Vyshnavi

Email: adwwy4@r.postjobfree.com

Phone: +1-302-***-****

Professional Summary

Over 6 years of significant expertise in ServiceNow as a design, development, implementation, and administration of information technology applications using ServiceNow, ITSM applications and enhancing web solutions.

Experience in Implementation, design, development, documentation, deployment, and post-production support following Software Lifecycle using SDLC SCRUM.

Experience in various ServiceNow modules such as Change Management, Incident Management, Problem Management, Project Portfolio Suite, Service Catalog, and Configuration Management.

Expertise in Design and configure ITSM and customizing the applications using Java script, AJAX and HTML in ServiceNow.

Experience in working with the workflows using ServiceNow workflow editor.

Experience various implementations of SDLC- AGILE (Scrum based) and Waterfall models.

Extensive experience of integrating ServiceNow with third party tools and implementation of SOAP and REST API.

Solid experience on configuring Single Sign-On user provisioning, LDAP server integrations.

Experience in implementing ServiceNow Discovery and CMDB and integrating it with Change management.

Experience in design and developing custom applications in ServiceNow.

Experience in creating and managing Service Catalogs, Record Producers, Order Guide.

Experience in Design, manage and analyze CMDB (Configuration Management) configuration items.

Experience in integrating ServiceNow with other IT systems, implementation of Discovery on remote desktops and developing code for the mid-tier servers.

Experience in defining Business Application & Application Services as per CSDM model.

Experience in Service Portal, Content Management System (CMS) on widgets, Sites and Layouts using UI Macros, Navigation Menus, UI Pages, UI Scripts and Jelly Scripting.

Expertise in developing and maintaining service catalog items and experience with complex integrations within the ITSM environment.

Experienced in ServiceNow Event Management by configuring Event Mapping Rules, Event Transform Rules, Alert Rules, Incident Templates.

Experience in relational databases such as SQL Server, Oracle.

Experience in working on SaaS (Software as a Service) based tools (ServiceNow), with focus on implementing ITIL processes.

Experience in Defining the process for each service request.

Built forms from scratch along with advanced customizations at the level of UI Macros/UI page as per the complex requirements.

Experience in Data migration Projects which uses SQL Loader, PL/SQL programming, coding Procedures, triggers, and functions.

Involved in various inbound and outbound integrations using SOAP Messages, Direct Web Services and Scripted Web Services.

Creating scheduled tasks, monitoring the ticket queues and generating statistics.

Collaborated with various operations group like windows, Linux, network and database.

Responsible for the ServiceNow tool administration module and creation of new Users, Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules.

Technical Skills:

ITSM Tools

ServiceNow, Advance Help Desk.

OS Platforms

Microsoft Windows & Linux

Programming Languages

C, C++, Java, Visual Basic

Scripting / Web Languages

JavaScript, HTML, XML, CSS, Glide Scripting

Software Methodologies

SDLC, Waterfall, Agile, Scrum

Databases

SQL, Oracle

Certifications: ServiceNow Certified System Administrator (CSA).

Education:

Masters of Technology (M. Tech) in Software Engineering from Jawaharlal Nehru Technological University, Hyderabad, India.

Bachelor of Technology (B. Tech) in Computer Science & Engineering from Jawaharlal Nehru Technological University, Hyderabad, India.

Professional Experience

Client: Kelly Services, Troy, MI Oct 2020 - Present

Role: ServiceNow Developer

Responsibilities

Worked with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow.

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

Monitor and perform ServiceNow admin activities which involve user and group administration.

Designed workflows, reports, Dashboards, and surveys.

Prepared documentation for requirements, design, installation and unit testing and system integration of ServiceNow.

Gathering data, defining data and formatting the data in ServiceNow.

Individually implemented Discovery Application for populating CMDB.

Change management experience using update sets, Import sets in ServiceNow.

Involved in basic SOAP message creation and Web service implementation.

Customization of screens and workflows based on client requirement.

Implementation, customization and configuration of different Service Manager Modules like Change Request, ESS, Service Desk, Service Catalog, Problem and SLM.

