Change Management Incident

Professional Summary

•As an IT professional I have 9+ Years of IT experience in ServiceNow Development and ServiceNow Administration.

•Expertise in technical implementation of modules such as Incident Management, Problem Management, Change Management, Knowledge Management, Service Request Management and Reporting.

•Experience in designing, development, and implementation of ServiceNow ITSM, ITBM Platform applications and modules (ex. Incident, Problem, Change, CMDB, Service Catalog, GRC, PPS, Security Vulnerability, Discovery, HR, MID SERVER Facilities, Performance Analytics, various integrations, and various custom applications).

•Extensive knowledge of building scripts such as Business Rules, Script Includes, UI Actions and Scheduled Jobs on the ServiceNow system.

•Experience in creating scripts like Client Scripts, Catalog Client Scripts, UI scripts and UI Policies.

•Expertise in creating and maintaining Access Control Rules for securing and providing the right access to the right person/role.

•Hands-on experience in developing applications in ServiceNow using JavaScript, AJAX, HTML, CSS, DHTML, Angular JS, J Query, Bootstrap, SQL, PL/SQL.

•Excellent hands-on experience in Client and Server-side Scripting.

•Experience in Enhancing the ServiceNow functionality by customized JavaScript code to support the new business needs.

•Specialized experience in activities related to Configuration like Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts, Actions, and Approval Process.

•Experience in working with Workflows, Import Sets, and Update Sets.

•Worked on creation of custom tables, customization, and data migration through transform maps.

•Experience in Designing, Developing and Administrating ITSM, ITOM, ITBM in ServiceNow.

•Strong working knowledge of ServiceNow ITBM components such as Discovery, Service Mapping, Cloud Management, Event Management, and CMDB Design.

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

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

•Service catalog development which includes workflows designing, creating new catalog items, and execution plans.

•Gathering and understanding the business requirements from various stakeholders and converting them to a technical document with step-by-step procedures or process.

•Configuring of Service Level Agreements (SLAs), Schedules and Notifications, Installation and Troubleshooting of Mid servers.

•Experience in different ServiceNow modules such as Knowledge management, Incident management, Change management.

•Possesses intense knowledge of ITSM processes such as Change, Incident management, Problem Management, SLA, and Service Request Management.

•Experience in creating new Workflows and modifying the existing workflows according to new requirements in an efficient manner.

•Expertise in design and development of custom applications in ServiceNow and utilize its potential in PaaS (Platform-as-a-Service).

•Created and edited Vulnerability Response assignment rules.

•Created pop up notification application for Vulnerability Response email notifications.

•Assessed and amended Vulnerability Response SLAs for vulnerability groups.

•Strong knowledge on workflows to automate processes.

•Experienced in GRC application (Governance, risk and compliance).

•Knowledge and experience to deliver end-to-end methodologies within ServiceNow, which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development efforts, interfacing with vendors and management, and coordinating efforts of administrators.

•Experience in interacting with the clients and understanding their requirements, providing the sizing, and finally developing customer facing portals and applications.

Technical Skills:

•JavaScript, Angular JS, HTML, XML, Jelly, Glide Script, REST API, SOAP Web Services

Professional Experience:

Client: Advance Micro Devices, Austin TX Oct 2021 to Present. Role: ServiceNow Developer

•Migrating the External Application to ServiceNow Application. Took a lead to provide the solutions based on the Client’s Application.

•Created a Custom Application and migrated all the data through transform maps to ServiceNow.

•Created custom interactive filters for the Dashboard reports.

•Interactive workflow will be service designed to handle the communication based on the problem business area.

•Building Guided Tours for Request Fulfillment tables and service portal catalog items.

•Configured Notifications and Notification email scripts as per the requirements.

•Worked on the Transform map and transform scripts for creating the new catalog items based on the Software and Hardware models that got created through Excel sheets.

•Expertise in creation of workflows for Service Catalog items in Service-Now and Configuring LDAP for user imports.

•Made an automated process where when excel sheet is attached through catalog items or through email automatically data load is done, and catalog items get created automatically through scheduled imports.

