Change Management Asset

Name: Vinay Kumar

Mobile: 937-***-****)

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

ServiceNow Consultant

(CSA CAD CIS-ITSM )

ServiceNow certified consultant with 9+ years of experience as an IT Professional in IT Service Management (ITSM), which includes experience as a ServiceNow Developer and Administrator with extensive experience in technical implementation of various ServiceNow ITSM Modules.

Extensive knowledge and experience in the implementation and administration of ServiceNow Asset Manager.

Worked on ServiceNow components such as Service Desk, Change Management, Asset Management, CMDB, Knowledge Management, Mobility, and Service Request Management.

Experience in implementing end-to-end Service Catalog, Incident Management, Configuration and Asset Management, Change Management, and Release Management with Knowledge of Content management

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

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

Created various workflows and customized existing workflows for catalog items and change approval process.

In-depth knowledge of the design and development of Service Catalog items and expertise in defining workflows/flow designers for Service Catalog items, Record Producers, and Order Guides in ServiceNow.

Developed custom ServiceNow applications and modules using Tokyo-specific features.

Working experience with the ServiceNow Discovery tool to meet the company's outlined requirements.

Strong experience in customizing the form design and form layout for various forms in the ITIL Process like Incident, Problem, and Change management in ServiceNow

Skilled in implementing Utah-specific modules and functionalities tailored to organizational needs

Proficient in the Design and Development of User Interfaces using HTML, CSS, Angular JS, Servlets, and JSP proficient in programming using JSP.

Expertise in integrate ServiceNow with BigPanda.

Integration Analyst responsible for Systems Engineering, Designing, Developing, Testing, and implementing specifications provided by the client

Expertise in powerful out-of-the-box ServiceNow integration that provides bi-directional synchronization between BigPanda and ServiceNow.

Expertise in defining workflows in Service Catalog items, Approvals, and Dynamic tasks in ServiceNow.

Experience in working in the AGILE and Waterfall environments on various projects.

ServiceNow Analyst with experience in implementing end-to-end Service Catalog, Incident Management, Change Management, Knowledge Management, and Release Management.

Experience developing ServiceNow applications for business requirements and technical design documents.

Expertise in utilizing REST/SOAP API integration calls.

Experience in configuring and customizing all aspects of ServiceNow like UI actions, UI policy, Business rules, Data policies, and Client scripts.

Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks.

Good hands-on experience with back-end technologies like Oracle, Db2 databases, and Content Management Systems.

Integrated Virtual Agent with Agent Workspace for live chat transfer.

Created several workflows for ITSM, Service Catalogs, GRC, Security Operations, Performance Analytics and HRSD.

Hands-on Experience in the Create Now suite, HR Case Management, and Call scheduling modules.

Excellent experience in ServiceNow Administration and Production support.

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

Worked with team to implement ELK (elastic search, log stash and Kibana) Stack on AWS.

Worked extensively on LDAP integrations. Very good understanding of Integration with these varieties of protocols: SOAP and REST API’s.

Experience with web and mobile development technologies/services, e-commerce platforms, operational and analytics data platforms, enterprise integration, and cloud computing.

Experience with complex integrations within the ITSM environment such as ServiceNow - Siebel, ServiceNow - Web service integration with third-party applications, BMC Remedy, and Tally.

Very good experience in Creating Workflows (Schedule Workflow) and applying Business Rules and UI (Themes, Style Sheets, Layouts, Frames, Configuration Pages).

Professional Summary:

Integrating ServiceNow with different 3rd part integrations using REST and SOAP API calls.

Highly knowledgeable of ITSM Business process framework with strong documentation skills, and experience working in internet/web environments.

Technical Skills

Technologies:

Agile, Scrum, Design Patterns, Android, Machine Learning Other Tools: Eclipse, Crystal Reports, SQL Developer, Microsoft Visual Studio, MS Office. ITIL: ITIL, ServiceNow, SCR, ITSM, and LDAP.

ServiceNow Versions Dublin/Eureka/Fuji/Geneva/Helsinki/Istanbul/Jakarta/Kingston/London/Madrid/San Diego/Tokyo/ Utah/ Vancouver

Scripting Languages: JavaScript, Jelly Script, HTML, CSS, AJAX, XML, JSON, J Query, Angular JS. Platforms: ServiceNow, HP Service Manager, SDLC.

