Incident Management Change
Resume:
Triveni Choudary Gorantla
ad5xru@r.postjobfree.com
https://www.linkedin.com/in/gorantla-triveni-94abb0225/
SUMMARY:
7+ years of extensive IT experience in IT, including requirement analysis gathering, design, development, testing, and implementing enterprise-level applications as per ITIL standards on ITSM platforms.
Applying business technology expertise to identify, design, and deploy enhanced process and technology solutions supporting operational requirements and strategic initiatives.
Experienced in Integrating 3rd Party tools using REST and SOAP Services. Hands-on Experience in Scripting like Business Rules, Client Scripts, UI policies, UI pages, Inbound and Outbound email actions, UI Actions, workflow, Flow Designer, Vulnerability Response (VR), and Governance, Risk, and Compliance (GRC).
Strong technical knowledge of ITSM Products Incident Management, Change
Management, Problem Management, Asset Management, SRM, CMDB, Discovery.
In-depth knowledge of technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Basic Configuration Management, and Reporting.
Involved in different versions of ServiceNow (Quebec, Paris, Orlando, New York, Madrid, London).
Functional knowledge and implementation experience of IT Service Management ITSM frameworks and demonstrated project management skills and experience working directly with customers and clients.
Attention to detail and complex problem-solving abilities from operational and technical perspective.
Excellent Interpersonal skills, Communication skills, Documentation Skills, problem-solving ability, Analytical and Programming skills in High speed, Quality conscious and Multitasked environment.
Experience in implementing ITIL and ITSM best practices and methodologies.
Good knowledge and experience in the development, Implementation, and administration of ServiceNow including scripting, platform configuration, design, and deployment.
Recommending modifications to processes and procedures, and contributing to best practices, Architecture, and Implementations.
System integration experience using web services and other web-based technologies such as XML, HTML, AJAX, HTTP, REST/SOAP.
Maximizing the value of the platform throughout the software life-cycle including;
enhancements to existing applications, new solution development, and customized portal web pages using technologies such as Bootstrap and AngularJS JavaScript framework.
Designing integrations using different interfaces like email, LDAP, API, SOAP, and REST.
Experience with Service Catalog, CMDB, CMS, Workflows, ACL’s, SLA’s, Email
Actions, scheduled script executions etc.
Strong technical knowledge in Scripting, System Definition, Business Rules, Menus, UI/Forms, Content Management, Imports, Transforms and services, Databases and Data warehousing concepts.
Experience with Client and Server-side Java Script and the ServiceNow API’s.
Proficient in ServiceNow IRM with a strong track record of seamlessly integrating ServiceNow with external systems through API's, enabling real-time data exchange, as well as executing efficient batch integrations using SNow-ETL for streamlined operations and data management.
SKILLS:
Java JavaScript HTML5 CSS3 IT Service Management HR Management Asset Management Change Management Knowledge Management Custom Application Development Reporting Service Catalog Integrations Configuration Management Database GRC Vulnerability Response (VR)
Client: Southwest Airlines Aug 2023 – Present
Role: ServiceNow Developer
Roles & Responsibilities:
I Worked with key process applications like Incident Management, Problem Management, Change Management, Service Catalog, Knowledge Base, Service Portal, Reports, and CMDB, Vulnerability Response (VR), and Governance, Risk, and Compliance (GRC).
Experience in Incident Management on SLA Compliance. Major Activities like tracking life cycle of an incident, involved simplifying the Parent/Child process.
Experienced ServiceNow Developer with a strong emphasis on Vulnerability Response (VR) and Governance, Risk, and Compliance (GRC), backed by over 5 years of software development expertise. Demonstrated proficiency in designing and implementing robust solutions to address vulnerabilities, mitigate risks, and ensure compliance within the ServiceNow platform.
adept at integrating VR and GRC functionalities with other ServiceNow modules and third-party tools to create comprehensive risk management and compliance ecosystems. The collaborative approach to working with stakeholders to understand their needs, provide strategic guidance, and deliver sustainable solutions that drive operational excellence and regulatory adherence.
experienced in integrating ServiceNow with external systems using APIs for real-time communication and batch integrations via Python/Unix scripting, ensuring efficient data flow and seamless connectivity.
