Java Developer Servicenow

Name : Pallavi Pothula

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

Mob: 828-***-****

PROFESSIONAL SUMMARY:

Certified ServiceNow Professional with around 11+ years of experience in IT industry, with 5+ years of experience as a ServiceNow Administrator, Developer and Solutions Architect.

Configured Applications using Service-Now tool used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large-scale Service Now implementations.

Leveraged knowledge and experience to deliver end-to-end methodologies within Service Now, which includes architecting technical implementation of HRSD, GRC, SecOps, CSM and Service Portal organizing and prioritizing development effort, interfacing with vendors and management, and coordinating effort of administrators.

Experienced in implementing solutions for ServiceNow HRSD modules which include but are not limited to HR Case Management, HR Onboarding, and HR Integrations.

Good experience on Action, Roles, Notifications, Inbound & outbound Email Configuration, SLAs,User, Roles, Groups and ACL.

Experience on Integration with 3rd Party tools like; LAD, Web Services, Omnibus and SSO.

Worked on configuration of Vendor Portal and portal pages.

Hands-on experience in technical implementation of Incident Management, Problem Management, Change Management and Service Catalog.

Functional knowledge and implementation experience of IT Operations Management (ITOM) ServiceNow Discovery, CSDM, Event Management, CMDB and Service Mapping and experience working directly with customers and clients.

Integrated ServiceNow with more than 10 third party applications in a large-scale capacity using web services, JDBC connections and transform maps.

Involved in Integration with third party tool Altiris, where data is imported to CMDB. Good knowledge of CMDB and Asset Management Services, Business Services and Configuration Items and Configuration item relationships.

Experienced in ITBM suite with implementation of Demand, PPM and Finance management module for different clients.

Functional knowledge and implementation experience of IT Operations Management (ITOM) ServiceNow Discovery, CSDM, Event Management, CMDB and Service Mapping and experience working directly with customers and clients

Knowledge on UCMDB which features prominently in HP ITSM, CCRM and SACM solutions supporting (ITIL based) change and configuration management processes. Created various work flows for incident, problem, change management service requests.

Experience in upgrading Remedy Action Request System and ITSM from 6.3 to 7.1 and from 7.1 to 7.6 versions. Experience working with service watch which is used to discover and map all application and IT infrastructure components.

Implementing, configuring, on boarding and administrating GRC plugins. Knowledge of compliance and audit lifecycle. Assisted with the design, build, and implementation of work flows, assessments, integrations, and reports/dashboards within the GRC Tool. Implemented SecOps and GRC from scratch.

In-depth knowledge of the technical implementation of ITBM module PPM, Agile Management, Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting Experience with the PPM module, including generating dashboards and reports for senior leadership making portfolio decisions

Hands of experience in creating Reports and Dashboards, and also visualizing the performance.

CERTIFICATIONS:

Certified System Administrator

Certified Application Developer

WORK EXPERIENCE:

Ventech Solutions. (CMS) Columbus – Ohio. Aug 2022-Present

Role: ServiceNow Developer /Admin

Responsibilities:

Worked on Service Catalog to automate Group Management (adding/removing members to the group) Fixing bugs/performed minor enhancements to existing functionalities

Worked on stories to improve the implementation standards reported from Health Scan

Worked on the below requirements:

Creating catalog forms by using UI policies and client scripts

Automating the request fulfilment process with the help of workflows

Fixing bugs in existing transform maps, business rules, UI Actions

Designed and implemented custom Virtual Agent conversations to automate routine IT tasks and processes in ServiceNow.

Worked with business stakeholders to define and prioritize requirements for Virtual Agent automation, ensuring alignment with overall IT strategy and priorities.

Created and maintained dashboards and reports to track the performance of Virtual Agent automation workflows and to provide insight into process performance.

Conducted regular reviews and audits of Virtual Agent conversations built using ServiceNow to identify areas of improvement and ensure compliance with data governance policies and procedures.

Creating new columns based on the requirements and performing enhancements to form layouts, list layouts, list controls

Created and maintained ServiceNow Virtual Agent best practices and guidelines for the ServiceNow community.

Minor changes to Service Portal widgets based on Health Scan recommendations

Moving update sets from dev to test instances and fixing the corresponding errors

Testing the implementation and preparing the corresponding documentation based on the results

Use SCRUM/Agile development methodologies.

Participate in the full software development life cycle: Analysis, Design, Coding, Testing,Training, and Operational Support.

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

Worked on CRUD Operation ACL’s.

Developed and executed ServiceNow workflow designs to automate workflows, manage ticket queues, and optimize user experience.

Created Menu item and dropdown widgets on Service Portal web page.

Proficient in Service Now REST API capabilities, including browser-based API’s and scripted REST APIs.

