Service Developer
Resume:
Kiran Mulakalapalli
adjkrb@r.postjobfree.com
SUMMARY:
A Qualified IT Professional with 71/2 years of experience with nearly 4+ years of experience as a Service-Now suite developer and administrator.
Experience in working on the ITIL Process Configuration like Incident, Problem, Change Management, Service Request Management, Knowledge Management and Reports Management in ServiceNow.
Experienced in Upgrading the Service Now instances to Geneva, Helsinki, and Jakarta, Madrid, New York.
Extensive experience in implementation of Business Rules, Data Dictionary, UI Actions, UI Policies, Client Scripts and Validations Scripts in ServiceNow.
Experience with ServiceNow ITBM and Software Asset Management (SAM) modules.
Experience in security/security operations (SecOps) process design/process improvement.
Experience on various ServiceNow customizations as per client’s requirement.
Experience on include end-to-end implementation and Discovery and Service Mapping related activities such as CI identification and reconciliation rules.
Extensive Process knowledge and working experience as lead implementer for ITOM specifically Discovery, ServiceNow and CMDB.
Experience configuring and customizing ServiceNow customer service applications on CSM
Experience in configuring the SLAs for various ITIL processes as per the client requirements.
Change management experience using Update Sets, Import Sets in ServiceNow
Experience in Email Integration, LDAP integration, External Web services Integration (both SOAP based, and REST based) in ServiceNow.
Experience in working with the workflows using ServiceNow workflow editor.
Expertise in creating complex workflows in Service Catalog items, Notifications, Approvals and Dynamic tasks in Customer Service Management (CSM).
Excellent experience in ServiceNow Administration and Production support.
Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships
Experience in creating Catalogs, catalog items and created record producers, order guides in service catalog on CSM.
Experience on working with DISCOVERY tool.
Experience Service mapping of Cloud (PaaS, IaaS) and hybrid applications.
Strong experience in working with Scripted Web services, Script Includes.
Hands on experience in web development using HTML, JavaScript, Jelly Script and CSS
Well versed in Database Administration and Management.
Good experience in application development using Java/J2EE, JSP, Structs and Spring
Experience in all phases of SDLC such as Requirement Analysis, Design, Code Construction and Testing
Excellent analytical, problem solving and communication skills
Strong interpersonal skills, ability to interact with people at all levels.
TECHNICAL SKILLS:
Programming Languages
C, JAVA, SAS, PL/SQL
Scripting Languages
JavaScript, Python, Jelly Script, Angular JS, HTML, CSS, XML, JSON, Shell Scripting
Operating Systems
OS/390, MVS, MS Windows, Linux
ITSM Tools
ServiceNow,
Data Base
Oracle 8.x/9i/10g/11g, SQL Server 2000/2005/2012
Tools and Packages
Rational Rose, MS Office, Visio, Clear case, SVN, PPMC, Kintana
Software Methodologies
SDLC, Waterfall, Agile
EDUCATION:
Bachelor of Technology, Electronics and Communication Engineering, JNTU, India.
PROFESSIONAL EXPERIENCE:
Service-Now Administrator/Developer
T. Rowe Price, Owings Mills, MD Aug 2019 – Present
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.
Implementation, customization, and configuration of different Service Manager Modules like Change Request, ESS, Service Desk, Service Catalog, Problem and SLM.
Experience on various Security Operations (SecOps) Implementation experience.
Worked on CMDB from the scratch.
Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
Experience in the Discovery of Cloud resources not limited to Cloud Storages, Cloud Functions, Cloud APIs, Cloud Containers, serverless components, etc.
Configured multiple Catalog Items Front-end web / GUI components using JavaScript, SOAP, Web Services, CSS, HTML5
Worked on UI Macros to create pages as templates on requirement from the stakeholders.
Resolving typical Users access and roles issues by checking active directory and users table.
Be able to develop and maintain a showcase of re-usable CSM solutions.
Create and facilitate programs that enable other Solution Consultants to demonstrate value of CSM on the ServiceNow platform.
Completed the service mapping of at least 50 large and complex applications.
Writing Catalog client scripts and UI policies to make client-side changes.
Creating to transform wireframes into functioning service portal screens and widgets.
Worked on Creating Tables, lists, and forms within the Discovery application.
Designed many email templates by using html and jelly scripting and used them in notifications.
Creating the UI pages to use them in catalog items, implemented using UI scripts.
Creating Knowledge articles to document the steps in creating the catalog items.
Integrated Service Now with LDAP for authentication and authorization.
Created schedules, reports and monitor performance of Service-Now.
Collaborate with other teams to enhance CSM new features.
Created full documentation for Service-Now applications.
Created Buttons and context menus both on form and lists using UI actions.
Written script includes and invoked them in business rules and client scripts.
Working knowledge on Single Sign on and event-based integrations.
