Divya Bikumandla

Cell: +1-510-***-**** E-mail: ad4e4n@r.postjobfree.com

Professional Summary

10+ years of IT Experience in software design, development, implementation, testing and analysis.

A ServiceNow developer with experience of ServiceNow platform implementation, support and development experience.

Development experience with knowledge in HTML, CSS, JavaScript.

Good experience with design & implementation of ServiceNow ITSM modules like incident, change problem and knowledge management, service catalog.

Knowledge of ServiceNow platform architecture and understanding the business rules, UI policies, UI actions, client scripts, script includes, workflows, etc,

Understanding of Integrations of ServiceNow application with third party applications using REST and SOAP Integration and webservices.

Leverage Integration hub to optimize customizations and develop scalable solution by promoting reusable code.

Conducted user training sessions to empower HR staff with the skills needed to utilize the HRSD platform effectively.

Provided ongoing support and troubleshooting for HRSD-related issues, ensuring minimal disruption to HR operations.

Good understanding on CMDB data model and streamlining the processes around creation and maintenance of configuration items.

Data migration between ServiceNow instances as apart of migration from old to new instances.

Experience with reviewing the requirements and working on catalogs, workflows, SLA configurations, notifications, inbound emails, LDAP integrations, etc.

Participated in regular process reviews to identify opportunities for continuous improvement in HR service delivery.

Proactively addressed and resolved HRSD system issues, ensuring minimal disruption to HR operations.

Integrated ServiceNow HRSD with other HR systems to ensure data consistency and seamless information flow across the organization.

Having knowledge on service portal and its basic configuration.

Understanding of ITIL best practices and implementing the solutions based on ITIL standards.

Understanding of the SDLC (software development lifecycle).

Working knowledge on Agile and waterfall methodologies and building stories for the implementation activities based on the requirements gathered and tracking them till closure.

Effectively prepared for and organized technical inspections to review code and design models with peers and software architects.

Expertise to work with application servers like Apache Tomcat, WPS on WAS based on the client.

Experience in developing database queries using SQL for accessing, manipulating, and updating Oracle database, creating various SQL procedures

Technical Skills

Languages

Java, JavaScript, HTML, CSS, XML

Platforms

ServiceNow, Jira, Azure DevOps

ServiceNow Modules

ITSM,HRSD,CMDB,CSM

Web/App Servers

IBM Web Sphere, Apache Tomcat, JBoss, Web Logic Server

Databases

Oracle, MySQL, SQL Server

Testing Tools/ Others

JUnit, Putty, Rational Clear Quest, Postman

OS & Environment

Windows, Linux

Education

Bachelors of Technology in Information Technology from JNTU Hyderabad.

Certifications

ServiceNow CSA trained

ITIL trained

Work Experience

Title: ServiceNow Admin and Developer

Anthem Health-(Remote)

Effinxt LLC US, Texas, USA

Projects: ServiceNow ITSM Oct 2023– Till date

Educating the customers on the need for transformation of their IT Service Management by replacing their legacy tool with ServiceNow as a one stop solution in their landscape for all the IT needs.

Participated in workshops to understand customer requirements and provide a comprehensive plan on migration

Managed and configured ServiceNow instance, ensuring optimal performance and user satisfaction.

Administered ITSM processes, including Incident and Change Management.

Developed custom applications and modules in ServiceNow, meeting specific business requirements.

Scripted and customized workflows using JavaScript and GlideScript.

Leverage ServiceNow’s Now Create that offers step-by-step delivery guidance based on real-world experiences and proven leading practices.

Enhance Incident management module to accommodate Security Incident Response by adding custom fields, notifications and secure the incident using ACLs.

Independently collaborated in scrum calls and got through all the userStory ‘s and implementing them successfully.

Sound knowledge and experience in HTML, CSS, JavaScript.

Worked on module specific business rules and created new depending on the requirement

Optimized performance of Catalog items during onload by creating reference qualifiers and using more UI policies rather than just client scripts.

Created new notifications using mail scripts to send up to date notifications.

Proactively identified opportunities for process improvement and implemented changes to enhance overall order management capabilities.

Stayed current with ServiceNow updates and enhancements related to CSM and Order Management.

Title: Senior ServiceNow Administrator

VBeyond Solutions, India.

Client: Wipro Technologies June 2021 - April 2022

Responsibilities:

ServiceNow development, configuration, support and administration.