Web Technologies: ASP .NET, HTML, CSS, JavaScript, jQuery, Ajax, PHP, XML, JSON. Databases: Oracle 9i/10g/11g, SQL Server 2000/2005/2012, MySQL 5.0/4.1, MS Access, DB2. Other Tools: Eclipse, QTP, SCCM, Crystal Reports, SQL Developer, Microsoft Visual Studio, MS Office, Client Script/Calling server side, code using Glide Ajax in Client Script. Reporting Tools: Crystal Reports 9, Remedy Reports. Products: Service Now, BMC Remedy ARS 6. 3, 7. 1, 7. 5, 7. 6, 8. 0, BMC Remedy ITSM 7. 1, 7. 5, 8. 0, BMC Atrium CMDB 7. 5.

Certifications

Certified System Administrator – ServiceNow

Certified Application Developer - ServiceNow

Education

Bachelor in Computer Science from Kakatiya University Aug-2015

Masters in Computer Science from Campbellsville University Dec-2024 Professional Experience:

Sr. ServiceNow Consultant Cardinal Health Columbus, OH Aug 23 – Till date Responsibilities:

Worked on a new designer for displaying a live message when the conversation exceeds some time frame.

Built and configured Service Catalog to have Order Guides to request provisioning of Cloud Management/Service Offerings and populate required APM/CMDB tables.

Developed the IRM capability within the group by emphasizing its cause.

Managed and coordinated activities during the overall ticket life cycle in Incident and Problem Management.

Translated business requirements into Service-Now-oriented technical/procedural requirements.

Verified egress and ingress data advances concerning IRM Standards.

Responsible for TFS Administration, Linux Administration, and Azure Cloud Administration.

Performs maturity assessments on ITAM and CMDB customer processes.

Hands-on experience in migrating and upgrading ServiceNow instances to the Utah version

Develop the strategic plan and roadmap to mature the initial implementation of our RSA Archer/GRC application

Develop Client Scripts, UI Policies, Script Includes, and Business Rules across the application as per the requirement.

Implemented Tokyo's updated Service Catalog and Workflow enhancements.

Configure ServiceNow HRSD including Portal, Enterprise Onboarding, Case Management, Knowledge Management,

Configure ServiceNow HRSD suite and implemented HRSD roles, COE structure, Services Configuration, and Record Producers.

Implemented a Virtual Agent with Natural Language Understanding (NLU) successfully which reduced call volume by 25%

Integrated ServiceNow with other applications using RESTful Web Services.

Hands-on experience in implementing the CSM module on ServiceNow.

Designing architectures for ITAM systems including integrations with financial, HR, and other IT systems and ITIL processes.

Utilized Tokyo’s new UI Builder for creating modern and responsive interfaces.

Creation of UI Pages for better visual appearance in catalog items in ServiceNow.

Configuration of Email Notifications and Alerts to notify users about specific activities in the system such as updates to Changes and Problem requests.

Actively involved in Utah release testing, validation, and deployment processes

Experience in Customer Service Management (CSM) & Service Portal.

Expertise in powerful out-of-the-box ServiceNow integration that provides bi-directional synchronization between BigPanda and ServiceNow.

Worked with the Tableau team to provide ServiceNow data through a mid-server connection to build reports.

Used Access Control Rules for securing and providing the right access to the right person/role

Performed Date migration of Cl Attributes for CMDB using Import sets.

Review and understand how the Cloud Provision Works with the Orchestration module of the ServiceNow Platform.

Maintained existing data migration program with occasional upgrades and enhancements.

Working knowledge of JavaScript, Angular JS, AJAX, CSS, HTML, and Bootstrap.

Implemented ServiceNow Add-ins for Outlook for creating an incident and Virtual Agent

Integrate Big Panda with ServiceNow to enhance event management and monitoring capabilities.

Involved in configuring and maintaining BMC Remedy Foundation Data.

Translated business requirements into Service-Now-oriented technical/procedural requirements.

Configured and customized Incident, Problem, and Change Management in Tokyo.

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

Responsible for the implementation of ServiceNow ITSM suite, Discovery, CMDB, Event Management, and Service Watch/Service Mapping.

Ensured project scope and objectives were accomplished within the prescribed time frame and funding parameters.

Provided analysis, design, and development of Service-Now trouble ticketing and incident management systems to support the company's technical operations.

Knew Kibana and Elastic search to identify the Kafka message failure scenarios

Worked on orchestration workflows using active directory activities and developed custom activities using JDBC, REST, SOAP, and Power Shell.

Utilized Tokyo’s Virtual Agent Designer for creating and managing chatbots.