•Worked on Incident and problem management for resolving incidents within the SLA using ticketing tool ServiceNow.

•Took lead on the Hyper call with Clients during Production live. Worked on the minor defects during production live proactively.

•Providing support in all technical aspects of project service delivery and solution delivery like Application UI Configuration, workflow configuration, interface client, and gathering requirements.

•Took responsibility to lead the team during the building of the Application.

•During development, worked with JavaScript, and XML to create front-end and back-end components such as forms, buttons, views, pages, business rules and workflows.

•Created custom approval function for the Application, so users can approve through dialog box functionality.

•Communicates with Service owners and developing team on enhancements and defects.

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

•Replicated all the Power Bi reports into the ServiceNow reports with all the interactive Filters.

•Supported Services practice PPM implementation as SME by delivering PPM/PM Dashboards and standardized reporting for leadership incorporating Project Management best practices.

•Completed System Admin, ITSM and Agile Requirements, PMP Candidate.

•Implemented a PMO Organizational, developed project management standards, PPM, Score Cards PMO Portfolio Management dashboard reporting.

•Collaborated with the GRC (Governance, risk, and compliance) team on the development of the GRC solution.

•Deliver requirements analysis and scoping estimates for ITSM & PPM implementation utilizing best practices.

•Configured PPM solution scenarios and produced detailed demonstration scripts for the North American Solutions Consulting Team.

•Involving/Experience in preparing Test Plan, Test Strategy, Test Cases, and Test Scenarios, Test Data, and Test Execution.

•Creating catalogue items, workflows, inbound emails actions and update sets for service requests.

•Created data source and loaded the ServiceNow tables with different data formats.

•Created transform maps both automatic field mapping and scripting also worked on Asset Management and Loaded the data into it.

•Good knowledge of CMDB and Asset Management Services: Business services, service offerings, and Configuration item relationships.

•Experience in various IT Services of ServiceNow tools like Service Catalog Requests, Asset Management, Configuration Management, Service - Now Administration, Change, Incident and Problem Management, Knowledge Management, Reporting and Integration with Web Services.

•Migrated all the data from the JDBC server through transform maps and created a scheduled job to run automatically in sequentially.

•Leading all data modeling and mapping to CSDM exercise with key client stakeholders for APM implementation.

•Customized and configured ServiceNow ITAM modules to align with organizational processes and requirements, enhancing flexibility and scalability to accommodate evolving business needs

• Leveraged ServiceNow SAM's automated discovery tools to maintain an accurate inventory of software assets, including installed applications, versions, and usage metrics, streamlining the asset management process.

•Worked on the Dynamic translation plugin for the languages.

Environment: Agile/Scrum, ServiceNow, XML, SQL, JDBC, Workflow, JavaScript, Incident Management, Change Management, Problem Management, Major Incident Management, Service Catalog, Knowledge management, CMDB and part of Discovery

Client: Mercury Insurance, Los Angeles, CA. Feb 2020 - Oct 2021 Role: ServiceNow Developer

Roles/Responsibilities:

•Creation of technical, functional specification documents as per the requirements

•Creation of Applications, Modules, tables, Columns as per the requirement specification in Service

Now.

•Reports, Service Level Agreement, Notifications, and Alerts.

•Configuring the SLAs for various ITIL processes in Service Now

•Customizing the forms and form design for the ITIL processes used across the firm.

•Creation of update sets, export the update sets, retrieve the update sets,

•Migration of changes from one instance to other using update sets

•Involved in Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge

•Involved in creation of business rules, client scripts, UI policies, UI Actions as per the requirements.

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

•Responsible for the acceptance, identification, storage, and withdrawal of all supported CIs.

•Responsible for managing data with Service Now tables, CMDB import sets Users, Groups, and roles.

•Release Management of new enhancements and code fixes.

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

•Configuring HR Service Management, Asset Management, Project Portfolio Management (PPM), Incident and Knowledge Management, and Web Services Integration.

•Worked on various modules of Oracle E-Business suite such as Customer Relationship Management (CRM), Project Portfolio Management (PPM), Financial management, Supply Chain Management (SCM) to ensure all business needs are met and extended the value of software investment.

