Asset Management Servicenow Developer
Resume:
SUNITHA SURAKANTI
PROFESSIONAL SUMMARY
ServiceNow Developer/Admin with over 9 years of experience as a ServiceNow Developer/Administrator in Designing, Configuring, Administering, Scripting, Customization, Deployment, and Integration of the ServiceNow ITSM platform, Performance Analytics. Direct hands-on experience on various IT Services of ServiceNow tools like Service Catalog Requests, Asset Management, Configuration Management, ServiceNow Administration, Incident and Problem Management, Knowledge Management, Reporting, Gauges, Integration with Web Services. Done ServiceNow implementation for ITIL processes for ITSM
(Incident, Problem, Change, Release, Asset and Knowledge Management) ITOM (ServiceNow Discovery, Service Mapping, Orchestration, CMDB and event Management. Design and develop Service portal pages as per business requirements. Experience in designing and implementing Incident Management, Problem Management, Change Management, Asset Management and Service Catalog. Experienced in ServiceNow platform as both Developer and Administrator. Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships. Implemented ServiceNow FSM module to streamline service delivery processes and improve customer satisfaction. Experience in implementing and maintaining ServiceNow GRC module configuration, including field, screen and workflow customizations. Experience in implementing and maintaining ServiceNow GRC module, HR module, Customer service management (CSM) configuration, including field, screen and workflow customizations. Experience in development of Incident, Service Catalog and Orchestration workflows. Implementation experience of Global Multi Domain Separation ServiceNow Instance, Experienced in Migration process in Service-Now. Worked on Istanbul, Jakarta, Kingston, London, Madrid, New York and Orlando, Quebec, San Diego, Tokyo versions. Excellent team member with a strong ability to lead and balance multi-project workload. State Government Experience:
• New York City Housing Authority, City of New York.
• Metropolitan Transportation Authority (MTA), City of New York. Education & Certifications
• Master’s in software engineering, Northwestern University, California.
• Bachelor of Technology Computer Science, Sastra University, Tamil Nadu, India.
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Technical Skills
ITSM Tools ServiceNow, ITSM Suite, HRSD, ITBM, CSM, GRC, ITOM Programming Languages Java, HTML, XML, JavaScript, CSS Scripting Libraries Java Script, Angular.
Databases SQL Server 2012, Oracle 11g.
Relevant Professional Experience
Client: New York City Housing Authority Apr 2019 – Present Roles & Responsibilities: ServiceNow Developer / Administrator
• Implementation, Customization and Maintenance of ITSM and ITBM, GRC modules such as Incident, Major Incident, Change Management, Problem Management, Knowledge, Service Catalog, Service Portal, PPM,SPM, Demand, CMDB in ServiceNow, IT Asset Management, CSM, FSM, HR modules.
• Working with client and functional requirements within ServiceNow and facilitating rollout of new applications and modules.
• Handling multiple upgrades between various versions.
• Assisting in the definition of business requirements and providing definitions and updates of system design documentation.
• Developing workflow customizations and performed quality assurance testing and user acceptance testing.
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Service-Now Certified System Administrator.
• Designing and Implementing Workflows, along with standard Workflow templates, which can be reused.
• Handling implementation and administration of ServiceNow including managing system configurations, gathered and documented user and process requirements.
• Implementing ServiceNow customization including, but not limited to, Client and Server Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, Custom widget development, report setup, and data imports and exports.
• Have performed a uni-directional integration from JIRA to ServiceNow.
• Implementing ITOM to get visibility to Infrastructure and Services using Service Mapping, Discovery and Event Management efficiently.
• Identifying Service impacts through Event Management of ITOM process to Configuration Items.
• Working on ServiceNow application development including creation and configuration of Service Catalogs, Email Notifications, Data imports and exports and Reports.
• Working on CMDB and Asset management performing Data migration to import data from other applications and external databases.
• Successfully implemented and configured the CSM module in ServiceNow for multiple clients or projects.
• Implementing CSM for managing the complex workflows of Case Management for the agency.
• Automating multiple processes to automate licensing for assets using CSM.
• Established and managed SLAs (Service Level Agreements) within the CSM module to track and meet performance targets.
• Creating custom scenarios for Virtual Agent in line with CSM.
• Creating Schedules reports and sends out timely Email reports to the Stakeholders.
• Implementing two-way RESTful API Integration with various applications in Department.
• Conducting regular risk assessments and audits of business operations using ServiceNow GRC module, identifying areas of non-compliance and recommending corrective actions.
• Collaborating with legal, security and audit teams to maintain an up-to-date library of regulations, policies, and controls in GRC module.
• Updating all the User information from Active Directory of the NYCHA.
• Implementing the HR portal and HR Case Management to handle various services.
• Implementing HR Service Delivery requests to improve the employee experience for several requests like assigning assets, password reset requests etc.
• Implementing Employee Portal in a multi department structure environment.
• Developing and maintaining FSM workflows, templates, and automation rules in ServiceNow to optimize resource utilization and reduce response times.
• Leading cross-functional teams to design and implement custom FSM solutions for complex customer requirements.
