Vinay Kumar

Sr. ServiceNow Developer

ad15im@r.postjobfree.com

703-***-****

https://www.linkedin.com/in/vinay-netha-04a726291/

Professional Summary:

7+ years of IT experience which includes 6+ years of experience in ServiceNow that involves Incident management, Problem management, Change management, Service Catalogs, Release Management, Reports, Gauges, Asset Management, HRSD, Configuration Management, and Knowledge Management.

A highly versatile and results driven certified ServiceNow consultant, with a proven record of accomplishment in understanding the requirements of the Clients.

End to End Implementations of CSM, ITSM, FSM and experience working with CMDB, configurable workspace.

Designed and implemented ServiceNow CSM solutions to optimize customer service processes, including incident management, problem management, and change management.

Customized and configured the ServiceNow CSM platform to meet the specific needs of the organization, ensuring a seamless customer support experience.

Implemented Data warehouse integration and BRM integration to create and support Accounts, Contacts, and Asset records in CSM solution via JDBC type Integrations.

Successfully achieved end-to-end implementation CSM and HRSD module with custom requirements and enhancements.

Proactively identified areas for improvement within the HRSD module and implemented enhancements to meet evolving business needs.

Stayed abreast of ServiceNow updates and new features, ensuring the HRSD solution remained current and aligned with best practices.

Conducted user training sessions for HR and employee teams to maximize utilization of the HRSD module, and provided ongoing support to ensure smooth operations.

Led the successful implementation and deployment of ServiceNow HRSD module in alignment with organizational goals and HR service delivery requirements.

Extensive experience in Software Development Lifecycle (SDLC) managing project scope, requirement definition, resource management, managing work schedules, project status reporting, and project coordination and conflict resolution.

Expertise knowledge in using Content Management System (CMS).

Expertise in Design and development of CMDB (Configuration Management) in ServiceNow.

Hands-on experience leading all stages of system development efforts including requirement, design, architecture, testing and support.

Managed and configured the ServiceNow CSM platform to streamline customer support processes.

Experience in configuring / maintaining / customizing ITSM 5.5/6.0/7.x/7.6.x

Hands on experience on different ServiceNow environments starting from Eureka, Fuji, Geneva, and Helsinki etc. and currently working in Quebec version.

Elicited Requirements from client and created Service Catalog, catalog Items with Variables and Variable sets.

Strong skill set in the ServiceNow suite development including SOAP/REST integration, Web Services, Discovery, Workflow, and CMDB.

Ensuring SLAs are achieved according to Incident, Problem and Change Management Processes.

Designed Process flow diagrams & Cross-functional flow charts to provide clear understanding of user perspectives across team.

Participated in Service-now implementation by customizing the forms and Lists of Incident & Problem Management tables.

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

In-depth knowledge about Direct Web service API of Service now, SOAP and WSDL. Extensively worked with REST GET and POST using basic HTTP Authentication.

Analyzing the Change Request Forms, Impact, categorizing and prioritizing and design the risk assessment for change.

Generation of Various reports providing information on Changes scheduled, unauthorized changes implemented, Changes causing incidents etc. Backlog Changes were reduced by 50% with the help of report generated using Service-now.

Capable of using Angular.js for collect to-do lists and managing them.

Used Scripting to build an application with a systematic approach.

Designed Workflows, creating approvals and Execution plans for the catalog items.

Created UI pages for a better visual appearance in catalog items.

Expertise in debugging and optimizing the performance of Catalog Client Scripts, UI scripts and UI Policies.

Used update sets, Notifications as part of customizing the Service-now.

Expertise in creating and maintaining Access Control Rules for securing and providing the right access to right person/role.

Imported Data of different formats and types using transform maps to Configuration Management.

Experienced in writing Data Sources, transform maps and properly analyzing coalesce to avoid duplicates.

Verified finished tasks moving from one environment to other environment by using Update sets.

Handled all levels of system administration including gathering requirements, project.

Planning, budgeting, code implementation, development testing, change management and training for the ITSM tool.

Experience in Writing Technical Design Document and converting Functional Specs to Technical Specs.

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

TECHNICAL COMPETENCIES:

Programming Languages:

Java JDK1.4/1.5/1.6, C, SQL, PL/SQL

Version Control System:

Databases:

Java/J2EE Technologies:

ServiceNow Version:

Languages:

SVN, GIT, CVS.

Oracle, MySQL, SQLite, MS Access, AWS, Core Data.

Servlets, JSP, JSTL, JDBC, JMS, JNDI, RMI, EJB, JFC/Swing, AWT, Applets,

Multi-threading, Java Networking.

Jakarta, Kingston, London, Madrid, New York, Orlando, Paris, Quebec, Rome, San Diego, and Tokyo.

