SCRIPTING

JavaScript, Jelly scripting, AngularJS, Shell Script. Client script

JAVA TECHNOLOGIES

JSP, AJAX, Web-Services Servlets, and JDK

Methodologies

Waterfall, Agile/Scrum, SDLC

Itsm

ServiceNow (Versions)

(New York, Madrid, London, Kingston, Jakarta)

OPERATING SYSTEMS AND DATABASE

Windows, UNIX, Linux, Sun Solaris. Windows Server 2003, 2008, 2012/2012 R2, XP, All Windows 8, 10

OOB Technicalities

UI Macros, Business Scripts, Client Scripts, UI Scripts, UI Actions, Ajax Scripts, UI Policies, Script Includes, Access Control Lists (ACL), SOAP and REST API

ServiceNow applications

Incident Management, Problem Management, Change Management, CMDB, Asset Management, Project Portfolio Suite, Knowledge Management, Service Catalog, portal Design, Catalog Configuration.

Summary

Overall, 8 Years of professional IT experience and 5+ Years of experience in ServiceNow platform as both Developer and Administrator.

Worked in the Front-end development using technologies like HTML, jQuery, CSS, and JavaScript.

Experience in Installation and Configuration of different modules of ServiceNow.

Hands-on experience in technical implementation of Incident Management, Problem Management, Change Management and Service Catalog.

Created Knowledge articles & Helpdesk users on ServiceNow platform.

Experience in Configuring Applications using Service Now tool, used in ITIL Management. Deep functional and technical knowledge of the ServiceNow platform as well as experience-delivering medium to large-scale ServiceNow implementations.

Gathering requirements and converting BRD's into technical requirements. Created design patterns & implementation plans for ServiceNow enhancements.

Experience in configuring the Incident Management, Problem Management, Change Management, Asset Management, Service Request Management applications and event management.

Expert in Designing, Developing, Maintaining, and Optimizing the Universes using Designer Module Configuration, Web Services, Catalog client Scripting, SOAP, Developing complex workflows.

Experience in designing User Interface (UI) applications and professional web applications using HTML 4.0/5, XHTML, CSS2/CSS3, JAVASCRIPT, JQUERY, AJAX, JSON AND XML.

Experience in configuring / maintaining / customizing ITSM 7.X/7.6.x/8.1/9.1

Experience in performance tuning of Remedy Setups

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

Experience in upgrading of ITSM suite from 6.0 to 7.x, 7.6.04 to 8.1 and 8.1 to 9.1

Created ESS Portal with knowledge base through a user-friendly website.

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

Working experience on CSS Background, CSS Positioning, CSS Text, CSS Border, CSS Margin, CSS Padding, CSS Table, Pseudo Classes, Pseudo Elements and CSS Behaviors in CSS.

Extensive experience on implementing the AJAX features using JavaScript and jQuery. Proficient in developing web page quickly and effectively using, HTML5, CSS3, Jelly Script, JavaScript and jQuery.

Worked on Agile and Scrum method environment and implemented the changes required by the business owners on a regular basis.

Tracked, aggregated and visualized key performance indicators over time.

Created Performance Analytics widgets, scorecards and dashboards.

Hands Experience on Business Rules, Client Scripts, Schedule Jobs, UI Actions, UI Polices.

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

Strong skill set in the ServiceNow suite development including SOAP/REST integration.

Web services, Discovery, Workflow, and CMDB. Implemented of Discovery from scratch, by installing MID Servers on remote desktops.

Good Understanding on PowerShell Scripting.

Good knowledge of Grunt, GITS, HTTP and Restful services.

Communicated with the external web service using SOAP Messages, REST and JSON.

Participated in workshops with ServiceNow partner teams to help companies implement ServiceNow using best practices in ITSM.

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

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

Demonstrated ability to manage and direct internal/external clients around all key technical decisions during project delivery and project work of advanced ServiceNow development.

Tracking of Incident from creation to closure, with timely communication to business. Monitoring service level agreement (SLA's) and operation level agreement (OLA's)

Authorized to work in United States for any employer.

Professional Experience

Client: Delta Airlines, Eagan, MN May 2018 to Till Date

ServiceNow Developer/Admin

Responsibilities:

Created a route map for the Greenfield implementation of ServiceNow project and migration of legacy tools onto ServiceNow.

IT Service Management applications development on ServiceNow platform to automate the day-to-day corporate business processes.

Managing all the activities like Instance cloning, patch upgrade and Post fix implementation after clone.

Created all JavaScript logic like validation, transitions, template, date picking etc.

Designing new Workflows and modifying the existing workflows according to new requirements in an efficient manner.

Working knowledge on Java Script, Angular JS, AJAX, CSS, HTML, and Bootstrap

Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes.

Worked on Glide Ajax and Glide Records for scripting and UI actions.

Development and design of Self-Service Portal.

Experience with Service Portal to determine the users logging in to the portal and customization with a combination of system properties and script include.

