Service Developer

Silpa Vemula

ServiceNow Developer

Contact: 248-***-****

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

SUMMARY:

·ITIL certified Expert.

·Certified System Administrator

·Certified Application Developer

·Around 13+ years of experience in IT industry and 6+ years of extensive experience on ServiceNow Development, Maintenance and Administration.

·Experience on Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, and Configuration Management.

·Experienced in all stages of Software Development Life Cycle (SDLC) with extensive knowledge of business and requirements analysis, business Process modeling and Project planning.

·Experience in managing process, technology and ITSM (incident, change, and problem) in Service-now.

·Expertise in developing Client Scripts, Business Rules, Script Include, File and JDBC data imports.

·Expertise in Design and developing custom applications in ServiceNow and utilize its potential in PaaS (Platform-as-a-Service) and SaaS (Software-as-a-Service).

·Experience in Design, development and manage CMDB (Configuration Management) in ServiceNow.

·Had working knowledge with Project Portfolio Suite which covers Demand Management, Project Management, SDLC, Test Management and Resource Management.

·Expertise in creating and managing Service Catalogs, Record Producers, Order Guide and Inbound Email Actions.

·Good experience in developing workflows and in customizing the applications in service now using Java script, GLIDEAJAX, HTML and DHTML.

·Experience working with Flow Designers

·Created business requirement and technical design documents for implementing ServiceNow.

·Actively engaged in Gap Analysis, Data Analysis, Risk Analysis, Business Process Improvement, System Integration and Troubleshooting.

·Strong customer centric approach with excellent analytical, co-ordination, communication, presentation, leadership skills and documentation.

·Experience developing and delivering Onsite-Offshore model.

·Flourish in both independent and collaborative work environments with quick learning abilities.

·Worked extensively in code development using Java Script, GLIDEAJAX, PL/ SQL (Procedures, Functions, Packages, Triggers) in Implementation and Support projects.

·Expertise in RDBMS development including Oracle SQL, PL/SQL database backend programming with stored procedures, Functions and packages.

TECHNICAL SKILL:

Ticketing Tools

Service Now (Service Catalog, Incident Management, Problem Management, Change Management, Knowledge Management, CMDB, Project Portfolio Suite)

Scripting

JavaScript, HTML, CSS, XML, DHTML and AJAX

Operating Systems

Unix, WinXP/7/8

Languages

SQL, PL/SQL, JAVA/J2EE

Databases

Oracle 9i/10g/11g

GUI

Oracle Forms 6i/9i/10g

Tools & Utilities

Toad, SSH Tectia Client, PVCS, SVN, KINTANA, HP Quality Center

Reporting Tools

Oracle Reports 6i/9i/10g

EDUCATION:

Bachelor of Engineering in Information Technology (B-Tech IT) JNTU University ‘2002 – 2006’.

CERTIFICATION:

ServiceNow Certified Application Developer [Certification:010000823]

PROFESSIONAL EXPERIENCE:

Client : John Deere

Role : ServiceNow developer Duration : May 2020 to Till Date

Description:

John Deere is the brand name of Deere & Company, an American Corporation that manufacture, agricultural, construction and forestry machinery, diesel engines, drivetrains (axles, transmissions, gearboxes) used in heavy equipment, and lawn care equipment

Roles and Responsibilities :

Supported John Deere Incident management Process by assigning and resolving the tickets in Queue

Worked on Complex Catalog items which involves Automation Process

Worked on Flow Designers to create the flow for catalog items

Worked on Loading data int o servicenow using import sets

Created inbound email actions that creates a Request Item from the email body

Involved in Splunk Integration with Servicenow using Rest Api’s

Created Scheduled jobs to make the Requested Items active False for the archived requests

Created standard changes for the migration of code to PROD

Involved in Bi Weekly Sprint Releases and Production Fixes and Code Reviews

Worked On Knowledge Articles

Worked on High Priority Incidents related Secops and vulnerability

Worked on security Incident response Catalog items

Configured custom code to map the Alerts creating Security Incidents

Client : Abbvie Duration : March 2019 to April 2020

Role : GRC and Sec Ops Developer

Description :

AbbVie is a global, research-driven biopharmaceutical company committed to developing innovative advanced therapies for some of the world’s most complex and critical conditions. The company’s mission is to use its expertise, dedicated people and unique approach to innovation to markedly improve treatments across four primary therapeutic areas: immunology, oncology, virology and neuroscience.

