Configuration Management Asset

Shashank Reddy

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

Mobile: +1-903-***-****

PROFESSIONAL SUMMARY:

Over 9+ Years of experience in the ServiceNow platform as a ServiceNow Developer and Administrator of ITSM, ITOM, ITAM, HRSD, TSM and CSM

Hands-on experience on various IT Services modules of Service-Now tool like Service Catalog Requests, Configuration Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Project Portfolio Management, Reporting, Gauges, and Integration with Web Services.

Experience in building and maintaining robust Configuration Management Databases (CMDBs) to ensure accurate tracking of assets, dependencies, and configuration items. This facilitates effective change management and incident resolution.

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

Experience with plugins like On-Call Scheduling, Discovery, Orchestration, and Performance Analytics.

Worked on ATF (Automated Test Framework) in ServiceNow and created ATF for ITSM (Incident, Problem, Change, Service Request) module and APM (Application Portfolio Management) workflows.

Implemented ITAM which includes Software Asset Management (SAM) & Hardware Asset Management (HAM).

Built and custom applications using App Engine Studio, incorporating advanced features such as flow automation, data analytics, and integrations within modules and third-party applications.

Implemented IT Operations Management (ITOM) with the installation of MID-Server, Configuration Management Database (CMDB) for CI Hierarchy, Discovery, Probes, Sensors, Identification, and Reconciliation Rules. Established Patterns, CI relationships, and Dependency View. Conducted a thorough review of Service Mapping.

Well-Versed with agile methodologies and capable of leading teams, managing stakeholders, and completing projects utilizing the Agile process, which entails requirements in the form of stories, weekly sprints, and daily scrum calls.

Good experience in creating Workflows, Catalog Client scripts, Catalog UI Policies, and Variables and Variable sets.

Good real time knowledge on implementing Flow Designer and Integration Hub

Working knowledge of ServiceNow's UI Actions, UI Policies, UI Macros, and Data Policies

Attention to detail and complex solving abilities from operational and technical perspective. Good Working Experience with email notifications, inbound actions, reports, gauges, and home pages.

Hands-on experience in Email Integration, LDAP integration, External Web services Integration (both

SOAP based, and REST based) in ServiceNow.

Experienced with Case Applications in CSM (Customer Service Management) in solving root causes and reducing the reasons for customers calling for help.

Proficiency in leveraging ServiceNow for Security Operations, including implementing, and managing the Security Incident Response and Vulnerability Response modules, aligning IT security with business needs.

Service automation tasks were carried out using a knowledge base, a service catalog, workflows, SLAs, and reporting.

Great development work with client scripts, business rules, UI Policies, UI Actions, Update Sets, On-call Scheduling, email notifications, email templates, record templates, workflows, catalog items, ACL& execution plans, timeline pages, scripted SOAP, and REST API’s.

TECHNICAL SKILLS:

Programming Languages: C, C++, Java, PHP.

SDLCs: Waterfall, Agile.

Web Technologies: HTML, CSS, JavaScript, XML, AngularJS, JSON.

SaaS Application: ServiceNow

IDE: Eclipse.

ServiceNow Products: ITSM, ITOM, ITAM, TSM, CSM, HRSD, SecOps, GRC, Now Platform

EDUCATION DETAILS:

Masters:

oUniversity: Sacred Heart University

oPassed out Dec 2017 (Subject: Computer Science)

Bachelor’s:

oUniversity: Jawaharlal Nehru Technological University

Passed out in June 2014 (Subject: Computer Science)

Certifications:

Delta Certified Vancouver System Administrator

Certified Administrator

PROFESSIONAL EXPERIENCE:

CLIENT: Brightspeed, FL May 2024 - Present

ServiceNow Developer

Responsibilities:

Designed and implemented custom CPQ rules for Install, Change, and Disconnect scenarios, ensuring accurate pricing, serviceability checks, and order validation for telecommunications services.

Integrated CPQ with Salesforce Service Cloud and Order Management using RESTful APIs, enabling seamless data exchange between systems and automating order processing.

Designed and implemented custom scripts to enhance system functionality and user interaction, supporting both front-end and back-end requirements. Created complex Business Rules and Client Scripts to automate system processes and enforce business logic.

Successfully migrated CPQ to C-360, transitioning complex data, workflows, and configurations with minimal disruption to business operations in the telecommunications domain.

Implemented UI Policies and UI Actions to control form behavior’s dynamically, ensuring a seamless and intuitive user experience across different modules.

Worked on the Automated Testing Framework module and performed presentations to users on ATF usage in the ITSM environment

Collaborated with cross-functional teams to address challenges during migration, ensuring compliance with telecom-specific requirements.