Involved in various Service Portal customizations as per client's requirement.
Created Business Rules using server-side scripting. (Glide Record, Glide Element and Glide System).
Created transform maps both automatic field mapping and scripting. Worked on Update sets.
Upgraded instance to New York.
Environment: Service-now versions New York, Madrid, JavaScript, Web Services, SOAP, XML, HTML, AJAX, Jelly Scripting, JSON, Shell scripting.
Service-Now Administrator/Developer
Unisys, Chicago, IL Mar 2018 – July 2019
Implementation, customization, and maintenance of ITIL modules such as Incident, Change, Problem, Knowledge and Survey Management, Reporting, Service Catalog, CMDB in ServiceNow Helsinki and Kingston.
Implementing Change Management and Problem Management in ServiceNow.
Created reports, workflows, data imports for Incident, Problem, Service Request, and Change Service Now modules
Introducing Service Catalog and Service Portal to end-user community.
Conducting workshops and collaborating with business teams to understand their processes and convert them into ServiceNow requirements.
Developing workflows to automate the process of approvals and notifications in Change management and Service Request Management.
Designing home pages for the Management to give an overview of the incident / problem / change handling.
Developed new SLA’s based on the business processes involved which includes creating/updating the ServiceNow Calendar to keep in sync with the Organizational calendar on Customer Service Management (CSM).
Created Scheduled Reports for incident, problem, SLA based on the business requirements.
Worked with Discovery team to auto populate the CMDB.
Updating/Creating new ACL’s for reporting team to access incident metrics, to prevent ITIL user’s from deleting approvals in the system etc.,
Representing Service Now at Change Advisory Board (CAB) meetings.
Coordinating with ServiceNow to plan the maintenance and patching’s accordingly.
Updating the SSO certificates for Azure ADFS.
Used Jelly Scripting for Creating UI Pages and UI Macros.
Creating new enhancements in Service Now based on the customer requirements (CSM).
Customizing the approval form on both service portal and UI16 to make comments mandatory on rejecting.
Developed and implementing a detailed plan, on upgrading the platform from Jakarta to London following ITIL best practices.
Hands-on SecOPS application and Integrating Rapid7 with ServiceNow for auto-incident creation upon vulnerability detection.
Developed new Alert action rules for Event Management integration of Solaris and Nagios to ServiceNow.
Upgraded instance to Madrid.
Environment: ServiceNow Madrid, London, JavaScript, Jelly Script, Azure AD, Windows 10
Service-Now Administrator/Developer
Equinix, Sunnyvale, CA Feb 2017 – Feb 2018
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.
Implementation, customization, and configuration of different Service Manager Modules like Change Request, ESS, Service Desk, Service Catalog, Problem and SLM.
Worked on CMDB from the scratch.
Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
Configured multiple Catalog Items Front-end web / GUI components using JavaScript, SOAP, Web Services, Jelly Script, CSS, HTML5
Worked on UI Macros to create pages as templates on requirement from the stakeholders.
Resolving typical Users access and roles issues by checking active directory and users’ table.
Writing Catalog client scripts and UI policies to make client-side changes.
Creating the UI pages to use them in catalog items, implemented using UI scripts.
Creating Knowledge articles to document the steps in creating the catalog items.
Integrated Service Now with LDAP for authentication and authorization.
Created schedules, reports, and monitor performance of Service-Now.
Created full documentation for Service-Now applications.
Created Buttons and context menus both on form and lists using UI actions.
Written script includes and invoked them in business rules and client scripts.
Working knowledge on Single Sign on and event-based integrations.
Created Business Rules using server-side scripting. (Glide Record, Glide Element and Glide System).
Created transform maps both automatic field mapping and scripting. Worked on Update sets.
Involved in reconciliation of complicated workflows to simpler form.
Involved in automating the routine production support activities using PowerShell and VB Scripting.
Responsible for the acceptance, identification, storage, and withdrawal of all supported CIs.
Upgraded instance to Jakarta.
Environment: Service-now versions Geneva, Jakarta, JavaScript, Jelly Script, Web Services, SOAP, XML, HTML, AJAX, Shell scripting.
Service-Now Administrator/Developer
CSRA, Bethesda, MD Oct 2015 – Jan 2017
Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
Collaborate with IT and business teams to gather, develop and validate business requirements for new functionality or enhancements.
Designed and implemented Service catalog which include creating new catalog items, designing workflows and execution plans.
Define and meet standards for implementations in ServiceNow to ensure consistency and supportability of customizations.
Follow Change Management and Problem Management processes regarding the automation of ServiceNow.
Develop and test ServiceNow Customizations including, but not limited to screen tailoring, workflow administration, report setup, data imports, LDAP integration, custom scripting and third-party software integrations.
Created multiple Catalog Items Front-end web / GUI components using JavaScript, SOAP, Web services, CSS, HTML5.
