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Eeshwar - Service Now

[email protected]

Location: Plano, Texas, USA

Relocation: Any where to USA

Visa: H1B

PROFESSIONAL SUMMARY: About 8+ years of experience in IT Industry with 9+ years of experience in ITIL and IT Service Management Solutions in IT Infrastructure with expertise in the ITSM, ITBM (ServiceNow). A Service Now expert with experience on implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System and Service Portal. 3+ years of experience in Java and web application development. Experience developing ServiceNow applications from business requirements and technical design documents. Experience in activities related to Configuration like Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions, and Approval Process. Experience in configuring and customizing all aspects of ServiceNow like UI actions, UI policy, Business rules, Data policies, Client scripts. Created a responsive service catalog for accessing real time data on the Portal. Utilized Orchestration to extend workflows to interact with systems and applications outside the ServiceNow instance and automated the process Created new service Catalog items, order guides, record producers and modifying the existing ones as per user needs. Implementing ITIL V3 aligned processes in ServiceNow. Development experience adhering with SDLC processes like Waterfall, Agile, and Test-Driven Development. Worked on different testing methods like Unit Testing, Junit Framework Testing. Good Experience on maintaining the projects by using GRC Module. Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients. Experience in ServiceNow development using JavaScript, Web Services, Web API's and integrations with internal/external systems and tools like LDAP, Stripe, JIRA, MID servers, SSO. Knowledge of security concepts. Performing governance activities monitoring of all supplier service level agreements and addressing operational issues Providing weekly and monthly reporting of the status of security operations. Monitoring request, incident, and problem queues to ensure SLAs are met. Provide L3 support for security products and tools. Analyzing network infrastructure change requests and raising potential risk issues. Implementation of IRM in GRC and customizing dashboards. Integration expertise from IRM to other 3rd party application. Basic understanding of Risk Management and Cyber Security processes. Experienced in Importing existing risk data into ServiceNow. Analyze audit reports to identify classes of risk and recommend corrective actions to IT management. Assist in the integration of assessment of assets, threats and vulnerabilities and assists in weighing the calculated risk against the projected cost of security and working with vulnerability management tools. Build a process and Ownership of APM/TPM in ServiceNow. Developing Service Catalogs and various Enhancements in ServiceNow. Configure Automated Test Framework to automate testing scenarios of APM. Update APM modules upon release of ServiceNow New versions/Patches to mitigate vulnerabilities. Experience on developing ServiceNow Portal UI pages using AngularJS, HTML, CSS, Java Script, and Bootstrap in ServiceNow studio. Developed web application development using AngularJS, Bootstrap and manual and ATF testing of web application. Leveraging knowledge and experience to deliver end-to-end methodologies within Service Now, which includes architecting technical and coordinating effort of administrators. Configured CMDB by integrating SCCM, HPSM and implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort, interfacing with vendors and managers. 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. Experience using DISOCVERY tool to fetch CI related information. Extensive knowledge of Front-End Technologies: JSP, HTML, JSTL, DHTML, JavaScript, JSON, AJAX and CSS, XML, XSL, XSLT. Experience working with various versions of ServiceNow Eureka, Fuji, Geneva, Helsinki and Istanbul, Jakarta, Kingston, London, Madrid, New York, Orlando. Extensive experience in working with JavaScript Frameworks like jQuery and JSON. Extensive experience working with databases Oracle PL/SQL, MySQL and SQL Server. Modules ITSM, ITOM, ITAM, ITIL, Service Now, CMDB, Orchestration, LDAP and GRC Programming Languages Java, C, C#, HTML, CSS, Java Script, jQuery, SQL, PL/SQL AngularJS. Software Methodologies SDLC, Waterfall, Agile, Scrum Databases Oracle 8.x/9i/10g/11g, MySQL, SQL Server Database Tools SQL Client, TOAD, SQL Developer Web/Application Servers IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat TECHNICAL SKILLS: EDUCATIONAL QUALIFICATIONS: Bachelor of Technology from JNTUH, India. PROFESSONAL EXPERIENCE: Dell Technologies, TX October 2018 Till Sr. Service Now Developer/Admin Responsibilities: Performed routine troubleshooting exercises for CI errors for WMI (Windows), SSH (Unix), and SNMP (Network) devices during Classification, Identification and Exploration stages of Discovery. Participated in firm wide and other department projects / initiatives as a GRC representative / subject matter expert to provide GRC guidance and interpretation of rules, regulations, risks, and best practices. Create and implement policies, procedures, training and communication of the new policies and procedures to support these projects. Participated in the filing and creation of the GRC goals. Enhanced internal audit functions to further align to company strategy and risk. I have done GitLab POC and implemented for CI/CD pipeline for code migration to higher instances, Code scan and Code peer review. Created reports, workflows, and data imports for Incident, Problem, Service Request, and Change Service Now modules. Working with Microsoft Teams Integration to Add/Update, send chat message, send channel message records creation, or update records by installing spokes in flow designer. Extensive development in our ServiceNow platform including creation and customization of our Incident, Request, Service Change, Service Level, Knowledge and Configuration (CMDB) applications and processes. Strong expertise in ServiceNow ITOM and CMDB modules, including Discovery, Service Mapping, Event Management, and Configuration Management. Familiarity with ITIL processes and best practices related to ITOM and CMDB. Collaborate with stakeholders to gather requirements and translate them into technical specifications for ServiceNow ITOM and CMDB solutions. Design, develop, and configure ServiceNow ITOM and CMDB modules, including Discovery, Service Mapping, Event Management, and Configuration Management. Customize ServiceNow workflows, business rules, UI policies, and notifications to support ITOM and CMDB processes