Lakshmi N

Service Now Developer/Admin

ady8wu@r.postjobfree.com

Summary:

Over 5.8 years of experience in the Service Now platform as a Developer and Administrator.

Design and engineer solutions leveraging all appropriate components offered by Service Now to answer the needs for Business workflows/flow designer, ticketing, ITSM /APM, ITOM, and Service mapping requirements, Service now cloud management, IT Asset management

Good hands-on expertise in the implementation of Incident management, Problem management, Change management, and Service catalog management.

Good knowledge and understanding of the ITIL process.

I have good experience implementing the Service Now cloud management continuous integrate with AWS, Azure, DevOps.

Developing and maintaining the APM module, including customizing workflows, business rules, and scripts, integrating the module with other ServiceNow modules, developing custom reports and dashboards, collaborating with stakeholders, conducting testing, and providing training and support to end-users.

Handling the clients with Requirements and Solutions and knowledge sharing in Service Now.

Experience in working with Business Rules, Client Scripts, UI Policies, Data Policies, Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists, etc.

Experience working with email notifications, inbound actions, reports, gauges, and home pages.

Experience in the creation of Catalog items, record producers, and user guides.

Working on creating and customizing complex workflows and flow designer custom workflow activities.

Implemented

Configuring and customizing ServiceNow's ITOM and APM modules to meet specific business needs, including defining infrastructure and application attributes, defining service maps and relationships, and defining ownership and relationships between infrastructure and applications.

Collaborating with stakeholders across the organization to gather requirements, define workflows, and ensure the ITOM and APM modules meet business needs.

Developing and implementing integrations between the ITOM and APM modules and other ServiceNow modules, such as ITSM to provide a comprehensive view of IT infrastructure, applications, and their dependencies.

Creating custom reports and dashboards to provide visibility into IT infrastructure and application portfolios, their performance metrics, and their risk and compliance posture.

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

Good knowledge on Web and Application Servers, Load Balancers, Databases, and Virtualization

Experience ITOM environment, specifically Service Mapping, and Discovery

Managing Service Now data using Import sets and transform maps.

Implemented the high-level tasks users having different roles perform in Service Mapping.

Good understanding and knowledge of service portal, case manager, virtual agent, knowledge base, and employee service center portal

Knowledge of concepts of Asset management and inventory management I know how asset tracking software and inventory tracking software differ in what they track. Inventory management software encompasses the entire process of forecasting demand, ordering, and managing stock on hand, and asset tracking software tracks items that generally stay in the company.

Worked on ITOM modules and configured the event management connecting instances and connector definition and also configured the discovery and orchestration.

Good understanding of performance analytics concepts to generate reports using indicators like manual, automatic, and formula.

Good knowledge of designing Workflow to automate Business Processes using Service Now.

Importing data into service-now by using the import set.

Maintaining Reports/Dashboards.

Knowledge of concepts of Asset management and inventory management I know how asset tracking software and inventory tracking software differ in what they track. Inventory management software encompasses the entire process of forecasting demand, ordering, and managing stock on hand, and asset tracking software tracks items that generally stay in the company.

Ability to gather business and technical requirements from both formal and informal sessions utilizing a variety of software tools to format them into formal documents. Development experience in following areas:

Business Rules Access Control Rules

Script Includes Script Action

UI Actions UI Scripts

UI Policy Data Policy

Client Scripts jelly

Web Services Discovery

Glide Record Integration

Glide AJAX SSO

Workflows& Flow designer Mid server

JSON LDAP

Notification,Reporting Dashboards,email Scripts

.

Certifications:

Certified Service Now System Administrator

Certified Service Now Application Developer.