Roles and Responsibilities:

Hands-on experience on Governance, Risk and Compliance application (GRC)

Hands-on experience on Sec-Ops Module.

Configured custom GRC requirements shared by Business team.

Configured Complex Custom Catalog items for Security Incidents

Worked on Splunk-ServiceNow Events integration

Worked on Mapping of Alerts coming from Events Through Splunk to Servicenow

Provided Operational support to different modules Such as Audit, Policies, Tests and compliance

Worked on Business Rules, Client Scripts and Script includes related to GRC

Catalog items are configured for Security Incident Management

Configured Audit task notifications.

Modified My Open Issues Module to show all my tickets

Modified Issue Notifications to include details

Mapping of Control TEST failures with Indicator Tasks

Mapping of Engagement with Control TESTS

Modified form/List views for Indicator Template/Test Plan

Risk Approvals were changed to OOB

Modified Priority calculation

Modified Risk Score Calculation

Modified Phishing workflow to Parse the Splunk data properly

Allow ISRM BTS-Global-Security Incident Close Control to bulk close Security Incidents

Tracking of OT/MFG/ENG Incidents

Configured Ticket Escalation with colour code

Client: Aetna Duration: July 2018 to Feb 2019

Role: Lead Service Now Developer

Description: Aetna Inc.is an American managed health care company, which sells traditional and consumer directed health care insurance plans and related services, such as medical, pharmaceutical, dental, behavioral health, long-term care, and disability plans. Aetna is a member of the Fortune 500.

Roles and Responsibilities:

Involved in developing Use Cases and Technical Design Documents.

Designed form layouts, workflows and modules in applications.

Involved in writing client scripts and UI policies to make client side changes.

Created UI pages to use them in Service Catalog, designed buttons & context menus both on form and lists using UI actions.

Created schedules, reports and monitor performance of Service Now.

Involved in Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.

Created functional and technical specifications documents for various Service now modules.

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

Worked on creating and configuring the Applications, Modules, Business Rules, Client Scripts, UI Actions, and UI Macros in Service Now.

Populated the CIs (Configuration Items) and configured the CI relations in CMDB.

Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.

Writing Catalog client scripts and UI policies to make client side changes.

Extensively used the Glide Record for server side scripting (in business rules)

Experience on working with Script Includes and Scripted Web Services.

Writing script includes invoking them in reference qualifiers or variable scripting.

Bi-directional integration between ServiceNow with Mark logic using REST API methodology

Testing the Integration with Marklogic using Soap UI

Customizations in ServiceNow forms as per client's requirement.

Develop and deliver customized portal web pages in ServiceNow using JavaScript frameworks

Experience in configuring email notifications in ServiceNow.

Creating Knowledge articles to document the steps in creating the catalog items.

Working on different kinds of variables and variable sets.

Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.

Worked on integrating with LDAP server to obtain the users, roles, and group's information into ServiceNow

Environment: ServiceNow Kingston, Glide Script, Java script, Jelly Script, AJAX, SOAP, REST, SSO, LDAP, Workflows, Incident, Change, HTML, CSS, Java.

Client: C R Bard INC, NJ Duration: Sep2017 to June 2018

Role: Lead Service Now Developer

Description: C.R.Bard is the development and manufacture of innovative, life-enhancing medical technologies in the fields of vascular, urology, oncology, and surgical specialties,and is acquired by BD (Becton Dickinson)

BARD-BD Integration: Cross Company manual Ticket exchange and Ebonding under Water Fall

Responsibilities:

Worked as a Lead Developer and onsite Co-ordinater and assigning work for the Team.

