Ravi Teja V

508-***-****

adb0lk@r.postjobfree.com SERVICENOW DEVELOPER

PROFESSIONAL SUMMARY

Over 7 years of experience as a ServiceNow developer with good knowledge in ITIL and implementing various ServiceNow modules like ITSM, ITOM and expertise in service portal.

Designed and implemented REST integrations between service now and other applications where Service now being both web service provider and consumer.

Experienced in Integrating ServiceNow platform with third-party tools & platforms.

Experience in designing and implementing Incident Management, Problem Management, Change Management, Asset Management and service catalog.

Experienced in installation and configuration of different modules of ServiceNow.

Good knowledge of CMDB, Software Asset Management, Hardware Asset Management, business services mapping and configuration item relationships.

Experience in utility methods for creating and managing table relationships in the configuration management database (CMDB) and managing CMDB baselines.

Integrations with CMDB, Incident Management, Change management, Problem Management, User Administration and Single sign-on.

Experience in Implementation of Workflow, Incident Management, Problem Management, Change Management and Service Catalog on various business applications.

Deep functional and technical knowledge of the ServiceNow platform as well as experience in delivering medium to large-scale ServiceNow implementations

Experience in migrating the changes across various environments in ServiceNow using Update-Sets

Experience in Manipulating, Loading and maintaining data between ServiceNow and other systems

Experience in designing, coding and Managing Business Rules, Client Scripts, UI Policies, UI Actions, SLAs in ServiceNow

Hands on experience in Java Script, Angular JS, AJAX, CSS, HTML and Bootstrap.

Strong work experience on Relational database management systems (RDBMS) Oracle and SQL server.

Well versed in developing java script and configuring workflows to implement additional features, customizations and enable the process flows.

Experience with working on UNIX / LINUX, Windows Operating Systems.

Collaborated with team on implementing in Software Life Cycle phases like AGILE and estimating the timelines for projects.

Highly curious and passionate to learn about new technologies and exceptional organizational skills with demonstrated ability of effective management and planning.

Profound Communication and personal skills, excellent presentation skills, effective public speaker and ability to maintain excellent cooperative working relationships with co-workers and Management.

Very good knowledge in GLIDE Server APIs: Glide System, Glide Record and Glide Aggregate.

Developed custom reports.

Good communication Skills.

TECHNICAL SKILLS:

ServiceNow Application Platform

Service Now ITOM (Discovery, Service Mapping, Event Management, Operational Intelligence), ITSM (Incident, Problem, Change Management, Knowledge Management and Asset Management),

SOAP / REST Integrations, ITIL.

Cloud

AWS, Microsoft Azure

SecOps

Splunk, SIEM, Solar winds

Programming languages:

C, HTML, CSS, JavaScript, jQuery, AngularJS, SQL, PL/SQL

Software Methodologies

Agile, scrum, waterfall

Microsoft Tools

MS Office (Excel, Word, Visio, PowerPoint)

Databases

Oracle 10g/11g, MySQL, SQL Server, HP Vertica

Database Tools

SQL Client, TOAD, SQL Developer, Squirrel

EXPERIENCE:

AT&T, Dallas, TX Feb 2019-present

ServiceNow Developer

RESPONSIBILITIES:

Worked on (ITOM) integrated service operation solutions like discovery, event management,

orchestration, operational Intelligence, service mapping and cloud management.

Used ServiceNow discovery to find applications and devices on the network and updated the information in CMBD.

Development of service catalog which includes creating new Catalog items, designing workflows and execution plans.

Development and Implementation of service Watch for Automation of IT operations Management (ITOM).

Expertise in application development, SDLC, and in-depth understanding of Cloud applications, specifically ServiceNow.

Worked with application and infrastructure development projects to harmonize systems with the Cloud solutions architecture.

Customized the out of the box self-service page according to the requirements. The service catalog was replaced with a catalog item giving the users access to create an issue that will go through approval workflow in the customized table.

Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.

Interface extensively with all areas of the organization including Operations and Development.

Hands-on experience with trouble shooting several issues of Service Now integration with Cloud Management.

Monitored the health of business services and infrastructure using an event management console and abruptly respond to the issues.

Used MID Server processes for alert analysis to ensure continuity of business services and performance.

Performs core configuration tasks including system policies, business rules and client scripts.

Created notifications based on user requirements and configured inbound email actions to create incidents or requests.

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

Utilized orchestration to extend workflows to interact with systems and application code outside

Developed appropriate domain architecture and worked on domain separated MSP environment.

Designing Technical Specs pre-development and updated post Development. Developed the business logic based on the requirement.

Created transform maps for importing CMDB data, automatic field service mapping and scripting

Provide on-going technical assistance and software configuration/ customization to include screen tailoring, workflow administration, report set-up, dashboards, data imports, LDAP integration, custom scripting and third party integrations.

Experience in developing of reports required for all Incident, problem, change, knowledge, and asset and configuration management modules in service now.

Developed solutions using JavaScript, Web Services, SOAP, REST, WSDL, XML, LDAP, SSL and other web technologies to integrate ServiceNow with internal/ external systems and tools.

Content Management customized with java scripts for incidents assigned to only restrict users.

