Customer Service Management

Name: NAVEEN ERRA

Mobile: +91-995*******

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

Objective:

Highly skilled IT professional with Around 3 years of experience in ServiceNow. Proficient in the ITSM suite, HRSD, integrations, ITOM CMDB & Discovery, ServiceNow scripting, and integrations. Demonstrated ability to design, implement, and manage ServiceNow solutions to streamline IT processes and improve operational efficiency and collaborating with cross-functional teams, gathering requirements, and delivering solutions that meet organizational objectives. Seeking a challenging role with a progressive organization to further develop my skills and contribute to mutual growth and success.

Profile Summary:

Almost 3 years of experience on the ServiceNow platform as both Developer and administrator.

Extensive hands-on experience in implementing IT Service Management (ITSM) solutions, specializing in ITSM Modules, Service Catalog, CMDB, Mid Server, Discovery, and Service Portal development.

Proficient in deploying ITSM Applications including Incident, Problem, Change, Knowledge management, and Service catalogs.

Skilled in Automation Testing Framework (ATF) for test case automation and defect management using ServiceNow Bug tracker.

Strong knowledge and practical experience in ITIL processes.

Worked on Customer Service Management (CSM), facilitating business customer roles.

Proficient in CMDB management, including CI relations and data import.

Experienced in client interaction, handling requirements, solutions, and knowledge sharing within ServiceNow.

Familiar with demand management related to IT Business Management (ITBM).

Comprehensive understanding of the Software Development Life Cycle (SDLC).

Expertise in ServiceNow customization through Business Rules, Client Scripts, UI Policies, and more.

Hands-on experience with email notifications, inbound actions, reports, and gauges.

Proficient in ServiceNow security implementation.

Worked on integrations using Rest API and Soap.

Proficient in creating and customizing Catalog items, record producers, and user guides.

Experienced in designing and customizing complex workflows and activities, including EMPLOYMENT DETAILS:

Working as a ServiceNow Developer with, ZENSAR

TECHNOLOGIES Since May 2022 to Till Today.

PROJECTS – ROLES & RESPONSIBILITIES:

Project #2 NatWest Groups

Role ServiceNow Developer

Responsibilities Worked on CMDB created identification and reconciliation rules to update CMDB CI’s.

Maintaining CMDB health Completeness, Correctness and Compliance.

Worked on change tasks to update CMDB.

Worked on CMDB requests to insert or update CI into CMDB.

Created transform maps mapped fields and created transform map scripts to update CDMB.

Worked on Incident management, Knowledge management, Service level management and Request fulfilment.

Design and implement new functionality using Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages and Script Includes.

Service Catalog and Request Workflow Design.

Customized Incident/Problem/Change/Service catalog applications using Business rules, Client scripts.

Client scripts, Business rules, UI Policies, Access Controls and UI Actions are written to provide validations and buttons and to limit access privileges in Incident, Service catalog modules.

Responsible in building Catalogs, Catalog categories and Record producers.

Defined users, groups and roles and providing accessing permissions

Developed Incident, Service Level Management (SLM) and Service Catalog modules.

Process flow is configured for Incident Management based on various states of ticket.

Generic Workflow designed for Service Catalog items as per client requirements.

Notifications configured on Incident management to send mails to responsible persons at different stages.

Worked on CSM where the roles and approvals are enabling to business customers.

Imported the data to CI Tables via XML as per the client requirements. Worked on with CMDB related dashboards.

Also worked for External Customers where we need to give access to mail or chat via CSM.

Creating and maintaining scheduled jobs.

Project #1 Vertex Services

Role ServiceNow Developer

Responsibilities

Working with client and functional requirements within Service Now.

Worked on customizing Incident, Problem and Change management screens using Client Scripts, UI Policies, UI Actions and Business Rules.

Design and implement new functionality using Business Rules, UI Policies, and Access Lists.

Created reports and adding reports to dashboards to show all Policy/Procedures, Entity, and Controls.

Designing the Content Management System for Varian system, which involved layout, CSS and service catalog work.

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

The service we also provide to clients is a semi-managed service for administering their Service desks that has been implemented. This includes various administration tasks within Service desk software.

Designed many email templates by using html, jelly scripting, and used them in notifications.

Created schedule job to trigger notifications in Daily, Weekly and Monthly bases.

Worked on client scripts, business rule, UI actions, notifications, script includes, transform maps.

Involved in gathering the requirements, documenting the requirements and get those signed off from client and parallelly working on implementing the solution technically.

Following the Agile methodology by call with scrum master as well as with team members for the new enhancements in the project.

Customizing the processes as per the business requirements.

Provided consultation to the client for complex business problems facing by the client.

Revamped the Service Portal and make portal more user friendly. Working independently on Service Portal area for developing widgets. Customized the portal based on all custom departments.

Worked on ServiceNow notifications, inbound actions, and notification scripts in this project.

Also working on HR Modules like developing the record producers, catalog items and order guides and creating the workflows as per the client requirement in different scopes.

Got the exposure in all aspects like supporting, Quality assurance, consulting, managing the team.

Created multiple templates for the HR support team using document builder a custom module in the project.

Working on service portal named ‘connect’ which is used by the employees and management.

Creation of roles and groups.

Creation of the CI’s using import sets and transform maps.

Worked on 3rd party Integration tools like rest and soap integration.

Worked on outbound integration and in bound integration.

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