Gopinadh Nuthalapati

***** *** ******., ***** ****, CA 94587 970-***-**** adi5ln@r.postjobfree.com

Professional Summary

· 6+ years of Service Now experience worked with Fuji, Dublin, Geneva, Eureka, Helsinki, Istanbul, Jakarta, London and New York with strong emphasis on supporting the ITSM application, understanding customer requirement and implementing solutions using the knowledge in ITSM tool and ITIL processes.

·End to End Development and Customization of Incident/Problem and Change management applications per ITIL and Invesco's processes and policies.

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

·A Service Now Technology Analyst with experience on implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.

·Have good experience with Business analyst in service now implementations.

·Gathering requirements and converting BRD’s into technical requirements. Created design patterns & implementation plans for Service Now enhancements.

·Excellent knowledge of developing web services and relational databases.

·Participated in workshops with Service Now partner teams to help companies implement Service Now using best practices in ITSM.

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

·Design and engineer solutions leveraging all appropriate components offered by Service-Now to answer the needs for business workflows, ticketing or other ITSM requirements.

·Developing JavaScript to implement additional features, customizations and enable the process flow.

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

·Hands on experience in implementing GRC.

·Strong skill set in the Service Now suite development including SOAP/REST integration.

·Web services, Discovery, Workflow, and CMDB. Implemented of Discovery from scratch, by installing MID Servers on remote desktops. Configure Service-Now tool for the defined processes. Design and develop scripts for any customization required. Supporting Power shell scripting in workflows.

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

·Strong team player, ability to work independently and in a team as well, ability to adapt to a rapidly changing environment, commitment towards learning, Possess excellent communication, project management, documentation, interpersonal skills.

·Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.

·Knowledge in implementing PPM.

·Knowledge and experience with report delivery methodologies, analytic modeling, and data visualizations for Key Performance Indicator, scorecards, and process flows.

Education

BACHELORS 2012 SRM UNIVERSITY, CHENNAI, INDIA

·Major: Computer Science

MASTERS 2016 NEW YORK INSTITUTE OF TECHNOLOGY

·Major: Computer Science

Certifications

·ServiceNow Certified Administrator (#01006463)

·ITIL Certified

Technical Skills

ITIL

ITSM, Service Now, JavaScript, HTML, CSS.

Programming Languages

C, C++, Java, SQL, PL/SQL, Hive QL.

Java

JDK 1.6, Collections, Multithreading, Networking, Generics, Exception Handling, Files and Streams, JDBC Servlets, JSP, JSTL, Ajax, EJB.

Scripting Languages

JavaScript, HTML, CSS, Ajax, XML, AngularJS, Bootstrap.

Databases

Oracle 10g, MySQL.

Database Tools

SQL Client, TOAD, SQL Developer.

Web/Application Servers

IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat.

IDE

Eclipse, Net Beans, TOAD.

Version Control Tools

Business Intelligence Tools

CVS, SVN.

Business Objects 6.5.1/XI R2/XI R3, Web Intelligence 2/2.5/2.6/2.7, Crystal X Celsius, Crystal Reports

Work Experience

SR. SERVICENOW DEVELOPER / ADMIN

Stanford Health Care FEB 2018 - PRESENT

· Working with client and functional requirements within ServiceNow.

·Integrated our platform with the University instance for providing the services with respect to the user domains.

· Integrated ServiceNow with Net Cool system which will help in monitoring the performance of the servers.

·Developed multiple service connectors in ServiceNow and utilized across multiple instances.

·Implemented Agent Workspace and Performance Analytics module.

·Developed various Scorecards, break downs, data collectors and developed custom ACL’s for different roles in performance analytics.

·Extensively worked on CMDB, Configuration Items, CI relations and Mid Server.

·Imported Configuration Items (CI) from third party applications using import set tables.

·Configured business rules to avoid empty configuration items to be stored in CMDB after discovery tool runs a scheduled job.

·Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.

·Activated SecOps plugins for Security Incident Response, Vulnerability Response, Configuration Compliance, Threat Intelligence and Trusted Security Circles.

·Created SecOps Performance Analytics dashboards.

·Used to manage security incidents lifecycle.

·Tracked progress of security incidents.

·Reduced risk and attack of threats by integrating snow with 3rd party security tools.

·Involved in analysis of end user requirements and business rules based on given documentation and worked closely with tech leads and Business analysts in understanding the current ServiceNow system.

·Developed solutions in the service-now platform that are ITIL V3 compliant and defined business solutions for ITIL users.

·Designed and implemented new functionality using UI Policies and Data Policies.

· Implementation of different Applications, Modules, Tables and Views as per client's requirement

·Setup the process for Incident Management, Problem Management, Knowledge Management and Service Catalog.

·Customizing the HR module as per the Client Requirements.

