Service Delivery Software Developer

Teja Shakamuri +1-972-***-****

Sr. ServiceNow Developer ****.*****@*****.***

Chicago, IL

Service now Learning resume

www.linkedin.com/in/tejasnow

Looking for C2C Roles Only

PROFESSIONAL SUMMARY:

Around 9+ years of professional experience as ServiceNow Software Developer, Implementation Specialist & Administrator and have experience in IT Service Delivery, ITOM, HRSD, CMDB, ITBM, HAM, SAM, ATF, SecOps and ITOM Suite, quality management systems and project life cycle processes.

Configured Applications using ServiceNow platform in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the ServiceNow platform as well as experience delivering medium to large-scale Service Now implementations.

Developed reports to visually explore data and create an interactive report Excel and Power BI.

Functional knowledge and implementation experience of IT Service Management ITSM frameworks and demonstrated project management skills and experience collaborating directly with customers and clients.

Extensive ServiceNow experience, covering the implementation of a wide array of modules, such as Project Portfolio Suite (PPS), HR Service Delivery, Security Incidents, Service Catalog, Service Mapping, Incident, Problem, Change, Knowledge, Release, Contract, SLA, Customer Service, Configuration & Asset, Discovery, and Event Managements.

Worked on the LDAP Integration, to populate the user records in the user table from Active Directory.

In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery, and Integrations.

Integration of Workday, JIRA, POS Systems, Active Directory, SSO, automated system monitoring tools in ServiceNow

Conducted integration testing and debugging, identifying, and resolving issues to ensure seamless data flow.

Developed solutions using web services, SOAP, JavaScript, and other web technologies to integrate Service now with internal/external systems and tools.

Refined requirements and performed integrations with the ServiceNow Integration Hub and web services using SOAP or REST.

Web developer proficient in both front-end and back-end development, crafting dynamic web pages with data validation and enhancing load-time performance, and deploying them on application servers.

Integrated problem management with JIRA, enabling efficient bug tracking and end-to-end lifecycle management using business rules and UI actions.

Collaborated with cross-functional teams to enhance ServiceNow and Big Panda integration for efficient alert handling, reducing noise and improving ticket management.

Automated the end-to-end lifecycle for software, hardware, and cloud assets on one platform using ITAM.

Performed IT Asset Management (ITAM) activities that include maturity assessments, gap analysis, process improvements, and implementation.

Implementation of HR Service Delivery (HRSD), covering everything from HR case and knowledge management to HR profiles, Centers of Excellence (COE), topic details, categories, HR services, templates, records producers, catalog items, workflows, and lifecycle events.

Experience of building stand-alone scoped Applications in ServiceNow. Knowledge of various Application implementation methods including Application Repository and Team Development.

Experience in building Business Rules, Script Includes, UI Actions, UI Policies, UI Scripts, Client Scripts, Catalog Client Scripts, Integration HUB, flow designers, Scheduled Jobs, FTP Events, Email Notifications, Fix Scripts, Validation Scripts, Severity Calculator, Assignment Rules, Data Lookup Definitions

Proficient in ServiceNow Discovery and Service Mapping, specializing in the establishment of comprehensive CMDB (Configuration Management Database) and ITAM using both the Top to Bottom and Bottom to Top methodologies.

SKILLS:

ServiceNow: ITSM, ITOM, ATF, Performance Analytics, Vulnerability Response,, ATF, Secops.

Other: HTML, CSS, jQuery, Angular, Bootstrap, High charts, Hopscotch, DHTMLX, SOAP, REST, JDBC, Unix/Linux

CERTIFICATIONS & TRAINING:

ServiceNow Certified System Administrator (CSA)

ServiceNow Certified Application Developer (CAD)

ServiceNow Certified Implementation Specialist ITSM (CIS)

Micro-Certification - Welcome to ServiceNow

Micro-Certification - Automated Test Framework

Micro-Certification - Agile Development 2.0 Simulator

Micro-Certification-Flow Designer

Micro-Certification-Predictive Intelligence

Micro-Certification-Integration

Micro-Certification-Virtual Agent

EDUCATION:

JNTUH bachelor’s in information technology (2014)

Purdue University master’s in computer science (2019)

Professional Experience:

Client: CNH Industrials, Racine, WI Dec 2023 – Till Date

Role: ServiceNow Developer

Functioned as a ServiceNow domain expert in ITOM, HRSD, CMDB,, SAM, and ITOM Suite.

