Configuration Management Service Delivery

Manoj Naga Sai Sukesh LAMBU

***********@*****.***, 774-***-****.

Professional Summary

●Over 8+ years of experience as a Service-Now Administrator and Developer.

●Experience in IT Service Management & Service Delivery Process (ITIL Framework & CMDB).

●Experience working on Service-Now modules IT Operations Management (ITOM) Configuration like Discovery, Service Mapping, Configuration management (CMDB) & Asset Management (HAM & SAM).

●Experience working on analysis, design, implementation, and testing of Object-Oriented Applications in Client/Server environments.

●Hands-on experience working on ITSM and ITIL frameworks in Service-Now with Service-Now Administration, Incident Management, Knowledge Management, Configuration Management, Change Management, Problem Management, Reporting, Dashboards, Asset Mgmt. Lifecycle, Integration with Web Services, Custom Business Applications, Event Management data sources.

●Experience in Configuration, implementation, Customizations and Integrations of AD, eGRC RSA Archer 6.3 and Knowledge on eGRC Archer 6.7, using Service-Now integrations and Service Graph Connectors and transforming data from source via JSON/XML data feeds. Familiar with SOAP and REST API processes to integrate Service-Now with external tools.

●Worked and lead development of custom and scoped applications from scratch to create custom solutions for customers.

●Developed scripts for scoped applications using scoped API’S and integrated ServiceNow with Google maps using these application.

●Monitoring licenses, monitoring user activity/ sessions, consulting Tableau to defines bugs in patches

●Expertise in developing Client Scripts, Business Rules, UI policies, UI actions, Script Include, SLA Import sets. Created UI Policies including designing UI pages, configuring UI actions, & managing notifications.

●Experience on working with update sets to move the customizations while switching instances.

●Experienced in implementing and managing Service Now Field Service Management (FSM) solutions to streamline field service operations, improve work order mgmt, optimize technician scheduling.

●Integrated FSM with Service Catalog and Knowledge Management, enabling field technicians to access crucial resources in real time.

●Emphasize your proficiency in App Engine Studio, including application development, workflow automation, and UI design.

●Optimized the performance of applications built in App Engine Studio by fine-tuning configurations and implementing best practices.

●Created Catalog items, workflows, inbound email actions for the service requests.

●Experience in Design, manage and analyze CMDB (Configuration Management) configuration items and its integrations like Infoblox, Equip-DBand, and SCCM Expertise in scripting using Java Script.

●Experience in Database Management System. Goal oriented individual with excellent analytical, problem-solving, critical thinking, reporting, bug fixing, communication and interpersonal skills with the ability to interact with individuals at all levels and work independently.

●Experience in working with different modules in ITAM, ITOM, CMDB and HRSD.

●Experience on creating reports and e-mail notifications Experience working on SaaS (Software as a Service) based tools, with focus on implementing ITIL processes. Developed reports as per requirements from management.

●Experience in creating and managing Service Catalogs, Record Producers, Order Guide, & UI Pages.

●Developing java scripts and configuring workflows to implement additional features, customizations and enable the process flow.

●Establish connection from within the Service-Now Microsoft SCCM application to the SQL Server in which Microsoft SCCM stores its data objects. Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.

●Documented all implementations and best practices defined within the team. Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases. Post roll out production support. Experience of handling Bug Fixes and Enhancement requests.

●Experience in Installation and Configuration of different modules and plugins in Service-Now. In depth knowledge on technical implementation on various modules of Service-now like Incident Management, Problem Management, Change Management, Configuration Management.

●Experience with complex integrations within the ITSM environment such as Service-Now - Siebel, Service-Now - Web service integration with third party application, BMC Remedy and Tally.

●Integrating Service-Now with different 3rd part integrations using REST and SOAP API calls. Very good experience in Creating Workflows (Schedule Workflow), Applying Business Rules and UI (Themes, Style Sheets, Layouts, Frames, Configuration Page).

●Highly knowledgeable of ITSM Business process framework with strong documentation skills, experience working in internet/web environments.

●Integrated Service-Now with a third-party product to store all the credentials to maintain security of the credentials.

Technical Skills

Languages : JavaScript, Python, SQL, C, C++, ASP.NET, Shell Scripting, CSS, XML.

