Rewanth Reddy R

E-Mail: add791@r.postjobfree.com

Mobile#: +1-603-***-****

PROFILE:

Having extensive IT experience in all the SDLC phases including requirement analysis, design, development, testing and implementation of IT Infrastructure Library using ServiceNow and IBM Maximo/SCCD platforms. With good hands on experience as a ServiceNow Developer in Configuring, Administering, Scripting, Customization, Deployment, Service Portal, SAM Pro and Integrations of the ServiceNow ITSM platform.

Professional Summary:

Certified ServiceNow Admin, Developer and Implementation specialist with 8+ years of experience as an IT professional with 5 years of experience in ServiceNow Analysis, Development, Maintenance, Support and Administration.

Experience in ITSM Suite of applications using ITIL V3.

Wide range of implementation experience with many global clients in the ServiceNow suite development including SOAP/REST integration, Discovery, Service Catalogs, Business Rules, Update sets, Workflow, ServiceNow Upgrades.

Working experience of various phases of Software Development Life Cycle (SDLC) such as Design, Code Construction and Testing Methodologies and good working knowledge on Software Development Methodologies like Agile Scrum and Waterfall.

Experience in setting up SSO with Okta and LDAP.

Experience in the fields of Client Scripting using different scripting languages like HTML, JavaScript, and CSS.

Experience in Service Management and Service Delivery Process. (ITIL FrameWork).

Experience in implementing various IT Service Management processes like Incident Management, Change Management, Problem Management, Knowledge Management, Service Catalog, and Release Management with extensive knowledge on Content Management System.

Extensive experience in Design and development of CMDB (Configuration Management) in Service Now.

Implemented and supporting ServiceNow Discovery and Event Management.

Strong understanding of ITIL V3. Deep functional and technical knowledge of the ServiceNow platform as well as experience delivering medium to large-scale ServiceNow implementations.

Worked on ServiceNow Discovery and Event Management.

Created and developed new Applications in Service-Now and customized the applications using Business Rules, Client Scripts, UI Actions, UI Policies, External Data load using Transform maps, etc., as part of new application roll outs of Infrastructure Management.

Experience in ServiceNow CMDB including loading and maintaining CMDB data using automated loads from various 3rd party discovery tools.

Experience on implementing and administering ServiceNow HRSD.

Good understanding of Helpdesk / Service Desk and hands-on experience of employee Self-service Portal (SSP) development and customizations.

Built many custom widgets in Self-Service Portal.

Good understanding and hands-on Glide Forms, Records, Scratchpad, AJAX and Glide System used in UI Actions, Business Rules, Client Scripts, Access Controls (ACL).

Configuring and administering the ServiceNow platform user interface, screen elements, mobile interfaces, plugins and branding

Installed and customized Incident and Approval applets in ServiceNow agent mobile app.

Created custom applets for seeing major incidents and critical incidents.

Worked on UI Pages, UI Macro, Scheduled Jobs, Script Includes and Events.

Ensure that technical designs meet functional design requirements as well as maintain the integrity and sustainability of the application.

Experience in migrating configuration between various environments in ServiceNow using Update Sets on a daily (Sub-Prod) and weekly (Prod) basis.

Good Experience in planning and delivering System clones and upgrades.

Excellent Client interaction skills and proven experience in leading and working independently as well as in a team.

Exceptional ability to quickly master new concepts and a proactive team player with good analytics.

Developed ServiceNow tool for the defined processes. Design and develop scripts for any customization required. Supporting Power shell scripting in workflows.

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

Organisational Experience:

Working as Technical Lead – ServiceNow in AIG Global Services from June 2019 to till date.

Worked as Senior Associate in Cognizant Technology Solutions USA from Nov 2016 to June 2019.

Worked as Senior Software Engineer in Abhra INC (USA). From Oct 2015 to Nov 2016.

Worked as Technical Service Specialist in IBM India Pvt Ltd. from Feb 2015 to Oct 2015.

Worked as Specialist in HCL Technologies Pvt Ltd, Bangalore from May 2013 to Feb 2015.

Worked as Software Engineer in Zenfocus Software Pvt Ltd, Gurgaon from Dec 2011 to March 2013.

Certifications:

Main Line Certifications

Micro-Certifications

ServiceNow Certified System Admin

Service Portal

ServiceNow Application Developer

HR Integrations

ServiceNow Certified Implementation Specialist - ITSM

Agile and Test Management Implementation

ITIL v3 foundation certified

Performance Analytics

Application Portfolio Management

ServiceNow Platform Subscription Model

Training's:

Attended ITIL boot camp training.

Attended ServiceNow System Administration, Developer training & Advance System Administration.

