Technical Implementation Change Management

Naga Addepalli

Email Id:*******.*******@*****.***

Mobile:609-***-****

SUMMARY:

Over 8+ years of IT experience in ServiceNow Development and Administration

Hands-on experience in ITSM technical implementation of Incident Management, Problem Management, Change Management and Service Catalog

Proficient at managing leading teams for running successful process operations and extensive experience of developing procedures, service standards operational policies for business excellence.

Experience in implementing end-to-end Service Catalog and Workflows

Worked in Installation and Configuration of different modules of ServiceNow

In-depth knowledge of the technical implementation of various ServiceNow Applications i.e., ITSM,CSM&Custom Application.

Extensive experience in writing Client Side and ServerSide scripts

Participated in workshops (new technologies, enhancement) with ServiceNow partner teams to help company implement ServiceNow using best practices in ITSM

IT Operations Management (ITOM), Configured Event Management, setting up connector instances, Event Transformation Rules, and Alert Rules for proactive monitoring.

Collaborate with the GRC (Governance Risk and Compliance) team on the development of GRC solutions.

Implementing, configuring, onboarding and administrating GRC plugins

Excellent oral and written communications, interpersonal, negotiation, analysis and problem-solving skills

Experience in all phase of SDLC like Requirement Analysis, Implementation and Maintenance, and extensive experience with Agile Methodology

Experience in working with updatesets

Hands on experience in creating test plans, daily reports

Involved in User Acceptance Testing to find out if the software meets the user expectations and works as it is expected.

Experience with AgileScrum methodologies.

Worked on multiple different modules including ITSM and Agile Module

Excellent verbal and written communication skills; ability to communicate effectively with different levels within the organization, as well as with the business and other technical teams

Ability to work effectively under pressure and to meet deadlines under stressful conditions

Technical Expertise:

ITIL

ServiceNow

Requirement Management

MS Word, MS PowerPoint, MS Excel, MS Visio

Programing Languages

C/C++, Java,J2EE, SQL, PL/SQL,

Scripting Languages

JavaScript, Jelly Script, HTML, CSS, AJAX, XML,JSON,JQuery

Web/Application Server

Tomcat Web Server, MID Server, Web Sphere

IDE

Eclipse, Net Beans, TOAD

Databases

Oracle 10g, MySQL, SQL, DB2

Project Management / Tools

MS Project, MS Office, SharePoint, TFS, HP Quality Center Tool, Trello

Object Modelling Software

Process

SDLC, Waterfall, Agile Methodology, Prototype model.

Certifications:

•CompTIA security+

•CSA (Certified System Administrator) ServiceNow

Clearence: Active Security Clearence

PROFESSIONAL EXPERIENCE:

Client: DISA July 23 - Present

Project : Market Place

Role: Lead ServiceNow Developer

Location: San Diego, CA (Remote)

Responsibilities:

As a Lead developer in Market Place Project, my responsibilities are to analyses the requirements and start working on stories and submitting itin the required time frame and knowledge sharing to other developers when required.

Participate in the development of business requirements. Ensuring a thorough understanding of business needs and processes Conceptualize, design, code, and test ServiceNow, system enhancements or defects Standard ITSM development/support including incident, problem, change, requests (service catalog), release management, and knowledge management.

Worked on Catalog Items, Business Rules, Script includes Reports, Dashboards, Client Scripts, Notifications and Workflow/Flow Designer.

Demonstrates strong technical proficiency in ServiceNow platform, Including development, configuration, and integration capabilities.

Successfully handled a wide range of tasks from creating complex workflows to implementing advanced scripting solutions.

Develop content management for ServiceNow solutions.

Implemented ServiceNow ITSM Suite, including Incident, Problem, Change, and Request Management, improving service delivery and operational efficiency.

Managed Discovery and CMDB processes to ensure accurate configuration data and service mapping.

Configured Event Management (ITOM), setting up connector instances, Event Transformation Rules, and Alert Rules for proactive monitoring.

Automated workflows and integrated third-party tools using ServiceNow Orchestration, reducing manual effort.

Managed IT Asset Management (ITAM), tracking hardware/software assets, optimizing lifecycle processes, and ensuring software license compliance.

Handled Governance, Risk, and Compliance (GRC), automating compliance tracking and conducting risk assessments.

Integrated ServiceNow Financial Management (SFM) tools, overseeing IT budgets, cost tracking, and financial reporting.

