Change Management Servicenow Developer

SAI ADDADA

ServiceNow Developer

Location: New Haven, Ct, 06515 Ph: +1-732-***-**** Mail: ********.********@*****.***

PROFESSIONAL SUMMARY:

•Around 5 years of experience in ServiceNow development, administration, and ongoing maintenance.

•Hands-on experience implementing various IT processes on the ServiceNow platform, including Incident and Problem Management, ESS, Change Management, HR Catalog, Service Catalog, PPM, and other modules.

•Extensive experience in IT Service Management (ITSM) within ServiceNow, focusing on Service Catalog, Requirement Fulfillment, Self-Service Portal, Incident Management, Change Management, Problem Management, and Learning Management.

•Expertise in developing KPIs and generating ITSM performance metrics reports using the ServiceNow Performance Analytics Module.

•Proficient in gathering and documenting requirements, acceptance criteria, and other artifacts using the SDLC application within ServiceNow.

•Skilled in configuring and administering ServiceNow applications and building custom applications without requiring scripting.

•Actively participated in process design sessions and documented ITIL process flows for modules like Incident, Change, Configuration, Problem, and Service Catalog.

•Collaborated with development, security, infrastructure, and operations teams to specify, configure, deploy, and manage scalable and highly available applications and services on the AWS platform.

•Experience working with HRSM applications for managing employee onboarding and offboarding processes within ServiceNow.

•Worked closely with infrastructure and operations teams to integrate existing infrastructure with AWS and troubleshooting integration issues.

•Configured Event Management (ITOM) by setting up connector instances and definitions to monitor and manage events effectively.

•Experienced with IT Operations Management (ITOM) on BSM Map, Discovery, Cloud Provisioning, and Event Management.

•Developed JavaScript and configured workflows to implement additional features, customizations, and enable process flows.

•Developed solutions utilizing JavaScript to deliver solutions that automate and audit business processes through UI Policy, Client Script, UI Action, and Business Rules.

•Strong knowledge of XML technologies, including XPath expressions, regular expressions, and XSL style sheets.

•Configured ITIL Management applications using ServiceNow, with a strong understanding of ITIL V3.

•Hands-on experience with Knowledge articles, incidents, CMDB, and dictionaries, and developed CMS in ServiceNow.

•Maintained Single Sign-On integration and worked on various web services integrations using SOAP and REST.

•Proficient in web technologies such as XML, HTML, CSS, JavaScript, and Web Services.

•Experienced in creating Client Scripts, Catalog Client Scripts, UI Scripts, and UI Policies, as well as creating catalog items, workflows, inbound email actions, and update sets for service requests.

•Solid knowledge of JavaScript, HTML, XML, XSLT, XPath, CSS, Jelly, AngularJS, and ServiceNow-specific Glide APIs.

•Well-versed in technologies like J2EE, HTML, XML, JavaScript, AJAX, AngularJS, Web Services (REST, SOAP), IBM WebSphere, JBoss EBS, Oracle, SQL Server.

•Hands-on experience with integrations such as LDAP, SSO, CHEF, JIRA POC, and Remedy E-bonding.

•Solid understanding of Object-Oriented analysis, design, and application development.

•Extensive experience in developing user interfaces and professional web applications using HTML4/5, XHTML, CSS3, JavaScript, JSON, AJAX, and XML.

•Always prepared with templates for collecting requirements or data related to incidents, problems, SLAs, CMDB, Software Asset Management, Hardware Asset Management, etc.

TECHNICAL SKILLS:

Source Control Tool

Service - Now (ITSM Tool), ITOM, PPM, JavaScript, XML, Java, HTML, CSS, SOAP, Ajax, REST.

