Service Management

PRASHANTH REDDY GELLELA

Email: ****************@*****.***

Phone: 251-***-****

Professional Summary:

•Over 3 years of experience in ServiceNow Platform Implementation, Support, Development and Administration.

•Innovative and solutions-driven IT professional with experience in all the SDLC phases including requirement analysis, design, development, testing and implementation of Intranet/Internet enterprise applications and ITIL using ServiceNow platform.

•Certified Professional in ServiceNow and ITIL.

•Experience in ServiceNow Implementation, Development and Administration.

•Expertise with creation and configuration of ServiceNow Applications, Modules,Business Rules, Client Scripts, UI Policies, UI Actions

•Expertise in ServiceNow integration with Workday, automation of Onboarding and Offboarding. Experience in Creating Xpaths to improve the OTB functionality of workday integration plugin.

•Strong hands on experience in ServiceNow with Service Catalog Requests, Incident Management, Knowledge Management, Configuration Management, Problem Management, ServiceNow Administration and Change Management.

•ServiceNow Integration Experience:

-Experience in integrating ServiceNow with Workday.

-Experience in integrating ServiceNow with SQL Databases.

-Experience in using ODBC and JDBC to pull and push the data to other applications.

-Experience in integrating ServiceNow with the LDAP Server.

•Functional knowledge and implementation experience of ITSMframeworks.

•Knowledge of LDAP/Active Directory and relevant IT architecture and configuring LDAP integration with ServiceNow for obtaining users and groups.

•Experienced in performing ServiceNow Integrations with third party tools using Orchestration with a blend of MID Server, REST and SOAP.

•Experience of integrating Service Now with third party tools and implementation of SOAP and REST API.

•Experience in handling tables on CMDB and had a profound knowledge on DISCOVERY.

•Developed script on server side and client side for BUSSINES RULES, UI POLICIES, UI ACTIONS, UI MACROS & CLIENT SCRIPTS.

•Experience with ServiceNow implementation of PPM (Project Portfolio Management)

•Implemented Change management from scratch along with major built in CMDB along with implementing security to data, based on the user limitation not just for ITSM tickets.

•Deliver reporting & analytics solutions to business stakeholders using ServiceNow Performance Analytics.

•Define the right Key Performance Indicators (KPIs) that align to business objectives

•Create new jobs, indicators, breakdowns, widgets and dashboards

•Maintain repository of available content and document best practices and help with end user adoption of Performance Analytics.

•Work together with ServiceNow application development teams to ensure application changes required for Reporting & Analytics are deployed successfully.

•Working Hr Case management system and portal development for HR module which includes payroll and finance department also.

•Good understanding of Helpdesk/ Service Desk process, Change Management process, Asset Management, Change Tasking, Service Level Agreement processes

•Configured Applications using ServiceNow tool used in ITIL Management.

•Hands on experience in web development using HTML, JSP, JavaScript, JQuery, Jelly, Ajax and CSS.

•Experience in working with ServiceNow Workflows, Import Sets, Update Sets

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

•Configured Mid Server’s on to the different Instances.

•Experience working on different versions of ServiceNow: Geneva,Jakarta,London and currently working in Newyork version .

•Strong written and oral communication skills, Problem solving ability, Quick understanding, Programming skill at high speed, Individual contributor and good team player.

•Ability to work with Multi-disciplinary teams, exhibiting teamwork skills and multi task and great deal of self-motivation and self-confidence.

•Experience in working withAgile/Waterfall methodology development.

EDUCATION:

•Master’s - University of South Alabama

•Bachelor’s –Osmania University, Hyderabad, India

(Methodist College of engineering and technology, India)

Technical Skills:

ITSM Tools

ServiceNow, BMC Remedy, Service Request Management,Incident Management, Problem Management, Change Management

Programming Languages

C, C++, Java, SQL, XML, HTML, CSS, AJAX.

Database

MySQL, CMDB.

Web Technologies

XML, CSS, HTML, Java, Java Script, Angular JS.

Operating System

Linux and Windows.

Web/Application Servers

IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat

IDE

Eclipse

Software Methodologies

SDLC, Waterfall, Agile, Scrum

Packages

MSOffice (Word, Access, Excel Outlook and PowerPoint).

PROFESSIONAL EXPERIENCE:

Stanford HealthCare,California Dec 2018 to Till date

Role:Service-Now Developer

Responsibilities:

•Assist in developing new ServiceNow solutions, including proof of concepts and mock-ups

•Design and architecture of ITSM applications and custom applications with automation.

•We have Implemented ITBM Module which includes Project Portfolio Management,Demand Management, Idea Portal, Resource Management, Financial Planning, along with these modules also enabled Agile developement Module for Project Management and software development cycle . We have customized the Project managements and Program management calendar and fields according to Stanford organization .

•We have customized the Financial Management application and Application portfolio which helped the organization to locate, track, invest, retire applications and get reports on applications. We have modified out box workflows and business rules for in order to meet the needs of organizations were have followed standard Methods without deviating much out box.

•Working HR service Delivery Module and migrating custom case management module to out-of-box Hr scoped application and also developing new order guides which can be used in now platform also.

•We have Enabled Performance analytics and configured multiple dashboards and metrics KPIs for Different teams especially for Project Management, Knowledge Module and Service Desk team .

•Mange dependencies and integrations among ServiceNow and external platforms such as Proofpoint and other sharing platforms.

•Implemented new hardware asset management system for field services team .

