Event Management Applications Development

Lakshmi Saranya

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

Mobile: 817-***-****

PROFESSIONAL SUMMARY :

Overall, 8+ years of experience in the IT industry with ServiceNow platform as Administrator and Developer.

Specialized in design, Implementation, Development, Maintenance, and Administration of ServiceNow ITSM, ITOM, ITAM and HRSD, CSM modules and provides form-based workflow applications development.

Design and configuration experience in ITSM and customizing applications using Java script, AJAX, and HTML in ServiceNow.

Design and engineering solutions leveraging all appropriate components offered by ServiceNow to answer the needs for Business Workflows, ticketing or ither ITSM requirements.

Strong experience in working on the ITSM process Configuration like configuring Incident, Problem, Change and Knowledge management modules based on business and IT requirements.

Created and configured new applications in ServiceNow and customized the applications using Business Rules, Client script, Ui Actions, UI policies, ACL’s, External data Load using Transform Maps, etc.

Developed solutions using JavaScript, Ajax, Web services, Rest, and other web Technologies to ServiceNow with internal/External system and tools.

Created and configured service catalogs, setting up Email Notifications, managed data import and exports, and generated Reports for informed decision-making.

Configured event management (ITOM) by configuring connector instances and connectors definitions.

Creating and maintaining access control lists (ACL). use of scripting tools and ServiceNow functionality to create script to automate routine tasks done in ServiceNow.

Design development and implementation of automated processes for gathering, populating, and maintaining CMDB data and building relationships.

Configured ServiceNow Discovery tool to Load configuration items to CMDB. Created custom probes, sensors to load custom attributes.

Designed and implemented IT Asset Management (ITAM) processes and workflows in ServiceNow, ensuring compliance with organizational policies and industry standards.

Manage data with tables, the CMDB, import sets, and update sets.

Configured event management (ITOM) by configuration information to CMDB.

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

Worked on UI macros to create pages as templates on requirements form the stake holders.

Worked on importing Configuration Items (CI) from third-party applications.

Expertise in using ServiceNow Flow Designer, Integration Hub, and scripting to extend ITOM capabilities.

Customized asset forms, relationships, and lifecycle states to enhance visibility and control of IT assets

Managed and maintained user roles, groups, and permissions within ServiceNow to ensure data security and integrity for various business units.

Implemented and maintained CI relationships in the CMDB to accurately represent dependencies and impact analysis for IT services.

TECHNICAL SKILLS:

Programming Languages: C, C++, java, python, Jelly Script, jQuery, AWS

Platforms: Linux, Windows

Web Technologies: HTML, CSS, JavaScript, jQuery, PHP, JSON

Database: Microsoft SQL server, MySQL

Other: SQL developer, Microsoft visual studio, MS office, client script/ calling server side.

EDUCATION:

Bachelor of Technology in Computer Science and Engineering- Sri Chandrasekhar Endra Saraswathi Vishwa Mahavidyalaya (SCSVMV university).

Master’s in computer and information science- Sacred heart university, Connecticut.

CERTIFICATES:-

Certified System Administrator (CSA)

ServiceNow Certified Application Developer (CAD)

ServiceNow Certified in ITSM

PROFESSIONAL EXPERIENCE:

Client: American Airlines, Texas May 2022 – Till Date

Role: ServiceNow Admin/Developer

Developed client script. UI policies, Script includes Business rules across the application as per requirements configuring Email, inbound email actions and developing mail scripts on need basis.

Used client and server-side scripting to create Business rules, Client scripts, UI policies and UI actions, create various workflows for incident, change, server requests & SLAs.

Configured service catalog and request management, reducing service processing time by 35%.

Created custom reports and dashboards for ITSM metrics, improving incident resolution insights by 40%.

Configured data models, business rules and user interface within APP Engine Studio.

Worked on Email notifications and inbound Email actions, form customization and filed customization based on client requirements for service catalog.

Involved in integrating third-party applications with ServiceNow such LDAP, SSO (Single sign-on) Rest/SOAP and Inbound and Outbound actions.

Hands-on experience on both client side and server-side scripting.

Developed solutions using JavaScript, Ajax, Web services REST, SOAP API, and other Web technologies to integrate ServiceNow with Internal and external systems and tools.