·Worked on HR Case Management, HR Service Portal and HR Administration.

·Integrated ServiceNow with Java applications using Rest Web Service.

·Involved in coding the Business Rules (Server-Side Scripting), Client Scripts (Client-Side Scripting), Script includes in the ServiceNow.

·Set up the SLA for the incident, problem processes as per the requirement.

·Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs.

·Involved in customization of forms for various ServiceNow applications.

·Involved in migration between various ServiceNow instances using Update Sets.

·Worked on loading the data into ServiceNow using import sets.

·Imported Configuration Items (CI) from third party applications using import set tables.

·Experience in configuring email notifications in ServiceNow.

·Has been part of end user self-service portal management.

·Involved in Upgrading the ServiceNow instances.

·Extensively used Java Script to write Business Rules, Client Scripts and Script Includes.

·Worked on creating users, roles, groups, Configured LDAP Server and LDAP Listener for updating the user and group table record.

·Integrated ServiceNow with other tools using Rest and Soap Web Services.

·Load the data to service-now objects using import sets on daily, weekly, monthly and on demand.

·Responsible for creating homepages including basic reporting, gauge configuration and dashboard presentation.

·Loaded Assets and Configuration Items, Created relationships between CIs and Assets.

Environment: SERVICENOW (Jakarta, London, New York), JavaScript, Java, Html, CSS, Glide Script, Web Services

SERVICENOW DEVELOPER / INTEGRATION DEVELOPER (CONTRACT)

Cleveland Clinic March 2017 - Feb 2018

·Working with client and functional requirements within ServiceNow.

·Facilitating rollout of new applications and modules.

·Cleveland Clinic Outsourced one of their Team to IBM and I was involved during the Transition process

·Used SOAP and REST Web Services to integrate ServiceNow with Dynamic Automation tool of IBM.

·Engage in Form design and Functional/Performance testing.

·Orchestration experience and hands on with report generating using ServiceNow data

·Defined and configured DISCOVERY schedules, worked on DISCOVERY, set up mid servers and

check for the connectivity

·Working with Discovery tools to discover and Import Configuration items into Remedy CMDB

·Worked on Service Watch and Service Mapping from scratch to map the Business services in Helsinki version

·Creating the widgets to use them in catalog items and to make catalog items compatible to Service Portal

·Worked on various modules of Service Now like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting.

·Configured multiple forms for Asset Management module using Configuration Management Database

·Ensuring all request offerings, service records, SLA Packages, SLA/OLA templates are correct and up to date.

·Assists in design, development and support of the application and data integration managed by information services.

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

·Service Catalog and Request Workflow Design and Configuration.

·Use to work on daily maintenance tasks by importing the data from FTP Server to ITSM tools.

·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, Jelly scripting and used them in notifications.

·Written script includes and invoked them in business rules & client scripts.

·Imported many CI's using import set tables.

·Built integrations between existing Retail toolsets and Service Now to drive efficiency for the Service Desk, Retail, and Deployment teams

·Proficiency with HTML, JavaScript-Angular JS, XML, AJAX, Jelly, CSS, SOAP, REST etc.

·Imported Active Directory to Service now using data sources.

·Created data sources and loaded the Service-Now 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.

·Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.

·Worked on the integration of Service Now with Siebel, integrated Service Catalog and Incident module.

Environment: SERVICENOW (Dublin, Fuji, Helsinki), JavaScript, Java, Html, CSS, Glide Script, Web Services

SERVICENOW DEVELOPER/ADMINISTRATOR (CONTRACT)

Lexmark, Chicago, IL November, 2016 – February 2017

Project Description: Independent consultant for service-now partner Logicalis. Involved in end to end implementation of ServiceNow solutions for Lexmark. Working primarily on Service Catalog, CMS, and Incident module customizations and enhancements.

·Developed and implemented modules in custom applications.

·Implemented Data Sources and created transformation maps to import the data into the ServiceNow from various data sources.

·Hands Experience on monitoring tool with Service Now integration

·Used SOAP and REST Web services for integrating Different Instances.

·Created Business applications from scratch for Lexmark.

·Created event binding rules to monitor incoming events.

·Used Power shell scripting language for customizing the existing workflows.

·Integrated ServiceNow with BMC Remedy ADDM.

·Worked on Pager Duty integration. Pager Duty provides alerting, on-call scheduling, escalation policies and incident tracking to increase uptime of our apps, servers, websites and databases

·Created Schedule Jobs to run scripts, to import data by running Scheduled transform map.

·Created scripts like Client Scripts, Business rules, Script Includes, UI scripts, and UI Policies.

·Project for AngularJS framework frontend development using HTML5 and CSS3 for most of the feature.

·Involved in development of Content Management system.

