Change Management Problem

Jangam Karthik

Phone : 833*******

Email : ***********.**@*****.***

Professional Summary

● An experienced professional with 3 years of Development and Administration of ServiceNow, Analysis, Design, Development, Testing and Deployment in ITSM, ITOM, CSM, Service portal and Integrations

● Leveraging knowledge and experience to deliver end-to-end methodologies within ServiceNow.

● Includes technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing.

● In-depth knowledge of the ServiceNow implementation of Change Management, Incident Management, Problem Management, Service Request Management, Service Level Management (SLA), Automated Test Framework (ATF), Performance analytics and Reports.

● Development effort, interfacing with vendors and management, and coordinating effort of administrators.

● Good experience in developing Workflows and Flow designer in customizing the applications in ServiceNow using java script.

● Experience in creating the custom Applications, Modules in ServiceNow as per the requirements.

● Experience in working on the ITIL Process configuration like Incident, Problem Management and Change management.

● Experience on various ServiceNow customizations as per client's requirement.

● Experience on the implementation and maintenance of Business Rules, Client Scripts and UI Policies.

● Experience in configuring the SLA’s for various ITIL processes as per the client requirements.

● Experience in working with the workflows using ServiceNow workflow editor.

● Expertise on defining workflows in Service Catalog items, Approvals and Dynamic tasks in Servicenow.

● Constructed new applications and modules, created new client scripts, business rules and UI policies to make client-side changes in ServiceNow.

● Experience in working with UI Actions, UI Policies and Data Policies in ServiceNow.

● Experience in working with service portal development.

● Experience in working with SOAP integrations and Spokes with multiple third-party applications.

Technical Skills:

● ServiceNow (ITSM, ITOM, CSM, Service portal, Integrations)

● Languages: HTML, CSS, XML

● Scripting: JavaScript, jQuery.

Certifications:

● CSA-Certified system Administrator.

Educational Qualifications:

● Bachelor of Technology from JNTU Hyderabad in the year 2019. Professional Experience:

● Worked as a ServiceNow Developer at COGNIZANT TECHNOLOGY SOLUTIONS. Project - 1

Project Name : TSC (ServiceNow development & Support) Client : TSC

Duration : Oct 2023 to May2024

Description: This project is to migrate the TSC environment from BMC to ServiceNow by following agile methodology. As part of this project, I worked on the migration of catalog items from BMC helix to ServiceNow.

Roles & Responsibilities:

● Participated in weekly client calls to explain production support activities based upon documented support procedures.

● Driven the continuous improvements of our implementation methodology and service offerings based on client experiences.

● Advised on options, risk and impacts on business processes and technical solutions.

● Communicated technical problems and solutions to both technical and non-technical audiences.

● Experience in development of custom modules.

● Worked on Catalog item implementations.

● Functional knowledge on ServiceNow Configuration, Incident, Change, Problem and Service Catalog Management and Email notification and Email Templates, schedule jobs and order guide, record producer, Service Portal, workflows, SLA’s, Update sets, Import set, Ui policies, Ui actions and business Rules.

● Service now implementation experience in ITSM modules.

● Creating and Updating Service Catalog items.

Project - 2

Project : Givaudan

Client : Givaudan

Designation : Software Engineer

Role : ServiceNow Developer

Duration : Feb 2023 to Oct 2023

Description: As part of this project, I worked on the production support to handle the incident and enhancement to be handled by coordinating with L2 and L3 teams on the platform. In the second phase of the project handled Service portal development. Roles & Responsibilities:

● Worked on the Background scripts to update, delete the records in the database.

● Creating the groups and adding the users.

● Participating in the deployments of development teams requirements.

● Deploying the xml of groups to lower environments.

● Contacting the caller when required.

● Follow the SLA timelines for tickets.

● Arrange the reports in dashboards according to the requirements.

● Modify the workflows for the catalog items.

● Import the data by using transform maps into custom tables. Project - 3

Project : WK I A M

Client : Wolters Kluwer

Designation : Software Engineer

Role : ServiceNow Developer and Admin

Duration : May 2022 to Jan 2023

Description: WK IAM is part of Wolters Kluwer’s Identity and Access management team related project, in this we have to develop the IAM related catalog items and integrate incident with the OpsRamp tool bidirectional for incident create, update and manage attachments in incident, service mapping in the ITOM development for WK.

Roles & Responsibilities:

● Integrated OpsRamp Tool with servicenow to insert, update and manage attachments of incidents bidirectionally.

● Using transform maps to import data into AD groups.

● Worked with import and update sets.

● Development of service catalog which includes creating new catalog items and modifying the existing IAM catalogs.

● Working on building catalogs, categories, catalog items, and record producers.

● Creating SLA’s and participating in running SLA’s and responsible for closing successfully.

● Writing catalog client scripts and UI policies.

● Creation of catalog Items with Variables and Variable sets.

● Gathering requirements from client creating catalogs items.

● Writing business rules, client scripts, UI actions and UI Policies as per the client requirement.

● Using workflow Editor for creating workflows.

● Involved in incident reporting and change reports to track the process of repairs and determine the current quality of the application.

● Worked with update set to move the Configurations from developer instance to Staging instance.

Project - 4

Project Name : Learfield IMG (ServiceNow development) Client : Learfield IMG

Duration : Oct 2021 to April2022

Description: As part of this project, I worked on service catalog development, SAP integrations and enhancements and developed the service portal and implemented ITSM. Roles & Responsibilities:

● Worked on integration with third party tools and ServiceNow.

● Understanding the business requirements and converting them into functional solutions within ServiceNow using mentioned ServiceNow skillset.

● Worked on integration with ServiceNow-to-ServiceNow integration

● Worked on client-side scripting and server scripting.

● Took ownership of tasks which are assigned from multiple clients and provide solutions to them within stipulated time.

● Document all the changes and attach them to scrum stories.

● Worked on creating service catalog items and workflows and flow designers specific to business requirements.

● Used Agile methodology by having a status call with the client as well as with the team.

● Worked on client scripts, business rules, Ui actions, notifications and inbound actions. Declaration:

I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned.

Karthik Jangam

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