Attended ServiceNow Discovery training.

Attended SCCD Administration training.

Conducted ServiceNow Service Portal training at AIG.

Conducted TSRM and CCMDB Internal Cross Account training.

Education:

B.Tech(IT) from JNT University, India

Technical Proficiency:

ITIL

ITSM, ServiceNow, IBM SCCD

ServiceNow Modules

Incident Management, Problem Management, Change Management, CMDB, Service Portal, SAM Pro, Project Portfolio Suite, Knowledge Management, HRSD, SAM Pro, ServiceNow Discovery, Service Catalog.

Web Technologies

HTML, JavaScript, CSS, XML

Software Methodologies

SDLC, Waterfall, Agile, Scrum

Databases

DB2, SQL

Database Tools

SQL Client, TOAD

Application Servers

WebSphere, WebLogic

Project : ServiceNow Tech-Hub, AIG Vison 2020 & BAU Support

Environment : ServiceNow.

Role : Technical Lead – ServiceNow.

Company : AIG Global Services, Houston, TX.

Description:

Working as Technical lead - ServiceNow. Designed and developed new Service Portal, ServiceNow upgrades, Integrations with 3rd party tools and BAU support

Responsibilities:

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 Management, Change Management, Problem Management, Knowledge, Service Catalog, CMDB, User Administration, SNOW Reporting, PA and Discovery in ServiceNow

Redesigned and developed brand new ServiceNow Service Portal as part of AIG Tech-Hub project.

Installed and customized Incident and Approval applets in ServiceNow agent mobile app.

Created custom applets for seeing major incidents and critical incidents.

Built custom reports/PA dashboards to analyze SP metrics.

Supporting Production Instance includes handling P1/P2 Incident and leading BAU support team.

ServiceNow performance troubleshooting by reviewing system logs and tuning code/DB Indexing.

Extensive experience in Design and development of CMDB (Configuration Management) in Service Now.

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

Supporting ServiceNow Discovery and Event Management.

Implemented ServiceNow HR Application(OOB).

Developed various front-end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.

Developed workflows and in customizing the applications in ServiceNow.

Responsible for ServiceNow upgrades and successfully completed ServiceNow upgrades – London, Madrid and New York.

Responsible for code migration from Dev -> QA -> UAT -> Production on a daily (Sub-Prod) and weekly (Prod) basis.

Sound knowledge and worked on different ITSM modules like Incident management, Problem management, Change management, Configuration management, Service Request Management (Service Catalog).

Strong skills in ServiceNow scripting includes Glide Script, Glide Records, JavaScript, and Jelly Script to create Business Rules, Client Scripts, UI Actions and UI Policies

Experience in both inbound and outbound web services using REST/SOAP protocols.

Architecture and developed and maintaining Bi-directional and unidirectional integrations with Verizon eBonding, Cisco eBonding, Twilio, Google Analytics, Asset Track, IP Soft, Okta etc.,

Configured inbound Email actions to create incidents or requests.

Working on implementing SAM Pro integrating with SCCM, ServiceNow Discovery, IBM and Adobe data loads.

Prepared requirement specifications and design documents.

Worked on building custom reports to check performance metrics on major tables like CMDB, Change, Incident, Problem.

Created ACL’s for tables/forms/modules.

Worked on creating and managing users, groups and roles (ACL’S).

Writing Scheduled jobs and schedule imports depends on the requirements in ServiceNow.

Developing Change Management workflows with custom approval process as per AIG Vision 2020 program.

Project : SONIC & BAU Support

Client : AIG Global Services INC, Houston, TX

Environment : ServiceNow.

Role : ServiceNow Onsite Technical Lead.

Company : Cognizant Technology Solutions.

Description:

Worked as ServiceNow Technical Onsite lead. Migrated ServiceNow on-prem (Eureka) to Cloud (Helsinki), Implemented Service Portal and led BAU support.

Responsibilities:

Worked with business users to identify and refine business requirements and workflows.

Led planning and implemented migration project (SONIC) from ServiceNow on-prem (Eureka) to Cloud (Helsinki).

Implemented Service Portal as part of SONIC project.

Led BAU support team and responsible for BAU delivery.

Gathering requirements and creation of stories in POD call for enhancements/demands.

Responsible for code migration from Dev -> QA -> UAT -> Production on a daily (Sub-Prod) and weekly (Prod) basis.

Responsible for ServiceNow upgrades and successfully completed ServiceNow upgrades – Helsinki, Jakarta and Kingston.

Sound knowledge and worked on different ITSM modules like Incident management, Problem management, Change management, Configuration management, Service Request Management (Service-Catalog).

