Servicenow Developer Software Engineer
Resume:
CERTIFICATIONS
Capgemini
SHANTANU SONAVANE
SERVICENOW DEVELOPER
CONTACT
*************@*****.***
Pune, Maharashtra. 411057
www.linkedin.com/in/contac
t-shantanu-sonavane
SKILLS
ITSM
Service Catalog
Flow Designer
Inbound/Outbound Emails
Event
Virtual Agent
GRC/IRM
CMDB
Custom Application
Development
Agile
CSA
CAD
ITSM Implementation
Fundamentals of GRC
Micro-Certification ATF
Micro-Certification Flow
Designer
Micro-Certification Configure
the CMDB
CERTIFICATIONS
WORK EXPERIENCE
PROFILE
Dedicated Senior Software Engineer with 4 years of experience specializing in ServiceNow development and administration. Proven track record in IT business, service, and operation management, collaborating with clients and stakeholders for effective requirement gathering and execution of the software development lifecycle. Accenture AUGUST 2023 - PRESENT
Servicenow Developer
April 2022- August 2023
In-depth knowledge of ServiceNow modules such as Incident Management, Problem Management, Change Management, Service Catalog, Catalog Request Fulfillment, and Service Portal.
Experience working with client-side scripting (UI Policies, client scripts, UI actions, GlideAjax, GlideRecord) and server-side scripting (business rules, script includes, ACLs, workflow editor, Flow Designer). Automating request fulfillment using Flow Designer. Customizing the catalog using client scripts and business rules. Skilled in managing data loads within ServiceNow, with comprehensive knowledge of transform maps, import sets, and data migration. Creation of CMDB service catalogs as per the SRD documents Knowledge of update sets, including what is captured and what is not, as well as how the movement of update sets between instances works. Creation and monitoring of Events triggered by Alerts and scheduled Jobs. Creation of alert, Event rules and scheduled jobs. Created Order Guide and Record Producer as per requirements. Extensive knowledge of GRC Architecture including Policy, Authority documents, Citation, Policy Exception and Control Objectives. Creation of Controls, Entity, Entity types and Entity filter. Also has knowledge of Policy Acknowledgement Campaign.
Servicenow Developer
Based on the requirements provided by the customer, designing and developing the Service Catalog, catalog items, and request management. Enhancing the Service Portal and creating Flow Designer components as per customer requirements.
Designing workflows and script includes for request fulfillment. Implementing ServiceNow to ServiceNow integration. Configuring inbound email actions to automate ticket creation and updates based on incoming emails.
Implementing surveys for feedback collection and customer satisfaction within ServiceNow.
Implementing the HR Service Case Form and flow for onboarding and offboarding users in the HR Services Catalog and Knowledge Management.
Setting up core/foundation data and HR profiles.
Creating documents and SOPs for the use of the Service Catalog, problem creation, etc.
Several knowledge transfer and training sessions were conducted for the client on how to correctly use ServiceNow.
Proficient in creating reports and dashboards and implementing email notifications across various modules.
Daily tasks as part of administration include the creation of the RFB (Ready for Business) checklist, ensuring that all tickets are assigned. As part of instance maintenance, the monthly security patch update is implemented.
Conducting dry runs of the instance before and after upgrading the ServiceNow instance from Rome to San Diego.
Cloning the lower instance from production on a quarterly basis. Connecting with the vendor and understanding the upcoming changes and communications shared by the vendor.
Creating and following up on Hi Portal cases for incidents and problems. Creating a WSR (Weekly Status Report) and presenting it to the client. Creating a monthly deck for the client, which includes all details of monthly operational tasks.
Creating standard, normal, expedited, and emergency changes as part of sprint releases.
Executing ATF test cases as part of regression testing following the implementation of sprint releases and instance upgrades. Representing changes in CAB calls and obtaining the necessary approvals. Working on creating update sets, groups, users, and roles. Optimisation of ITSM License
Servicenow Administrator February 2021 - April 2022 Creating multiple email notifications based on business needs. Developed and implemented virtual agents in ServiceNow to automate and streamline IT and customer support processes.
Configured Virtual Agent Designer to create conversational workflows for various service requests.
Understanding SLA definitions, duration calculations, and update set management, including capturing data and moving it between instances. Establishing assignment rules and fulfillment instructions for HR services. Creating HR services and HR templates according to business requirements.
Developing HR criteria and checklists for multiple HR services. Skilled in managing data loads within ServiceNow, with comprehensive knowledge of transform maps, import sets, and data migration. Utilized natural language processing (NLP) capabilities in ServiceNow Virtual Agent to enhance conversational accuracy and user experience Rising Star (Capgemini)
Bright Debutant (Capgemini)
Pat on the back (Capgemini)
ACE (Accenture)
Cheersphere (Accenture)
AWARDS
EDUCATION
2016 - 2020
GOVERNMENT COLLEGE OF
ENGINEERING, AURANGABAD
B.E. E.N.T.C
2014 - 2016
DEOGIRI COLLEGE
HSC
2014
S.B.O.A. PUBLIC SCHOOL
SSC
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