Framework & Tools: Service-Now, PyCharm, MS Visual Studio, Microsoft Project

Anaconda Navigator, Code Igniter, Spider, Postman, Win merge

BI Tools : Service-Now Performance Analytics, Tableau, Power-BI, MS Excel.

Databases : MySQL, Oracle, MongoDB, Microsoft SQL Server, SQLite

Version Control : GitHub, CVS, Tortoise SVN

Cloud Platform : AWS, Azure, Google Cloud Platform (GCP), OCI

Other Concepts : IAM, Integrations, Data Structures, Algorithm design, Jira, Agile

Education & Certifications

Bachelor of Technology in Electronics & Communication Engineering, JNTU Kakinada, India.

AWS Certified Solutions Architect Associate.

Service-Now Certified System Administrator (CSA).

Oracle Cloud Infrastructure Certified Data Science Professional.

Oracle Cloud Infrastructure Certified Multi Cloud Architect.

Professional Experience

Client: Binder Dijker Otte (BDO) July 2023 – Present

Role: Sr. Service-Now Administrator

Responsibilities:

●Extensively involved in requirement analysis, implementation, enhancements and customizations of different applications, modules in ITSM.

●Service Catalogs, Service Portals, Discovery CMDB, Hardware Asset Management, Performance Analytics, Custom and Scoped Applications etc.

●Created custom and scoped applications to Customer based on the business needs.

●Working on an Agile Development team to deliver regular updates and delivery of the Service-Now.

●Developed and modified many existing Catalog items as per the project requirement provided by the stakeholders.

●Have very good understanding about the Studio and have worked in pushing the data to Git hub repository while working on scoped applications.

●Developed Tables, Views and Stored procedures in HANA environment as part of the Celonis process mining tool implementation.

●Created scoped applications on a regular cadence and publish them to a repository or the Service Now Store.

●Configured Email notifications and created inbound email actions for various approval and service request tasks.

●Also worked in process mining and finding RPA opportunities using Celonis.

●drive end-to-end implementation of the Process Mining engagements across various customers and industries.

●Conducted regular audits and reconciliations of IT assets to maintain up-to-date records and ensure compliance with organizational policies.

●Responsible for participating in the support of the processes, tools, and methodologies to drive consistent IT Asset Management (HAM & SAM).

●Used Software Asset Management (SAM) to systematically track, evaluate, and manage software licenses and software usage.

●Implemented Software Asset Management (SAM) Extensions plugin automatically on all new instances of Service-Now.

●Monitor and perform ServiceNow admin activities which involve user and group administration.

●Integrated FSM with the Service Catalog for easier submission and tracking of service requests by users.

●Implemented and configured Service Now FSM to streamline work order management, reduce response times, and improve overall service delivery.

●Collected customer feedback on service delivery through Service Now FSM to identify areas for improvement and enhance service offerings.

●Administrate the ServiceNow Platform utilizing 3 Instances for Daily Operation involving all aspects of the platform across the Enterprise for various functional groups.

●Customized the applications using Business Rules, Client Scripts, UI Actions and UI Policies and external data load using Transform maps based on the application requirements & roll out the customizations to upper environments using Update sets.

●Managed data with Tables, the CMDB, Import Sets and Data Sources.

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

●Adept with different software development methods (SDLC) like Waterfall and Agile (SCRUM) Method.

●Experience gathering and documentation of requirements, acceptance criteria and other artifacts using the SDLC application in Service-Now.

●Configuring Service-Now HAM modules and customizing them to meet specific organizational requirements.

●Managed the end-to-end application lifecycle, from ideation and design to deployment and maintenance, using App Engine Studio.

●Utilized App Engine Studio to create low-code/no-code applications, reducing development time and enabling rapid prototyping.

●Ability to manage the complete lifecycle of hardware assets (HAM) within Service-Now. Including procurement, deployment, maintenance, tracking, and retirement.

●Utilized the CMDB to track hardware assets (HAM), establish relationships, and ensure data integrity.

●Extensive knowledge in performing IRM Compliance activities such as User Access Reviews and IT Access Reviews defined by the company.

