Servicenow architect
Resume:
Bhanu Pratap
ServiceNow Architect
Email:adyobo@r.postjobfree.com
Mobile: 214-***-****
Summary
11years’ experience as ServiceNow Architect, Developer & System Administrator in all aspects of client engagement lifecycles including Requirement gathering & effort scoping, product implementation & development, production support, and system upgrades on ITSM and monitoring.
Implementation, customization, development, and Configuration of OOB ITSM, ITOM, ITBM, Cloud Security applications like Service catalogs, IM, PM, CM, KM, CMDB and Discovery, Service Mapping and Dependency Views, Event Management, MID Server, Client Software distribution (CSD), SAM professional and HAM Professional, Governance, Risk and Compliance management (GRC), Customer Service Management (CSM), HR Service Delivery (HRSD) and other ServiceNow applications.
Design, Implementation and development of ServiceNow custom applications using ServiceNow studio including design and development of custom data models, end to end custom workflows, custom user interfaces, custom Service Portals, and defining and Implementing integration architecture using REST, SSO, MFA, ADFS and Azure integrations usingServiceNowOOB API’s and Integration hub and building custom API as per the requirements.
Experienced in User administrations, Home Page administration and Tables, Forms
Administration, Client Scripts and UI Policies and UI Actions.
Developed catalog items, record producers and order guidesand Workflow creation.
Configured Email Notifications, Email Scriptingand Inbound Actions
Worked on Reporting, Performance Analyticsfor percentage reports using indicators.
Building and Running Automated Tests and Suites with the ATF, configuring custom test steps, step execution scripts.
Configuring Surveys and Metrics, enabling CSAT surveys for various modules like Incident and Request.
Worked on Update Sets and data importing and Transform Maps.
Upgrade & Cloning Prod Instance with Dev and Test Instances.
Skill set in the Service Now suite development including REST & SOAP integration (Inbound and Outbound).
Knowledge on Service Portal,Widget and Widget Instances.
Have knowledge over ITOM Modules like MID Server Configuration, Discovery, Service Mapping, Dependency Views and Event Management.
Knowledge on Service Now SLA definitions, ACL’s and inactivity monitorsand have experience on client side scripting such as UI Policies, Client Scripts and server side scripting such as UI Action, script include and business rules.
Experience in using C, HTML, JavaScript, CSS and SQL.
Highly skilled L3 and L4 Service Now Administrator and developer for Incident Management, Problem management, Change management, Task management, Service Level Management, ITOM, ITBM, CSM and HRSD applications.
Expertise in CMDB and Discovery concepts like Normalization, reconciliation, 3C compliance, Probes, Sensors, and Patters.
Professional Experience:
Organization
Designation
Duration
Tata Consultancy Services
Systems Engineer -ServiceNow
Dec 2012 to Jan 2016
CGI
Software Engineer -ServiceNow
Jan 2016 to Sep 2018
Tech Mahindra
Associate Team Lead--ServiceNow
Sep 2018 to Nov 2019
WIPRO
Senior Software Engineer--ServiceNow
Nov 2019 to Nov 2020
Cognizant
Infra Specialist --ServiceNow
Nov 2020 to Feb 2022
Kastech Solutions LLC
ServiceNow Consultant
Mar 2022 to Till Date
Projects Details:
Project Name
Biogen Portal Implementation
Client Name
Biogen
Tool/Technology Used
Service Now
Java Script
HTML
CSS
Responsibilities
Create portal pages, widgets and widgets scripting
Develop and manage application code, user interface, and third-party integration components.
Performs core configuration tasks including system policies, business rules and client scripts.
Develop necessary development documentation as needed e.g. project plan, technical design, developer notes, user manual etc
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.
Investigate performance issues, learn troubleshooting tools, and use system logs to find issues.
Post roll out production support. Experience of handling Bug Fixes and Enhancement requests.
Customizations on Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists etc...
Configuring email notifications, inbound actions, reports, gauges, and home pages.
Project Name
Gilead SecOps Implementation
Client Name
Gilead
Tool/Technology Used
Service Now
Java Script
HTML
CSS
Responsibilities
Create applications for assessments of various streams across
company and vendors having contracts with the client.
End to end creation and setup of modules like Privacy, Security Architecture assessments.
Configuration of portals for internal and external users to restrict company access.
Creation of questionnaires and trigger them to users based on conditions
Enhancements in Vendor Portal.
Creation of questionnaires and trigger them to users based on conditions
Setting up approval based process for creation and deletion of questions for questionnaire
Project Name
Service Central Support
Client Name
TELSTRA
Tool/Technology Used
Service Now
Java Script
Responsibilities
Follows AGILE development methodology and gather requirements from POs and updating Scrum Master on daily basis.
Creating stories with Acceptance Criteria and Definition Of Ready (DOR) and Definition of Done (DOD),
Working on stories and do PEER Review for Code validations
Handling Deployments and preparing Run Book, PVT and TVT
Working on Regression Suite and helping Testers in test case scenarios
Driving Refinement and Sprint Planning meetings
Worked on Instance Security and follow Security Hardening Controls configurations suggested by ServiceNow
Worked on Integration Slowness Issues.
