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ServiceNow Developer / Admin

Location:
United States
Posted:
April 29, 2020

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Resume:

REDDY MANTRALA

(E-Mail) adc0qg@r.postjobfree.com

(Cell) 773-***-****

ServiceNow Developer

PROFESSIONAL SUMMARY

Overall 6+ years of professional IT experience and 5+ years of experience in ServiceNow platform as both Developer and Administrator.

Integration Analyst responsible for Systems Engineering, Designing, Developing, Testing, and implementing specifications provided by the client.

Experience in Monitoring tools, Bridge calls, Outage Communication, Business Impact Analysis, IT Service Continuity Management, and SLA Management.

Experience in designing, developing, customizing & administering ITSM suite of applications.

Experience in debugging and troubleshooting the existing codes.

Excellent knowledge on hand-coded HTML, CSS, JavaScript, JavaScript/UI libraries and their use in implementing AJAX solutions.

Experience in performance tuning of Service-Now Setups and widget creations for service portal.

Supported the IT team responsible for the implementation and administration of the ServiceNow implementation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations.

Knowledge in object-oriented analysis design and application development.

Experience in creating Portfolio in Eureka and Fuji release.

Good understanding of Helpdesk / Service Desk, Change Management, Asset Management, Change Tasking, Service Level Agreement and Service Request Management.

Strong analytical and problem-solving skills and the ability to interpret and communicate facts and data.

Experience in working with Content Management System (CMS) and Self-Service portal using Jelly Script and UI Macros.

Customized Service Portal, CMS using widget editor tool and provided support.

Worked extensively with Eclipse, Android Studio, and Visual Studio.

Experienced Mobile / Android Developer who designed and developed consumer application for Android mobile devices with extensive user interface development.

Proficiency in developing and design of mobile and embedded technologies on mobile platform, Android with SDK version from 2.3 to 4.2 and application development in Android NDK.

Good understanding in End user requirement analysis, Android OS, interactive application development and full Software Development Life Cycle (SDLC).

Good Knowledge of ITIL and ITSM best practices.

Good Understanding in gathering Systems Requirements Analysis, Design, Coding, Testing, Implementation and Documentation.

Incident Management where issues of high critical Infrastructure and Applications in production environment were facilitated with escalations, outage communications, and bridge calls management targeting restoration of services the sooner. Monitoring tools are leveraged to detect most of the incidents.

Problem Management where recurring issues are ticketed and discussed in the global meetings in regular intervals for enriched permanent solution.

Change Management where the configuration items’ (CIs) change request are approved after understanding the business impact, operation hours, duration of the change and reason for the change.

Business Continuity Plan / Disaster Recovery Plan has been an innovative setup after understanding the criticality and 24X7X365 availability of the team. This included lot of wisdom on ITIL like BIA, ITSCM, Maintenance and Monitoring, etc.

Knowledge Management/Document Management which contains SOPs for Incident Identification, Resolution, and Escalation Contacts etc. are maintained with 100% availability of the documents upon regular audits.

Excellent communication, analytical, leadership and project management skills.

EDUCATION

Master of Science and Engineering

Bachelor’s from JNTUH, 2009 to 2013

TECHNICAL SKILLS

Languages : Java, HTML, CSS, XML, SQL, VB.NET

Application Servers : Web Logic Server, IBM Web Sphere and Java Web Server

Web Technologies : JavaScript, JSON, AngularJS, Agile.

ITSM Tools : ServiceNow, ITSM Suite

IDE : Eclipse 3.x, Android Studio, Microsoft Visio 2007.

ServiceNow Modules : Incident Management, Change Management, Problem

Management, Service Catalog, Service Level Management, CMDB,

Data Loading, Start Now, Web Services.

Databases : DB2, SQL server, MS-Access, MySQL.

Project Tools/Applications : All MS Office suites (incl. 2003), MS Exchange & Outlook, Citrix

Client, MS Internet Explorer, Firefox, Chrome, Apache.

Operating System : Windows Client (7, Vista, XP – Pro, 2000, etc.), Windows Server

(NT, 2000, 2003, 2008), Mac OS-X.

PROFESSIONAL EXPERIENCE

SERVICENOW DEVELOPER / ADMIN

UC Davis Health Systems, Sacramento, California.

Duration: July 2019 – Till date

Responsibilities:

Involved in analysis of end user requirements and business rules based on given documentation and worked closely with tech leads and Business analysts in understanding the current ServiceNow system.

Involved in coding the Business Rules (Server-Side Scripting), Client Scripts (Client-Side Scripting), Script includes in the ServiceNow

Created Configuration items (CI), service catalog for service portals.

Created Service Portal pages for the applications as per business requirements.

Worked on business requirements and technical specifications for ITSM platform.

Understanding and representing your customer’s needs as part of providing IT services that meet or exceed those business needs.

Good troubleshooting, Log review and debug Skills.

