Customer Service It

NIVEDITHA

Green Card

PH: +1-909-***-****

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

Professional Summary:

IT Professional with 8+ years of experience in ServiceNow platform as both Developer and Administrator. Proven ability to translate client requirements into technical ITOM and ITSM requirements. Worked on several IT Service Management (ITSM) modules, such as the administration of change requests, the generation of knowledge articles, and the resolution of incidents and problems.

Experienced in designing the Content Management System which involve layouts, the mes, Various Content Blocks, Content Pages, reusable widgets and service catalogue work. Developing Content Pages quickly and effectively using HTML5, CSS3, JavaScript, JQuery, HTTP and Bootstrap.

Experienced in Performance Analytics which included generating reports, developing Custom Charts and integrating with reporting tools like Microsoft Power BI & Explore Analytics in Service Now per requirements.

Experienced in configuration of Business Rules, UI Policies, UI Actions, Client Scripts and ACLs that include advanced scripting. Architected the Service Now upgrades for the organization from Geneva to Helsinki & Helsinki to Jakarta, which includes requesting new instance from Service Now, cloning of instances, scheduling an upgrade and post and pre- upgrade fixes.

Leading experience in Service Now to customization of modules, more features like UI policies, CMDB, Discovery, etc. Experienced in designing complex Workflows and Implementation of Incident and Service Catalog setups for various business applications.

Worked on creating Alerts & events in AWS.

Experienced in Production Support as first line support & second line support in resolving ticket defects and change requests raised on various applications.

Working knowledge of Agile Scrum, Waterfall, Iterative and Spiral methodologies.

Design and engineer solutions leveraging all appropriate components offered by Service-Now to answer the needs for business workflows, ticketing or other ITSM requirements.

Technical Skills:

Application Tools/Frameworks/ Packages

ServiceNow (ITSM, ITOM, ITBM Tool), GRC, Manage Engine (ITSM, ITOM Tool), NetBeans, Eclipse, Springs, MySQL Workbench, Orchestration, MS Office

Languages

JavaScript, Angular JS, Glide Ajax

IDE’s

SVN IDE, Force.com IDE

Operating Systems

Windows, Linux, Macintosh, Mac OS

Active Directories:

LDAP AD and Azure AD

ServiceNow Modules:

ITSM, Incident, Problem and Change Management, Release Management, Performance Analytics, Virtual Agent, Service Portal, Customer Service Center, Knowledge Management, HRSD, Service Catalogs, Event Management, Discovery, (ITOM), Customer Service Management (CSM), CMDB, Asset Management (ITAM), Integration Hub.

Web/J2EE Tech

Servlets, JSP, JDBC, Java beans, HTML, AJAX, API, DOJO, JavaScript, CSS, XML, EJB, Hibernate, Web services, JSR 168/286

Application Tools/Frameworks/ Packages

ServiceNow (ITSM, ITOM, ITBM Tool), GRC, Manage Engine (ITSM, ITOM Tool), NetBeans, Eclipse, Springs, MySQL Workbench, Orchestration, MS Office

Professional Experience:

T Mobile, Plano tx Jan 2021 – Present

ServiceNow Developer

Responsibilites:

Gathering both business requirements and technical requirements from Stakeholders/Client for enhancing existing configurations and new feature level requirements.

Extensive experience in technical implementation of CSM, Surveys and public portals.

Worked closely with Business and technical Service Now peer developers.

Responsible for system upgrade from Tokyo to Utha for all Service Now environments and worked on system patch testing.

Worked on fixing bugs identified during system upgrades and patch releases.

Extensively worked on resolving 508 compliance defects as per latest company policy to provide user friendly experience to differently abled users.

Developed ATFs (Automatic Test Frameworks) for Service Catalogs and Case forms.

Worked on Out of box and custom widgets for Self Service Portal for external provider community.

Redesigned existing public service portals and internal portals based on enhanced customer requirements.

Redesigned and created new CSM forms according to redefined high-level categorization to maintain consistency between all case type forms.

Worked on developing parent child hierarchy between contact records in sys_user table.

Developed functionality to convert incident to case (for different case types) and convert case to incident in Customer Service Management module.

Worked on building case forms from scratch to replicate existing Service Catalog Item and built Portal Widget for front end case form submission through widget for both external users and logged-in users.

Developed functionality to convert case form between multiple case types to reduce rework for Agents and customers.

Worked on creation and improvisation of case type forms in CSM on Agent Workspace and customized and configured based on Agent’s feedback.

Worked on building customized surveys using out of box survey models and customized models and provided ability to unauthenticated users to provide feedback of their experience.

Built customized Homepages and Dashboards for case submissions according to client’s requirements and improvised their experience by creating scheduled jobs and distribution lists for auto attaching homepages and reports in PDF format on email notifications.

Transformed Catalog Items to case forms by creating new case types for scratch.

Worked on enhancing Dynamic Header and Footer for email notifications to provide visual consistency and standardization across all email notifications.

Worked on creating new case topics for Virtual agent and Live Agent on case portals to resolve end user’s issues in real time.

