Service Project

Mr. Bharath Musku

Email ID – *******.*****@*****.***

Mobile - +1-816-***-****

Summary

An ambitious and optimistic Engineer with over 4+ years of hands on experience in the IT industry, involved in providing ITIL and IT Service Management Solutions in IT Infrastructure with expertise in the ITSM suite (Service-Now)

Experience in implementation and testing ServiceNow solutions

Worked on several versions of ServiceNow, i.e. on Geneva, Jakarta, Kingston, London

Understanding of IT service management (ITSM) and the ITIL business process. Maintain service level agreement (SLA) and monitor an SLA workflow

Strong skill set in the Service Now suite development including SOAP/REST integration, Web services, Discovery, Workflow, and CMDB

Experienced in challenging environments requiring direct customer interaction, deadline driven real time project

Ability to communicate and interact effectively with the business users/customers to gather requirements and provide solutions

Experience in Application Architecture, Analysis, Technical Design, Development, Implementation, Performance Tuning, Testing, Configuration Management.

Flair for exploring new technologies

Certifications

1.

Servicenow Admin

2.

ITIL V3

Development and Configuration skills in ServiceNow

Scripting, Customization, Implementation and Integration Knowledge in ServiceNow

Have exposure on ITSM, ITOM, ITAM, Integrations and Service portal

Knowledge on Service Catalog, Workflow, Transform Maps and Web Services (SOAP, REST and Scripted Web Services), Discovery, Mapping, SAM, Asset Management, Widgets, Pages

Experience on Server Side Scripting such as Script Includes, Business Rules, Scheduled Jobs and Client Side Scripting along with hands on Angular and jelly in UI pages and Service Portal

Have experience working on UI Macro, widgets and UI pages

Movement of Update Set from Development to Production instance

Have been a part of cloning team as well for excluding and preserving essential data and properties

Have been a part of several integrations like LDAP via MID server, SCCM integration, Aptio integration and Rubrik integration

Experience in Production Support as first line support, second line support in resolving ticket defects and change requests raised on various applications.

Defining the process for each service request. Creating schedule tasks, monitoring the ticket queues and generating statistics.

Technical Skills

Programming Languages

JavaScript, Angular, Jelly

Databases

Oracle

Tools & Packages

Service Now

Project 1 Details

Organization

Adidas

Tool/Technology Used

ServiceNow

Java Script

Project Details

Working on Support tasks and Catalog items (forms)

Duration of the Project

September 2018 to till date

Responsibilities

Responsible for Implementing, Customizing and Maintaining of ITIL modules such as Incident, Problem, Change, Service Catalog, Knowledge.

Creating and maintain Catalog Items in Service Catalog.

Building Backend logics and scripts to automate process.

Managing and Developing Configuration Management Database (CMDB).

Resolving typical user access and roles issues by checking active Directory and user table.

Responsible for designing, analyzing and developing business application which involved customization and workflow administration, custom script using java script and script include.

Develop custom integration components (SSO, LDAP, etc.) and integrate legacy systems with ServiceNow using mid-server, web services, email, and other relevant technologies.

Resolving typical User's access and role issues by checking the active directory and user table.

Customized UI Appearance for Problem and Change Management Application which is simple, intuitive and easy to use.

Built reports, Workflows, data imports for Incident, Problem, Service Request, and Change ServiceNow modules.

Configured new Business Rules/Script Includes/Client catalog script/Client Script using JavaScript.

Used Angular JS and Jelly scripts for developing UI Macros.

Also working on CMDB Configuration Items(CI's), CI relations and Clustering of MID Servers.

Populating the CIs (Configuration Items) and configuring the CI relations in CMDB

Configured schedule jobs to run scripts, generate reports, and automate distribution. Involve in design, development, administration, and deployment of Service-Now. Ability to handle incidents within SLA terms

Project 2 Details

Organization

Boyd Gaming

Tool/Technology Used

ServiceNow

Java Script

Project Details

Mainly worked on integrations

Duration of the Project

April 2018 August 2018

Responsibilities

Implemented Aptio integration with ServiceNow

Successfully integrated ServiceNow with Rubrik

Provided customized solutions to a number of Stories assigned

Documented all implementations and best practices defined within team

User Administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLA's, Reporting etc.

Project 3 Details

Organization

PAHO

Tool/Technology Used

ServiceNow

Java Script

Project Details

Worked on Service Portal, Integrations and a number of enhancements along with Discovery and Service Mapping

Duration of the Project

January 2017 to March 2018

Responsibilities

Implemented Discovery and Service Mapping from scratch

Integrated with Remedy to get all the incidents from Remedy to ServiceNow

Created a custom application ADSC, which was moved to Service Portal

Upgraded ServiceNow instances

Implemented SCOM integration with Email Inbound Action

Incorporated the coding standards and best practices

Took care of preservance data and excludes during cloning

Took various catalog items and custom applications to Service Portal

Experience in updating the CMDB CI's with Probes and Sensors using DISCOVERY

Created suggested relationships for configuration items in CMDB

Project 4 Details

Organization

Accenture

Tool/Technology Used

ServiceNow

Java Script

Project Details

Worked for different clients as snow admin, developer and have implemented a number of projects all alone

Duration of the Project

May 2013 to July 2015

Responsibilities

• Started with implementing L1 tasks that include user and group administration, fetching reports, taking care of schedule jobs, and analyzing issues at different levels

• Worked on a number of enhancement stories wherein got to work on Workflows, Script Includes, Client scripts, UI policy, Business Rules, Schedule Jobs

• Implemented a number of solutions for Software Asset Management

• Took care of LDAP integration in case of any issues

• Incorporating the coding standards and best practices in the implementation

• Incorporate enhancements/modifications in the process as per the requirement of client

• Create SDLC for every change client wants

• Implemented number of custom scoped and global applications

Achievements/Extra Curricular Activities

Have been a part of “Knowledge Sharing Team” where we create interactive slides to deliver knowledge about the features of latest version of ServiceNow in attractive manner to our team.

Organized events on Business Unit Level which includes fun events and knowledge sharing.

Educational Qualifications

Degree

University/ Board

Year of Passing

GPA

M.S. (Computer & IS)

Southern Arkansas University

May 2017

3.6/4.0

Bachelor’s in Electrical and Electronics Engineering

Kamala Institute of Technology and Science

May 2013

61.71%

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