•Implementation of Knowledge portal for Knowledge and Finance portal for supply chain .

•Integrating TeamViewer, SolarWinds, Netcool and Nlyte with ServiceNow.

•We have customized the workflows and fiscal year calendar for Project management in order to be meet the business of organization.

•Designed and implemented custom applications within ServiceNow for multiple departments.

•Worked on customizing Incident, Problem and Change management screens using Client Scripts, UI Policies, UI Actions and Business Rules.

•Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.

•Service Catalog and Request Workflow Design and Configuration.

•Designing the Content Management System for Varian system which involved layout, CSS and service catalog work.

•Building and implementing custom application Epic Module.

•C

•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.

•Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.

•Made Customizations to Project workbench, Project status Portal,Project workspace .

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

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

•Created data sources and loaded the ServiceNow tables with different data formats.

•Created transform maps both automatic field mapping and scripting.

•Worked on the integration of ServiceNow, integrated Service Catalog and Incident module.

•ImplementedDatabase integrations using Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.

•

Environment: ServiceNow, Windows 10, XML, Java script, HTML, Jelly, CSS.

Visa INC, Denver,CO

Service-Now Consultant Mar 2018– Nov 2018

Responsibilities:

Requirements gathering by understanding how stake holders wants their business to look like and provide wise suggestion to help the client use the service now tool the most effective way which justifies the value of licensing it.

Implementation and Maintenance of ServiceNow integration with workday.

Implemented the Performance analytics Module and developed the database views based on metrics for teams.

Customization of workday module as per the client’s requirement. Creating xpaths to improve the OOB functionality of the workday module.

Developing and configuring ServiceNow modules including Project Portfolio Management) (PPM)

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

Extensively worked on the Implementation, Configuration and maintenance of Business Rules, Client Scripts and UI Policies.

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

Developed a Custom Application for Contract Management and integrated with Data lake .

Worked on Project Management module and Project workspace portfolio Portal.

Customized the resource Management according with requirement from users .

Working on different kinds of variables and variable sets.

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

Enabled Idea Portal and Demand management for company in order to get ideas and convert them into projects meeting all governance approvals.

REST API with support methods like GET, POST, PUT, PATCH, DELETE.

Incident Management and Problem Management activities.

Reviewing SLA performance and recommend corrective action.

To follow up on escalations and issues with clients and management.

Extensively worked on daily support work like handling incidents, catalog tasks, creating Problems/Defects etc.

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

Pulling reports and scheduling the reports as per the client requirement.

Creating database views to pull the reports on variables which are being used by catalog items.

Tracking of Incident from Opening to Closure, with timely communication to business.

Involved in LDAP integration with ServiceNow for obtaining users and groups.

Involved in reconciliation of complicated workflows to simpler form.

Involved in creating and configuring the SLAs as per the requirement.

Environment: ServiceNow, JavaScript, HTML, CSS, Windows 7/8.

Etek IT services Inc, Chicago,Il

Service Now Consultant July 2017 – Mar 2018

Responsibilities:

•Involved in gathering the requirements from the Business Team and creation of technical, functional specification documents.

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

•Worked on the Implementing Project Management module.

•Made customizations to Program and portfolio status reports .

•Worked on loading the data into ServiceNow using import sets.

•Extensively worked on the Implementation, Configuration and maintenance of Business Rules, Client Scripts and UI Policies.

•Involved in redesigning the workflows using ServiceNow workflow editor.

•Requirement gathering, analysis, and development for catalog forms and workflows.

•Involved in LDAP integration with ServiceNow for obtaining users and groups.

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

•Involved in migration between various ServiceNow instances using Update Sets.

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

•Designed and developed an approval process for provisioning access to users. This eliminated the need for third-party integration to an access management system for approval and optimized user delivery.

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

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

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

•Configured multiple forms for Asset module using Configuration Management Database.

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

•Pulling reports and scheduling the reports as per the client requirement.

•Creating database views to pull the reports on variables which are being used by catalog items.

•Performed end-to-end testing for the CMS Portal and Service Catalog module for the Eureka release.

•Develop homepages, database views and custom reports.

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

•Creating the UI pages to use them in catalog items using the UI Scripts.

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

•Working on different kinds of variables and variable sets.

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

•Troubleshoot and enhance third-party integrations with internal and external systems.

•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.

•Pulling reports and scheduling the reports as per the client requirement.

•Experience on working with Script Includes and Scripted Web Services.

Environment: ServiceNow, JavaScript, HTML, CSS, Windows 7/8.

Academic tutor: Jan 2014- May 2014

Worked as Technical lab assistant during under graduate for one year helping students in programming and betterunderstanding.

Providing technical support.

Equipment maintenance.

Supporting students on research projects and working with them individually.

Supporting the work of professors in classes and laboratory sessions and giving technical advice to staffand students.

Radar Seeker Laboratory, Directorate of radar system (DRS) and

Research Center Imarat (RCI), Hyderabad, India. Internship.

I have done project using graphic user interface for instrument control at Radar Seeker Laboratory, Directorate

of radar system (DRS) and Research Center Imarat (RCI).

To generate a signal using visual C++ and that can verify using signal generator.

Dealing with the instruments which are located at far distances using GUI and make them communicate

effectively.

Dealing with quality and regulatory assurance.

Instrument Control Software using GUI.

Achievement: Received appreciation certificate from Radar Seeker Laboratory, Directorate of radar system (DRS) and Research Center Imarat (RCI).

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