Service Management

Meghana

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

Phone: 609-***-****

PROFESSIONAL SUMMARY:

•Innovative and solutions-driven IT professional with experience in all the SDLC phases including requirement analysis, design, development, testing and implementation of Intranet/Internet enterprise applications and ITIL using ServiceNow platform.

•Certified Professional in ServiceNow and ITIL.

•Experience in ServiceNow Implementation, Development and Administration.

•Expertise with creation and configuration of ServiceNow Applications, Modules, Business Rules, Client Scripts, UI Policies, UI Actions.

•Designed ITBM Process flows as per customer requirement aligned to ServiceNow OOB offerings.

•Expertise in ServiceNow integration with Workday, automation of Onboarding and Offboarding. Experience in Creating Xpaths to improve the OTB functionality of workday integration plugin.

•Strong hands on experience in ServiceNow with Service Catalog Requests, Incident Management, Knowledge Management, Configuration Management, Problem Management, ServiceNow Administration and Change Management.

•ServiceNow Integration Experience:

-Experience in integrating ServiceNow with Workday.

-Experience in integrating ServiceNow with Microsoft SCCM/SMS.

-Experience in integrating ServiceNow with SQL Databases.

-Experience in using ODBC and JDBC to pull and push the data to other applications.

-Experience in integrating ServiceNow with the LDAP Server.

-Experience in integrating ServiceNow with external Web Services and Oracle SOA based Web Services.

•Functional knowledge and implementation experience of ITSM frameworks.

•Knowledge of LDAP/Active Directory and relevant IT architecture and configuring LDAP integration with ServiceNow for obtaining users and groups.

•Design and implementation of ServiceNow solution enhancements and fixes, as requested by the Cybersecurity and Risk Management Groups.

•Implement, maintain and customize ServiceNow SecOps modules including: ITSM, Security Incident, Vulnerability Response & Threat Intelligence.

•Leverage from best practices in Project Management using SCRUM/Agile for efficient project delivery and implementation.

•Experience of integrating Service Now with third party tools and implementation of SOAP and REST API.

•Experience in handling tables on CMDB.

•Built reports and dashboards for various teams using database views and other required criteria provided by business on different tables.

•Had a profound knowledge on DISCOVERY and EVENT MANAGEMENT.

•Developed script on server side and client side for BUSSINES RULES, UI POLICIES, UI ACTIONS, UI MACROS & CLIENT SCRIPTS.

•Knowledge in ITBM with Showcasing features such as Project Workbench, Demand Workbench, Reporting, etc.

•Experience with ServiceNow implementation of PPM (Project Portfolio Management) and APM (Application Portfolio Management).

•Deliver reporting & analytics solutions to business stakeholders using ServiceNow Performance Analytics.

•Define the right Key Performance Indicators (KPIs) that align to business objectives.

•Create new jobs, indicators, breakdowns, widgets and dashboards

•Maintain repository of available content and document best practices and help with end user adoption of Performance Analytics.

•Work together with ServiceNow application development teams to ensure application changes required for Reporting & Analytics are deployed successfully.

•Good understanding of Helpdesk/ Service Desk process, Change Management process, Asset Management, Change Tasking, Service Level Agreement processes

•Configured Applications using ServiceNow tool used in ITIL Management.

•Hands on experience in web development using HTML, JSP, JavaScript, JQuery, Jelly, Ajax and CSS.

•Integrated Agile module with external application Jira.

•Having exposure on Vulnerability Groups and Remediation Process.

•Experience in working with ServiceNow Workflows, Import Sets, Update Sets

•Expertise on creation of workflows for Service Catalog items in ServiceNow.

•Configured Mid Server’s on to the different Instances.

•Experience working on different versions of ServiceNow: Eu, Fuji and Geneva.

•Strong written and oral communication skills, Problem solving ability, Quick understanding, Programming skill at high speed, Individual contributor and good team player.

