System Administrator Change Management

Personal Details:

Name : Srinivas Kotamarti CSA & CAD Certified

Mail id : *******************@*****.***

Mobile Number: 970-***-****

PROFESSIONAL EXPERIENCE:

Having 4 years of experience in all phases of ServiceNow.

Experience in using ServiceNow REST API ACLs data policy notifications email scripts etc

Experience in ServiceNow Scripting like Scripted Rest APIs Business rules client scripts etc

Experience in Data load transform creation and reporting capabilities

Experience in ServiceNow automated testing

Development experience in configuring ServiceNow TSM & ITSM modules

A little bit of Experience in working with CMDB and discovery (ITOM)

Experience in working design, implementation, development, maintenance and support as a Service Now Developer ITSM platform to meet business needs. As part of the ITSM team, I participate as system administrator including planning and implementation and support of Service Now as Service-Now Engineer.

Worked as administrator in Service-Now including new customizations and maintenance

Experience in Service now platform as both Administrator and Developer.

Successful version upgrades activities and prepare test cases.

Good experience and handling with Clients/Customers.

Developed scripts as per requirement using service now utilities like Client scripts, Server scripts.

Configured applications using Service now tool used in ITSM Management.

Having hands on experience on Report Scheduling and Variable reporting features.

Having experience on ITSM Modules like Incident, Problem, Change, and Service Catalog Management and Service Portal.

Good hands-on experience in using SNOW utilities such as UI Policies, Data Policies and UI Actions.

Worked on creation of custom and complex workflows using multiple Activities like Run script, Approval, set values, Notifications, Timer, Switch & If conditions, Create Task, Wait for condition etc.

Good exposure in Service Catalog management design by using utilities like Record Good exposure of Background scripts, Glide forms, Glide record, Glide Ajax and its usage. Producer, Order guides, etc.

Good exposure of moving customizations from instance to instance using Update sets.

Experience in using Business Rules in different scenarios like SOAP messages, Inbound Email actions, Incident, Problem and Change Management etc.

Worked full cycle of upgrade the Instances, Module wise Test cases preparation, Tracing defects and their fixes.

Service Level Management – Defined SLA’s for Incident, Problem, Change and Service Catalogs.

Experience in Email setup on both Inbound & Outbound Emails.

Worked on Import Sets to extract data from various other sources and field mapping for the same.

Experience in how to use and implement script includes as per client’s requirement.

Experience in creating and maintaining Access Control Rules for securing and providing the right access to right person/role.

Worked on various types of reports scheduled reports as per the business requirements. TECHNICAL PROFICIENCY:

ServiceNow: Administration, customization, configuration, Implementation, Scripting 3 years,, service catalog 3 years, workflows, ServiceNow portal, Integration 3 years Languages : Java script, HTML, CSS 3 years

WORKING EXPERIENCE:

Working as a ServiceNow Developer in Morningstar India Private limited, from April 2024 to Present

Worked as a ServiceNow Developer in Aapna Infotheek private limited, from Aug 2023 to Nov 2023

Worked as a Servicenow Developer at AMTP software private limited, from Dec 2020 to July 2023.

EDUCATIONAL PROFILE:

Bachelor of Technology in JNTU kakinada, Passed out year 2020. PROJECTS WORKED ON:

Project: 1

Project: AX – Sensis

Type: Development & Maintenance

Role: Senior software engineer

Project Summary: AXIOM Sensis is the state-of-the-art recording system in electro physiology and hemodynamic diagnosis and intervention. Migration of Legacy Barcode Reader component to C# through interoperability to support the new documentation tool. Procedure Log WCF data services Design and development Roles:

The process is integrated with the Helpdesk portal.

Created various workflows for Incident Management, Change Management, Service Requests and SLA's.

Developed Service Catalog items, Order guides, record producer, Variable Sets, UI Policies, Data policies, UI Actions, ACL’s, Client Scripts, script

Includes, Business Rules, transform maps and Web services

Gathered and analysed requirements.

Participated in Guinness record event conducted UBS Integration

Coding and review findings as per the best practices of Service Now

Analysis of Impact during the Instance Upgrade. Creating the SDLCs and fixing of issues.

Onsite - offshore communication and co-ordination.

Working with and functional requirements within ServiceNow for CMS, Catalog Management, Incident, Web services and interfaces

Project uses SN to manage IT help desk services used by client Project-2:

PetEdge -US

Roles & Responsibilities: Service-Now Administrator/Developer. Roles:

Created various workflows for Incident Management, Change Management, Service Requests and SLA's

Implementation, customization and configuration of different Service Manager Modules like Change Request, ESS, Service Desk, and Service Catalog.

Defined SLA, OLA and Contract for the customer. Configured SLA workflow for the advance SLA configuration. Import of configuration, data and working on reports, dashboard

Configured Business Rules for customizing the tool. Prepare documentation for requirements, design, installation and unit testing and system integration of Service-Now

Designed, developed, and maintained the report portal that provides user access to scheduled reports and report parameters. Defined users, groups, roles providing accessing permission

Configured custom applications for Service Management using the Service-Now platform.

Worked with Incident Management application, Problem Management, Change Management applications in escalating issues, logging, catering, resolving, monitoring, and reporting.

Customized Incident/Problem/Change/Service catalog applications using Business rules, Client scripts. Used Transform maps to import Data to Configuration Management.

Using Workflow Editor for creating workflows. Worked with import, update sets

Participated in validating Form and Table level using UI Policies.

Created Email notifications, Email Templates and Mail scripts, trigger email notifications from server side scripts by using events existed in event registry.

Created Scheduled script jobs and Scheduled generation and distribution of reports.

Using ACL’s for providing field level security and table level security. Project-3:

Project name: IFS – Indian Financial services

Type: Development & Maintenance

Roles & Responsibilities: Service-Now Administrator/Developer. Roles:

Creation of Catalog items, Variable Sets, Catalog client script and user criteria

Optimizing flows involving scripted function value, scripted approvals, subflows and custom actions

Creation of inbound email action for creation of request with flow trigger

Working on business rule, Scripting, activity configuration.

Creation of field dictionary with calculated script values and dependency field mapping

Configuration of notification with both record and event triggers.

Creation of customized dynamic email template with mail scripts.

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