Likhitha

adjgdw@r.postjobfree.com

810-***-****

Professional Summary:

•Overall 8 Years of IT experience in Software Design, Development, Analysis, Testing and Implementation of business applications for Automobile, Government, Healthcare and Retail Industries.

Excellent experience in providing ITIL and IT Service Management Solutions in IT Infrastructure with expertise in the ITSM suite (ServiceNow), including around 5+ years of experience in ServiceNow as both Admin and Developer.

•End to End Development and Customization of Incident/Problem and Change management applications per ITIL processes and policies.

•Assisted in configuring product such as servers and workstations.

•As a ServiceNow Technology Analyst with experience on implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management, Service Catalog, Asset Management with extensive knowledge on Content Management System.

•Managed and lead end to end implementation of Servicenow ITOM modules, Service mapping, discovery and CMDB.

•Worked on gathering requirements and converting BR’s into technical requirements. Created design patterns & implementation plans for ServiceNow enhancements.

•Created transform maps for importing CMDB data.

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

•Knowledge on Automation Test Framework (ATF).

•Configure ServiceNow tool for the defined processes. Design and develop scripts for

any customization required. Supporting Power shell scripting in workflows.

•Hands on Experience in configuring LDAP, SSO and Digital Signatures and REST API integration.

•Successfully configured AR System components email engine, approval server and assignment engine.

•Integrated Incident management and task management modules with external applications using remedy.

•Expert in providing enterprise Single Sign-On (SSO) solutions and integration using CA/Netegrity Products.

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

•Expertise on creation of workflows for Service Catalog items in ServiceNow including Active Directory (AD) orchestration.

•Developed Java scripts and configured workflows to implement additional features, customizations and enable the process flow.

•Designed the layout, CSS, dynamic content for the End User Self-Service Portal design.

•Did Customization and Configuration of Service Watch, Dashboards.

•Documents business and/or technical needs using textual, and visual, modeling deliverables designed to help meet its strategic objectives

•Web services, Discovery, Workflow, and CMDB. Implemented of Discovery from

•Scratch, by installing MID Servers on remote desktops.

•Post roll out production support.

•Experience of handling Bug Fixes and Enhancement requests.

•Experience in configuring the Incident Management, Problem Management, Change Management, Asset Management, Service Request Management applications.

•Worked on HPALM application and their test cases

•Familiar and followed agile, agile safe and waterfall,scrum, SDL methodologies.

•Experienced on Azure integration using web services.

•Worked on SecOps, and on GRC application (Governance, risk and compliance).

•Worked on Project Portfolio Management and Event Management.

•ITIL V3 and ServiceNow Admin Certified

•Efficient team member with excellent work/time management skills, excellent leadership, communication and interpersonal skills and ability to work under strict deadlines.

TECHNICAL SKILLS:

ITSM Tools

ServiceNow, BMC Remedy ARS, Service Desk, Service Request Management, Change Management, Asset Management, Service Catalog, Service Level Agreement, CMDB, HR,CSM, ATF, Scoped applications, REST API, GRC, Hybrid cloud, Orchestration, Integrations, LDAP, SSO, SLA, Knowledge Management, Reporting, Gauges, Integration Hub, PPM, APM, ATF, Flow Designer, Customer Service Management (CSM), Integration with Web Services (REST/SOAP), Service Portal, Service Desk

Specialties

ServiceNow, Remedy Now, ServiceWatch, Air Watch, ITIL, ITSM.

Languages

C,C++,MySQL,SQL, PL/SQL, XML, HTML, CSS, AJAX.

Scripting Language

JavaScript, Jelly Script.

Database

Oracle 10g/ 9i/8i, MS Access, MS SQL Server 2000/2005, CMDB

Database Tools

SQL*Plus10g/9i.

Web Technologies

XML, HTML,Java Script, Excel VBA, PowerPoint VBA, VB Script.

Operating System

Linux and Windows,IOS

Packages

MSOffice (Word, Access, Excel Outlook and PowerPoint).

Professional Experience:

Consumers Energy,Jackson,MI Dec’18- Till Date

ServiceNow Developer/Lead

Responsibilities:

•Assisted client implementation on the MSP (Managed Service Provider) instance for Service-Now and Domain separation for ServiceNow Instances.

•Performs gathering, analysis, documentation, and validation of business and/or technical needs

•Involved in Upgrading the implementations of ServiceNow version from (Madrid to New York) (New york to Paris)..

•Manage newly implemented Incident, Problem and Change Management Processes. Insure Continual Service Improvement.

•Formulated product requirements for scalable implementations. program plans and provided delivery of client implementations.

•Experience switching their instance architecture from ITSM Domain Seperation to CSM.