Created and maintained Catalog Client Scripts and UI Scripts that enhanced form functionality and interactivity, thereby improving data input accuracy and user satisfaction.

Enhanced the quote-to-cash process by configuring product catalogs, pricing rules, and approval workflows, ensuring compliance with telecom-specific requirements.

Configured Project Portfolio Management (PPM) module to view all the related projects and applications running in the customer environment at the same time and track their progress by PA - Indicators graphs

Developed and created and customized ServiceNow workspaces and service portals to meet specific client requirements.

Worked on Hardware Asset Management (HAM) life cycle based on client requirements and implemented custom flows taking an impression from legacy hardware asset management tools like Elk, Efecte, Infoblox etc.

Implemented and managed the Customer Service Management (CSM) module to improve case management and customer support processes.

Configured service management processes for telecom clients, including incident, problem, and change management modules.

Developed and managed HR Service Delivery (HRSD) functionalities, including the creation and management of various HR Services and Record producers for streamlined HR processes.

Customized the Software Asset Management (SAM) flow and defined different states for the same.

Set up global HR Notification Layout Template and implement it on all HR Notifications. Spearheaded the creation and management of interactive surveys. Built Employee Response Forms to be added onto lifecycles.

Environment: ServiceNow, ITSM, TSM, CSM, TSOM, ITOM, HRSD, Web Services, XML, HTML, AJAX, CSS, HTTP, REST, and SOAP.

CLIENT: Morgan Stanley, Boston July 2022 – Apr 2024

ServiceNow Developer

Responsibilities:

Designed and customized ITSM, ITOM, ITBM, and custom applications to meet client-specific requirements, resulting in operational efficiency.

Designed and maintained CMDB reports and dashboards to provide insights into configuration data and support decision-making.

Executed schedule jobs to populate CMDB health dashboard with correctness completeness and compliance and Utilized the CI De-Duplicate Remediation feature to effectively identify and clean up duplicate and stale CIs on a class-wise basis, ensuring data accuracy and reliability.

Improved user experience by improving the HR service catalog, making it easier for employees to request and access HR services.

Sets up Service Level Agreements (SLAs) and monitors SLA workflows, creates and tracks Service.

Catalog requests, and items with variables.

Used CSDM framework to perform data modeling for CMDB classes such as Windows servers, hardware, computers, and applications.

Worked on App Engine Studio to enable the user permissions to dedicated role with specific access. Worked on Service Mapping to connect business Services.

Responsible for the implementation of Service Mapping and Event Management and Discovery visibility.

Proficient in implementing end-to-end DISCOVERY and setting up mid servers, strong expertise in troubleshooting Discovery related issues. Well versed in Orchestration and Service Mapping.

Developed and maintained Change Management process with automated approvals and workflow optimizations using business rules, client scripting, and task-based strategies.

Implemented on IP Affinity and Credentials Affinity to improve the overall health of ServiceNow Discovery in ITOM.

Worked on fine-tuning discovery patterns for a wide range of devices, including complex and proprietary systems.

Imported CMDB data for Business Applications, Business capabilities, Application Services and built CI relationships for APM project.

Interface with ServiceNow technical teams such as SecOps infrastructure to successfully implement the Security Incident Response and Vulnerability Response platform.

Worked on Security Incident Response (SIR), Vulnerability Management (VM) and Threat Intelligence as a part of SecOps process.

Worked on Discovery & set up MID Servers and checked for the connectivity and developed expertise in troubleshooting Discovery tools

Designed and implemented advanced workflows and playbooks for automated incident response and remediation.

Created and managed user accounts, groups, and permissions within the LDAP directory.

Environment: ServiceNow, ITSM, ITOM, ITBM, GRC, SecOps, ITIL, JavaScript, Web Services, Angular Js, XML, HTML, jQuery, CMDB, SLA, Integration, Scripting, LDAP, JSON, HRSD, SOAP

CLIENT: Bank of the West, CA June 2020 – June 2022

ServiceNow Developer

Responsibilities:

Created and maintained a comprehensive CMDB to track and manage IT assets and configurations.

Supported ITIL (Information Technology Infrastructure Library) practices by utilizing CMDB data for incident, problem, and change management.

Extensive experience in Service Asset & CMDB management, with a focus on Discovery and Service Mapping within the ServiceNow platform.

Configure and customize Change management processes in ServiceNow, supporting controlled and efficient changes to IT environments.

Performed advanced customizations such as creating Business Rules, UI Pages, UI Macros, UI Scripts, Script Includes, Client Scripts, workflows, custom tables, and reports.

Proficient in developing, implementing, and maintaining application software and resolving system issues using established standards and specifications, primarily using ServiceNow.

