Sneha Nellore

ServiceNow Developer/Admin

Professional Summary:

●7+ Years of strong IT experience in Software Design, Development, Analysis, Testing and Implementation.

●4+ years of experience in ServiceNow platform as both Developer and Administrator.

●Deep understanding of Information Technology Software Development Life Cycle (SDLC) methodology, project management principles and providing end-to- end ITSM solutions using Service Now.

●Configured Applications using Service-Now tool used in ITIL Management.

●Good knowledge on Java, JavaScript, AJAX, HTML, CSS, XML, Angular JS.

●Configured LDAP Server, for pulling user and group data from Active Directory.

●Expertise in exporting CMDB data, load data with the help of transform map and transform script.

●Design and engineer solutions leveraging all appropriate components offered by Service-Now to answer the needs for business workflows, ticketing or other ITSM requirements.

●Extensive experience on integrating ServiceNow with 3rd party tools and implementation of SOAP and REST API communication in and around ServiceNow.

●Experience on Third party integration tools like Slack, Greenhouse.

●Configuration and customization of Help Desk, Change/Incident/Problem/asset Management Modules including: Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions based on user requirements.

●Design, development, distribution of custom client-server, WEB services and SOAP solutions.

●Good experience in ITOM (Orchestration, Discovery).

●Experience in CMDB dashboard, CMDB Metrics, and created multiple reports.

●Good experience on CMDB and IT Asset Management Services (ITAM)

●Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.

●Worked with MID servers to facilitate communication and movement of data between the platform and external application and data sources.

●Created Dashboards and Reports that could be exported in different formats on the Performance and Analytics application.

●Attention to detail and complex problem-solving abilities from operational and technical perspective.

●Good experience in unit testing, preparing test cases before migrating to Prod.

●Excellent Interpersonal skills, Communication skills, Documentation Skills, problem solving ability, Analytical and Programming skills in High speed, Quality conscious and Multitasked environment.

●Gathering requirements and converting BRD's into technical requirements. Created design patterns & implementation plans for Service Now enhancements.

Certifications:

●ServiceNow Certified System Administrator

●ITIL V3 Certified

Education:

●Bachelors in Computer Science

Technical Skills:

Tools: JIRA, ServiceNow, Microsoft SQL Server Reporting Services, Maven, IntelliJ, Bit bucket, Sublime, Jenkins, GIT, Source tree

Scripting Languages: JavaScript, Jelly Script, PowerShell, JSON, HTML, CSS, REST, AJAX

Languages: C, C++, Java,

Databases: Oracle 10g/9i/8i, MS Access, MS SQL Server, CMDB

Operating Systems: Solaris, Windows, UNIX, LINUX

Methodologies: Agile, SDLC, Waterfall, Scrum, ITIL

Work Experience:

Thomas Jefferson University Hospital, Philadelphia PA March 2019 - Present

ServiceNow Developer

●Created various front-end forms, and associated Client Scripts, UI policies.

●Designed Workflows for multiple service catalog forms.

●Good knowledge of the server-side scripting Business rules and Script Includes.

●Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.

●Configuration and customization of Custom Applications.

●Configuration and customization of Planned Maintenance application and used Wizards to provide efficient user view as per the requirements.

●Worked on development of vendor registration form to provide access to vendors to register their company for buying or selling products in a scoped application.

●Worked on Scoped Applications.

●Worked on Incidents and Catalog Tasks as part of the admin process.

●Provided support for major version upgrades.

●Worked on creating inbound email actions to create incidents for zoom rooms when an email is received from zoom rooms regarding any issues.

●Worked on creating dashboards and reports.

●Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.

●Implementation of Software and Change Management, Service Now Change Management.

●Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards.

●Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.

●Actively involved in daily Scrum meetings.

Environment: Custom Applications, Scoped Applications, Form Creation, Business Rules, Script Include, Client Scripting, UI Policies, Email Notifications.

