Software Development It Service

Nusum Bharathi

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

Contact No:+601********

PROFESSIONAL SUMMARY:

● A Qualified goal-oriented IT Professional with 8+ years of experience in Software Development, Testing, Integrating, Implementing the web-based applications and expertise in various ITSM frameworks which includes ServiceNow

● Over 5+ years of experience as Application developer/Admin in ServiceNow with hands on professional experience in providing ITIL and IT Service Management Solutions with expertise in the ITSM.

● Excellent analytical, problem solving, communication and time management skills.

● Hand-on Experience in SPM Modules.

RESPONSIBILITIES SUMMARY:

● Experience in all phases of Software Development Life Cycle (SDLC) such as Requirement gathering, Designing, Developing, Coding, Debugging, Testing, Implementation and Maintenance.

● Experience in ITIL Service Management and familiar with technical implementation of various ServiceNow modules such as Incident Management, Change Management, Problem Management, Knowledge, Service Catalog, Reporting, Configuration Management.

● Experience and understanding of web programming languages JavaScript, HTML

● Understanding of IT service management (ITSM) and the ITIL business process.

● Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.

● ServiceNow Administration and Production support including maintenance of lower life cycle instances.

● Management Modules Including: Business Rules, Client Scripts, UI Policies and UI Actions based on user requirements.

● Configuring Data Sources, Import Sets and Transform maps.

● Defined users, groups and roles and providing accessing permissions in ServiceNow.

● Expertise in creation and maintenance of Access Control Rules to provide data security according to the Business requirements.

● Good experience on Integration using webservices like REST

● Design and implement SLA and the required workflow with E-mail notifications.

● Experience in working with the workflows in ServiceNow for Service Catalog using workflow editor.

● Experience in Email Notifications.

● Documented requirements, Design, Peer Review of code, Unit testing and UAT performed this sequence using Visual task boards following agile methodology using Stories and Scrum sessions as needed.

● Experience in Integration testing and preparing test artifacts (Documentation).

● Knowledge of Web services, Rest API’s and Soap.

● Develop and update technical documentation, including workflows. User guides, and system configurations

● Collaborate with stakeholders to identify requirements and deliver tailored ServiceNow solution

● Support the P1and P2 incidents tickets.

● Monitor system performance, troubleshoot issues, and ensure timely resolution.

● Designed, developed, and implemented several integrations (OOB and custom using REST)

● Knowledge of Hardware Asset Management, Software Asset Management implementations.

● Knowledge of Custom app development on ServiceNow platform by identifying and translating

● requirements for IT and business needs.

● Designing and development of Integration with internal and external systems using Out of

● the box and custom implementations using REST, JavaScript and Glide Ajax. ITSM EXPERTISE:

• Incident Management

• Problem Management

• Change Management

• Service Level Agreements

• Service Catalog

• Knowledge Management

• Service management

TECHNICAL SKILLS:

ITIL ServiceNow admin, ITSM, JavaScript, SPM

Programming Languages JavaScript

Software Methodologies SDLC, Waterfall, Agile, Scrum Data Base MySQL, SQL

Data Base Tool SQL Client

ServiceNow Versions Kingston, London, Paris, Rome, Yokohama, Xanadu CERTIFICATIONS:

Service Now Admin (CSA)

Service Now Application Developer (CAD)

ITSM Implementation

ITIL V4 Certification

PROFESSIONAL EXPERIENCE:

Swift support Service

(Nov 2024 – Till Date)

Service Now Consultant

Responsibilities:

● Worked on various modules of ServiceNow like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting, and Knowledge.

● Developed and configured Business rules, Script Includes, UI Policies, Catalog Client Scripts and Client Scripts using JavaScript coding for Customizing different requirements.

● Worked on Service catalog applications using Ui Policies and Client scripts. Using Workflow Editor for creating workflows and Flow designer

● Routine Support activities for Incident and SC Task. Incident tracking from Opening to Closure, with timely communication to business user

● Handle the user access, system configuration, user data manage, access control, performance monitoring and resolve the system issues

● Worked on ATF and manual testing

● Worked on the REST API’s and quarter wise worked on Epics and supported the internal customers

● Hand on experience on SPM module and worked on service builder and DPM

● Good experience in server-side scripting and client slide scripting

● Gathering the Requirement, Based on Client requirement create a story and push to the sprint

● Follow the Agile methodology and scrum calls and sprint planning and retrospective

● Worked on preparing the Documents in the Confluences page and Jira Prodapt Solution Pvt Ltd

Client: GRX

(Jun 2024 to Nov 2024)

Service Now Consultant

Responsibilities:

● Worked on various modules of ServiceNow like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting, and Knowledge.

● Developed and configured Business rules, Script Includes, UI Policies, Catalog Client Scripts and Client Scripts using JavaScript coding for Customizing different requirements.

