Servicenow Developer It Service

ServiceNow Developer

Apurva Katta

E-mail: *************@*****.***

Contact: +314-***-****

Professional Summary:

• Experienced ServiceNow Developer/Administrator with 6+ years of end-to-end full cycle experience in designing, developing and deploying robust ITSM solutions custom built to satisfy organization specific needs.

• Good experience and knowledge of utilizing platform features in ServiceNow for implementing end-to- end IT service management (ITSM) solutions, including Incident Problem Change Knowledge and Service Catalog Management.

• Proficient in the establishment, configuration, and management of Configuration Management Databases (CMDBs).

• Proven ability to architect and customize various workflows of different business processes.

• Executes (complex) server-side and client-side scripts using provided scripting language like JS, Ajax, JSON, XML or Glide Script to extend the functionality of the system.

• Extremely proficient in programming and scripting with JavaScript, HTML, CSS, Glide Script etc.

• Experienced in Development (Integrations, Automations) using ServiceNow RESTful and SOAP APIs with third party vendors.

• Experienced in Service Catalog and Service Portal design as well as custom UI pages, workflows.

• Experience in data integration and transformation using MID Server & transform maps to manage the data effectively.

• Good experience in Upgrading ServiceNow instances & Responsible for Making required changes to the configuration based on Release notes using Update Sets.

• Experienced monitoring and event management tools: CA Spectrum, UIM-Infrastructure Manager.

• Technically sound in performance analytics and reporting with capability to prepare KPI reports, data metrics.

• Controlled User Acceptance Testing (UAT) procedures within ServiceNow to confirm program success and fulfillment of user needs before implementation.

• Maturation and oversight of Service Catalogue items

• Deployed security and access control using ACLs, role management.

• Used and customized ITIL processes including Incident, Problem, Change Management in ServiceNow to make them align with the organizational norms and SLA's.

• Helped to Improve ITSM processes and workflows using Automation as well Innovation initiatives.

• Proficient in the application of Agile Development frameworks and the application of software engineering best practices.

• With the capacity to effectively communicate intricate technical concepts, as well as strong problem- solving skills.

Technical Skills:

• Operating Systems: Windows, Linux/Unix

• Configuration Management: CMDB, Discovery, Integration, MID Server

• IT Service Management (ITSM): Incident Management, Problem Management, Change Management, Knowledge Management, Service Catalog Management

• Scripting Languages: JavaScript, Glide Script, AJAX, JSON, XML

• IT Operations Management (ITOM): Event Management

• Content Management: CMS Development, Design, layout

• Performance Analytics: KPI Reports, Data Metrics, Performance Analytics Module

• UI & UX Development: JavaScript, Glide Script, Glide Ajax, UI Pages

• Integration & APIs: SOAP, REST, Web Services, LDAP Configuration, MID Server

• Workflow Automation: Automated Test Framework (ATF), Update Sets, User Acceptance Testing (UAT)

• Agile Development: Scrum, Continuous Integration/Continuous Deployment (CI/CD) Certifications:

• Certified ServiceNow Flow Designer, with Micro - Certification

• Certified ServiceNow Configure the CMDB, with Micro - Certification

• Certified ServiceNow Performance Analytics, with Micro - Certification

• Certified ServiceNow Automated Test Framework, with Micro - Certification Professional Experience:

Role: ServiceNow Developer

Client: Prodapt, Portland, OR Jul 2023 - Present

• Engaged with a CMS website and cooperated on the design and development of the new site.

• Configured Mapping and transform maps to extract data from ADDM via raw queries.

• Designed custom login & search pages with enhanced UI.

• Developed user-friendly interfaces tailored to showcase and process service catalog items.

• Provided additional support for ServiceNow service watch/event management.

• Assisted in managing the monitoring environment including CA Spectrum and UIM- Infrastructure Manager.

• Built the Service Catalog, created new catalog items, workflows and executed plans.

• Managed all DISCOVERY processes, Setup mid servers and troubleshoot the Discovery tool.

• Create UI pages for catalog items and develop through UI scripts.

• Service catalog module integrated using web services with Netcool monitoring tool.

• Scripts that were created, such as business rules and OOTB configurations theater

• Developed Update Sets for Sharing configuration among different instances

• Modified the change, incident and problem modules as per client feedback.

• Manage ACL (access control) and security-Related, minor up gradation, UAT of the component/theme.

• Enhancing the outage alert process to existing needs.

• Analyzed events patterns – Suggested improvements in performance.

• Imported data using transform maps into Configuration Management and product catalogue records.

