PROFESSIONAL SUMMARY

●Overall *+ years of Professional IT Experience and 5+ years of ServiceNow proficiency and 3 Years as a Software Developer.

●Experience on Technical Implementation of Various ServiceNow Modules Such as Change Management, Incident management, Problem Management, Service Catalog and Configuration Management.

●Worked on configuration of ITOM with Identification, Reconciliation, and Custom Patterns to perform Discovery and create a CI relationship. Built Service Maps and used Event Management and Orchestration to trigger an Incident, Change and request for Affected, Impacted and Replacement CI’s in CMDB.

●Experience in managing process technology and IT service management solutions, ITIL processes, customizing and configuration of ITSM tools.

●Configured and Managed HAM and SAM Modules with data stored in CMDB for Asset tracking, Lifecycle and Auditing, data normalization and rationalization.

●Experience on creating reports and e- mail notifications.

●Functional Knowledge and implementation experience of IT Service Management frameworks.

●Strong understanding of ITIL/ITSM V3 processes.

●Designing of various Service Catalog items using designer and Record producers and defining Workflows for the Catalog items, Approvals and Dynamic tasks in ServiceNow.

●Expertise in developing Client Scripts, Business Rules, UI Policies, UI Actions, Script Include, SLA and Import sets.

●Worked on CMDB Health Dashboard to track 3Cs Completeness, Correctness, Compliance.

●Built manual imports using Data Sources for foundation CMDB data, to create/populate shell records.

●Administer, monitor & maintain the MID Server Health.

●Experience in Risk Management, Compliance Management, Incident Management, Policy Management, Audit Management.

●End to end implementation of HRSD, which includes HR case and Knowledge Management, HR profiles, HR Services, Templates, Records Producers, Catalog Items, workflows, and Lifecycle Events.

●Worked on configuring HR Mobile Employee Onboarding.

●Extensive knowledge on GRC modules like Policy & Compliance, Risk, Vendor Risk and Audit Management

●Hands-on experience in integrating ServiceNow and Third-Party Systems like ITSM (Jira, BMC Remedy), ITOM (Solar Winds, Dynatrace), ITAM (SCCM), HRSD (Workday), CRM Tools, Collaborative tools like Microsoft Suite using RESTful and SOAP Web Services.

●Experience in configuring Form Design and Layout, Tables, Security Rules, Business Rules, UI (Actions, Policies), Data Policies, Client Scripts, Notification and Dictionary.

●Implemented Single Sign-On (SSO) through SAML 2.0, ADFS in ServiceNow.

●Integrated Sail Point for IAM and Active Directories to create Identity and Provision onboarded User and Group Data into ServiceNow.

●Worked on Idea, Demand, PPM, Financial & Resource Management, Governance and Portfolio Management, Performance & KPI reporting, Business Relation Management.

●Build Various complex Catalogs Items using Catalog Builder, built workflows in Flow Designer with custom Integrations spokes to connect and validate with related application.

●Experience in design and developing advanced Workflows.

●Experience in working with Agile methodology.

●Good Experience with SDLC Agile Framework for Managing Sprints, Stories and Scrum Tasks.

●Involved in end to Process of ServiceNow Versions upgrade and Cloning Activities.

SKILLS:

ServiceNow: ITSM, ITBM, ITOM, ITAM, CMDB, ServiceNow Integration Hub, client side and server-side scripting, Glide Record, Email Notifications, Workflow Automation, ServiceNow Reporting and Dashboards.

Scripting Languages: Java Script, jQuery, Jelly, Ajax, and JSON.

Web Technologies: HTML, CSS, XML and Bootstrap.

Software Methodologies: SDLC, Agile.

Database: MYSQL

EDUCATION

Bachelor’s Degree in Electronics and Communication Engineering, 2015 (JNTUH)

CERTIFICATION:

CSA (Certified System Administrator)

ServiceNow Certified Application Developer

PROFESSIONAL EXPERIENCE

PROJECT 1: ServiceNow Developer

World Bank, IL March 2021 – Present

●Worked on Development of Service Catalog -Catalog items, record producers, requirement fulfillment processes, designing Workflows.

●Worked on IT Operations Management (ITOM) modules like Discovery, Orchestration with Active Directory Activities and Event Management, Managing the Discovery schedule.

●Automated Various ITSM processes including problem Management, Change Management, Incident Management, Event Management, Service request, Configuration management Setup.

●Developed Business rules, UI Policies, Client Scripts and Scheduled jobs.

●Responsible for the design and configuration of ITSM and customizing the applications using JavaScript, AJAX, and HTML in ServiceNow.

●Worked on Configuring and enhancing Project portfolio management (PPM) module and integrated with user interface to ServiceNow.

●Responsible for the implementation of ServiceNow ITSM suite, Discovery, CMDB, Event Management and service mapping.

●Created Dashboard for SAM Application on the Homepage, which shows the Status of the Assets and Tracking information.

●Implemented Service Catalog, MID Server integrations, SLAs, and asset management.

●Created Various SLA as per client Requirement with the Incident management application.

●Worked extensively on Optimization of Discovery schedules, optimization of MID Server clustering.