Scripting Languages

C, C++, Core Java, Shell Script XML, Ajax, HTML, CSS

Database Tools

MySQL 5.0.1, DB2, Oracle11g

Web Technology

ASP. NET, JSP, Servlets

Web Servers

LDAP, SSO, ITIL, Web Services

Version Control& CI/CD

Git, GitHub, Jenkins, GitHub Actions, CI/CD Pipelines

Software Methodologies

SDLC, Waterfall, Agile, XP, Scrum

Cloud Platforms

AWS, Azure

Agile & Project Management

JIRA, Agile Methodologies, Sprint Planning, Retrospectives, Daily Stand-Ups

Soft Skills:

Time Management, Leadership and Management, Problem-solving, Negotiation,

Decision-making, Monitoring, Documentation and Presentation, Verbal Communication, Interpersonal Skills.

PROFESSIONAL EXPERIENCE:

GE HealthCare Aug 2023 - Current

ServiceNow Developer

•Collecting detailed business and technical requirements from clients to drive the development of Service Requests.

•Skilled in analyzing, developing, and automating ITSM processes, including Incident Management, Change Management, Asset Management, Service Requests, and Configuration Management, along with setting up and configuring the MID Server and Configuration Item Discovery.

•Proficient in software configuration and customization, including UI adjustments, workflow management, data imports, custom scripting, introducing new features, and homepage personalization.

•Configured and maintained user interface elements, such as forms, lists, views, UI policies, UI scripts, UI actions, view rules, welcome page content, and map pages across ServiceNow modules.

•Created business rules, script includes, client catalog scripts, and client scripts to meet business needs.

•Managed system properties related to My Company, UI, CSS, System, Email, Approval, LDAP, Applications, Security, Users, and Groups.

•Developed and customized various front-end forms, along with associated Client Scripts and UI Policies, including advanced modifications to UI Pages and Macros.

•Created reports, gauges, and homepages tailored to specific business requirements.

•Guided customers in realizing the business value of the CA Clarity PPM tool, designing and implementing solutions for Project Management, Portfolio Management, Financial Management, and Time Management.

•Established processes to monitor and evaluate the performance of key portfolio components, including conducting risk and benefit analysis during Phase Gate reviews.

•Optimized and balanced portfolios to enhance both performance and value delivery, while assessing trade-offs between immediate and long-term portfolio goals.

•Utilized update sets to manage and transfer customizations between systems effectively.

•Administered data within Tables and CMDB, and contributed to the end-to-end implementation of CMDB modules, ensuring proper configuration and data management.

•Configured and customized key ServiceNow modules, including Incident, Problem, Change, Service Catalog, and CMDB.

•Developed and maintained Service Catalog items, implementing complex workflows, approvals, and SLAs.

•Administered user accounts, roles, groups, and permissions to ensure secure and appropriate access.

•Streamlined routine tasks through automation using Flow Designer and Workflow Editor, improving operational efficiency.

•Integrated ServiceNow with external systems via REST/SOAP APIs to facilitate seamless data exchange and automate processes.

•Conducted system audits, monitored performance, and resolved issues to maintain platform stability and functionality.

•Provided technical support and training to end-users to enhance their use of the ServiceNow platform.

•Documented configurations, customizations, workflows, and integrations for future reference and ongoing support.

•Led ServiceNow application development, including configuring Service Catalogs, email notifications, data imports/exports, and reports.

•Managed system configurations, documented user and process requirements, developed workflow customizations, and collaborated with quality assurance teams.

•Played an active role in Utah release testing, validation, and deployment activities.

•Gained experience with Customer Service Management (CSM) and Service Portal.

•Managed and enhanced the data migration program, incorporating upgrades and improvements.

•Administered the Configuration Management Database (CMDB), managing data using import sets, update sets, and transform maps.

•Documented business requirements and processes and developed tailored solutions to meet customer needs.

•Adjusted operational, production, and resolution categorization structures according to customer workflows.

