SANTOSH SAI GOPANABOINA

+628-***-****

ad3ztv@r.postjobfree.com

PROFESSIONAL SUMMARY:

Around 8+ years of professional experience as ServiceNow Software Developer, Implementation Specialist & Administrator and have experience in IT Service Delivery, ITOM, HRSD, CMDB, ITBM, SecOps and ITOM Suite, quality management systems and project life cycle processes.

Configured Applications using ServiceNow platform in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the ServiceNow platform as well as experience delivering medium to large-scale Service Now implementations.

Functional knowledge and implementation experience of IT Service Management ITSM frameworks and demonstrated project management skills and experience collaborating directly with customers and clients.

Extensive ServiceNow experience, covering the implementation of a wide array of modules, such as Project Portfolio Suite (PPS), HR Service Delivery, Security Incidents, Service Catalog, Service Mapping, Incident, Problem, Change, Knowledge, Release, Contract, SLA, Customer Service, Configuration & Asset, Discovery, and Event Managements.

Worked on the LDAP Integration, to populate the user records in the user table from Active Directory.

In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery, and Integrations.

Integration of Workday, JIRA, POS Systems, Active Directory, SSO, automated system monitoring tools in ServiceNow

Conducted integration testing and debugging, identifying, and resolving issues to ensure seamless data flow.

Developed solutions using web services, SOAP, JavaScript, and other web technologies to integrate Service now with internal/external systems and tools.

Refined requirements and performed integrations with the ServiceNow Integration Hub and web services using SOAP or REST.

Web developer proficient in both front-end and back-end development, crafting dynamic web pages with data validation and enhancing load-time performance, and deploying them on application servers.

Integrated problem management with JIRA, enabling efficient bug tracking and end-to-end lifecycle management using business rules and UI actions.

Automated the end-to-end lifecycle for software, hardware, and cloud assets on one platform using ITAM.

Performed IT Asset Management (ITAM) activities that include maturity assessments, gap analysis, process improvements, and implementation.

Implementation of HR Service Delivery (HRSD), covering everything from HR case and knowledge management to HR profiles, Centers of Excellence (COE), topic details, categories, HR services, templates, records producers, catalog items, workflows, and lifecycle events.

Experience of building stand-alone scoped Applications in ServiceNow. Knowledge of various Application implementation methods including Application Repository and Team Development.

Experience in building Business Rules, Script Includes, UI Actions, UI Policies, UI Scripts, Client Scripts, Catalog Client Scripts, Integration HUB, flow designers, Scheduled Jobs, FTP Events, Email Notifications, Fix Scripts, Validation Scripts, Severity Calculator, Assignment Rules, Data Lookup Definitions

Proficient in ServiceNow Discovery and Service Mapping, specializing in the establishment of comprehensive CMDB (Configuration Management Database) and ITAM using both the Top to Bottom and Bottom to Top methodologies.

SKILLS:

ServiceNow: ITSM, ITOM, ATF, Performance Analytics, Vulnerability Response.

Other: HTML, CSS, jQuery, Angular, Bootstrap, High charts, Hopscotch, DHTMLX, SOAP, REST, JDBC, Unix/Linux

CERTIFICATIONS & TRAINING:

ServiceNow Certified System Administrator

ServiceNow Certified Application Developer

ServiceNow Certified Implementation Specialist

EDUCATION:

Bachelor’s in Business Administration (2014)

Master’s in Cybersecurity (2019)

Professional Experience:

Client: Meijer, MI May 2022 – Till Date

Sr. ServiceNow Developer

Functioned as a ServiceNow domain expert in ITOM, HRSD, CMDB, HAM, SAM, and ITOM Suite.

Designed, created, and modified ServiceNow applications, assisted with the rollout of new modules, and set up the application's user interface and workflow.

Refined requirements and performed integrations with the ServiceNow Integration Hub and web services using SOAP or REST.

Supported all technical aspects and tool solution delivery, including application UI configuration, workflow configuration, scripting, API, and system integration of ServiceNow with other business applications (e.g., Infor Workday, POS Systems, Active Directory, SSO, automated system monitoring tools, etc.)

Implemented credential less AWS Cloud Discovery and creating new pattern extensions as needed for internal infrastructure discovery.

Documented knowledge articles following the Knowledge processes, and conducted training on the ServiceNow platform for management, IS, and end users.

Planned and conducted the analysis of complex business issues to be solved with process changes and information systems.

Built relationship mappings in ServiceNow CMDB with Discovery Tools and Service Mapping in serving ServiceNow modules including ITOM, Hardware Asset, Virtual Agent, Change, Problem, Certificate, Incident etc.

Integrated with Workday to extract essential employee information, such as employee ID, user email, employment status, user role, and position within the company.

Implemented business rules to automate workflows and decision-making processes, enhancing the efficiency of Jira bug tracking.

Used the LDAP to maintain the multi-tenancy configuration, Active User Sync, and Disabled User Sync, created data insertion forms, and used JavaScript to validate them.

Integrated Service Portal/Service Catalog item workflows with CloudBolt platform to perform virtual machine provisioning/updating/decommissioning tasks.

Helped on Vulnerability Response that involved establishing fresh assignment rules, group rules, and configuring SLAs according to risk scores and other settings related to vulnerabilities and collaborated within an agile ITBM/PPM environment, focusing on enhancing aspects such as Project Status Reports, Performance Analytics, Project Charter Emails, and suggesting enhancements to enhance the usability of existing Demand and Project workflows.

Incorporated the CMDB into the change management process to monitor and oversee changes made to configuration items (CIs), ensuring that updates undergo appropriate documentation and approval procedures.

Created and maintained links between configuration items (CIs) in the CMDB to provide a clear understanding of how they depend on each other and the potential consequences of changes.

