PROFESSIONAL SUMMARY

* ***** ** ***** ** experience in software development in Servicenow platform as a developer and administrator.

Overall responsibility, including management, maintenance, upgrades, and improvements for IT Service Management application((ITSM)(Servicenow) and underlying ITIL Processes.

Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions. Configured Service Now discovery and orchestration.

Created, Developed and implemented HR cases for automated HR processes, such as employee onboarding and offboarding

Good understanding and knowledge on all phases of the software development life-cycle (SDLC) and familiar with methodologies like Waterfall, Agile/Scrum.

Gathering business requirement from client and mold in to technical aspects.

Knowledge of SQL server queries. Implement Incident Management, Request Management, Change Management.

Proven experience in working with wide variety of ITIL tools like BMC Remedy and various Service Now modules, CMDB, ITIL tools, integrations within complex ITSM environment.

Configured security rules and policies specific to each domain / company data.

Expertise in Java script, debugging, optimizing the performance and working of Client Scripts, Catalog Client Scripts, Server Side Scripting, UI scripts and UI Policies.

Good knowledge in Business rules, activate plugins, manage data with tables, Import sets and Update sets, Control system access and data security, Control access to the application and its records.

Hands on experience on various Servicenow Modules like Service Catalog, Incident, Problem, Change Management, SCRUM, Configuration Management Database, Asset, Knowledge, Release, Content Management, SLA, ACL’s, Reporting and Integration with Web Services.

Hands on experience Dublin, Fuji, Geneva, Helsinki and worked on upgrading Helsinki to Istanbul.

Knowledge in Design and development of CMDB (Configuration Management) in Servicenow.

Script Includes by using Glide Form, Glide System and Glide Record objects used by several other important objects. Facilitating rollout of new applications and modules.

Server Side Script’s Business Rule, Script Include, Processors. REST API, Table API’s, SOAP web services. MID server Integrations. Background scripts. Task relationship, many-to-many, one too many. Reports customization, Database views.

Involved in Several Uprades in Servicenow.

Working with off shore Team’s and co-ordinating with them on daily basis

TECHNICAL SKILLS

ITIL: ITSM, Service Now, JavaScript, HTML, CSS, Bootstrap, Angular JS

Programming Languages: C, C++, Java, SQL, PL/SQL

Scripting Language: JavaScript, HTML, CSS, Ajax, XML

Database: Oracle 10g, MySQL, DB2

Software Methodologies: SDLC, Waterfall, Agile, XP, Scrum

Database Tools: SQL Client, TOAD, SQL Developer

ALMA MATER

Rivier University in Nashua, NH December 2016

Master’s in computer information systems. (CGPA 3.2/4)

KL University, Guntur, India

Bachelors in Electrical and Electronics Engineering (CGPA 6.5/10) May 2014

PROFESSIONAL EXPERIENCE

Client: Nissan Data Center, Englewood, CO July 2018 – Till Date

Role: ServiceNow App Developer/Admin

Project Description:

Mmeber of ITSM Tools Integration & Support team, responsible for managing and supporting the ITSM tools that enable and enhance the delivery of Service Management processes and services.

Responsibilities:

Providing production support (break-fix), enhancement, and new-development support for the ServiceNow platform, such as functions, modules, applications, and interfaces.

Developing and updating the ITSM tools architecture, road map, and strategy, to ensure that future business needs can be met with appropriate tools and technologies.

Ensuring the integrity of ServiceNow core data by working with different NNA (Nissan North America) IS functions and vendor partners on bi-directional data exchange among different data sources to/from ServiceNow.

Managing ServiceNow APIs with different systems through appropriate technical design, development, and maintenance of APIs.

Serving as the technical Developer Consultant and contact for any ITSM tools integrations to support service management and operations.

Developed HR service management portal as per business requirements using JavaScript, HTML, CSS and Jelly script.

Created Procedure guidelines used in supporting Technology and Application issues. Created HR cases for employees to record the processing of HR requests, such as a request from an employee for a leave of absence.

Working closely with ITSM Plan, Build, Deliver and Run teams, as well as other SIM(Service Integration Management) teams, to ensure appropriate design is obtained and transition for development, and to ensure the new or enhanced functions are appropriately tested before moving into production.

Have Good Knowledge on Incident, Change and Problems modules and Request Management.

Working with Service Catalogs, workflows and monitoring Incidents day to day is one of the major responsibilities.

Working with Change Module and attending CAB/TAB (Change Advisory Board) Meetings for the approval of our teams work is a part of my job

Day-to-Day Work Includes all the development works like Service Catalogs, Incidents, Weekly Maintenance Enhance requests(in JAD Session) and product backlogs.

Following up with HI-Tickets with Servicenow Support to provide clear information about the existed problem.

Experienced in Integration with third party tools and fixed the transfer of attachments for the Incidents.Worked on SOAP Integration with DXC and ATOS and REST integration with Jira for transfer of tickets.

Designed and implemented new functionality using Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions,

Script Includes, and Access controlled lists (ACL’s).

Involved in 3 Upgrade Processes namely Kingston to Jakartha, Jakartha to Madrid and Madrid to Newyork.

Participated in Grooming Sessions and sized the Stories based on complexity of the Stories.

Developed Scheduled Reports as per business requirements from Management and users.

Worked on ATF(Automated Test Framework) To Test Service catalogs and other modules, which are feasible to test Via ATF in servicenow.

Created Update Sets in Development Instance To Capture Customizations from Dev to Test(UAT) and to Production Instance.

Responsible to Oversee The Removal of ITIL Roles for the inactive users every month from the System, as Part of the License clean up.