• Generated read-only reports to view KPIs and data metrices through performance analytics module.

• System Logs tracking activities (such as workflows and config updates) · Upgrades

• Developed and configured new modules & applications

• Built Update Sets for configuration between multiple instances

• Modified the change, incident, problem modules as per the client feedback.

• Access Control List Management, Security- Related, minor up gradation and user acceptance testing of the component/theme.

• Collaborated closely with cross-functional teams, participated in sprint ceremonies, and ensured the timely delivery of project milestones to actively contribute to Agile development processes.

• Strong communication skills were demonstrated through successful collaboration with stakeholders to understand requirements and give technical solutions.

• Used problem-solving skills to resolve complicated challenges, optimize procedures, and improve system performance.

Environments: ServiceNow (Jakarta), Service Catalog, Incident Management, Configuration Management (ITCM), Change Management, Content management, Agile Development. Role: ServiceNow Developer/Admin

Client: Technowell, Hyderabad, India Aug 2021 – Nov 2022

• Created server side and client-side (JavaScript) applications by using AJAX, JSON, XML on the ServiceNow platform.

• Web App Cloud User Portal & Service Portal.

• Developed widgets/pages for Service Portal and configured it to be shown only in authenticated mode (content)

• To be able to import data from external sources, configure the MID Server

• Responsible for CMDB module implementation over the Discovery tool in ServiceNow which is called ADM as Application dependency model.

• Administrator for creating and maintaining Service Catalog/Portal Items in support of CMDB/ITOM efforts.

• Created load transforms that imported the data in ServiceNow.

• Developed different workflows and configured them for service catalog items.

• Performed ServiceNow’s external integration using SOAP/REST-based web services.

• Established the Automated Test Framework to test the scenarios.

• Created update sets for each transition between customizations done exactly as needed.

• Usher, deploy and uphold applications such as ITSM and ITBM.

• Helped with the integration of data from external sources into ServiceNow.

• Custom-built UI actions, client scripts leveraging Glide AJAX.

• Designed reports for scheduled processes incident remediation problem remediation application remediation.

• Outbound REST operations to perform CRUD operation in web server.

• Utilized JavaScript in business rules, client scripts UI Policies and UI Actions for automation of the processes.

• Built out standards and maintained data in ServiceNow which includes things such as user profiles, service catalog items etc.

• Workflows for Incident Management, change management and Service Requests including SLA.

• Worked with analysts to analyze the functional requirements in ServiceNow for Customer service management (CSM), Request Management, Incident, Problem, Knowledge Change core platform and various web services.

• Actively engaged in sprint planning, daily stand-ups, and retrospectives within an Agile development framework.

• Strong communication skills were demonstrated by working closely with clients and team members to create unique solutions.

• Solved complicated technological problems by identifying root reasons and executing effective solutions.

Environment: ServiceNow (Jakarta), CMDB, Incident Management, Configuration Management, Asset Management, Change Management, Release Management, CMS, ITSM, ITBM, ITOM, CSM, SOAP, REST, JavaScript, JSON, XML, Service Catalog, Agile Development Framework. Role: ServiceNow Developer

Client: Eion Technologies, Hyderabad, India Jan 2018 – July 2021

• Accountable for Incident resolution with deep diving into the root cause as a part of support activity.

• Improved Service Catalog by Implementing New Features with Business Rules, UI Policies and Access Lists-Collaborated.

• Worked on the design of a content management system, centered layout and CSS along with service catalog functionality.

• Enabled service portal plugin, Created Pages and Features on Service Portal.

• Enabled Service Requests and Items using the ServiceNow Service Catalog.

• Worked in designing the service catalogs, email notifications and importing /exporting data within ServiceNow application.

• Constructed surveys after incident tickets and service requests were closed.

• New Business Rules, Script Includes, Client catalog scripts and client scripts.

• Facilitates the introduction of new applications and modules

• The core configuration tasks like MID server setup, LDAP integration was implemented.

• Created and oversaw tailored workflows in ServiceNow for different applications and modules.

• Set up effective reporting systems and performance metrics to monitor service levels and incident management efficiency.

• Used great communication skills to interact with various teams and clients, ensuring that solutions fit corporate needs.

• Used advanced problem-solving abilities to diagnose and address technical difficulties, thereby increasing overall system functionality.

Environment: ServiceNow Fuji, Istanbul, Service Catalog, Change Management, Incident Management, Problem Management, Release Management, LDAP integration, Asset Management, Knowledge Management, Performance Analytics, Event Management, SOAP, REST, JavaScript

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