Experience in designing, developing and Testing REST APIs to enable the integration of ServiceNow with other applications and systems

Implemented and maintained API integrations between ServiceNow and other systems, such as JIRA, Salesforce, and Azure,

Excellent organizational skills with the ability to prioritize multiple tasks, handle interruptions and work independently

Proficient in the use of ServiceNow and other ITSM or ITIL tools, to provide efficient entry point management and reporting

Develop, document and publish Change Management process and functions, Managed allChange Management Information (Service Now),Analyze change records to determine any trends or potential problems.

Worked on Modules of ServiceNow like Incident Management, Change Management,Service Catalog, and Reporting.

Involved in release calls.

Implemented best practices in migrating data from internal DB to ServiceNow using import sets and Transform Maps.

Participated in Agile Teams supporting systems engineering projects by collaborates withthe project team to-build systems engineering solutions.

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

Involved completely on Agile based Software Development Life Cycle (SDLC) from gatheringrequirements to deployment.

Cargill - Minneapolis, MN Jan 2020 to July 2022

Role: ServiceNow Developer /Admin

Responsibilities:

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

Worked on Action, Roles, Notifications, Inbound & outbound Email Configuration, SLAs,User, Roles, Groups and ACL.

Created on Integration with 3rd Party tools like; LDAP, Web Services, Omnibus and SSO.

Worked on Active Directory.

Wrote Business rules to avoid empty configuration items to be stored in CMDB after Discovery tool runs a scheduled job.

Wrote Client Scripts, UI policies, Business Rules, Security Rules and UI Actions, UI Pages/Macros.

Built Reports, Gauges and Home Pages.

Worked on creating Users, Roles, Groups and configured LDAP Server and LDAP Listener for updating the user and group table record.

Created Dashboards in Performance Analytics.

Developed different type of Report in Performance Analytics Using SLA Definitions.

Created different type of indicators in Performance Analytics.

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

Configured multiple forms for Asset module using Configuration Management Database.

Worked on end-to-end implementation of CTI Integrations, Supported the team with the work flow of the integrations.

Experienced in training users in the use of ServiceNow entry point management and other ITSM or ITIL tools

Demonstrated experience in providing concise reports to management outlining the status of entry point management.

Ability to analyze and interpret end-user concepts, policies and procedures to ensure efficient workflow

Scheduling the reports at some time in different formats. Added the dictionary entries to be listed out in incident list view.

Created the UI pages to use them in catalog items, Implemented using UI scripts.

Wrote Catalog client scripts and UI policies to make client side changes.

Worked on order guides, to arrange them in sequential order to make the user comfortable while raising a request.

Schedule and perform information risk assessments using Disney Methodology. identify, document and communicate control deficiencies in business processes and technology systems

Implemented Project portfolio management in ITBM ServiceNow module using demand management, project management, resource management and ideas to effectively manage project lifecycle from initial demand through to resourcing and program management.

Schedule adequate support coverage to guarantee prompt and reliable service.

Schedule and coordinate major Production Cross Over Events by getting approval all the stakeholders

Established and maintained effective communications with customers, other technology specialists, and vendors about services.

Implemented configured, and administered ServiceNow, enabling ITBM PPM processes. These activities would include, but not limited to adding and modifying workflows, updating ITBM and other system configurations in support of business changes, and product release cycles.

Discussed the business requirements with clients and documenting them into process requests.

Supported the team with improvising the Discovery tool and the configuring the CI's.

Performed Project Scoping, Organization and Management including Business and IT Requirements.

Created functional and technical specifications documents for various Service Now modules.

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

Lead in designing and building my client's GRC system from scratch and configured/implemented Service Now GRC which helped them assess their Risk and issues with 80% faster risk-based decision- making, 60% increased performance, and 90% increase in effective communication. Responsible for setting up the new vendor in the risk management module within the Service Now GRC tool and providing a standard information gathering form (security risk assessment template) to the project manager to be completed by the vendor.

Work on ITBM Module with the implementation for PPM module for the internal customers for project management. Created Reports and Dashboards for the team to monitor the project revenue, status, assignment, and other tasks.

Helped customer realize business value from CA Clarity PPM tool.Designed and implemented PPM solutions for Project Management, Portfolio Management, Financial Management and Time Management.

Assign demand tasks to a business analyst, resource user, or an appropriate group. The assigned resource or group then creates a cost and resource plan to help the demand manager assess and qualify the demand.

Worked on Project Portfolio Management PPM module to view all the related projects and application at the same time and track their progress by Gantt charts. Also worked on demands in the PPM module

This project involves design, develop, configure and support ServiceNow software in IT Service Department. Implementing and enhancing modules as part of the ITSM and ITBM team like utilizing Service Now Service Catalogue to create Services, Requests, and Service Items and ensuring end user support and training.

Experienced in working on various modules of Project Portfolio Management which include but are not limited to Demand management, Resource management, Risk Management, Enhancement and Ideation.