●Implementing Service-Now ITOM product, including Discovery, Service Mapping and Active Directory Password Reset (Orchestration) Applications.

●Excellent knowledge of the Agile / Scrum and Waterfall methodologies for Software Development Life Cycle (SDLC).

●Involved in running the jobs to push the data into the application using Import Sets and Transform Maps. Generated weekly reports and metrics for IT management.

●Created various workflows for Incident & Change Management, Service Requests & SLA’S.

●Good understanding and experience using Microsoft Office, including the ability to read Excel macros to translate them to RPA solutions and/or integrations.

●Identify and communicate the technical infrastructure requirements to design RPA process solutions in accordance with standard RPA design principles and conventions.

●Expertise in RPA processes, including requirements gathering, solution designing, coding, testing, debugging, documentation and implementation.

●Provided the RPA solutions to accelerate/improve the Business processes.

●Strong skills in application of RPA business processes at the enterprise level.

●Involved in process automation collaborations with business users globally to analyze business processes, recommend RPA based solutions for the processes, & develop robots using UIPath software.

●Experience implementing data encryption at rest and in transit for Now Mobile applications.

●Experience with MAM solutions and their integration with Now Mobile.

●Experience setting up CI/CD pipelines for Now Mobile applications.

●Support and analysis of business processes at operational level, provide recommendations and potential RPA solutions for individual process integration.

●Hands on experience in Robotic Process using UiPath, Automation Anywhere

●Worked on various aspects of application design and development cycle with both functional and technical expertise in Ariba Buyer, Invoicing, ACP (Ariba Category Procurement), SAP Cloud Platform Integration, CIG (Cloud Integration Gateway), ACW (Ariba Contract Workbench), Ariba Sourcing, SPM (Supplier Performance Management).

●Incident, Problem, Change, Release, Knowledge, SLM, Service Catalog, SCRUM, Configuration Management Database, Content Management.

●Knowledge of integrating Flow Designer with external systems and services using the Integration Hub.

●Experience in working with Flow Designer, showcasing ability to design and automate workflows using the visual interface.

●Ability to effectively test, troubleshoot, and debug workflows in Flow Designer.

●Working with variables and data mapping in Flow Designer.

●Identify automation opportunities, and design optimized workflows using Flow Designer.

●Performs maturity assessments on ITAM and CMDB customer processes.

●Consult auditors and Information Security leaders on all GRC tasks.

●Experienced in performing testing on both SAP and Service-Now (SNOW) with knowledge in SAP modules such as P2P (buying, Invoicing, MM, SD).

●Facilitate requirements gathering, document requirements and translate them into stories on Service-Now Agile Development module.

●Apply Agile methodology to elicit requirements and process flows for federal customers using interviews, document analysis, requirements workshops, surveys, business process reviews, and task and workflow analysis.

●Build process roadmaps for ITAM, and CMDB processes.

●Performed integration between service watch and Service-Now CMDB.

●Modelled and developed service maps within the platform.

●Integrated service watch with monitoring solutions. From Safe, created an epic which is the largest unit of work. An epic can be continuously worked through multiple program increments.

●Developed Service-Now integrations for Single Sign-On (SSO), xmatters, Office 365 integration using Orchestration, LDAP, BDNA (Technopedia) and Software Center (SCCM) integration.

●Developed custom integrations using REST and SOAP APIs, complex workflows, proficient in MID server configuration.

●Design and implement business solutions on the Service-Now ITSM platform.

●Integration with other Service-Now instances and other systems like Netcool, Autosys, Azure. Implemented Discovery and managed operations, installed MID Servers on remote desktops. Worked on Orchestration and service mapping.

●Maintained the Service-Now modules and software licensing functionality.

●Worked with reporting and configuring service level agreements (SLAs). Worked on Workflow administration, Reporting, Form/UI configurations, Notifications, data imports, custom scripting. Involved in designing and configuring new functionality using Business Rules, Client Scripts, UI Policies, Access Lists in Service-Now.

●Designing architectures for ITAM systems including integrations with financial, HR and other IT systems and ITIL processes. Experience in project management and detailed technical planning.

●Implementing ITAM processes, policies and procedures. Assessing existing ITAM systems for improvements.