•Ability to work with Multi-disciplinary teams, exhibiting teamwork skills and multitask and great deal of self-motivation and self-confidence.

•Experience in working with Agile/Waterfall methodology development.

EDUCATION:

•Master’s in Technology -Wayne State University, Michigan

•Bachelor’s in Technology - Jawaharlal Nehru Technological University, Hyderabad, India

TECHNICAL SKILLS:

ITSM Tools

ServiceNow, BMC Remedy, Service Request Management, Incident Management, Problem Management, Change Management

Programming Languages

C, C++, Java, SQL, XML, HTML, CSS, AJAX.

Database

MySQL, CMDB.

Web Technologies

XML, CSS, HTML, Java, Java Script, Angular JS.

Operating System

Linux and Windows.

Web/Application Servers

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

IDE

Eclipse

Software Methodologies

SDLC, Waterfall, Agile, Scrum

Packages

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

PROFESSIONAL EXPERIENCE:

Transamerica, Cedar Rapids, Iowa June 2019-Till Date

Role: ServiceNow Developer

As a ServiceNow consultant I have gathered requirements from stakeholders at various phases to leverage ServiceNow within organization on End user service portal. Managing service desk, ticketing tool and process transition project, migration and implementing the following ServiceNow applications:

Self Service, Service Desk, Incident Management, Problem Management, Change Management, Asset Management, Data Analysis & Reporting, Managed Documents, Metrics, Service Level Management, Content Management, Service Catalog, Knowledge Base.

Responsibilities:

•Assist in developing new ServiceNow solutions, including proof of concepts and mock-ups

•Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.

•Design and architecture of ITSM applications and custom applications with automation.

•Manage dependencies and integrations among ServiceNow and external platforms such as Proofpoint and other sharing platforms.

•Develop and deliver training programs for other teammates and end users.

•Implementation Knowledge portal for Knowledge.

•Migrated knowledge management to V3 from V2.

•Modified or developed custom widgets to fit in our needs by using Base system widgets.

•Performed end-to-end testing for the CMS Portal and Service Catalog module.

•Integrating TeamViewer, SolarWinds with ServiceNow.

•Configured project portfolio suite along with idea and demand modules are implemented.

•Integrated Microsoft word docs with Project module.

•Designed and implemented custom applications within ServiceNow for multiple departments.

•Designed and implemented custom inventory tracking and transfer application.

•Working with Business stakeholders understanding the functional requirements and designing the architecture of the custom applications within ServiceNow.

•Facilitating rollout of new applications and modules.

•Implementing critical processes within workflows and automation.

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

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

•Service Catalog and Request Workflow Design and Configuration.

•Simplified forms, requests, approvals, and events can be simplified with automated workflow processes.

•Designing the Content Management System for Varian system which involved layout, CSS and service catalog work.

•Configured Security Tag rules & Assignment group logic & configuring Security Analyst workspace UI.

•Created various workflows for Incident Management, Change Management, Service Requests and SLA's.

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

•Built new catalog item from creating variables and variables sets and also auto-populated variables using reference and get values from script includes.

•Involved in building workflows from sending manager approvals to group approvals.

•Sent custom notifications along with attachments in that, along with URL to another catalog item passing URL parameters.

•Designed many email templates by using html and jelly scripting and used them in notifications.

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

•Integrated CTI with TSP and embedded softphone for incoming and outgoing calls.

•Experience in work with Agents using ITSM and CSM workspace track and resolved IT issues.

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

•Using Performance analytics we got KPIs from business users to build logical reports on incident, survey management, HR case ticket like Daily opened, narrow down the application list collector field on knowledge base table, Service desk calls on different categories.

•Using databases views like left join or right join on different task type tables pulled the reports based on assignment groups.

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

•Built logical reports on CMDB tables and also converted them in dashboard to show information about existing CI’s and other classes.

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

•Created transform maps both automatic field mapping and scripting.

•Configured Workspace Agent Chat to enable live agent chat with customers.