●Setup SAML 2.0 for Single Sign On and integrated with IDM user Database to get users into ServiceNow.

●Experience in implementing and configuring ServiceNow Customer Service Management (CSM) modules.

●Worked on ServiceNow Data model, including tables, relationships, and data structures.

●Worked on activating and building Virtual Agent bot and integrating the chat topics with third-party RPA tools to reduce call volume by 25%.

●Created custom Topics and Conversational flows for Virtual Agent Chatbot.

●Developed a completely new Service portal for HR as a product. The target users are employers and job seekers.

●Created, maintain, and improve HR Operations standard operating procedures with a focus on innovation, streamlining and automation of processes.

●Experience enhancing the Service Catalog Portal and customizing service catalog requests.

●Integrated with HR Workday to Import and Update the Corporate user information In ServiceNow.

●Automated HRSD process employing on-boarding and off-boarding using flows and catalogs for new hires.

●Worked on ITBM modules like Agile Development, Demand Management, Application Portfolio Management and Project Portfolio Management.

●Developed custom JIRA plugins to extend functionality and meet specific project requirements, improving project tracking and reporting capabilities.

●Managed Security Groups in Active Directory and customized workflows for user management.

●Created custom Orchestration activities, emphasizing capability to develop custom solutions within ServiceNow.

●Working with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow and proposing resolution and design suggestions.

●Good hands-on experience on ITIL, ITSM framework, Strong understanding of ITIL framework and all phases of service lifecycle.

●Worked closely with Service Catalog and Request Workflow Design and Configuration.

●Collaborated with an agile team to deliver solutions to business needs for processes across ServiceNow Modules, including ITSM, ITBM, ITOM, HRSD and more.

●Implementing Agile and Scrum Practices for onshore and Offshore teams.

PROJECT 2: ServiceNow Developer

Nissan, Nashville, TN Nov’ 2018 – May’ 2021

Technical implementation of ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog and CMDB Management.

Setup and Maintaining of Mid Server on premise and cloud.

Worked on DISCOVERY and set up mid servers and checked for connectivity.

Worked on Service Mapping to get information about Business Services.

Worked on all phases of Discovery including Scanning, Classification, Identification and Exploration.

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

Working Knowledge on several other applications like ITOM in ServiceNow Platform.

Created and Maintained CMDB records through their life cycle.

Expertise in the creation and redesigning the workflows and flow designer for Service Catalog items.

Designed, Created and Configured Notifications, UI Pages, UI Macros, Script Includes, Formatters, etc.

Implemented automation to manage the creation and removal of user accounts in ServiceNow using LDAP information, ensuring streamlined management of user lifecycles for efficiency.

Moving Update sets from one environment to another environment within the instances (Dev, Test, and Prod).

Developed Schedule Jobs to run scripts, to import data by running scheduled transform map.

Designed Notifications for the entire Service Catalog. Used HTML, CSS, and Java Scripting to design Email Templates

Actively involved in email notifications, Inbound Email Actions, and customization based on client requirements.

Worked on Event Management by integrating with third party systems to generate events and create alerts and incidents.

Developed end-to-end Service Catalog using Catalog UI Policies, Catalog Client Scripts, Business Rules, UI Actions, UI Pages, UI Macros, Data Policies, and orchestration based on requirements.

Worked on core configurations like SSO and LDAP Integrations.

Migrated code between different QA and Prod environments using Update Sets.

Assess the Agile implementation of different project teams, identifying gaps or improvement areas.

Secured the Custom Tables and Applications using ACLs.

Implemented SSO using SAML2 Protocol.

Implemented LDAP Integration with ServiceNow Instance to import Users, Groups data.

Review and understand how the Cloud Provision Works with the Orchestration module of ServiceNow Platform.

Successfully planned, executed, monitored, controlled, and closed all technical tasks related to configuration and implementation of all aspects of the platforms.

Worked on Cloud Management Application to create Blueprint Catalog Items.

Developed schedules, reports, and monitored performance, revealing attention to system management.

Actively involved in daily meetings and process optimization.

PROJECT 3: Software Developer

Pragmaedge, Hyderabad July 2015– Oct 2018

Developed Dynamic web pages using Angular, HTML, CSS, jQuery, Bootstrap, JavaScript, and AJAX.

Developed Secured web applications by using scripting such as JavaScript and jQuery.

Involved in writing application-level code to interact with APIs, Web Services using AJAX, JSON, and XML.

Developed end-to-end composite RESTful Web Services, employing the SOA approach with the CXF framework to serve various clients, including web and mobile.

Employed Object-Oriented Analysis (OOA) and Object-Oriented Design (OOD) techniques, making use of Unified Modeling Language (UML).

Created and optimized Stored Procedures, Triggers, and Functions, actively participating in SQL query tuning.

Implemented Web Services for generating rate summaries, utilizing SOAP messages, and XML parsers for data retrieval.

Used ANT scripts to build the application and deployed it on BEA WebLogic application server 9.0.

Used ServiceNow as a ticketing system for Incident, Change and Request Management.

Contributed significantly to application development by actively participating in code reviews and enhancing the quality of designs crafted by team members.

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