● High Experience in Service catalogs, Catalog Items, and Flow designer

● Experience in team handling and guiding the developers.

● Worked on REST API and REST Messages.

● Good Experience in Client-side Scripting and Servicer-side scripting. Spark Avenues Pvt Ltd

Client: McAfee

(Sep 2021 to Jun 2024)

ServiceNow Consultant

Project Synopsis: DL IT Service Now Platform.

Responsibilities:

● Worked on various modules of ServiceNow like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting, and Knowledge.

● Developed and configured Business rules, Script Includes, UI Policies, Catalog Client Scripts and Client Scripts using JavaScript coding for Customizing different requirements.

● Worked on Service catalog applications using Ui Policies and Client scripts. Using Workflow Editor for creating workflows.

● I worked as an SLA’s and flow designer and have good knowledge on scripting

● Worked on Email Notifications, Scheduled jobs, reports, and Dashboard

● Worked on Rest API’s and Soap

● Hands of experience on CSM module creation of case management module

● Working on ATF and agent workspace

● Created Users, Groups and Roles for service now platform and provide access to new users.

● Hand-on experience in event management and CMDB, Discovery

● Involved in Post clone Activity in non-prod environments.

● Incident tracking from Opening to Closure, with timely communication to business. Destar Consulting Pvt Ltd

Client: Accenture

(Sep 2020 to August 2021)

ServiceNow Developer/Admin

Project Synopsis: Get Help (Telstra)

Telstra is a major telecom company in Australia. We have created a portal to help Telstra agents to report issues in Voice, Mobile and Internet services on the system on behalf of customers. Once the incident is logged into service now, we are performing a few tests on customer services. Responsibilities:

● Worked on various modules of ServiceNow like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting, and Knowledge.

● Developed and configured Business rules, Script Includes, UI Policies, Catalog Client Scripts and Client Scripts using JavaScript coding for Customizing different requirements.

● Worked on incident form changes using client scripts and script-includes.

● Worked on Workflows build for client requirement

● Worked on integration system testing and Prepared Test artifacts documentation.

● Moving data in and out of an instance using import sets and Transform Maps to auto import data into ServiceNow.

● Captured all the Technical Components in the Update sets andmigratedthechangestoProductioninstances.

● Involved in User Acceptance Testing to find out if the software meets the user expectations and works as it is expected.

● Worked on Event Management, the Alerts triggered based on Solar winds and Nagios Integrating to the Service now using MID Server.

● Worked on Automated tested frameworks and Agent workspace.

● Worked on Rest Api’s through Scripted Web Services.

● Worked on patch upgrade in Dev and Test Environment Sify Technologies

Sep 2018 to Aug 2019

ServiceNow Developer/Admin

Project Synopsis: Goinfinite

Responsibilities:

● ServiceNow ITSM module administration.

● Communicating with end users, identifying their difficulties, and changing the applications asper their requirements.

● Service Catalog creation, Configuration, and deployment.

● Worked on identifying the users, groups, categories and following the ITIL standards while designing these solutions.

● Created various front-end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.

● Routine Support activities for Incident Management, Problem Management, Change Management, Knowledge Management.

● Workflow design and implementation. Work on various ServiceNow customization, enhancements as per Client requirements. Access request Management (RITM).

● Problem Management, Change Management applications in escalating issues, logging, catering, resolving, monitoring, and reporting. Written Business Rules for customizing the tool.

● Written Client Scripts, UI Actions and Script Includes for customizing the tool. Customized Incident/Problem/Change/Service catalog applications using Business rules, Client scripts. Using Workflow Editor for creating workflows

● Experience in ACL, Email Notification, Business rules, SLA’s Mateo tech Pvt Ltd

Dec 2017 to Sep 2018

ServiceNow Admin

Responsibilities:

● ServiceNow ITSM module administration.

● Communicating with end users, identifying their difficulties, and changing the applications asper their requirements.

● Hand on experience on Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.

● Routine Support activities for Incident Management, Problem Management, Change Management, Knowledge Management.

● Workflow design and implementation. Work on various ServiceNow customization, enhancements as per Client requirements. Access request Management (RITM).

● Problem Management, Change Management applications in escalating issues, logging, catering, resolving, monitoring, and reporting. Written Business Rules for customizing the tool.

● Hand on experience on Written Client Scripts, UI Actions and Script Includes for customizing the tool. Customized Incident/Problem/Change/Service catalog applications using Business rules, Client scripts. Using Workflow Editor for creating workflows

● Experience in ACL, Email Notification, Business rules, SLA’s Environment:

Service Now Versions: Kingston, London, Java script, Web Services EDUCATION:

Bachelor`s Degree in Electronic and Communication & Engineering. JNT University, LANGUAGES: English, Telugu, Hindi

Contact this candidate