It Service Management

NANDA REDDY

King of Prussia, PA 217-***-**** *************@*****.***

linkedin.com/in/nanda-reddy-93a4072b8

ServiceNow Consultant IT Service Management 4+ Years of Experience

Dynamic ServiceNow Consultant with over 4 years of experience in IT service management, knowledge management, configuration management. Specializing in implementing, configuring, and optimizing ServiceNow solutions for diverse industries, including finance and retail. Proven track record of enhancing IT operations, improving data integrity.

Key Achievements:

250% Increase in Workflow Efficiency: Implemented automated workflows for user accounts, groups, and permissions, significantly enhancing operational efficiency.

90% Reduction in Database Processing Time: Developed automation scripts for bulk data loads, drastically decreasing processing times in a multi-tenant environment.

Successful Integration Projects: Integrated ServiceNow with Office 365 and LDAP, streamlining processes and enhancing collaboration.

Career Highlights:

Solid experience implementing end-to-end setup of Incident Management, Problem Management, Change Management, Catalog Management, and Service Level Agreement on various ServiceNow modules.

Service-Now Support for administration and maintain CSDM.

Skilled in creating designs that work well on both desktop and mobile platforms using Glide Containers and ServiceNow Graphs.

Capable of customizing and enhancing Glide applications with HTML and CSS.

Strong understanding of writing responsive design, proficient in using Glide Containers for scalable desktop and mobile experiences.

Experience working with different kind of scripts in ServiceNow and CSDM ServiceNow - Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, Access Control Lists etc.

Experience working with setup of email notifications, inbound and out bound email actions, event-based email setup using business rules, schedule jobs and workflow.

Experience on creation of catalog items, record producers, order guides.

Working on creation and customization of custom and complex workflows using multiple activities.

Defined Schedule jobs, events to manage business needs and handle background work.

Experience on configuring of SLAs for Incident, Problem, Change, Service Catalog Management etc.

Have a good exposure of moving Customizations from instance to instance using update sets.

Kingston's versions are well-known.

Have good knowledge and Hands on experience in Advanced Service Now System Administration, List/Form/Navigation Pane, Update Sets, Catalog Items, Service Now feature LDAP Integration.

Strong team player, ability to work independently and in a team as well, ability to adapt to a rapidly changing environment, commitment towards learning, Possess excellent communication, project management, technical documentation, interpersonal skills.

Able to proactively follow up with the user and other support teams to provide timely services.

Integrations: Knowledge on Active Directory (LDAP).

Knowledge of Cloud Systems (AWS, Azure)

Worked full life cycle of upgrade the Instances, Module wise Testing, Tracing defects and their fixes.

Good Knowledge of Windows Operating systems, Network, VMware, Linux OS and Active Directory, Office 365.

Skills

Software Deployment C++

Dot NET Teamwork and Collaboration

Strong Interpersonal and Communication Skills Software Customizations

Scripting Languages: PHP, Python, JavaScript, Angular Design Patterns

PROFESSIONAL EXPERIENCE

SERVICENOW DEVELOPER

Birla Soft -New Jersey (07/2023)- Present

Working on the functional requirements as per the client’s needs within ServiceNow.

Design and implement custom functionality of ITSM module to get cases from different tools using Web services, Business Rules, Client Scripts, UI Policies, UI Actions and Access control Lists.

Experienced in handling large data sets connected to external APIs using Glide Big Tables.

Maintains a portfolio built using Glide, showcasing expertise and creativity.

Experience in integrating various Glide integrations to enhance app functionality and user experience.

Conducted configuration management and maintained CMDB, ensuring accurate and up-to-date asset data with knowledge.

Configure and deploy Service Mapping solutions

Configured and managed Access Control Lists (ACLs) within ServiceNow to enforce granular access controls.

Spearheaded the development of enhancements for a data import service catalog.

As per the customer requirement implemented auto approval logic

Created various process flow steps for Incident Management, Change Management

Worked on functional specification and helped team members to setup Incident, Problem and Change etc.

Built documentation from scratch as per the complex requirements

Working with process owners and business stakeholders to translate business requirements into functional and technical requirements to develop those in ServiceNow

Experience in designing, developing, customizing & administering ITSM suite of business applications and application Services.