Certified Implementation Specialist Service Now. Technical Skills:

Tools: JIRA, Service Now, DevOps, Microsoft SQL Server Reporting Services, Maven, IntelliJ, Bit bucket, Sublime, the Source tree

Scripting Languages: JavaScript, Jelly Script, JSON, Angular JS, HTML, CSS, UI/UX,REST, AJAX

Languages: C, C++, Core j Java

Databases: Oracle 10g/9i/8i, MS Access, MS SQL Server, CMDB

Operating Systems: Solaris, Windows, UNIX, LINUX

Methodologies: Agile, RUP, SDLC, Waterfall, Scrum, Six Sigma, CMMI, ITIL ITSM Expertise:

• Incident Management

• Problem Management

• Change Management

• Service Now cloud management

• Service Level Agreements

• Service Catalog and Workflows/Flow designer

• Configuration Management (CMDB)

• Knowledge Management

• Hardware Asset Management

• Software Asset Management

Professional Experience:

Florida power of light, Florida Jan 23- till Date

ServiceNow Developer

Version: Tokyo

Project 1: IT asset management developer(ITAM)

I am good Managing in software assets across an organization. This includes tracking software installations, licenses, contracts, and compliance.

Created the one discovery schedules it helps automatically discover and inventory software assets across an organization's network. This includes desktops, servers, virtual machines, and cloud instances.

I created a reports to track software licenses and ensure compliance with vendor agreements. This includes tracking license entitlements, usage, and renewals.

Implemented the server-side scripting and wrote the assessment rules to help manage the risks associated with software asset management, such as security vulnerabilities, license compliance, and audit preparation.

Integrated with integration with other IT systems, such as IT service management

(ITSM), configuration management, and procurement systems.

Created the custom dashboard and reporting and analytics capabilities that enable organizations to monitor and analyze software asset management performance and make data-driven decisions.

I am responsible for day-to-day SAM activities such as maintaining accurate software inventory data, reconciling software licenses, and identifying opportunities to optimize software costs.

I was involved as a delegate of asset manager while take care of managing all IT assets, including software, hardware, and infrastructure. This includes maintaining accurate inventory data, tracking

usage and ownership and optimizing asset lifecycles. CarMax, Richmond, VA Jan 2022 – Jan 2023

ServiceNow Developer

Version: San Diego

Description: Project is mainly on Integration, Rest/Soap API and Applications in ServiceNow. Project 1:

Responsibilities:

ServiceNow integration with Nova RIM Tool Environment ServiceNow

Integrating ServiceNow with Nova RIM Tool Impact Scripted Rest APIs using the PUT method to trigger interaction for customized tables (Registration, Products, Submission)

Nova RIM sends the attributes using an XML file to ServiceNow then it should map the snow fields and create a requests

Creating transform maps and transform scripts as per the business requirements.

Installing Mid-Server and Creating Data Sources type as JBDC for getting Nova RIM Service Requests to ServiceNow as per mentioned table

Perform the day-to-day administration in ServiceNow development, test, and production as per client and functional requirements within ServiceNow.

Configuring Integration Web Services with Third Party applications by using Rest Web service.

Design and implement new functionality using Business Rules, UI Policies and Ui Data polices

Created Buttons and context menus both on form and lists using UI actions.

Created various Flow designer for customized catalog items

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

Customized the applications using Business Rules, Client Scripts, UI Action and UI Policies, External Data load using Transform maps, etc., based on the application requirements using Update Sets.

I was involved in the portal involved CSS with UI/UX design and created a widget using jelly scripting, JavaScript, and Angular JS,UI/UX.

Integrated the service call with UI using HTTP and resources which are substitutes for AJAX in angular.

Created data sources and loaded the Service-Now tables with different data formats.

Created transform maps both automatic field mapping and scripting.

Configured Email notifications and created inbound email actions for various approval and service request tasks.

Develop necessary development documentation as needed (e.g., technical design, developer notes, use cases for UT testing).

Creation of user accounts, groups, and roles, creating new and updating existing catalog items.

Worked on an Agile Development Team to deliver regular updates to the business team and project managers.

Cognizant Novartis. Centrica Hyderabad, India June 2016 to jun 2021

ServiceNow ITSM, /Service Now ITOM/Developer/Admin Description: the project is mainly on ITSM Modules. It is mainly dependent on Service Catalog development knowledge Incident, Problem and change Modules, CMDB, Service now Dev Ops

Responsibilities:

Installing Mid-Server and Creating Data Sources type as JBDC for getting Products to Service Now

Created the customized Flow designer for service catalog items as per client requirements.

