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Shravan - ServiceNow Developer

[email protected]

Location: San Diego, California, USA

Relocation: Any

Visa: H1B

OBJECTIVE I am seeking a Service Now Developer/Admin position in an information technology / services department. My goal is to help an organization succeed in implementing / deploying software by introducing operational efficiencies and following software development methodologies along with project management methodologies through change management, release management, process reengineering and introduction of new technologies to improve productivity. SUMMARY Around 10+ years of experience in software analysis, design, development of web centric, object-oriented enterprise applications using ITSM & ITOM technologies like Service Now, BMC Remedy, and HP Service Manager Etc. Working experience of various phases of SDLC such as Design, Code Construction and Test. Strong skill set in the Service Now suite development including CMS, SOAP/REST integration, Service Catalogs, Update sets, Discovery, Business Rules, Workflow, and Configuration management database (CMDB). Hands on experience on various IT Services of Service-Now tool like Service Catalog Requests, Asset Management, Configuration Management, Event management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Reporting, Integration with Web Services Good knowledge of Configuration management database (CMDB) and Asset Management Services: Business Services and Configuration item relationships. Designed the layout, CSS, dynamic content for the End User Self-Service Portal design. Good understanding of object-oriented analysis design and application development. Functional knowledge and implementation experience of ITSM frameworks. Experience in Application Architecture, Analysis, Technical Design, Development, Implementation, Performance Tuning, Testing, Configuration Management and Release/Build management in all stages of Full Software Development Life Cycle (SDLC) of software applications using J2EE technologies. Strong team player, ability to work independently and in a team as well, ability to adapt to a rapidly changing environment, commitment towards learning, Possess excellent communication, project management, documentation, interpersonal skills. Involved in database designing by creating database objects such as Tables, Views, Indexes and developed code in the mid-tier server integrating Service Now with other IT systems. Built and executed test scripts and validate results to ensure that configuration/customization meeting process owner s needs. Integrated ITOM modules with variety of enterprise monitoring tools, automation of alerts, application management tools using OOB plugins and API methods. Experienced on LDAP Integrations using SAML2.0. Visual Source Safe, Rational Clear Case, SharePoint. An understanding of IT Asset & Configuration Management Methodology. Experienced on Azure integration using web services. Worked on waterfall, SDLC and Scrum environments. Worked on ATF (Automated Test Framework). Worked on OMT (Order Management for Telecommunications). Worked on SecOps. Worked on GRC application (Governance, risk and compliance). Worked on Project Portfolio Management and Event Management. BUSINESS ANALYST Projects were implemented on agile framework. Functioned as the primary liaison between the business client and technical areas throughout the project life cycle. Created business and functional requirements, Lead projects with single or multiple stakeholders to elicit requirements, prioritize needs and deliver solutions. Provided stakeholders feedback and recommendation on enhancements based on industry standard and system capabilities. Tracked and communicated project status with all the levels of leadership and project teams. Prioritized and managed multiple projects to ensure projects are on track and all gates are met. Developed e-learning reference documents and job aids to inform users of enhanced functionalities. Presented release enhancement to end users through webinar and live presentation. EDUCATION Bachelor of Engineering in Information Technology JNTU, Hyderabad, India. Master s in Information Systems Security University of the Cumberland s, Kentucky, US PROFESSIONAL EXPERIENCE Client: AT&T, Bothell, WA August 2020 Present Service Now Developer/ Admin Project Description: To determine the service requests that are still being handled by other legacy tools outside of Service portal and to implement the modules that are not involved in the organization. Responsibilities: Involved in upgrading the implementations of Service Now version from ( Quebec to Rome, Rome to San Diego, San Diego to Tokyo, Tokyo to Utah). Creation and tracking of Incidents and Service Requests for the supported applications, first point analysis on tickets and assigning them to L2/L3/other service lines based on the scope. Expertise in HTML/CSS/JSON/java script/python/client script/ Angular JS 1.5/business rules /script includes /ACL rules /Ajax /UI Policies / UI Actions etc. and used in creating the service portal. Resolving typical users access and roles issues by checking active directory and users table. Provided training on Service Now tool, operations, limitations and capability to all the required teams. Creating Knowledge articles to document the steps in creating catalog items. Developed the functionality of versioning of the Knowledge Management for the knowledge and knowledge admin role-based users. Involved in creating roles and permissions for mobile app of Service Now. Performing migration activities of update sets from Dev to QA and QA to Prod. Peer Testing of the implementation in Dev and QA before migrating the Update sets. Worked on Automated Test Framework (ATF) test cases. Giving timely support to resolve any implementation and performance issues reported on tool. Implemented lot more customization and created new features on the portal which are easily accessible and usable by the user. Filed and categorized separation of incidents and requests and provided with ITIL dashboard on the