Jeppesen – A Boeing Company, Englewood, CO Feb 2018 – Jan 2019

ServiceNow Developer

Responsibilities:

Hands on Experience Working with the Business Team to gather the Requirements for AS-IS and perform the operations successfully for TO-BE process.

Develop and manage application code, User Interface, and third-party integration components.

Discovery and Orchestration Implementation.

Developed servicenow probes and sensors to gather information back from server.

Created various reports and metrics and orchestration workflows.

Configured credentials required for host discovery.

Workshops for gathering requirements and credentials from client.

Mid server installation, creating IP range sets.

Debugging and troubleshooting patterns.

Created Workflow activities and approvals. Implemented new workflows that use a variety of activities to understand how records are generated from workflows.

Developed client scripts, UI Policies, Script Includes, business Rules across the application as per the requirement.

Hands on experience working on the IP networking, Devices, Network design.

Hands on experience in creating tables, managing the users, groups and the roles.

Experience in defining the SLAs, notifications and reports.

Hands on experience on moving the data in and out of an instance using import sets and transform maps and also auto imports of data into Service-Now.

Expertise in Customizing and defining the Workflows and configuring the items to the carts in the Service catalog.

Configured LDAP Server and LDAP Listener for updating the user and group table records.

Responsible for creating homepages including basic reporting, gauge configuration and dash board presentation.

Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.

Deploying MID Servers for discovery application, Defining and executing the discovery schedules frequently and validating the results.

Implemented the user server access control for Linux servers using orchestration.

Worked on service portal widgets, widget instances and created multiple pages.

Using the discovery log form for a quick look at how the probes are doing, manually changing the discovery source name and also examining the status for the current discovery.

Performed initial unit testing for all the enhancements, prepared test cases and provided guidance to clients on testing the requirements.

Involved in ServiceNow upgrade activities.

Environment: Change Management, Incident Management, Problem Management, Service Catalog, Service Portal and Integration with Third Party Tools, Configuration Management, Reporting.

Anthem Inc. Atlanta, GA Oct 2016 – Jan 2018

ServiceNow Developer/Admin

Responsibilities:

●Communicating with end users, identifying their difficulties and changing the applications as per their requirements.

●Designed and configured the Incident, Problem and Change Management applications supporting ITIL and business processes.

●Participating in meeting with SME's and Project Managers to analyze the requirements and developing the workflow design of request items using Agile Methodologies.

●Implementation of changes to improve automation and efficiencies in ServiceNow.

●Integrating ServiceNow with other systems and customization.

●Managed all Change Management Information (ServiceNow).

●Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards.

●Implementation of Software and Change Management, ServiceNow Change Management

●Managed all Change Management Information (ServiceNow).

●Worked on Reconciliation application, created recon scheduled jobs, import jobs to get the unique recon IDs for the CMDB data based on datasets.

●Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.

●Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.

●Made end-end sites with Themes and Content Layouts utilizing CSS that can be re-utilized as a part of ServiceNow.

●Setting up Configuration Management, preparation characterizing the CI classes and their connections.

●Created test cases and provided guidance to QA team for testing and actively performed unit testing before migrating enhancements to UAT and production.

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

Environment: Change Management, Incident Management, Problem Management, Service Catalog, and Integration with Third Party Tools, Configuration Management, Reporting, Discovery and Integrations

Genpact, India July 2015 – Aug 2016

ServiceNow Admin/Developer

Responsibilities:

●Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.

●Designed a company-wide service catalog that offers a collection of services.

●Involved in customization of UI for a knowledge base.

●Configured and retrieved the service catalog items from the databases for user friendly in new CMS UI pages.

●Involved in designing, development of Home Page, Place Order for Service Catalog, Knowledge base, create a service ticket, schedule a call from the service desk and schedule a time for solving the issues with one to one personally.

●Created update sets for configuring in different instances i.e., temp, test, uat, dev and production instances.

●Met all service level agreements (SLA's) and delivered all significant result and deadlines.