Designed, created, and modified ServiceNow applications, assisted with the rollout of new modules, and set up the application's user interface and workflow.

Created different Power BI reports utilizing the desktop and the online service and schedule refresh.

Refined requirements and performed integrations with the ServiceNow Integration Hub and web services using SOAP or REST.

Supported all technical aspects and tool solution delivery, including application UI configuration, workflow configuration, scripting, API, and system integration of ServiceNow with other business applications (e.g., Infor Workday, POS Systems, Active Directory, SSO, automated system monitoring tools, etc.)

Implemented credential less AWS Cloud Discovery and creating new pattern extensions as needed for internal infrastructure discovery.

Designed and implemented workflows, user interfaces, and ServiceNow applications to enhance ITSM processes such as incident, problem, change, and service request management.

ServiceNow development and Identical platform usage positions you at the intersection of IT service management and network automation.

Automated the end-to-end lifecycle for software and Hardware assets using ServiceNow, centralizing data for procurement, deployment, maintenance, and retirement.

Built relationship mappings in CMDB and implemented ITAM practices to enhance asset visibility and reporting accuracy across the organization.

Designed, created, and modified ServiceNow applications, implemented workflows, and automated ITSM processes.

Ensured adherence to ServiceNow best practices in implementing modules like ITOM, HRSD, CMDB, SAM, and ITAM.

Worked within an agile framework, refining requirements, developing integrations, and performing iterative development.

Developed integrations using REST/SOAP APIs, JavaScript, AJAX, and XML to connect ServiceNow with third-party tools.

Integrated ServiceNow with Workday, POS systems, Active Directory, and AWS Cloud Discovery using REST/SOAP APIs, enabling seamless data exchange and workflow automation.

Integrated AWS Cloud Discovery and SecOps for real-time asset tracking and vulnerability monitoring, ensuring hardware and software compliance with regulatory standards.

Built CMDB relationship mappings, implemented ITAM practices, and automated asset lifecycle management, ensuring accurate inventory and lifecycle visibility.

Documented knowledge articles following the Knowledge processes, and conducted training on the ServiceNow platform for management, IS, and end users.

Planned and conducted the analysis of complex business issues to be solved with process changes and information systems.

Built relationship mappings in ServiceNow CMDB with Discovery Tools and Service Mapping in serving ServiceNow modules including ITOM, Hardware Asset, Virtual Agent, Change, Problem, Certificate, Incident etc.

Developed reusable ATF test suites tailored to SecOps modules, enabling efficient regression testing during platform upgrades.

Automated end-to-end testing of ServiceNow integrations with AWS Cloud Discovery and internal infrastructure tools.

Implemented ServiceNow workflows for asset tracking and ITAM, ensuring efficient dispatch and scheduling of field operations, which aligns with FSM functionalities.

Integrated AWS Cloud Discovery to enhance real-time asset visibility and improve service request fulfillment, a key component in FSM for tracking field resources.

Integrated AWS Cloud Discovery with SecOps for real-time asset tracking and vulnerability monitoring.

Collaborated on incident response workflows, ensuring rapid resolution of security incidents and alignment with organizational compliance.

Integrated with Workday to extract essential employee information, such as employee ID, user email, employment status, user role, and position within the company.

Implemented business rules to automate workflows and decision-making processes, enhancing the efficiency of Jira bug tracking.

Used the LDAP to maintain the multi-tenancy configuration, Active User Sync, and Disabled User Sync, created data insertion forms, and used JavaScript to validate them.

Integrated Service Portal/Service Catalog item workflows with CloudBolt platform to perform virtual machine provisioning/updating/decommissioning tasks.

