Software Developer Development

VISHWAJA CHEPYALA

****************@*****.*** 903-***-****

Looking for C2C only

PROFESSIONAL SUMMARY

Around 8+ years in the IT sector, encompassing 6 years of ServiceNow proficiency and 2 years as a software developer. Skillfully harmonizing IT service management and software development to deliver operational excellence and foster innovation.

Proficient in customizing ITSM modules (Incident, Problem, Change, and Service Request Management) to optimize service delivery processes.

Proficient in utilizing ServiceNow for Strategic Portfolio Management (SPM) and IT Business Management (ITBM).

Adept at designing, implementing, and maintaining Configuration Management Database (CMDB) solutions in ServiceNow, ensuring precise asset inventory and dependency tracking.

Implemented data governance standards to maintain data accuracy and consistency within the CMDB, ensuring high-quality data for decision-making.

Utilized ServiceNow Discovery to automatically map and update the CMDB, ensuring accurate asset and configuration data.

Expertise in ITOM solutions, focusing on ServiceNow Discovery, Event Management, and Orchestration to enhance operational visibility and automate tasks.

Implemented Okta SSO for streamlined access to multiple apps and enhanced user experience, while also bolstering security with Okta MFA for robust protection against unauthorized access.

Led the implementation of ServiceNow ITBM's Portfolio Management module to align IT projects with strategic objectives, prioritize initiatives, and optimize resource allocation.

Implemented web services to integrate ServiceNow with a Procurement Tool, with expertise in Direct Web service API, SOAP, Processors, WSDL, and REST.

Developed solutions using JavaScript, Ajax, Web Services, SOAP, and other web technologies to integrate ServiceNow with internal and external systems.

SKILLS:

ServiceNow: ITSM, ITBM, ITOM, ITAM, ATF, CMDB, ServiceNow Integration Hub, Workflow Automation, ServiceNow Reporting and Dashboards.

Other: HTML, CSS, JavaScript, Powershell, Azure, jQuery, Bootstrap, DHTMLX, SOAP, REST, JDBC, Selenium, Unix/Linux, JIRA, Oracle SQL.

EDUCATION:

Master’s degree in Cybersecurity – Threat Detection (2019)

Webster University, MO

Bachelor’s degree in Computer Science Engineering (2013)

JNTUH, India.

CERTIFICATIONS:

ServiceNow Certified System Administrator-Certification

Delta Certification- Certified System Administrator- Vancouver

ServiceNow Certified Application Developer Certification

PROFESSIONAL EXPERIENCE:

PROJECT 1: Senior ServiceNow Developer

Apple, California March 2023 - Present

Successfully implemented and managed Centralized Demand Management, an automated system that efficiently handled strategic requests from the business to the IT department.

Implemented ServiceNow's Incident Management module, resulting in a 20% reduction in average incident resolution time within the first six months of deployment. This improvement led to a significant increase in end-user satisfaction and a more efficient IT service desk operation.

Implemented ServiceNow PPM, resulting in a 15% improvement in project delivery times.

Implemented ServiceNow ITBM financial management, reducing budget variances by 20% through accurate forecasting.

Led the development and enhancement of ServiceNow ITSM solutions, actively utilizing Python programming for all phases of software configuration, development, and implementation lifecycle.

Maintained a 98% system uptime and achieved a 15% reduction in response time to system alerts through continuous monitoring and technical enhancements in ServiceNow ITSM.

Administered and maintained ITOM processes related to the Configuration Management Database (CMDB), ensuring that the asset inventory and dependency tracking remained accurate and reliable.

Led the technical configuration, design, and development of ServiceNow ITSM, resulting in a successful rollout with a 30% reduction in post-implementation issues.

Implemented continuous improvement initiatives with automation, resulting in a 25% increase in user satisfaction with ServiceNow ITSM solutions, as measured through user feedback surveys.

Led the integration of operational context, encompassing incidents, change requests, and configuration changes, for expedited issue resolution that ensures a comprehensive view of critical data, enabling faster and more effective problem-solving and incident management.

