Service Data

Ashoka

*************************@*****.***

PH: +1-732-***-****

Professional Summary:

ITIL/ Service Now Administrator/Developer

Hands on experience on various IT Services of Service-Now tool like Service Catalog, Configuration Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Integration with Web Services

Extensive knowledge of integrating with other tools using REST and SOAP web services

Technically diverse with 6 years of experience focused on providing solutions, Design, and recommendations in various ITSM, ITOM, CSM, ITBM, Security Operations & User and Service Experiences

Hands on experience with CMDB and implementing API's for CI feeds into the DB, load of data into and between ServiceNow & other systems

Hands on experience with windows & Linux administration tasks like installation, configure network and maintenance.

Application Support/User Requirements Analysis/Infrastructure Support/Compliance/Application Security/Troubleshooting/ End User Documentation

Strong hands on experience of in ServiceNow with

Service Catalog Requests

Incident Management

Knowledge Management

Configuration Management

Client Scripts

Risk Management

Problem Management

Project management

Agile Development 2.0

Integration with Web Services

UI Policies and Data Policies

Demand Management

ServiceNow Administration

Change Management

Certification:

ServiceNow Certified System Administrator. Credential ID: 21251312.

SAP S/4HANA Sales 1610

SKILLS:

Platforms: Red Hat Linux, Unix, Solaris 10, Windows (XP/7/8/10)

Applications/Databases: Service Now, BMC Remedy ITSM, SQL Server 2012, Oracle 10g/11g, JavaScript, MySQL

Tools: SQL Developer, Microsoft Excel, SAP Business Objects, Tableau 10, Web-Services (REST, SOAP), Toad, SSH, SFTP

PROFESSIONAL EXPERIENCE:

Lowe’s Corporate,Mooresville,NC August 2019- Till Now

ServiceNow Developer/Administrator

Key Achievements:

Involved in requirement gathering sessions with the client and created the specification documents (technical and functional) as per the requirements.

Involved in technical design team to integrate with SAP SuccessFactors

Worked on customizing Incident, Problem and Change management screens using Client Scripts, UI Policies, UI Actions and Business Rules.

Managing and administering lists, filters, forms, platforms interfaces (to other data sources) and the data within tables, import sets and the CMDB.

Involved in defining the scope for the onboarding ServiceNow using Enterprise onboarding aligned with the company busines objectives

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

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

Worked on Creating GET/POST Scripted Rest/SOAP API’s For HR Management integrating with third party tools like Workday, Power BI.

Created the new Applications and Modules, custom tables in ServiceNow.

Creating, reviewing, and updating CMDB requirements and processes with cross functional teams to ensure CMDB accuracy

Involved in creating various custom applications, modules,and tables as per the requirement.

Created various workflows for Incident, Problem, and Change Management Service Requests.

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

Data standardization/normalization processes based on client data and requirements to ensure data is effectively imported and maintained in a CMDB

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

Designed email templates by using html, JavaScriptand jelly scripting and used them in notifications.

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

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

Created data sources and loaded the ServiceNow tables with different data formats.

Involved in creating the ad-hoc reports in ServiceNow.

Populate the CMDB with information on each computer/device's configuration, provisioning, and current status

Created New ACLs or Modified existing ACLs to secure Service Now Data.

Worked on the integration of ServiceNow with Success Factors and Power BI.

Involved in Service Catalog and Request Workflow Design and Configuration.

Involved in loading of data into CMDB using discovery and file imports.

Scheduling cloning and migration of data from instances with ServiceNow.

Contribute to technical discussions and be involved in the decision-making process with other senior engineers to resolve product issues.

PWC, Tampa, FL February 2018-August 2019

ServiceNowDeveloper/Administrator

As a part of Service Now support team, resolve incidents routed with proper root cause investigation

Key Achievements:

Perform day-to-day administration of the Service Now tool, Maintain business services, CI

relationships and CI Classes in Service Now platform

Develop and manage application code, user interface, and third-party integration components.

Building and maintaining an updated knowledge base, scheduled and ad-hoc reporting, dashboard visibility supporting CMDB upkeep

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

Utilized AD to create users and passwords, created GPO's to OU groups as requested by management.

Performed administrative tasks for Novell and UNIX servers.

Create Lifecycle onboarding cases dashboard to provide the view into active on boarding cases for past, present and the future starting employees.

Create and update knowledge base articles and CMDB to reflect accurate information related to system functionality and troubleshooting.

Worked with REST/SOAP API’s integrating with third party applications like Genesis, Remedy.

Manage data in Tables, the CMDB, Import Sets, and Update Sets

Used Workflows & flow designers to leverage the Knowledge base process.

