Praveen Boddapaati

Sr. ServiceNow Admin/Developer Certification: 21546391

Phone: +1-612-***-****

E-mail ID: ad1myo@r.postjobfree.com

PROFESSIONAL SUMMARY:

Around 10 years of IT experience including 7 years of extensive experience in Service-Now working with different modules and platform like ITIL, ITSM, ITBM, Incident, Problem, Change Management, Knowledge, Service Catalog, HR Case Management, CMDB, CSM. Certified System Administrator.

Extensive experience with Requirement Gathering, System Analysis, System Design, Development, Testing, Implementation of application projects and Interaction with Clients.

Experience in working with the workflows in ServiceNow for Service Catalog using workflow editor, good knowledge of CMDB and Asset Management Services. Good in defining Configuration item relationships.

Working experience ServiceNow Discovery tool to meet the company outlined requirements.

Built chat bot (virtual agent) in service portal.

Extensive experience in Business Rules, UI Actions, UI Policies, Client Scripts.

Experience in LDAP integration ServiceNow for obtaining users and groups.

Worked on integrating ServiceNow with external SOAP and REST web services to integrate Identity manager.

Hands on Experience on HR Case Management, On Call scheduling modules.

Integrated servicenow with third party HR applications like Workday, HCM.

Maintain Single Sign-On integration and experience in configuring Access Control Lists (ACLs).

Experienced in requirement analysis, coding and testing various modules in a software development life cycle. Involved in complete Software Development Life Cycle (SDLC).

Strong experience in Data warehouse concepts, ETL. Developed (Extraction, Transformation and Loading) Using Pre-Stage, Stage, Pre-Target and Target tables.

Involved in performance tuning, including creating indexes, providing Hints, modifying tables using explain plan utility. Created Tables, Views, Constraints, Index.

Experience in ETL (Extraction Transformation and Loading) using informatica tool

EDUCATION:

Masters in IT from Southern New Hampshire university, NH, US

Bachelor’s Degree in Electronics and communication engineering from Jawaharlal Nehru Technical University – Hyderabad, India

TECHNICAL SKILLS:

Database: Oracle 11g/10g/9i, DB2, MS-Access, Teradata

Operating System: Linux, MS-DOS, Windows 95/98, Windows-NT 4.0

Windows 2000/2003

Languages: PL/SQL, SQL, HTML, JavaScript C, C++

Tools/Utilities: Toad, SQL* Loader, SQL *Plus, Oracle Forms 10g, 9i, Reports 10g

Software: Microsoft Office, ETL tool (Informatica), BI (OBIEE)

PROFESSIONAL EXPERIENCE:

Client: Eli lilly, Indianapolis, IN Mar 2021- Till date

Role: Sr. ServiceNow Developer

Roles and Responsibilities:

Extensively involved in requirement analysis, implementation, enhancements, and customizations of different applications, modules in ITSM, CSM.

Analyzing user requirements and defining functional specifications using Agile methodologies.

Developing and implementing application solutions for the ServiceNow platform.

Leading multiple modeling, simulation and analysis efforts to uncover the best ServiceNow solutions.

Implement Customer Service management (CSM) module and configure workspace for agents to work on cases assigned to them.

Implemented virtual agent (chat bot) in service portal by creating custom topics and integrated it with connect chat for CSM module.

Used Customer Service Management (CSM) to record and track the customer information like their contact numbers, addresses, phone numbers and other details

Configure Now Mobile app for mobile devices for creating/tracking, approving requests.

Integrated different third-party tools into servicenow like., Github, Workday using SOAP and Rest API.

Architecting different projects to analyze the requirement and provide best solution to customer, also providing complete plan and effort required for the project which includes development, testing, documenting.

Supported the team responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.

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

Environment: ServiceNow version- Paris, Orlando, New York,, Jira,, Html, CSS, JavaScript.

