripherals, such as displays and projectors. It also markets third-party software and hardware.

Responsibilities:

Automated test cases for Storage and Raid - functional, integration and regression test suites. Including designing and developing the first automation libraries in RAID.

Building and supporting libraries in the test automation infrastructure.

Worked on the first flash release and currently supporting two existing and three future releases.

Responsible for writing test plans and executing tests via automation and manually.

Qualification and verification of new cMLC and TLC flash and software firmware for drives.

Leading the integration testing of RAID and storage and also the storage error handling mechanism.

Work with the GUI team to come up with functionalities and feature enhancements for our product.

Working in an agile environment and also be the scrum master.

Duration: Dec 2009 to May 2010

Client: Hewlett Packard (Mphasis)

Role: Software Engineer

Environment: Perl scripting, HP servers, HP Storage box, Network switch, Linux and Windows OS, Quality Center.

Description: Hewlett-Packard Co. provides products, technologies, software, solutions and services to individual consumers, small- and medium-sized businesses and large enterprises, including customers in the government, health and education sectors. HP develops and manufactures computing, data storage and networking hardware, designing software and delivering services.

Responsibilities:

Proficient enough to develop library modules and test scripts using Perl scripting.

Writing and executing automation scripts using Perl on HP servers, NIC & Storage Cards. Testing of Windows, Linux and VMware OS’s on the H.P. servers like the ML\DL and Blade Enclosures, Onboard Administrator & Blade interconnect switches with hands on experience on storage boxes like MSA, Dothill, Reville.

Experience in writing Perl scripts for testing different functionalities and performance of different storage controllers like Smart Controllers and LSI controllers(HBA’s) through RAID creations, RAID Migration, Write back caching, Fault Tolerance and running the different Stress Tools like Meat Grinder and Hazard tool.

Developed Perl scripts for testing different network cards through creating different teaming modes, VLAN tests, running stress on adapters using Meat Grinder tool.

Developing test scripts for HP moonshot chassis through deploying OS on the chassis, running Meat Grinder stress tests and testing different network switches (Broadcom, HP5900).

Adequate Knowledge on RAID concepts, VLAN, link aggregation, stacking.

Working knowledge of QUIX, Quality Center and QTP.

Actively tracking the Testing Progress of the Test Cycle using QC (Quality Centre).

Responsible for doing feasibility study and developing Perl scripts to test functionality and performance of HP Moonshot servers and switches, different network adpaters and storage controllers (Smart Array and LSI controllers) with the new generation and old generation HP-Servers with various HP Storage Enclosures like HP D2700, HP D2600, HP D3600, HP D3700, MDS600, D6000, P2000 and P2040.

Taken initiative and responsibility to coordinate with the clients. Constant interaction with the client helped me enhance my communication skills and enabled me to be a good team player.

Responsible for creating Test Plan, Test Bed Setup for the project in the defined duration.

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