ServiceNow developer
Resume:
Nagendra Sunkari ServiceNow Consultant
*****************@*****.*** 510-***-****
ServiceNow Certified Administrator Visa Status : Green Card
Professional Experience Summary
About 5+ years of IT industry experience in various ITSM frameworks and Java/J2EE enterprise application development.
Strong experience in Development and Administration in ServiceNow Platform.
Proficient in implementing ITSM modules like Incident, Change Request, CMDB, Asset and Service Request Management in ServiceNow platform.
Proficient in implementing ITOM modules such as CMDB, Event Management, Service Mapping, Discovery and Orchestration in Servicenow Platform.
Experience with the other ITSM frameworks BMC Remedy and HP Service Desk.
Excellent hands on experience with the ITIL process in ServiceNow: Incident Management, Problem Management, Change management, Knowledge Management.
Experience with the CSM process in ServiceNow.
Creating Applications, Modules, Tables and Columns as per the requirements in ServiceNow.
Well versed in integrating ServiceNow with other third part applications like Xmatters, HPOO, Tally, BMC Remedy, Okta, Microsoft Teams, Slack and Jira.
Experience in integrating LDAP Server with ServiceNow to get the organizational Users, Groups, Roles.
Involved in environment promotions and managing ServiceNow using Update-Sets.
Data loads for migration to ServiceNow – Import set & Transform maps.
Experience in working with Calgary, Dublin, Eureka, Fuji, Kingston, London, Madrid and New York versions of ServiceNow.
Expertise on creation of workflows for Service Catalog items in Service-Now.
Experience in configuring the Business Rules, Client Scripts, UI Policies, UI Actions, SLAs in ServiceNow.
Experience in designing and implementation of workflows using ServiceNow workflow editor.
Experience using DISCOVERY to load configuration information to CMDB.
Experience in generating the reports in ServiceNow as per the requirements in ServiceNow.
Strong knowledge and experience in all the phases of SDLC.
Experience in various software development practices Agile, Waterfall etc.
Strong experience in web application development using HTML, Java Script, Java, J2EE Servlets, Java Collections, Excellent analytical, problem solving and communication skills.
Technical Skill Set
ITSM Tools
Service-Now, BMC Remedy, HP Service Desk
Programming Languages
Java, JavaScript, SQL, PL SQL
Java and J2EE frameworks
Java, Java Collections, JSP, Servlets, Struts, Spring, Hibernate, DAO, DTO
Scripting Libraries
JQuery, Java Script, shell scripting
Databases
Oracle 11g/10g/9i/8i, MYSQL, SQL Server 2012
Web Technologies
HTML, XML, JSP, JSF, Struts, CSS
Application Servers
JBOSS, Tomcat, Weblogic
Education
Masters in Computer Science – San jose, California
Sap Concur, Seattle, WA. Oct 2019 – Till Date ServiceNow Developer
Roles and Responsibilities:
Involved in gathering the requirements from the Business Team and creation of technical, functional specification documents.
Expertise on defining workflows in Service Catalog items, Approvals and Dynamic tasks in ServiceNow. Has also been part of end user self-service portal management.
Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
Moving Update sets and XML’s from Dev to Test and then to Production.
Experience with IRE to maintain CMDB data integrity and Preventing Duplicate CI’s in CMDB.
Worked on some business rules and client scripts on the configuration item tables.
Intergrations with Okta and Salesforce using rest calls.
Customizations of ITOM module such as CMDB, Event Management, Service Mapping, Discovery and Orchestration in Servicenow Platform.
Extensively worked on the Implementation, Configuration and maintenance of Business Rules, Client Scripts and UI Policies.
Installed Plugins in ServiceNow for Integration and Creating tickets in JIRA.
Worked on various modules of ServiceNow like incident management, change management, problem management, service catalog, user administration, reporting and discovery.
Created various front-end forms and associated Client Scripts, UI policies including advanced customizations that require modification of UI pages/macros.
Loaded external data using Import Sets and Transform maps. Migrated Update sets between System Environments.
Developed additional notifications and supporting workflow to send additional data and attachments .
Configuration/Customization of the ServiceNow system, including creating workflows.
Build service requests from customer requirements including requests, request items and tasks using workflows to manage data flows from the customer to the support teams providing the service.
Customized Scripting on Service Catalog/Email Template/Workflow script and Service Portal.
Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
Integration to create tickets through Slack and Microsoft Teams.
Created functional and technical specifications documents for various ServiceNow modules
Coordinating the instance upgrade activities.
Involved in Post-upgrade tasks such as, determining the new functionalities, working on the client scripts, UI policies and business rules.
Monitored and performed ServiceNow admin activities after upgrade which involves homepages, user and group administration, form and list views, banner changes, reporting, dashboards.
Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
Configuration of Email Notification and Alerts to notify users about specific activities in the system.
Involve in design, development, administration and deployment of ServiceNow.
Ability to handle incidents within SLA terms.
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.
Run the Background script in Production Instance to close the older requests which are in open state when corresponding RITM’s/SCtasks are closed.