Understanding and capturing the business requirements, planning sprint, and creating the user stories to develop the features as per the requirements.

Implemented core ITSM processes like incident, problem, change, knowledge as per business requirements.

Implementations include leading a module and engaging the client with requirement workshops and suggesting solutions, which would be developed by my development teams and delivering as per client needs.

Implemented custom application movement from one instance to another instance of ServiceNow for a client, which include code and data movement between the instances.

CMDB and ITAM implementation through identifying and consolidating multiple data sources by making ServiceNow as a central platform for maintenance of all Configuration Items.

Handled maturity and enhancement exercises for various client environments. The tasks involve designing, driving, and delivering the enhancement needs (via projects) to improve the business experience at ITSM level. This also involves negotiating with various business owners for their involvement and support into the projects.

Understanding customers landscape and developing a cost effective and scalable solution in ServiceNow platform.

Involved in cloning activities like raising the request for cloning and worked on exclude tables, post-clone activities.

Providing training to end-users on ServiceNow features, functionalities, and best practices. Offer support and guidance to users to ensure a smooth user experience.

Create and maintain detailed documentation for processes, configurations, and customizations within the ServiceNow platform.

Handling of the operations by implementing ITIL processes and ensuring the same are adhered, by regular checks and audits. Will be involved in defining and deriving the processes and implementing them

Title: ServiceNow Developer

ObjectOne Techno Solutions, Hyd. Feb 2016 – May2021

Projects: ServiceNow ITSM

Responsibilities:

ServiceNow support, configuration and administration.

Implemented core ITSM processes like Incident, Problem, Change, for multiple clients, as per their business needs, while staying close the best practises.

Build workflows and development requests based on the client requirements.

ServiceNow platform support, administration, build and testing.

ServiceNow customization by building business rule, client scripts, UI actions etc.

Service catalog development and creation of order guides, workflows as required.

Analysis, Design, Development, Unit Testing and Implementation of various Projects and Work Requests. Developed the new code or change the existing code.

Configure alerts and notifications using ClientScripts as per the requirements.

Good at debugging the issue or error using field watcher in the ServiceNow instance.

Used Glide Record to retrieve and update data on different business conditions.

Implemented CI/CD Pipelines for automated prod deployments in AWS by integrating with other systems like Jenkins, Chef and HP Service Manager using REST APIs and used security groups, network ACLs, Internet Gateways,

Other Projects:

Hiring Portal

Worked on internal hiring portal, which involves salary generation and validation, BGV checks and Eid generation using java and Spring technologies.

Involved in production issues, testing and implementation of the project.

Developed code in Java, J2EE, and Spring for portal development.

Worked in every phase of the application lifecycle like gathering business requirements, analysis, API designing, development, and deploying the code into production.

As a developer conducts design discussions with UI and mobile app developers to discuss and finalize the API contracts.

Separation Portal

Worked on the Employee Separation Project where crons are executed for all the employees who starts serving the notice period.

Was involved in the Quantum release and played a vital role. The release included SOS implementation in calling the services, for example salary-process, leave encashment, Asset Release etc.

I have handled the production issues and involved to get them solved.

Environments: Java, J2EE

Servers: Tomcat, Glassfish

IDE: Eclipse, NetBeans, Visual Studio

Code Repository: DevOps

Database: SQL,PLSQL

Title: Java Developer

HSBC Software Development Pvt Ltd, Hyd. Jan 2011 – Aug 2015

Projects:

BIB (Business Internet Banking)

Project IFID

PDF Remediation

FCA CCR for STP Loans and Cards

Environments: Java, J2EE

Servers: WPS 6.1 on WAS7

IDE: RAD 7.5, RTC

Code Repository: MKS, Maven Build

Responsibilities:

Worked on Business Internet Banking (BIB) web-based application on web page development, code deployment and data migrations

Worked on migrating code from WPS 5.1 server to WPS 6.1 fixing the errors.

Worked on various other baking projects like PDF redemption, Loan and Cards portal, Hybrid trackers.

Main responsibilities included write a well-designed code, test table, efficient code on JSP’s, xml using struts framework.

To contribute to all phases of the development lifecycle of banking domain.

Ensure designs are in compliance with requirements.

Analysing the code as per requirements and accordingly implementing them.

Support continuous improvement by investigating front end and back-end framework.

Manage and coordinate activities during coding and implementation.

To avoid compile time errors and runtime errors during coding.

Running the code in test environment before sending them to SIT.

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