PALLAVI

Email: adej5e@r.postjobfree.com

Contact: 609-***-****/585-***-****

A ServiceNow Admin / Developer with around 8 years of overall IT experience and 4 years having specialized experience on implementing Incident, Problem, Change Management, Configuration & Asset Management (CMDB), Service Catalog, Discovery, and Integrations. Experience in ServiceNow implementation, integrating, development, administration, and support.

PROFILE SUMMARY

Hands on experience in designing, developing, configure, customizing & administrating ITSM suite of applications.

ServiceNow Administration and Production support including maintenance of lower environment instances.

Experience in activities related to configurations such as Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts, Actions and Approval Process.

Experience in configuring and customizing all aspects of ServiceNow like UI actions, UI policy, Business rules, Access Control Lists (ACL), Data policies, Client scripts.

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

Experience in ServiceNow development using JavaScript, Web Services, Web API's and integrations with internal/external systems and tools like LDAP, JIRA, MID servers and SSO

Worked on schedule jobs, events and triggers to manage business needs and created service catalog and its workflows.

Experience in translating business case analysis into functional requirements.

Experience in Integrating External Web services and SOAP based Web services, API and Emails.

Experience in loading the data into ServiceNow using import sets.

Experience in migrating between various environments in ServiceNow using Update sets.

Customized Scripting on Service Catalog/Email Template/Workflow script.

Expertise on creation of workflows for Service Catalog items in ServiceNow

Knowledge in using Glide Scripting for creating UI Action and business rules.

Functional knowledge and implementation experience of ITSM frameworks.

Research and deploy new releases and/or enhancements into the ServiceNow environment.

Experience working with various versions of ServiceNow London, Madrid, New York and Orlando.

Experience in generating the reports in ServiceNow as per the requirements in ServiceNow.

Strong experience in web application development using HTML, JavaScript, Java, CSS, Jelly.

Working experience with relational databases like Oracle, MS SQL Server, My SQL.

Experienced in all phases of Software Development Life Cycle (SDLC), quality management systems and project life cycle processes, Waterfall and Agile, Scrum.

Strong team player, ability to work independently and in a team as well, ability to adapt to a rapidly changing environment, commitment towards learning

Possess excellent communication, project management, documentation, interpersonal skills.

SKILLS

Programming Language : C, SQL, Java, XML, JavaScript, jQuery, HTML, CSS

Methodologies : Agile, SDLC, Waterfall

Databases : MySQL, Microsoft SQL Server 2012

ITIL : ITSM, ServiceNow

Operating Systems : Mac, Windows (7, 10Enterprise)

CERTIFICATIONS

ServiceNow Certified System Administrator

Micro-Certification - Configure the CMDB

Micro-Certification - CMDB Health

Micro-Certification – HR Integrations

Service Now Profile :

https://account.servicenow.com/personal-data/11ea3d6d2/009c1a080/a806e4a75/ae71eGZYT/resume.html

WORK EXPERIENCE

UHG/Optum (Boston, MA) (11/2018 – 06/2020)

Position: ServiceNow Admin/Developer

Environment: ServiceNow, Asset Management, Netcool, CSS, HTML, Web Services, CMDB, MS SQL server 2008

Responsibilities:

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

Created functional and technical specifications documents for various ServiceNow modules

Functional knowledge and implementation experience of ITSM frameworks.

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

Coordinating the instance upgrade activities.

Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.

Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.

worked on CMDB from the scratch.

Performed Data migration of CI Attributes for CMDB using Import sets.

Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, webservices, CSS, HTML5

Worked on UI Macros to create pages as templates on requirement from the stake holders.

Configured multiple forms for Asset module using Configuration Management Database.

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

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

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

Creating the UI pages to use them in catalog items, implemented using 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.

Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.

Writing script includes invoking them in reference qualifiers or variable scripting.

REST(Representational state transfer) was used over HTTPS, used to interact between clients and web services

Implements the service asset management policy and standards

Evaluates existing asset management systems and the design, implementation, and management of new/ improved systems for efficiency and effectiveness

Agrees scope of the asset management processes, function, the items that are to be controlled, and the information that is to be recorded

Develops asset management standards, asset management plans and procedures

Ensures that the asset management methods and processes are properly approved and communicated to staff before being implemented, Arranges recruitment and training of staff

Manages the evaluation asset management tools

Rackspace (AUSTIN, TX) (07/2016– 10/2018)

Position: ServiceNow Admin

Project: Involved in implementation of ITSM (Incident and Change) Management Processes and Service Catalog from the scratch for Rackspace. Created new workflows for Change Management and Service Catalog items to meet the business needs. Involved in generating reports, Client scripting, Business rules, Script includes and Glide Ajax and configuration of forms.

Environment: ServiceNow, Incident Management, Problem Management, Change Management, HTML, Java script, CSS, CMDB

Responsibilities:

Involved in business requirements gathering sessions, worked closely with tech lead and BA’s to understand the current ServiceNow system.

Implemented SLAs, ACLs, Catalog Client Scripts, Catalog UI Policies as per the requirements.

Used Glide Record to retrieve and update data on different business conditions.

Developed ESS functionality and implemented appropriate workflows.

Designed Workflows, Reports, Dashboards, and Surveys.

Creation of Workflows and Execution plans for the catalog items in ServiceNow.

Configuration of Email Notifications and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.

Performed external Email Integration with Microsoft Outlook, LDAP integration, External Web Services Integrations using SOAP and REST based services in ServiceNow.

Used Access Control Rules for securing and providing the right access to right person/role.

Loading data from external files using Import sets.

Writing Data Sources, Transform Maps and properly analyzing Coalesce to avoid duplicates in ServiceNow.

Metric Stream InfoTech (India) Pvt Ltd. (Bangalore, India) (12/2012 – 01/2016)

Position: Software Analyst

Project: The Systemi eBusiness Management Suite is designed to make the job of managing and monitoring applications and their interfaces easier and more efficient. Systemi helps to identify and assess trouble spots and problems across and within the enterprise applications. Systemi provides the means (a infolets) by which you can monitor or investigate application activities, and the tools (alerts, tasks, reports) that enable you to better understand and correct existing and potential problems.

Responsibilities:

Implemented Graphical User Interface design using HTML, DHTML, XML, XSL, CSS and client validations using Java script.

Involved in developing Web Services (SOAP) to support internal and external requests.

Worked on HTML, CSS, JavaScript, Java, Spring MVC and Tomcat.

Implemented the modules using Model-View-Controller (MVC) design pattern.

Involved in designing, creating, reviewing Technical Design Documents.

Worked with other internal IT teams to complete project activities (Architecture and Database teams)

Developed database Queries for updating, insertion and retrieval of data from oracle database.

Used jQuery and AJAX for service calls on pages to interact with the server for information.

Performed Identification, documentation, and estimation of technical tasks of varying sizes and levels of complexity of the project.

Used Oracle stored procedures, triggers, functions, and packages.

Interfaces were developed to the database with the help of JDBC drivers for Oracle

Developed user interface screens using JSP, jQuery, JSON, HTML, CSS, JavaScript, AJAX and JSP Custom Tags.

EDUCATION

Master of Science (MSc) – Osmania University

Bachelor of Science (BSc Computers) - Kakatiya University

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