Service Management

Venkata Gothumukkala

Email: *******.************@*****.*** Cell: 443-***-****

Summary

Having 5+ years of experience in ServiceNow administration and development.

ServiceNow implementation experience in ITSM modules (Incident, Problem, Change etc.) using Business Rules, Client Scripts, UI Policies, and Data Policies.

Good understanding and knowledge on all phases of the software development life-cycle (SDLC).

Strong Experience in Design, Development, Test Scenarios and Execution of Test cases.

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

Experience in working on the ITIL Process Configuration like Incident and Problem Management, Change Management, Knowledge Management, CMDB, Discovery, Asset Management & Service Catalog Management in Service Now.

Responsible in Service Catalogs, Catalog categories, Catalog Items and Record producers.

Involved in managing system configurations, gathering and documenting user and process requirements, developing workflow customizations, and performing quality assurance testing, user acceptance testing and third-party integration for ServiceNow platform.

Good understanding and hands-on Glide Forms, JavaScript, Records, Scratchpad, Glide AJAX and Glide System used in UI Actions, Business Rules, Client Scripts.

Defined users, groups and roles and providing accessing permissions.

Created Events, Email notifications, Email Templates.

Installing MID Servers and scheduled discovery to find available devices in the network.

Defining and executing the discovery schedules frequently and validating the results.

Identify and troubleshoot the issues related to ServiceNow Discovery and help scans become more productive.

Worked on ServiceNow ITSM solutions to give end to end visibility into ITIL processes and infrastructure through a single system of record.

Worked with Import Sets and Update Sets in ServiceNow.

Used Transform maps to import Data to Configuration Management.

Educational Qualifications

Master of Information Technology Atlantis university, FL

Bachelor of electronics and communication M.V.G.R University, INDIA

Technical Skills

TIL : ITSM, JavaScript, HTML, CSS

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

Methodologies : SDLC - Waterfall, Agile

Database Tools : SQL Client, SQL Developer, Agility workbench

Version Control Tool : CVS, SVN, GitHub

Operating Systems : Windows, UNIX, Solaris

Work Experience

Walmart, Bentonville AR Nov 2019 - Present

Sr.Service now Developer

Roles and Responsibilities:

IT Service Management and IT Infrastructure Library in ServiceNow

Incident management, change management, problem management, configuration management, asset management, and other ServiceNow applications

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

Global and scoped glide components, including GlideRecord, GlideAggegate, GlideSystem, and Glide Date Time.

Worked with Integrating with IT Financial Management to assess applications costs and associated breakdowns.

Develop and track performance metrics; schedule risk and financial performance of assigned portfolio of programs/projects

Hands on Experience on Domain Separation to control several aspects of this separation, including which users can see and access data using ITFM

Workflow configuration, scheduled task, service watch, and other ServiceNow automation and orchestration features.

Using Application Portfolio Management (APM) licensed user and using Financial Management, worked on base system provides with a Business Application Costing cost model that can use to evaluate the cost of your business applications along with its prescribed metrics.

Angular, Bootstrap, Java Scripting, HTML, and CSS

Working with SNOW SME, built and engineer solutions that add value to the IT Service Management organization

Implementation of ServiceNow core modules and applications

Performs day-to-day, after-hours, tactical, and strategic efforts associated with ServiceNow

UCOP, Oakland, CA Jan 2019 – Nov 2019

Service now Admin/Developer

Roles and Responsibilities:

Customizing the forms and lists of Incident and Problem Management tables.

Creation of Incidents and Service Requests for supported applications. First point analysis on tickets and assigning them to service line based on scope.

Worked on Seeded IT Shared Services for ITFM like Database, Network It Management and End User Compute

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

Experienced with Web services including REST API integrations with various authentication options/techniques.

Worked on IT Financial Management application to allocate, track, and report on expenses in your organization.

worked on base system provides with a Business Application Costing cost model that can use to evaluate the cost of your business applications along with its prescribed metrics Using Application Portfolio Management (APM).