·Worked on integration using SOAP / WSDL / RESTFUL

·Used Jelly Scripting for Creating UI Pages and UI Macros.

·Performs core configuration tasks including system policies, business rules and client scripts.

·Strong knowledge of the server-side scripting Business rules and Script Includes

·Functional knowledge experience and implementation experience of ITSM frameworks, Service Watch and Service Mapping

·Setup MID Server used by Discovery and troubleshooting problems with the tool configurations. Worked on Configuring rules, monitors and management packs in SCOM

·On requirement provided solutions to the Asset Management team in re-building the workflow for in and out of an asset

·Created GROUPS for set of users and used them for approval, assignment, receiving notifications.

·Worked on the latest release FUJI which is the advanced release and discovered Service-Now upgrades.

·Designed many email templates by using HTML, Jelly scripting, and used them in notifications.

·Used Access Control Rules for securing and providing the right access to right person/role.

·Used Update Sets for moving group of customizations from one instance to another

·Using SCRUM methodology for the development and for defect tracking.

·Used Notifications to send communication from the system.

·Worked on Team Dashboard for moving changes from one environment to another.

Environment: SERVICE NOW (Eureka, Dublin, FUJI), Java Script, HTML, CMDB, CSS, Jelly etc

SERVICENOW CONSULTANT (CONTRACT)

ICURO, Peoria, IL July, 2015 – September, 2016

Project Description: ICURO unleashes new business models fueled by IoT and analytical insight harvested from a global network of interconnected and intelligent people and things. Worked as production support engineer for ServiceNow system. Participated in integration and changes in ServiceNow tool. Worked primarily Service Catalog, CMS, and Incident module customizations and enhancements.

Responsibilities:

·Worked with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow.

·Facilitated rollout of new applications and modules.

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

·Service Catalog and Request Workflow Design and Configuration.

·Worked on Content Management System for different vendors using ServiceNow instance of Shriner Hospital.

·Worked on Report, dashboard designing.

·Worked with dynamic HTML components: AJAX, JavaScript, CSS, XML, HTML, and XHTML.

·Documented all implementations and best practices defined within team.

·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.

·Manages users, groups and roles.

·Performs core configuration tasks including system policies, business rules and client scripts

·Creates Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows

·Performed migration activities (Dev to QA, QA to Prod)

Environment: Service now, Incident management, Change Management, Problem Management, HTML, Java Script, CMDB, CMS HTML, CSS, Java Script, Jelly, and Glide.

SERVICENOW DEVELOPER/ADMINISTRATOR

COCA-COLA REFRESHMENTS, HYDERBAD, INDIA JANUARY, 2011 – JANUARY 2015

Projection Description: Coca-Cola Enterprises is the world's largest marketer, producer and distributor of Coca- Cola products with operations in 46 U.S. states. CCR boasts of a strong Supply Chain network which helps them deliver to the right place at the right moment with the industry's most effective marketplace execution. The project implemented IBC standard IT Service Management processes and procedures including Change Management, Incident Management, Configuration Management and Service Request Management based on ServiceNow platform.

Responsibilities:

·Cloned activities like raising the request for cloning and excluding some tables to exclude cloning.

·Implemented, documented, and maintained the ServiceNow platform to meet specific business needs to support ITIL and business processes.

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

·Wrote Business Rules, Client scripts, UI Policies, and UI Actions to customize the instance as per Business needs.

·Used CreateNow to manage the entire lifecycle of an application from creation to deployment.

·Customized UI Appearance for Problem and Change Management Application, to be more intuitive and easier to use.

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

·Developed and improved user systems procedures, and prepared systems documentation.

·Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes to customize the instance per Business need.

·Installed MID Servers on remote desktop and conducted tests required for Discovery.

·Worked on Discovery in order to re-locate the devices that were irregularly managed and found a solution in resolving the issues with using the discovery tool for a better use.

·Created schedules, reports and monitor performance of Service-Now.

·Managed data with Tables, the CMDB, Import Sets, and Update Sets.

·Used Fuji release to enhance the enterprise service model and improve the user experience.

·Worked with process owners to develop workflow, implement the workflows in Service Applications, and administer the tools and enhanced requests by Java script.

·Configured Service Level Agreements to define specific levels of service from both internal and external providers.

·Configured Email Notification to alert users on ServiceNow activities.

·Gathered requirements for SLA and configured in ServiceNow.

·Used Business Rules and Client scripts to customize the Catalog client scripts. Created a variety of UI Policies and Actions.

·Integrated Service Now with Siebel, integrated Service Catalog and Incident module.

·Wrote scripts and invoked them in business rules and client scripts.

·Integrated Service Catalog module with Netcool monitoring tool using Web Services and fixed issues arising from tools interacting together.

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Environment Tools: JavaScript, Java, Html, CSS, Glide Script, Service Now, Web Services

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