Customer Service Asset Management

Chandra K

ServiceNow Developer/ Admin Email: ad5p3e@r.postjobfree.com Phone: +1-469-***-****

PROFESSIONAL EXPERIENCE:

8+ years of Direct hands-on experience on various IT Services of ServiceNow tools like Service Catalog Request, Asset Management, Configuration Management, ServiceNow Administration, Incident and Problem Management, Knowledge Management, Reporting, Gauges, Integration with Web Services.

Implementation of ServiceNow IT Service Management (ITSM) modules in ServiceNow using ITIL framework principles with a strong understanding of ITIL V3 and deep functional and technical knowledge of Service Now.

Experience configuring and customizing all aspects of ServiceNow like UI actions, UI policy, Business rules, Data policies, and Client scripts and ACLs within ServiceNow, enhancing system functionality.

Expertise in configuring and administering CMDB, Discovery, and Asset Management.

Developed Configuration Item (CI) orchestration activity patterns for automating Configuration Item (CI) activities across the ITSM spectrum, integrating monitoring tools such as SolarWinds and JIRA.

I have expertise in Web development HTML, CSS/ CSS3, JS, JQUERY, and various Java and JavaScript, PowerShell design patterns, and Web Services.

Worked on REST API as a third-party application for Integration and have strong skills in the ServiceNow suite development, by using SOAP/ REST integration using SOAP/ WSDL.

Experience across a wide base of modules within ServiceNow, including from the ITOM and ITBM suites.

Proficient in utilizing the ServiceNow CSM Customer Service Management (CSM) module, demonstrating hands-on experience configuring, customizing, and implementing solutions to streamline customer service processes and enhance overall customer satisfaction.

Development of code for UI Pages using Jelly, UI Actions, Script includes, MID Server script including client script, UI Policies, Business Rules, Glide Dialog Window, Glide Dialog Form and Processor.

Designed and implemented automated unit testing workflows integrated with continuous integration (CI) pipelines, leveraging tools like Jenkins, GitHub Actions, or ServiceNow's Automated Test Framework (ATF) for seamless testing and deployment processes.

Implemented the specialized modules of ServiceNow like HR Case Management, Service Watch, Timecard scheduling, and test Management as a Developer and Administrator.

Configure ServiceNow HRSD including Portal, Enterprise Onboarding, Case Management, Knowledge Management,

Configure ServiceNow HRSD suite and implemented HRSD roles, COE structure, Services Configuration, and Record Producers.

Extensive proficiency in Agile methodologies and version control systems, ensuring streamlined project management and collaboration throughout the development lifecycle.

Experience Configuring existing workflows and creating new ones using the ServiceNow graphical workflow editor. Functional knowledge and implementation experience of ITSM frameworks

Worked on integration of ServiceNow with External Authentication systems LDAP and SSO.

Experience working with Waterfall, Agile, and Scrum methodologies.

performed platform fault-finding and debugging, as well as prompt maintenance and support to guarantee continuous service delivery.

Experienced in all phases of Software Development Life Cycle (SDLC), quality management systems, and project life cycle processes. Implementation and Enhancement of projects.

Utilized relational databases like Oracle, MS SQL Server, and MySQL for database design, development, and business intelligence.

Implemented and delivered services using the ServiceNow GRC/IRM platform, ensuring policy and compliance, risk, and audit management.

Excellent Interpersonal skills, Communication skills, Documentation Skills, problem-solving ability, Analytical and Programming skills in speed, Quality assurance, and Multitasked environments.

Engaged with cross-functional teams to gather requirements, address dependencies, and ensure seamless integration of ServiceNow solutions with existing systems and processes

Configure and set up Security Operations and Vulnerability Response Modules and integration with other 3rd party Applications.

TECHNICAL SKILLS:

Tools and Utilities

ServiceNow, AWS/DevOps

Software Methodologies

SDLS, Agile, Scrum

Scripting languages and web technologies

JavaScript, HTML, CSS, CSS3, XML, Angular JS, REST/SOAP web services. PowerShell

Application servers

Apache, Tomcat

ServiceNow Integrations

LDAP, ADFS, JIRA, Rest, Soap.

