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Kowshika - Service Now Developer

[email protected]

Location: Apple Valley, California, USA

Relocation: Yes

Visa: H1B

Kowshika Kolisetti Email: [email protected] | Phone: 949-561-7199 | LinkedIn: www.linkedin.com/in/kowshika-kolisetti-10b187295 PROFESSIONAL SUMMARY: ServiceNow Developer with 11+ years of total IT experience and 4+ years of experience in design, development, and deployment with ServiceNow ITSM platform. Worked with HRSD, Flow Designer and have basic knowledge on Automated Test Framework, design and implementation of ServiceNow technology. Worked on different domains like healthcare, life sciences and Banking. Hands on experience in ServiceNow development and administration, Shell script and Unix Administration. Expertise in monitoring Autosys Infrastructure and all Autosys jobs across UBS. Worked on creating Business Rule, Client Scripts, UI Actions, Notifications, Knowledge management and Reporting areas to meet the business requirements. Monitored and performed ServiceNow admin activities which involves group, user & roles. Good experience with Update set movements between ServiceNow instances. Hands on Experience on creation of Catalog items, Record producers, Order guides. Worked on ACL s (Access control list) for providing data security. Experience on importing data by using Import sets and Transform maps. Experience in configuring SLAs in Service Now. Good knowledge of designing Workflows to automate the Business Process using ServiceNow. Created Email notifications and scheduled jobs in ServiceNow. Experience working with Incidents, service requests, stories and handling weekly release activities. Worked with Dashboards, Reports in ServiceNow. Worked on developing and configuring Business Rules, Catalog Client Scripts, Client script, Security Access Controls, Glide Ajax, Glide Record, UI Actions, UI Policies. Hands-on experience in technical implementation of Incident Management, Problem management, Change Management, Service Catalog. Created Transform maps to import data through Excel. Worked on Creating Workflows as per client requirement. Experience in providing solutions for complex requirements in Service Portal. Strong experience in customizing the form design and form layout for various on the ITIL Process Configuration like Incident, Problem management in ServiceNow. Contribution to the implementation and customization of the ServiceNow platform, with a focus on CSM and its integration with Incident, Problem, and Change management. Contribution to the implementation and customization of the ServiceNow platform, with a focus on CSM and its integration with Incident, Problem, and Change management. Experience in Update set movement to the higher instance, Transform Maps, scheduled jobs, Data sources, Notifications, Notification scripts, Reports, and custom widgets for homepage. Experience in working with the Flow Designer & workflows. Quick adaptability to new technologies. So, keeps abreast of changing trends and meets new requirements successfully. Excellent Technical, Communication and Interpersonal Skills with strong Client Interfacing Skills. CERTIFICATIONS: Certified System Administrator ITIL Certified Scrum Master Certified TECHNICAL PROFICIENCY: Primary Skill ITSM,Custom Applications, Service Portal and Integrations Service-now Development & Implementation Cloud Technologies ServiceNow, Web Technologies Java Script, HTML5, CSS3, SQL Operating Systems Windows, Unix Design Methodologies Agile, Scrum IT Service Management Incident Management, Change Management, Problem Management, Knowledge Management, Service Catalog, Request Management Data management Worked with Data Source, Import Set, Transform Maps, Transform Map Script. Experience in Configuration of LDAP Latest ServiceNow releases worked on Quebec, Rome, Tokyo,Utah PROFESSIONAL EXPERIENCE: Abbott, Minneapolis, MN Feb 2023 -Present Sr. ServiceNow Developer Responsibilities: Customization of forms for Service Catalog items using glide Ajax and Script Includes. Creation of Business Rules using the Glide Record operations. Working with Flow Designer to create Service catalog item request flow. Configuration of E-Mail notification when an event is fired. Configuration of Inbound E-Mail actions to create or update a ticket using the E-mail received by ServiceNow. Working with LDAP integration to populate user and group records in ServiceNow. Maintenance of Service Level Agreement (SLA) and monitored SLA Workflow. Creation of Knowledge articles to document the steps in creating catalog items. Working with Business Analyst to create and modify Service Catalogs and Request workflow designs. Creation of Catalog Client scripts and UI policies to make client-side changes. Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps. Customization of CMDB dashboards and reports, providing stakeholders with insightful visibility into IT assets, relationships, and dependencies. Working on customization and refinement of service mapping patterns to align with organizational requirements, elevating the accuracy of service models. Collaboration with customer service teams to define and implement service level agreements (SLA) and performance metrics, enhancing service quality and responsiveness. Worked on CMDB configuration changes along with customization and creation of new forms. Good Experience with SDLC Agile Framework for Managing Sprints, Stories and Scrum Tasks. Interaction with Client in Daily Scrum calls for handing Stories and Sprint Planning and Review calls. Involved in end-to-end Process of ServiceNow Version upgrade and Cloning