Working on Integration implemented using Scripted REST API and SOAP web services, using POSTMAN to test the integrations.
Developed Service Catalog items, Order guides, record producer,
Variable Sets, UI Policies, Data policies, UI Actions, ACL’s, Client
Scripts, script includes, Business Rules, transform maps.
Worked on various modules of service now like incident management, change management and problem management, service catalog, user administration, reporting.
Designed Workflows, along with standard workflow templates which can be reused.
Writing test cases for the stories and testing the stories developed by other team members, created and maintained technical documentation and process map on components, bug fixes
Update set capturing and moving customizations to different instances.
Giving a knowledge session to the client and the team members about the functionality.
Configuring Event Management & connector definitions HPOM monitoring tool
Cloning Prod system to Dev and Test environments.
Developed Service Catalog items, Order guides, record producer,
Variable Sets, UI Policies, Data policies, UI Actions, ACL’s, Client
Scripts, script includes, Business Rules, transform maps.
Project Name
BNSF SNOW Implementation
Client Name
BNSF Railway
Tool/Technology Used
Service Now
Java Script
Responsibilities
Gathered requirements from business groups/users and converted business requirement into functional specifications.
Worked on end to end implementation of Remedy and WWTS integration and supported the team with the process flow of the integration.
Developed Service Catalog items, Order guides, record producer,
Variable Sets, UI Policies, Data policies, UI Actions, ACL’s, Client
Scripts, script includes, Business Rules, transform maps.
Worked on various modules of service now like incident management, change management and problem management, service catalog, user administration, reporting.
Designed Workflows, along with standard workflow templates which can be reused.
Writing test cases for the stories and testing the stories developed by other team members, created and maintained technical documentation and process map on components, bug fixes
Update set capturing and moving customizations to different instances.
Giving a knowledge session to the client and the team members about the functionality.
Configuring Event Management & connector definitions HPOM monitoring tool
Cloning Prod system to Dev and Test environments.
Developed Service Catalog items, Order guides, record producer,
Variable Sets, UI Policies, Data policies, UI Actions, ACL’s, Client
Scripts, script includes, Business Rules, transform maps.
Project Name
Client Service Request
Client Name
Bell Canada
Tool/Technology Used
Service Now
Java Script
Responsibilities
Developed Service Catalog items, Order guides, record producer,
Variable Sets, UI Policies, Data policies, UI Actions, ACL’s, Client
Scripts, script includes, Business Rules, transform maps.
Gathered and analyzed requirements.
Created various front end forms, and associated Client Scripts, UI
policies, including advanced customizations that require modification
of UI Actions.
Designed Workflows, along with standard Workflow templates which
can be reused.
Configuring Event Management for Solar winds application
Coding and review findings as per the best practices of Service Now
Onsite - offshore communication and co-ordination.
Created and maintained technical documentation and process map on
components, bug fixes.
Gave a knowledge session to the client and the team members about
the functionality.
Update set capturing and moving customizations to different
instances
Project Name
Motorola Operations
Organization
TATA Consultancy Services
Project Description
The aim of the project was to Implement, Support and Configure the ITSM applications such as Incident Management, Problem Management, Change Management, SLM, Request Management and KM
Software
Technology
ServiceNow
Role Played
Application System Administrator
Responsibilities
Processing the Requests and incidents.
Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
Form level customizations.
Developed Service Catalog items, Order guides, record producer, Variable Sets, UI Policies, Data policies, UI Actions, ACL’s, Client Scripts,
Approvals, Assignment, Notification configuration
Configuring Inactivity Monitors
Creation on Service level Definition for Tasks, Requests and incidents(failure and How-to)
Configuring Inbound actions for creating and updating incidents.
Ad-hoc report generation (Weekly & Monthly).
Daily Mid-Server checking and Health Check activities in several forms.
Project Name
ERICSSON IT (Ericsson OHS & Ericsson Supply ROD)
Organization
TATA Consultancy Services
Project Description
Operations and Development Support of BMC Remedy ITSM Suite which is a part of OSS BSS system used for Enterprise Business Customer for a leading Telecommunications company
Software
Technology
Remedy ITSM 7.6.04, OTS, MS-VSS, Putty, Winscp, SVN (for source code control)
Database
Oracle 11g
Role Played
Application Developer
Responsibilities
Resolutionof Production Issues and functional queries reported through mails and Incident tickets.
Development and fixing of Production defects by customization of workflows of Remedy ITSM modules Incident Management, Change Management and Problem
Resolution of critical Interface issue which occur on production.
Analysis of various issues occurring on AR System and mid-tier by following up of queries with Vendor and Carrying out patch installation, configuration file changes for the resolution.
Handling of Remedy admin activities by configuration of Remedy Foundation, people and Assignment configurations.
Discussion of Business requirement with client for various product customization and impact analysis of these requirements on the current Remedy ITSM model
Development of the user requirements through the deployment of various change request and provide product support and address production issues post deployment.
Carried out Deployment document and roll back for the same.
Several Deployments done proactively to resolve critical user production issues, as well as fine tuning the system by changing workflows which were causing high load on database.
Implemented various database scripts and escalations for data base archival and housekeeping activities.
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