portal for the resolvers. Implemented lot more customization and created new features on the portal which are easily accessible and usable by the user. Implemented Enhancement Request module from scratch to trace out the stories going through the demand funnel and following the process. Collaborate with the GRC team on the development of the GRC solution. Implementing, configuring, onboarding, and administrating GRC plugins. Created a customized role with all the required access to the entire application for the admin of GRC. Generate and present license compliance reports (regularly or upon request) by leveraging existing software asset management tool and software discovery tool, evaluate business/ financial impact, determine the Bank s current license position, and communicate results and recommendations to management, business and technology units. Ensure license entitlements and software utilization data are maintained in existing software asset management tool. Implemented Software Asset Management (SAM) Extensions plug-in automatically on all new instances of Service Now. Responsible for managing clone scheduling process & Asset management role request functionality. Created catalog items and customized the fields and used scripts to auto populate with all the required information up on loading the form by using client scripts. Worked on setting up Service portal content so that it's only available to authenticated users. Experience with Service Portal to determine the users logging in to the portal and customization with a combination of system properties and script include. Developed the jQuery widget with functionality of progressively enhancing the look and feel of web page. Designed and developed Service Portals using UI components and Widgets. Experienced in designing the Content Management System which involves layouts, Various Content Blocks, Content Pages, reusable widgets, and service catalog work. Developing Content Pages quickly and effectively using HTML5, CSS3, JavaScript, jQuery, HTTP and Bootstrap. During development, worked with JavaScript, XML to create front-end and back-end components such as forms, buttons, views, pages, business rules and workflows. Configuration of Email Notification and Alerts to notify users about specific activities in the system. Worked with network, azure and cloud teams to implement service catalogs which are being handled by other tools. Worked as a front-end developer for the Azure related catalog items with the complex workflows. Created record producers to insert the record on to the incident table to get more tiles on the service portal for issues and captured all the required fields on the native form. Implemented the API s to read data from Database and generated an XML file to put it into the task pool. Routed all the tickets to Service desk and provided with the ACL that they can rewrite the assignment group and captured reason for doing the changes. Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate. Integrated with Active Directory to capture all the Users and Groups information to the Service Now and assign the roles and providing permissions to access Service Now. Creating data sources and loaded the Service Now tables with different data formats and creating transform maps both automatic field mapping and scripting. Activated service desk survey to know how satisfied the users with the performance of the technician and created reports to capture the responses provided by them. Created SLA s and made sure the tickets are getting resolved within the provided SLA s, if not sending the email to the resolver and reminding. Implemented holiday schedule for multiple countries and made sure they are working in business hours. Created multiple complex workflows which triggers and calls different workflows in single workflow based on the rules and in order to automate the approval process. Implementation Customization and Maintenance of ITOM Module like Event Management configured Connectors for different Sources. Worked on creating Event Rules, Event Field Mapping and Alert Rules for different Monitoring tools based on the conditions from Events. Created events rules for events, and alert management rules. Identified the events that need to be transformed based on a set of matching conditions by using Event Management. Created and updated some event fields with Event Management module. Developed HR Service Portals with standard as well as non-standard service requests. Developed, configured and implemented Employee off board and on boards in scoped applications. Worked with the stake holders related to HRBP, HR Boards on Service Now Platform. Developed catalog items for HR module using client scripts and business rules. Implemented asset integration to push all the information related to that particular asset attached with the employee profile to Workday to update on the profile of employee. Used HR templates which allow you to automatically populate fields on an HR case or task form Involved in tracking, managing and fixing the Incidents, Problems or Changes related to Portal and sometimes Surf/Hi related issues Implemented scheduled jobs to update the information of the employee profile and to trigger tickets based the end date on the Termination tickets. In Data Encryption, Monitoring the Edge Encryption proxy servers that are connected to an instance, see how long they have been active, and use logs to troubleshoot and diagnose end to end activity. Customized the asset inventory form according to the business requirement to capture all the information related to them so that to update back through integration. Worked on SecOps to identify, prioritize and remediate vulnerabilities in software, operating systems and assets. Create, manage and maintain Security Operations (SecOps) Policies, Process and Procedures. Manage privilege access management compliance and remediation for service now SecOps. Identify, prioritize, and remediate misconfigured assets as a part of SecOps in service now. Work closely with relevant teams to ensure the highest possible level of service