Implemented Service Now ITSM applications using best practice processes, methods, testing, and training for multiple and diverse organizations.

Notifications are configured on tables to send emails to responsible persons at different stages.

Planning and coordinating the implementation with Technical / Business validations post every Major release in Service Now.

Worked on Service Catalog, Incident, Problem, Configuration Management, and Integrations, along with good overall knowledge of Change Management.

Used Import Sets and Transform Maps to extract data from various sources.

Good understanding of Helpdesk/Service Desk, Change Management, IT Asset Management, Software Asset Management, Change Tasking, Service Level Management, Portal and Service Catalog Requests.

Created Knowledge articles to document the steps in creating the catalog items.

Worked on the design and development of the Service Portal using Angular Js and HTML, CSS with UI/UX for making the portal responsive.

Designed and implemented custom workflows, business rules, and scripts within the APM module to automate key processes, resulting in improved efficiency and accuracy of application portfolio management activities.

Integrated the APM module with other ServiceNow modules, such as incident management, change management, and asset management, to provide a comprehensive view of application performance and dependencies.

Developed custom reports and dashboards within the APM module to provide stakeholders with real-time visibility into application portfolio metrics, including performance, risk, and compliance posture.

Collaborated with business stakeholders and infrastructure and application owners to gather requirements, define workflows, and ensure that the APM module meets business needs.

Good understanding of Helpdesk/Service Desk, Change Management, IT Asset Management, Software Asset Management, Change Tasking, Service Level Management, Portal and Service Catalog Requests.

Creating workflows and business rules to automate ITOM and APM processes, reducing manual effort and improving efficiency.

Conducting root cause analysis on IT infrastructure and application incidents, recommending remediation activities to prevent future incidents.

Implementing ServiceNow's Service Level Management module to define and manage service level agreements (SLAs).

Configuring and administering ServiceNow Discovery and Service Mapping to automate the discovery and mapping of IT assets and services.

Developing and implementing IT infrastructure and application monitoring solutions using ServiceNow Performance Analytics module.

Collaborating with the security team to implement security policies and procedures within ServiceNow platform.

Staying up-to-date on ServiceNow's ITOM and APM modules and related technologies, attending training and certification courses, and participating in user groups and communities

Managed users, groups, and roles, Schedule jobs, and Business rule creation. Managed data with Tables, the CMDB, Import Sets, and Update Sets.

Get service requests from external, third-party clients. Use the Service Order Open API to control external order management systems.

Gathered requirements for SLA and configured in Service Now.

Deployment checklist and test case document preparation. Incorporating the coding standards and best practices in the implementation. Deploying the developed code to Stage/QA/Production instances using Update Sets.

Project 2:-

Description: The project is mainly on ITOM, Discovery, service mapping, CMDB, AWS, Azure Cloud catalog items, Discovery scheduled jobs, Mid-Server Responsibilities:

Involved in the design and collection phase of the Discovery/ Configuration Management Process.

Stepped up into the shoes of an Architect to create design documentation for the initial setup of findings in a fresh new instance.

I am involved in direct interaction with Clients to assist them in implementing Discovery in Service Now from Scratch.

Understand the concepts of ITOM modules and follow up below requirements as I did client requirements

Created the data reconciliation identification rules for configuration items

Helped collect the requirement to install the mid server in the client environment.

Help the customer understand the basic architecture of how the discovery works in Service Now.

Helped the client understand setting up the credentials to access various devices from their network from Service Now.

Day to Day Discovery troubleshooting Tasks Working on Tickets assigned related to Discovery CMDB.

Experience in configuring Discovery Schedules and Working on Discovery and set up mid servers and checking for connectivity.

Experience in user provisioning using Service Now Orchestration in Microsoft Active Directory.

Created the service mapping for configuration items integrated cloud discovery items like AWS, and AZURE.

Education:

Master of Science (Computer information systems), Cleveland State University, Cleveland, OH

Bachelors (Computer Science and Engineering), KL University, Vijayawada, India.

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