Asset Management Access Control

Shiva Tummala

210-***-**** **********@*****.***

SUMMARY

IT professional with 6+ years of ServiceNow experience, specializing in end-to-end implementation of Service Catalog, Incident, Configuration & Asset, Change, and Release Management. Skilled in design, development, deployment, and support using SDLC SCRUM methodologies.

Key skills include:

ServiceNow security implementation using Access Control Lists (ACL)

Integration with external systems via SOAP and REST APIs

Governance, Risk, and Compliance (GRC) expertise.

Proven ability to translate client requirements into technical ITOM and ITSM requirements.

Proficient in Incident, Change, Problem, Knowledge Management, and Service Catalog modules

Strong scripting skills (JavaScript) for both client and server sides

Hands-on experience on Governance, Risk and Compliance application (GRC).

Workflow design, catalog creation, and process automation using Business Rules, Client Scripts, UI Policies and more.

Experienced with email notifications, reporting, dashboards, and interactive filters.

Experience in providing end to end production support for Archer GRC application. And administering as well as developing with Archer eGRC suite.

Worked on the CSM portal and created multiple catalogs and flows to automate most of the process.

Worked with the DevOps team towards the administration of DevOps tools suite, such as AWS, Open Stack, Jenkins, GitHub, and JIRA.

Created several workflows for ITSM, Service Catalogs, GRC, Security Operations, Performance Analytics and HRSD.

Implementation of the HRSD module, Software asset management(SAM), hardware asset Management (HAM) in the service now application.

Drove all knowledge transfer for ITAM & SAM in technical and business meetings with customer & partner.

Experience in designing, development, and implementation of ServiceNow Platform ITSM application

Skilled in customizing workflows, flow designer, and handling background tasks like scheduled jobs and events

Hands-on with ATF test suites, integration projects, and technical documentation.

Developed a full implementation process for ITAM, including HAM and software asset management (SAM)

Strong communicator, collaborating with teams and stakeholders to deliver effective solutions and support production issues.

TECHNICAL SKILLS

ITIL: ServiceNow

Requirement Management: MS Word, MS PowerPoint, MS Excel, MS Visio,

Programing Languages: C/C++, Java, J2EE.

Scripting Languages: JavaScript, Jelly Script, HTML, CSS, AJAX, XML, JSON, JQuery

Web/Application Server: Tomcat Web Server, MID Server, Web Sphere

IDE: Eclipse, Net Beans, TOAD

Databases: Oracle 10g, MySQL, SQL, PL/SQL, DB2, MS Access

Project Management/ reporting Tools: MS Project, MS Office, SharePoint, TFS, HP Quality Center Tool, Trello, crystal reports, SQL services& data reports Business intelligence and Reporting tool(BIRT).

Object Modelling Software Process: SDLC, Waterfall, Agile Methodology, Prototype model.

EDUCATION

Masters from Cleveland State University, USA.

Bachelor’s from Anurag Engineering College, India.

PROFESSIONAL EXPERIENCE

ServiceNow Administrator/ Developer Thermo Fisher, OH, Remote Sep’22 – Till Date

Responsibilities:

Effectively involved in gathering the Business Requirements and Interacted with the Helpdesk users and CRM users to understand the existing functionality, current state processes, tools to get a better view of the Business Processes and functionality to develop and configure the ServiceNow Platform.

Successfully developed and implemented ServiceNow Customer Service Management (CSM) processes & procedures as per requirement in custom applications.

Involved in discussion with other technical areas to meet the business and technical requirements for ServiceNow, SMTP Admin, IBM Data power, Web service Owners and DBA to build integration to external and internal systems, currently using SMTP (EMAIL), MID Server

Responsible for the execution and delivery of the ServiceNow application across the enterprise including ITSM, ITOM, Platform, ITBM, Security, and Compliance modules.

Worked with analyst to analyze functional requirements within ServiceNow for Customer Service Management (CSM), Request Management, understanding of and implementation experience with a variety of GRC tools, Gathered Requirements from stakeholders looking to leverage ITSM, ITAM, CMDB

Involved in creating Technical Design Documentation for Migration from existing technologies to ServiceNow.