•Worked on CSM transforms external customer support by applying service management principles

•Handled to ensure the data access while maintaining data security for all types of business relationships, the CSM security model

•Delivered consulting services to install, configure and integrate software products from ServiceNow with a focus on ITBM module (Project Portfolio Management, Release Management, Demand Management, Financial Management, Resource Management, Agile Development, Test Management, and Software Asset Management)

•Manage acquisition, deployment, utilization, tracking, security, and final disposition of IT Assets.

•Manage the SAM tool used by the firm and handle software requests

•Worked on Building Customer Service Portal from scratch

•Purchasing processes can be setup in the chosen SAM tool that allow the order to be filled correctly.

•Worked as the production support team in solving the incidents and requests raised by customers.

•Maintain the production support incidents and their SLA’s so that they doesn’t breech the timeline

•Created transform maps for importing CMDB data.

•Implemented the specialized modules of ServiceNow like HR Case Management, Service watch, Time Card scheduling and test Management as a Developer and Administrator.

•Experience with scoping/configuring HR Lifecycle events

•Gather and translate business needs into requirements for enabling service center technology (ServiceNow); collaborate with HR SSC resources to understand business needs and implement technology enhancements.

•Configured Business Rules, Script Includes, UI Actions, UI Policy, Data Policy Scheduled Jobs - all scripted aspects of the ServiceNow system.

•In-depth knowledge of the technical implementation of Service Catalog module, Reporting and Integrations.

•Experience in system integration experience using web services and other web based technologies such as XML, HTML, AJAX, CSS, HTTP, REST/SOAP

•Worked on multiple integrations between SNOWLM and other third-party applications like Clarity, x Matters, SAP, CHARM, VeraSmart, Supply chain

•Participated in data integration and web workflows using XML.

•Creation of database views to extract the data from different CMDB tables and generate the reports.

•Worked on Encryption data through REST/SOAP API integration and customization

•Created multiple reports and Visual Task Boards.

•Generated project status reports for all stakeholders in edge encryption

•Worked on Service Mapping to define business services, troubleshoot the Discovery and mapping process as well as create new Discovery patterns.

•Handled Domain separation and some use cases about account hierarchy but because it is a separate plugin, The role-based model is more suitable for CSM product to deal with the regular use cases.

•Configured CSM portal and run test cases on CSM

•Managed IT Hardware Asset portfolio with respect to risk, cost control, governance, compliance, and performance objectives.

•Plan and implement IT Hardware Asset life cycle strategy; advise Procurement and IT Operations in procurement strategies for IT hardware acquisition.

•Plan and implement ITBM modules (e. g., Project Portfolio Management, Demand Management, Resource Management, Financial Planning, Application Portfolio Management

•Experience with implementing ServiceNow ITBM, including migrating from Project Server to ServiceNow.

•Experience in the effective use of the ServiceNow ITBM data model, and apply data governance strategy and considerations to maximize reuse of common data elements and to maintain high data quality.

•

•Directed the transformation of complex end-user requirements during Cloud conversion; advised on options, risks, and impacts on business processes and cultural adoption.

•Assisted in data management for client based configurations.

•Worked on Project Portfolio Management PPM module ( Clarity) to view all the related projects and application

•Confidential the same time and track their progress by Gantt charts. Also worked on demands in the PPM module.

•In Data Encryption, Monitoring the Edge Encryption proxy servers that are connected to an instance, see how long they have been active, and use logs to troubleshoot and diagnose endtoend activity.

•Create, manage and maintain Security Operations(SecOps) Policies, Process and Procedures.

•Manage privilege access management compliance and remediation for servicenow SecOps.

•Performed the task of using Discovery to load configuration information to CMDB.

•Preparing customer for Go-live and planning on handling post GO-live defects Responsible for handling all HI requests like cloning activities, instance upgrade, quarterly patching and to open cases if something is broken

•Assisted client IT personnel in performing ServiceNow Discovery and Service Mapping processes and troubleshooting the errors that arise.

•Work with client IT staff to configure the Service Mapping tool and load data / dependencies identified by Service Mapping into the CMDB.

•Followed agile methodology for acceptance criteria based on user stories associated to each sprint

•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 also auto import of data into service now.

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

•Implemented, documented and maintained the ServiceNow platform to meet specific business needs to support ITIL and business processes with the working knowledge of ServiceWatch.

•Experienced in the analysis, development and automation of various ITSM processes including Incident Management, Change Management, Asset Management, Service Request, Configuration Management including setup and configuration of LDAP, REST,MID Server and Configuration Item Discovery.

•Created catalog items and customized the fields and used scripts to auto populate with all the required information up on loading the form by using client scripts.

•Collaborate with the GRC team on the development of the GRC solution.

•Managing the health of the CMDB which includes monitoring the Health Dashboards in ServiceNow.