Creating Knowledge articles to document the steps in creating the catalog items.
Administer access to the ServiceNow system including group and user management.
Assist in the data collection for organizational metrics.
Enabled database views to pull the reports on variables which are being used by catalog items.
Worked on Integration between Problem Module of ServiceNow and JIRA Issues.
Created Catalog Service Requests and associated Workflow process as per the client requirement.
Written Catalog client scripts and UI policies to make changes on client.
Worked on Enhancements to the change Management, Problem Management, and Incident Management Modules.
Coding Javascript, GlideScript, Ajax to Run Business Rules, Client Scripts and UI policies.
Represented ServiceNow team at Change Approval Board meetings to co-ordinate scheduling and avoid any unnecessary impact.
Created notifications based on user requirements and configured inbound email actions to create incidents or requests.
Creating the UI pages to use them in catalog items, implemented using UI scripts.
Created Database views for reporting.
Worked on loading data into CMDB using Transform Maps and maintained MIDServers.
Hands on Experience on Project Management and Timecard module.
Created Reports for different assignment groups within organization and provide training to the employees in creating reports.
Worked on enhancements to On-call Scheduling module include adding new Rota’s and change the rotation.
Development of SLA for the organizations Implementation of ACL.
Environment: Service Now Fuji, JavaScript, Web services, Windows 7
Service-Now Administrator/Developer
V-Soft Corporation, India Dec 2014 – Oct 2015
Involved in Requirement Gathering and Analysis, Development, Testing and deployment of multiple ServiceNow modules.
Identified and Recommended the ITIL v3 methodologies to delivered technical methodologies around the ServiceNow platform.
Implementation of Service catalog which includes creating new catalog items, designing workflows and execution plans.
Worked with clients to assess current state processes and tools, defined ServiceNow requirements, developed and configured the ServiceNow platform.
Involved in creation, testing and deployment of a Custom application.
Developed more than 40 Service Catalog Items with Complex Workflows using ServiceNow workflow editor.
Worked on various modules of ServiceNow like Incident management, Change management, and Problem management, Service Catalog, User Administration, and Reporting.
Involved in discussion with other technical teams to meet the business and technical requirements for ServiceNow such as SMTP Admin, IBM Data power, Webservices Owners and DBA to build integration to external and internal systems, currently using as SMTP (EMAIL), MID Server and Web Service (Construction, integration testing).
Used HTML and Bootstrapping to customize the user interfaces.
Worked on CMDB and Asset management.
Enhanced the existing LDAP integration and modified business rules.
Experience with relational databases such as MySQL, SQL*Plus, MS SQL Server and Oracle.
Performed Data migration to import data from other applications and external databases.
Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
Created and customized various frontend forms.
Created record producers.
Involved in Creation and modification of various UI Policies, Data policies, Client scripts, Business Rules, Script includes, UI Actions
Created Data Sources and used Import sets and Transform maps to import data into ServiceNow.
Created Update Sets to migrate customizations from one instance to another instance.
Created various SLA as per client requirement with the Incident Management applications.
Created Email Templates and Email Notifications.
Designed Workflows, along with standard Workflow templates which can be reused.
Gathered requirement from stake holders for attributes needed to develop Service Catalog items.
Worked on JDBC Extracts, SQL queries, Data sources, external connectivity using SN data source, Web services, Email integrations, LDAP.
Supported the team responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
Developed reports as per requirements from management.
Documented all implementations and best practices defined within team.
Provided training and support to ServiceNow users.
Environment: ServiceNow, JavaScript, Oracle 10g, SQL Server 2005, and UNIX.
UI Developer
Info Park Software Technologies, India Sep 2012 – Dec 2014
Gathered Involved in translating Business Requirement into Technical Requirement.
Involved in all the phases of SDLC including Requirements Collection, Design and Analysis of the customer specification from the Business Analyst.
Involved in developing the UI pages using HTML, CSS, JavaScript, JSON, jQuery, AJAX.
Designed UML class diagrams and Use Case diagrams to understand the code easily.
Oracle9i database was used as back-end layer
Used JDBC API to communicate with the database.
Developed various test cases such as unit test, mock test and integration test using JUnit.
Used jQuery and AJAX for service calls on pages to interact with the server for information.
Utilized various JavaScript and jQuery libraries, AJAX for form validation and other interactive features.
Used AJAX, JSON to send request to the server to check the functionality of the website.
Developed the presentation layer and GUI framework that are written using JSP
Client-side validation was done using JavaScript.
Extensively involved in the development of Java Server Pages (JSP).
Involved in performance and SQL Query optimization.
Environment: HTML, CSS, jQuery, JavaScript, AJAX, JDK, JDBC, SQL, Oracle9i, XML, Apache Tomcat, JSP, JUnit, UML, and UNIX
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