ServiceNow Consultant

Chaitanya Seelam

E-Mail : *********.********@*****.***

Contact : +1-816-***-****

Professional Synopsis

A qualified IT professional with 11 years of experience, including 6 years in ServiceNow Implementation, Administration and Testing.

Experience in designing, developing, customizing, and administering the ITSM suite of applications.

Experience in designing, developing, customizing, and administering the TSOM, ITOM Event Management, CSM and FSM applications.

Experience in the installation and configuration of various ServiceNow modules.

In-depth working experience with CMDB, Flow Designer.

ServiceNow administration and production support, including maintenance of lower environment instances.

Extensive experience in configuration activities such as creating roles, profiles, email services, page layouts, workflow alerts and actions, and approval processes.

Experience in configuring and customizing all aspects of ServiceNow, including UI actions, UI policies, business rules, access control lists (ACLs), data policies, and client scripts.

Experience in creating and configuring SLAs according to requirements.

Experience in ServiceNow development using JavaScript, web services, web APIs, and integrations with internal and external systems and tools such as LDAP, MID servers, and SSO

Experience in migrating between various environments in ServiceNow using Update Sets.

Experience in setting up MID Servers, configuring Discovery schedules, and troubleshooting errors.

Experience in setting up MID Servers and troubleshooting related errors.

Strong team player with the ability to work independently as well as collaboratively, adapt to a rapidly changing environment, and a commitment to learning.

Configure the ServiceNow tool according to the defined processes. Design and develop scripts for any necessary customizations.

Proven experience with Incident, Problem, Change, and Service Catalog requests.

Experience in generating reports in ServiceNow according to requirements.

Experience in creating dashboards and generating reports in ServiceNow according to requirements.

Good knowledge and understanding of ITIL processes and ITSM v3.

Handling stories related to tool enhancements.

Experienced in all phases of the Software Development Life Cycle (SDLC), quality management systems, and project life cycle processes, including Waterfall, Agile, and Scrum methodologies.

Possess excellent communication, project management, documentation, and interpersonal skills.

Certifications

Certified in ServiceNow System Administration (CSA)

Certified CMDB Micro-Certification Simulator

Professional Experience

Technical Skills

Platform & Applications

ServiceNow (ITSM), FSM, ITOM (Event Management), CSM, SDLC, ATF

Database

Oracle, SQL

Programming Languages

Java

Webservice Testing Tool

REST API(POSTMAN)

Web Technologies

XML, HTML, JavaScript, Web Service, CSS, JSON,

Methodologies

Agile, Scrum, Waterfall

Defect Tracking Tools

Quality Canter, ALM, Jira, TFS

CI-CD Tool

Jenkins

IDE

Eclipse

Professional Experience

KapStone Technologies LLC July 2023 – Feb 2024

ServiceNow Consultant

Responsibilities:

Worked closely with stakeholders to gather and analyse requirements for implementing ServiceNow CSM solutions to support customer service operations.

Designed, Implemented, and configured ServiceNow Customer Service Management (CSM)

Developed custom notifications and alerts to keep stakeholders informed about case status and escalations.

Configured virtual agents and chatbots to handle common customer inquiries, significantly reducing the workload on support teams.

Designing and developing effective conversation flows for virtual agents to ensure they provide accurate information and smooth interactions.

Configuring the application environment, including setting up roles, permissions, and access controls.

Customizing workflows, forms, and business logic to align with specific requirements.

Developed custom notifications and alerts to keep stakeholders informed about case statuses and escalations.

Monitored SLA performance to ensure compliance with service agreements, addressing any breaches through escalation management.

Implemented a Customer Service Management (CSM) solution that automated case creation, assignment, and resolution for reducing manual effort and improving customer satisfaction.

Collaborated with cross-functional teams to optimize and improve customer service workflows to improve resolution efficiency.

Involved in Creating reports and Dashboard

Resolved typical Users access and roles issues by checking active directory and user table

Created functional and technical specifications documents for various Service-now modules.

Created notifications based on user requirements and configured inbound email actions to create incidents or requests.

Created various front-end forms, and associated Client Scripts, UI policies, Business Rules.

