System Administrator Active Directory
Resume:
SIDDHARTHA L. RAO
**** * ******* **** *** ***, Orlando, FL 32822 United States
*******@*****.***
Professional Summary
Certified ServiceNow professional with over 3 years of technical experience working on various modules of ServiceNow platform. Deep understanding of Software Development Life Cycle (SDLC), ITIL Framework and Project management processes. A good team player with experience working with multiple teams to gather requirements and convert them into technical specifications. Experience in configuring and customizing various components of ServiceNow platform using UI policies, Client scripts and Business rules. Resourceful problem solver, providing required resources to maximize efficiency with excellent organizational and multitasking skills.
ServiceNow Certifications
•ServiceNow Certified System Administrator #23108638
•Micro-Certification - Configure the CMDB
•Micro-Certification - Maintain CMDB Health
•Micro-Certification - Asset Model Management
•Micro-Certification - Application Portfolio Management
•Micro-Certification - Human Resources (HR) Integrations
•Micro-Certification - Flow Designer
•Micro-Certification - Integration Hub
•Micro-Certification - Agile Development 2.0 Implementation
SERVICENOW COURSES COMPLETED
• Change Management Implementation
• Major Incident Management
• Hardware Asset Management
• ITSM Foundation
• Configuration of CMDB
TECHNICAL SKILLS
Scripting Libraries
JavaScript
Web Technologies
HTML 5, CSS, Web Services, SOAP, REST Web API.
Service Now
·ITSM Development (Incident, Change, Problem, Service Request).
·Integrations with 3rd party using Web Services (SOAP, REST)
·Automating records creation into the Database from Catalog items using workflow scripts.
·Managing ITAM Implementation including Procurement and Disposal process.
Education
Bachelor of Science : Biomedical Sciences Jan 2019 - Dec 2020
Keiser University Orlando, Fl
Attended from Jan 2019 to Dec 2020 and earned bachelor’s degree in Biomedical Sciences.
Graduated with Honors and Cum Laude
Dean's List Honoree, 3 semesters.
PROFESSIONAL EXPERIENCE
Employer: Softility Inc November 2020 — June 2022
Role: ServiceNow Developer
Client: NYC Department of Social Services
Description: Design, develop and maintain code within assigned modules that were built on approved standards set. Perform analysis and review for assigned technical questions from customers and update senior technical resources.
Responsibilities:
-Configuring and implementing core ITSM processes including Incident, Problem, Change, Major Incident and CMDB.
-Configuring auto assignment rules for the Incident and Problems so that the tickets are assigned automatically.
-Configuring SLA for Incident and other tasks to track the response and resolution times.
-Building request forms along with the workflows to automate the approval and fulfilment process.
-Automating catalog item workflows to trigger creation of approvals, tasks and notifications.
-Experience working with flow designers and associating them with the catalog items to fulfil the end-to-end process.
-Configuring CMDB dashboards to show duplicates, stale and orphaned records in CMDB to track the CMDB health.
-Configuring reconciliation rules and CMDB health rules to auto populate CMDB dashboards and reports.
-Implementing ServiceNow Discovery to capture all the CIs and populate the CMDB.
-Deploying and configuring multiple MID Servers to be used by Discovery and other integrations.
-Working with the Network team to resolve Discovery issues related to firewalls and IP subnets.
-Configuring Microsoft SCCM integration to import all the computers and desktops into CMDB.
-Configuring Reconciliation rules to make sure there are no duplicates being created during imports into CMDB.
-Resolving various credential issues related to UNIX, Windows and SNMP discovery.
Employer: Tej Solutions Inc. February 2017 – December 2018
Role: ServiceNow Developer
Client: Neustar Inc.
Description: Enhancing and managing various modules in ServiceNow. Integrating different tools with ServiceNow using various out of the box mechanisms including REST API’s, Scheduled Imports, Integration Hub spokes etc. Managing user roles and groups to facilitate better control over licenses and better management of assignment and approval groups. Configuring better reports and dashboards using analytics and scheduled reports for better reporting capabilities.
Responsibilities:
-Integrating ServiceNow users and groups with the organization’s Active Directory to keep the users and groups up to date.
-Keep track of all the roles for the users and groups to control the licensing cost for various approvers and assignees.
-Building reports and dashboards to track the licenses and sending out notifications when the licenses are being overused or reclaimed.
-Implementing a subscription-based notification model where notifications are sent out automatically to the service owners when their subscribed service is being impacted by a change or an Incident.
-Building an automated catalog item where users can subscribe themselves to different services that they are interested in and would like to get notified when they are impacted.
-Building custom reports to the management to show the work being done by their teams to track their progress and scheduling the reports on monthly basis.
-Configuring the Risk management rules for Change management to calculate Risks based on the questionnaire and impact to the services.
-Configuring CAB workbench to track and conduct CAB meetings for the change management.
-Designing communication plans and recipient lists for the Major incident communications.
-Integrating JIRA Service Management with ServiceNow using Integration Hub spoke to sync the information between SNOW and JIRA.
-Building alert management rules to auto trigger notifications from ServiceNow.
-Implementing Certificate management system in ServiceNow where certificates are imported from CA authority and tracked in SNOW.
-Importing and tracking all organization’s hardware and software assets.
-Building robust Asset management process to request, procure, track and dispose hardware and software assets.
-Configure SAM to track licensable software assets and build dashboards to inform the leadership of unused or unauthorized license count.
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