•Implementing, configuring, onboarding, and administrating GRC plugins.

•Created a customized role with all the required access to the entire application for the admin of GRC

•Created new Business Rules/Script Includes/Client catalog script/Client Script.

•LDAP,REST/SOAP and EMAIL Integration.

•Involved in complete development using Agile Development Methodology and tested the application in all iterations..

•Building knowledge base and knowledge transfer programs to build and support employee development and succession planning

•Designed, developed and interpreted reports and dashboards which clearly and concisely show key workforce trends and problem areas.

•Implemented the Software Asset Management(SAM) extensions plug-in automatically on all new instances of ServiceNow

`Experience with Service Portal to determine the users logging in to the portal and customization with a combination of system properties and script include.

•Experience with Service Portal to determine the users logging into the portals and customization with a combination of system properties and script include

FCA(Fiat Chrysler Automobiles),MI Aug‘18 – Dec ‘18.

ServiceNow Admin/Devloper

Responsibilities:

•Responsible for analyzing, designing and developing business applications which involved customization, workflow administration, data imports, custom scripting using JavaScript.

•Built the new employee onboard and off board UI and workflows with customizations as per the business needs

•30 service catalogs has been built for service portals

•Responsible for providing analysis of problems and resolutions or fixes for the production issues related to Service Now platform within the Service Level Agreement.

•Expert in JavaScript, JQuery, prototype scripting used in ServiceNow.

• Knowledge of working with different kind of scripts in ServiceNow and their order of execution.

• Experience working with email notifications, inbound actions, reports, and home pages.

• Experience on creation of catalog items, record producers, interceptors, Knowledge articles.

• Working on creation and customization of complex workflows and custom workflow activities.

• Worked with transform maps, data sources and different transform scripts for data loads and management.

•Created Performance Analytics widgets, scorecards and dashboards.

•Perform QA testing: impersonating PO, Service Owners and End Users to perform User Acceptance Testing in UAT during the Software Development Life Cycle.

•Perform advanced customizations including Business Rules, UI Pages, UI macros, UI scripts, script Includes, client scripts, workflows, custom tables, reports etc

•Created transform maps both automatic field mapping and scripting.

•Involved in determining the relationships using ServiceNow Discovery to find the relationships and service mapping between app instances, applications, business services an infrastructure services.

• Worked on Service Mapping to define business services, troubleshoot the discovery and mapping process as well as create new discovery patterns.

•Worked on integrations to configure AWS and Event Management Rules to send alarms to event management

•Worked on setting up Configuration Management sans preparation characterizing the CI classes and their connections.

•Worked broadly on LDAP reconciliations.

•Great comprehension of Integration with these mixed bags of conventions: SOAP, JDBC, and ODBC.

•Made numerous standard work processes which are being re-utilized and engendered and took care of numerous custom occasions.

•Created multiple reports and Visual Task Boards(VTBs).

•Automated the process of adding the user to the specified AD groups through orchestration and reducing the manual tasks to other teams and speeding up the procedure.

•Created Outbound Email Notifications using Email Templates and worked on notification email script.

•Setting up with the dashboards for the reports and created new reports for the survey

•Awesome involvement in the improvement and customization of Service Catalog Items and Workflows.

•Experience working on Customer Service Management (CSM), Case Management, Virtual Agent, Agent Workspace.

•Involved in providing production support for Service Catalog, Incident, Problem, Change, Release, Deployment, Task, Knowledge management modules in Service Now platform.

•Supported Business departments by coordinating Moves, Additions and Changes with IT Services and Facilities.

•Creation of database views to extract the data from different CMDB tables and generate the reports.

•Involved with working in an agile development environment.

•Responsible for Berlin up gradation in ServiceNow and also involved in the analysis of the impact on the existing customization after Berlin up gradation.

•Responsible for mentoring peers and junior curriculum developers in Service now platform.

NYS Dept of Health, NY June’17- july’18.

ServiceNow Admin/Developer

Responsibilities:

•Provided analysis, design and development of ServiceNow trouble ticketing and incident management systems to support the company's technical operations.

•Participated in process designing sessions and documented ITIL process flows.

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

•Experienced in designing, development and implementation of ServiceNow Platform ITSM application.

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

•In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.

•sing SOAP web services Configured mailboxes to ServiceNow instances using SQL server as a medium to create tickets, when customer sends an email to those mailboxes.

•Worked on fixing bugs and doing enhancements for Incident, Problem and Change management and Service Catalog modules. Creation of tables within ServiceNow.

•Managed data with tables, CMDB import sets Users, Groups and roles.

•Creation of custom reports and designing the dash board.

•Designed and implemented SLA - Service Level Agreement and the required work flow with Email notifications.

•Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.