●Worked on Service-Now components such as Service Desk, Change Management, Asset Management, CMDB, Knowledge Management, Mobility, and Service Request Management.

●Expert in Export, Import and SQL*Loader Utilities. Expertise in RDBMS development including Oracle SQL, PL/SQL database backend programming with stored procedures, Functions and packages, Forms and Reports.

Client: Integrity Marketing Group May 2022 – June 2023

Role: Service-Now Developer

Responsibilities:

●Implementing Change Management and Problem Management in Service-Now.

●Introducing Service Catalog and Service Portal to the end-user community.

●Conducting workshops and collaborating with business teams to understand their processes and convert them into Service-Now requirements.

●Developing workflows to automate the process of approvals and notifications in Change management and Service Request Management.

●Designing home pages for the Management to give an overview of the incident/problem/change handling.

●Managed comprehensive monitoring and auditing of software licenses to ensure compliance with contractual terms and organizational policies.

●Collaborated with vendors to negotiate contract terms and renewals, achieving cost savings through strategic license optimization.

●Developed and delivered comprehensive training materials and user documentation for Employee Center Pro, enabling a smooth transition and minimizing post-implementation support requests.

●Configured and customized Employee Center Pro modules, including Case Management, Knowledge Base, Service Catalog, and Integrations, to meet specific business requirements.

●Customized Field Service Management modules (FSM) in Service Now to meet specific business needs, improving service delivery and operational efficiency.

●Implemented Field Service Management (FSM), Customer Service Management (CSM) and HR Service Delivery (HRSD) from scratch in Client Instance.

●Deploying data transfers between ITAM, SAP, DDM, FTP and cross platform transfers via Connect-It.

●Experience in using Service-Now HAM to track and monitor hardware assets, including asset tagging, barcode scanning, and asset reconciliation.

●Knowledge of managing vendor relationships and contracts within Service-Now HAM.

●Expertise in designing and implementing automated processes for hardware asset management (HAM).

●Utilizing Service-Now HAM to ensure compliance with regulatory requirements.

●Developed new SLAs based on the business processes involved which includes creating/updating the Service-Now Calendar to keep in sync with the Organizational calendar.

●Created Scheduled Reports for incident, problem, SLA based on the business requirements.

●Worked with the Discovery team to auto populate the CMDB.

●Taking care of Service-Now Support Queue for city employees which includes User administration, Group administration, Role’s administration, Reports creation.

●Creating new enhancements in Service Now based on the customer requirements.

●Updating/Creating new ACLs for reporting team to access incident metrics, to prevent ITIL users from deleting approvals in the system etc.

●Represent Service Now at Change Advisory Board (CAB) meetings.

●Coordinating with Service-Now to plan the maintenance and patching accordingly.

●Integrating Nexpose with Service-Now for auto-incident creation upon vulnerability detection. Updating the SSO certificates for Azure ADFS.

●Customizing the approval form on both service portal and UI16 to make comments mandatory on rejecting.

●Knowledge of technical components such as LDAP, VPN, SSL and other such technologies.

●Worked on integrating Service-Now with external SOAP and REST based web services Used JMS integration to fulfill the requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.

●Experience in providing end to end production support for Archer GRC application.

●Worked with windows team, network team and Asset team to verify the data collected via DISCOVERY created various workflows for Incident, Problem, and Change Management Service Requests.

●Created UI Pages, Macros for CMS using AngularJS, HTML and CSS. Coordinated Service-Now environment/form back-end customizations. Notified clients and updated documentation.

●Responsible for closing the open Incidents, Problems and Enhancement requests and communicating with the customer the status of the request, to ensure a timely customer satisfying result.

●Responsible for providing analysis of problems and resolutions or fixes for the production issues related to the Service-Now platform within SLA’s.

●Created Event transforming Rules, Event Mapping Rules, Alert rules and Event Assignment Rules. Involved in working with CMDB, populating CMDB by importing the data of IT assets into the system.

●Developed and implemented a detailed plan, on upgrading the platform from Jakarta to Kingston and then to London following ITIL best practices.

●Involved in Creation and modification of various Access Controls (ACL’s), Business Rules, Script includes Ajax Query, Jelly Scripts, UI Actions and UI Policies.