Analyze and manage the problems related to Problem and Change management.
Working on designing and developing business applications which involved customization, workflow administration, data imports, and custom scripting using JavaScript.
Actively participated in writing Business rules, Client scripts, UI actions, and UI policies, Script Includes, Data policies, Fix Scripts, Access control rules, Scheduled Jobs across the application as per the requirement.
Designing service portal using HTML and Angular JS.
Created Execution plan for Quebec upgrade defining the pre-steps, upgrade plan, and post-upgrade activities from a ServiceNow Administration perspective.
Actively participated in upgrading the instance from Orlando to Quebec.
Communicating with external web services using SOAP Messages and REST.
Involved in introducing AngularJS Plugin into ServiceNow and widely used it in creating a front-end view of Portal.
Design and implement new functionality to capture the changes made in the environment for Change audit purposes using Business Rules & Script Includes.
Involved in Error handling when ServiceNow is updating from Workday.
Worked on enhancements to the existing tables and custom-created tables in ServiceNow.
Designed many email templates by using HTML and used them in notifications.
Implemented the functionality to get the active contractors list from ServiceNow.
Involved in making changes to the Approval process.
Used the best practice for migrating the customization from one instance to another which includes the creation of update set, preview, and commit of update sets and merge operation.
Configured LDAP Server and LDAP Listener for updating the user and group table records.
Finding applications and devices within the network using Discovery and updating the CMDB with the information it finds.
Created various applications, and tables and performed different operations like overriding the Display Value, auto-completing certain Attributes, adding business logic, and sending email notifications.
Running scripts at regular time intervals using the Scheduled Script Execution module.
Ongoing maintenance with Update sets, Upgrades, Performance, and Troubleshooting.
Executed software solutions, design, development, and technical troubleshooting for the HR Service Delivery module within the ServiceNow platform.
Developed secure and high-quality production code for HR Service Delivery, ensuring synchronous operation with relevant systems.
Maintained algorithms and workflows to meet HR system requirements, focusing on efficiency and user experience.
Generated architecture and design artifacts for HR Service Delivery applications, ensuring adherence to design constraints throughout the software development lifecycle.
Analyzed and synthesized insights from HR datasets, creating visualizations and reports to enhance HR software applications continuously.
Proactively identified underlying issues and trends in HR data, leveraging insights to enhance coding practices and system architecture specific to HR Service Delivery.
Contributed to the ServiceNow engineering community of practice, actively engaging in events to explore new technologies related to HR Service Delivery.
Demonstrated initiative in solving complex HR-related problems, utilizing analytical and problem-solving skills, and adapting to evolving HR requirements.
Promoted diversity, equity, inclusion, and respect within the team culture, fostering an inclusive environment for HR Service Delivery development.
Client: CISCO, Richfield, MN Aug 2022 – April 2023
Role: ServiceNow Developer
Deploy new releases and enhancements into the ServiceNow live environment.
Jointly perform system and integration testing with sample / live data along with the testing team.
Collaborate with Product owners to help find solutions for their business requirements.
Works directly with IT Management to align ServiceNow with IT organization strategy.
Maintain and support ServiceNow operational functions.
Develop, test, and support new ServiceNow operational functions and modifications to existing functions using Confidential and industry standards and best practices.
Maintain consistent delivery of application solutions throughout the product suite by following development standards and the architecture framework.
Develop necessary development documentation (e.g. technical design, developer notes).
Performs a challenging range and various complex technical and professional work activities.
Undertakes work that requires the application of fundamental principles in a wide and often unpredictable range of contexts.
Assist in the designing of support for scalable server architectures for critical business systems.
Migrate code between environments according to a formal methodology.
Maintain an understanding of ServiceNow modules and knowledge of ServiceNow Software licensing functionality. Provide direction to junior staff.
Provide analysis of problems while working toward solutions to technical issues.
Developed and maintained ServiceNow Server Portal solutions, ensuring seamless integration with other applications using REST APIs.