Maintained system health by troubleshooting and fixing bugs within ServiceNow modules such as Incident, Problem, Change, and Service Catalog, ensuring uninterrupted service.

Integrated CMDB with external asset management systems, increasing data synchronization accuracy by 85%.

Implemented and optimized ServiceNow CMDB configurations to accurately model network, storage, and computer infrastructure, enabling effective IT asset management and service mapping.

Creating dashboards and performance optimization of the home page and complex dashboards

Designed token-based authentication workflows, enabling secure API integrations and third-party application access.

Creating catalog items as per requirement (with variable sets) and generated workflow as per requirements.

Worked on importing Configuration Items (CI) from third-party applications.

Implemented bulk data ingestion via Import sets and integrated CMDB with third-party tools using REST API’s enhancing data accuracy and operational efficiency by 30%.

Managed ServiceNow admin activities, table creation, Database views, reference qualifier, related lists, script include, business rules, client script, and workflows.

Client: Altice USA, NY Jul 2019 – Mar 2022

Role: ServiceNow Admin/Developer

Document work including script-based assignment and Approval rules, Custom-related lists, access control lists, Ui Policies, and Client scripts.

Customized the ServiceNow platform by creating custom forms, pages, and widgets using HTML, CSS, and JavaScript to meet specific organizational requirements.

User interface-configure and maintain forms, lists, views, UI policy, UI scripts, Ui Actions, view Rules, welcome page content, Mao pages and other UI elements for ServiceNow modules.

Configured Event Management (ITOM) by configuring connector instances and connectors definitions.

Implemented single sign on (SSO).

Managed ServiceNow admin activities, table creation, Database views, reference qualifier, related lists, script include, business rules, client script, and workflows.

Sets up service level agreements (SLAs) and monitors SLA workflows, creates and tracks service catalog requests, and items with variables.

Experience implementing service catalog, MID server Integrations with LDAP and other applications external to ServiceNow.

Performed REST webservice integration and loaded the CMDB computer tables.

Experience in web development using HTML, JavaScript, jelly, and CSS.

Converted the Service Catalog into a fully functional website using Content Management module.

Hands-on experience in creating ATF’s and flow designer.

Working knowledge on single sign on (SSO) and event-based integration.

Worked with two key process applications, knowledge management, Service Portal service catalog and workflows.

Client: Foot Locker, PA Oct 2017 –Apr 2019

Role: ServiceNow Admin/Developer

Developed client-side scripting, catalog scripts, UI scripts, server-side scripting based on business rules.

Implemented REST API web service as a Third-party application for integration.

Worked on gathering the Problem requirements and testing on the Problem Module, Change Module, and Knowledge Module.

Creating and maintaining access control lists (ACL). Use of scripting tools and ServiceNow functionality to create script to automate routine tasks bone in ServiceNow.

Worked on assigning roles to the ACLs to grant users read access to tables and views.

Responsible for the creation of client scripts, business rules, and script including, Ui policies, and Ui actions as part of enhancements.

Developed and implemented IT service management (ITSM) Processes, workflows, and automation within the ServiceNow framework

Hands on experience in web development using HTML, JavaScript, jelly, and CSS.

Converted the Service Catalog into a fully functional website using Content Management module.

Designed the Content Management System for Various systems which involved layout, UI pages, CSS, and service catalog work.

Implementation of Custom Applications, Modules, Tables and Views as per client requirement.

Involved in migration between various ServiceNow instances using Update Sets.

Client: Capgemini, Bangalore May 2013 – Mar 2015

Role: ServiceNow Admin

Monitored and managed service requests, incidents and change requests within the ServiceNow platform.

Contributed to the continuous improvement of ServiceNow processes and workflows.

Implemented and managed incidents, change, and problem management processes, improving efficiency and reducing response times.

Using update sets, UI scripts, Notifications as part of customizing ServiceNow.

Created workflows and Execution plans for the catalog items.

Developed UI policies and UI actions to achieve customer requirements.

Involved in configurations like groups, Roles, Teams, Security configurations.

Worked on Email logs and troubleshooting emails with issues.

Implemented the Knowledge management, service catalog, and Asset management.

Created catalog items using variables and workflows.

Gathering Requirements from client regarding developing the reports.

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