Worked on developing and enhancing Unauthenticated Service Portals which enables external users the ability to submit public forms without needing to login.

Worked on Flow designers to enhance case flows and ongoing Integrations.

Worked on developing a technical process to avoid creation of duplicate user and contact records on user table.

Worked on converting user records to contact records based on user criteria and developed parent child hierarchy between contact records based on domain value.

Worked on Predictive Intelligence to automate/auto populate assignment group based on short description.

Worked on integrating ServiceNow forms with other third-party applications like CXOne, Jira, vRA and PagerDuty.

Performed peer reviews and scheduled demo sessions to showcase ongoing development progress and finished features.

Created Solution Intent for existing implementations with high-level details and technical specs in Confluence.

Worked on creating and enhancing existing KB Articles based on completed feature level development.

App verticals, Dallas tx Sep 2019 to Dec 2020

Delivery Specialist/Service Now

Responsibilites:

Gathered and Discussing requirement with client for attributes needed to develop and modify Service Catalog items.

Organize and attend SCRUM meetings.

Involved in creation and modification of various Business Rules/Script Includes/Client catalog script/Client.

Script/UI Policies/UI Actions/UI Scripts etc.

Have worked on the Outbound Integration using REST API, automations, and Experience in configuring Access Control Lists (ACL).

Configured JSON messages to support REST Integrations.

Created advanced REST Messages and Scripted Rest Messages to automate creation of Physical and Virtual Machines based on Catalog Item submissions.

Integrated with HP OO for performing these advanced integrations.

Built forms from scratch along and changes to existing forms with advance customizations at the level of UI Macros/UI page as per the complex requirements.

Written script includes and invokes them in Business rules and client scripts and created Data tables with different data formats and added mapping to them.

Implemented Customer Service Management.

Worked on development stories based on ITSM and Customer Service Management.

Implemented Case Types to improve customer experience.

Configured CSM form to demonstrate High level categorization and consistency from program to categories and subcategories.

Created topics in Virtual Agent for Incident Management, Service Catalog, CSM and Knowledge Management.

Redesigned and implemented Change Management according to renewed company policies.

Designed and created email notifications for daily and weekly change tickets in the form of clickable list using script includes instead of attaching PDF in scheduled reports for better customer experience.

Implemented SDLC module to track Sprints in Service Now Platform and generated metrics using the Burndown chats.

Designed Workflows and sub flows, along with standard Workflow templates which can be reused.

Worked to develop new Order Guides and Service Catalog items along with modifying the existing Catalog Items and bug fixes.

Creation of Templates functionality and built custom tables, new Client scripts and UI policies added to Catalog item to support the macro table.

Constant monitoring and analysis for better performance of the functionalities.

Installed Service Portal plugin and customized it according to the needs of Business owners.

Worked on CMDB, Performed Data migration to import data from other application and external databases.

Monitored and added CI’s to CMDB through Discovery.

Monitored and resolved Incident and Problem tickets by discussing the raised Incidents with the end users and assisting them in understanding the process flow.

Assisted in Release Management during product and patch releases by Patch Testing along with the Governance team.

Worked on customization of Agile Development Module to match the current process flow of the company.

Worked on enhancements and change requests to the existing Catalog Items and Forms.

Saralee, Inc, IL May 2017 to Aug 2019

ServiceNow Developer

Responsibilites:

Worked as a developer for an End-To-End development for a re-factoring project, resolved many issues and worked on CMDB Management to resolve issues that were a major defect in Aruba Networks.

Maintained and managed the ServiceNow instance that was put into place, carrying out duties including configuring users, companies, sites, locations, and other fields that were already there, as well as Support Groups, assignment rules, classifications, CI data, SLA, and other things.

Set up connector instances and definitions to configure event management (ITOM).

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

Set up mid servers, worked on Discovery, and verified connection. developed expertise in the Discovery tool's troubleshooting. made plans, generated reports, and tracked Service-Now performance.

Administrated and Implemented ServiceNow Discovery, Configured Discovery schedules for new IP ranges and troubleshooting.

Developed user-friendly interfaces and managed application development using UI Builder and ServiceNow Studio, enhancing user experience and system functionality.

Utilized ServiceNow development tools such as UI Builder, Flow Designer, Integration Hub, and ServiceNow Studio to create and manage applications and integrations.

Successfully Upgraded ServiceNow by reviewing skipped logs and validating current functionality.

Acted as a point of contact for interacting with Service Now Personnel using Hi tickets.

Perform upgrades and view / monitor history and status.

Worked on fixing bugs and doing enhancements for Incident, Problem and Change management and Service Catalog modules.

Debugging the production issues to find the root cause of the problem and providing a feasible solution to fix the issue.

Configured various ServiceNow components like workflows, Business Rules, Client Scripts, UI Actions and UI Policies

Successfully executed all the test cases and fixed any bugs/issues identified during the test cycles.

Proficient in ServiceNow's ITSM module, developing and facilitating the integration of ITSM best practices throughout the organization.

Engaged with various IT Service Management (ITSM) modules, resolving incidents and problems, creating knowledge articles, and managing change request.

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