Service Developer
Resume:
Srikanth Guntaka
ServiceNow Admin/Developer
*****************@*****.***
PROFESSIONAL SUMMARY.
Configured Applications using Service-Now tool used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large-scale Service Now implementations.
Hands on experience in SAM and HAM.
Experience in Service Management and Service Delivery Process. (ITIL Framework).
Experience in Domain separated instance such as data Domain, process Domain.
Experience in Flow Designer to create new workflows to update the records in ServiceNow
Experience in Agent Workspace configuration and dashboards.
Experience in integrating Slack and Microsoft teams, Web Teams with ServiceNow using integration hub.
Configured the Virtual agent assistance in ServiceNow to automate the end user experience.
Experience in ITIL tools like and various ServiceNow modules, SDLC, ITIL tools, and integration in ITSM environment
In-depth knowledge of the technical implementation of Customer Service Management, Change Management, Incident Management, Problem Management, Service Catalog, Idea Configuration Management, Reporting, Discovery and Integrations
Hands on experience in web development using HTML, Ajax, JavaScript, Jelly and CSS.
Expertise in UI Actions, UI Policy, UI Pages, Business Rules, Client Scripts, Include Scripts, Catalog Client Scripts, Catalog UI Polices, Email Scripts, Access Control Lists, UI Macros, SLAs, Scripted Web Services, Rest and SOAP web services, Roles / Groups to name a few.
Have experience using DISCOVERY to load configuration information to CMDB.
Expertise in production support.
Worked on HR Case Management, Order Guides, and Record producers.
Knowledge in Design and development of CMDB (Configuration Management) in ServiceNow.
Expertise in Asset management and to maintain the ci’s and assets data clean and up to date.
Develop solutions in the ServiceNow platform that are sustainable and ITIL compliant, identify and define business solutions for ITIL users.
Worked on Performance Analytics to build reports and dashboards for SAM publishers
Experienced in complex transform scripts in transforming the data into the SNOW database.
Configured LDAP Server, for pulling user and group data from Active Directory.
Worked on LINUX /UNIX environments and expertise in database languages like SQL, Oracle
Expertise in doing CMDB bulk data, load data reconciliation with the help of transform map and transform script.
Expertise in Workflows, inbound email actions.
Experience in preparing documents like Functional Specifications Document and Design Documents
Extensive experience of integrating ServiceNow with 3rd party tools and implantation of SOAP and REST API.
Configured SAML 2.0 Single Sign-on authentication, OKTA Single Sign-on authentication.
Provided assistance to clients with thoughtful experience and excellent communication skills with outstanding skills in problem solving and analysis.
Experience in requirements gathering, analysis, solution design, development, implementation, setup, testing, customization, maintenance, and support and data migration.
Strong interpersonal skills, customer centric attitude, ability to deal with cultural diversity
Excellent work ethics, self-motivated, quick learner and team oriented.
Strong Client Interfacing and negotiating skills. Expertise in Presentation of Demo’s and POC’s.
Client: Sentinel Technologies Feb 20 – Present
Role: Sr ServiceNow Developer
Responsibilities:
Implemented the Customer Service management end to end users can go to the csm portal and Submit the cases.
Imported all the data belongs to company from the sql server such as Accounts, locations, Contacts, Companies, CMDB models, Hardware assets, Software assets, sold products, Special handling notes etc. other data through JDBC import.
Created Schedule jobs for the above-mentioned data to make the daily updates/inserts
Created Catalog items with proper form validations and routings so that when the customer submits the cases it will go to the proper channel.
Created several workflows to auto assign the tickets based on the logic
Updated the csm portal with Custom widgets to meet the requirements
Created several Flow designers to automate the process of case-request and case-incident
Created Flow designers to transfer of comments and attachments from csm portal to the Request/Incident.
Made modifications/updates to Project Portfolio management.
Created Child incidents relationships with the cases
Created Several ACL’s so that the end user can see only the data belongs to their account/company
Did integration with Workday for tracking of the projects
This environment is a Domain separated so created the business rules or client scripts and UI polices according to the domain so that the end users access them
Did integration with WebEx teams so that the alerts can go directly to the specified team space
Involved in the cloning and upgrading the instance to Paris patch 2.
Implemented the complete CMDB structure with proper Model’s, Model categories and Asset classes and built proper ci relationships.
Created unique fields in each of the imported so that the data will be accurate to avoid the duplicates.