Strong skills in ServiceNow scripting includes Glide Script, Glide Records, JavaScript, and Jelly Script to create Business Rules, Client Scripts, UI Actions and UI Policies

Experience in both inbound and outbound web services.

Configured inbound Email actions to create incidents or requests.

Involved in planning and coordinating Implementation plan for every release in ServiceNow.

Implementation of changes effectively to improve the efficiency and automation in ServiceNow.

Prepared requirement specifications and design documents.

Worked on building PA dashboards and custom reports to check performance metrics on major tables like CMDB, Change, Incident, Problem and Service Portal.

Implemented Change Management workflows with custom approval process as per AIG.

Project : Remedy to ServiceNow Migration

Client : Jefferies, NJ

Environment : ServiceNow.

Role : Sr. ServiceNow Developer

Company : Abhra INC.

Description:

Worked as ServiceNow developer. Involved in gathering requirements from BA teams, planning, Designing and implementation.

Responsibilities:

Worked on Incident management, Problem management, Change management, Configuration management, Service Request Management (Service Catalog).

Involved in ServiceNow scripting includes Glide Script, Glide Records, JavaScript, and Jelly Script to create Business Rules, Client Scripts, UI Actions and UI Policies

Working on business requirements and technical specifications for ITSM platform.

Involved in creating new workflows, modifying the existing workflows according to new requirements and creating approvals in workflows in ServiceNow.

Configured inbound Email actions to create incidents or requests.

Involved in planning and coordinating Implementation plan for every release in ServiceNow.

Implementation of changes effectively to improve the efficiency and automation in ServiceNow.

Prepared requirement specifications and design documents.

Good knowledge in building reports, gauges and homepages.

Created ACL’s for tables/forms/modules.

Worked on creating and managing users, groups and roles (ACL’S).

Integrating LDAP with ServiceNow for obtaining users and groups.

Development of requirement integration components (SSO, LDAP, SOAP).

Writing Scheduled jobs and schedule imports depends on the requirements in ServiceNow.

Worked in coordinating all the changes through ITIL based change management practises.

Created and modified Update sets to transfer data from one ServiceNow instance to another instance.

Coordinated with business stakeholders and process owners to translate business requirements into functional requirements within ServiceNow.

Creating Import sets to transfer data and transform maps.

Project : ServiceNow Implementation

Client : Measured Progress, NH

Environment : ServiceNow.

Role : ServiceNow Administrator and Developer.

Company : Abhra INC.

Description:

Working as Implementation specialist. Involved in gathering requirements from business teams and then planning, creation of technical, functional specification documents and implementation.

Responsibilities:

Experience in UI customizations, creating Business Rules, Client Scripts, UI Policies and UI Actions using JavaScript.

Created Email Notifications and sent emails to the users and designed many email templates by using html and used them in notifications.

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

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

Assisted in the import of configuration data.

Experience in creating Buttons and context menus both on form and lists using UI actions.

Implementation, customization and configuration of different Service Manager Modules like Change Request, ESS, Service Desk, Service Catalog, Problem and SLM.

Defined SLA, OLA and Contract for the customer.

Scheduled SLAs as per scope of tickets in ServiceNow.

Importing the Data in different formats (CSV, Excel) via attachments in ServiceNow.

Developed automated mappings to schedule the load of flat files on a daily, weekly and monthly basis.

Migrated customizations from one instance to another instance.

Maintained the Configuration Items and modified the forms and form Sections.

Involved in testing ServiceNow form and reports for correct mapping of the objects and data correctness.

Designed, developed, and maintained the report portal which provides user access to scheduled reports and report parameters.

Involved in testing reports for correct mapping of the objects and data.

Integrated ServiceNow with a third party to store all the credentials to avoid breaching up of credentials.

Worked in production support for all the ServiceNow and report related issues.

Designed and delivered technical methodologies around the ServiceNow platform.

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

Communicated with external web services using SOAP Messages and REST.

Project : ServiceNow Implementation & Support

Client : Activision Blizzard, USA

Environment : ServiceNow.

Role : ServiceNow Administrator and Developer.

Company : Abhra INC.

Description:

Worked as Implementation and production support engineer for the implementation of change management and CMDB.

Responsibilities:

Worked on business requirements with clients and documenting them into process requests.

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

Implemented Change Management

Created custom notifications with custom templates.

Created various workflows and customized existing workflows for catalog items and changed the approval process.

Implemented data security using Access Control Lists (ACL) and Data Policies.

Resolving typical Users access and roles issues by checking active directory and users table.

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

Created different Transform Maps and Transform Map Scripts to load data from different data sources into ServiceNow.

