Senior Servicenow Developer

Bandhavi Thiru

Senior ServiceNow Developer

Phone:609-***-**** Email:*****************@*****.***

Plainsboro, NJ

Dynamic, competent, detail-oriented Senior ServiceNow Developer with 7 years of technical and functional experience in ServiceNow implementation, development, customization, and administration. Experience with Financial, Pharmaceutical, Insurance and Supply Chain industries.

PROFESSIONAL SUMMARY

Experience in Architecture, Integration, development, administration, Implementation, customization, and Migration of ServiceNow custom and OOB applications and ITSM suite includes Self Service, Incident Management, Problem Management, Change Management, Knowledge Management, Asset Management, CMDB, Discovery, Event Management tools and Service mapping.

Experienced in Global Implementation of ServiceNow, Designing and Implementation of Global Service operations, IT Operations Management (ITOM), Enterprise Service management, Enterprise Risk and Compliance management (GRC).

Design and development of integration architecture to integrate the ServiceNow application using technologies like LDAP, SSO, MFA, REST APIs, MID Server, Script Includes and PowerShell etc. as required.

Design and implementation of ServiceNow system security and security compliance using Instance hardening, data encryption in transit and at rest using ServiceNow system security technologies like Edge encryption, VPN tunnels and IP whitelisting.

Design the integration architecture and integrating the ServiceNow and ServiceNow CMDB with Event management applications like Tivoli and Solarwings.

Integration of ServiceNow application with reporting tools such as Analytics, Business Objects, and customization of ServiceNow Reports as per the business needs.

Expertise in foundation data configuration and process configuration of ServiceNow ITSM suite, which includes Self Service, Incident Management, Problem Management, Change Management, Asset Management and CMDB.

Development and Customization of ServiceNow Application using UI Policy, UI Action, Client Scripts, Business rules, Script Includes, Service Catalog creation, Workflows, and flow designs.

Functional experience includes defining processes for Self Service, Incident, Change and problem management applications, interacting with business Units, service desks/application support teams to define the functionalities from the business requirements and identifying the technical feasibilities of implementing their business requirements.

Experienced in Preparing Process Documents, giving Training sessions and presentations on ServiceNow applications like Incident Management, Problem Management, Change Management, Asset Management, SRM, CMDB, Discovery, Event management and service mapping.

Co-ordinated with Project managers in following software development life cycle (SDLC) in Agile and Scrum methodologies.

WORK EXPERIENCE

Client: T. Rowe Price, Columbia, MD Nov 2020 - Present

Role: Senior ServiceNow Developer

Responsibilities:

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

Responsible for closing the open Incidents, problems and enhancement requests and communicating with the customer the status of the request, to ensure a timely customer satisfying result.

Customization and enhancements of ServiceNow applications like Incident Management, Problem Management, Knowledge Management, Asset Management, and Service Catalog.

Configuring Email Notifications and Alerts to notify users about specific activities in the system such as updates to Incident, Change and Problem requests.

Working on various ServiceNow applications such as Incident Management, Change Management, Problem Management, Knowledge Management, HR Service Management, Asset Management and Service Portal.

Working on creating front end forms, and associated Client Scripts, business rules, UI Action, UI policies, System policies and data policies.

Developing catalog UI policies and client scripts those are compatible with service portal.

Creating reports and dashboards for different applications in ServiceNow.

Working with product owners and business analysts in gathering requirements.

Involved in working with process owners to develop workflow, implement the workflows in custom applications.

Provided technical advice on programming and best practices.

Investigated performance issues, troubleshooted long running transactions and tuned for better performance.

Developing various catalog items which include enhancing various workflows, designing of forms, and working on requested items.

Involving in daily scrum and status meetings on the work progress and discussions on the upcoming work.

Client: Insmed Inc, Bridgewater NJ Sep 2018 - Oct 2020

Role: Senior ServiceNow Consultant

Responsibilities:

Worked on developing a completely new portal for HR by creating new catalog items, subcategories, and new workflows.

Worked on setting up Service portal content so that it's only available to authenticated users.

Worked on end user self-service portal management.

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

Responsible for closing the open Incidents, Problems and Enhancement requests and communicating with the customer the status of the request, to ensure a timely customer satisfying result.

Created drop down filters, Chat box, user profile widgets using Angular JS, HTML, JavaScript, and CSS

Designed the layout, dynamic content for the End User Self-Service Portal using Angular JS, HTML, JavaScript, and CSS.

Create and use update sets to move customization between instances.

Understanding the requirements and designing form layouts, process flows and workflows.

Developed client scripts, UI Policies, Script Includes, Business Rules across the application as per the requirement.

Configuring Email, inbound and outbound email actions and developing mail scripts on need basis.

Client: Pacific Life, Newport Beach CA Feb 2017 - Aug 2018

Role: ServiceNow Developer

Responsibilities:

Involved in development of ServiceNow custom applications, Service catalog and custom reports as per the requirements.

Customized UI Appearance for Problem and Change Management Applications.

Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.

Implementation, Customization, Maintenance and Production support of Incident Management, Change Management, Problem Management, Knowledge, Service Catalog and CMDB.

Providing the design solution, technical methodologies, and processes solution to meet the customer requirements.

Responsible for on-going enhancement and maintenance of the ServiceNow platform including activation of plugins, upgrades, and patches.

Manage and coordinate activities during the overall ticket life cycle in Incident, Problem, Change, Knowledge management, Service Portal, CMDB, Discovery and Event management applications.

Involved in working with process owners to develop workflow, implement the workflows in custom applications.

Worked with business analysts to design and build applications that meet business goals and objectives.

Client: Ardagh Group, Fairfield CA June 2015 - Jan 2017

Role: Systems Engineer

Responsibilities

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

Created functional and technical specifications documents for various ServiceNow modules.

Designed the forms and created fields in the forms for both incident and problem management.

Production support of different applications in ServiceNow.

Performed core configuration tasks including System policies, Business rules and Client scripts.

Managed users, groups, and roles.

Developed Service Catalog items based on the requirement provided by the stakeholders.

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

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