Conducting Day to Day stand up calls with offshore Team for the status

Involved in Meetings with Business Team to know the Requirement and providing better solutions to implement the integration between Cross Companies

Experience configuring for inbound and outbound web service to allow diverse applications to talk each other

created service accounts, assigned roles and test the connectivity passing URLs

B2B Integration between service now to service now via REST

Experience configuring LDAP based authentication and LDAP integration

Worked on writing code for the AD Sync for cross companies.Added new fields to match the incident form

worked suppressing the email notifications on incident form

Created custom notifications for incident and service requests with logos

Worked on creating Quick messages with Email client Canned messages

worked on creating SLA's and banner messages using client scripts

ACL’s were created for the cross company integration

Making Fields Read only on incident and problem forms after a desired date

Matching Assignment groups between both the companies

CMDB Clean up for the integration between both systems

Created incident via outbound Rest Messages.

Client: Aetna, Hartford, CT Duration : Aug 2016 to Mar 2017

Role: ServiceNow Developer

Description: Supported/implemented Aetna health care IT Service Management processes like catalog items, Change Management, Incident Management, CMDB, Asset Management and CMS under Agile methodology.

Responsibilities:

Provided solutions in agile methodology for many stories in different modules like Incident, Change, Problem, CMDB and Assets Management.

Implemented complex Catalog requests with workflows.

Involved in configuring the Business Rules, Client Scripts, UI Policies, and Access Lists in Servicenow.

Worked on various Servicenow customization like UI customizations for forms, lists and UI actions, enhancements as per Client requirements

Involved in customizing the form design and layout for Incident, Problem and Change Management.

Created and moved update sets to different Servicenow instances.

Customized workflows for change management, knowledge management and for service catalog items.

Worked on Agile methodologies where requirements, design, testing, deployment needs to be done in required time period.

Created the new Applications and Modules, custom tables based on business needs.

Extensively used the Glide Record for server side scripting (in business rules).

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

Designed email templates and used them in notifications.

Developed script includes and invoked them in business rules and client scripts.

Created Catalog Requests and record producers

Created custom Notifications for Incident/Change/Catalog Request

Created custom tables, based on business needs.

Created ACL’s for tables/forms/modules and managed user/group roles.

Worked on Order guide

Provided feasibility analysis for many stories.

Participated in daily scrum, retrospective calls and weekly releases.

Client:Fermilab, Batavia, IL Duration: Jun 2014 to July 2016

Role: ServiceNow Developer/Admin

Description: Fermilab is America's premier particle physics and accelerator laboratory. Perform pioneering research, operate world-leading particle accelerators and experiments, and develop technologies for science in support of U.S. industry. Fermilab works on the world's most advanced particle accelerators and digs down to the smallest building blocks of matter and also probe the farthest reaches of the universe, seeking out the nature of dark matter and dark energy.

Responsibilities:

New fields were added to support the client requirement along with the set of business and client rules, UI customizations, to fulfill client requirement.

Updating Incident/Problem/Change module based on client feedback.

Creating new groups and adding users to the groups in service now.

Service Catalog (Request Item, Order guide and record producer) has been created based on client requirements. Also Workflow has been created to support the Approval workflow and task assignment.

ServiceNow Application UI Configuration, Data Loads using import sets, Advanced workflows, development of reports & metrics for executive management.

Worked on identifying the users, groups, categories and following the ITIL standards while designing these solutions.

Integration ofServiceNow with LDAP.

Communicating with the end users and understanding the difficulties and as per that improving automation and efficiencies in ServiceNow.

Fix code issues, source control and migrate the solution to production environment following the IT processes of client.

Post Implementation worked as ServiceNow Administrator and supported any issues and resolved them accordingly.

Exposure to new plugins like Project Portfolio Suite for project creation from a Change or Incident, Project Planning, creation of project as well as test tasks and their relations and dependencies, resource planning, allocation and scheduling.

Done the coding to automate the migration process and SOAP was used to interact with Service-Now platform.

Created and moved update sets to different ServiceNow instances.

Environment: Eureka, Fuji Release of Service Now tool (Incident, Problem, Change, CMDB, Project Portfolio Suite).

Client: Alcatel-Lucent, NJ Duration: Oct 2012 to May 2014

Role: ServiceNow Developer

Description: The service now tool is used to log the issue from customers, all the issue addressed by engineers. Customizations taken care as part of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.

Responsibilities:

Worked on UI customizations for forms, lists and UI actions.

Implemented Core configuration changes to the platform as well as supporting applications.