Established integration between Splunk and ServiceNow, allowing for the automatic creation of Priority tasks in ServiceNow. These tasks were equipped with tailored SLAs to guarantee prompt and effective resolution by the designated team.

Developed custom JIRA plugins to extend functionality and meet specific project requirements, improving project tracking and reporting capabilities.

Implemented scripting for various ServiceNow components, such as Business Rules, Client Scripts, UI Policies, and UI Actions.

Streamlined log data ingestion from diverse sources, including Azure Monitor, Amazon S3, Amazon CloudWatch, Kafka, and REST API for comprehensive analysis.

Contributed to the successful implementation of GRC Modules, focusing on Audit Management, Risk Policy, and Compliance.

PROJECT 2: Senior ServiceNow Developer

Disney, Florida September 2021 - February 2023

Implemented efficient emergency change management processes within ITSM, reducing critical incident resolution time by 40%.

Simplified Access via Service Catalog in ServiceNow eliminates the need for users to navigate separate systems or engage in manual submissions, enhancing the IT Service Management (ITSM) experience.

Enhanced Visibility and Tracking, facilitated by the ServiceNow Service Catalog, allows both IT and requesters to monitor demand request status and progress across the enterprise, ensuring efficient ITSM.

Created Automated Test Frameworks (ATFs) and used Flow Designer, contributing to the automation and optimization of ITSM processes.

Served as a subject matter expert on development techniques, illustrating deep knowledge in ServiceNow development, particularly in the context of ITSM.

Created knowledge articles for users as a reference, demonstrating a commitment to user support and documentation in the ITSM domain.

Utilized Discovery for asset management and automation, showcasing proficiency in ServiceNow’s capabilities and their application in ITSM.

Developed schedules, reports, and monitored performance, revealing attention to system management within the ITSM framework.

Actively involved in daily meetings and process optimization, ensuring alignment with ITSM best practices and continuous improvement efforts.

Utilized predictive intelligence to speed up issue resolution by providing agents with automatically generated task and content suggestions, significantly improving problem-solving efficiency through intelligent recommendations.

Implemented automation and predictive intelligence in ServiceNow workflows, resulting in a 40% reduction in manual workload and a 50% increase in task processing speed. This streamlined operations and significantly improved employee satisfaction.

Implemented Service Catalog, MID Server integrations, SLAs, and asset management.

Implemented data quality rules and governance processes to ensure the accuracy and reliability of CMDB data.

Efficiently handled lifecycle management and admin activities, encompassing the entire spectrum from production to sub-production environments.

PROJECT 3: ServiceNow Developer

American Airlines, Texas March 2019 – August 2021

Successfully managed a wide range of responsibilities, encompassing essential configurations, integrations, and diverse application admin tasks within the framework of IT Service Management (ITSM) which involved critical operational activities, seamless migrations, and efficient system upgrades, demonstrating a comprehensive skill set in maintaining and optimizing complex IT environments in alignment with ITSM best practices.

Provided accurate estimates for design and configuration efforts for the development and installation of new ServiceNow services, ServiceNow software changes and ServiceNow enhancements, contributing to effective ITSM planning and implementation.

Played a crucial role in change management within the ITSM framework by recording and tracking changes made to CI’s. This ensures that changes are well-documented, and their impact on ITSM processes can be assessed.

Applied Agile software development practices for customizations to the ServiceNow platform and applications, emphasizing agility and responsiveness in the context of ITSM.

Designed a company-wide Service Catalog within the ITSM framework, offering a collection of Self-Services to everyone, streamlining ITSM service delivery.

Developed data mapping and transformation solutions within the ITSM framework to ensure accurate and meaningful data transfer within the ServiceNow platform, enhancing data management in the ITSM context.

Developed Page layouts, Navigations, and presented designs and concepts to the clients for the management to review, ensuring alignment with ITSM user experience and design principles.