Created and maintained dashboards, reports, and performance metrics to monitor ITSM processes and measure service levels.

Worked on building custom applications on studio ServiceNow.

Created dashboards, indicators, breakdowns in performance analytics.

Worked on designing and automating workflows for handling complex customer service processes, such as order fulfillment, returns, and advanced technical support.

Supported in Service Portal Branding and Development using widgets, pages.

A generic SOAP service was proposed and put into use to allow any catalog item to integrate with a third-party tool using simple client-side setups.

Evaluated and improved the integration between vulnerability management and incident response, tracking key metrics to assess the success of joint efforts.

Implemented ITOM tools for event management, incident response, and performance optimization.

Worked on Glide Ajax and Glide Records for scripting and UI actions. Setting up complex SLAs with varying response and resolution times based on customer priority, service level, and contract agreements.

Environment: ServiceNow, ITSM, ITOM, ITIL, CMDB, Integrations, Angular Js, Performance Analytics, SOAP, REST, Scripting, HTML, JavaScript, Web Services, XML.

CLIENT: Equinix, Redwood City, CA February 2018 -May 2020

ServiceNow Developer/Admin

Responsibilities:

Created and implemented solutions utilizing all suitable Service Now products to address the demands of business workflows, ticketing, or other ITS requirements.

Executing day-to-day administration of Service-Now in development, test, and production environment to maintain business services and configuration item relationships in Service-Now.

Worked on designing, configuring, and customizing new applications and modules of ServiceNow like Incident Management, Change Management, Problem Management, Service Catalog, User Administration, and Reporting.

Supported ServiceNow by troubleshooting, implementing bug fixes and performing root cause analysis.

Extensive experience in using Performance analytics and Flow designer in ServiceNow.

Created and maintained scripts, UI policies, and client scripts to enhance user experience and streamline processes.

Integrated best practices in ITIL and agile methodologies to ensure roadmaps were both visionary and practical, facilitating smooth implementation and scalable growth.

Configured and customized ServiceNow modules, workflows, forms, and business rules to support ITSM processes and requirements.

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

Defined the functional needs for our ITSM system, ServiceNow, and architected the specific implementation’s.

To manage company demands and handle background labor, used schedule jobs, events, and triggers.

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

Developing approval workflows and notifications for business application and business application module field modifications.

Good experience in designing, managing, and analyzing CMDB configuration items.

Hands on Experience in writing customized JavaScript code to improve Service-Now functionality to meet new business requirements.

Worked with the Service portal and developed custom widgets to meet the requirements of product owners.

Worked on Email notifications and Inbound Email Actions Form customization and field customization based on client requirement for Service catalog.

Proficient in creating, building, and implementing unique ServiceNow applications that are suited to certain corporate requirements.

Environment: ServiceNow, ITSM, JavaScript, JSON, SOAP, HTML, AJAX, XML, SCRUM, ITIL, Asset Management, CMDB, Incident Management, Problem Management, Cloud services.

Value Labs, Hyderabad, India Aug 2014 - June 2016

ServiceNow Admin/Developer

Responsibilities:

Implemented ITIL processes (incident, problem, change, knowledge) to enhance ITSM efficiency in ServiceNow.

Performed configurations and customizations of ServiceNow applications like Service Catalog, Incident, and Change. Involved in working and developing ServiceNow plugins and customizations.

Worked on Change Management enhancements and workflow modifications.

Worked on production support for the end user issues, requests and ITSM applications.

Configured and managed Incident and Problem Management processes in ServiceNow, including incident categorization, prioritization, and assignment workflows to ensure timely resolution and minimal business impact.

Involved in configuring the Business Rules, Client Scripts, UI Policies, Data Policies in the ServiceNow.

Developed insightful reports and dashboards using tools like Performance Analytics to provide key IT performance metrics and trends.

Good Experience in managing ServiceNow instances, including instance cloning, upgrades, and patching to ensure system stability and performance.

Proficient in personalizing and customizing forms and fields within ServiceNow to meet specific business needs and Skilled in creating new applications, modules, and tables in ServiceNow platform.

Implemented knowledge management and request management. Modified various features as per customer needs.

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

Developed and maintained catalog items and associated workflows to orchestrate configuration management processes.

Worked on fixing bugs and implementing changes for incident, change management and service catalog modules.

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

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

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

Worked on Update sets and moved from one environment to another environment.

Actively participated in the ServiceNow community forums, knowledge sharing, and collaboration with other ServiceNow administrators and developers to stay updated on best practices and industry trends.

Environment: ServiceNow, JavaScript, ITSM, HTML, AJAX, XML, ITIL, Scripting, Incident Management, Problem Management, Cloud services.

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