ENVIRONMENT: ServiceNow, Workflows, ITOM, ITSM, Service Portal, CMDB, Service Catalogs, Sub flows, Java Script, Web services, AWS, SOAP, REST, XML, HTML.

Dean Health, St. Louis, Missouri Sep2017- Jan 2019

ServiceNow Developer

RESPONSIBILITIES:

Working on Service Mapping Application to discover the business services in the organization.

Building a comprehensive map for all devices, applications and configuration profiles used in these business services.

Using load balancers on the network to identify possible business services and mapping them in bulk, creating multiple business services in a single operation.

Fixing errors like missing credentials or task timeout in bulk and troubleshooting pattern-related mapping errors.

Working on Discovery to find the devices and applications on the network.

Finding the applications and devices on the network and updating the CIs in the CMDB with the data it collects.

Using horizontal discovery for finding devices in the scanning and classification phases and top-down discovery for mapping business services. Using MID Servers to execute the probes and patterns and then return the results back to the instance for processing.

Working on Integration with third party applications and data sources.

Working on Integrations with CMDB, Incident Management, Change management, Problem Management, User Administration and Single sign-on.

Using SOAP, REST or WSDL technologies for integrations and using a MID Server for API and command line integrations.

Designed Front-end Applications using HTML, CSS, AJAX, XML, jQuery and JavaScript.

Developed working prototypes from UI designs for cross-platform devices.

Worked with next-generation technologies like AJAX and jQuery to enable more efficient development and Involved in extensive HTML coding.

Created security roles for strict control of UI elements and functions.

Used ACL's for controlling the security mechanism in Service Now.

Developed and configured Business Rules, Script Includes, UI Policies, UI Actions, Catalog Client Scripts and Client Scripts, Scheduled Jobs, Wizard panels and Wizard Clients scripts, Content item etc.

Customized Incident Management Application.

Created Custom Related List, Dictionary fields.

Created Email Notifications and Inbound Actions.

Environment: ServiceNow, Workflows, Java Script, Web services, XML, HTML.

American Electric, Columbus June 2015-Aug2017

ServiceNow Developer

RESPONSIBILITIES:

Involved in gathering the Business Requirements and Interacted with the Helpdesk users and CRM users to understand the existing functionality, current state processes, tools to get a better view of the Business Processes and functionality to develop and configure the ServiceNow Platform.

Gathered requirements from users for attributes needed to develop Service Catalog items.

Identified and Recommended the ITIL v3 methodologies to deliver technical methodologies around the ServiceNow platform.

Accountable for producing Technical Design Documents that includes application architecture details.

Involved in creating Technical Design Documentation for Migration from existing technologies to ServiceNow.

Worked on various modules of ServiceNow like Incident management, change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.

Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.

Created Web services based on requirement to receive incident and problem tickets from external systems.

Wrote Classifiers and identifiers to direct the discovery tool to gather the information of the configuration items without errors.

Enhanced the existing LDAP integration and modified business rules.

Wrote business rules to avoid empty configuration items to be inserted into CMDB after discovery tool runs a scheduled job.

Created Data Sources for various external applications. Used Import sets and Transform maps to import data into ServiceNow.

Created Update Sets to migrate customizations from one instance to another instance.

Created Email Templates and Email Notifications.

Designed Workflows, along with standard Workflow templates which can be reused.

Supported the team responsible for the implementation and administration of the ServiceNow installation, including managing system configurations.

Gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.

Developed reports as per requirements from management.

Documented all implementations and best practices defined within team.

Created various SLA's as per client requirement with the Incident Management applications.

Environment: ServiceNow, Windows10, Oracle 11g, SQL*Plus, JavaScript, UNIX, Java Script, JSON, jQuery, Web services, SOAP, SQL, XML, HTML, AJAX, Shell scripting, Integrations, Cloud services, ITIL, scrum.

Pyramid Technology Solutions, Hyderabad Jul 2012-Dec 2014

Software Developer

RESPONSIBILITIES:

Gathered requirements and created detailed business and technical specifications.

Involved in Designing, Development and Implementation of CMS (Content Management System) Web Site.

Created customized login pages, search pages with drop down list in search bar.

Developed and implemented various dynamic Web based applications using JSP, Servlets, Java Script, AJAX, HTML and CSS.

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

Used system logs to view information about system activity (i.e. Workflow, Configuration, Transaction, Email, Events and System and Upgrade logs).

Designing, configuring and customizing new applications and modules.

Assisting in troubleshooting Patch / Release Management issues.

Build Reports, Gauges and Home Pages.

Worked on discovery and set up mid servers and check for the connectivity.

Create and use Update Sets to move customizations between systems.

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.

Change module, Incident module, problem module is updated on client’s feedback.

Responsible for Access Control (ACL), security, minor enhancements such as form or Workflow configurations and UAT.

Regression testing of any development.

Experience with Unix, Linux and Windows operating systems.

ENVIRONMENT: JavaScript, HTML, PL/SQL, CSS, JDBC, Tomcat, Eclipse, Oracle 10g, Service now, /XSLT, HTML, JavaScript, SQL developer.

EDUCATION:

Bachelors - TRR college of science and Technology, Hyderabad

Masters. – Harrisburg University of science and Technology, Pennsylvania.

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