Configuration Management Portfolio

Name: P Basani Reddy

Email: **************@*****.*** Mobile: 972-***-****

PROFESSIONAL SUMMARY

Overall 7+ Years of experience in ServiceNow platform as a ServiceNow Developer and Administrator.

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, 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.

Proficient in ServiceNow Discovery, both MID Server and Agent-based, for comprehensive asset discovery and management. I have experience in setting up discovery schedules, patterns, and classifications.

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.

Good experience in the creation of Workflows, Catalog Client scripts, Catalog UI Policies, and Variables and Variable sets.

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.

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

Profound expertise in designing, developing, supporting, and/or managing an integrated computer system in a corporate setting.

Good real time knowledge on implementing Flow Designer and Integration Hub

Experience in Application Architecture, Analysis, Technical Design, Development, Implementation, Performance Tuning, Testing, Configuration Management and Release/Build management in all stages of Full Software Development Life Cycle SDLC of software applications using J2EE technologies.

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.

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

Flexibility in adapting to a fast-changing environment, a dedication to learning, and the capacity to operate both individually and in a team.

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.

Proven experience as a key technical resource leading the development of solutions in client environments.

Good knowledge of Grunt, GITS, HTTP and Restful services.

Assisted in Release Management during product and patch releases and managed documents and verified the changes

Experience of Remedy Mid-tier system and Web Services.

TECHNICAL SKILLS:

SDLC s

Waterfall, Agile.

Programming Languages

C, C++, Java, JavaScript, PHP.

Database

MySQL, MongoDB, Oracle.

SNOW Applications

Incident, Problem, Change, Asset, Knowledge, Service Catalog, ITOM, ITAM, CSM

Web Technologies

HTML, CSS, JavaScript, XML, JSON.

ITSM Tools

ITSM, Service Now (Helsinki, Istanbul, Jakarta, Kingston)

IDE

Eclipse, NetBeans

EDUCATION

Bachelor of Technology – Computer Science Engineering - KITS

Masters – Computer and Information Science, Sacred Heart University, Fairfield, Connecticut

PROFESSIONAL EXPERIENCE:

Nissan, TN Mar 2024– Present

ServiceNow Developer/Admin

Responsibilities:

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

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

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

Implemented and configured ServiceNow BCM (Business Continuity Management) in alignment with industry best practices and organizational requirements, ensuring robust business continuity and disaster recovery strategies.

Experienced focusing on UI/Portal development and back-end configuration.

Extensive work with Next Gen UI Builder for creating responsive and intuitive user interfaces within the ServiceNow platform.

Skilled in ServiceNow REST API integrations, Flow Designer, and Automated Test Frameworks (ATFs) to streamline and automate processes.

Proficient in ServiceNow scripting, including Business Rules, Client Scripts, UI Actions, and Script Includes to implement custom business logic.

Strong understanding of ServiceNow modules and customization of platform capabilities to meet business needs.

Proficient in JavaScript, with a deep understanding of the Web as a platform, focusing on componentization, reusability, and optimized user experiences.

Administered and configured the ServiceNow platform in line with business requirements and IT best practices to ensure operational efficiency.

Performed platform upgrades, patches, and enhancements in collaboration with IT teams, ensuring seamless transitions and minimizing downtime.

Managed user accounts, roles, and groups, ensuring proper access controls, permissions, and compliance with security policies.

Expertise in Vulnerability Management, Security Incident Management, Threat Analysis, and IT SecOps integrations.

Strong experience with ServiceNow primary toolset: Scripted REST APIs, Import/Export Sets, Asynchronous Transformation, and integration tasks.

Extensive experience in release and incident management support for various ServiceNow tools and services.

Worked with Employee Service Center Portal and UI Builder for designing and developing user-centric solutions.

Implemented ServiceNow Discovery and Service Mapping to accurately identify and maintain infrastructure and application services.

Worked with API integration using REST and SOAP, integrating third-party tools to enhance platform functionality.