Did several updates to the knowledge articles to meet the requirements.
Reviewing created / updated Visio process documents and create/update process narratives as needed.
Extensive development in our ServiceNow platform including creation and customization of our Incident, Request, Service Change, Service Level, Knowledge and Configuration (CMDB) applications and processes.
Manages data with Tables, the CMDB, Import Sets, and Update Sets.
Developed automated mappings to schedule the load of flat files on daily, weekly and monthly basis.
Assist in the import of configuration and asset data model categories and ci classes.
Created custom process to get the acknowledgment of Assets from the user to keep the data accurate.
Followed agile process for developing the stories.
Client: USAA April 19 – Feb 20
Role: Sr ServiceNow Developer
Responsibilities:
Perform day to day administration of the Service-Now tool Maintain business services and configuration item relationships in Service-Now tool.
Reviewing created / updated Visio process documents and create/update process narratives as needed.
Extensive development in our ServiceNow platform including creation and customization of our Incident, Request, Service Change, Service Level, Knowledge and Configuration (CMDB) applications and processes.
Manages data with Tables, the CMDB, Import Sets, and Update Sets.
Developed automated mappings to schedule the load of flat files on daily, weekly and monthly basis.
Assist in the import of configuration and asset data model categories and ci classes.
Created custom process to get the acknowledgment of Assets from the user to keep the data accurate.
Created custom process for instant insert and update of assets by using workflow to which automate the data source and runs the transform map to insert / update the new assets.
Creates Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows.
Develop and manage application code, user interface, and third-party integration components
Created reports, workflows, and data imports for Incident, Problem, Service Request, and Change Service Now modules.
Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
Performs core configuration tasks including system policies, business rules and client scripts.
Experience working with Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists.
Manages users, groups and roles
As a part of support activity resolve incidents by provided with proper root cause investigation.
Develop necessary development documentation as needed (e.g. technical design, developer notes, etc.)
Coordinates installation of Service Now upgrades and/or service packs. Develops and manages the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements or error correction.
Develops and improves user systems procedures and prepares systems documentation.
Establishes and maintains effective communications with customers, other technology specialists, and vendors about services.
Developed Service Catalog items based on the requirement provided by the stakeholders.
Customized ITSM modules such as incident, problem, knowledge and Major incident
Madrid upgrade
Worked on the upgrade of ServiceNow version from London to Madrid
Scoped Applications
Worked on Migrating the Global applications to scoped application which involves creating the client scripts, business rules, and ui actions from global to scoped
Service portal
Worked on Service portal design for the appointment booking application. Created new widgets & pages for appointment booking application
Flow designer
Created new flow designers for the record updates and notification process
Surveys
Created new Surveys based on the requirements for the customer feedback
Created custom application called accelerator for the approval between managers and side commanders
Created catalog items and record producers based on the requirements.
Created new ui pages and ui actions for the customers based on the requirements
Coaching Loop application
Worked on coaching loop module and created assessments based on customer requirements
Followed the agile process for development and ServiceNow releases
Client: Cox Automotive June 16 – April 19
Role: Sr Software Engineer
Responsibilities:
Worked on almost all the modules in ServiceNow and leading the integration team in Cox Automotive
Flow designer
Created efficient flow designers to increase the system performance by reducing the business rules and schedule jobs etc.
Slack & Microsoft Teams integration (Now actions app)
Integrated ServiceNow with Microsoft teams and Slack by this the users can directly receive the slack notification / Team’s notification to them, or their channels and they can approve the approvals or close the assigned from the slack / Teams itself.
Salesforce integration
Integrated ServiceNow with different salesforce instances in which creation or updating of cases in salesforce and transfer of attachments from salesforce to ServiceNow
Orion integration
Integrated ServiceNow with solar systems and which when the tickets get create in the solar system will create an incident, updates the incident and closes the ticket vice versa
Position Tracker Custom Application
The ServiceNow Position Tracker application provides a streamlined process for creating and managing all new, backfill, and conversion requests within the Cox Automotive Product and Technology group. Through the Position Tracker application, users can Create new, backfill or conversion requests Manage team headcount
Project portfolio management
Rectified Daylight Savings Time Entry Bug - ensure that the daylight savings time will not have any impact on time entry processes so that SNOW can continue to send the correct
time entry data to end clients. Worked on Time portal modifications, for example: Provided the users the view the count of late time entries, leftover PTO hours. Developed a better
view for time entry mobile user/approver, as they want an easy way to navigate and approve time from the mobile application So that they have the enhanced user experience.