Working on Report, dashboard designing.

Understand the requirements and designing of workflows.

Worked with transform maps and data sources for data loads and management.

Working with schedule jobs, events and triggers to manage business needs and handle background work.

Working on ITIL framework especially on Service management & Incident/change /request managements.

Worked on workflows and web service integrations and Created Database views to create reports across multiple tables.

Discovery & Service Mapping operational support and CMDB maintenance.

Implemented ServiceNow customization including, but not limited to, Client scripts, UI policies, UI actions, Script includes, Business rules, Workflow administration and data import export.

Worked on the integration of ServiceNow with third party applications, integrated Service Catalog and Incident module.

Work on the System Requirement Specifications (SRS) including problem analysis and system definition models.

Extensively worked writing Server-side scripts, developing Business Rules, and UI Action to achieve business rules in ServiceNow.

Conducted Client workshops, demos, and POCs.

Involved in testing ServiceNow form and reports for correct mapping of the objects and data correctness.

Created many standard workflows which are propagated and handled in many custom events.

Worked on Agile method environment and implemented the changes required by the businessowners on a regular basis.

Environment: ServiceNow, CMDB, HTML, CSS, JavaScript.

Client: Anthem, Atlanta, GA Sep 2019 – Sep 2020

Role: ServiceNow Developer

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.

Worked on Agile method environment and implemented the changes required by the business owners on a regular basis.

Involved in web development using JavaScript, CSS, HTML, JSON.

Worked on Integration of ServiceNow with HP Service Management both Incident and Change management modules. Worked on Web Services using SOAP Messages and called third party. Good understanding of WSDL, XML.

Worked on CMDB and populated it by importing data of IT assets into the system.

Used ACL’s for controlling the security mechanism in ServiceNow and Setup the SLAs according to the business requirements.

Worked on creating the custom ESS portal page.

Supported ServiceNow integration using SOAP, REST web services, import sets and transform maps.

Worked on End-to-End implementation of CMDB module using Discovery tool in ServiceNow.

Accountable for producing Technical Design Documents that includes application architecture details.

Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.

Created and Tracked support cases with ServiceNow. Created a lot of client's scripts/UI policies also with a lot of high-level customizations.

Gathered requirements from stakeholders’ Confidential various phases to leverage ServiceNow within organization on End user self-enablement portal using CMS.

Created Update sets to move customizations between different systems.

Communicating with the end users and understanding the difficulties and as per that improving automation and efficiencies in ServiceNow.

Gathered requirements from users for attributes needed to develop Service Catalog items.

Implemented Software Asset Management (SAM) Extensions plug-in automatically on all new instances of ServiceNow.

Involved in creating Technical Design Documentation for Migration from existing technologies to ServiceNow.

Understanding of discovery results and logs, which also includes troubleshooting of them.

Creating, monitoring, modifying and publishing service catalog workflows with approvals.

Performed CRUD operations on web server using ServiceNow outbound REST functionality.

Developed reports as per requirements from management.

Use SCRUM methodology for the development and for defect tracking.

Environment: ServiceNow, Service Catalog, Service Mapping, CMDB, LDAP, Active Directory, SQL, JavaScript, Business Rules, UNIX, Web services, SOAP, SQL, XML, HTML, AJAX, Integrations, Cloud services, ITIL, SCRUM.

Client: Capital One, McLean, VA Aug 2018 – Aug 2019

Role: ServiceNow Developer

Responsibilities

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

Create and maintain API and data integration process between ServiceNow and other Services.

Involved in Communicating with external web services using SOAP Messages and REST.

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

Created Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow.

Involved in developing UI using HTML, CSS, JavaScript, JSON.

Worked on creating various Import sets and Transform maps for data uploads using excel sheets.

Created Service Catalog templates for various use cases which are used for Catalog Admins to develop catalog items.

Translated business requirements into ServiceNow oriented technical/procedural requirements.

Collaborated with Technology Service desk and Service Management to evaluate requests to change, customize, and configure ServiceNow.

Supported the development and maintenance of ITAM operational and financial metrics and Established support models required to achieve them.

