Service Management

Gopal Chary

*********@*****.***

Over * years of relevant experience in all phases of quality management systems, production support and software development life cycle processes. Extensive knowledge and experience in implementation and administration of Service Now.

ServiceNow Certified System Administrator.

Experience developing ServiceNow applications from business requirements and technical design documents. Involved in Scrum/SDLC for the development of ServiceNow.

Experience on various IT Services of Service Now tool like Incident, Problem, Change, Service Catalog requests, Report, Gauges, and Web Service Integration Along with MID Server.

Hands on experience in all areas, implementation of incident management, change management, problem management, building service catalogs from scratch, created some knowledgeable articles, design and develop workflows, reporting.

Participated at various levels of customization in Incident management and Change Management, Service Request Management applications and Custom built applications for various clients in different industry segment.

Strong skill set in the Service Now suite development including SOAP/REST integration, Web services, Discovery, Workflow.

Manage development projects utilizing a service based approach including working with stakeholders to gather requirements, providing estimates, designing solutions, gaining concurrence, providing work direction, and obtaining sign-off all while maintaining communication and transparency with all interested parties.

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

Extensive use of Use case model, use case diagrams, class diagrams and sequence diagrams using rational rose.

Very good understanding and working experience of Agile Scrum Process.

Experience on LDAP Integrations using SAML2.0

Customized Scripting on Service Catalog/Email Template/Workflow script.

Experience in Inbound Email Integration and created Outbound Email Notifications using Email Templates

Prepared various documents like Functional Specifications Document and Design Document.

Deployment automation and software delivery using Shell scripting with tools like DSM and ITCM.

Research and deploy new releases and/or enhancements into the ServiceNow environment.

Monitor health, usage and overall compliance of the ServiceNow application.

Pursue a proactive approach to problem solving.

Developed lot of Service Catalog items.

Experience in developing, web based and standalone applications in Java and J2EE technologies.

Experience in web development and application development using HTML, JavaScript and CSS, J2EE.

Profound experience in web based and application development using Java Beans, Servlets, JSP, XML, Web Services, JDBC and RMI.

TECHNICAL SKILLS:

Languages

JavaScript, SQL, Java, J2EE, HTML, XML,

ITSM TOOLS

ITSMSuite, BMC Remedy, Service Now

Database

Oracle 10g, SQL Server 2005, My SQL

Web Technologies

JDK 1.4, HTML, XML, DHTML, MSXML, ASPX

App / Web Servers

WebLogic, WebSphere, Tomcat

Environment

Windows 7/98/2000/2003/XP/NT/XP and Windows NT, LINUX, UNIX.

Education: Masters in Computer System

PROFESSIONAL EXPERIENCE:

Atoms Energy - Dallas, TX

Jan 15 – Till date

Role: Service Now Developer/Admin

Project Description:

The project involved design and configuration of Change Management and Problem Management on ServiceNow instance that support ITIL and business processes that are simple, intuitive and easy to use, allowing customers to extend and customize ServiceNow components to meet specific business needs.

Responsibilities:

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

Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.

Planned and implemented a complex, enterprise wide, six sigma, and global, Infrastructure Asset Management In-sourcing project.

Orchestrated the efforts of vendors, and internal divisions/departments to internalize new IT Asset Management processes

Created various Order guides, record producers, workflows, execution plans.

Integrated with Portrait to get Employee Information and to send Consultant Information using SOAP Messages and Inbound Scripted Web Services.

Integrated with HEAT using Inbound Email Actions and Outbound Email Notifications.

Created different Server Side Scripts using Script Includes, Business Rules and Transform Scripts

Created Client Scripts, UI Policies, Data Policies and UI Actions.

Responsible for requesting Cloning. Creating data preservers, Table exclusions and Post Clean up Scripts.

Built servicewatch dashboards in Servicewatch.

Performed integration between servicewatch and servicenow CMDB.

Created various reports and scheduled report generation using Pie, Bar, Calendar and List Charts.

Integrated servicewatch with monitoring solutions.

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

Led a Proof of Value with Service Watch delivering improved business risk and impact analysis

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

Implementation of Software and Change Management, ServiceNow Change Management.

Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards.

Integrating ServiceNow with other systems and customization.

Managing ServiceNow (Change Management) ITIL Automate and standardize business processes for all Go-Lives. Consolidating all global IT to a single system of record.

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

Integrated LDAP directory to streamline the user login process to automate the administrative tasks, such as creating users and assigning them roles.

Integrated LDAP service account credentials to retrieve the user distinguished (DN) from the LDAP Server.

Involved in ADAM administration that leverages Windows Integrated Authentication for the initial access to grant for administration.

Environment: ServiceNow, JavaScript, HTML, CSS, Service Watch

Client: Talent Rover, San Francisco, CA Dec 13 - Nov 14

Role: ServiceNow Admin

Project Description:

Talent Rover, a slow growing firm has decided to employ ServiceNow for their IT management. Involved in various initiations, designing strategies, interfaces customizations for various users and training sessions.

Responsibilities:

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

Worked on creating various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.

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

Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.

Orchestrated the efforts of vendors, and internal divisions/departments to internalize new IT Asset Management processes

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

Implementation of Software and Change Management, ServiceNow Change Management.

Communicating with the end users and understanding the difficulties and as per that improving automation and efficiencies in ServiceNow.

Involved in production support for all the Service-Now

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

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

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

Environment: ServiceNow, Jelly Script, ITSM application, Client Scripts, UI Policies.

Client: CIGNA, Philadelphia, PA

Oct 2012- Nov 2013

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:

• Development of Service catalog which includes creating new catalog items, designing workflow and execution plans.

• Discussing the business requirements with clients and documenting them into process requests.

• A Service Now expert with experience on implementing end-to-end Service Catalog, Incident Management, Configuration Management (ITCM), Change Management and Release Management

• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now

• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.

• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.

• Good knowledge on Single Sign on and event based integrations.

• Writing Catalog client scripts and UI policies to make client side changes.

• Creating the UI pages to use them in catalog items

• Writing script includes invoking them in reference qualifiers or variable scripting.

• Responsible for the Service Now tool administration module and creation of new Users, Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules.

• Created many scripts which includes, Business rules (server side code) and modified OOB.

Environment: Windows 7, JavaScript, XML, HTML, ServiceNow, CSS, AJAX, SQL Server

Client: PayPal, Phoenix, AZ

Nov 2011 – Sep 2012

Project Description:

Involved in developing, maintaining and testing reports. Scheduling SLA’s for incident management. Customized different modules, designed user interface and created workflows to meet business needs and other transaction processes.

Responsibilities:

•Worked with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow

•Use JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions

•Created various workflows for Incident Management, Change Management, Service Requests and SLA's

• Assist in the import of configuration and asset data.

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

•Working on Report, dashboard designing

•Defined SLA, OLA and Contract for the customer

•Configured SLA workflow for the advance SLA configuration

•Developed automated mappings to schedule the load of flat files on daily, weekly and monthly basis

• Involved in testing Service-Now form and reports for correct mapping of the objects and data correctness

•Prepared documentation for requirements, design, installation and unit testing and system integration of Service-Now

•Trained all the users of the reports on using Info View and exporting reports to various formats

•Designed, developed, and maintained the report portal that provides user access to scheduled reports and report parameters.

•Provided user training, guidance and instructions for information retrieval from Oracle databases

•Involved in testing reports for correct mapping of the objects and data

•Worked in production support for all the Service-Now and report related issues

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