ServiceNow Developer
Resume:
Jahnavi Paturi
*******.*******@*****.***
SUMMARY:
•Around 8 Years of Hands-on experience on various Services in IT industry with 6 years in Service-Now tool like Service Catalog, Configuration Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Integration with Web Services
•Experience in all phases of Software Development Life Cycle (SDLC) - Project Analysis, Requirements, Design, Development, Testing, and Deployment and Documentation
•Experience in Service Management and Service Delivery Process. (ITIL Framework) Application Support/User Requirements Analysis/Infrastructure Support/Compliance/Application Security/Troubleshooting/ End User Documentation
•Quick Learner with excellent analytical and Interpersonal skills.
• Strong hands-on experience of in ServiceNow with
Service Catalog Requests
Configuration Management
Service Now Administration
Incident Management
Problem Management
Change Management
Knowledge Management
Reporting, Gauges
Integration with Web Services
CERTIFICATIONS:
•ServiceNow Certified System Administrator (CSA)
•ServiceNow Certified Application Developer (CAD)
•ServiceNow Certified Implementation Specialist ITSM
SKILLS:
Platforms: Red Hat Linux, Unix, Windows (XP/7/8/10)
Applications/Databases: Service Now, ITSM, Apache Tomcat, JavaScript, MySQL
Tools: Microsoft Excel, Power BI, Web-Services (REST, SOAP), Toad, SSH, SFTP
PROFESSIONAL EXPERIENCE:
MetLife, North Carolina (TCS) August 2022- Till Date
Service Now Developer
Responsibilities:
Oversaw the daily administration of ServiceNow in development, test, and production environments, ensuring efficient management of business services and configuration item relationships.
Designed and implemented custom workflows and applications, enhancing IT service management efficiency.
Developed custom modules and applications using ServiceNow Studio, cutting development time by 50%.
Optimized ServiceNow Performance Analytics dashboards, enhancing reporting accuracy and decision-making.
Managed Service Catalog, Knowledge Base, and service requests, ensuring seamless issue resolution.
Implemented Incident Workbench and Major Incident Management with Teams integration.
Troubleshot and resolved critical incidents, reducing system downtime by 15%.
Developed custom CSM business rules and automated workflows that intelligently route and prioritize customer inquiries, reducing manual intervention and improving resolution times.
Implemented dynamic CSM email notifications that automatically update customers on case status, enhancing communication and transparency.
Configured stringent role-based access controls within CSM to secure sensitive customer data and maintain compliance with industry standards.
Developed robust client scripts to enhance the performance and responsiveness of the CSM portal, resulting in smoother user experience.
Built custom CSM dashboards that provide real-time insights into key performance metrics and service trends, enabling proactive decision-making.
Integrated third-party systems with CSM using REST APIs to enrich customer data, streamline processes, and enhance service interoperability.
Implemented dynamic CSM email alerts that automatically notify customers of case status updates, thereby improving communication clarity and overall transparency.
Implemented and maintained CMDB and asset management solutions.
Kaiser Permanente, Colorado (TCS) August 2020-August 2022 Service Now Admin/Developer
Responsibilities:
Involved in working on Incident, Problem, Change Applications.
Involved in the complete end to end cycle of coding, testing, debugging, maintaining, and refining the computer software in Service Now to produce the required product in a ITSM and HRSD modules.
Created various Catalog items and used different variable types, created Catalog UI Policies and Catalog Client scripts.
Developed notifications and configured reports and dashboard as per customer requirement
Worked on Form Sections, Email Notification (Notification Scripts), Data sources, Export sets etc.
Involved in working on Flow designers.
Worked on configuring Import Sets and SLA/OLA.
Worked on the server-side scripting Business rules and Script Includes.
Handling the responsibilities of service now developer and tester to contribute design & development of ServiceNow.
Involved in Daily/Weekly calls with client, Gathering/Documenting requirement from client, providing the estimate level of efforts based on the requirements and completing the work within the sprint time.
Root Cause Analysis for the incidents and interruptions in process flow and applying fix for the same within the SLA duration.
Worked on Creating Update sets to move customizations between different environments.
CDK Global LLC, Ohio (TCS) June 2017-August 2020 Service Now Administrator
Responsibilities:
Perform day to day administration of Service-Now in Development, Test and Production environments to maintain business services and configuration item relationships in Service-Now by utilizing Release Management.
Worked on configuration of LDAP connection in ServiceNow, LDAP servers to upload SSL certificate.
Customizing the workflows for various ServiceNow standard tables while aligning with ITIL V3 best practices.
Creation of user accounts, groups, roles, creating new and updating existing catalog items. Created, published & retiring knowledge base articles.
Worked extensively on LDAP integrations. Successfully managed and developed large-scale
implementations of ServiceNow across multiple processes and applications for clients in multiple verticals.
Managed users, groups and roles, Advanced Schedule jobs and Business rule creation. Managed data with Tables, the CMDB, Import Sets, and Update Sets.
Worked with Service Now Event Management by configuring Event Mapping Rules, Event Transform Rules, Alert Rules, and Incident Templates.
Coordinated Service Catalog options, including two-step checkout, cart controls, and variables.
Investigated performance issues, learn troubleshooting tools, and use system logs to find issues during Release Management Implementation.
Created notifications based on user requirements and configured inbound email actions to create incidents or requests.
Verizon, Hyderabad (Tech Mahindra), August 2015-March 2017 Technical Support analyst
Responsibilities:
User and group management.
Checking system logs on regular basis and system health checks through system console
Resolving Service Centre tickets which are raised by customer with in SLA time bounds.
Open new tickets on various issues and doing regular follow ups till the closure.
Providing 24x7 Technical Support for and Perform Disaster recovery.
Monitoring and performance tuning during production hours to provide un-interrupted services to customer for smooth operations
EDUCATION:
GITAM University, Hyderabad, India
Master’s in Power Systems and Automation
Andhra University, Vishakhapatnam, INDIA
Bachelor’s in Electrical and Electronics Engineering
Contact this candidate