Helped on Vulnerability Response that involved establishing fresh assignment rules, group rules, and configuring SLAs according to risk scores and other settings related to vulnerabilities and collaborated within an agile ITBM/PPM environment, focusing on enhancing aspects such as Project Status Reports, Performance Analytics, Project Charter Emails, and suggesting enhancements to enhance the usability of existing Demand and Project workflows.

Incorporated the CMDB into the change management process to monitor and oversee changes made to configuration items (CIs), ensuring that updates undergo appropriate documentation and approval procedures.

Created and maintained links between configuration items (CIs) in the CMDB to provide a clear understanding of how they depend on each other and the potential consequences of changes.

Connected external systems, applications, and services to ServiceNow through SOAP or REST APIs, facilitating the exchange of data and the automation of workflows.

Client: Meijer, Remote, MI Jan 2023 – Nov 2023

Role: ServiceNow Developer

Provided software coding and development including, but not limited to screen tailoring, workflow administration, report setup, data imports, integration, scripting, third party software integrations.

Evaluated emerging ServiceNow technologies and the evolution of current functionality to define roadmaps to meet business needs.

Creating reports, dashboards, and analytics to provide insights and track key performance indicators within ServiceNow Itential platform.

Customized workflows for ITSM processes, including incident and service request management, which involved field resource allocation and technician dispatch, aligning with FSM use cases.

Integrated ServiceNow with third-party tools like JIRA and Splunk, automating ticketing and incident resolution for field service operations and improving service efficiency.

Configured and optimized HR-related workflows, ensuring compliance with company policies while integrating ServiceNow with third-party HR tools.

Customized workflows for ITSM processes, ensuring operational efficiency and alignment with best practices.

Developed UI policies, client scripts, and catalog client scripts to enhance the user experience.

Integrated ServiceNow with JIRA, Splunk, and Absolute API using REST and SOAP.

Worked in a CI/CD environment with automated testing, continuous integration, and iterative development.

Customized workflows for incident, problem, and service catalog management, improving operational efficiency and aligning with ITSM best practices.

Configured ServiceNow Asset Management for hardware/software lifecycle management, integrated Absolute API for asset freeze and wipe operations, and ensured compliance with company policies.

Connected ServiceNow to third-party tools like JIRA, Splunk, and Absolute API, automating workflows and enabling seamless data exchange to enhance problem management.

Developed dashboards and ServiceNow performance analytics to track andsmeasure key ITSM metrics and provide actionable insights.

Automated workflow validation using ATF, troubleshot integration issues, and optimized SLAs and incident response mechanisms for faster resolution times.

Updated the exiting Asset CI with the feed received from Absolute and made necessary changes to lists, forms & UI, UI Actions, Business Rules, etc.

Developed scripts for Device Freeze and Device Wipe leveraging the Absolute API and create approval workflows to perform these actions through ServiceNow.

Assisted with the technical design for architecture, responsible for overall code quality ensuring a highly available and recoverable environment.

Performed upgrades and customizations of ServiceNow platform applications based on guidance from project manager, architects, ITIL practice leads and customers.

Demonstrated a working understanding of ServiceNow Test Management and Agile Demonstrates a working understanding of automation testing concepts and hands on ServiceNow ATF.

Developed Service Catalog, asset management, Record Producers and Workflows which includes new catalog items, defined SLAs per request and created UI Policies, Catalog Client Scripts, Approvals, Tasks and Notifications.

Provided advanced support for ServiceNow Platform by troubleshooting a variety of difficult software problems, implementing bug fixes, and performing root cause analysis.

Prioritized data security by implementing measures to safeguard sensitive HR data during the integration process. This encompassed enforcing access controls, data encryption, and compliance with data privacy regulations.

Integrated problem management with JIRA, enabling efficient bug tracking and end-to-end lifecycle management using business rules and UI actions.

Configured Service Level Agreements (SLAs) within ServiceNow to ensure that tickets generated by Splunk were handled promptly and met established response and resolution times.

