Service Developer

Abhishek Kanuri

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

Mob: 510-***-****

EXPERIENCE SUMMARY:

Over 7 Years of extensive IT experience in SDLC phases, including requirement analysis gathering, design, develop, test and implement Enterprise Level Applications as per ITIL standards on ITSM platforms.

Experienced in designing complex Workflows & Implementation of Incident, Problem, Change, Request, Asset Management and Service Catalog setups for various business applications.

Experienced in configuration of Business Rules, UI Policies, UI Actions, Client Scripts and ACLs that include advanced scripting.

Experienced in performing ServiceNow Integrations with third party tools using Orchestration with a blend of MID Server, REST and SOAP. These tools include but are not limited to Trello, Evernote, SQL Server, Oracle Server and LDAP.

Experienced in installation, configuration & administration of CMDB, along with Discovery, Hardware & Software Compliance Asset Management. Attained good working knowledge on Probes, Sensors, and Identifiers, along with WMI, SNMP, SSH devices.

Experienced in Performance Analytics which included generating reports, developing Custom Charts & integrating with reporting tools like Microsoft Power BI & Explore Analytics in ServiceNow per requirements

Experienced in designing the Content Management System and Service Portal which involve layouts, themes, Various Content Blocks, Content Pages, reusable widgets & service catalog work. Developing Content Pages quickly and effectively using HTML5, CSS3, JavaScript, JQuery, AngularJS, JSON and Bootstrap.

Experienced in Production Support as first line support, second line support in resolving ticket defects and change requests raised on various applications.

TECHINICAL SKILLS:

ITSM/ITIL Tools

ServiceNow, BMC Remedy

Scripting

JavaScript, Jelly Script, HTML 5, CSS 3, XML, AngularJS

Software Methodologies

SDLC

Databases

Oracle 10g, MySQL

Programming Languages

SQL, PL/SQL, C++

Application Servers

IBM Web Sphere, Apache Tomcat, Windows, Linux, Unix

PROFESSIONAL CERTIFICATIONS:

ITIL® Foundation Certificate in IT Service Management

ServiceNow Certified Application Developer

ServiceNow Certified System Administrator

PROFESSIONAL EXPERIENCE:

Campbell Soup Company, NJ December 2017 – Present ServiceNow Developer/Admin

Roles & Responsibilities:

Implementing Service Catalog, Incident Management and Change Management with extensive knowledge on Content Management System.

Responsible for building scalable, effective solutions both in ServiceNow and through interfaces to other third-party tools.

Successful oversight of several ServiceNow implementations including upgrades to Geneva and Helsinki.

Worked on huge Workflow design for on-boarding and off-boarding of a partner/ employee/Contractor based on the requirements provided by the teams.

Responsible for effectively implementing ServiceNow Enterprise level Applications as per Business requirements for ITOM/ITSM processes.

Involved in Requirements gathering, Designing, Development and Implementation of CMS.

Good experience in Create Web services (Inbound) (SOAP Message and REST Message), Publish & Provide Security Access to external systems using ServiceNow and Data power. Consuming Secure Web service (Outbound) using ServiceNow.

Experience in Implementation of Workflow, Incident Management, Problem Management, Change Management and Service Catalog on various business applications.

Very good experience in UI development experience within ServiceNow working with JavaScript, Glide Script, UI Policy, HTML5 and CSS3 and applying Business Rules.

Worked with Service Portal to display catalog items. Modified several out of box scripts to render Service Portal as per business needs. Created New pages in ESS Portal using Jelly Scripting and UI Macros.

Created End User Service Portal with modules and widgets as requested.

Developing Customer Facing Service Portal page and Performed mapping using ServiceNow Service Watch.

Worked with Apache Jelly to create various kinds of UI pages and UI Macro templates.

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

Creating roles that provide selective access to ServiceNow and then assigning these roles when user needs to access a functionality. This helped a lot in maintaining privacy between users and the system.

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

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

Involved in the ServiceNow Discovery and CMDB maintenance.

Finding applications and devices with in the network using Discovery, updating the CMDB with the information

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

Responsible to document and maintain all requirements, implementations and approved ServiceNow processes.

Environment: ServiceNow/Geneva, Helsinki, JavaScript, Java, Angular JS, Service Portal, Html, CSS, Glide Script, AJAX.

Adventist Health System, Orlando, FL June 2016 - December 2017

ServiceNow Developer/Admin

Roles & Responsibilities:

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

Working with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow and proposing resolution and design suggestions

Facilitating rollout of new applications and modules.

Created various front-end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.

Configured Service Level Agreements to define certain levels of service from both internal and external providers

Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items and Service catalog items.

Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.

Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.

Designed road map to implement SRM & Orchestration modules. Suggested best practices to develop workflows.

Developed reusable REST Messages to extract google locations in JSON format and propagate the data to forms and UI Pages and used in orchestration workflow activities

Developed new user interface for Help Desk Team.

Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools and enhanced requests by java script.

Performing quality assurance testing and user acceptance testing.

Created reports, workflows, data imports for Incident, Problem, Service Request & Change Service Now modules.

Created & Maintained foundation data - User Accounts, Approvers, Support Groups, Production Categorizations, Sites and Templates.

Responsible for preparing design level, program-level and user-level documentation.

Creation of Ordered Guides.

Supported teams responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gathering and documenting user and process requirements, developing workflow customizations, and performing quality assurance testing and user acceptance testing.

Environment: ServiceNow, Wireshark, Angular JS, ITIL/ITSM, JavaScript, XML, HTML5, CSS, Bootstrap, LDAP Integration, Glide Script, Agile, XHTML, jelly Script and Windows.

American Electric Power Company, Columbus, OH May 2015 to June 2016 ServiceNow Developer/Admin

Roles & Responsibilities:

Responsible for providing daily support for all business applications used by American Electric Power Company on the ServiceNow platform.

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

Performing core configuration tasks.

Activating plugins

Assist with Service Now 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 Service Now 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, UI Actions.

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.

Developed Scheduled Reports as per business requirements from management.

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

Western Union, Hyderabad, India April 2013 to Dec 2013

SQL Developer

Roles &Responsibilities:

Understanding the business process/requirement and translate them into technical requirements.

Created Database Objects like Tables, Views, Synonyms and Sequences.

Extensively used of PL/SQL Stored Procedures, Functions, Triggers and Packages.

Tested the entire application in testing environment and exported to Production.

Handled Maintenance, Development support activities.

Done the documentation and provided on-site production support.

EDUCATION:

Northwestern polytechnic University- Master of Science in Computer Science.

SRM University - Bachelor of Engineering in Electronics and Communication.

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