Validated and managed the accuracy of asset inventories in ServiceNow, ensuring complete data integrity.

Conducted audits and reconciliations of asset inventory records, identifying and resolving discrepancies.

Supported and ensured compliance with asset disposal procedures, following strict internal and regulatory guidelines.

Managed disposal request approvals, verifying completeness and adherence to asset disposal standards.

Facilitated the asset sanitization process by ensuring all hardware assets are properly wiped or sanitized before disposal.

Monitored compliance with sanitization policies, verifying that all steps were followed correctly.

Defined and implemented complex business processes and workflows using Flow Designer and Business Rules.

Monitored system performance, identified and resolved platform issues, and worked to optimize platform performance for increased efficiency and uptime.

Collaborated with L2/L3 support teams, providing technical troubleshooting for complex issues and delivering solutions to system problems.

Collected and uploaded sanitization evidence for hardware assets tied to disposal requests in ServiceNow.

Updated disposal records in ServiceNow with proper sanitization documentation, ensuring audit readiness.

Collaborated with business analysts, process owners, and service owners to ensure proper CSDM governance and alignment with ITSM/ITOM processes.

Led performance optimization projects, ensuring the platform delivered responsive and efficient service across modules.

Developed knowledge base articles and conducted user training to improve adoption and optimize ServiceNow usage.

Designed and implemented workflows within applications to streamline business processes, significantly improving operational efficiency.

Played a key role in strategic planning for ITSM module enhancements, leading the team in executing projects that delivered measurable improvements in service delivery and operational efficiency.

Extensive hands-on experience in ServiceNow development, including the configuration and customization of Business Rules, Client Scripts, UI Actions, Script Includes, Scheduled Jobs, ACLs, and UI Pages, enhancing platform functionality.

Developed and enhanced ITSM modules within ServiceNow, optimizing functionalities to meet evolving business needs and improve service management efficiency.

Provided ongoing support and improvements for Ham Pro and Sam Pro modules, ensuring seamless IT asset management and software asset management within the ServiceNow platform.

Implemented cutting-edge ServiceNow GenAI capabilities, driving innovation and enhancing the platform's ability to deliver intelligent, automated solutions.

Specialized in designing and managing Service Catalogs, Workflows, and Flow Designer within ServiceNow, streamlining processes and improving user experience.

Developed and maintained seamless integrations between ServiceNow and other GRC systems/tools, enhancing data flow and ensuring comprehensive compliance management.

Extensive experience supporting Hardware Asset Management (HAM) within an IT environment.

Strong understanding of ServiceNow's role in managing hardware assets, including CMDB, AMDB, and Discovery tools.

Configured and maintained Single Sign-On (SSO) and SAML integrations for secure, seamless authentication across enterprise applications, improving user experience and strengthening security measures.

Led Software Asset Discovery initiatives using tools like Bash, CSH, and other scripting languages to identify and catalog software assets across the organization, ensuring compliance and optimizing software license usage.

Proven experience working with ServiceNow, particularly in understanding how CMDB, AMDB, and Discovery integrate and work together.

Familiarity with ServiceNow's Identification and Reconciliation Engine (IRE) and its rules structure.

Implemented security controls and compliance checks in ITOM processes to meet industry-specific regulations and standards.

Environment: ServiceNow, ITIL, JavaScript, Jellybeans, Web Services, XML, HTML, jQuery, CMDB, SLA, Integration, LDAP, JSON, HRSD, SOAP

Cardinal Health, OH July 2023 – Feb 2024 ServiceNow Developer/Admin

Responsibilities:

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

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

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

Implemented OOB Domain separation solution from scratch for a client who had custom domain separation implemented. Making sure their present solution was aligned with OOB.

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.

Proficient in JavaScript, with a deep understanding of the Web as a platform, focusing on componentization, reusability, and optimized user experiences.

Experience with object-oriented JavaScript, asynchronous programming, and JavaScript design patterns.