Configured and optimized ServiceNow Asset Management modules for hardware and software lifecycle management, ensuring accurate inventory and compliance.

Developed workflows for software license compliance and integrated Absolute API for asset freeze and wipe operations.

Enhanced reporting and SLAs for asset-related requests, improving visibility and operational efficiency.

Demonstrated expertise in generating access tokens from refresh tokens, ensuring secure and efficient authentication workflows.

Enhanced Reporting capability of both VR and CC as it relates to Reports and Performance Analytics.

Configured and optimized incident response procedures for the rapid detection, evaluation, and mitigation of security incidents and vulnerabilities.

Enhanced and optimized incident and problem management processes, ensuring timely issue resolution and minimizing service disruptions.

Expanded and maintained the service catalog to provide a wide range of services to internal stakeholders.

Integrated ServiceNow with other healthcare systems and tools to centralize data and streamline operational workflows.

Actively participated in the continuous improvement of ITSM workflows and processes to enhance the delivery of healthcare services.

Established security measures, including OAuth or API keys, to safeguard API access and the transmission of data.

Client: DentaQuest, Remote Mar 2021 – Dec 2022

Role: ServiceNow Developer

Worked on the LDAP Integration, to populate the user records in the user table from Active Directory.

Hands-on experience in the LDAP Listener to maintain the Active User Sync and Disabled User Sync and Multi-tenancy configure.

Integrated LDAP services with ServiceNow to enable user authentication and access management using LDAP credentials.

Designed dynamic client-side JavaScript codes to simulate process for web application, page navigation and form validation and developed JavaScript code for pop-up screens and page functionality.

Provided application support for the configuration of platform capabilities to include Knowledge Management, ServiceRequest Management, and Service Portal.

Integration of Workday in ServiceNow to manage HR Administration like On-Boarding, Leave of Absence, Name Change and Terminations

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

Conducted data mapping and transformation, aligning Workday data structures with our internal databases to ensure accurate representation.

Implemented ATF scripts for automated validation of HR and SecOps workflows, reducing manual testing time and effort.

Configured ServiceNow modules such as Knowledge Management, Service Request Management, and Service Portal.

Integrated LDAP for user authentication and Workday for HR operations, streamlining data synchronization.

Implemented ITIL frameworks, change management processes, and CMDB configurations.

Implemented ATF scripts for workflow validation, reducing manual testing efforts.

Automated testing for multi-tenancy LDAP integrations, ensuring consistent user synchronization and seamless operations.

Integrated multiple ServiceNow instances to facilitate e-bonding, ensuring seamless communication and data exchange between different ServiceNow environments.

Configured Vulnerability Response rules to automate assignment and prioritize resolution based on risk scores and severity.

Designed LDAP integration workflows to synchronize user data, ensuring accurate access control in security operations.

Developed error handling mechanisms to detect and resolve integration issues promptly. Also provided support for troubleshooting and resolving any data synchronization or communication problems between Workday and systems.

Performed technical research as it relates to application modification methodologies, strategies, and design and engaged with product engineering and support teams to troubleshoot issues and any planned activities.

Supervised the change and release management procedures to reduce service interruptions while implementing updates and modifications.

Recorded all ServiceNow settings, modifications, and procedures to uphold a transparent record and ease the transfer of knowledge.

Performed testing to verify the validity of LDAP integration, identified and resolved issues, and confirmed the seamless operation of LDAP related features within the ServiceNow platform.

Client: First Republic, Remote, CA Jul 2019 – Feb 2021

Role: ServiceNow Developer

Collaborated with business users to define, analyze, and understand technical requirements, developed, and maintained system architecture and design documentation.

Designed Workflows and worked on CMDB and Asset Management, Service Catalog, Workflow Design and Configurations.

Collaborated with Technology ServiceDesk and Service Management to evaluate requests to change, customize, and configure service now.

Designed web applications using CSS and with the help of tags as per W3C standards.

Developed solutions using web services, SOAP, JavaScript, and other web technologies to integrate Service now with internal/external systems and tools.