Client: Discover, Chicago, IL Oct 2019- Mar 2021

Role: Sr. ServiceNow Developer

Roles and Responsibilities:

Analyzing user requirements and defining functional specifications using Agile methodologies.

Developing and implementing application solutions for the ServiceNow platform.

Leading multiple modeling, simulation and analysis efforts to uncover the best ServiceNow solutions.

Worked on Modules of ServiceNow like Incident Management, Change Management, Service Catalog, HR, Knowledge and Reporting.

Creating and enhancing modules for the platform in ServiceNow tools, Creating workflows to automate the application design approval process.

Integrated NetIQ Identity Manager (IDM) with servicenow using webservice and transform map to populate all the access roles, approvers, provisioner information into servicenow custom tables.

Used Rest API call ‘s to talk with Identity Manager and populate role information directly on catalog forms, also used rest calls in workflow to push catalog request information into IDM for requesting access roles.

Participating in the deployment of the modules and applications into the ServiceNow platform.

Implemented virtual agent (chat bot) in service portal by creating custom topics and integrated it with connect chat.

Created variables/variable sets with different type of selections and designed layout for catalog item.

Created Record Producers, Order Guides and catalog client scripts and workflows, created custom tables, fields and configures Access Controls (ACL’s) over them.

Worked on creating MID Server and setting up Discovery Schedule to discover the infrastructure and their relationships.

Being a technical resource for direct communications to team members in the project development, testing and implementation processes.

Environment: ServiceNow version- Paris, Orlando, New York, London, Jira, NetIQ IDM, Html, CSS, JavaScript.

Client: ResMed, San Diego, CA May 2018- Sept 2019

Role: Sr. ServiceNow Admin/Developer

Roles and Responsibilities:

Extensively involved in requirement analysis, implementation, enhancements, and customizations of different applications, modules in ITSM.

Great experience in Agile and Scrum Methodologies.

Worked on Modules of ServiceNow like Incident Management, call module, HR Service Management, Change Management, Service Catalog, Knowledge and Reporting.

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

Created Email Templates and Email Notifications.

Worked on CMS portal and migrated it to Service Portal to give user amazon shopping cart type experience.

Implemented windows Password reset feature using Orchestration.

Developed custom HR module and integrated with third party HR system (Workday).

Integrated Okta into Servicenow using Rest API to enable SSO login from Okta, and provisioned user accounts into Servicenow.

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.

Configured Mid Server’s on Dev, UAT and Production Instances.

Integration experience with directories, such as Active Directory using methods such as LDAPs.

Populating the CIs (Configuration Items) and configuring the CI relations in CMDB

Automated ticket creation through custom Inbound Email Action on Incidents.

Created Local Update sets to deploy all the development code from one environment to another environment (UAT, PROD).

Involved in upgrade process from Jakarta to London maintaining proper checklist.

Environment: ServiceNow version- Madrid, London, Jakarta, Jira, Html, CSS, JavaScript, AngularJS, Glide Script

Client: Telligen, Des Moines, IA Dec 2017- May 2018

Role: ServiceNow Admin/Developer

Roles and Responsibilities:

Extensively involved in requirement analysis, implementation, enhancements, and customizations of different applications, modules in ITSM.

Worked on Modules of ServiceNow like Incident Management, Change Management, Service Catalog, HR, Knowledge and Reporting.

Gathered requirement from business user, stakeholders and created BRD/Functional/technical Design document.

Developed multiple catalog item in service catalog by configuring Business Rules, Client Scripts, UI Policies, Data Policies, UI Actions.

Created, Developed and implemented HR cases for automated HR processes, such as employee on boarding and off boarding.

Worked on integrating ServiceNow with external SOAP and REST web services.

Created Record Producers, Order Guides and catalog client scripts and workflows, created custom tables, fields and configures Access Controls (ACL’s) over them.

Expertise on working with CMDB and configured mid server and pointed them to various ServiceNow instances.

Populating the CIs (Configuration Items) and configuring the CI relations in CMDB

Automated ticket creation through custom Inbound Email Action on Incidents.