•Built custom workflows for IT Project portfolio management (PPM), budgeting, IT demand management, Resource capacity planning.

•Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes to customize the instance as per Business needs.

•Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools and enhanced requests by java script.

•Customized UI Appearance for Problem and Change Management Application, which is simple, intuitive and easy to use Setting up Change Management along with Advanced Risk Assessment Calculator (on a script include level).

•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.

•Created transform maps both automatic field mapping and scripting.

Environment: Agile/Scrum, ServiceNow, XML, SQL, JDBC, Workflow, JavaScript, Incident Management, Change Management, Problem Management, Major Incident Management, Service Catalog, Knowledge management, CMDB and part of Discovery.

Client: Pragma Edge Inc, Chennai, IND May 2016 - July 2018 Role: ServiceNow Developer

Roles/Responsibilities:

•Carrying out code movement between Development/Testing/Production environments.

•Worked on enhancements related to ITSM modules.

•Configured SLA’s as per the business needs.

•Creation of catalog Items/Record Producers with variables and variable sets.

•Support and develop the new change requirements.

•Created Catalog items and performed Client-side validations in Service Catalog.

•Created Workflows, Script Includes, Business Rules, UI Actions, Script Actions, UI Macros, UI Pages, Access Controls, Client Scripts and UI Policies to meet requirements.

•Migration of update sets between different instances of ServiceNow.

•Implemented ServiceNow ITOM products, including Discovery, Service Mapping and Active Directory Password Reset (Orchestration) Applications.

•Created Notifications to send communications from the system.

•mapping and migrating the legacy life cycle values to the CSDM standard values.

•Moving data into an instance using import sets and transform maps.

•User administration by defining user roles and groups.

•Provided Production Support in resolving Incidents.

•Prepared Documentation like Form details, End User Guide and Test cases

•Responsible to analyze their current ServiceNow instance and propose improvements.

•Have created Business rules, client scripts and email scripts for fulfilling the client requirements.

•Design, developing and implement POM (Page Object Model) based Web UI automation-testing framework utilizing Java, TestNG and Selenium WebDriver.

•Worked on the requirements assigned to me within the time provided by client.

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

•Developed and implemented the Problem Module, Knowledge Module with client requirements.

•Designed and implemented new functionality using UI Policies and Data Policy.

•Responsible for creating various workflows for Problem Management, Change Management, Service Requests and SLA's.

•Worked on the Helpdesk Setup which Involves in customizing several applications like Incident, Problem, CSM etc.

•Responsible in building Catalogs, Catalog categories using Record producers and Order Guides.

•Implemented Asset Management module, providing a solution for automatic scanning of assets via a barcode scanner.

•Developed new Service Catalog items and fixed bugs in Incident, Problem and Change Management.

•Designed many catalog items out of which few catalog items involve integration to trigger a Catalog Item from a third-party using Cart API.

•Created SLAs and participated in running SLAs and responsible for closing successfully.

•Performed in creation of Application Modules, Tables, Forms, Links, Dictionary, UI Policies, UI Actions and Data Policies. Worked with Record Producers, Order.

•Environment: Agile/Scrum, ServiceNow, XML, HTML, Angular JS, SOAP, Asset Management, Incident Management, Problem Management, JavaScript.

Client: ESystems Techno Pvt Ltd, India June 2013 – April 2016 Role: Software Engineer

Roles/Responsibilities:

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

•Interacted with Stakeholders, Users, Customers for gathering requirements to arrive at design solution.

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

•Wrote Client Scripts, UI policies, Business Rules, Security Rules and UI Actions, UI Pages/Macros.

•Worked on JDBC Extracts, SQL queries, Data sources, external connectivity using SN data source, Web services, Email integrations, LDAP etc.

•Designed many catalog items out of which few catalog items involves integration using SOAP Web services, Restful API.

Environment: ServiceNow (Istanbul), CMDB, JavaScript, CSS, HTML, Windows 10, SQL Server, XML, Angular JS, PowerShell Scripting, Jelly scripting.

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