Designed and developed custom applications, modules, tables and views as per client requirement.

Involved in deployment between various environments (DEV to TEST to PROD) in Service Now using Update Sets

Worked in ITIL process implementation.

Handling Day to day activities on Incident Module to resolve the issues.

Bright Speed, Austin Nov 2022 – June 2023

ServiceNow Consultant

Description:

Enabled business systems integration for the NOC on the ServiceNow TSOM (Telecommunications Service Operations Module), which includes alarms, events, and ticket information, as well as integration with Calix and Kafka data management services.

Responsibilities:

Responsible for implementing, customizing, enhancing, and delivering the ITOM and Event Management modules.

Interacting with stakeholders to understand business requirements.

Provided the Event Management solution for alert correlation.

Creating flows and sub-flows to handle alerts for incident creation.

Ensured that all customizations and configurations were made to meet the requirements determined by the client.

Implementation, customization, and maintenance of ITSM, ITOM, and TSOM modules, including Incident Management, Event Management, CMDB, and integrations for event-driven architecture.

Extensively worked on the CMDB, configuration items, and CI relationships.

Managing and securing credentials for accessing network devices, servers, databases, and other assets. Ensuring credential availability for each device type to enable seamless discovery.

Ensuring discovered CIs are correctly recorded and updated in the CMDB.

Normalizing data to remove redundancies and prevent duplicate records in the CMDB.

Identifying and resolving errors in the discovery process, such as missing credentials, failed probes, and network issues.

Regularly monitoring discovery jobs, MID server performance, and network loads to ensure consistent and optimized discovery.

Educating IT teams and end-users on the importance of Discovery, how it functions, and how to leverage discovered data

Extensively worked with Flow Designer to process alarms, alerts, incidents, and associated task creations.

Created flows and sub-flows with Flow Designer to handle alerts for incidents and associated task creations.

Creating custom event rules, alert rules, and alert correlation rules for the correlation of alerts.

Designed, Developed, and maintained RESTful web services that allow other systems or applications to interact with ServiceNow.

Used appropriate HTTP methods (GET, POST, PUT, DELETE) depending on the CRUD operations (Create, Read, Update, Delete).

Ensured that data transferred between ServiceNow and other systems is correctly mapped and transformed, handling any differences in data formats

Used tools like Postman or ServiceNow's REST API Explorer to test the API endpoints, ensuring that they function correctly and return the expected results.

Use tools such as ServiceNow Automated Test Framework (ATF) to perform automated testing of API functionalities

Integrated Customer 360(CSM) third-party applications with ServiceNow to import account data used by Salesforce.

Set up and managed customer satisfaction surveys to gather feedback on service quality.

Implementation and customization of Incident and Change Management applications.

Worked on defining communication plans for major incidents.

Created client scripts and UI policies whenever necessary to customize Incident Management according to requirements.

Created business rules to manage generated major incidents, incidents, and outages within the same week, and to close outages.

Provided table-level and field-level security for users using ACLs.

Created email notifications for major incidents according to requirements.

Manage data using tables, the Configuration Management Database (CMDB), import sets, and update sets.

Expertise in troubleshooting errors that occur while configuring ServiceNow.

Ensuring that the integrity of the ServiceNow tool is maintained in both production and non-production environments.

Managed test cases, test suites, and test plans in the Automated Test Framework (ATF).

Understanding of ServiceNow's test management capabilities, including how to manage test cases, test suites, and test results.

Created various functional and technical documentation and knowledge articles.

Worked on dashboards and generated reports according to client requirements.

Actively worked with QA and business users for validations and training.

Worked with various types of variables and variable sets.