Created Local Update sets to deploy all the development code from one environment to another environment (UAT, PROD).

Built Service Portal for service request, report issue and status reports using ServiceNow.

Environment: ServiceNow version- Jakarta, Jira, Html, CSS, JavaScript, AngularJS, Glide Script, Windows 7

Client: H&R Block, Kansas City, MO Jan 2016 – Nov 2017

Role: ServiceNow Consultant

Roles and Responsibilities:

Interacted with Stakeholders, Users, and Customers, technical and functional teams for gathering requirements to arrive at design solution.

Creating multiple forms, list views for different Users in Service Desk.

Worked on Modules of ServiceNow like Incident Management, Change Management, Service Catalog, and Reporting.

Created Workflows to automate approval process in Change Management for High-Risk Changes.

Configuring Standard Email setups with basic SMTP, POP3 protocols and multiple SMTP servers to raise incidents.

Creating Scheduled Reports, Dashboards and Home Pages to track the important day to day activities.

Created suggested relationships for configuration items in CMDB.

Automated ticket creation through custom Inbound Email Action on Incidents.

Created and utilized Update Sets to move customizations from Dev instance to Testing instance.

Involved in integrating 3rd party applications with ServiceNow such as LDAP, SSO and other applications with Web Services (SOAP, REST API).

Experience on LDAP Integrations using SAML2.0.

knowledge in managing data with tables, configuration management database (CMDB), import sets and update sets.

Involved as QA to test the functionality of the ITSM modules

Environment: ServiceNow version- Helsinki, Jakarta, Jira, Windows 7, CMDB, Angular Js, REST, HTML, CSS, ITIL, ITAM

Client: Solenis LLC, Wilmington, DE Feb 2014 – Dec 2015

Role: ServiceNow Developer

Roles and Responsibilities:

Worked with client on functional requirements within Service Now.

Responsible for Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog management.

Providing solutions and standardize the ITSM process to meet the customer requirements and responsible for coordinating Problem Management and Incident management teams.

Tracking of Incidents from creation to closure, with timely communication to business. Monitoring service level agreement (SLA's) and operation level agreement (OLA's).

Involved in developing Workflows for tasks that were repeatedly employed, and approvals required.

Experience in creating custom workflow activities to reuse them in different workflows.

Defining SLA’s and OLA’s for incidents with proper breach time and escalation procedures.

Successfully implemented Knowledge Management process in ServiceNow.

ServiceNow application development; including creation and configuration of Service Catalogs, Email Notifications, Data imports and exports and Reports.

Environment: ServiceNow version- Helsinki, Windows 7

Client: Level 3, Broomfield, CO Jun 2012 – Jan 2014 Role: ETL/BI Developer

Responsibilities:

Interacted with business teams to develop Data Model and ETL procedures in designing Data Warehouse with respect to business requirements.

Created Repository using Repository Manager.

Involved in Extraction, Transformation and Loading (ETL) Process.

Worked on Oracle business intelligence Suite (OBIEE) to build reports/Dashboards for business users and stakeholders.

Built different Reports with lot of customization, different views table/pie chart/pivot table/graph/narrative etc.

Created the Source and Target Definitions using Informatica Power Center Designer.

Imported an XML file to Designer, did some modifications, used in the Mappings and exported into an XML file.

Designed and developed new mappings in Mapping designer and sessions and workflows in Workflow manager and modified existing ones to extract data from SQL Server, Excel, and Flat files and load to Oracle database as per business requirements.

Worked on Informatica client tools like Source Analyzer, Warehouse Designer, Mapping Designer, Mapplet Designer and Transformations Developer.

Environment: Oracle10g/11g, Obiee 10g/11g, Informatica Power Center 7.1/8.5/9.1, TOAD, SQL*Loader, SQL Developer, PL/SQL, SQL*Plus, UNIX, Windows 7.

Contact this candidate