Mahalaxmi D

ServiceNow Developer/Admin

Email: aduhnl@r.postjobfree.com

Contact Number: 717-***-****

PROFESSIONAL SUMMARY

Overall, 6 years of professional IT experience with 5 years of experience on ITSM applications.

Experience working on ServiceNow as Administrator and Developer in different domains.

Extensive experience on technical implementation of various ServiceNow modules such as Incident, Problem, Change, Asset Management, CMDB (Configuration Management Database), knowledge, Request, Service Catalog, Custom Applications, and Integrations.

Implementation of ITSM modules in ServiceNow using Interframework principles with strong understanding of ITIL V3, Deep functional and technical knowledge of ServiceNow.

Experience in implementation and generating Business Rules, Script Includes, Data Dictionary, UI Actions, UI Policies, Client Scripts, UI Actions and Validations Scripts in ServiceNow using JavaScript and Glide System.

Extensive experience in creating and maintaining Access Control Rules(ACL) for securing and providing the right access to role-based applications.

Experience in configuring E-mail notifications in ServiceNow.

Worked on UI Pages, Scheduled Jobs, Script Includes and Events.

Experience in configuring Email notifications in ServiceNow, Scheduled Jobs, Script Actions, and Events for any scheduled actions.

Experience in Configuring existing workflows and creation of new workflows using ServiceNow graphical workflow editor.

Designing of various Service Catalog items using Designer and Record Producers and Defining workflows for the Catalog items, Approvals and Dynamic tasks in ServiceNow

Knowledge in configuration of CMDB (Configuration Management), Asset management and use of Discovery and MID - Server installation in ServiceNow.

Expertise in doing CMDB bulk data loading using transform maps and transform scripts.

Worked on integration of ServiceNow with External Authentication systems LDAP and SSO

Creation and maintenance of Critical Incident Reports and User Administration.

Experience working in third-party integrations using SOAP and REST web services, handling XML and JSON data.

Good understanding of Helpdesk / Service Desk and hands-on experience of Employee Self-service (ESS) portal customizations.

Extensive knowledge of Front-End Technologies: HTML, JavaScript, JSON, AJAX and CSS, XML.

Extensive experience in working with JavaScript Frameworks like JQuery and JSON.

Experienced in all phases of Software Development Life Cycle (DLC), quality management systems and project life cycle processes. Implementation and Enhancement of projects.

Experience working with Waterfall, Agile and Scrum methodologies.

Very Good organizational, communication and documentation skills.

Ability to work independently and as part of a group.

EDUCATION & CERTIFICATION:

Bachelor of Technology (Computer Science), India

Certified Service-Now System Administrator

TECHNICAL SKILLSET

ServiceNow

Script Includes, Business Rules, ACL’s, UI policies, UI Actions, Catalog scripts, Workflows, Notifications, Custom Table Creations

ITSM Tools

ServiceNow, London, Madrid, New York, Orlando, Paris, Quebec, Rome

Programming Languages

Core Java, C++, C, Angular JS, jQuery

Scripting Languages

JavaScript, Angular, Jelly, Ajax and JSON

Web Technologies

HTML5, CSS3, Bootstrap

Web Services

RESTFUL Services, SOAP

Software Mythologies

SDLC, Agile and Waterfall

Application Servers

Tomcat, WebSphere

Other Tools

Eclipse, MS Visual Studio, Tomcat, MS office, POSTMAN, SOAP UI

PROFESSIONAL EXPERIENCE

Lumen Technologies March 2020 to till date

Role: ServiceNow Developer/Admin

Responsibilities:

As a part of support activity resolve incidents by provided with proper root cause investigation.

Perform day to day administration of the Service-Now tool Maintain business services and configuration item relationships in Service-Now tool.

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

Develop necessary development documentation as needed e.g., technical design, developer notes, etc.

Implementation and Support of various ITSM ServiceNow modules such as Incident Management, Problem Management, Change Management, Knowledge Management, Service Catalog, Configuration Management and Custom Application Development

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

Manages users, groups, and roles

Implemented ServiceNow Incident Integration with Jira Issue, using REST Web Services, it involved exchanging Incident data between 2 environments like states, comments, attachments, short description, etc.,

Worked on enhancing the Cart Controls, build order guides and Record producers to fulfill various requirements.

Created various workflows for Service Catalog Items and Change Management Process

Extensively worked in Business Rules, Background scripts, Script Includes.

Created both Inbound Scripted Web Services and inbound Email Actions to create incidents from emails.

Manages data with Tables, the CMDB, Import Sets, and Update Sets.

Creates Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows

Performs migration activities Dev to QA, QA to Prod

Coordinates Service Catalog options, including two-step checkout, cart controls, and variables

Investigate performance issues, learn troubleshooting tools, and use system logs to find issues

Coordinates installation of Servicenow upgrades and/or service packs. Develops and manages the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements, or error correction.

Develops and improves user systems procedures and prepares systems documentation.

Establishes and maintains effective communications with customers, other technology specialists, and vendors about services.

Mindtree May 2017 to January 2020

Role: ServiceNow Admin/Developer

Responsibilities:

Use Administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLA's, Reporting etc.

Core Application Administration: Policies Interactions, Application Security, Events Notifications.

Managing client scripts, UI policies, UI actions and Data policies.

Moving data in and out of an instance using import sets and transform maps and auto import of data into service now.

Defining Service Level Agreements SLAs, notifications, and reports.

Develops new applications from beginning to end.

Maintains existing applications. Creates code that meets system standards.

Integration of service now with LDAP for authentication.

Integration of Service Now with BMC Remedy for ticket creation on change submit.

Subject Matter expert on Incident Management, Change Management Process and Knowledge article.

Recommends appropriate design alternatives to be implemented based on customer constraints.

Develops conversion plans and procedures.

Develops and executes plans and procedures for data conversion, customer acceptance criteria and installation strategy.

Migration of customizations from one instance to another instance.

Created reports, workflows, data imports for Incident, Problem, Service Request, and Change

Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations, and Templates.

Responsible for preparing design level, program-level, and user-level documentation.

Built Reports, Gauges and Home Pages.

Implemented, documented, and maintained the Service-Now platform to meet specific business needs to support TIL and business processes.

Worked with process owners to develop workflow, implement the workflows in Service Applications and administer the tools and enhanced requests by java script Performing quality assurance testing and user acceptance testing.

Created update sets for configuring in different instances i.e., DEV, TEST, UAT and production instances

Actively involved in daily Scrum meetings

Regular interaction with client for requirements clarification – pre & post deployment review meetings.

Client: Zensar Technologies, India June 2016 – May 2017

Role: Java Developer

Responsibilities:

Requirement Analysis, Development, System, and Integration Testing.

Actively involved in design and developing of J2EE components.

Created Use cases and Sequence diagrams using UML.

Implemented MVC architecture using Spring framework.

Involved in multi-tier Java EE design utilizing Spring IOC and Hibernate deployed on WebSphere Application server connecting to Oracle database.

Used Spring Framework for data dependency injection, transaction management.

Used Spring ORM support for development of DAO layer.

Implemented DAO pattern for database connectivity with Hibernate.

Worked on complete coding and design to front-end with the implementation of JSP and Servlets.

Worked on project deployment files and context definition files for servlet mappings, Java bean class definition, Action class mappings, transaction.

Wrote SQL Queries.

Used DOM parsers for filtering messages from user and validate them in corresponding format.

Implemented logging using log4j and developed robust exception handling and error reporting mechanism.

Used CVS for configuration management and version control.

Created unit testing using JUnit.

Involved in support and maintenance after the project went live.

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