Strong knowledge of data structures, algorithms, and performance optimization techniques for scalable solutions.

Hands-on experience with modern UI frameworks like AngularJS and React for building dynamic and responsive interfaces.

Expertise in creating reusable components and optimizing web applications for performance and scalability.

Proficient in using tools like IDE (IntelliJ, Eclipse), debuggers, build tools (Gradle, Maven), source control (Git), and ServiceNow instance management for daily development tasks.

Implemented ServiceNow configuration and customization assistance including workflow administration, report setup, data imports, custom scripting, and third-party software integrations.

Analyzed asset data for anomalies or discrepancies and collaborated with asset owners for timely resolution.

Used ServiceNow to track and remediate inconsistencies in asset records, ensuring accurate asset lifecycle management.

Generated and maintained comprehensive Asset Management Reports such as state reports, lease management, and unbrick/lost asset reports.

Delivered monthly, quarterly, and ad-hoc reports to support decision-making, audit requirements, and asset lifecycle tracking.

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

Successfully integrated ServiceNow for easy data sharing with several third-party platforms.

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.

Worked on Building a service catalog tailored to customer needs, enabling them to request products, services, or support with ease.

Involved in migration between various ServiceNow instances using Update Sets.

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.

Configured different levels of SLA for Incident, Change.

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

Environment: ServiceNow, ITIL, JavaScript, Jellybeans, ITOM, Web Services, XML, jQuery, CMDB, JSON, SOAP, Performance Analytics.

American Airlines, Texas June 2022 – May 2023 ServiceNow Developer/Admin

Responsibilities:

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

Roll out new applications and modules on the ServiceNow platform.

Developed and maintained custom application, modules, and workflow in ServiceNow to meet organizational needs.

Created and maintained comprehensive technical documentation for better knowledge sharing.

Develop moderately complex scripts, workflow and integrations to configure or customize applications according to ServiceNow standards.

Produced detailed monthly evidence reports on asset sanitization and disposal for compliance tracking.

Provided audit support during internal and external reviews, ensuring that asset management processes met compliance standards.

Develop moderately complex scripts, workflow and integrations to configure or customize applications according to ServiceNow standards.

Created processes and procedures based on ITIL V3.

Works on ITIL/ITSM projects.

Performs core configuration tasks including system policies, business rules and client scripts. Manages users, groups, and roles.

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

Develops new applications from beginning to end.

Developed user interface elements for web-based applications based on program specifications using JavaScript.

Implementing End-End service catalog items for the existing business processes.

Created new Business Rules/Script includes/ client catalog script/client script.

Incident management and problem management activities.

Technical implementation of various ServiceNow modules such as change management, incident management, problem management, service catalog, configuration management.

Working with process owners to develop workflow, implement the workflows in service application and administer the tools and enhanced request b by java script.

Use administration of common platform applications: knowledge base, service catalog, workflows, SLA’s Reporting etc.

Integration of service now with LDAP for authentication.

Establishes and maintains effective communications with customers, other technology specialists, and vendors about services.

Strong communication skills, with the ability to convey concepts/requirements between technical and non-technical stakeholders.

Environment: Service Now, Asset Management, incident management, problem management, HTML, java script, CSS, CMDB.

Infosys, India Sep 2018 - Nov 2021

ServiceNow Developer/Admin

Responsibilities:

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

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

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

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.

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

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.

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.

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

Configured and developed flows using Flow Designer.

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

Developed user-friendly service portals that allow easy service requests and issue reporting.

Successfully integrated ServiceNow for easy data sharing with a number of third-party platforms.

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

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

ICICI, India April 2017 - Aug 2018

ServiceNow Developer

Responsibilities:

Worked on Change Management enhancements and workflow modifications.

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

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

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.

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.

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.

Developed numerous apps, tables, and carried out various tasks like modifying the Display Value, automatically filling in some Attributes, incorporating business logic, and sending email notifications.

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.

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

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