Database

Oracle, MS SQL Server, PostgreSQL

ServiceNow

Change Management, Incident Management, Problem Management, FSM, Service Catalog, Integration with Third third-party tools, Configuration Management, CMDB, Reporting, Integrations, GRC/IRM, Client Side and Server-Side Scripting, Client & Server APIs, Glide Aggregate, Glide Record, Administration, Reporting, Email Notifications, App Engine Studio, Scoped Applications, ITSM, CSDM, ITOM, ITAM, GRC (Policy & Compliances), SAM, HAM.

Operating Systems

UNIX, Linux, Windows, Mac, IOS, Android.

PROFESSIONAL EXPERIENCE:

State Farm, Tempe, Arizona Sep 2023- Present

ServiceNow Developer

Responsibilities:

Implementation of Problem Management, Incident Management, Change Management, Service Catalog Management.Application Support for Incident Management, Problem Management, and Service Catalog.

Responsible for implementing ITSM, Discovery, CMDB, and service mapping in ITOM.

Created custom complex transform maps to import CIs into CMDB and create relationships between them in the ITOM Application Module.Enhanced the OOTB CMDB Health Dashboard in Performance Analytics in the ITOM Application Module.

Created various UI policies and UI actions and experienced in writing advanced UI policies and UI action scripts

Worked on Discovery and set up MID Servers checked for connectivity and developed expertise in troubleshooting Discovery tools. Implemented flow designer to automate the reminder notifications.

Experienced in handling update sets. Merging, Retrieving, and Promoting update sets from one environment to another. Used glide records to retrieve and update data on different business conditions.

Provides daily support of the Service Management Platform (ServiceNow), including Scripting, Configuration, Customization, Integrations, Administration of ServiceNow processes (User management/Group management), Functions, Service Catalog, and Workflow.

Proficiently executed data mapping and conducted bulk data imports/updates as needed, ensuring seamless integration and maintenance of data integrity.

Reviewed Business Rules and recommended solutions for implementation. Design and development of ServiceNow forms and views. Developed Scripts to invoke existing Scripts.

developed sophisticated features like Sentiment Analysis, Auto Classification, Auto Routing, and Auto Resolution of events and service requests within the ServiceNow platform by thoroughly understanding machine learning concepts.

Proficient in business workflow design and debugging, adept at analyzing complex processes to identify inefficiencies and bottlenecks and implementing optimized solutions within the ServiceNow platform.

Skilled in troubleshooting and resolving workflow issues promptly, ensuring seamless operations and maximizing productivity.

Led continuous improvement initiatives to enhance processes, identifying inefficiencies and implementing strategic solutions to optimize workflows. Utilized analytical skills and stakeholder feedback to drive innovation, resulting in increased efficiency, cost savings, and improved overall performance

Development of SLA for organizations. Implementation of ACL, Customized Service Catalog

Develop custom applications within Service Now platforms, including ServiceNow APIs, and ServiceNow.

I have experienced the Policy Lifecycle, Control Lifecycle, Issue Lifecycle, Policy Exception Lifecycle, Risk Management Lifecycle, Risk Record Lifecycle, Risk Response Record Lifecycle, and Audit Management Lifecycle.

Experience with Integration with multiple servers to import the findings and create the Scheduled jobs to automate the process. Experience with Regulations, GRC Workbench, Indicators, Engagement, and Audit.

Implemented GRC, and Risk Workspace to improve the user experience for the Risk fulfillment team. Implemented GRC, NIST CSF use case accelerator to automatically generate pre-configured policies.

Configured IRM/GRC Application and tailored application workflow to fit current business processes.

Actively collaborated with cross-functional teams to achieve sprint goals and deliver high-quality solutions in alignment with project objectives.

Spearheaded the integration of ServiceNow with automated system monitoring tools, optimizing operational efficiency, enhancing real-time visibility into system performance, and minimizing downtime.

Using web services, APIs, and other techniques, the ServiceNow platform was integrated with outside programs and systems to improve functionality and expedite procedures.