• Conducting regular performance analysis of FSM operations in ServiceNow, identifying areas for improvement, and implementing corrective actions
• Automating the SecOps to create automated Incident through Vulnerability tools.
• Working with windows team, network team and Asset team to check for the data collected through discovery is accurate.
• Documenting all implementations and best practices defined within team.
• Training Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases.
• Performing Unit testing after developing the requirements, promoting the configuration changes via Update sets to QA environment. Scheduling demos with business/ process owners to perform their UAT testing and sign-off on the stories. Responsible for UAT installation and provided test scripts to perform the UAT to stakeholders.
• Customization of Timecard Management module to enable timecard users to report and track their time for the assigned tasks daily.
• Worked extensively in the ITBM applications like APM, Agile Methodology.
• Created a lot of data sources to import the data into the Application Portfolio Management.
• Worked on a lot of enhancement requests pertaining to the Application portfolio management like configuring the forms, related lists.
• Customization of Timesheet portal page to display NYCHA Holidays and warn the customer in case hours are captured during a holiday.
Environment: ServiceNow, Asset Management, Service Portal, Incident Management, MIM, Problem Management, CSM, GRC, FSM, HTML, Java script, CSS, CMDB, RESTful API, Active Directory, AWS,SecOps, Integrations.
Client: Fruition/DXC Aug 2017 – Feb 2019
Roles & Responsibilities: ServiceNow Developer / Administrator
• Customized the form design and form layout for various on the ITIL Process.
• Responsible for Incident Management, Change Management, Problem Management, Service Requests.
• Worked on workflows using ServiceNow workflow editor, defining workflows in Service Catalog items, Approvals, and Dynamic tasks in ServiceNow.
• Worked on ServiceNow Service Catalog, Service Portal, and/or Custom UI Development.
• Customized script for Service Catalog/Email Template/Workflow script.
• Made basic configuration changes to the UI using Branding Editor and other components of Service Portal. Edited and extended portals, pages, and widgets.
• Worked with UI Actions, UI Policies in ServiceNow.
• Worked on Change management using Update Sets, Import Sets in ServiceNow.
• Responsible for Email Integration, LDAP integration, External Web services Integration (both SOAP based, and REST based) in ServiceNow.
• Worked extensively in the ITBM applications like APM, Agile Methodology.
• Sign off the stories in Jira for Technical Owner and mark for the deployment of sprint.
• Worked on GRC application (Governance, risk, and compliance)
• Responsible for workday-integration using modules like Import schedule and set rules, script includes, Transform errors and maps, Transformations, Integration tables.
• Worked on CMDB and Asset Management Services.
• Used JavaScript to write business rules, client scripting, UI actions and for the client validations.
• Worked on new plugins like incident alert management, orchestration, and structured problem analysis.
• Migrated updated sets between System Environments.
• Used JavaScript, HTML, XML, AJAX, AJAX, JSON, HTML, XML, CSS, SOAP, REST Frameworks.
• Integrated with AWS, Azure, Office365 and other cloud platforms. Environment: ServiceNow, Asset Management, Incident Management, Problem Management, HTML, Java script, CSS, CMDB.
Client: MTA Sep 2016 – June 2017
Roles & Responsibilities: ServiceNow Developer / Administrator
• Worked on various modules of ServiceNow like Incident management, Change management, and Problem management, Service Catalog, User Administration and Reporting.
• Set up the Asset Management and Software Asset Management Division.
• Gathering data from all IT-Owners and imported in to ServiceNow.
• Create individual Assets, such as hardware, consumables, software licenses. Models are specific versions Asset
• Designed Workflows, along with standard Workflow templates, which can be reused.
• Involved in implementing the CMDB with Discovery and Service Mapping.
• Performed Data migration to import data from other applications and external databases, SCCM.
• Worked on the Implementation, Configuration and maintenance of Business Rules, Client Scripts and UI Policies.
• Worked on the integration of ServiceNow with Siebel, integrated Service Catalog, and Incident module.
• Created complex transform scripts in transforming the data into the SNOW database.
• Developed ServiceNow application including created and configured Service Catalogs, Email Notifications, Data imports and exports and Reports.
• Worked with clients to assess current state processes and tools, defined ServiceNow requirements and developed and configured the ServiceNow platform.
• Worked on the functionality of Inventory Management plugin into Asset Management.
• Developed automated mappings to schedule the load flat files on daily, weekly& monthly basis. Environment: ServiceNow, Service Watch, Incident Management, Problem Management, HTML, Java script, CSS, CMDB, ServiceNow Portal.
Client: TriCore Solutions March 2015 – Aug 2016
Roles & Responsibilities: ServiceNow Developer
• Worked in a team of 4 to integrate ServiceNow with Third party Applications (Workday).
• Performed Data migration to import data from other applications and external databases, SCCM.
• Worked on user provisioning using ServiceNow Orchestration in Microsoft Active Directory.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now.
• Managed Incident Management process where all P1 and P2 incidents were managed through to service restoration.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Created new Script Includes/Client catalog script/Client Script basis. Environment: ServiceNow, Service Watch, Incident Management, Problem Management, Java script, CMDB, ServiceNow Portal.
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