Worked extensively on LDAP integrations.

Very good understanding of Integration with these varieties of protocols: REST, SOAP, JDBC, and ODBC.

Implemented Single Sign on – Okta integrations.

Developed UI Actions, script includes and Business rules for over all platform.

Project : IBM - ROGERS & NASP ISM

Client : ROGERS, Canada & NASP, USA

Environment : TSRM, TAMIT, CCMDB & SCCD.

Role : TSRM, TAMIT, CCMDB & SCCD Administrator.

Company : IBM India Pvt Ltd.

Description:

Focal for ROGERS (dedicated ISM) & NASP (North America Shared Service Provider) ISM where I was handling L2 and L3 support and managing teams for Rogers and NASP accounts in our pool.

Roles & Responsibilities (IBM Maximo):

Worked on Application server (WebSphere) and Database server (DB2) administration and resolved many production issues.

Worked on clustering in WebSphere.

Configured Email listeners and SMTP server configuration.

Configured System wide settings Domain creation and database configuration work.

Integrated Rogers ISM with ServiceNow & Envision.

Involved in migrating packages from Development environment to Production using content loader.

Having good experience on Service Request, Incident, Problem, Solution and Change.

Designing of workflows for Change Request, Service request and solution.

Data Upload using MIF (Asset, Classification, Person. Person Group, Location etc.)

Creation of the Communication Templates, Escalations, Actions, Roles.

Worked on creating multi-site level escalations, Communication Templates, Security Group configuration.

Worked on customizing workflows for Incident, Problem and Change management.

Project : Unilever IT Enterprise support

Client : Unilever, UK

Environment : TAMIT, ITIC, ITM, SCCM2007, SCCM 2012 & SCOM.

Role : IBM TAMIT Administrator

Company : HCL Technologies.

Description:

I am a part of Unilever IT Enterprise computing & Configuration team we provide support for Unilever Software Asset management, Global IT infrastructure, data centre Operations and the task includes Providing Maximo support, Infrastructure support of Unilever SCCM Environment, Monitoring Servers through ITM & SCOM 2012.

Roles and Responsibilities (TAMIT):

Involved in transition of the project.

Involved in Project Planning activities.

Data uploading using MIF.

Build migration packages on test server.

Data Migration from test server to production using migration manager.

Provided security access to users using Security Groups.

Worked on Database Configurations for new fields and attributes.

Prepared run book and training documents for end users.

Given training to end users on process flows and applications.

Worked on actions and roles.

Dividing JVM’s, build and deploy ear on QA, Production and DR.

Worked on building the Maximo DR setup.

Worked on Integration framework (ITIC) to load the deployment data from multiple inventory tools like SCCM 2007, SCCM 2012, SMS and TAD4D.

Creation/customisation of mapping files in ITIC to load the custom field data into TAMIT.

Managing and troubleshooting ITIC jobs (SCCM 2007, SCCM2012, SMS, TAD4D, HP load and CITRIX Data).

Created batch files to schedule the ITIC jobs in TWS/Windows task scheduler.

Housekeeping on all the TAMIT and ITIC servers.

Fix pack installation/Patch upgrade of ITIC, WebSphere.

Project : Integrated Management Services

Client : IBM Netsol, India

Environment : TSRM, TAMIT, Core Java, ITM, NETCOOL/OMNIbus.

Role : TSRM, TAMIT & ITM Administrator.

Company : Zenfocus Software Pvt Ltd.

Roles & Responsibilities (IBM Maximo):

Creating Base Structure for TSRM for Organization and Site and Locations.

Having good experience on Service Request, Incident, Problem, Solution and Change.

Designing of workflows for Change Request, Service request and solution.

Apply SLA’s for Business User’s for having a better working of the process.

SLA and Escalation Optimization.

BIRT Configuration. Basic report design and import in Maximo/TSRM.

Involved in creating multi-site level escalations, Communication Templates, Security Group configuration.

Involved in customizing MBO customisations and workflows.

Involved in customizing existing applications through Application Designer.

Configured Email listeners and SMTP server configuration.

Configured Single Sign-on with LDAP server.

Created Service Catalogue offerings.

Involved in creating Migration Groups and Change and Snap packages migration from Test environment to Production.

Involved in Start Centre configurations, creating result sets and KPIs for different user groups.

Implementation of Workflows matching to the business process.

Worked on WAS clustering and up-gradation.

Created the clustered environments for Cron tasks, Integration and Maximo Applications.

Configured System wide settings Domain creation and database configuration work.

Involved in EAR build and deployment activities.

Involved in WebSphere Application server administration work.

Involved in taking Database backups.

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