Storage agility: Team members can now create new shares on existing servers automatically using SNOW. The prior method required the requestor to manually open a ticket to the SSG team to create shares. SSG would complete the request, close the ticket, and confirm completion of the work to the requestor. Requests can now made quickly and efficiently through the Service Station portal. The request is fulfilled via automated workflows and the requestor is notified automatically upon completion.
Madrid upgrade
During this upgrade I took lead for integrations testing also addressed several issues during the upgrade.
Wow application
Created a custom Service Portal Department Status Report generation for WOW. Which is just a replication of status report
Miami Application & Motor Applications
This is to track the status of the business initiatives of the company every month
Cloning: Leadership in cloning instances over production environments before the release and major project updates and SNOW upgrades.
Handled Bi-Weekly releases which includes smoke testing for each story developed in lower environment and later moving the update sets from lower environments to the production environment in off business hours.
GRC Module
Had hands on experience with GRC Module and customized this module as per stake holders’ requirements.
F5 Load balancer
The Network Services – Core team wanted to automate the request process for new F5 Load Balancers, and I developed the automated WF so that Users can easily submit requests for F5 Load Balancers via SNOW
Trainings
Pulled together several training class for the developers and solution engineers on writing efficient queries on the NOW platform. Helping them to drive consistency, understanding, and efficiency on how we build services for our stakeholders.
Client: State of Alabama Jan 16 – March 16
Role: ServiceNow Developer/Admin
Responsibilities:
Communicating with end users, identifying their difficulties and changing the applications as per their requirements.
Created various front-end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
Configured UI Page and UI Macro using the Jelly and JavaScript.
Managed end user portal and created dynamic, static block for the content management system.
Implemented best practice of ServiceNow Scripting, which enhanced the System performance.
Designed Workflows, along with standard Workflow templates which can be reused.
Strong knowledge of the server-side scripting Business rules and Script Includes.
Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.
Orchestrated the efforts of vendors, and internal divisions/departments to internalize new IT Asset Management processes.
Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps.
Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.
Implementation of Software and Change Management ServiceNow Change Management0ok.
Implementation of changes to improve automation and efficiencies in ServiceNow.
Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
Managed all Change Management Information (ServiceNow). Configured multilevel approval workflow for the change request.
Implemented Risk Management for the Risk evaluation of the change Request associated with the Configuration Item.
Managing ServiceNow (Change Management) ITIL Automate and standardize business processes for all Go-Lives. Consolidating all global IT to a single system of record.
Responsible for Development Team Performance and involved in grooming & mentoring team members on various processes.
Did performance tuning of the ServiceNow and also worked on System Diagnosis.
Integrated Microsoft Translator with ServiceNow for translating the different string.
Environment: ServiceNow/Istanbul, Windows10, Oracle 11g, WINSCP, SQL*Plus, JavaScript, UNIX, Linux.
Client: Code force 360. Oct 15 – Dec 15
Role: ServiceNow Developer
Responsibilities:
Created the service catalog items and build appropriate workflows and captured the billing process for the catalog item which created reports based on monthly invoice.
Worked on the Change management, modified the workflows.
Worked on Incident Management, Problem Management, Service Catalog, and Configuration Management and modified the notifications based on the requirement.
Participated in several meeting with contractors and planned to use the ServiceNow for their Contract management.
Worked on the employee self-service portal where the external agencies can order the catalog items.
Worked on Project Portfolio Management.
Worked on Asset Management.
Done Migrations in to ServiceNow.
Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.
Working on Report, dashboard designing.
Defined SLA, OLA and Contract for the customer.
Configured SLA workflow for the advance SLA configuration.
Monitoring incidents encountered during the implementation of a change are properly documented in the change record and Vice versa.
Achievements:
Google implemented two ideas shared by me through the feedback form
The first idea leads to creation of blog called Registered computers in Gmail (2013) plays a major role in Security for Gmail account.
The Second idea leads to Auto sharing in the Google Photos (2017)
EDUCATION:
Master of Science, Electrical Engineering
Graduated: August 2015
University of New Haven, West haven, Connecticut, USA
Bachelor’s Degree, Electronics and communications engineering
Graduated: April 2013
KKR & KSR Institute of technology and sciences, JNTU, India.
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