●Managed the activation status, profile, and roles assigned to each user and groups in ServiceNow.

●Performed testing in ServiceNow DEV, UAT and Post implementation validation of IT Service Management releases.

●Responsible for the overall management and data governance of ServiceNow supporting the ITIL process to configure changes and updating records from the Configuration Module, Incident, Change, Data Administration, Report, Data Quality, CMDB, Service, Knowledge Base, Catalog and User Administration modules.

●Gathering and analyzing requirements to submitted enhancements requests to improve incident ticketing system through automation and improve SLA of tickets completion.

●Created custom reports through the report module in ServiceNow.

●Involved in all process improvement documentation, diagrams and Knowledge base tutorials used by the Admin team and uploaded each document to the SharePoint Site.

●Interface with Global Process Owners and Production Assurance work streams to ensure tool functionality meets business needs.

Environment: JavaScript, Java, Html, CSS, Glide Script, Service Now, Web Services.

InfoTech Pvt Ltd, India July 2014 – June 2015

UI Developer

Responsibilities:

●Interface with Global Process Owners and Production Assurance work streams to ensure tool functionality meets business needs.

●Closely worked with business system analyst to understand the requirements to ensure that right set of UI modules been built.

●Developed all the UI pages using HTML, XUL, DHTML, XSL/XSLT, XHTML, DOM, CSS, JSON, JavaScript, jQuery, Ajax.

●Created XHTML Pages with CSS and the Box Model

●Used advanced level of JQUERY, AJAX, JavaScript, CSS and pure CSS layouts.

●Used JQuery core library functions for the logical implementation part at client side for all the applications.

●Used JQuery to traverse through a DOM tree and manipulated the nodes in the tree.

●Implemented the Drag and Drop functionality using JQuery framework.

●Used JQuery plug-ins for Drag-and- Drop, Widgets, Menus, User Interface and Forms.

●Used GIT for version control system and as a full-fledged repository.

●Involved in developing HTML and JavaScript for client side presentation and data validation on the client side with in the forms.

●Developed Date Time Picker using Object Oriented JavaScript extensively.

●Designed PDF, Excel and Print previews for all the reports in the application using HTML, JavaScript and SQL Stored Procedure.

●Maintain, enhance, and recommend solutions that best suit business and technology needs from UI standpoint.

●Debug the application using Firebug to traverse the documents and manipulated the Nodes using DOM and DOM Functions.

●Involved in developing XUL, HTML, and JavaScript for client side presentation and, data validation on the client side with in the forms.

●Involved in writing application level code to perform client side validation using JQUERY and JavaScript.

●Developed SQL Queries to interact with Oracle database.

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

Environment: HTML, CSS, JavaScript, JQuery, Dreamweaver, AJAX, JSON, MS Office, PL/SQL and GIT.

Hindustan Unilever, India Apr 2012 – June 2014

UI Developer

Responsibilities:

●Design, development, implementation of application based on business requirements.

●Coordination with the clients to understand the business requirements and to get the correct picture of what is to be developed.

●Deciding which components to use which will be the best in terms of functionality and compatibility.

●Working with other members of the team to help them understand the overall requirements which has to be met

●Coordinating with the tester extensively to make sure he/she correctly understands the way the application has to be tested.

●Providing support to the end user to clear out any issues which might arise

●Developed code to call the web service/APIs to fetch the data and populate on the UI using JQUERY/AJAX.

●Coordinating with team members who are working on other modules of the same application to make sure of the smooth execution of the project and there are not conflicts.

●Doing functional testing on the developed application to ensure it meets the standards

●Hot fixing of the issues reported by the testers.

●Writing supporting docs, user stories and test cases for the developed application.

Environment: Sencha CMD, EXT JS, HTML, CSS, REST, AJAX, JavaScript, JSON, WebSphere, Maven, JIRA, IntelliJ, Bitbucket, Sublime, Sourcetree

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