is provided within security compliance, incident response and remediation. In SecOps, installed a plugin for threat intelligence (as part of the Security Incident Response application) created and managed the threat intelligence information associated with security incidents in an organization. Involved in various inbound and outbound integrations using REST/SOAP messages, Direct web services and created various workflows and customized existing workflows for catalog items and change approval process. Provided with the solution for the existing breakage issue within the integration and made it workable. Setting up Azure AD integration and monitoring system performance to detect and resolve problems during the sync. Worked on tag- based Service mapping to build tags in cloud for grouping resources. Worked on Service Mapping to define business services, troubleshoot the discovery and mapping process as well as create new discovery patterns. Worked on Business Service mapping and wrote scripts in the sensors to map CI's so that the end user can have a graphical representation of CI's and their relationship through BSM. Configured and developed Configuration management Database (CMDB) from scratch and defining the CI classes and their relationships. Worked on End-to-End implementation of Configuration management database (CMDB) module using manual data load using Import Sets and Transform Maps, along with accurate data population from Discovery. Also worked on Mid Servers with Discovery for CMDB related work. Monitoring the CI change task for each change and providing the correct disposition for the CI as appropriate in the CI Life cycle. Managing the health of the CMDB which includes monitoring the Health Dashboards in Service Now. Setting up with the dashboards for the reports and created new reports for the surveys. Tracked, aggregated and visualized key performance indicators over time. Created Performance Analytics widgets, scorecards and dashboards. Client: Trinity Industries, Dallas, TX March 2017 July 2020 Service Now Developer/ Admin/ BA Project Description: Involved in analysis of end user requirements and gathered the requirement according to the business rules of the organization, and developed solutions in the Service Now platform that are ITIL V3 complaint and defined business solutions for ITIL users. Responsibilities: Involved in upgrading the implementations of Service Now versions from (Kingston to London, London to Madrid, New York to Orlando). Cloning the instances, raising the request for cloning and excluding some tables to not come under cloning. Actively participate in daily Scrum meetings and regular sprint planning, review, and retrospective meetings in Agile Methodology. Perform L3 troubleshooting of reported application problems. Writing script includes invoking them in reference qualifiers or variable scripting. Assist in the research process and function related to assigned tasks Meet with users to problem solve and define needs and requirements Assist in identifying and analyzing system solutions available through Service Now Assist in the preparation of technical specifications and document at meeting departmental guidelines Perform advanced customizations including Business Rules, UI Pages, UI Macros, UI Scripts, Script Includes, Client Scripts, workflows, custom tables, reports etc. Worked on setting up Service portal content so that it's only available to authenticated users. Worked with Import Sets and Update Sets in Service Now working on developing a complete new portal for HR. It is to be developed as a product. The target users are employers and job seekers. Experience with Service Portal to determine the users logging in to the portal and customization with a combination of system properties and script include. Investigate performance issues, learn troubleshooting tools, and use system logs to find issues Coordinates installation of Service Now upgrades and/or service packs. Develops and manages the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements or error correction. Develops and improves user systems procedures and prepares systems documentation. Establishes and maintains effective communications with customers, other technology specialists, and vendors about services. Respond to production problems and implement immediate resolution efforts across technology areas Implemented new service portal with the good look and filed and categorized separation of incidents and requests and provided with ITIL dashboard on the portal for the resolvers. Implemented lot more customization and created new features on the portal which are easily accessible and usable by the user. Implemented new feature on portal for request module called technician scheduler where user can schedule an appointment with the deskside technician which sets up a meeting on their calendar. Implemented the special tile on the service portal which will be populated and scrolled up on any updates / announcements and outages made by the organization Implemented Request module from scratch and separated the incidents from the requests. Created catalog items and customized the fields and used scripts to auto populate with all the required information up on loading the form by using client scripts. Created record producers to insert the record on to the incident table to get more tiles on the service portal for issues and captured all the required fields on the native form. Implemented the integration between Service Now-Workday which is related to the HR module to capture all the Termination and New Hires made by the organization. Familiar with the concepts of CMDB and Asset Management Services: Business Services and Configuration item relationships. Implemented Asset management and integrated with the workday to push the information of the asset attached to human so the record in both the systems is marched and upon Termination HR will collect asset. Routed all the tickets to Service desk and provided with the ACL that they can rewrite the assignment group and captured reason for doing the changes. Setting up with the dashboards for the reports and created new reports for the survey Creation of database views to extract the data from different CMDB tables and generate the reports. Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool. Created multiple complex workflows which triggers and calls different workflows in single workflow based on the rules and in order to automate the approval process. Created workflows for the Termination and New Hires made by HR and added some information message to the form by coloring the header for Termination tickets. Implemented scheduled jobs to update the information of the employee profile and to trigger tickets based the end date on the Termination tickets. Solving the existing breakage issue within the integration and made it workable. Integration: Also worked on cleaning up the Configuration management database (CMDB) records and implemented the new CI s records using import sets. Integrated with LogMeIn to Rescue remote support solution to capture the performances and information what a resolver does on the ticket. Participated in designing the Authentication services and Entitlement services on REST and SOAP. Integrated Service Now with other applications using RESTful Web Services. Developed solutions using Ajax, JavaScript, Web Services REST, SOAP, and other web technologies to integrate ServiceNow with internal/ external systems and tools. Business Analyst: Involved in gathering the requirements from the business users, stake holders and responsible for managing the end requirement as well. Created documentation and templates for the requirement and got finalized by the business stake holders. Tracked and communicated project status with all the levels of leadership and project teams. Prioritized and managed multiple projects to ensure projects are on track and al gates are met. Developed e-learning reference documents and job aids to inform and users of enhance functionalities. Client- AJR Info System Private Limited, Hyderabad January 2012 July 2015 Service Now Developer/Admin Project Description: Involved in analysis of end user requirements and business rules based on given documentation and worked closely with tech leads and Business analysts in understanding the current Service Now system, and developed solutions in the Service Now platform that are ITIL V3 complaint and defined business solutions for ITIL users, Designed and implemented new functionality using UI policies and Data policy. Responsibilities: Worked with business analysts to design requirements so they could be more easily and quickly developed and tested Contributed to the success of multi-million-dollar projects such as a complex customized ordering system for a large client, as well as the complete revamping of the existing GES US/Canadian online ordering system for the European market. Completed enhancement successes as a result of new functionality along with defects status. Participated in the upgrade implementations of Service Now Eureka to Fuji Development of Service catalog which includes creating new catalog items, designing workflow and execution plans. Discussing the business requirements with clients and documenting them into process requests. A Service Now expert with experience on implementing end-to-end Service Catalog, Incident Management, Configuration Management (ITCM) & Asset Management (ITAM), Change Management and Release Management with Knowledge of Content management. Has been part of end user self-service portal management. Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now. Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning. Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand. Worked on CMDB from the scratch. Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool. Worked extensively on LDAP integrations. Incredibly good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC. Implemented Service Oriented architecture and web services integration (SOAP, WSDL, REST) Good knowledge on Single Sign on and event-based integrations. Setting up Configuration Management from scratch defining the CI classes and their relationships. Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, cHTML5 Written Catalog client scripts and UI policies to make client-side changes. Created the UI pages to use them in catalog items, using UI scripts. Written script includes invoking them in reference qualifiers or variable scripting. Integrated Service catalog module with Net cool monitoring tool using Web Services and fixing the issues which come up while the tolls are getting interacted. Responsible for the Service Now tool administration module and creation of new Users, Groups, Roles, IT Services, Application, Business Services, Routing rules. Performed requirements gathering & validated requirements with stakeholders Participated in Service Now implementation of Self-Service Portal for end user s usability Reviewed & translated business needs into Requirements for technical development teams (Dev Ops) Represented project stakeholders throughout Requirements gathering & development process. Revamp Service Catalog of about 200 catalog items by classifying them into two major classes as Service Catalog and Technical Catalog Managed user story backlog of requirements in an agile environment for process owners on Incident, Problem, Change, request fulfillment and Service Catalog Management. Written and reviewed test scripts for UAT Testing of enhancements developed for various process areas Managed email templates & SLA notification for Problem, Incident, Request Fulfillment, User Story tasks and deployment activities during application development lifecycle. Managed email notifications requirements for different process areas Created document mock-ups to support requirements & write use cases with process scenarios Identified opportunities for business process improvement based on the IT Service Catalogue and promote IT service and value. Keywords: continuous integration quality analyst business analyst user interface javascript access management active directory information technology hewlett packard Alabama Texas Washington