HTML, Jelly, XML, JSON, SQL, CSS, Angular JS.

Professional Experience:

Panera Bread, St. Louis, MO Jan 2023 – Present

Role: Sr. ServiceNow Developer

Responsibilities:

Worked with key process applications like Incident Management, Problem Management, Change Management, Service Catalog, Knowledge Base, Service Portal, Reports, CMDB.

Experience in Incident Management on SLA Compliance. Major Activities like tracking life cycle of an incident, involved in simplifying the Parent/Child process.

Analyze and manage the problems related to Problem and Change management.

Working on designing and developing business applications which involved customization, workflow administration, data imports, and custom scripting using JavaScript.

Actively participated in writing Business rules, Client scripts, UI actions and UI policies, Script Includes, Data policies, Fix Scripts, Access control rules, Scheduled Jobs across the application as per the requirement.

Designing service portal using HTML and Angular JS.

Created Execution plan for Quebec upgrade defines the pre-steps, upgrade plan and post upgrade activities from a ServiceNow Administration perspective.

Actively participated in upgrading the instance from Orlando to Quebec.

Provided training and support to end-users to ensure efficient utilization of the ServiceNow CSM system.

Established and maintained Employee Service Center portals, enhancing user experience for employees seeking HR assistance.

Implemented Knowledge Management in HRSD to create a repository of HR-related articles and documentation.

Designed and maintained a user-friendly HR service catalog, allowing employees to request HR services seamlessly.

Integrated ServiceNow HRSD module with third-party systems, ensuring seamless data flow and consistency across platforms.

Integrated HRSD with other modules to ensure a holistic approach to service delivery.

Collaborated with cross-functional teams, including business analysts and IT professionals, to gather requirements and develop solutions that improved customer service efficiency.

Developed and maintained ServiceNow workflows, business rules, and UI policies to automate routine tasks, resulting in a 20% reduction in support ticket resolution time.

Integrated ServiceNow CSM with other systems and third-party applications, enhancing data exchange and streamlining customer interactions.

Generated detailed documentation and reports, ensuring transparency and accountability in ServiceNow CSM development processes.

Collaborated with stakeholders to gather feedback and continuously improve ServiceNow CSM solutions to meet evolving business needs.

Reduced customer support ticket resolution time by 30% through the automation of common requests.

Increased customer satisfaction scores from an average of 85% to 92% within six months of ServiceNow CSM implementation.

Communicating with external web services using SOAP Messages and REST.

Involved in introducing AngularJS Plugin into ServiceNow and widely used it in creating front-end view of Portal.

Involved in importing/integrating data, through various means, such as WEB Services, LDAP, JDBC and importing via spreadsheets; I have built WSDL's for integrating third party tools, as well as building scripted web services using script includes.

Assisting client implementing the MSP (Managed Service Provider) instance for Service-Now and domain separation for Service-Now Instances.

Created templates for Incidents and Change Requests.

Moving Update sets from one environment to another environment using team development.

Writing Scheduled jobs and schedule imports depends on the requirements.

Resolving incidents raised by the users on day-to-day business process.

Writing Notifications and changing the users for receiving the mails.

Script includes and invoking them in Business rules and Client Scripts.

Design and implemented new functionality to capture the changes made in the environment for Change audit purpose using Business Rules & Script Includes.

Involved in Error handling when ServiceNow is updating from Workday.

Worked on enhancements to the existing tables and custom created tables in ServiceNow.

Designed many email templates by using html and used them in notifications.

Implemented the functionality to get the active contractors list from ServiceNow.

Involved in making changes to the Approval process.

Develop necessary development documentation, as needed (e.g., technical design, developer notes, etc.)

Used the best practice for migrating the customization from one instance to another which include creation of update set, preview, and commit of update sets and merge operation.

South West Airlines, Dallas, TX May2022 – Dec 2022

Role: ServiceNow Administrator/ Developer

Responsibilities:

Gathering Requirements from client and creating catalog Items with Variables and Variable sets.

Creation of Workflows and Execution plans for the catalog items.

Creating approvals in workflows and execution plans. Creation of UI pages for a better visual appearance in catalog items.

Service Catalog design and workflow design based on the approval and fulfillment process.

Implemented Service Catalog enhancements and issues, which come up while the tolls are being interacted.

Implemented Human resource (HRSD) module based on the requirements.

Developed and customized reports and dashboards within ServiceNow to provide insights into HR service performance.

Utilized analytics to identify trends, improve processes, and enhance the overall HR service delivery strategy.

Played key role in the development and support of Infrastructure Deployment Catalog in the Service Catalog to acknowledge and process all the build requests effectively.

This is end-to-end development of the catalog, which includes requirement analysis, catalog form design, workflow design along with the dedicated catalog home page using CMS.