Activities. Environment: Service Now, JavaScript, Glide Script, XML, JSON, Web Services Novartis, India Feb 2019 to Jan 2023 ServiceNow Developer Responsibilities: Regular interaction with client for requirements clarification and for Application. Used ITIL practices to implement ServiceNow applications in phase-by-phase approach. Worked with Incident Management application, Problem Management, Change Management applications in escalating issues, logging, catering, resolving, monitoring, and reporting. Created SLAs and participated in running SLAs and responsible for closing successfully. Written Business Rules for customizing the tool. Customized Incident/Problem/Change/Service catalog applications using Business rules, Client scripts, Workflows. Responsible in building Catalog items and Record producers. Responsible in building SLA and generating Reports Defined users, groups and roles and providing accessing permissions Participated in validating Form and Table level using UI Policies. Worked with Importing and exporting Update sets. Created Email notifications and Email Templates. Created Scheduled script jobs and Scheduled generation and distribution of reports. Built Reports, Homepages, and dashboard grant access to the users with specific roles. Used Transform maps to import Data to Configuration Management. Created ACL's for field level and table level security. Created the Scheduled Data Import and attached the Data Source. Involved in the creation of View Rules to restrict the view changing capability for specific role users. Field level and Form level validations by Client Scripts. Implemented the CSM for end user s interaction with ServiceNow. Worked with the Workflow Scripting's and Error handlings. Involved in the development of Data lookup rules and Assignment rules. Moving of update set from instance to instance, resolve the errors and warnings related to the update set by skip or commit those. Configured the LDP Server and MID Servers to maintain the User and Group Details. Design the Workflows and Flow Designers to manage the Process after Catalog Items submitted. Good Experience with SDLC Agile Framework for Managing Sprints, Stories and Scrum Tasks. Involved in end-to-end Process of ServiceNow Version upgrade and Cloning Activities. Responsible for Customizations done in Change Management and Knowledge Management. Managing client scripts, UI policies, UI actions and Data policies. Involved in technical implementation Service Catalog, Incident Management, Change Management, Problem management and Knowledge Management. Responsible for implementing Catalog Items and Record Producers as per the requirement. Environment: Service Now, JavaScript, Glide Script, XML, JSON, Web Services. Kaiser TRO, Kaiser Permanente, India Oct 2015 to Jan 2019 Tech Lead (Unix Administrator) Responsibilities: Analysis, design, and development of scripts to provide solutions for various error codes on Quest SSHand Powerbroker. Understanding of requirements and providing architecture design document for the tools on multiple operating systems like Unix, AIX, Hp-ux, Solaris, Suse Linux, Redhat Linux. Defining prebuilt and post build tasks. Documenting build process. Enhancing scripts for performance tuning on multiple environments. Restricting user access and defining roles for better user logging activities. D Developing scripts for upgrading the architecture for user access management. Providing Forensics, code optimization and testing the performance proactively for all the hosts. Providing fixes. Develop code to include hosts in the Kaiser Permanente network complying to the standards. In depth analysis on the functioning, configuration of powerbroker master and logging servers architecture for better performance and availability. Implementing the code compliance with major regulatory standard. Develop and maintain the codes for access management. Providing solutions for issues at architecture level. Environment: Unix, Linux UBS, India Dec 2009 to Sep 2015 Autosys Support Associate Responsibilities: Support users in creating an Autosys job, monitor approximately hundred thousand jobs and escalate all the alerts within SLA. UBS has 3 production instances, 1 pre-production and 1 development instances. We monitor all the 5 instances batches or any applications, analysis the root cause of the failures of the job or batch or applications and act according to FPA. Then escalate them to respective batch teams. In Investment Banking we differentiate the batches according to the priority base and criticality of the batches. We have Equity research, Global Assessment, Fixed income research and FICC. Based on the priority wise. Monitoring multiple instances and escalate any failures or alerts to Teams within 5 minutes. Monitoring of DSS ISG Scheduling Infrastructure and stratus colt mission critical "Trading & Payment systems" i.e., high availability of servers and notifies the respective team. Complete L1 Support for Autosys Infrastructure in UBS. Good exposure in REMEDY PM ONE ticketing tool performing all the task that includes creation of PM ONE Tickets and escalating to concerned Supporting unit. Researches applicable standards and requirements documents to assure compliance with Service level agreements. Build knowledge base to provide support in emergency situations to L1 support staff. Set priorities and organize work to complete project responsibilities efficiently and effectively. Environment: Unix, Linux EDUCATIONAL QUALIFICATION: B. Tech-2009 (CSE) from Sree Kavitha Engineering College, JNTUH Keywords: user interface user experience information technology hewlett packard Minnesota