Service Developer
Resume:
Gopi Sirvisetty
*******@*****.***
•9 Plus Years of experience in all phases of Software Development Life Cycle (SDLC), quality management systems and project life cycle processes.
•6 Years of experience in ServiceNow platform as both Developer and Administrator.
•Configured Applications using Service-Now tool used in ITIL Management. Strong understanding of ITIL V4. Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large-scale Service Now implementations.
•Experience in Installation and Configuration of different modules of Service-Now.
•In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
•ServiceNow applications implemented: Incident, Problem, Change, Configuration, Asset Management, Software Asset Management, Contract Management and Procurement.
•Experience in designing, developing & administering ITSM suite of applications, AR System 7.x, Asset Management, SLM 7.X and WebServices.
•Deftness in carrying out implementation, troubleshooting, development and configuration of BMC Remedy and ServiceNow Applications
•Strong technical knowledge of AR System Platform and ITSM Products (Incident Management, Change Management, Problem Management, Asset Management, SLM, SRM, CMDB, AIE)
•Having experience in developing Web applications using Java & J2EE technologies based on in-depth knowledge of Object-Oriented Programming and Web Programming.
•Proficient in Design and Development of User Interfaces using HTML, CSS, Servlets and JSP proficient in programming using JSP.
•Integration Analyst responsible for Systems Engineering, Designing, Developing, Testing, and implementing specifications provided by the client
•Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
•Have good experience in implementing systems using the Agile/Scrum methodology.
•Experience in Application Architecture, Analysis, Technical Design, Development, Implementation, Performance Tuning, Testing, Configuration Management and Release/Build management in all stages of Full Software Development Life Cycle (SDLC) of software applications using J2EE technologies.
•Attention to detail and complex problem-solving abilities from operational and technical perspective.
•Excellent Interpersonal skills, Communication skills, Documentation Skills, problem solving ability, Analytical and Programming skills in High speed, Quality conscious and Multitasked environment.
Education Details:
Master of Science in Computer Science (MSCS)
ServiceNow Admin Certified
ITIL V4 Foundation Certified
Technical Skills:
Products:
Service Now, BMC Remedy ARS, BMC Remedy ITSM BMC Atrium CMDB, Java, JavaScript.
Tools
ServiceNow (Incident, Change, Problem, Asset, SLM), ITIL, Remedy, Mid-Tier, Web Services, HTML, JavaScript, Jelly Beans, Web Services, jQuery, XML, JSON.
Web Servers
Crystal Reports 9, Apache Tomcat, Web logic.
Technologies
Java Script, JDBC, HTML, CSS, VB, Ajax, Agile, XML 1.1.3, Angular JS, Bootstrap, WebServices, Selenium IDE, Selenium RC, Selenium Webdriver, Agile.
Databases
SQL Server, Oracle and MS Access, MongoDB
Operating Systems
Windows, Unix and Linux
Citi Group, Warren, NJ Aug 16 – Till Date
ServiceNow Developer
Responsibilities:
•Maintains existing applications and creates code that meets system standards.
•Implemented Agent workspace in ServiceNow.
•Involved in implementing Customer Service Management (CSM).
•Implemented Human Resource Service Delivery (HRSD) in ServiceNow.
•Develop a custom application (CTicket) and end to end to maintenance of CTicket.
•Customization of UI policies, Client Scripts, UI actions and business rules.
•Experience in Service Portal.
•Extensively involved in requirement analysis, design, implementations, upgrades, enhancements and customizations of different modules of ITSM suite.
•Identified and Recommended the ITIL v3 methodologies to deliver technical methodologies around the ServiceNow platform.
•Currently Involved in Implementing Geneva. Working on sub production instances.
•Gathered requirement from users for attributes needed to develop Service Catalog items. Work with architect to deploy daily requirements.
•Good experience in Agile and Scrum Methodologies, currently our work in take process is with Stories.
•Manage data with tables, the configuration management database (CMDB), import sets and update sets.
•Enhanced the existing LDAP integration and modified business rules.
•Work on Data Sources for various external applications, Import sets and Transform maps to import data into Service Now.
•Experience in Application Development, Solution and Email Integrations.
•Created Email Templates and Email Notifications.
•Experience Collaboration effectively with other ServiceNow administrators to develop solutions and handle general updates and configuration changes/requests.
•Designed and created homepages including basic KPI reporting, gauge configuration and dashboard presentation.
•Managing all the activities like instance cloning, patch upgrade and Post fix implementation after clone.