Implemented proactive monitoring measures to ensure the stability and performance of the ServiceNow Server Portal.
Mentored junior developers on Server Portal development best practices, fostering a collaborative and innovative team environment.
Communicated effectively with stakeholders to clarify requirements and collaborated with the team to deliver high-quality Server Portal solutions.
Developed policies and procedures for implementing changes to the production IT environment, including risk analysis/mitigation, technical documentation, communication plans, implementation, and back-out plans.
Optimized Problem Management service to deliver solid outcomes that lead to high levels of customer satisfaction.
Scheduled the reports at some time in different formats; Added the dictionary entries to be listed in the incident list view.
Utilized JavaScript in Business Rules, Client scripts, UI Policies, and UI Actions to deliver solutions that automate and audit business processes.
Created various front-end forms, associated Client Scripts, and UI policies, including advanced customizations that required modification of UI Pages/Macros.
Trained the Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases.
Client: Capgemini Aug 2017 – May 2022
Role: ServiceNow Admin/Developer
Roles & Responsibilities:
Actively participated in daily Scrum meetings and regular sprint planning, review, and retrospective meetings
Involved in the development of Incident Management and Problem Management according to Client requirements.
Create Groups and Roles required for the applications to provide needed access to the users.
Created Transform maps for importing data.
Worked on the processes to import different formats of data (CSV, XML, and Excel) into ServiceNow.
Involved in Report Management using Reports and Performance Analytics.
Understanding application requirements and updates, implementing them according to business needs, and addressing issues via tickets within SLA.
Set up the process for Incident Management, Problem Management, Knowledge Management, Change Management, and Service Catalog.
Involved in coding the Business Rules (Server-Side Scripting), Client Scripts (Client-Side Scripting), and Script includes in ServiceNow.
Set up the SLA for the incident, problem, and change management processes as per the requirement.
Implemented Inbound- Outbound email notifications in ServiceNow.
Worked on creating users, roles, and groups and Configured LDAP Server and LDAP Listener for updating the user and group table record.
Understanding application requirements and updates, implementing them according to business needs, and addressing issues via tickets within SLA.
Set up the process for Incident Management, Problem Management, Knowledge Management, Change Management, and Service Catalog.
Involved in coding the Business Rules (Server-Side Scripting), Client Scripts (Client-Side Scripting), and Script includes in ServiceNow.
Set up the SLA for the incident, problem, and change management processes as per the requirement.
Implemented Inbound- Outbound email notifications in ServiceNow.
Worked on creating users, roles, and groups and Configured LDAP Server and LDAP Listener for updating the user and group table record.
Implemented, documented, and maintained the ServiceNow platform to meet specific business needs to support ITIL and business processes.
Provided technical support for Incident Management, Problem Management, Knowledge Management, Release Management, Reporting, Email Notification, Email Templates, Service Catalog, User Administration, Reporting, CMDB, Asset Management, Services, Web services, and Integration with other systems.
Creation of Incidents and Service Requests for the supported applications, first point analysis on tickets, and assigning them to L2/L3/other service lines based on the scope.
Collaborated with Cross-functional teams and vendors to create a quality root cause analysis to minimize repetitive failures.
Customized UI Appearance for Incident, Problem, Change, and Project Management Applications, which is simple, intuitive, and easy to use.
Created Business rules, Catalog client scripts, and Catalog UI policies for the new service Catalog requests.
Conducted weekly meetings facilitating discussions and evaluation of proposed changes.
Tracked key metrics on a regular basis to ensure the health of the KPIs.
Coordinated tasks among IT resources, management, and customers.
Maintained accuracy rate on completion and success rate of production changes.
Designed and built customized Business Objects metrics reports; monitored Change Management reports website to ensure data was accurate, current, and relevant for upper management analysis.
EDUCATION DETAILS:
Masters :- Clark University -> Information Technology -> 2023
Bachelors :- Gitam University-> Information Technology ->2017
Certifications:
ITIL Foundation Certified in IT Service Management
ServiceNow Certified System Administrator
ServiceNow Certified Application Developer
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