Booz Allen Hamilton/Department of Veteran’s Affairs, Austin June 2022 –Oct 2022

ServiceNow Consultant

Description:

The United States Department of Veterans Affairs (VA) is a Cabinet-level executive branch department of the federal government charged with providing life-long healthcare services to eligible military veterans at the 170 VA medical canters and outpatient clinics located throughout the country. Non-healthcare benefits include disability compensation, vocational rehabilitation, education assistance, home loans, and life insurance. The VA also provides burial and memorial benefits to eligible veterans and family members

Responsibilities:

Managed lists and forms, create/modify business rules and client scripts, activate plugins

Build business rules for events and notifications, perform upgrades, manage application security

Created and managed reports, configure Service Level Agreements (SLA) within the tool, created customization for the website

Involved in User administration activities like providing user access, creating roles, groups and profiles

Involved in Service Catalog creation Build and test workflows for Service Catalog

Experience with Incident Management, Change Management, Problem, Service Catalog, and Problem Management domains and implementation using ServiceNow

Experience with integrating ServiceNow based applications with Third party tools using REST based web services

Working knowledge of JavaScript, CSS, and HTML5 for responsive design

Experience in application deployment and migration between environments

Created dashboards and reports

Working knowledge of Creating Database Views

Worked in ITIL process implementation.

Handling Day to day activities on Incident Module to resolve the issues.

Moving Update Sets from Dev to Test and Test to QA and Production instances.

Wells Fargo, New Jersey March 2021 – April 2022 ServiceNow Consultant

Description:

Enabled business systems for the Field Service Management (FSM) module to help organizations manage and optimize their field operations, including scheduling, dispatching, and tracking the work of field technicians.

Responsibilities:

Configured the FSM application to meet the specific needs of the organization, including setting up work orders, scheduling, and dispatch rules.

Customized the application using scripts and UI policies as per requirements.

Assigned appropriate roles and permissions to users, including dispatchers, managers, and field technicians.

Set up and maintained automated scheduling rules to optimize the allocation of field resources based on skills, location, availability, and other criteria.

Assisted dispatchers in manually assigning work orders when necessary, ensuring tasks were assigned to the most appropriate technicians.

Ensured that incidents were created for work orders when necessary, and vice versa.

Maintained and managed calendars for field technicians, ensuring accurate reflection of availability and assignments.

Ensured that work orders were created correctly, including all necessary details such as tasks and SLAs.

Monitored the progress of work orders throughout their lifecycle, from creation to completion, ensuring timely and accurate updates.

Developed dashboards for stakeholders to monitor field service operations.

Created database views to generate reports for incidents, work orders, and work order tasks in the FSM module.

Implemented automation solutions to streamline FSM processes, such as auto-assignment of tasks and automated notifications.

Provided support to users of the FSM module, troubleshooting issues and ensuring the smooth operation of the system.

Maintain thorough documentation of configurations, customizations, processes, and user guides.

Provide training sessions for end users on how to use the FSM module and reporting tools.

HBO, New York October 2019 – Feb 2021

ServiceNow Consultant

Description:

HBO, in full Home Box Office Inc., American cable television company that arguably became the leading premium cable station for its mix of movies and innovative original programming. It was founded in 1972 by Time Inc. The company's headquarters are located in New York City.

Responsibilities:

Design and Development of ServiceNow forms and views

Worked on ACLs based on the client requirement

Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.

Working on different kinds of variables and variable sets

Involved in creating tables/fields/Workflows based on the requirements

ServiceNow administrative duties such as ServiceNow instances readiness, Basic configuration settings, Banner updates.

Involved in Hi Portal activities with ServiceNow support team.

Foundation data Configuration for the Users, Departments, Locations, Companies.

Configuring Roles, Email Notifications, SLA definitions as per the requirement.

Worked on Reports and Dash boards creation.

Worked in ITIL process implementation.

Maintained and administered the implemented instance of ServiceNow and performed tasks such as Configuring Users, company, site, location and other existing fields, Support Groups, assignment rules, categorizations.

Implement Service-Now customization including, but not limited to, Client Scripts, UI policies, UI Actions, UI Macros, Script Includes, Business Rules, report setup, and data imports and exports.

Worked on Configuration Management Database System (CMDB).

Worked on ServiceNow Agile Management Module for the overall project tracking by creating Releases, EPICS, Sprint and User Stories and release deployments.

Handling Day to day activities on Incident Module to resolve the issues.

Involved in configuring the ITSM modules for Incident, Change, Problem

Configured the Service Catalog item and Workflows as per the requirements.

Involved in Integration with REST API’s/SOAP With Third-Party Tools.