Worked on various modules of ServiceNow like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.

Worked on CMDB and Discovery. Performed Data migration to import data from other applications and external databases.

Experienced in Customer Service Management (CSM) & Service Portal.

Configure the Service Graph Connector for AWS to use different fields.

IP ranges as provided by the client, scanned those IP ranges and did troubleshooting accordingly almost for every kind of device like WMI, SSH, SNMP etc

Configuration of Foundation data, Process data Transaction data of Remedy ITSM System, CMDB Configuration Item updates.

Integration of third party and home-grown applications USIT, TPS, ANTWERP to the ITSM System using Remedy Webservices.

Experienced in Service Now Event Management by configuring Event Mapping Rules, Event Transform Rules, Alert Rules, Incident Templates

Responsible for the implementation of ServiceNow ITSM suite, Discovery, CMDB, Event Management, Service Watch/Service Mapping.

Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.

Worked on preparing CIO dashboards and reports for Service Desk

Analyzing Business Requirements and then translate Business Requirements into HP PPM functional requirements.

Played the role of an Implementer of entire Remedy ARS ITSM suites

Gathered requirements from users for attributes needed to develop Service Catalog items.

Identify and recommend the ITIL v3 methodologies to deliver technical methodologies around the ServiceNow platform.

Accountable for producing Technical Design Documents that includes application architecture details.

Created Web services based on requirement to receive incident and problem tickets from external systems.

Wrote Classifiers and identifiers to direct the discovery tool to gather the information of the configuration items without errors.

Automated Hardware Asset Management (HAM) data on dedicated ServiceNow instances to include Financial and Contractual (support vendor) related information.

Enhanced the existing LDAP integration and modified business rules.

Wrote business rules to avoid empty configuration items to be inserted into CMDB after discovery tool runs a scheduled job.

Responsible for the execution and delivery of the ServiceNow application across the enterprise including ITSM, ITOM, Platform, ITBM, Security, and Compliance modules.

Created Data Sources for various external applications. Used Import sets and Transform maps to import data into ServiceNow.

Tracked licensing entitlements and consumption while using ServiceNow SAM to locate, manage, and optimize software licenses throughout the organization.

Created various front end forms and Created Update Sets to migrate customizations from one instance to another instance.

Work on end-to-end implementation with customization. Also worked on the implementation of GRC module from requirement gathering to customization for a project end to end implementation.

Created Email Templates and Email Notifications and Designed Workflows, along with standard Workflow templates which can be reused.

Supported the team responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.

Created various SLA’s as per client requirement with the Incident Management applications.

Work closely with other IT Service Management (ITSM) process owners to promote close alignment and integration with Change Management, Incident Management, Problem Management, and HAM/SAM Management.

Environment: ServiceNow, Windows10, Oracle 11g, AWS, ITOM, CSM, SQL*Plus, SNMP, GRC, UNIX, ITSM Suite 7.1, JSON, jQuery, Web services, SOAP, SQL, XML, HTML, AJAX, Shell scripting, Integrations, Cloud services, ITIL, SCRUM.

ServiceNow Administrator/Analyst TCS, Remote Feb’20 – Jul’22

Responsibilities:

Responsible to look Globally ServiceNow Issues and give trainings for Incident / Problem / Change as per the business needs and updates.

Performed routine troubleshooting exercises for CI errors for WMI (Windows), SSH (Unix), and SNMP (Network) devices during Classification, Identification and Exploration stages of Discovery.

Responsibility to monitor the ITIL Service delivery via process mapping audits and design the procedure.

Providing solution and standardized the ITSM process in bid management to satisfy the customers.

Used advanced data modeling concepts such as Family of Stars, Confirmed Dimensions, and Bus Matrix in order to handle complex situations.

Installed plugins for Customer Service Management CSM, for orders and users.

Implemented enterprise applications and processes for ITAM, Self-Service, SAM, and Discovery

Worked on ITOM like Service Mapping to define business services, troubleshoot the Discovery and mapping process as well as create new Discovery patterns.