Environment: ServiceNow, Windows, Oracle, SQL*Plus, JavaScript, Asset Management, Incident Management, Problem Management, Fire eye, HTML, CSS, ITSM, CMDB, CSM, ITIL, GRC/IRM, Scrums, MID servers, Business Rules, Service Catalogs, Integrations, Workflows, Transformation maps, and Access Controls Lists

United Healthcare Care, Ohio, New York Dec 2022 - Aug 2023

ServiceNow/Application Developer

Responsibilities:

Worked on SecOps (Security Operations) and Vulnerability Response Management with Tenable Scanner.

To improve cybersecurity posture, end-to-end vulnerability response management solutions were developed and implemented in ServiceNow. These solutions coordinated the processes of vulnerability identification, evaluation, prioritization, and remediation.

Oversaw the ServiceNow Vulnerability Response module's configuration and modification, working with cross-functional teams to guarantee compliance with security guidelines and industry best practices.

Improved company policies and standards to outline ethical, safe, and efficient procedures

Lead day-to-day testing and reporting of IT compliance; monitor internal compliance standards against information security policies and processes.

Demonstrated a commitment to professional growth by actively seeking opportunities for skill development and contributing to a culture of continuous improvement within the team.

Demonstrated strong leadership skills, empowering engineers, and data scientists to deliver high-quality solutions and foster a culture of innovation and collaboration within the team.

Integrated with third-party scanning technologies and security information sources, automated vulnerability scanning and assessment workflows within ServiceNow maximize response times and minimize exposure to possible threats

Hands-on experience working with the functional team for HR Service Delivery for benefits and compensations.

Collaborated with HR stakeholders to gather requirements and translate them into technical specifications for ServiceNow HRSD implementation.

Create and manage scripts for ServiceNow HRSD that improve system operation and user experience. Scripts may include business rules, UI policies, ACLs, and other elements.

Design and create unique HR services, HR workflows, Record Producers (forms for employees), and two-way connections with ServiceNow HRSD modules, including Employee Center, Lifecycle Events (Journeys), Case and Knowledge Management, and other submodules.

Designed and developed custom HRSD modules, including Case Management, Employee Service Center, Knowledge Management, and Onboarding, to streamline HR processes

Developed 3rd Party Bi-Directional Integration using REST API Webservice and Used import sets and transform maps for setting the filed mapping for the data in import sets with the target table.

conducted training sessions and gave stakeholders continuous support to use the ServiceNow Vulnerability Response module, raising awareness and encouraging adherence to security procedures throughout the company.

Developed thorough vulnerability management procedures that make use of ServiceNow's features, such as workflow approvals, automatic ticketing, and reporting features to promote efficiency and openness

Design and set up the process for Incident Management, Problem Management, and Knowledge Management, and Assist in developing ITSM roadmap. Designing and implementing custom application solutions on the ServiceNow platform and App Engine studio.

Environment: ServiceNow, Windows, Oracle, SQL*Plus, JavaScript, UNIX, SQL, XML, HTML, Shell scripting, Integrations, Portal development, Cloud services, ITIL, SCRUM, CSS, Orlando ITIL V3, ITSM, ITOM, GRC, Web Services, AWS, CI/CD, SOAP, XML, HTML, I Frames, UNIX, AJAX, Integrations, XML, DHTML.

Publicis Sapient, Bangalore Jan 2020 – April 2022

ServiceNow Developer/Admin

Responsibilities:

Utilized transform maps to load data from various sources, ensuring consistency with transform scripts. Additionally, it is integrated with LDAP to access user account information.

Created Data Sources from various external applications, and scripts to parse incoming data and transform it into ServiceNow.

Created single-page applications (SPA) with AngularJS for Incident Management, Problem Management, and Change Management to support clients' customer service operations.

Carried out application configuration, TCP, IP, DNS, Mail server installation, configuration, and diagnostics with POP and SMTP. Created/updated sets to migrate customizations from Development instance to Test, UAT, and Production Instances.