ResMed, CA June 2017 – September 2019

ServiceNow Consultant/Admin

Description:

ResMed is a San Diego, California-based medical equipment company. It primarily provides cloud-connectable medical devices for the treatment of sleep apnea (such as CPAP devices and masks), chronic obstructive pulmonary disease (COPD), and other respiratory conditions.

Responsibilities:

Creating Users, Groups, Departments and Locations.

Involved in Configurational changes, extraction and creation of reports, working on Roles/Groups/Users etc.

Moving Update Sets from Dev to UAT and UAT to Production.

Involved in ServiceNow Automated Regression Testing

Involved in requirement analysis, implementation, enhancements, and customizations of different applications, modules in ITSM.

Worked in Agile and Scrum Methodologies.

System functionality testing on ITSM Modules of ServiceNow like Incident Management, Change Management, Service Catalog, Knowledge and Reporting.

Creating the Test plan, test scripts and unit test cases as per the requirements

Giant Eagle, Pittsburgh January 2014 – April 2015

Technical Consultant/QA

Description:

Giant Eagle is an American supermarket chain with stores. Giant Eagle, Inc. had supermarkets Giant Eagle, Giant Eagle Express, Market District, Market District Express, GetGo.

Email Migration: System will send email to the customer according to subscription and preferences of the registered user.

eGift Cards: System will allow user to order plastic card and gift card using ge.com

Responsibilities:

Test Automaton Framework design, development and enhancement using Selenium Web Driver for Java (Eclipse IDE) along with Page Object Model approach.

Automating Web applications, Frontend, Database, Webservices.

Automating the priority regression test suite using Selenium with Java.

Created & maintained data pool for data-driving automated test scripts covering various business requirements.

Worked with Selenium APIs such as Screenshot-taking for capturing failed cases, select for selecting multiple values from list, Action for various key and mouse events, with different locators (XPath, CSS, ID, Link text).

Performing Cross-Browser testing with Selenium automated test scripts.

Built and Executed the Automation code on various environments.

Reporting any defects occurring during automation test execution in ALM.

Creating the test execution reports (PDFs) for Automation test execution results.

Handled synchronization using WebDriver waits like Implicit, Explicit waits.

Utilized Firebug, Fire Path to debug, edit and locate the objects based on ID, Name, XPath, CSS Selector, Link, Partial Link, Attributes, and Tags.

Prepared Automation Test Plans for documentation purposes.

Demo / Presentations on automation implementation concepts.

Target, India April 2012 – December 2013

Technical Consultant/QA

Description:

Target and Facebook have paired up again, this time for an engaging new choose-your-own-offer savings experience called Social savings Guest facing (Cartwheel). Cartwheel lets guests choose their own offers and also lets Facebook friends share offers with each other. Social savings Guest facing is developed for provide easy access for the guests to buy available products in online and redeem at stores. This multichannel program will be continuously refined and improved with the help of guest feedback.

I have created Automation test scripts using Selenium & Java and executed them as part of Smoke and Regression testing.

Responsibilities:

Automated entire regression test suite using Selenium with Java descriptive programming.

Created Automation Framework for Selenium (with Eclipse IDE) with Data Driven approach.

Performed Cross-Browser testing with Selenium automated test scripts.

Worked with Web application & End-to-End testing.

Created & performed data-driven web services tests using Postman.

Designed and Developed test automation Artifacts (scripts, functions, scenarios, processes) for simple to complex automated testing situations using various tools like Selenium and XPath.

Created automation execution bugs in ALM.

Test Data creation in bulk for the team using load test tools for end-to-end testing.

Prepared Automation Test Plans

Deutsche Bank, India April 2010 – March 2012

Technical Consultant/QA

Description:

TF3 is a Trade Finance processing application which processes all the products that are offered by Deutsche bank. TF3 uses a .exe application that communicates with server via http protocol. It is used to track Import and Export of products. It has two modes namely Input and Control modes. The user inputs all the data in the input mode and in the control mode the control user authorizes the data which has been entered by the input user. The control user has no authorization to change the data entered by the input user. But if the control user auto controls user privileges, then he can change the same. This is for Asian regions. Various products that are offered by the DB are Acceptance, Bank Guarantee, Shipping Guarantee Letter of credit etc.