•Worked on the integration of ServiceNow, integrated Service Catalog and Incident module.

•Implemented Database integrations using Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.

Environment: ServiceNow, Windows 10, XML, Java script, HTML, Jelly, CSS.

Florida Power & Light, Juno Beach, Florida Jan 2018 - June 2019

Role: ServiceNow Consultant/Developer

As a ServiceNow consultant, I am responsible for designing and developing of ServiceNow Integration with Workday, Service Catalog, Configuration Management, Incident-Problem-Change management modules, troubleshooting, Bug-fixing and report management.

Responsibilities:

Requirements gathering by understanding how stake holders wants their business to look like and provide wise suggestion to help the client use the service now tool the most effective way which justifies the value of licensing it.

Implementation and Maintenance of ServiceNow integration with workday.

Customization of workday module as per the client’s requirement. Creating Xpaths to improve the OOB functionality of the workday module.

Developing and configuring ServiceNow modules including Project Portfolio Management) (PPM)

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

Extensively worked on the Implementation, Configuration and maintenance of Business Rules, Client Scripts and UI Policies.

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

Built record producers from to target tables based on categories and sun categories assign to them.

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.

REST API with support methods like GET, POST, PUT, PATCH, DELETE.

Incident Management and Problem Management activities.

Reviewing SLA performance and recommend corrective action.

To follow up on escalations and issues with clients and management.

Extensively worked on daily support work like handling incidents, catalog tasks, creating Problems/Defects etc.

Resolving typical Users access and roles issues by checking active directory and users table.

Pulling reports and scheduling the reports as per the client requirement.

Creating database views to pull the reports on variables which are being used by catalog items.

Tracking of Incident from Opening to Closure, with timely communication to business.

Involved in LDAP integration with ServiceNow for obtaining users and groups.

Involved in reconciliation of complicated workflows to simpler form.

Involved in creating and configuring the SLAs as per the requirement.

Environment: ServiceNow, JavaScript, HTML, CSS, Windows 7/8.

In Rhythm Inc, Hyderabad May 2015 - Nov 2017

Role: ServiceNow Developer

As a ServiceNow Consultant, I am responsible for designing and developing CMS Portal, Service Catalog, Configuration Management, Incident-Problem-Change management modules, troubleshooting, Bug-fixing and report management.

Responsibilities:

•Involved in gathering the requirements from the Business Team and creation of technical, functional specification documents.

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

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

•Extensively worked on the Implementation, Configuration and maintenance of Business Rules, Client Scripts and UI Policies.

•Involved in redesigning the workflows using ServiceNow workflow editor.

•Requirement gathering, analysis, and development for catalog forms and workflows.

•Involved in LDAP integration with ServiceNow for obtaining users and groups.

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

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

•Involved in customizing the forms for the Incident, Change and Problem Management ITIL processes.

•Designed and developed an approval process for provisioning access to users. This eliminated the need for third-party integration to an access management system for approval and optimized user delivery.

•Development of Service catalog - catalog items, designing workflows and execution plans.

•Excellent knowledge on code migration between various ServiceNow environments using Update Sets.

•Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS and HTML5.

•Configured multiple forms for Asset module using Configuration Management Database.

•Resolving typical Users access and roles issues by checking active directory and users table.

•Pulling reports and scheduling the reports as per the client requirement.

•Creating database views to pull the reports on variables which are being used by catalog items.

•Develop homepages, database views and custom reports.

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

•Creating the UI pages to use them in catalog items using the UI Scripts.

•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.

•Troubleshoot and enhance third-party integrations with internal and external systems.

• Responsible for the acceptance, identification, storage and withdrawal of all supported CIs.

• Responsible for ensuring that all the CIs are registered, and these records are correct and up to date.

• Pulling reports and scheduling the reports as per the client requirement.

• Experience on working with Script Includes and Scripted Web Services.

Environment: ServiceNow, JavaScript, HTML, CSS, Windows 7/8.

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