Involved in designing and configuring new functionality using Business Rules, Client Scripts, UI Policies, and Access Lists in Service Now.

Successfully implemented POC on REST integration with Flow Designer.

Knowledge of technical components such as LDAP, VPN, SSL, and other such technologies.

Used JMS integration to fulfill the requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.

Implemented Kafka producer and consumer applications on Kafka cluster setup with the help of Zookeeper

Participate in the filing and creation of the GRC goals.

Worked with Windows team, network team, and Asset team to verify the data collected via DISCOVERY. Environment: Service-Now, ITSM, ITOM, ITIL, SPM, SQL Export/Import, XML, JavaScript, JSON, jQuery, AngularJS, HTML, CSS.

Sr. ServiceNow Implementation Specialist Bed Bath & Beyond India Apr 2020 – Nov 2022 Responsibilities:

Worked on Service Catalog in introducing new Catalog Items based on the Client's requirement.

Facilitated ITSM process maturity assessment, identified what is changing in each process & integrated them into the adoption plan.

Assist with audit preparation and execution. Backup for IRM support of PRC applications.

ServiceNow Certified Implementation Specialist for SPM (CIS-ITBM) Or ITSM (CIS-ITSM)

Configured and customized ServiceNow service catalog items to manage various infrastructure services in the organization.

Extensive knowledge in performing IRM Compliance activities such as User Access Reviews and IT Access Reviews defined by the company.

Worked on GRC application (Governance, risk and compliance).

using UI Policies, Business Rules, and Client Scripts.

Wrote multiple Business rules and UI Action scripts to meet Business needs.

Updated Set Migration from one environment to another environment using schedule jobs and Rest APIs with the same domain and version.

Managed data with Tables, CMDB, and import sets as well as worked on end-to-end implementation of CMDB modules.

Working as Cloud Administrator on Oracle Managed Cloud Services involved in configuring virtual machines, and resource groups using ARM templates. Worked on remote login to Virtual Machines to troubleshoot, monitor, and deploy applications.

Collaborate with the GRC team on the development of the GRC solution.

Debugged the platform upgrade recurring issues and implemented risk management for the risk evaluation of the change request associated with the configuration item.

Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.

Customization and Enhancements of the latest ServiceNow modules like HR Case Management, Service watch, Timecard module, and On-Call scheduling modules.

Automated processes using Tokyo's Flow Designer and Integration Hub.

Configured and maintained ServiceNow Configuration Item Discovery, Service Mapping Discovery, and the ServiceNow Configuration Management Database.

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

Assisted in charting out a plan for IRM assessment and remediation. Planned its execution to Evergreen Phase.

Implementation, Customization, and Maintenance of (ITIL) modules such as Incident, Change, Problem, Knowledge, and Service Catalog, (ITSM) in ServiceNow.

Implemented performance analytics and reporting enhancements available in Tokyo.

Involved in cloning activities like raising the request for cloning and excluding some tables that do not come under cloning.

Worked on the integration of ServiceNow with Third-Party Applications, Integrated Service Catalog, and Incident module.

Worked on the change management module by enhancing the tool for the stakeholders and making it easy to understand.

System integration using web services and other web-based technologies such as XML, HTML, AJAX, CSS, HTTP, and REST.

Script Services, AJAX, Business Rules, JavaScript, REST Setup, and Integration of ServiceNow to Other Applications.

Responsible for Business Rules, Script Includes, UI Actions, Transform Maps, and Scheduled Jobs - all scripted aspects of the ServiceNow system.

Work on glide AJAX and glide records for scripting and UI Actions.

Creation of ATF test cases to verify different scenarios of the catalog forms to reduce the manual validation process.

Develop and deliver customized portal web pages in ServiceNow using Bootstrap and AngularJS JavaScript frameworks.

Involved in the development of requirement integration components (SSO, LDAP, and SOAP).

Used Service Mapping to establish relationships between the different infrastructure components that are dependent on each other.

Developed custom widgets and pages using Service Portal in the Tokyo release.

Developed and configured Business Rules, Script, UI Policies, Catalog Client Scripts, and Client Scripts.

Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.

Responsible for access control, security, minor enhancements such as form or workflow editing, and UAT/Regression testing of any development.

Environment: Service-Now, Discovery, Change Management, Incident Management, Service Catalog, ITIL, SQL Export/Import, XML, JavaScript, AngularJS.