Made Basic Configuration changes to the UI Using Branding Editor and other components of Service Portal. Edited and extended portals, pages and widgets.

Environment: Agile/Scrum, ServiceNow,Service Portal, XML, SQL, HTML, Angular JS, SOAP, REST, PPM, JavaScript, Incident Management, Change Management, Jelly Scripting, SCCM, Windows 7.

Client: Northern Trust, Chicago, IL Mar 2017 – June 2018

Role: ServiceNow Developer

Project Description:

Maintaining and updating the database with new customer information. Involved in enhancing and modifying the web page configuration and content in accordance to the business needs. Integrations with other systems and tools and supervised upgrades.

Responsibilities:

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

Having knowledge on Software Development Life Cycle (SDLC), Project Management Principles and providing end-to-end ITSM, ITOM solutions using Service Now

Develop / Configure workflows, forms, and underlying logic using SCRUM / Agile methodologies

Imported Configuration Items (CI) from third party applications using import set tables.

Involved in migration between various Service-Now instances using Update Sets.

Loaded assets into SNOW from third party system using Web Services and Import Sets.

Involved in customizing the forms for the Incident, Change and Problem Management ITIL processes.

Involved in providing production support for service catalog, incident, problem, change, release, deployment, and task and knowledge management modules in ServiceNow platform.

Access Automation using REST Integration and Scripted Web Services.

Responsible for designing, analyzing, and developing business application which involved customization and work flow administration, data imports, custom scripting using java script.

Created custom tables, based on business needs.

Worked on Email Notification, Reports and Database views.

Checking MID server health and monitoring ECC queue.

The objectives of PPM are to determine the optimal resource mix for delivery and to schedule activities to best achieve an organization’s operational and financial goals.

Prioritize the right projects and programs PPM can guide decision-makers to strategically prioritize, plan, and control enterprise portfolios.

Responsible for creating various workflows for Incident Management, Change Management, Problem Management, Service Requests and SLA's.

During development, worked with JavaScript, XML to create front-end and back-end components such as forms, buttons, views, pages, business rules and workflows.

Worked on integrating ServiceNow with external SOAP and REST based web services.

Customized Helsinki Service Portal and powered those using Angular JS and Jelly Scripting.

Development of Service catalog - catalog items, designing workflows and execution plans.

Excellent knowledge on code migration between various ServiceNow environments using Update Sets.

Worked on CMDB and populated the CMDB by importing the data of IT assets into the system, centralizing the information.

Responsible for the acceptance, identification, storage, and withdrawal of all supported CIs.

Responsible for ensuring that all the CIs are registered, and these records are correct and up to date.

Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record.

Created/Update Sets to migrate customizations from Development instance to Test, UAT and Production Instances.

Played a significant role in developing policies and processes related all areas of the software asset lifecycle and defined strategies for managing and optimizing software asset usage.

Creating custom UI pages using Jelly scripting in ServiceNow.

Environment: Agile/Scrum, ServiceNow, XML, SQL, DISCOVERY, HTML, Angular JS, SOAP, REST, PPM, JavaScript, Incident Management, Change Management, Problem Management, Jelly Scripting, SCCM, Windows 7

Client: Chevron, Cary April 2016 - Feb 2017

Role: ServiceNow Developer/Administrator

Responsibilities:

Expertise on implementing end-to-end Incident Management, Configuration & Asset Management, Change Management, Release Management, Service Catalog Management.

Used the development tools provided in Widget Editor to write AngularJS, CSS, and JavaScript to power a portal.

Built catalog items from scratch along with advances customizations as per the complex requirements.

Configured and executed client’s scripts/UI policies.

Integrating Service catalog module with third party application tools using Web Services and fixing the issues which come up while the tools are getting interacted.

Expertise on creation of workflows for Service Catalog items in ServiceNow.

Responsible for the ServiceNow tool administration module and creating new Users, Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules.

Created many scripts which include Business rules for server-side scripting.

Worked extensively on LDAP integrations. Very good understanding of Integration with various network protocols.

Good knowledge on Single Sign on and event-based integrations.

Configured and maintained BMC Remedy Foundation Data

Integrated BMC Remedy with External systems using web services.

Perform ServiceNow implementation tasks including configuration, integration, custom programming.

Setup MID Server used by DISCOVERY and troubleshooting problems with the tool configurations.

To set up Configuration Management and defining the CI classes and their relationships.

Used data Sources & web integrations for setting up the configuration database in ServiceNow.

Created complex transform scripts in transforming the data into the SNOW database.

Excellent knowledge on setting up the Change Management along with advanced customizations for Risk Assessment Calculator on a script includes level.

Worked on integrating ServiceNow with external SOAP web services.

Played a significant role in developing policies and processes related all areas of the software asset lifecycle and defined strategies for managing and optimizing software asset usage.

Implemented Single Sign On (SSO) using SAML 2.0

Configuring SLA’s and Reports. Defining the process for each service request.

Creating scheduled jobs/tasks, monitoring ticket queues and generating reports/ statistics. Working knowledge of Knowledge base articles, incidents, CMDB and dictionaries.

Creating catalogue items, workflows, inbound emails actions and update sets for service requests.

Check the change management document and verify the changes. Assist in Release Management during product and patch releases.

Provide training sessions on ticketing tools, reporting and data entry. Developed UI Actions, script includes and Business rules for overall platform.

Following up with clients, interacting with end users on process requests, user training etc.

Environment: Agile/Scrum, ServiceNow, XML, DISCOVERY, HTML, AngularJS, SOAP, Release Management Asset Management, Incident Management, Problem Management, JavaScript, Windows 7

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