Santosh Das

ad2dyw@r.postjobfree.com

479-***-****

Professional Summary:

Around 4 years of total IT experience in software development focused majorly in ServiceNow platform as a developer and administrator.

Overall responsibility, including management, maintenance, upgrades, and improvements for IT Service Management application (ITSM), and underlying ITIL, ITOM Processes.

Good understanding and knowledge of all phases of the software development life cycle (SDLC) and familiar with methodologies like Waterfall, Agile/Scrum.

Gathering business requirements from client and mold into technical aspects.

Knowledge of SQL server queries, Implement Incident Management, Request Management, and Change Management.

Proven experience in working with wide variety of ITIL tools like BMC Remedy and various Service Now modules, CMDB, ITIL tools, integrations within complex ITSM environment.

Configured security rules and policies specific to each domain / company data.

Involved in integration of SCCM with ServiceNow.

Involved in testing, deployment.

Expertise in Java script, debugging, optimizing the performance and working of Client Scripts, Catalog Client Scripts, Server-Side Scripting, UI scripts and UI Policies.

Configured Notifications, UI pages, UI Macros, Script Includes, Formatters.

Involved in prioritizing the tickets and tracking issues.

Good knowledge in Business rules, activate plugins, manage data with tables, Import sets and Update sets, Control system access and data security, Control access to the application and its records.

Hands on experience on various ServiceNow Modules like Service Catalog, Incident, Problem, Change Management, Configuration Management Database (CMDB), Asset, Knowledge, Release, SLA, ACL’s, Reporting and Integration with Web Services like SOAP & REST.

Involved in Managing User account, Passwords using Active Directory pack.

Hands on experience in Upgrading Versions like Geneva, Helsinki, Jakarta, Kingston, Madrid and New York.

Working knowledge in ServiceNow Service Mapping and Discovery and be able to create mapping patterns and troubleshoot.

Gathering requirements from stake holders.

Worked on Service Request Management which includes Service Catalogs, Workflows, Update Sets, Order guides.

Good knowledge of PPM.

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

Script Includes by using Glide Form, Glide System and Glide Record objects used by several other important objects. Facilitating rollout of new applications and modules.

Worked extensively with HR and finance analyst team.

Server-Side Script’s Business Rule, Script Include, Processors. REST API, Table API’s, SOAP web services. MID server Integrations, Background scripts, Task relationship, many-to-many, one too many. Reports customization, Database views.

Delivered documentation for applications developed meeting guidelines which are useful for client.

Involved in Several Upgrades in ServiceNow.

Education:

Bachelors in Electronics and Communication Engineering. from JNTUH, 2010

Masters in computer and information Sciences from Southern Arkansas University, 2019.

Skills:

ITIL: ITSM, Service Now, JavaScript, HTML, CSS, Bootstrap, Angular JS, SharePoint, MS Excel

Programming Languages: C, C++, Java, SQL, PL/SQL

Scripting Language: JavaScript, HTML, CSS, Ajax, XML

Database: Oracle 10g, MySQL, DB2

Software Methodologies: SDLC, Waterfall, Agile, XP, Scrum

Database Tools: SQL Client, TOAD, SQL Developer

WORK HISTORY:

Client: Broadridge Financial Solutions-Lake Success, NY Jun 2022 – Present

Role: ServiceNow APP Developer/Consultant.

Project Description:

Member of ITSM Tools Integration & Support team, responsible for managing and supporting the ITSM tools that enable and enhance the delivery of Service Management processes and services.

Responsibilities:

Providing production support (break-fix), enhancement, and new-development support for the ServiceNow platform, such as functions, modules, applications, and interfaces.

Developing and updating the ITSM tools architecture, road map, and strategy, to ensure that future business needs can be met with appropriate tools and technologies.

Ensuring the integrity of ServiceNow core data by working with different IS functions and vendor partners on bi-directional data exchange among different data sources to/from ServiceNow.

Managing ServiceNow APIs with different systems through appropriate technical design, development, and maintenance of APIs.

Created several widgets and pages for service portal development.

Imported relevant data of SCCM into ServiceNow CMDB tables.

Integrating CSM with ServiceNow.

Experienced in Integration with third party tools and fixed the transfer of attachments for the Incidents.

Serving as the technical Developer Consultant and contact for any ITSM tools integrations to support service management and operations.