Designed reports and dashboards for tracking essential performance metrics (KPIs), measuring service levels, and facilitating informed decision-making based on data.

Expertise in the creation and redesigning the workflows and flow designer for Service Catalog items.

Designed, Created and Configured Notifications, UI Pages, UI Macros, Script Includes, Formatters, etc.

Implemented automation to manage the creation and removal of user accounts in ServiceNow using LDAP information, ensuring streamlined management of user lifecycles for efficiency.

Moving Update sets from one environment to another environment within the instances (Dev, Test, and Prod).

Successfully planned, executed, monitored, controlled, and closed all technical tasks related to configuration and implementation of all aspects of the platforms.

Provided solution options for the business to consider along with the pros and cons analyses for each option and recommendations.

Collaborated with other developers to ensure that code is developed and maintained according to best practices.

PROJECT 4: ServiceNow Developer

KPMG, India November 2015 – July 2017

Followed a test-driven development approach, focusing on the creation of comprehensive test cases within the ITSM framework to ensure the reliability and effectiveness of ITSM processes.

Experienced in documenting Requirements, creating Design, Architecture, and Implementation Plan for releases, adhering to ITSM documentation standards for thorough and effective ITSM project management.

Played a key role in leveraging the Comprehensive Single System of Record within ServiceNow, which served as a centralized platform for seamless data and process sharing across all applications.

Introduced visual scorecards and timelines to evaluate and prioritize demands, resulting in a highly organized and efficient workflow process.

Initialized Log Analysis with machine learning to detect and prevent service issues from various data sources.

Developed an alert system for identifying abnormal operational patterns, allowing for proactive issue resolution.

Implemented interactive service maps to enable in-depth exploration of service health issues and related components.

Worked with cross-functional teams to ensure that software requirements are complete, consistent, and accurately reflect the needs of the business.

Prioritized service health issues are easily identified on a color-coded dashboard.

Gathered the business requirements and provided conceptual designs to meet business needs.

Demonstrated the ability to assess anomaly severity, enabling motivated response to issues most likely to impact service reliability.

Employed Metric Analytics to automatically set adaptive thresholds and prioritize anomalies likely to lead to service outages.

Collaborated with experienced team members and mentored less experienced colleagues, showcasing leadership and teamwork skills.

Actively involved in email notifications, Inbound Email Actions, and customization based on client requirements.

PROJECT 5: Software Developer

Amazon Development Center, India August 2013 – September 2015

Played a key role in designing modules and creating Module Design Documents (MDD).

Worked extensively on both the front-end, utilizing JSP, Spring framework, and the back end, incorporating EJB and Hibernate.

Developed end-to-end composite RESTful Web Services, employing the SOA approach with the CXF framework to serve various clients, including web and mobile.

Employed Object-Oriented Analysis (OOA) and Object-Oriented Design (OOD) techniques, making use of Unified Modeling Language (UML).

Created and optimized Stored Procedures, Triggers, and Functions, actively participating in SQL query tuning.

Implemented Web Services for generating rate summaries, utilizing WSDL, SOAP messages, and XML parsers for data retrieval. Also, developed, and integrated REST-based web services.

Employed Ajax for intensive user operations and client-side validations, utilizing JavaScript for client-side validation.

Proficiently maintained CSS, HTML, XSL, XSLT, JavaScript, JSF, and Angular JS for webpage design.

Utilized Hibernate as an administration tool for persistence, integrated interceptors with Hibernate and Spring, and developed Java Server Pages (JSPs) adhering to a no-Java policy, implementing JSTL for execution.

Built the presentation tier of applications entirely on Spring/Struts for the Admin App.

Utilized Spring Tags, Struts Tag Libraries, and Validators throughout the development process.

Made effective use of Spring Core and Spring AOP.

Actively engaged in quality control activities, such as defect tracking and resolution using JIRA.

Played a crucial role in the code review process, ensuring the validation of designs created by fellow developers and contributing to application development.

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