Environment: ServiceNow Modules (Incident Management, Change Management, Problem Management, Service Catalog, CMDB, HRSM, ITOM, ITSM), JavaScript, SOAP/REST APIs, UI Policies, UI Actions, Business Rules, Script Includes, Glide API, Jelly, HTML, CSS, XML, ITSM Processes (Incident, Change, Problem, Configuration Management, Asset Management, Service Requests), Flow Designer, Workflow Editor, MID Server, Discovery, Performance Analytics Module, Cloud Integration (AWS, SSO, LDAP, CA Clarity PPM), Jira, SQL, GIT, Agile, ITIL V3.

Tech Mahindra – India May 2020 – Jul 2022

ServiceNow Developer

•Designed and developed RESTful APIs using Spring Boot and Spring MVC to expose business logic to the front end, improving data accessibility and integration with client applications.

•Led the technical implementation of various ServiceNow modules, including Change Management, Incident Management, Problem Management, Service Catalog, and Configuration Management.

•Applied best practices in ServiceNow scripting to enhance system performance and optimize efficiency.

•Managed and maintained the ServiceNow instance, including configuring users, companies, sites, locations, support groups, assignment rules, categorization, CI data, SLAs, and more.

•Played a key role in the implementation and configuration of Service Catalog and request workflows.

•Experienced in integrating external systems with ServiceNow, including Email, LDAP, and Web Services (SOAP and REST).

•Developed Service Catalog items, wizards, record producers, task interceptors, and user guide documentation.

•Implemented Risk Management to evaluate change requests related to Configuration Items (CIs).

•Strong understanding of ITIL principles and experience applying them across all service lifecycle processes.

•Created notifications based on user requirements and configured inbound email actions to automatically create incidents and requests.

•Developed Transform Maps to facilitate data mapping between Import Sets and ServiceNow tables for external data imports.

•Collaborated with SMEs and Project Managers to analyze business requirements and design request workflows using Agile methodologies.

•Created reusable workflow templates for consistent process automation across various business areas.

•Coordinated implementation activities, ensuring proper technical and business validations post-major releases or system maintenance.

•Configured and customized UI Pages and UI Macros using Jelly and JavaScript to meet specific business needs.

•Expertise in using ServiceNow Discovery to populate the CMDB and integrate third-party tools for enhanced configuration management.

•Customized forms for various ServiceNow applications to align with client-specific requirements.

•Designed and developed personalized homepages, including custom reports, gauges, and dashboard presentations.

•Involved in performance optimization of the ServiceNow platform and conducted system diagnostics to ensure smooth operation.

•Documented business processes, functional requirements, and conducted information flow analysis to improve operational efficiency.

•Managed an offshore development team, aligning them with project goals and processes.

•Oversaw the scheduling of cloning and data migration between ServiceNow instances, utilizing Update Sets for seamless transitions.

•Configured rules, monitors, and management packs in SCOM, ensuring accurate data mapping and validation of reporting.

•Engaged in various customizations based on client needs and facilitated migration between ServiceNow instances.

•Utilized Glide Ajax and Glide Records to develop scripts and UI actions that enhanced ServiceNow functionality.

•Produced user manuals to guide end-users in utilizing Info View and exporting reports in multiple formats.

•Directed ServiceNow Change Management processes to automate and standardize business processes during Go-Live events.

Environment: ServiceNow Modules (Change Management, Incident Management, Problem Management, Service Catalog, CMDB, Risk Management), RESTful APIs, Spring Boot, Spring MVC, SOAP/REST APIs, JavaScript, Jelly, Glide API, XML, HTML, CSS, ITIL v3, Service Lifecycle, Change Management, Incident Management, Problem Management, Email Integration, LDAP, Glide Ajax, Glide Records, ServiceNow Discovery, Update Sets, Flow Designer, Workflow Editor, Transform Maps, UI Policies, Business Rules, Script Includes, AWS, Third-party Integrations, Jira, SQL, GIT, Agile, Scrum.

EDUCATION:

Master of Computer Science: New England College, Henniker, NH, USA.

Bachelor of Information Technology: Andhra University, Visakhapatnam, India.

Contact this candidate