Responsible for the optimal operation of our environment by actively investigating issues and solving problems before they occur.

Worked with ITSM team members, internal customers, and external partners to design, develop, configure, test, document, and deploy new functionality and fix existing issues.

Updated & maintained a comprehensive testing protocol for Service-now instance upgrades with the purpose of certifying all applications for use after the upgrade completes.

Escalated performance issues, unresolvable incidents and service interruptions to Service-now technical support. Creates and updates incident records in Service-now’s tracking system.

Gave access to end users to submit requests from Service Portal page.

Created categories, sub-categories, items for the application and used them in Portal page.

Database view, scripted REST API, inbound and outbound API, UI scripts, business rules, widget, and other ServiceNow Applications.

Involved in PPM enhancements and integrated with various modules. Customized widgets to view and maintain the widgets.

Supported implementation and provides requested enhancements to PPM implementation.

Used Waterfall process, peer programming, and implemented tasks within the planned time.

Worked on Incident, Problem and Change Tasks.

Worked on EPIC project for University of California.

Created Catalog items and Categories for Service Portal.

Created flow designer flows for the epic catalog items.

Created Flow Designer Flows for catalog items.

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

Technologies: Java Script, Service Portal, Widgets, Angular JS, Discovery, Active Directory, Incident Management, Change Management.

SERVICENOW DEVELOPER / ADMIN

Kaiser Permanente, Pleasanton, California.

Duration: November 2018 – June 2019

Responsibilities:

Involved in analysis of end user requirements and business rules based on given documentation and worked closely with tech leads and Business analysts in understanding the current ServiceNow system.

Worked on the things relating to ServiceNow: Discovery, Automation, CMDB populate Security & Roles.

Worked on configuring customizing and enhancing project portfolio management PPM module and integrated with user interface to ServiceNow.

Maintained and administered the implemented instance of ServiceNow and performed tasks such as Configuring Users, company, site, location and other existing fields, Support Groups, assignment rules, categorizations, CI data, SLA etc.

Created new jobs, indicators, breakdowns, widgets and dashboards.

Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, and HTML5.

Performed QA testing and UAT testing

Developed, maintained and published documentation regarding use of Service Now enhancements

Applied knowledge of technical components such as LDAP, SSL and cloud-based technology

Configured User Accounts, Groups & Roles

Used the UI to administer Tables, Fields and Relationships

Hands on development of dashboards, widgets, indicators & breakdowns and partnering with ServiceNow Application Development teams as required.

Established Asset Management controls for Hosting Managed Services Business units.

Created Configuration items (CI), service catalog for service portals.

Developed new service catalog items and fixed bugs in incident, problem and change management.

Worked with Orchestration which enables an IT organization to automate complex tasks on remote computers reliably and quickly, with best practices every time.

Responsible for developing and managing application code, user interface, and third-party integration components in all stages of the CMDB development projects (i.e. definition, development, deployment).

Managed development of solutions to migrate and integrate disparate data to an enterprise CMDB.

Used JIRA tool for tracking stories progress and follow agile methodology.

Performed ServiceNow admin activities, which involves group and user administration.

Worked on migration between environments in ServiceNow using Update Sets.

Technologies: Automated Test Framework, ServiceNow, UI policy, Service Portal, Widgets Business Rules, Webservices, JavaScript, UI Action, Angular JS.

SERVICENOW DEVELOPER / ADMIN

Springfield Clinic, Springfield, Illinois.

Duration: August 2015 – September 2018

Responsibilities:

Involved in analysis of end user requirements and business rules based on given documentation and worked closely with tech leads and Business analysts in understanding the current ServiceNow system.

Involved in coding the Business Rules (Server-Side Scripting), Client Scripts (Client-Side Scripting), Script includes in the ServiceNow

Maintained and administered the implemented instance of ServiceNow and performed tasks such as Configuring Users, company, site, location and other existing fields, Support Groups, assignment rules, categorizations, CI data, SLA etc.

Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.

Involved in creation of custom Widgets using Angular JS for the Service Portal.

Involved in Requirements gathering, Designing, Development and Implementation of CMS.

Worked on Content Management System (CMS) using Jelly Script and UI Macros.

Documented Configuration Management System (CMS) and Configuration Management Databases (CMDB) to plan installation of suitable tools and procedures.

Supported and created an Access Control rule (ACL).

Involved in Designing, Development and Implementation of Service Portal.

Designed a portal, to provide end users ease of access while creating requests

Involved in development of several UI Pages and service portal and HR portal.

Experience in running HR reports to view the status of HR cases, track them, and intervene where required, to improve overall efficiency and effectiveness.

Created Service Portal pages for the applications as per business requirements.

Worked on business requirements and technical specifications for ITSM platform.

Gave access to end users to submit requests from Service Portal page.

Created categories, sub-categories, items for the application and used them in Portal page.

Worked with team as junior developer to understand OKTA integrated configurations SSO using SAML 2.0 version project environment.