Functional knowledge and implementation experience of IT Service Management (ITSM)

frameworks and demonstrated project management skills and experience working directly with customers and end users

Leveraging knowledge and experience to deliver end-to-end methodologies within ServiceNow, which includes architecting technical implementation of IT

Working knowledge of email notification setup, inbound and outbound email actions, event-based email setup with business rules, schedule jobs, and workflow.

Working with release management, supporting releases and providing quick fix

Extensive experience in Business process analysis, requirement analysis, Use-Case analysis within Service Desk (Incident and Problem management), Change Management, Service Level Management and Service Request Management

Experiences in working with client for requirement gathering, designing and consulting as a Business Analyst

Developed custom applications for Service Management using the Service-Now platform

Creating SLAs and participated in running SLAs and responsible for closing successfully

Creating Service Catalog and Record producer

Best practices in validate Form and Table level using UI Policies

Written Business Rules for customizing the tool

Written Client Scripts SQL queries, UAT support, UI Actions for customizing the tool with the related to all kind Database. ( SQL, ORACLE, MYSQL)

Debugging the defects and fixing them, programming the SOAP, REST API

SERVICENOW CONSULTANT& ADMINISTRATION

Capgemini & HPE India Location: Hyderabad

(06/2021) -(08/2022)

Developed modules for incidents, problems, changes, and service catalogs

Worked on security threats and automatically create corresponding security incidents in ServiceNow using SIEM tools.

In order to determine the CSI (Customer Satisfaction Index) of users, survey settings for the incident and request module are required.

Created comprehensive documentation for Cyber Security policies, procedures, and best practices using Microsoft Word.

Offered enhanced UAT support in the resolution of SLA-driven production defects

I have Manage in configuring Agent Workspace as part of CSM Implementation.

Worked on creating Cases and configuring knowledge articles to resolve the cases.

Conducted automated discovery, impact analysis, and integrated ITOM CMDB processes to maintain a holistic and streamlined approach to IT service management and risk mitigation.

Integrate Service Mapping with other ITOM processes like Event Management and CMDB.

This will aid in the improvement of help desk tasks and client contact throughout support

Create report incident and request survey trigger conditions

Record Producers for ESS Portal modules were created

UI Actions for forms were created

Proficient in extending app functionality by integrating external APIs.

As required by the customer, write business rules, client scripts, UI actions, and UI policies XML, unit Test.

Configure notifications on incident and request management to send emails to the appropriate

New Incident Management Workflow Designs

Different service level agreements (SLAs) are set up for different modules based on the user's time zone and omitting holidays

Customizations were migrated in stages, from Development to Test, and finally to Production support for the initial period of Go-Live

Handled defects and new customization as Enhancements

Having daily communication with customer and making them understand on implementation done on ServiceNow for the requirements given.

SOFTWARE ENGINEER / Lubrizol

(06/2019) -(06/2021)

Supported the team responsible for the implementation and administration of the ServiceNow setup, gathering customer requirements to setup individual modules and performed quality testing and user acceptance testing to Go live

Tracking of Incident from creation to closure, with timely communication to business

Monitoring service level agreement (SLA's) and operation level agreement (OLA's)

Worked troubleshooting Incident management, Change management and Problem management modules as per the Requirements

Creating UI Actions buttons for custom module on form and list context menus

Designed and implemented ServiceNow Integration solution with Emails, SMS and Alerts to raise and resolve the incidents from remote locations

Worked on data policy, dictionary entries and dynamic filters to meet the client requirements

Worked on UI policies, UI actions, client scripts to make user interface effectively

Worked on validation scripts to make the validations of data enter by the user

Experience in glide ajax and implemented vastly to fetch the data from server

Knowledge in task table extensions and associations

Experience in workflows, widely used to automate the approvals and used in SLA modules

Implemented service Catalog effectively to make ServiceNow to end user friendly

Implemented service level management for incident and problem management to monitor the progress of the tickets

Implemented different SLAs based on priority, Assignment group etc.

EDUCATION

MASTERS / Eastern Illinois University

Location: Charleston, Illinois Graduation Year (2023)

DEGREE / ponnaiyah ramajayam institute of science and technology

Location: Thanjavur, India Graduation Year (2019)

CERTIFICATIONS

CSA: Certified System Administrator

CAD: Certified Application Developer

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