Web development experience Using HTML, Angular JS in developing dynamic websites with emphasis on Service Portal.

Participating in both projects and monthly maintenance cycles.

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

Actively Involved in End User Portal design, and the ongoing support and maintenance using CMS application ServiceNow.

Maintaining product catalog to import the configuration item records.

Writing Business rules, Client scripts, UI actions and UI Policies as per the client requirement.

Making sure that asset table mandatory fields are filled while importing.

Implemented Record Producers to create incidents for emergency Service requests and creation of Change requests.

Generated Buttons and context menus using UI actions on forms and lists.

Developing custom Tables, Fields and configuring Access Controls over them.

Experience building and coding Configuration Management Databases (CMDB).

Experience with using mid server, web services, email, and other relevant technology to integrate tools with ServiceNow.

Interacting with testing analysts and solution designer to fix defects.

Creating the different types of Knowledge articles.

Importing the Knowledge Articles different external sources like excel sheets using data sources and transform maps.

Need to make sure that Knowledge articles are available from Incident Management as per Meta tags.

Actively participated in upgrading the instance from Geneva to Helsinki.

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

Trained the end users to effectively use the reporting application to build and customize their reports.

Well experienced in 24x7-production support, which includes maintenance etc.

HCL, Hyderabad, India Sep2017 – Dec2021

Role: ServiceNow Developer

Responsibilities:

Worked on Workflow administration, Reporting, Form/UI configurations, Notifications, data imports, custom scripting.

An extensive hand on various scripting API’s present in ServiceNow platform, Service Catalog and Request Workflow Design and Configuration.

The service we also provided 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.

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.

Writing Data Sources, transform maps and properly analyzing coalesce to avoid duplicates.

Maintain service level agreement (SLA) and monitor an SLA workflow.

Perform minor enhancements requests to the client’s ServiceNow instances, including changes to the user interface, system properties, foundation content and modification to existing workflow.

Create test cases at the time of testing and prepare the Doer-Checker document for every release cycle.

Responsible for managing Clone Scheduling processes & Asset Management role request functionality.

Monitoring the System Performance on regular bases based upon the Performance Graphs.

Tracking and Analysis of long running scheduled jobs, imports, and user’s transactions with the possible performance implications.

Configure Users, company, site, location and other existing fields and configured Support Groups, assignment rules, categorizations, CI data, SLA.

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.

Involved in creating of My Dashboard where it contains My Requests, My Incidents and a search bar for searching of Incidents.

Involved in creating of IT New Flash where the day-to-day news are getting scrolled by using the knowledge articles.

Worked with User Interface (UI) policies, data policies, UI actions, business rules and client scripts, activate plug-ins, import sets, update set.

System administration, account administration, data loading/ manipulation/ maintenance and application troubleshooting.

Created workflow activities and approvals, Control system access and data security, configure service level agreements (SLAs), Control access to the application and its records.

Designing, coding, and testing technical solutions for ServiceNow implementations.

Understanding of Change Management, Configuration Management and Release Management

Savantis Solutions, Hyderabad, India Jun2016- Aug2017

Role: JAVA/J2EE DEVELOPER

Responsibilities:

Developed Servlets and JSPs based on MVC pattern using Struts & Spring Framework

Developed user interface using JSP’s, HTML, XHTML, DHTML, CSS, Java Script, JSP Custom tags.

Developed Java Classes for implementation of Persistence of objects and Caching of Data using Hibernate framework.

Configured Hibernate objects as Spring Beans in the Spring Configuration File.

Creating Hibernate POJOs, hibernate mapping files for all database tables.

Extensively used POJO such as Multi-Threading, Exceptions, and Collections.

Deployed the jar, war and ear files on the WebLogic Application Server.

Developing GUI Screens using JSF (IBM Implementation) and for Ajax functionality.

Involved in Unit Testing, Data Integration Testing and System Testing etc.

Involved in creating Database SQL and PL/SQL queries and stored Procedures.

Used Web Logic Application Server to deliver a new class of enterprise applications that enhance business interactions and transactions between a company and its key constituencies.

Wrote, debugged ANT, Maven Scripts for building the entire web application and deploy them on WebSphere.

Used Web Logic Application Server to deliver high performance and scalability.

Developed SQL statements to improve back-end communications.

Developed servlets for Document Upload, image streaming and caching the data.

Environment: JSP 2.0, JDBC, HTML, OOAD, Servlets, Web Services, Maven,

Rational Rose, WSAD 5.0, UML, Java 1.6, EJB 2.0, Hibernate, AJAX, CVS, XML/XSL, WebLogic

Education:

Bachelors: Electronics and Communications from Vignan Institute of Technology (2019)

Masters: Information Science from Trine University (2023)

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