Implemented all the service portal development, building the widgets, from front end to API backend.

Working closely with ITSM Plan, Build, Deliver and Run teams, as well as other SIM (Service Integration Management) teams, to ensure appropriate design is obtained and transition for development, and to ensure the new or enhanced functions are appropriately tested before moving into production.

Have Good Knowledge on Incident, Change and Problems modules and Request Management.

Working with Service Catalogs, workflows and monitoring Incidents Day to day is one of the major responsibilities.

Experienced in knowledge management.

Gathering requirements from stakeholders for solving the issues.

Day-to-Day Work Includes all the development works like Service Catalogs, Incidents, Weekly Maintenance Enhance requests (in JAD Session) and product backlogs.

Following up with HI-Tickets with ServiceNow Support to provide clear information about the existing problem.

Configure workday solutions like HR recruiting, status issues.

Designed and implemented new functionality using Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, Script Includes, and Access controlled lists (ACL’s).

Involved in 3 Upgrade Processes namely Jakarta to Kingston, Kingston to Madrid and Madrid to New York.

Participated in Grooming Sessions and sized the Stories based on complexity of the Stories.

Developed Scheduled Reports as per business requirements from Management and users.

Worked on ATF (Automated Test Framework) To Test Service catalogs and other modules, which are feasible to test Via ATF in service now.

Created Update Sets in Development Instance to Capture Customizations from Dev to Test (UAT) and to Production Instance.

Documenting our department’s Performance data by using Performance analytics and involved in reporting.

Creating ServiceNow reports and dashboards.

Involved in implementing and planning the project.

Responsible to Oversee the Removal of ITIL Roles for the inactive users every month from the System, as Part of the License clean up.

Environment: Agile/Scrum, ServiceNow, Service Portal, ITOM, XML, HTML, Performance Analytics Angular JS, SOAP, REST, JavaScript, Incident Management, Change Management, Jelly Scripting, SCCM, Windows 7.

Client: VF Corporation, Denver, CO Jan 2021 - May 2022

Role: ServiceNow Admin/developer

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.

Used semantic HTML5, well supported CSS3 and JavaScript to create rich, responsive experiences for our client; Websites and applications, optimized for their users.

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

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. Worked on Service Catalog for creating catalog item.

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

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

Created different SLA definitions, ACL’s, Dashboards, Custom Charts, and Reports.

To perform User Management and Data Management precisely in ServiceNow.

To plan and design the UI forms and to develop business logic for the requirements.

To develop an email-based ticket logging system.

To create new fields/dictionary entries for various modules like Incident, change, problem majorly.

Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations and Templates.

Ability to create, customize and troubleshoot Workflows.

Hands on experience in creating Approval Rules and Assignment Rules

Create workflow activities and approvals.

Configure alerts, notifications and exchange mailboxes.

Perform upgrades and view / monitor history and status.

Creating and updating the catalog items as per the latest requirements of the client.

Creating and updating the catalog items as per the client requirement and resolving incidents within stipulated SLAs in production support.

Environment: Windows 7, JavaScript, XML, HTML, Service Now, CMDB, WEB SERVICES CSS, AJAX, SQL Server, LDAP.

Client: Jbhunt, Lowell, AR Oct 2019 – Dec 2020

Role: UI/Frontend developer

Responsibilities:

Designed web application layout and form using HTML, CSS and jQuery.

Handled all the client-side validations, slide show, hide and show controls, dropdown menus and tab navigation using JavaScript.

Developed front-end screens with HTML, DHTML, CSS, JavaScript’s and JSP’s.

Designed Java Server Pages required for the application.

Developed JSPs and Servlets to dynamically generate HTML and display the data to the client side.

Used jQuery to develop a modular approach that allows the creation of powerful and dynamic web pages and web applications.

Worked and created employee login id’s email pages by using HTML, CSS and AngularJS.

Used AngularJS as the development framework to build a single-page application.

Used XML/XSLT for web-based Reports and used JDBC API to access database.

Developed Ant builds script and ant task classes to clean, compile, copy, run, doc, deploy, jar, war and ear files.

Participated in day-to-day meetings, status meetings, strong reporting and effective communication with project manager and developers.

Environment: HTML, XML, DHTML, jQuery, Ajax, JavaScript, JSP, Java, J2EE, SQL, Oracle database, AngularJS, Eclipse.

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