Servicenow Developer Knowledge Management

Vemula Divya

*************@*****.*** +91-934******* Hexaware Hyderabad.

PROFESSIONAL SUMMARY:

Overall 4.8 years of experience and Relevant to Service Now 3.4 years of hands-on expertise in ServiceNow, I have successfully contributed to the analysis, design, development, testing, and implementation of ServiceNow solutions. I worked on different modules in ServiceNow, such as ITSM, CMDB, HRSD, Service Portal, custom applications, and integrations. Summary:

Good Experience in Configuration in ServiceNow.

Configuration and customization in Incident, Problem, Change, and Knowledge Management Modules.

Expertise in Integrations with REST API Integrations.

Worked on Business Rules, Integration/configuration, Client Scripts, Dictionary Overrides, Notifications, Knowledge management, and Reporting areas to meet the business requirements.

Worked on Inbound and Outbound Integrations.

A strong understanding of ITSM (IT Service Management), and ITIL (IT Infrastructure Library) with good exposure to ServiceNow functional and technical design.

Worked on ACLs (Access control lists) to provide data security.

Expertise in Creating catalog items and creating record producers in service catalogs.

Incident management experience using Update Sets, and Import Sets in ServiceNow.

Worked with Dashboards, and reports in ServiceNow.

Analytical, multitasking, adaptable to new environments, and learning new technologies quickly.

Worked on Stories and Production issues P1 tickets.

Writing Business rules, Client scripts, and workflow.

Configured Reports on the custom application.

Created email Notifications, reports, Access Controls, Workflow, Homepage Administration, User Administration, Update sets, Notifications, Field Administration, etc. TECHNICAL SKILLS:

UI policies, Java Script, scheduled jobs, Client scripts, Script Includes, Business Rules, UI actions, Workflows, Email Notifications, Email Scripts, Record Producers, Catalog Items, Glide Record, MS Office, Infrastructure Service Request, Web Services, Problem and Incident Management, ATF and Ticketing Tool.

WORK EXPERIENCE:

Currently working AS A ServiceNow Developer at Hexaware from 22- May- 2023 to Present.

Previously worked as a ServiceNow Developer& Administrator at ITVORKS from

17-Jan-2022 To 16-May-2023.

Previously worked as a Customer Care Executive at India Infoline Finance Limited (IIFL) from 10-Feb- 2020 to 08 May 2021.

PROFESSIONAL EXPERIENCE:

Client Name: Hexaware, Hyderabad May 2023 – Till Date Role: ServiceNow Developer.

Responsibilities:

Working with the user teams to gather requirements and develop the workflows to address critical issues.

Writing Client Scripts, Business Rules, UI Policies, UI Actions, and Security Rules according to the requirements.

Analyze, design, develop, and test the IT Service Management tool (ServiceNow) custom code based on the given requirement using IT Infrastructure Library standards.

Creating Workflows, Mid Servers, and REST API integrations to define the request flow and maintain communication between various applications in the environment respectively.

Create workflows to assign tasks to team members based on their roles and availability. Track task progress, send notifications, and escalate overdue tasks to ensure timely completion.

Created client scripts to validate the data for different assignment groups based on requirements. Client: ITVORKS, Hyderabad Jan 2022 – May 2023

Role: ServiceNow Developer/Administrator.

Responsibilities:

Working as a developer for the entire account which includes giving access

controls, and creates new groups depending on client requirements.

Attending daily calls with clients, and monitoring all CTASK activities.

Working on all enhancements raised by internal and external teams which includes client scripts, Business rules, and UI policies.

Working on automating and managing policy compliance life cycle and tracking compliance activities daily.

Created Response and resolution-type SLAs for the incident.

Worked in a report admin role while creating real-time dashboards and reports to detect failing critical controls between assessments.

Well-versed with workflows and creating custom tables depending on the client's requirement.

Created service catalog items and complex workflows that deal with multiple tasks, approvals, assigning current users to groups, and assigning roles to them in workflows.

Experience working with Service Catalog and Request Workflow Design and Configuration.

Create email notifications and scheduled trigger-based conditions, as well as create script-based ones.

Working on customizing user interface including forms, and lists, and creating record producers for Incident and change management.

Designing and customizing new Applications and Modules as per the requirements.

Involved in creating users, groups, and roles and loading the data to ServiceNow using import sets on a daily, weekly, or requirement basis.

Writing Business rules, Client scripts, UI policies, and UI actions to customize the instance.

Involved in preparing documentation for installation, design, and requirements of ServiceNow.

Monitored and performed ServiceNow admin activities which involved user and group administration.

Knowledge of designing and implementing service requests through the ServiceNow Catalog.

Understanding the requirements and designing workflows.

Created Users and added the users to groups and assigned them roles. Created Transform maps to import data through Excel.

Hands-on with ITIL Process implementation.

Developed, tested, and deployed custom applications, workflows, and integrations using ServiceNow's ITSM, Service Portal, HRSD, and CMDB modules.

Implemented complex business logic and automation using JavaScript, Glide Script, and Jelly Script.

Created and maintained ServiceNow data integrations with third-party systems using REST API, SOAP, JSON, and XML.

Developed custom UIs using HTML, CSS, jQuery, and Bootstrap to enhance the user experience of ServiceNow applications.

Customized various Business Rules, Client Scripts, Scripts, UI Actions, UI Policies, and UI Macros.

Monitored and performed ServiceNow admin activities which involved user and group administration. Client: IIFL Finance LTD, Hyderabad Feb 2020 - May 2021 Role: Customer Care Executive.

Responsibilities:

Handling customer concerns and complaints on time. informing customers of upcoming promotions or deals. establishing a positive rapport with all clients and customers in person or via phone. forming reports based on customer satisfaction statistics and helping their team develop new skills.

Resolving customer issues, processing orders, and providing information to customers.

responding to customer inquiries within company hours

Troubleshooting tech problems

Handling complaints to build strategies for improving the overall customer experience and fostering loyalty.

EDUCATIONAL DETAILS:

SATAVAHANA UNIVERSITY, KARIMNAGAR (India)

B.S.C (Bachelor Degree in Computer Science), 2019. DECLARATION:

I hereby furnish that the above-mentioned details are true to the best of my knowledge. Place: Hyderabad. (Vemula Divya).

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