Used system logs to view information about system activity (i.e. Work Flow, Configuration, Transaction, Email, Events, and System and Upgrade logs).

Service Catalog (Request Item, Order guide and record producer) has been created based on client requirements. Workflow has been created to support the approval workflow and task assignment.

Handle the tasks of managing Configuration Management Database as well as configuration control of the operational baseline

Responsible for analyzing proposed product changes to determine effect on overall Configuration Management Database System

Perform responsibilities of ensuring that the configuration items are identified and controlled

Handle the tasks of providing guidance to engineering staff on methods, procedures and requirements for entering Configuration items into the CMDB

Perform responsibilities of planning and coordinating in the preparation of project documentation like product specifications, engineering drawings, and contract modifications

Identify customer requirements and ensure that customer contract requirements are met

Creation of business rules on Configuration Item which triggers on insert/update to make a SOAP call to transfer data to EAI.

ServiceNow Application UI Configuration, Workflow Configuration, Data Loads using import sets, development of reports & metrics for executive management.

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.

Responsible for Development Team Performance and involved in grooming & mentoring team members on various processes.

Worked as a Pre and Post installation consultant to define and implement industry (ITIL) best practice for the ServiceNow ITSM Platform.

Create data fix scripts for data corruption issues and perform Root Cause Analysis.

Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.

Educating end users on the usage of service now applications like incidents, problems and service catalogs.

Environment: Calgary Release of Service Now tool (incident, Problem, service catalog), Java Script, CSS, Jelly Script.

Client: Progressive Insurance,OH Duration: May 2010 to Sep 2012

Role: Oracle Developer

Description : The Progressive Corporation is one of the largest providers of car insurance in the United States . Implemented Project one to replace old legacy systems with Oracle EBS. The new system will replace 61 existing software systems, which together represent about 15% of the company’s application software.

Responsibilities:

·Requirement analysis, client communication for functional discussions.

·Process oriented activities, Impact Analysis, Estimation, Schedule, Design and Development, Peer review for JavaScript, Form designing, Oracle, Java

·Functional Specification, Technical specification, Test Scripts and Test Plan preparation

·Creating new and changing existing forms with HTML, JavaScript, CSS.

·Creating scheduled agents and workflow implementation.

·Developed PL/SQL Packages, Procedures, Functions, and Database Triggers to meet the business requirements.

·Extensively used Nested tables, PL/SQL tables, Arrays to code Procedures and

Functions

·SQL scripts to extract data from oracle RDBMS database and loaded the objects into relational tables using SQL loader.

·Implemented object-relational mapping between various tables, attributes and columns.

·Program and test Specific data Validation and Derivation checks

·Extensively used Bulk Collections to improve Performance

·Fine Tuned the SQL queries using hints for maximum efficiency and performance.

·Optimizing PL/SQL code and SQL queries (Using Explain Plan, Analyze, Indexes and Hints)

·Interacting with client for Production/UAT support.

Environment: PL/SQL, Oracle 9i, Java script, HTML, CSS

Technical Associate, Bekem Infra Projects Private Limited, Hyderabad (Oct 2007 – Apr 2010)

Responsibilities:

·Responsible for the creation and modification of all database objects. These include tables, indexes, procedures, packages, triggers, functions, etc.

·Used Data modeling concepts for ER Diagram and followed normalization to design the database.

·Create and maintain Scripts to process flat files sent from/to the application. Used Sql*Loader to load data to Oracle tables and PL/SQL Utilities to download data from tables to files.

·Analyzed the statistics and used oracle-supplied hints for better performance of the query.

·Work closely with the DBA to resolve production issues.

·Used Nested table and Bulk collect to improve the performance.

·Identified the queries performing the full table scan and considered them for the tuning purposes.

·Constructed Oracle Database Triggers and Indexes.

·Developed / modified scripts to create tables, views and executed them using SQL Plus.

·Designed and developed Graphical User Interface using Forms.

·Developed the PL/SQL stored procedures for implementing the business logic.

·Increased the shared pool size in oracle server for performance related issues.

·Day-to-day activities included resolving production issues and developing reports as per business requirements.

·Debug the code for the production Support

·Use TOAD for everyday tasks

Environment: PL/SQL, Oracle 9i, Java script, HTML, CSS

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