Implemented new feature on portal for request module called technician scheduler where user can schedule an appointment with the deskside technician which sets up a meeting on their calendar

Worked on setting up Service portal content so that it's only available to authenticated users.

Involved in Upgrading the implementations of ServiceNow version from (Kingston to London).

Involved in Upgrading the implementations of ServiceNow version from (London to New York).

Developed several client-side scripting, catalog scripts, UI scripts, server-side scripting based on business rules.

Configuring Data Sources, Import Sets, SLA/OLA, LDAP and Transform maps.

Development/Integration of Web services for B2B communication for Change Management using inbound and outbound actions with script Includes and Sonic for the synchronization between third party and the Service Now Change application by processing XML Tags containing the full information of the record.

Configuring Integration Web Services with Third Party application by using SOAP Web service.

Involved in various inbound and outbound integrations using REST/SOAP messages, Direct web services and created various workflows and customized existing workflows for catalog items and change approval process.

Deploying the developed code to Stage/QA/Production instances using Update Sets.

Providing support during the UAT process and postproduction deployment.

Root Cause Analysis for the incidents and interruptions in process flow and applying fix for the same within the SLA duration.

Built the custom UI Pages, Financial pages, and Integration with various cloud management tools for creation of new projects, migrating the existing projects form different project management tools to ServiceNow PPM module.

Creating workflows to handle the status flow once the request is received from an external tool.

Key contributor in Service Integration ITSM Tools team including configuring ITSM tools to engage effectively over the Service Integration Layer, building Web Services for different technologies and providing support for demos to internal stake holders as well as client stake holders.

subject matter expert for ServiceNow portfolios/platforms and actively collaborate with other Solution Architects on IT standards, innovation and integration opportunities to enable new value chains and business efficiencies.

Work with client to document future state processes for incident management, change management and knowledge management.

Implementing Asset Management and maintaining the functionality updated as business requirement and weekly data upload.

Developed HR Service Portals with standard as well as non-standard service requests.

Business Analyst:

Involved in gathering the requirement from the business users, stake holders and responsible for managing the end requirement as well.

Created documentation and templates for the requirement and got finalized by the business stake holders.

Client: Anthem, Atlanta, GA June 2016 to April 2018

Role: ServiceNow Developer/Admin

Responsibilities:

Effectively following Agile methodology, actively participating in daily Scrum meetings and discussions among stakeholders.

Developed HR Service Portals with standard as well as non-standard service requests.

Involved in Complete the upgrade tasks where necessary to prepare an application or feature for the upgrade process, and complete appropriate migration tasks after the upgrade to protect data and customizations from changes to the system.

Expertise in CMS and CMS+ Plugins and was responsible for managing front end requirements as well.

Involved in introducing AngularJS Plugin into ServiceNow and widely used it in creating the front-end view of Portal.

Worked on managing the UI Scripts, UI Macros and UI policies.

Performed integrations with two other ServiceNow related instances apart from Portal (REST, Scripted Web Services & SOAP).

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

Created a customized role with all the required access to the entire application for the admin of GRC.

Worked on creating the workflows for Incident Management, Change Management, Service Requests and SLA's.

Configured ServiceNow discovery, Service Mapping and orchestration.

Worked on configuring Discovery Schedules and Worked on Discovery and set up mid servers and check for the connectivity.

Integrated with various Cloud environments like Amazon Web Services, Microsoft Azure accounts to the instance through service accounts.

Created catalog items for cloud platforms and responsible for creating cloud portal.

Performs integrations and process automation using ServiceNow Orchestration.

Performed the task of using Discovery to load configuration information to CMDB.

Imported many CI's with the help of import set tables.

Worked on Service Catalog and Request, Workflow Design, and Configuration.

Designed and implemented new functionality using Business Rules, UI Policies, and Access Lists etc.

Created Buttons and context menus both on form and lists using UI actions.

Worked on integrating ServiceNow with external SOAP and REST based web services.

Developed solutions using JavaScript, Web Services, SOAP and other web technologies to integrate ServiceNow with internal/ external systems and tools.

Created transform maps for importing CMDB data.

Designed many email templates with the help of html and jelly scripting and used them in notifications.

Worked on configuring Discovery Schedules and Worked on Discovery and set up mid servers and check for the connectivity.

Involved in configuring the UI Actions, UI Policies, Access Lists in ServiceNow.

Created data sources and loaded the Service Now tables with different data formats and created transform maps both Automatic fields mapping and scripting.

Developed Service catalog by creating new catalog items, designing workflows and execution plans.

Implemented various Validation Controls for form validation and implemented custom validation controls with JavaScript validation controls.

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

Worked extensively on LDAP integrations. Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC.

Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, cHTML5

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

Created the UI pages to use them in catalog items, using UI scripts.

Created new Business Rules/Script Includes/Client catalog script/Client Script. Creation of Incidents and Service Requests for supported applications.