Created and utilized Update Sets to move all the work from one instance to another.

Maintained and administered the implemented instance of Service Now and performed tasks such as Configuring Users, company, site, location and other existing fields, support Group, assignment rules, categorization, CI data, SLA etc.,

Worked on creating project templates and roll up calculations for tasks and sub tasks using Project Portfolio Management module.

Created schedules, reports, and monitor performance of Service-Now.

Created new Business Rules/Script Includes/Client catalog script/Client Script.

Creating Knowledge articles to document the steps in creating the catalog items.

Sr. Developer for Service Catalog, rating systems, Service Requests configurations, AD Integration using SAML, Integration of federated CMDB through ServiceNow Mid-Server technologies.

Development of Service catalog which includes creating new catalog items, HR case module, designing workflows and execution plans.

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

Worked on service catalog in introducing new Catalog items based on the client’s requirement.

Experience working with the workflows using Service Now workflow Editor.

Experience with Web Services integrations and with web services via APIs and worked on Active Directory, LDAP, JAVASCRIPT, AJAX, CSS, XML, HTML and UNIX.

Worked on ServiceNow Discovery tool to identify IP-enabled configuration items (CIs), map their interdependencies, and populate them in the CMDB.

Installed MID Servers on remote desktop and conducted tests required for Discovery.

Used data sources to migrate the data from excel sheets to Service-Now through transform maps.

Created Workflows, Sub flows and Tables both on Fuji and Geneva.

Managed inbound and outbound notifications in Fuji and Geneva.

Written script includes and invoked them in business rules and client scripts.

Creation of update sets, export the update sets, retrieve the update sets.

Imported Active Directory to Service now using data sources.

Done integration with 3rd party tools using (Web services, SOAP, Email, MID server).

Technologies: CMDB, ServiceNow Fuji/Geneva, CSS, Java Script, HTML, Discovery, JSON, jQuery, Angular JS, SOAP, AJAX, SCRUM, ITIL.

SERVICENOW DEVELOPER

Sirisha Solutions, Hyderabad, India

Duration: November 2014 – March 2015

Responsibilities:

Responsible for day to day management within the platform.

Enhancements and development in Incident Management, Request Management and Service Catalog Management.

Developing ServiceNow applications from Business Requirements and technical design documents.

Maintained Service Level Agreement (SLA) and monitor an SLA workflow.

Created knowledge articles to document the steps in creating the catalog item.

Built ServiceNow forms from scratch along with advance customizations at the level of UI Macros/ UI Pages as per the complex requirements.

Created many Business Rules using the Glide Record operations.

Created Catalog client scripts and UI policies to make client-side changes.

Created UI pages to use them in Catalog items, implemented using UI scripts.

Managed intake and requirements gathering for corporate wide ServiceNow Instance.

Implemented, documented and maintained the ServiceNow platform to meet specific business needs to support ITIL and business processes.

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

Used SCRUM/Agile development methodology.

Wrote SQL queries to query data from database.

Manage and coordinate activities during the overall ticket life cycle in Incident and Problem Management.

Involved in providing the design solution, technical methodologies and processes solution to meet the customer requirements.

Technologies: ServiceNow, UI policy, Business Rules, Webservices, JavaScript, HTML, CSS,

MS SQL Server, MS Word

ANDROID DEVELOPER

HIGHBROW Interactive, Chennai, India

Duration: November 2013 – October 2014

Responsibilities:

Worked closely with UI design team to ensure proper translation of design requirements.

Used different UI elements, adapted the application for different screen size devices.

Implemented fragments, custom views and adapter for displaying equipment details.

Implemented SQLite database to store user profile and parsed XML data.

Implemented multithreading for updating user data.

Supported to design and develop user feedback form.

Developed code in Eclipse.

Created test cases and test data for testing the application using JUnit.

Performed Unit testing on the various modules to ensure the basic test coverage.

Used JIRA for new requirements, issues, bug tracking and project planning.

Tested the app in different devices to assure quality and performance.

Participated on the decision-making process for selecting the appropriate technologies for the project based on requirements and the user’s needs.

Dalvik Debug Monitor Server (DDMS) for debugging and testing

Used Agile process, peer programming, and implemented tasks within the planned sprints.

Designed the Mobile web page that can be reused by other native applications. The communication made between native and Webpage by JSON.

Used RESTful web services to GET and PUT data from the server with Http client.

Experience in XML-based messaging; web services connectivity.

Used JSON parser to populate the list items.

Used AsyncTask for reading tweets from the server using twitter4j API.

Used Shared Preferences to save user settings and UI configuration.

Technologies: Android SDK 2.2, SQLite 3.6, Eclipse IDE 3.5, Android API's, RESTFUL Web service, DOM, JDK 1.6, XML, JSON, HTML, CSS, GPS service, Windows 7, GIT (version control), DDMS console, ADB server, emulator.



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