Collaborated with IT teams to align Discovery, CMDB, GRC, ITAM, and financial processes with business goals.

Participate in Agile development methodologies.

Continuously monitor application performance and vendor recommended patches & upgrades.

Collaborate with fellow team members to improve the quality and scalability of supported systems and provide recommendations.

Client:Toyota North America May 21 - June 23

Role: ServiceNow Developer

Location:Dallas,TX (Remote)

Responsibilities:

Development of Service catalog which includes creating new catalog items, designing workflow and execution plans

Discussing the business requirements with clients and documenting them into process requests

A ServiceNow expert with experience on implementing end-to-end Service Catalog, Incident Management

Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow

Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning

Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand

Writing Catalog client scripts and UI policies to make client-side changes

Creating the UI pages to use them in catalog items

Manage and coordinate activities during the overall ticket of lifecycle in incident and problem management

Involved in testing ServiceNow form and reports for correct mapping of the objects and data correctness

Involved in Migration between various ServiceNow instances using Update Sets

Writing script includes invoking them in reference qualifiers or variable scripting

Responsible for the Service Now tool administration module and creation of new Users, Groups

Created many scripts which includes Business rules (server-side code) and modified OOB

Client:PWC Feb 18 – May 21

Role: ServiceNow Developer

Location: Atlanta,GA

Responsibilities:

Gathering requirements and converting FRD’s into technical requirements. Created design patterns & Implementation plans for ServiceNow enhancements

Manage and coordinate activities during the overall ticket life cycle in ITSM, Service Catalog requests, workflows etc.,

Worked on Project Portfolio Management creating projects with various stage such as initiation, planning, development, testing and launch with project tasks, enhancements, defects etc., on various user customizations

Participated in the full software development life cycle: Analysis, Design, Coding, Testing, Training, and Operational Support

Using update sets and following the Release process to develop and deploy the code in development to production environments as per proper approval from functional leads and change process

Configured many complex forms and tables with client scripts, UI Policies, Script Includes, and Business Rules across the application as per the requirement, configuring Email and developing mail scripts on need basis

Involved in working with process owners to develop workflow, implement the workflows and administer the tools and enhanced requests by java script

Performing quality assurance testing and user acceptance testing

Involved in the complete end to end cycle of coding, testing, debugging, maintaining and refining the computer software in Service Now to produce the required product in an Agile development environment.

Extensively worked on the Implementation, Configuration and maintenance of Business Rules, Client Scripts and UI Policies.

Troubleshooting the requested items, email notifications, workflows if it stuck anywhere.

Performed quality deployment plans involved with story analysis, design document, development document, unit test cases, QA handover, and followed best practices for code deployment.

Client:Kroger, Sept 15 – Jan 18

Role: ServiceNow Developer

Location: Cincinnati, OH

Responsibilities:

•Performed advanced customizations including Business Rules, UI Pages, UI Macros, UI Scripts, Script Includes, Client Scripts, workflows, custom tables, reports etc.

•Analyzed and developed functional requirements for systems implementations and convert the functional requirements into ServiceNow technical design.

•Worked on the Domain Separation to achieve different requirements.

•Exposure to new plugins like ServiceNow Agent App, Orchestration and Automated Testing Framework, ServiceNow Community, Service Portal & Agent Workspace

•Actively participate in daily Scrum meetings and regular sprint planning, review, and retrospective meetings.

•Experienced in writing test cases on modules like Incident, Service Catalog, Change Request, Service Portal, Case, Defect, Problem etc using Automated Testing Framework.

•Worked closely with ServiceNow team and Infrastructure team to facilitate LDAP integration.

•Implemented and managed IT CMDB Software Asset management solution for multiple clients of confidential.

•Specialized in IT Service Management (ITSM) & IT Business Management (ITBM) applications and provides forms-based workflow application development.

•Worked on UI customizations for forms, lists and UI actions.

•Responsible for Development Team Performance and involved in grooming mentoring team members on various processes.

•Experience with Incident Management, Change Management, Problem, Asset Management, CMDB Management, Service Catalog, HRSD, and Problem Management and implementation using ServiceNow.

•Created, developed, and implemented HR Cases for automated HR Processes, such as employee onboarding and offboarding.

•Efficiently planned the London, New York & Paris Upgrades of ServiceNow

Education Details:

Bachelor of Engineering (CS & IT)

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