Sr. ServiceNow Developer/Admin AON Corporation India Dec 2018 – Mar 2020 Responsibilities:

Worked on implementing end-to-end Service Catalog, Incident Management, Configuration Management (ITCM) & Asset Management (ITAM), CMDB, Change Management and Release Management with Knowledge of Content management.

Development and Implementation of IT Operations Management (ITOM).

Involved in ServiceNow components such as Service Desk, Change Management, Incident Management, Asset Management, Problem Management, Knowledge Management, Mobility and Service Request Management.

Worked on CMDB and Asset management. Performed Data Migration to import data from other applications and external databases.

Familiarity and experience with complex configuration, ITSM Suite, ADDM, Analytics, Dashboards, Tableau Reports, SQL/Oracle, Java, Windows, and Unix platforms.

Experienced in the analysis, development, and automation of various ITSM processes including Incident Management, Change Management, Asset Management, and Service Requests.

The service we also provide to clients is a semi-managed service for administering their Service desks that have been implemented. This includes various administration tasks within Service desk software.

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

Involved in redesigning the workflows using the ServiceNow workflow editor and making several changes to the existing workflows.

Developed Incident management. Using WSDL for Soap messages, Perl attachments, Homepages, Portals, PDFs creator, emails, catalogs, modules, and applications.

Developed Custom reports for data comparison between different data sources for the attribute comparison for Confidential and Asset Management projects.

Environment: ServiceNow, Discovery, Change Management, Incident Management, ITIL, SQL, Export/Import, XML, Java script. ServiceNow Admin/Developer Oppenheimer funds India Jul 2017 – Nov 2018 Responsibilities:

Implemented Workflow, Incident Management, Change Management, and Service Catalog on various business applications.

Email notifications and SMS notifications are configured to alert the users of ServiceNow.

Expertise in using DISCOVERY to load configuration information to CMDB.

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

Worked on process automation using ServiceNow Orchestration & experience writing orchestration workflows such as Content Management and Web Services.

Created and managed SLA definitions for different Service Groups and Software discovery.

Worked on Service Mapping to define business services, troubleshoot the discovery and mapping process as well as create discovery patterns.

Used Import sets and Transform maps to import data into Service Now.

Created various reports and customized the Homepages with the reports as per the usage and needs of the users.

Researched Boston University and MIT ServiceNow experience and implemented for the Harvard Business School as ServiceNow is a pre-dominant tool in the present market.

Reviewed the Service Desk and worked on developing the Employee Self Service Portal (ESS) using Content Management.

Design and implementation of service requests through Service Catalog in ServiceNow.

Hands-on experience with Web Applications and programming languages such as HTML, and CSS.

Used ACLs for controlling the security mechanism in ServiceNow.

Developed UI experience within ServiceNow using JavaScript, UI Policy, HTML5, and CSS3 and applying Business Rules.

Create various workflows for Incident Management, Change Management, and Service Requests.

Design and implement service requests through the ServiceNow Catalog.

Implement new functionality using Business rules, UI policies, Access control lists (ACL), etc.

Strong knowledge of server-side scripting Business Rules and Scripts.

Customized the widgets in the Service Portal and created login rules for people with no roles and no groups to be redirected to the portal on login.

Environment: ServiceNow, Discovery, Change Management, Incident Management, ITIL, SQL, Export/Import, XML, Java script. ServiceNow Administrator BizAcumen India May 2016 – Jun 2017 Responsibilities:

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

workflow administration, report set-up, dashboards, data imports, LDAP integration, custom scripting, and third-party integrations.

Have taken part in Data loading of CI Attributes for CMDB using transform mapping and Import Sets calling multiple scripts including for processing the attributes and loading them in CMDB.

Wrote custom workflow for the Change Management process to run the approvals and Tasks as per the Change Request Type.

Document user stories during and after the workshop on various ITSM processes in ServiceNow

Created Inbound Email Integrations for the creation of Service Requests and Incidents for event management.

Worked on the change management module by enhancing the tool for the stakeholders and making it easy to understand.

Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Jelly Script, HTML 5, and CSS.

Implemented Core configuration changes to the platform as well as supporting applications.

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

Debugged the knowledge base creation & and maintenance of knowledge application using Service Watch.

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

Deploying MID Servers for discovery applications, Defining and executing the discovery schedules frequently, and validating the results.

Created Data Sources from various external applications, and scripts to parse incoming data and transform it into ServiceNow. Environment: ServiceNow, XML, HTML, JavaScript, Eclipse, Jira, Change Management, SQL.

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