TrueTech Consulting (Farmers Insurance) - Los Angeles, CA Nov 2017 – Dec 2019

Role: ServiceNow Developer /Admin

Responsibilities:

Involved in gathering the Business Requirements and Interacted with the Helpdesk users and CRM users to understand the existing functionality, current state processes, tools to get a better view of the Business Processes and functionality to develop and configure the ServiceNow Platform.

Identifies and Recommends the ITIL v3 methodologies to deliver technical methodologies around the ServiceNow platform. Accountable for producing Technical Design Documents that includes application architecture details.

Scheduling cloning activities from Production to non-production environments

Integrate case management with CDAX and ACE Case management tool.

Creating HR cases to record the processing of individual HR requests. For example, create an HR case to record the advice provided to an employee regarding an issue.

Creating and managing HR assignments for auto assigning the HR case.

Involved HR Case and interview Request configuration/ customization including UI customization, workflow administration, data imports, custom scripting, implementing new functionality, homepage customization.

Provided Customized HR portals Using HRSM to Employees so that they can Interact effectively.

Involved in development of several UI Pages and service portal and HR portal.

Developed catalog items and variable as per the requirement and created new UI page with icons for HR Portal.

Worked on Multi-Instance ServiceNow Development area to test, debug, deployments to avoid code errors and smooth transition of developments.

Scheduled release windows within Change Management for ServiceNow modules using update sets.

Converting Email notifications and Vendor Portal as Language Compatible.

Making the whole VRM and vendor portal language compatible.

Scheduling and delivering demoes to application and infrastructure teams to show them to-be process and capture their feedback/approvals.

Wrote custom Script Includes specific for use with Service Portal. Widgets and Pages can call script includes to provide server-side data validations and return to customer via AngularJS.

Customized the service portal appearance as per the requirement given by the customer, including the widgets present on the portal.

Integrated with Workday by using onboarding and off boarding integration jobs to pull new hire, terminated regular employee and contingent workers data into ServiceNow HR tables.

Extensively worked with integrations between ServiceNow and third-party applications like Documented, Xtract, SWP.

Participated in Agile Teams supporting systems engineering projects by collaborates with the project team to-build systems engineering solutions.

Translated requirements into potential solutions based on existing options; develops solutions to meet business needs; collaborates with the project team to build Systems Engineering Solutions; and ensures solutions align with the overall project design.

Involved in creating Technical Design Documentation for Migration from existing technologies to ServiceNow. Worked on various modules of ServiceNow like Incident management, change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.

MAQ Software - Redmond, WA Nov 2015 – Jun 2016

Role: Sr.Net Developer

Responsibilities:

Participated in requirement analysis and application designing sessions along with business analysts and other team members to outline the proposed IT solution.

Used Silverlight 3 for a great user interface.

Worked with ASP.NET, Web Forms and Web Services and used ASP.NET membership concept for providing Login interface.

Developed business logic using C#.

Designed and developed Graphical user interfaces using C#.

Designed and developed User Interface using WPF.

Designed and developed the Graphical User Interface with various controls which includes Textbox, Grid View, Data List, Validation Controls, Calendar, List Controls, and Dropdown etc.

Developed Master Pages and for providing uniformity among the pages using ASP.NET with the help of style sheets

Used AJAX script manager, update panel for partial updates to make UI more responsive.

ASP.NET AJAX Control Toolkit is used to code queries for DML, DDL Statements.

Involved in deploying the application on the IIS server.

Used JavaScript to perform validations.

Involved in the testing along with the test coordinates.

Participated in all the meetings and discussions related to the project along with team leads.

Handled several production issues and as per the requirements enhanced the User Interface.

Signet Media – India Jan 2011 – Oct 2014

Role: Java Developer

Responsibilities:

Designed front end using Spring MVC technology. Used spring interceptors, filters and dispatcher servlets to design the application

Developed Spring Restful web services to deliver both XML and JSON content using Jackson Spring implementation to retrieve specific details for Insurance products

Integrated the IoC container of Spring Framework to handle the creation of beans, dependency injection and transaction management

Used lazy loading and Hibernate. Initialize to retrieve data only when it is needed thus avoiding overloading the architecture.

Configured persistence-Context in Spring JPA and Hibernate as a persistence provider to interact with Oracle database

Used lazy loading and Hibernate. Initialize to retrieve data only when it is needed thus avoiding overloading the architecture

Refactored legacy stored procedures, extracted and converted logic from stored procedures into Java components for better reusability.

Used Spring AOP Annotations to provide logging functionality in the system.

Used SVN Control Source Repository to check in, check out and merge code.

Use OOP features such as polymorphism to implement factory design pattern solutions to provide the system the right objects for the product related methods.

Tested the code using tools like JUnit.

EDUCATION:

Masters in Computer Applications, Osmania University, October 2003

Bachelor’s in Commerce (Computers),Osmania University, March 2000

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