Create Workflow activities and approvals. Implement new workflows that use a variety of activities to generate tasks and approvals to various teams

Modified, Created SSO, Web services, API’s tostreamline the UI and User service mapping which enables you to relate the infrastructure with service availability

Changes made to service portal using with JavaScript, HTML and CSS based in the requirement

Coordinate Service Catalog options, variables, categories, and cart controls, investigate performance issues, review troubleshooting tools, and use system logs to find issues

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

Coordinate installation of Service Now upgrades and patches

Develop and improve user systems, procedures and prepare system documentation

Establish and maintain effective communication with customers, and other IT specialists

AT&T, Tampa, FL September2016-January 2018

ServiceNow&Administrator

Analyzed user software requirements, upgraded systems, and improved production environments for clients in broad range of industries

Key Achievements:

Increased add-on sales by promoting and implementing Service Now along with its ITSM (Incident, Problem, Change) and ITOM (Discovery, Service Mapping) modules for customers

Worked with Application Owners to restructure CMDB based on Company's Architecture

Successfully customized CMDB with a new stage in life cycle using Discovery tool whenever a new Configuration Item is ordered through Service Catalog in Service Now.

Used Risk data to narrow and prioritize Audit plans and automate cross-functional process using GRC (Governance, Risk, and Compliance)

Monitored Internet usage, Antivirus statistics and reported to Windows Administrator

Create, Edit and Configure the Workflows in Incident module for better resolution and assignment of the Groups.

Performed hardware and software maintenance in labs and office desktop

Setup MID Server used by Discovery and performed troubleshooting within the application module.

Leveraged the feature of GRC to respond the business risks in real time and monitor, prioritize and automate the response.

Created and managed 20 users and set up group policies to ensure proper rights were assigned and data remained secure.

Installed and configured networks, router, TCP/IP, and routing IP address in both LAN/WAN

Integrated Service Now with external SQL database to fetch data using JDBC data source and MID server

Received accolades from client for efficiently upgrading BMC Remedy ARS software from 7.1 to 8.1 while maintaining zero downtime for both Windows and UNIX operating systems

Created an integrated view of risk in GRC /Risk management to keep track the vulnerability and threats/

Environment: Customer Requirements Analysis, Knowledge Management, Technical Sales, System Upgrades and Enhancement, Windows/Linux

BMC Software, INDIA October 2015-August 2016

Technical Support Analyst

Key Achievements:

Sustained 97% accuracy rate for level 2 production issues for BMC Remedy ARS and ITSM installation and server group configuration via Incident Management expertise

Defined, administered, and implemented business rules within the Remedy SLM Module.

Configure and maintain the system ensuring consistency according to established governance

Experience gathering and documenting requirements from Client / Business

Experience with building Custom applications

Experience leading & working with remote resources

Delivered critical growth, performance data and reports to decision makers of business unit and outlined resolution of several incidents and service requests using advanced MS Excel skills

Environment: 24X7 Application Support, Problem Resolution, Documentation, Root Cause Analysis

Wipro Technologies, INDIA October 2014-August 2015

ITSM Solutions Analyst

Key Achievements:

Raised team performance rate by 25% quarter on quarter, as well as cut number of major incidents by 25% using Problem Management methodology

Developed a document of the best practice of IT Service Delivery plan, studying all the possible help desk tools and determining the best that matches the company’s current and future business requirements based on the ITIL Framework. Implemented OOTB archival functionality to purge older data to achieve faster processing of the application.

Resolving the P1, P2, P3and P4 tickets.

Actively participate in daily Scrum meetings and regular sprint planning, review, and retrospective meetings.

Environment: Problem Management, Software Integration, Project Management, Team Leadership

EY Global Services, INDIA August 2013-October 2014

Information Security Summer Intern

Provided end-to end- web based application security reviews to protect information for clients of globally integrated professional services organization. Ensured compliance to client’s security policies

Key Achievement:

Efficiently recognized security vulnerabilities and collaborated with team members to resolve issues.

Responsible for maintaining the growing data held in ServiceNow by tracking cases and Perform UAT/Regression Testing of any ongoing development.

Provide general support, administration, and maintenance for the ServiceNow platform and associated application like Incident and change.

Involved in editing the Ui policies and UI actions in times necessary with developers.

Environment: Application Security, Penetration Testing.

EDUCATION:

Governors state University, Chicago, IL Master’s in computer science GPA: 3.8

Narsimha Reddy Engineering College, Hyderabad, INDIA Bachelor of Technology in Electronics GPA: 3.2

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