Implemented ServiceNow integration with third-party tools (e.g., Big Panda) using REST APIs, SOAP, and web services.

Adjusted Service now imports sets and transforms maps accordingly to ensure data entering service now tables match the company outlined requirements.

Automated regression testing for integrations with third-party tools like Big Panda, ensuring uninterrupted functionality post-updates.

Created and executed ATF test cases for workflows involving VM provisioning and configuration item updates in the CMDB.

Designed and configured workflows to automatically create security incidents in ServiceNow when necessary, based on the data received from Qualys, streamlining the incident management process.

Anticipated, identified, tracked, and resolved issues and risks affecting own work and work of the TBO ITSM Service.

Customized and implemented the Security Incident Response module for streamlined tracking and resolution of security threats.

Developed and optimized threat intelligence workflows, enhancing proactive detection and mitigation of potential security risks.

Developed and optimized ITSM modules, enhancing incident and problem management workflows.

Configured ServiceNow’s Security Incident Response module and optimized CMDB relationships.

Worked in an agile development environment, contributing to iterative ServiceNow enhancements.

Integrated ServiceNow with VMware CMP and Big Panda using REST/SOAP APIs for improved automation.

Configured Big Panda alerts and enriched ServiceNow incident tickets to provide real-time insights for better service operation decision-making.

Automated incident management processes in ServiceNow based on Big Panda event-driven alerts to reduce response times and improve service reliability.

Designed and maintained HRSD workflows, ensuring streamlined employee service request management through ServiceNow.

Connected ServiceNow with VMware CMP for VM provisioning and the creation of Configuration Items (CI) in the Configuration Management Database (CMDB) along with their associations.

Collaborated in an Agile development environment, participating in sprints and delivering ITSM enhancements.

Connected ServiceNow with threat intelligence sources to actively detect and react to security threats in advance.

Implemented and tailored the ServiceNow Security Incident Response module to improve the identification and management of security incidents.

Effectively managed Service Level Agreements (SLAs), ensuring service delivery met established targets.

Client: Novartis, India Feb 2016 – Dec 2017

Role: ServiceNow Developer

Configured business process monitoring, end-user experience monitoring, and solution documentation.

Developed and implemented custom UI Pages, Portal Widgets, and UI Policies to display relevant information.

I was responsible for designing, developing, and implementing a CMS (Content Management System).

Developed an HR portal for the client and was responsible for providing daily support for all business applications used on the ServiceNow platform.

Worked on various ITIL modules of ServiceNow, including Incident Management, Change Management, and Problem Management.

Performed core configuration tasks, activated plugins, assisted with ServiceNow system upgrades, and troubleshooted patch/release management issues.

Participated in multiple design activities, from requirement analysis to system and application design specifications.

Developed modules for the filter navigator to display roadmaps for Project Portfolio Management.

Customized out-of-the-box widgets using HTML, jQuery, JavaScript, and AngularJS to show the desired information.

Managed data with tables, the configuration management database (CMDB), import sets, and update sets.

Used various jQuery plugins like autocomplete, date picker, color picker, and document picker.

Client: NXP Semi-Conductors, India Jul 2014 – Jan 2016

Role: ServiceNow Admin/Developer

Implemented JavaScript scripts to tailor user interfaces to meet business requirements.

Configured key modules including Incident Management, Change Management, Asset Management, CMDB, and Discovery.

Assisted with coding, testing, and documentation under the direction of onshore and offshore coordinators.

Facilitated the creation of catalog items and managed basic data migrations between instances.

Customized workflows and business rules per user requirements with oversight and guidance.

Developed and modified workflows for catalog items as per project plans.

Assisted in data migration activities using import sets and transform maps under supervision.

Supported the creation of catalog items utilizing variables, workflows, update sets, UI scripts, and notifications.

Configured and customized applications for incident, problem, change, SLA, and knowledge management.

Provided administrative support for the ServiceNow platform, including incident management, service catalog, change control, reporting, and troubleshooting knowledge base issues.

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