CMDB Initiative to revert customizations that has been done before and align data model to CSDM Framework

worked on ServiceNow GRC to identify and manage risks in a single register.

Implemented best practice procedures, techniques, and testing for ServiceNow ITOM/ITSM applications

Data modeling in Erwin; design of target data models for enterprise data warehouse (Teradata).

Responsibility to update the dashboard and reporting tool and make it visible to all the employees

Expertise in Data Modeling using tools likes ERwin & Power Designer along with the hands-on experience in using Forward Engineering and Reverse engineering functionality.

Instrumental in performing pre - commission, Commissioning, Integration, Maintenance and Upgrades to Sprint LTE cell site equipment and auxiliary equipment’s comprising of Ericsson, Samsung, Alcatel Lucent and Nokia Equipment.

Perform LTE Network Integration and commissioning of CDU30 and other network elements.

Analyze, identify, and fix critical network problems during deployment, testing, and integration.

Implementation of different modules of ServiceNow as per requirements and ITIL process - Incident Management, Problem Management, Change Management, Asset Management, and Service Catalogs. Developing integrations both inbound and outbound. SOAP & REST.

Handling Day to day IM / PM and CM tickets per the Priority.

Coordinate Problem Management team and Incident management.

As a team, coordinate with internal and external technicians and stakeholders to craft detailed requirements for integrating the internal HPSM instance with the external ServiceNow instance

Worked on Vendor performance management for evaluate and assigned roles to users.

Integrating HPSM and ServiceNow (or other ITIL ticketing platforms).

Involved in PPM enhancements and integrated with various modules.

Find root cause analyzing about the fail changes and the services.

Collaborated with the functional team to design and implement Customer Service Management (CSM) processes.

Supports implementation and provides requested enhancements to PPM implementation.

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

Responsible to coordinate with the escalation management team on Root Cause Analysis for failed changes.

Experienced in Active Directory, Windows Server, PowerShell, Exchange email and Unix systems

Developed Webservice and REST interfaces both inbound and outbound to SN to address third party application integrations SCOM, HPOO etc.,

Responsible to Develop, evaluate and present weekly and monthly change management metrics to Executive management. Configuration of Foundation data, Process data Transaction data of Remedy ITSM System, CMDB Configuration Item updates.

Administration of Development, QA Production Servers. Custom workflow migration using Migrator Tool, Data loads using Data Import Tool, Data Wizard Tool, and Data Management Tool.

Integration of third party and home-grown applications USIT, TPS, ANTWERP to the ITSM System using Remedy Webservices.

ALTIRIS product Integration using Atrium Integration Engine Reconciliation Engine into Remedy CMDB.

Implemented monitoring infrastructure that included Nagios Core, Distributed Nagios Executor (DNX) for scalability.

Responsible to provide and present the monthly Change Cost Analysis report of the customers to the account’s management team.

Environment: ServiceNow, ITIL, JavaScript, Jellybeans, Web Services, XML, DHTML, CMDB, jQuery, JSON, Remedy Webservices.

ServiceNow Administrator/Developer Meredith India, India Apr’18 – Jan’20

Responsibilities:

Implemented DHCP, DNS, IPAM configuration on the servers to allocate, resolute the IP addresses from Subnet.

Perform system and application configuration and management. Provide level 2 customer support of tickets assigned to the ServiceNow team

Provides analysis of problems while working toward solutions to technical issues

Complete development, configuration and workflow administration to support business processes in the platform

Actively manages the life-cycle of the platform

Document technical architectures that could be clearly understood and immediately used by developers to construct code and unit test

Work in challenging and ambiguous environments

Communicate effectively to team members on a regular basis

Work across functional areas to drive continuous improvement

Strong technical skills, including knowledge and relevant experience in SDLC

Perform system and application configuration and management

Complete development, configuration and workflow administration to support business processes

Participate in the full software development life cycle: Analysis, Design, Coding, Testing, Training, and Operational Support

Environment: ServiceNow, Java, CSS, HTML, Web Services, CMDB, BIRT 2.5.1, SRM 7.6, MS SQL server 2008.

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