Environment: ServiceNow, Service Watch, ITIL, ITSM, HTML, CSS, JavaScript, LDAP, SSO, REST API, SOAP, Glide Script, XML, Jelly, Oracle

Client: GMR International, Hyderabad, India May 2014 to July 2015

Role: UI/Service Now Admin

Responsibilities:

Responsible for providing daily support for all business applications used by Mindtree on the ServiceNow platform.

Performing core configuration tasks.

Worked on various ITIL modules of ServiceNow like Incident management, Change management, and Problem management.

Activating plugins.

Assist with ServiceNow system upgrades.

Assisting in troubleshooting patch/release management issues.

Add users, groups and roles.

Manage data with tables, the configuration management database (CMDB), import sets and update sets.

Create a Triggered Survey to send new Survey after every incident.

Work with key process applications such as Knowledge Base and ServiceNow Service Catalog.

Create workflow activities and approvals.

Configure alerts and notifications.

Perform upgrades and view / monitor history and status.

Create baseline performance metrics.

Customized various Business Rules, Client Script, Script includes, UI Actions, UI Policies.

Created Update sets to migrate customizations from one instance to another instance.

Configured SMTP and POP3 standard Email configurations in the ServiceNow instance, along with setting up Email Templates and Email Notifications.

Environment: ServiceNow, Asset Management, Incident Management, Problem Management, Fire eye, HTML, CSS, JavaScript, CMDB

Client- International Road Dynamics Inc, Bangalore, INDIA June 2013 – April 2014

ITIL Coordinator

Responsibilities:

Tools Used: HP Service Center, Siebel PRM, CAT, PCR, Smart portal

Have transitioned the pilot process along with team lead

Drive proactive quality improvement and Perform Trend Analysis

To facilitate the provision of Service Delivery Reporting support to the Management organization.

Ensure High Quality, Timeliness & Accuracy of all Reports

Produce daily, weekly and monthly reports as agreed with customers

Auditing Problem and Change tickets on a weekly basis to check for compliance in terms of ticket quality, Ticket closure within SLA period, tickets updated with proper root cause investigation and preventive measures for potential and recurring issues.

Rolling out up trainings for teams not meeting the KPI Quality scores.

Ensuring timeliness and quality of Executive alerts sent out in respective accounts in the event of Severity 1 issues with potential business and revenue impact

Worked on Incident Management in a tool called HP Service Center, where we have a list of tickets to be worked upon, generated automatically by the customers and the users when they send the mail to our Generic Mailbox.

Provided requesters with user as well as admin access for different applications like CAT, PCR, Smart portal, Siebel, ECIP.

Created as well as deleting the user’s profile in Siebel. Adding as well as removing the users to the different PDL’s. Maintaining distribution list.

Ownership of ticket tracking as long as they are open and unresolved

Worked on Siebel platform mainly to resolve the issues and closing the tickets in HPSC tools

Routed the tickets to different team or workgroup if it is out of our scope and maintaining the track so that the users get appropriate solution within SLA.

Escalated the issue with technical and second line support to resolve the customer issue. Following up for the update

Generated the report and assigning the tickets to teammates. Ensuring the tickets is closed within SLA.

Have done process improvements which made the team to achieve 100% SLA

Client: Aktrix Technologies, Hyderabad, India Jun 2012-April 2013

Role: UI developer

Responsibilities:

Participated in Team meetings on weekly basis and attending Client meetings whenever required.

Checked OS Event Logs and SQL Server Logs for unusual events.

Created SQL logins, roles and authentication modes.

Automated the routine administrating tasks using PowerShell.

Monitor disk space to ensure your SQL Servers won’t run out of disk space. For best performance, all disks should have 15% or more of free space.

Monitored sessions using the workflow monitor, that were scheduled, running, completed or failed and debugged mappings for failed sessions.

Created Indexes, Views, Joins and T- SQL code for applications.

Created Stored Procedures, User Defined functions, & Triggers.

Created SSIS Packages and deployed SSRS reports in BIDS.

Performed SQL Server service pack and Windows Service pack upgrades.

Used authentication, populating values from groups, based on access permissions (update, view etc.) of users.

Tested and Implemented procedures to detect poor database performance, collecting required information and root cause analysis.

Fetching the data from client database and generation of flat files.

Developed various Charts and Graphs like bar charts, line charts, pie charts by using Chart experts.

Created users in Active Directory and provided requested access to the servers

Maintained DBA Tool as an Inventory and updating it continuously

Monitoring, reviewing & approving change records with 100% SLA.

Resolved tickets assigned based on the priority as per the SLA.

Keeping the track of all critical databases & server related information

Environment: MS SQL server 2008, BMC Remedy, SSMS, Visual Studio, MS Office, BIDS

Education

Bachelors in Electronics and Communication Engineering

Jawaharlal Nehru Technological University, Hyderabad May 2012

Master’s in Computer Science

Indiana Institute of Technology, IN May 2016

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