Change Management Asset

PROFESSIONAL SUMMARY

Having over * years of experience as a ServiceNow Developer and Administrator.

Extensive experience in designing and configuring the ITSM module, including Incident Management, Problem Management, Change Management, Service Request Management, and Service Level Agreements (SLAs).

Proficient in Service Catalog development, including designing Catalog Items, Variables, Variable Sets, Catalog Client Scripts, Catalog UI Policies, and Workflows.

Strong hands-on expertise in Configuration Management Database (CMDB), ensuring accurate asset tracking, dependency mapping, and configuration item (CI) management for effective change management and incident resolution.

Experience in ServiceNow Discovery, utilizing MID Server and Agent-based methods for comprehensive asset discovery, including configuring discovery schedules, patterns, and classifications to optimize IT infrastructure visibility.

Configured and customized ServiceNow ITAM modules, including Hardware Asset Management (HAM) and Software Asset Management (SAM), to optimize asset tracking.

Skilled in Project Portfolio Management (PPM), configuring demand management, project tracking, and resource planning to improve project execution and reporting.

Hands-on development expertise in Client Scripts, Business Rules, UI Policies, UI Actions, Workflows, Update Sets, Execution Plans, and Scheduled Jobs to automate and enhance ServiceNow functionalities.

Experience with Knowledge Management, implementing knowledge articles, workflows, and approval processes to improve self-service capabilities and knowledge sharing.

Strong knowledge of Workflows, Flow Designer, and Integration Hub to automate business processes and integrate with third-party applications.

Proficiency in Automated Test Framework (ATF), creating test cases for ITSM (Incident, Problem, Change, Service Request) and Application Portfolio Management (APM) workflows to ensure seamless functionality.

Hands-on experience with UI Actions, UI Macros, Data Policies, and ACL (Access Control List) configuration to enhance platform security and user experience.

Experience working with ServiceNow Plugins, including On-Call Scheduling, Discovery, Orchestration, and Performance Analytics to enhance IT operations.

Strong expertise in Email Integration, LDAP Integration, and External Web Services Integration using both SOAP and REST APIs for seamless communication between ServiceNow and other enterprise systems.

Extensive experience in creating and managing Email Notifications, Inbound Actions, Reports, Dashboards, Gauges, and Homepages to improve visibility and communication within the organization.

Knowledge of Orchestration, automating manual IT and business processes to improve efficiency and reduce human intervention.

Ability to execute service automation tasks using the Knowledge Base, Service Catalog, Workflows, SLAs, and Reporting to streamline ITSM operations.

Strong problem-solving skills with a keen eye for detail, ensuring efficient troubleshooting and issue resolution from both technical and operational perspectives.

Adaptable to a fast-changing environment, committed to continuous learning, and capable of working both independently and collaboratively within a team.

EDUCATION:

Master of Science in Computer Science from University Of Bridgeport, Bridgeport, CT. (2016- 2018)

Bachelor of Technology in Computer Science & Engineering from Sathyabama university, Chennai,,India..(2013 – 2016)

TECHNICAL SKILLS:

SaaS Application: ServiceNow

Programming Languages: C, C++, Java, JDBC, Python, SQL.

Web technology: JavaScript, AngularJS, HTML, CSS, Ajax, JSON, XML.

Software Methodologies: Waterfall, Agile.

ServiceNow Products: ITSM, ITOM, HRSD, SecOps, GRC, Now Platform

ServiceNow Modules: Service Catalog Requests, Configuration Management, ServiceNow Administration, Incident and Problem Management, Knowledge Management, Project Portfolio Management, Reporting, Gauges, Integration with Web Services

CERTIFICATIONS:

Certified System Administrator (CSA)

Certified System Developer (CAD)

Certified Implementation Specialist-IT Service Management (ITSM-CIS)

PROFESSIONAL EXPERIENCE:

American Airlines, Tx May –2022 to Present

Sr ServiceNow Admin/Developer

Created various front-end forms and associated Client Scripts, UI policies, and advanced customizations, including modification of UI Pages/Macros.

Customized Customer Service Portal based on specific requirements.

Developed workflows and assignment rules for the Customer Service Management application (CSM).

Ensured compliance with software licensing policies by configuring ServiceNow SAM Pro for optimized license tracking.

Wrote Business rules, Client scripts, UI policies, and UI actions to customize the instance.

Conducted IT asset audits using ServiceNow HAM & SAM reports, reducing compliance risks and improving asset accountability.

Managed end user portal and created dynamic and static blocks for the Content Management System (CMS).

Responsible for CMDB integrations, attribute mapping, and managing relationships between different Configuration Items (C. I’s).

Planned and coordinated the execution of Implementations along with Technical/Business validations post every Maintenance/Major release.

Implemented Risk Management for the evaluation of change requests associated with Configuration Items.

Developed real-time dashboards for asset tracking, software usage, and license compliance, increasing visibility for IT stakeholders.

Conducted performance tuning of ServiceNow and worked on System Diagnosis.

Currently working on developing new service catalog items and resolving bugs in incident, problem, and change management.

Demonstrated expertise in the implementation and configuration of the ServiceNow Security Operations (SecOps) module to enhance the management of security incidents.

Utilized Performance Analytics and Flow Designer in ServiceNow.

Agile Development for tracking and managing tasks and Provided training and support to team members on Agile tools and methodologies.