Responsibilities:

Test Data creation in bulk for the team using load test tools for end-to-end testing.

Preparing Business requirements document (BRD) and SRS document and conducting Walkthroughs with marketing, Stake holders.

Database testing of the entire applications using SQL Developer and PDF text validation.

Performed integration and for regression testing.

Worked on ALM for logging defects, preparing bug reports, tracking bugs.

Execution & maintenance of repository of test cases owing the Business Requirements in RQM.

Conducting & Attending Team Meetings, Walkthroughs, Peer Reviews, and Knowledge Transfer sessions.

Involved in preparing Test Plan and Estimates of the application testing strategically.

Wrote SQL queries to get valid data from the database for data integrity.

Created Daily Status Reports, Test Incident Reports and Test Summary Report.

Prepared Test Plans and Requirement Traceability Matrix.

Aetna Healthcare, India September 2008 – December 2009

Technical Consultant/QA

Description:

Founded in 1853 in Hartford, CT, Aetna is committed to providing individuals, employers, health care professionals, producers and others with innovative benefits, products and service. The project was to focus on information delivery about health care providers and billing for care providers and hospitals and deals with millions of complex patient records. Care providers like Hospitals and Physicians can setup an account, pay bills for medical services received at Lifetime Health. Customers can manage their payments and they can setup automated payments for their bills.

Responsibilities:

Analysed the Business Requirement Documents and developed test plans, test strategies and test cases.

Followed Agile methodology in development and having daily Scrum calls.

Designed and developed test cases for Integration testing.

Developed test cases to validate the POS transactions (coupons, deals, returns), including process and data flow, reports, and interfaces to stores system.

Performed End-to-End testing for the electronic claim submission application.

Verified source data and target data using ETL transformation rules.

Worked with HP ALM for bug tracking & verified the bug fixes.

Attended Weekly Status Meetings and Production Status meetings.

Coordinated and controlled testing through the entire Software Development Life Cycle (SDLC).

Manually performed Back-End testing by writing SQL queries.

Track and report upon testing activities, including testing results, test case coverage, required resources, defects discovered and their status, performance baselines, etc.

Involved in Test execution-using ALM.

Performed in preparation of Requirement Traceability Metrics (RTM), Software Metrics, Defect Report, and Weekly Status Reports.

Accenture, India February 2007 – August 2008

Technical Consultant/QA

Description:

A CAMs is Accenture internal tool. It’s an Employee Performance assessment tool for Accenture Employees. In that we have 6 modules. Modules are Employee Login, Skill change Process, Addition of Secondary Skills, Request for Assessment, Primary Skill change Approval Process, SME as Assessment approver. In Login All employees are able to login using the enterprise Id and password. Enterprise Id is distinct from employee to employee. In skill change process employee can able to change the primary or secondary skill by the supervisor approval. In addition of secondary skill employee is able to add secondary skill if employee is trained or experienced in any other skill. In Request for assessment employee can request for the assessment of his/her performance. In this module each employee will get the questioner for performance assessment according to primary skill. Performance is assessed based on supervisor feedback. In Primary skill change Approval Process employee can also change the primary skill by the supervisor and capability team approval.

Responsibilities:

Test Data creation in bulk for the team using load test tools for end-to-end testing.

Performed continues integration and for regression testing.

Worked in ALM for logging defects, preparing bug reports, tracking bugs.

Execution & maintenance of repository of test cases owing the Business Requirements in RQM.

Conducting & Attending Team Meetings, Walkthroughs, Peer Reviews, and Knowledge Transfer sessions.

Interacting with Developers, QA Lead, BA’s, SA’s, BSA’s, and Project Managers.

Involved in preparing Test Plan and Estimates of the application testing strategically.

Hands on knowledge of testing EDI transactions.

Preparing Automation & Performance Test Plans and Requirement Traceability Matrix.

Education Summary

Masters in Information Systems, Andhra University, 2004

Bachelors in Computer Applications, S.V. University, 2002

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