•Building rich user friendly, high performance web applications using HTML5/4, CSS3/2, JavaScript, Bootstrap and in implementing cross-browser stylesheets.
•Creating custom Tables, Fields and configuring Access Controls (ACL’s) over them.
•Following the Release process to develop and deploy the code in development to production environments as per proper approval from functional leads.
•Performed Troubleshooting issues arise on the Linux server.
•Designed Workflows, along with standard Workflow templates which can be reused.
•Implement Service now customization including, but not limited to, Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, and data imports and exports.
•Customization of form, creating views and sections to meet business needs.
•Created custom related lists according to business requirement.
•Creating Knowledge articles to document the steps in creating the catalog items.
•Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
•Used network protocols to know the connection between systems.
•Collaborated with application and infrastructure teams to provide architectural and technical guidance and oversight for ServiceNow solution implementation and customization.
•Working on different kinds of variables and variable sets.
•Users are populated into the system using LDAP integration and worked closely with Service Now team and Infrastructure team to facilitate this integration.
•Creating the incident, change and problem management reports through KPI module based on different categories.
•Generated and exported Custom reports on ServiceNow and SSRS for the Business Users.
•Integration experience with directories, such as Active Directory using methods such as LDAPs.
•Involved in providing production support within the Service Level Agreement.
Environment: ServiceNow, ITIL, JavaScript, Jelly Beans, Web Services, JQuery, JSON.
American Airlines, Irving, Texas Sept 15 – July 16
ServiceNow Developer/Admin
Responsibilities
•As a part of support activity resolve incidents by provided with proper root cause investigation.
•Perform day-to-day administration of the Service-Now tool Maintain business services and configuration item relationships in Service-Now tool.
•Develop and manage application code, user interface, and third-party integration components
•Develop necessary development documentation as needed (e.g. technical design, developer notes, etc.)
•Performs core configuration tasks including system policies, business rules and client scripts.
•Manages users, groups and roles
•Manages data with Tables, Import Sets, and Update Sets.
•Creates Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows.
•Performs migration activities (Dev to QA, QA to Prod).
•Coordinates Service Catalog options, including two-step checkout, cart controls, and variables
• Investigate performance issues, learn troubleshooting tools, and use system logs to find issues
•Coordinates installation of ServiceNow 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.
Use & Administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLA's, Reporting etc.
Managing client scripts, UI policies, UI actions and Data policies.
Moving data in and out of an instance using import sets and transform maps and also auto import of data into service now.
Defining Service Level Agreements (SLAs), notifications, and reports.
Played the role of an Implementer of entire Remedy ARS & ITSM suites
Integration with BMC Remedy and Netcool for inflow of alarms which created tickets in remedy.
Maintains existing applications. Creates code that meets system standards.
Integration of service now with LDAP for authentication.
Integration of Service Now with BMC Remedy for ticket creation on change submit.
Subject Matter expert on Incident Management, Change Management Process and Knowledge article.
Recommends appropriate design alternatives to be implemented based on customer constraints.
Migration of customizations from one instance to another instance.
Ongoing Maintenance.
Environment: ServiceNow, ITIL, Javascript, JellyBeans, Web Services, XML, DHTML, JQuery, JSON
Autodesk, San Rafael, CA July 14 – April 15
ServiceNow Developer
Responsibilities:
Use & Administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLA's, Reporting etc.
Core Application Administration: Policies & Interactions, Application Security, Events & Notifications.
Managing client scripts, UI policies, UI actions and Data policies.
Moving data in and out of an instance using import sets and transform maps and auto import of data into service now.
Defining Service Level Agreements (SLAs), notifications, and reports.
Develops new applications from beginning to end.
Maintains existing applications. Creates code that meets system standards.
Integration of service now with LDAP for authentication.
Integration of Service Now with BMC Remedy for ticket creation on change submit.
Subject Matter expert on Incident Management, Change Management Process and Knowledge article.
Recommends appropriate design alternatives to be implemented based on customer constraints.
Develops conversion plans and procedures.
Develops and executes plans and procedures for data conversion, customer acceptance criteria and installation strategy.
Managed ITIL Processes monitoring, overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
Worked on various front-end forms, and associated Client Scripts, JavaScript, UI policies, including advanced customizations that require modification of UI Pages/Macros.
Implementation of changes to improve automation and efficiencies in ServiceNow.
Responsible for Development Team Performance and involved in grooming & mentoring team members on various processes.