Connected external systems, applications, and services to ServiceNow through SOAP or REST APIs, facilitating the exchange of data and the automation of workflows.

Client: UC Davis Health, CA Jan 2020 – April 2022

ServiceNow Developer

Provided software coding and development including, but not limited to screen tailoring, workflow administration, report setup, data imports, integration, scripting, third party software integrations.

Evaluated emerging ServiceNow technologies and the evolution of current functionality to define roadmaps to meet business needs.

Updated the exiting Asset CI with the feed received from Absolute and made necessary changes to lists, forms & UI, UI Actions, Business Rules, etc.

Developed scripts for Device Freeze and Device Wipe leveraging the Absolute API and create approval workflows to perform these actions through ServiceNow.

Assisted with the technical design for architecture, responsible for overall code quality ensuring a highly available and recoverable environment.

Performed upgrades and customizations of ServiceNow platform applications based on guidance from project manager, architects, ITIL practice leads and customers.

Demonstrated a working understanding of ServiceNow Test Management and Agile Demonstrates a working understanding of automation testing concepts and hands on ServiceNow ATF.

Developed Service Catalog, asset management, Record Producers and Workflows which includes new catalog items, defined SLAs per request and created UI Policies, Catalog Client Scripts, Approvals, Tasks and Notifications.

Provided advanced support for ServiceNow Platform by troubleshooting a variety of difficult software problems, implementing bug fixes, and performing root cause analysis.

Prioritized data security by implementing measures to safeguard sensitive HR data during the integration process. This encompassed enforcing access controls, data encryption, and compliance with data privacy regulations.

Integrated problem management with JIRA, enabling efficient bug tracking and end-to-end lifecycle management using business rules and UI actions.

Configured Service Level Agreements (SLAs) within ServiceNow to ensure that tickets generated by Splunk were handled promptly and met established response and resolution times.

Demonstrated expertise in generating access tokens from refresh tokens, ensuring secure and efficient authentication workflows.

Enhanced Reporting capability of both VR and CC as it relates to Reports and Performance Analytics.

Configured and optimized incident response procedures for the rapid detection, evaluation, and mitigation of security incidents and vulnerabilities.

Enhanced and optimized incident and problem management processes, ensuring timely issue resolution and minimizing service disruptions.

Expanded and maintained the service catalog to provide a wide range of services to internal stakeholders.

Integrated ServiceNow with other healthcare systems and tools to centralize data and streamline operational workflows.

Actively participated in the continuous improvement of ITSM workflows and processes to enhance the delivery of healthcare services.

Established security measures, including OAuth or API keys, to safeguard API access and the transmission of data.

Client: Intergraph, India Oct 2016 -Aug 2018

ServiceNow Developer

Worked on the LDAP Integration, to populate the user records in the user table from Active Directory.

Hands-on experience in the LDAP Listener to maintain the Active User Sync and Disabled User Sync and Multi-tenancy configure.

Integrated LDAP services with ServiceNow to enable user authentication and access management using LDAP credentials.

Designed dynamic client-side JavaScript codes to simulate process for web application, page navigation and form validation and also developed JavaScript code for pop-up screens and page functionality.

Provided application support for the configuration of platform capabilities to include Knowledge Management, ServiceRequest Management, and Service Portal.

Integration of Workday in ServiceNow to manage HR Administration like On-Boarding, Leave of Absence, Name Change and Terminations

Implemented ServiceNow configuration and customization assistance including workflow administration, report setup, data imports, custom scripting, and third-party software integrations.

Conducted data mapping and transformation, aligning Workday data structures with our internal databases to ensure accurate representation.

Integrated multiple ServiceNow instances to facilitate e-bonding, ensuring seamless communication and data exchange between different ServiceNow environments.

Developed error handling mechanisms to detect and resolve integration issues promptly. Also provided support for troubleshooting and resolving any data synchronization or communication problems between Workday and systems.

Performed technical research as it relates to application modification methodologies, strategies, and design and engaged with product engineering and support teams to troubleshoot issues and any planned activities.

Supervised the change and release management procedures to reduce service interruptions while implementing updates and modifications.

Recorded all ServiceNow settings, modifications, and procedures to uphold a transparent record and ease the transfer of knowledge.

Performed testing to verify the validity of LDAP integration, identified and resolved issues, and confirmed the seamless operation of LDAP related features within the ServiceNow platform.

Client: Iris Info, India June 2014 - Oct 2016

ServiceNow Developer

Collaborated with business users to define, analyze, and understand technical requirements, developed, and maintained system architecture and design documentation.

Designed Workflows and worked on CMDB and Asset Management, Service Catalog, Workflow Design and Configurations.

Collaborated with Technology ServiceDesk and Service Management to evaluate requests to change, customize, and configure service now.

Designed web applications using CSS and with the help of tags as per W3C standards.

Developed solutions using web services, SOAP, JavaScript, and other web technologies to integrate Service now with internal/external systems and tools.

Adjusted Service now imports sets and transforms maps accordingly to ensure data entering service now tables match the company outlined requirements.

Designed and configured workflows to automatically create security incidents in ServiceNow when necessary, based on the data received from Qualys, streamlining the incident management process.

Anticipated, identified, tracked, and resolved issues and risks affecting own work and work of the TBO ITSM Service.

Connected ServiceNow with VMware CMP for VM provisioning and the creation of Configuration Items (CI) in the Configuration Management Database (CMDB) along with their associations.

Collaborated in an Agile development environment, participating in sprints and delivering ITSM enhancements.

Connected ServiceNow with threat intelligence sources to actively detect and react to security threats in advance.

Implemented and tailored the ServiceNow Security Incident Response module to improve the identification and management of security incidents.

Effectively managed Service Level Agreements (SLAs), ensuring service delivery met established targets.

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