Supported the team responsible for the implementation and administration of the Service Now installation, including managing system configurations, gathering and documented user and process requirements, developing workflow customizations, and performing quality assurance testing and user acceptance testing

To load the bulk of Data into Service Now by using import sets.

Experience on generating reports for cost models, Fiscal Period, Financial reports and dashboards using IT Financial Management

Involved in associating users to groups, roles and Delegate roles to group member.

Developed client scripts, business rules, UI policies, UI Actions and catalog client scripts as per business requirement.

Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases.

Responsible in Service Catalogs, Catalog categories and Record producers.

Developed record producers to create incidents as per business requirement.

Created and scheduled reports as per customer needs.

Created SLAs as per the business requirement and maintained Schedules as per the organization business.

Maintained dev instance and prod instance in sync.

EView Technology, Raleigh, NC Nov 2016 –Dec 2018

ServiceNow Admin/Developer

Roles and Responsibilities:

Re-designed high availability agent-less discovery architecture.

Integrated third-party applications and data sources to collect additional configuration information.

Created custom probes and sensors to explore any IP-enabled devices and can use simple process classifiers to discover running processes.

Discovers LPAR Resource Host & Network resources on the z/OS (CPC, LPAR, CPU, Sysplex, Subsystems, TCPIP/IP configuration, DB2 Subsystems, MQ Managers, CICS Regions, IMS Subsystems, etc.)

Seamless Integration with IBM Mainframes to discover CI and CI’s relationship and all desired information was stored in CMDB in Service Now Instance

Used to extend the out-of-the-box discovery capabilities of ServiceNow Discovery to discover z/OS based mainframes.

MID Server has been deployed in the customer’s internal network and have access to the windows host running the Client.

Build a Custom Application and published in ServiceNow Store.

The ECC Queue record contains information about a command either sent to or received from the MID Server. From MID server to instance the Queue is input and from instance to MID Server the Queue is output. The discovered CI’s populated in CMDB List.

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

Identify issues related to ServiceNow Discovery, troubleshoot and resolve them to help scans become more productive.

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.

Setup and manage Discovery setup for the available subnets/IP ranges in the network.

Integrated with Active Directory using LDAP for authentication and Loaded users, groups and roles into Service Now.

Created various workflows for Incident Management, Change Management, Service Requests and SLA's.

Created Buttons and context menus both on form and lists using UI actions

Designed many email templates by using html and jelly scripting and used them in notifications

Using process classification allows Discovery to create a particular CI type from information gathered during the identification and exploration phases.

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

Imported many CI's using import set tables

Created data sources and loaded the Service-Now tables with different data formats.

Environment: Discovery, CMDB, Kingston and Jakarta versions, Workflows, JavaScript, PowerShell, Custom probes and Sensors, Active Directory and MID Server Setup, Discovery pattern.

Neo App Solutions, Hyderabad Jan 2014– Dec 2015

ServiceNow Admin

Roles and Responsibilities:

Performed Project Scoping, Organization and Management including Business and IT Requirements.

Created functional and technical specifications documents for various Service Now modules.

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

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

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

Configured multiple forms for Asset module using Configuration Management Database.

Worked on end-to-end implementation of CTI Integrations, Supported the team with the work flow of the integrations.

Created the UI pages to use them in catalog items, Implemented using UI scripts.

Wrote Catalog client scripts and UI policies to make client side changes.

Worked on order guides, to arrange them in sequential order to make the user comfortable while raising a request.

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

Established and maintained effective communications with customers, other technology specialists, and vendors about services.

Discussed the business requirements with End clients and documenting them into process requests.

Built forms from scratch along with advances customizations at the level of UIMacros/UI page as per the complex requirements.

Created a lot of clients scripts/UI policies also with a lot of high-level customizations like attaching a custom event and DOM-injection with JQuery and Prototype.

Created many standard workflows which are being re-used and propagated and handled many custom events.

Good knowledge on Single Sign on and event based integrations.

Set up Configuration Management from scratch defining the CI classes and their relationships.

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

Created generalized framework for repeating problems and incidents.

Created scheduled tasks, monitoring the ticket queues and generating statistics.

Checked the change management document and verify the changes.

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