Worked on Business Service mapping and built scripts in sensors to map CIs so that the end user could see a graphical depiction of CIs and their relationships via BSM. Worked on Azure/AWS/Google cloud discovery setup in ServiceNow.

Configured cloud discovery (Azure/AWS) in collaboration with multiple cloud teams.

Deploy and monitor scalable infrastructure on Amazon web services (AWS) configuration management.

Experience across a wide base of modules within ServiceNow, including from the ITOM and ITBM suites.

Developed scripts for ACLs, Business Rules, Client Scripts, Script Includes, and UI Actions in their respective execution order.

Integration - multiple provider single sign-on enhanced user interface.

System Administration of Remedy Action Request System.

Implemented catalog variable set to store and forward Service Request data to Orchestration workflows. Created workflow activities and approvals.

Developed various scripts related to Business Rules, Client scripts, and Script includes.

Configured events, notifications, Inbound email actions, and SLA rules for the incident management process.

Configured standard email configurations in the ServiceNow instance, including email templates and notifications.

Environment: Agile/Scrum, ServiceNow, XML, SQL, Discovery, HTML, Angular JS, SOAP, REST, PPM, JavaScript, Incident Management, Change Management, Cloud discovery, Problem Management, Jelly Scripting, SCCM, Windows.

NTT Data, Hyderabad, TS July 2017 - Dec 2019

Service Now Developer

Responsibilities:

Acted as a point of contact for interacting with ServiceNow Personnel using Hi tickets.

Perform upgrades and view/monitor history and status.

Debugging the production issues to find the root cause of the problem and providing a feasible solution to fix the issue.

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

Involved with bug-fixing functionality, performance, and designing issues with JavaScript and jQuery.

Successfully executed all the test cases and fixed any bugs/issues identified during the test cycles.

Analysis of web application code for re-engineering.

Responsible for monitoring the ITIL Service delivery via process mapping audits and procedure design.

Participated in process designing sessions and documented ITIL process flows.

Extensively worked on CMDB and set up mid-servers as per the requirements.

Populated the CIs (Configuration Items) and configured the CI relations in CMDB.

Configured multiple forms for the Asset module using the Configuration Management Database.

Responsible for accepting, identifying, storing, and withdrawing all supported CIs.

Coordinated day-to-day change-related activities with Change Coordinators working within Change Team.

Participated in department-wide initiatives to address long-term business, technical, and performance goals.

Updated the existing website of clients as per the request.

Environment: Agile/Scrum, ServiceNow, XML, Discovery, CMDB, HTML, Angular JS, SOAP, Asset Management, Incident Management, Problem Management, JavaScript, Windows. Development Business Intelligence Descriptive Analysis Predictive Analysis R Programming.

Mega Engineering and Infrastructures Ltd, Hyderabad, TS Apr 2015 – July 2017

ServiceNow Admin

Responsibilities:

Worked on customization of ServiceNow OOB features to fulfill the client's requirement.

Customized forms using UI Policies and Client Scripts.

Used UI Actions to create Buttons and Context Menus on forms.

Implemented System Security by using ACLs and Roles.

Created Scripts Includes and invoked them in Business Rules and Client Scripts.

Utilized Glide Record for server-side scripting, particularly in business rules.

Developed and customized Reports and Inbound Email Notifications and added Schedules to the report.

Created UI Pages and UI Macros using Jelly Scripting language.

Configured the Push notifications for mobile. Configured SLA and OLA configured Scheduled jobs, reports, and dashboards.

Worked on workflow, Server, and Client-side scripting.

Configuring UI Policies and Data Policies

Have exposure to the FSM module of ServiceNow.

Responsible for validation of Client Interface HTML pages using JavaScript and jQuery.

Developed front-end screens and server-side scripts using HTML, DHTML, CSS, and JSP.

Environment: HTML, CSS, JavaScript, jQuery, ServiceNow FSM Modules, UI Policies, CSS, Service Catalog

Education Details:

Trine University, Master’s in information science/studies 2022-2023, Phoenix, Arizona.

Acharya Nagarjuna University, Bachelor of Technology Computer Science 2011-2015, Andhra Pradesh, India.

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