●Created Update Sets to migrate customizations from one instance to another instance. Created Email Templates and Email Notifications.

●Designed Workflows along with standard Workflow templates, which can be reused.

●Developed reports as per requirements from management. Technical Environment: Service-Now, SQL, JavaScript, Business Rules, UNIX, Web services, SOAP, SQL, XML, HTML, AJAX, Integrations, Cloud services, ITIL, SCRUM.

Client: Express Scripts AUG 2019 – Apr 2022

Role: Sr. Service-Now Developer

Responsibilities:

●Designed and developed the web front-end code using efficient, maintainable, and modular HTML/JavaScript/CSS code Provide responsive web design development to websites used as template to integrate basic CSS.

●Analyzed the present site model &planned steps to be followed for updating the site.

●Worked on cross browser and platform compatibility. Worked with different browsers like Google Chrome, Internet Explorer 11, Mozilla Firefox and Safari.

●Used Responsive designing to track the number of people visiting the website. Developed the jQuery widget with functionality of progressively enhancing the look and feel of a web page.

●Implemented AJAX functionality using JQUERY, JSON and XML. Used Video and Audio standards using HTML 5 for the company products commercial videos.

●Maintained high coding standards and practices and exercised quality control on all aspects of web development.

●ITOM, ITSM delivery and support for multi-Site.

●Service Catalog (Request Item, Order guide and record producer) has been created based on client requirements.

●Workflow has been created to support the approval workflow and task assignment.

●Coordinated with various stakeholders and offshore team on day-to-day issues Service-Now Application UI Configuration, Workflow Configuration, Data Loads using import sets, development of reports & metrics for executive management.

●Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating Service-Now with other systems and customization.

●Progressively enhance form elements with jQuery to add more robust functionality. Worked closely with the Web Development and QA teams to build, test and release site implementations.

●Involved in writing client-side validations using Java Script, AJAX.

●Resolved the issues, errors and problems encountered across website implementations.

●Managed and prioritized workload between project and maintenance tasks.

●Environment: HTML, XHTML, CSS, JavaScript, JQUERY, JSON, AJAX, JAVA, Oracle, Usability Testing, XML.

Client: Genpact July 2016 – Aug 2019

Role: Service-Now Developer / Service-Desk Support

Responsibilities:

●Involved in daily, weekly and monthly meetings with clients on the work progress and discussions on the upcoming work.

●Designed a company-wide service catalog that offers a collection of services.

●Involved in customization of UI for knowledge base, Configured and retrieved the service catalog items from the databases for user friendly in new CMS UI pages.

●Involved in designing, development of Home Page, Place Order for Service Catalog, Knowledge base, create a service ticket, schedule a call from the service desk and schedule a time for solving the issues with one to one personally.

●Created update sets for configuring in different instances i.e., temp, test, uat, dev and production instances. Met all service level agreements (SLA's) and delivered all significant results and deadlines.

●Managed the activation status, profile, and roles assigned to each user and groups in Service-Now.

●Performed testing in Service-Now DEV, UAT and Post implementation validation of IT Service Management releases. Gathering and analyzing requirements to submit enhancements requests to improve the incident ticketing system through automation and improve SLA of tickets completion.

●Created custom reports through the report module in Service-Now.

●Involved in all process improvement documentation, diagrams & Knowledge base tutorials used by the Admin team & uploaded each document to the SharePoint Site.

●Interface with Global Process Owners and Production Assurance work streams to ensure tool functionality meets business needs.

●Create, monitor, modify, and publish service catalog workflows with approvals. Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.

●Build the forms as per the requirements to meet the business needs.

●Worked in Agile methodology environment.

●Good knowledge in scripting to write the Business rules and Client scripts.

●Designed the form layout and modified the user interface using UI Actions and UI Policies. Developed new service catalog items and fix bugs in incident and change management.

●Has been part of end user self - service portal management.

●Designed the layout, CSS, dynamic content for the End User Self-Service Portal design. Customization of service portal Home Page using various widgets and Gauges. Service-Now Administration and Production support including maintenance of lower environment instances, lower life cycle instances.

●Worked with Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists etc. in ITIL/ITSM V3 processes.

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