Service Now

Rampriya

******.*@******************.***

Mobile no: 469-***-****

SHREWSBURY, MA 01545

CORE COMPETENCIES

• ServiceNow Modules:

• HR Case Management

• Incident

• Problem

• Change

• Service Catalog

• Custom Applications

• Integrations (Workday, LDAP, and third-party apps)

• IT strategy consulting

• ITSM transformation

• Agile Project management

• Vendor management

• Change & Release Mgmt.

• IT M&A

• Pre-Sales support

• Client support and satisfaction

• Mentoring

• Communication

• Team leadership

• Managing teams across multiple geographies

PROFESSIONAL CERTIFICATIONS

• ServiceNow Certified System Administrator

• Automation anywhere: Create Bots Using Automation Anywhere V11.0

EDUCATION

• Bachelor of Computer Science and Engineering - 79.5% 2003

(Bharathiyar University, Coimbatore, India)

• Diploma in Computer Technology (Annamalai university) – 85% 2000

• PG Diploma in yoga -Annamalai university

AWARDS

• Won 4 different awards in software contest and code debugging contests

Professional Summary

A Qualified IT Professional with 9 years of experience including 4 years of experience as a ServiceNow suite developer and administrator.

• Working experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.

• Hands on experience on various IT Services of ServiceNow tool like Service Catalog Requests, Asset Management, Configuration Management, ServiceNow Administration, Incident and Problem Management, Knowledge Management, Reporting, Integration with Web Services

• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.

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

• Experience on Building and running automated tests on Automated Test Framework.

• Experience on Orchestrating test suit based on given Schedules.

• ServiceNow Administration and Production support including maintenance of lower life cycle instances.

• Functional knowledge and implementation experience of ITSM frameworks.

• Expert on ServiceNow Discovery module, comfortable deploying discoveries in a multi-datacenter environment. Proven ServiceNow implementation experience. Multi-domain/service provider model experience within a SNOW platform.

• Understanding of IT service management (ITSM) and the ITIL business process. Maintain service level agreement (SLA) and monitor an SLA workflow.

• Create, monitor, modify, and publish service catalog workflows with approvals. maintain Single Sign-On integration

• Create an access control rule (ACL). Use of scripting tools and ServiceNow functionality to create script to automate routine tasks being done in ServiceNow.

• Familiar with ServiceNow Content Management System (CMS)

• Configuration Development and development of Requirement Integration components (SSO, LDAP).

• Performing SOAP operations on desired tables like insert, deletion, update record, run scripts a do end point.

• Creating debugging incoming SOAP envelope, preventing elements in SOAP messages.

• Overriding the SOAP end point and different web services like Direct web service, import sets, scripted web service

• Experience in SDLC (Software Development Life Cycle).

• Experience in designing, developing, Configure, customizing & administrating ITSM suite of applications.

• Customized ITSM, Incident, Problem Management and Change Management modules based on user requirements.

• Experience in designing, developing, customizing & administering ITSM suite of applications.

• Experience in upgrading of ITSM suite from version 6.3 to 7.5

• Experience in setting up of CMDB 1.1 and 2.0.

• Worked on Customization of SRM according to the client’s requirements and Configure with respect to backend applications i.e Incident and Change Management.

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

• Good Knowledge of ITIL and ITSM best practices.

• Good understanding of Web Services, Crystal Report.

Work Experience

ServiceNow Dev / Admin Ericsson, Inc -Waltham, MA Oct 2019 – Till Date

ServiceNow HR Case Management Implementation

• IT product owner for implementation of HR Case Management (HRCM) module

• Coordinating with implementation vendor for successful implementation of HRCM product

• Day to day interactions with HR VP, Directors and HR Leads for understanding the requirements

• Agile implementation approach for implementation in 3 sprints spread across 6 weeks

• Business stakeholder management by reporting periodic status and ensuring quality of service

Sr. Associate KPMG/Sunray Systems Inc Aug 2014 – Oct 2016

• Part of CIO Advisory team for driving ITSM transformation, ServiceNow implementations and IT strategy consulting

• Have worked on 8 projects comprising of ServiceNow ESM implementation, IT transformation and strategy development

• Senior IT & Business stakeholder management with periodic reporting, requirement gathering and ensuring quality of deliverables

• Preparing RFP/RFI responses and solutions in supporting sales activities

ServiceNow Service Catalog Implementation at Telecom Giant & Media Enterprise

• Coordinating with Business Managers and IT Leadership for development of more than 100 catalog items

• Facilitating requirement gathering workshops and translating the requirements in design template for development

• Translating the requirement into Epics, Stories and Tasks in scrum module of ServiceNow. Managing the backlog of stories using Scrum- Agile methodology

• Creating reusable workflow for catalog development, adding custom tables, importing data from LDAP/AD and Software Asset Database (homegrown)