Integrating Service catalog module using Web Services and fixing the issues which come up while the tolls are getting interacted.
Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.
Writing script includes to invoke them in reference qualifiers or variable scripting.
Development of SLA for the organizations. Implementation of ACL, Customized Service Catalog Management.
Involved in Self-service portal designing, development of Home Page, Place Order for Service Catalog, Knowledge base, creating a service tickets, Alerting users on Outages.
Experience in designing and developing the standard process of Change Management and creating the complex workflows.
Worked on creating users, roles, groups and load the data to ServiceNow objects using import sets on daily, weekly, monthly and on request basis.
Maintained the integrity of the ServiceNow tool across production and non-production environments. Involved in production support for all the ServiceNow related issues.
Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs. Designed and implemented new functionalities.
Involved in running the jobs to push the data into the application using Import Sets and Transform Maps. Generated weekly reports and metrics for IT Management.
Environment: ServiceNow, Service Portal,OKTA, JavaScript, HTML 5, CSS.
eBay, San Jose, CA. June 2019 – Sep 2019 ServiceNow Developer/Admin
Roles and Responsibilities:
Involved in Implementation, Configuration and Customization of Security Operations module.
Gathering the requirements from CSIRT and implemented Security Incident Response application to identify critical incidents and provides workflow and automation tools to speed up remediation.
Well versed in integrating ServiceNow with other third party applications like Splunk, Jira etc.,
Worked with SECOPS and DEVOPS team to gather the requirements and understanding the applications to identify threat alerts.
Customizations in ServiceNow forms as per client's requirement.
Installed Plugins in ServiceNow for Integration and Creating tickets in JIRA.
Installing ServiceNow Plugins in Splunk to push events from the SIEM tools.
Pushing Data from existing security tools Security Information and Event Manager (SIEM) are imported via APIs or email alerts to automatically create prioritized security incidents.
Configured the Event Management in ServiceNow for SIEM monitoring tools to push the Events to ServiceNow Platform.
Configuration of Alerts in ServiceNow to Create the Alerts from the Event management.
Designed the form for CSIRT team to check the alerts and creates the security incidents depends upon the Criticality of alerts.
Customize security workflow templates to automate tasks and ensure company best practices are followed.
Customized the Email Notifications for CSIRT team within the SIR application.
Worked with CSIRT teams regarding the Updating Knowledge articles for certain period of time creating scheduled jobs to create security incident.
Customized the system to remind assignees if their tasks aren’t completed on-time per SLA thresholds, or it can escalate tasks if necessary. This ensures no tasks or decisions are accidentally missed.
Configured the chat for Security analysts to communicate with stakeholders from within the Now Platform via conference calls or Connect chat to keep everyone in the loop.
Customized to speed up response and allow the security team to spend more time hunting complex threats, Security Incident Response automates basic tasks, including approval requests, malware scans, or threat enrichment when used with the Threat Intelligence application.
Updated security knowledge base (KB) articles, and relevant KB articles are automatically associated with incidents for reference.
Configured all activities in an incident lifecycle, from analysis and investigation to containment and remediation, are tracked in the platform.
Once an incident is closed, assessments are distributed across the team and a time-stamped post-incident review is automatically created as a historical audit record.
Environment: ServiceNow, JavaScript, Jira, Splunk.
Rimini Street Inc, Pleasanton, Ca. Oct 2018– May 2019 ServiceNow Developer/Admin
Roles and Responsibilities:
Involved in gathering the requirements from the Business Team and creation of technical, functional specification documents.
Implementation of different modules of ServiceNow as per requirements and ITIL process - Incident Management, Problem Management, Change Management, Asset Management and Service Catalogs.
Implementation end to end CSM Application in the Environment.
Created ACL’s to grant access to specified users and managing the assignment rules.
Moving Update set’s from non-production to production.
Cloning of production instances to non-production instances.
Performing by weekly releases in production.
Well versed in integrating ServiceNow with other third party applications like Xmatters.
LDAP, Initial Data Loads, Import Sets, automated integrations and address exceptions.
Customizations in ServiceNow forms as per client's requirement.
Involved in redesigning the workflows using ServiceNow workflow editor.
Worked on migration between various ServiceNow environments using Update Sets.
Worked on loading the data into ServiceNow using import sets .
Worked on Configuration and maintenance of Business Rules (Basic and Advanced), Client Scripts and UI Policies in ServiceNow.
Involved in creating and configuring the SLAs as per the requirement.
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.
User Interface - Configure and maintain Forms, Lists, Views, UI Policy, UI Scripts, UI
Actions, View Rules, Welcome Page Content, Map Pages and other UI elements for
ServiceNow modules.
Involved in LDAP integration with ServiceNow for obtaining users and groups.
Development of Service catalog - catalog items, designing workflows and execution plans.
Added Approvals, Stages and Catalog Tasks in request item workflow based on catalog added those workflows to Service Catalog.
Created multiple Record Producers for CSM case requests.
Configured i18n localization to support Portuguese client.
Configured Producer script in Record Producer.
Updated Dictionary attribute to display Actual time in hours.