•Implemented a new feature for “Email Clients” and embedded it into the Requested Items form. This helped agents to communicate with the customers with the given Reply, Reply All and Forward UI actions and respond back with Ease.

•Involved in evaluation of ITSM tools like Kovair, OTRS, and Digite for selecting tool to be used for internal projects.

•Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.

•Part of core team to implement ITIL V3 at organization level and finding the delta between ITIL v2 & v3.

•Migrating the update sets from one instance to another instance i.e., from Development to QA and then to Production.

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

•Release Management definition of a new release management processes for around 136 applications that are dependent on CRM, ERP and web application tier services.

Astra Zeneca,Bangalore,India. Sept’14-Aug’16.

ITSM Analyst.

Responsibilities:

•Manage issues as they occur, providing the appropriate vetting of the severity of the issue and performing the required management of the high impacting severity problems as agreed in the Incident Management process and Service Level Agreements (SLAs)

•Gathered user requirements to develop requirement documents, functional specification documents, testing methodology documents and training documents.

•Determined severity of outages and technical issues; restored normal service operation by ITIL standard

•Performed financial analysis, business trending, and competitive analysis, marketing analysis, overall customer/data analysis, forecasting and budgeting.

•Tracked, analyzed and modeled operational Business Services results for all markets, enterprise wide.

•Determined severity of outages and technical issues; restored normal service operation by ITIL standards

•Oversees, facilitates, and administers ITIL based Service Support processes for assigned accounts, including Large Enterprise, Healthcare and Hospitality. ITIL processes include Incident Management, Problem Management, Change Management, and Configuration Management using and ServiceNow

•Serve as an ITSM process SME for adoption of ITSM processes & drive process and organizational maturity as it pertains to IT Service Management and ITIL.

•Expertise in designing and developing Test Plans, Test Cases and Test Scripts and efficiently prioritize and manage the defects using the Defect Tracking system.

•Providing traceability across the project by analysis and review of project elements involved in traceability including testing artifacts, end-user support documentation and training materials

•Respond to production problems and implement immediate resolution efforts across technology areas

•Implemented new service portal with the good look and filed and categorized separation of incident and requests and provided with ITIL dashboard on the portal for the resolvers.

•Implemented lot more customization and created new features on the portal which are easily accessible and usable by the user.

•Implemented new feature on portal for request module called technician scheduler where user can schedule an appointment with the deskside technician which sets up a meeting on their calendar.

•Implemented the special tile on the service portal which will be populated and scrolled up on any updates announcements and outages made by the organization

•Implemented Request module from scratch and separated the incidents from the requests.

•Created catalog items and customized the fields and used scripts to auto populate with all the required information up on loading the form by using client scripts.

•Created record producers to insert the record on to the incident table to get more tiles on the service portal for issues and captured all the required fields on the native form.

•Implemented the integration between ServiceNow-Workday which is related to the HR module to capture all the Termination and New Hires made by the organization.

•Implemented Asset management and integrated with the workday to push the information of the asset attached to human so the record in both the systems is marched and upon Termination HR will collect asset.

•Routed all the tickets to Service desk and provided with the ACL that they can rewrite the assignment group and captured reason for doing the changes.

•Setting up with the dashboards for the reports and created new reports for the surveys.

Infovision,Pune,India. May’12- Aug’14

Web Developer.

Responsibilities:

•Experience in developing professional web applications using front-end technologies like: HTML5, CSS3, Angular2/4, JavaScript, jQuery, Bootstrap 2, Ajax and JSON.

•Strong working knowledge of HTML5, CSS3, Angular2/4, jQuery.

•Experience with Responsive Web Design (RWD).

•Working experience on Jasmine unit testing.

•Worked on Securing WebSphere Portal with LDAP and DB2, WebSphere with LDAP.

•Build and configure WebSphere Portal components including navigation, menu, and content view portlets.

•Good Understanding of Document Object Model (DOM) and DOM Functions.

•Experience with Firebug for Mozilla, Developer Tool for Chrome and Developer Tool for Internet

•Provided Input to Service Owners regarding SLA/SLT.

•Confer with management or development teams to prioritize needs, resolve conflicts, develop content criteria, or choose solutions.

• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.

•Refer major hardware or software problems or defective products to vendors or technicians for service.

•Involved in customizing the design and development of Themes and Skins of Websphere portal according to the client's requirement

•Prepared UNIX Run Tasks - Documentation for UNIX Team in India.

•Gathered Storage Documentation for Transition Project to India.

•Prepared Storage Run Tasks - Documentation for UNIX Team in India.

•Conducted Meetings/Presentations to Management and Executive Management.

Education

Bachelors in Electrical and Electronics Engineering- JNTU .

Masters in Computer and Information Science- Southern Arkansas University

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