Worked as a ServiceNow developer, integrating with Discovery to auto-populate CMDB and customizing Service Catalog, Incident, Change, and Problem modules.

Designed and delivered technical methodologies around the ServiceNow platform.

Gathered requirements for Service Catalog items and assessed current state processes and tools with clients.

Worked on various ServiceNow modules, including Incident Management, Change Management, Problem Management, Service Catalog, User Administration, Reporting, and Discovery.

Developed reports as per management requirements and customized database views.

Migrated data across instances and platforms using Data Sources and Transform Maps.

Configured complex workflows, including Active Directory Orchestration activities.

Created and maintained Configuration Management Database (CMDB).

Served as a ServiceNow Business Analyst, assisting in the development and delivery of technical and process-oriented solutions.

Implemented Software and Change Management, focusing on improving automation and efficiencies in ServiceNow.

Managed all Change Management Information (ServiceNow) and configured multi-level approval workflows for change requests.

Collaborating with cross-functional teams to ensure seamless integration of new service catalog items and implementing solutions for enhanced efficiency in incident, problem, and change management processes.

UC Davis Health, CA February– 2021 to March- 2022

ServiceNow Developer

Created and implemented solutions using various ServiceNow products for business workflows, ticketing, and other ITSM requirements.

Executed day-to-day administration of Service-Now in development, test, and production environments, ensuring the maintenance of business services and configuration item relationships.

Ensured compliance with software licensing policies by configuring ServiceNow SAM Pro for optimized license tracking.

Configured entitlement tracking to prevent software over-licensing and reduce unnecessary software purchases.

Provided support for ServiceNow by troubleshooting, implementing bug fixes, and performing root cause analysis.

Designed, configured, and customized new applications and modules within ServiceNow, including Incident Management, Change Management, Problem Management, Service Catalog, User Administration, and Reporting.

Implemented Custom Applications, Modules, Tables, and Views based on client requirements.

expertise in IT Operations Management (ITOM) with a focus on optimizing healthcare IT environments by utilizing ServiceNow Discovery to automate the discovery and mapping of healthcare IT infrastructure, enhancing visibility into configuration items, relationships, and dependencies.

Managed company demands and handled background labour efficiently using schedule jobs, events, and triggers.

Configured SLA implementation in Incident and service catalog management based on user-defined parameters.

Successfully established efficient incident prioritization processes within the SecOps framework, guaranteeing the prompt resolution of critical security incidents by assessing their impact and urgency.

Developed approval workflows and notifications for business applications and business application module field modifications.

Worked on email notifications and Inbound Email Actions Form customization, along with field customization based on client requirements for the Service Catalog.

Developed user-friendly service portals to facilitate easy service requests and issue reporting.

Customized the UI appearance for the Problem and Change Management Application to be simple, intuitive, and easy to use, setting up Change Management along with an Advanced Risk Assessment Calculator (on a script include level).

TRUIST BANK, VA July - 2018 to January- 2021

ServiceNow Admin/Developer

Managed users, groups, and roles and handled data using Tables, the CMDB, Import Sets, and Update Sets.

Proficient in automating Security Operations (SecOps) workflows within the ServiceNow platform, enhancing the overall security posture and mitigating the risk of security breaches.

Accomplished GRC (Governance, Risk, and Compliance) professional with expertise in ServiceNow modules, specializing in Policy and Compliance Management for regulatory adherence and internal policy enforcement.

Customized the Change Application to personalize menus and rules as per process requirements.

Played a key role in using ITOM tools and processes to quickly identify and prioritize critical incidents, enabling swift incident triage and problem resolution.

Created and modified update sets to transform data from one service instance to another instance.

Responsible for preparing design level, program level, and user level documentation.

Created and altered inbound email actions to automatically create cases, incidents, and approve records.

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

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

Worked on Order Guides to make it easier for the user to raise a request.

Designed and implemented ServiceNow solutions for modules such as Incident Management, Change Management, Service Catalog, and CMDB.

Implemented problem management strategies to analyze the root causes of recurring email outages and devised and applied long-term solutions.

processes and implemented new workflows using a variety of activities for improved efficiency.

Developed comprehensive documentation, including Form details, End User Guides, and Test cases for better understanding and reference.

Designed and implemented user-friendly service portals, simplifying service requests and issue reporting.

Conducted root cause analysis for incidents and process interruptions, applying timely fixes within SLA durations.

KPMG IT Solutions, India June – 2013 to May – 2016

ServiceNow Admin

Configured and customized ServiceNow applications like Service Catalog, Incident, and Change.

Developed ServiceNow plugins and customizations.

Worked on Change Management enhancements and workflow modifications.

Provided production support for end-user issues, requests, and ITSM applications.

Configured Business Rules, Client Scripts, UI Policies, and Data Policies in ServiceNow.

Created insightful reports and dashboards using tools like Performance Analytics for key IT performance metrics and trends.

Implemented knowledge management and request management, modifying features based on customer needs.

Worked on various ServiceNow modules, including reporting, user administration, incident management, change management, and problem management.

Fixed bugs and implemented changes for incident, change management, and service catalog modules.

Designed, developed, and maintained the report portal for user access to scheduled reports and report parameters.

Assigned roles to ACLs to grant users read access to tables and views.

Created notifications based on user requirements and configured inbound email actions for incident or request creation.

Worked on Update sets, facilitating their movement between environments.

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