Configured Assignment Rule based on Business condition to fulfil case assignment process.
Created custom ITSM Service Portal and added Incident, Service Request and Knowledge links in Portal.
Updated existing portal Widgets by cloning those and added those widgets to portal Pages.
Configured Smiley Surveys for Incident and Service Request as well as CSM Cases.
Created multiple Email Notification with help of Email Template and Mail Script to fulfil business need.
Added CC details in the Email notification with help of Mail script to fulfil Business need.
Configured Service Portal for CSM and ITSM modules and created new SP Entry page and updated in System property to redirects the users to different pages based on their roles.
Configured Service Catalog, Requested Items and Approver page to hide Price and Quantity details as per Business need.
Involved in reconciliation of complicated workflows to simpler form.
Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, 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.
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.
Generate SLA reports based on performance/availability of various monitored applications.
Configure rules, monitors and management packs in SCOM.
Environment: ServiceNow, JavaScript, HTML 5.
American Electrical Power, Columbus – OH. July 2016 – Oct 2018
ServiceNow Developer/Admin
Roles and Responsibilities:
Customizations in ServiceNow forms as per client's requirement.
Involved in redesigning the workflows using ServiceNow workflow editor
Worked on migration between various ServiceNow environments using Update Sets
Involved in LDAP integration with ServiceNow for obtaining users and groups
Worked on loading the data into ServiceNow using import sets
Impolementation, configuration and customizations of ITOM modules such as CMDB, Event Management, Service Mapping, Discovery and Orchestration in Servicenow Platform.
Worked on Configuration and maintenance of Business Rules (Basic and Advanced), Client Scripts and UI Policies in ServiceNow
Involved in creating and configuring the SLAs as per the requirement
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.
Integration with HPOO, Tally, SCCM, Rally, Jira, Twlio Etc.
User Interface - Configure and maintain Forms, Lists, Views, UI Policy, UI Scripts, UI
Actions, View Rules, Welcome Page Content, Map Pages and other UI elements for
ServiceNow modules.
Involved in gathering the requirements from the Business Team and creation of technical, functional specification documents
Implementation of different modules of ServiceNow as per requirements and ITIL process - Incident Management, Problem Management, Change Management, Asset Management and Service Catalogs.
Developing integrations both inbound and outbound. SOAP & REST.
Setting up Mid-Servers for outbound integrations.
Created ACL’s to grant access to specified users and managing the assignment rules.
Moving Update set’s from non-production to production.
Upgrading instance from Eureka to Fuji.
Cloning of production instances to non-production instances.
Performing by weekly releases in production.
LDAP, Initial Data Loads, Import Sets, automated integrations and address exceptions.
Development of Service catalog - catalog items, designing workflows and execution plans.
Worked on CMDB and populated the CMDB by importing the data of IT assets into the system, centralizing the information.
Involved in reconciliation of complicated workflows to simpler form.
Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, 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.
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.
Generate SLA reports based on performance/availability of various monitored applications.
Configure rules, monitors and management packs in SCOM.
Environment: ServiceNow, JavaScript, HTML 5, Windows 7.
AmeriSourceBergen, Dallas, TX Jan 2015 – Jun 2016
ServiceNow Consultant
Roles and Responsibilities:
Creation of technical, functional specification documents as per the requirements.
Creation of Applications, Modules, tables, Columns as per the requirement specification in ServiceNow.
Reports, Service Level Agreement, Notifications, and Alerts.
Customizing the forms and form design for the ITIL processes used across the firm.
Creation of update sets, export the update sets, retrieve the update sets.
Migration of changes from one instance to other using update sets.
Involved in Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge.
Involved in creation of business rules, client scripts, UI policies, UI Actions as per the requirements.
Worked on importing the Configuration Items(CI) from third party applications.
Responsible for the acceptance, identification, storage and withdrawal of all supported CIs.
Responsible for managing data with ServiceNow tables, CMDB import sets Users, Groups and roles.
Development of Service catalog - catalog items, designing workflows and execution plans.
Creating the workflows in ServiceNow as per the requirements from business team and functional specifications.
Writing the Catalog client scripts and UI policies to make client side changes.
Creating Knowledge articles to document the steps in creating the catalog items.
Experience in working with Project Management application with majorly on Project workbench and Agile framework.
Integration work done
Integrating ServiceNow with Java based web services for order retrieval, Oracle SOA WebServices.
Integrating ServiceNow with BMC remedy.
Worked on integrating with LDAP server to obtain the users, roles, groups information into ServiceNow.
Other work done
Creating the UI pages to use them in catalog items using the UI Scripts.
Working on different kinds of variables and variable sets.
Configured multiple forms for Asset module using Configuration Management Database.
Involved in configuring the mid servers as per the requirement needs.
Worked on ServiceNow Discovery tool to identify IP-enabled configuration items (CIs), map their interdependencies, and populate them in the CMDB.
Worked on scheduling the report generation in ServiceNow as per the requirements.
Involved in various migrations activities and coordinated various project implementation tasks.
Environment: ServiceNow, JavaScript, HTML 5, Windows 7.
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