Migration of customizations from one instance to another instance.
Ongoing Maintenance.
Environment: ServiceNow, ITIL, JavaScript, JellyBeans, Angular JS, WebServices, XML, DHTML, JQuery, JSON.
Mattel Inc. El Segundo, CA Dec 13 – Jun 14
ServiceNow Developer
Responsibilities:
Involved in technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
Implementation of changes to improve automation and efficiencies in ServiceNow.
Worked on Managing ServiceNow (Change Management) ITIL Automate and standardize business processes for all Go-Lives. Consolidating all global IT to a single system of record.
Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.
Developed automated mappings to schedule the load of flat files on daily, weekly and monthly basis.
Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.
Worked with client and management to resolve issues and validate programming requirements within their areas of responsibility.
Managed ITIL Processes monitoring, overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
Worked on various front-end forms, and associated Client Scripts, JavaScript, UI policies, including advanced customizations that require modification of UI Pages/Macros.
Implementation of changes to improve automation and efficiencies in ServiceNow.
Responsible for Development Team Performance and involved in grooming & mentoring team members on various processes.
Involved in Creating new groups and adding users to the groups in ServiceNow.
Environment: ServiceNow, ITIL, JavaScript, JellyBeans, Angular JS, WebServices, XML, DHTML, JQuery, JSON.
Warner Telecom, Tukwila, WA Oct 12 – Nov 13
BMC Remedy Developer
Responsibilities:
Played the role of an Implementer of entire Remedy ARS & ITSM suites
Worked on Multiple High Availability environments with multiple AR servers with shared database.
Integration with LDAP Active directory & auto population of people data in Remedy.
Integration of third-party web application with remedy through inbuilt remedy web services. Used CREATE,
SET and GET operations for automation of ticket in remedy. Web based application has invoked remedy web services for creating and updating of remedy tickets.
Installation of BMC Topology discovery tool and configured to integrate with BMC remedy ITSM CMDB Suite.
Integration with BMC Remedy and Netcool for inflow of alarms which created tickets in remedy.
Standard ITSM Configuration, SLA Configuration, Email Configuration
Involved in Developing the Forms, Workflows & Building Applications.
Using the AR Migrator tool to deploy objects from the Development to UAT and UAT to Production.
Environment: Remedy ARS 7.1, Midtier 7.1, Approval Server 7.1, Assignment Engine 7.1, CMDB 2.0, Service Desk 7.0.3 Change Management 7.0.3 SLM 7.0.3, Sun Solaris10, Oracle 10g.
3G Cell labs Pvt.Ltd. Hyderabad May 11 – Sept 12
Test Engineer
Responsibilities:
Analysis of the Specifications and creation of Test Designs according to the functional requirements.
Developed Test Scripts using Functional Requirement Documents. Test scenarios are created for Positive, Negative, Boundary cases, etc. Performed all types of testing on workflows and server software.
Involved in creating Test Plans, Test Cases and Test Scripts.
Categorized Severity Incidents Reports based on severity and interfaced with developers to resolve
technical issues.
Interacted with Team lead and developers while testing the application.
Performed test management and bug reporting using Quality Center.
Performed Data Driven Testing using extensive data in the test scripts
Performed the User Acceptance Testing (UAT).
Analyzed the user requirements, functional specifications and used Case documents for Functional testing.
Developed and implemented robust MVC pattern base testing with Selenium RC which cut down the script development time in half.
Involved in automating test cases using Selenium RC with Junit.
Wrote and executed automated test cases using Selenium RC to automate manual testing solutions.
Used Selenium RC used to test search results of Meta search engine.
Reviewed Specified Business Documents and prepared Test Cases using Quality Center based on the requirements.
As part of compatibility testing, executed the workflow manager web application related test cases on different browsers different Operating Systems.
Verification of Frontend GUI Objects and elements.
Developed automated script for back-end testing using Selenium RC.
Familiarity with UAT for making website more user-friendly and for web-applications.
Involved in writing SQL Queries for backend testing
Knowledge of writing Junit tests using Junit framework.
Experience with Service now Processes including Incident, Change, Service Request, Problem and Asset Management, HR Case, Financial Service Management and Knowledge Management.
Coordinated with developers and record defects in JIRA to track until they are resolved.
Environment: Selenium RC, Java, Junit, LoadRunner, DHTML, Jira, ServiceNow, ITIL, HTML, MSWord, MS Excel, UNIX, Windows, REST API, JSON.
Contact this candidate