• Creating order guides for Onboarding requests including multiple catalog items and onboarding form design

• Configuring variables, UI actions, UI policies and Business rules as required

• Creating custom table as part to CMDB to capture IT configuration item

• Coordinating with development team to get the catalog item developed. Guiding the development team on design decisions and making sure the design is client ready

• Liaising with third party vendors and internal client teams to understand and design the integrations with Marimba, Jira, Stash, AD, LDAP using REST/SOAP API’s

• Configuring “Connect Support” chat functionality for end users and VIP users to contact Service Desk analysts for reporting issues in Incident Management module

• Configuring various KPI Reports for Incident Management and Chat functionality

• Coordinate update set moves from development to test to production environments

ServiceNow Various

• Coordinating with Business Managers and IT Leadership for development of Incident, Change and Knowledge Management

• Coordinating with client for development of domain name and DNS management catalog item

• Functional testing more than 500 catalog items

• Developing the IT Asset Management solution for asset discovery, asset maintenance and decommissioning

• Integration with discovery tool and management of table in CMDB

Responsibilities:

• Assisting client implementing the MSP (Managed Service Provider) instance for ServiceNow and Domain separation for ServiceNow Instances.

• Working with client and functional requirements within ServiceNow.

• Facilitating rollout of new applications and modules.

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

• Service Catalog and Request Workflow Design and Configuration

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

• The service we also provide to clients is a semi managed service for administering their Service desks that has been implemented. This includes various administration tasks within Service desk software.

• 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 to check for the data collected through discovery is accurate.

• Created new Business Rules/Script Includes/Client catalog script/Client Script.

• Configured chat functionality for Service Desk ticketing queue

• Created transform maps for importing CMDB data.

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

• Imported many ci’s using import set tables

• Imported Active Directory to ServiceNow using data sources.

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

• Created transform maps both automatic field mapping and scripting

• Also worked on Asset Management and loaded the data into it. As well as Demand Management

• Integrated Fire eye tool with ServiceNow using Email integration i.e. inbound actions scripting.

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

• Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.

Environment: ServiceNow, Asset Management, Incident Management, Problem Management, Fire eye,

HTML, Java script, CSS, CMDB

Service Now Consultant UNION BANK – San Francisco, CA May 2017 – Aug 2019

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

• 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

• Worked on domain separation.

• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.

• 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 used as architecture runs over HTTPS/LTS, used as interaction between clients and web services

• REST response HTTP status codes and debugging REST queries, troubleshooting, enhancement in fuji. eureka

• 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

Environment: ServiceNow, Crystal reports 2008/9.x, Netcool, CSS, HTML, Web Services, CMDB, BIRT 2.5.1,

SRM 7.6, MS SQL server 2008.

SQL/ Tableau Developer Indi Technology, India Jan 2012 – April 2017

Responsibilities:

• Involved in Planning, Defining and Designing data based on business requirements and provided documentation.

• Created Database and Database Objects like Tables, Stored Procedures, Views, Triggers, user defined data types and functions in SQL Server.

• Built Strategic, Analytical, and operational dashboards using Tableau.

• Worked as a Tableau admin, in charge of the report development and maintenance.

• Independently worked on owning IT support tasks related to Tableau Reports on Server.

• Implemented the Case Statement Logic in SQL statements to reduce the PL/SQL code using Oracle feature.

• Worked on Compiling, troubleshooting, and maintaining stored procedures.

• Used excel sheet, flat files, CSV files to generated Tableau ad-hoc reports.

• Responsible for creating SQL datasets for and Ad-hoc Reports.

• Built and maintained many dashboards.

• Independently worked on owning IT support tasks related to Tableau Reports on Server.

• Implemented the Case Statement Logic in SQL statements to reduce the PL/SQL code using Oracle feature.

• Worked on Compiling, troubleshooting, and maintaining stored procedures.

• Participated in daily stand up meetings to clarify business requirements.

• Wrote multiple SQL scripts to analyze the historical data and extracted required data.

• Designed complex store procedures for data profiling process to define the structure of the pre-staging and staging area.

• Involved in implementing error handling techniques with system variables and try-catch.

• Implemented indexing strategies such as covering indexes, indexed views, and index defragmentation

IT Business Analyst

• Maintaining ISO 20000 policies based on ITIL Framework. Performing Gap analysis of ITSM processes, identifying improvements, & driving service improvement plan

• Preparing transition plans, schedules, and overseeing KT documentation for technical teams.

• Presales Activities: Drafting proposal response to RFP/RFI for IT Infrastructure Services, Proposal Defense and Solution Development, Effort and Cost estimation modeling.

IT Business Analyst

• Defining ITIL Processes for Incident, Problem, Change, Release & Deployment, Service Asset & Configuration Management

• Performing GAP Analysis, identifying improvement areas and driving Service Improvement Plan

• Part of Transition team for Telecom Service Transition of over 500 global sites

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