Involved in configuring the SLAs for various ITIL processes as per the client requirements.

Responsibility to monitor the ITIL Service delivery via process mapping audits and design the procedure.

Designed many catalog items out of which few catalog items involves integration using SOAP Web services, and Restful API.

Customized and created workflows for Change Management, Configuration Management, and knowledge management and for service catalog items.

Worked in Release management during product and patch releases.

Involved in MID Servers for granted access to the SNMP devices by the ACL.

Troubleshot ITSM issues and Integration related work such as CMDB, LDAP and Network Automation.

A ServiceNow expert with experience on implementing end-to-end Service Catalog, Incident Management.

Used SAM programming to control inventory through accurate databases.

Implementation experience of Event based integrations like Mid Servers and Web Services.

Worked with client and management to resolve issues and validate programming requirements within their areas of responsibility.

Involved in Creation and modification of various Access Controls (ACL’s), Business Rules, Script includes Ajax Query, Jelly Scripts, UI Actions and UI Policies.

Worked on collecting inventory details that are very useful to the service desk which includes information about an end-user's machine using ITAM.

Worked on various modules of Service Now like Incident management, change management, Problem management, Service Catalog, User Administration, Reporting and Discovery

Worked on Cloud resource Discovery.

Worked on Modules of ServiceNow like Incident Management, Change Management, Service Catalog, Reporting, and a few other custom applications.

Designed Workflows along with standard Workflow templates, which can be reused.

Maintenance of the CMDB and CMDB data quality.

Service Mapping / Discovery of custom pattern development.

Integration with the tool SCCM for CMDB data population

Worked with the monitoring teams to maintain existing and create a new integration for Event management.

Environment: ServiceNow, Java script, Workflows, Incident, Problem, Change, CMDB, SOAP, HTML, CSS, AJAX.

Client: Kroger, Cincinnati, OH July 2017 – July 2018

Role: ServiceNow Developer

Responsibilities

Extensively used the Glide Record for server-side scripting (in business rules).

Worked on Agile methodologies where requirements, design, testing, deployment needs to be done as early as possible.

Involved in loading of data into CMDB using discovery and file imports.

Involved in configuring the Business Rules, Client Scripts, UI Policies, Access Lists in ServiceNow.

Involved in developing UI using HTML, CSS, JavaScript, JSON.

Created the new Applications and Modules, custom tables in ServiceNow.

Involved in setting up the SLAs as per the requirements.

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

Wrote script includes and invoked them in business rules and client scripts.

Worked with Apache Jelly to create various kinds of UI pages and Macro templates.

Involved in migration between various environments in ServiceNow using Update Sets and Import Sets.

Designed and delivered technical methodologies around the ServiceNow platform.

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

Created of outbound/inbound SOAP and REST messages and invoking the script in scheduled loads.

Created various workflows for Incident, Problem, and Change Management Service Requests.

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

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

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

Users are populated into the system using LDAP integration and worked closely with ServiceNow team and Infrastructure team to facilitate this integration.

Environment: ServiceNow, SLA, JavaScript, SOAP, Web services, CSS, HTML, AJAX, GLIDE SCRIPT, REST.

Client: Deloitte, Pune, India April 2016 – June 2017

Role: ServiceNow Developer

Responsibilities

Controlled Security mechanism in ServiceNow using ACL.

Contributed to architectural cross-function sessions and meetings.

Improved process quality in coordination with team members.

Conducted gap analysis on current infrastructure programs.

Modified SLA according to the business requirements.

working with business rules, client scripts, UI Policies, Access control lists.

Involved in Integration of ServiceNow with LDAP.

Integration of ServiceNow with SQL Database Server for accessing the data in server.

Created SOAP message functions and configured it to be sent through Mid server.

Resolved business issues and complaints in accordance with appropriate professional standards.

Upheld organizational goals in architecture maintenance.

Worked with business rules, client scripts, UI Policies, Access control lists.

Involved in loading data into ServiceNow using Import sets.

Environment: ServiceNow, SQL server, UNIX, REST, SOAP.

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