and automation. Configure and maintain the CMDB data model, ensuring accurate and up-to-date configuration item (CI) information. Integrate ServiceNow with other ITOM tools and external platforms using APIs and web services. Stay updated with the latest ServiceNow releases and ITOM/CMDB-specific features, proactively identifying opportunities for process improvement and system optimization. Collaborate with other developers, administrators, and business analysts to deliver integrated solutions that meet the ITOM and CMDB needs of the organization. Collaborate with cross-functional teams to define and implement ITOM and CMDB best practices, ensuring alignment with industry standards and ITIL processes. Configured event management (ITOM) by configuring connector instances and connector definitions. Experience in setting up Mid servers. Worked on Discover and setup Mid servers and check for the connectivity, became an expert in troubleshooting Mid servers in discovery tool. Problem API: developed a single API for all the problem integrations in this a scripted soap webservice is created and a script includes which does all validations and operations. Incident API: developed a single API for all the problem integrations in this a scripted soap. Webservice is created and a script includes which does all validations and operations. Experience in designing developing and administrating ITOM Service Now. Development of Service Catalog which includes creating new Catalog items, designing workflows/Floe Designer and execution plans. Created and maintain API and data integration processes between Service Now and other services. Experience in communicating with external web services using SOAP messages and REST. Experience in loading assets into Service Now from third party system using Web Services and Import Sets. Implemented SN discovery, developed discovery schedules with segregated. IP Ranges as provided by the client, scanned those IP ranges and did troubleshooting accordingly almost for every kind of device like WMI, SNMO etc. Worked on Service Portal development with Bootstrap and AngularJS. The ESS portal in Service Now is being replaces with the Service Portal to have better end user experience. Several High-End UI customizations are built from the scratch. Worked on Modules of ServiceNow like Incident Management, Change Management, Service catalog and Reporting and few other custom applications. Responsible for the Implementation of SNOW ITSM Suite, Discovery, CMDB, Event Management, Service Mapping. Created Database views to create reports across multiple tables. Working Knowledge on Single Sign on(SSO) and event-based integrations. Performed Integrations and Process automation using Service Now Orchestration. Created Service portals an alternate to CMS using the AngularJS and Bootstrap framework. Worked on Process automation using Service Now Orchestration & experience writing orchestration workflows such as content management and Web Services. Implemented Social IT and Chat application for the end user support. Involved in various Service Now customizations as per client s requirement. Developed, Managed, Measured, and reported on Key SLA metrics including mean time to repair, Resources required per case, and issue avoidance. Enhances Business Rule to avoid empty configuration items to be inserted into CMDB after discovery tool runs a schedules job. Have been involved in writing REST APIs , creating script includes, Business Rules, Client Scripts, Ajax Scripts, Data Policies, Assignment Rules, Scripted ACLs, Schedule Jobs, Scheduled Reports and inbound actions. Generate and maintain all Resource Management Reports and analytics including utilization and demand / supply gaps. Recommend process improvements for Resource Management. Populated CMDB with configuration items (CI) using Discovery. Created schedules, reports and monitor performance of ServiceNow. Controls the receipt, identification, storage, and withdrawal of all supported CIs. Worked as CI Librarian, Cleaning up the Data from CMBD and Maintenance of Asse Implemented IT Business Management (ITBM) from Scratch. Worked on ServiceNow to GitLab integration from scratch. Customizing and Development of Resource Management Module. Attend and provide management support to the Resource management meetings Collaborate with project managers to understand Project Resource Demands and assist in schedule development Provide data input for workforce strategy, maintain Resource Forecasts, and monitor implementation of the departmental workforce strategy. Generate and maintain all Resource Management reports and analytics including utilization and demand / supply gaps. Created Applications, Modules, Tables, and Columns as per the requirement specifications in ServiceNow. Developed Integration between ServiceNow INC, SC_task and Salesforce Lightning Case. Developed ServiceNow portal UI pages using AngularJS, HTML, CSS and java Script. Involved in creating users, groups, roles and load the data to service now using import sets on daily, weekly or requirement basis. Performs core configuration tasks including system policies, business rules and client scripts. Created reports, workflows, and data imports for Incident, Problem, Service Request, and Change Service Now modules. Developed and managed ongoing supplier guidance and forecasted work volumes to partner field resources. Participated in the filing and creation of the GRC goals Developed the strategic plan and roadmap to mature the initial implementation of our RSA Archer/GRC application Leverage industry and technical expertise to assist management to address more effectively risks (GRC) associated with the business Developed IT strategy, enterprise security architecture and technology roadmap. Lead all risk and security projects. Achieved 100% Sarbanes-Oxley (SOX) and other security compliances by developing and implementing enterprise-wide IT controls using the COBIT, ISO 2700x, PCI, HIPAA, and ITIL frameworks. Developed IT strategy, enterprise security architecture and technology roadmap. Lead all risk and security projects. Developed comprehensive risk management, PII and privacy, vulnerability management, and incident management (data breaches) programs. Originally wrote and recently updated United Waters Systems Development Lifecycle (SDLC) that is used for all IT projects. Recognized need for comprehensive IT disaster recovery and business continuity, sold concept to senior management. Developed disaster recovery requirements and budgets, built cost-effective disaster recovery center, and tested disaster Recovery and business continuity plans. Created security strategy and audit programs for SCADA systems. Using only internal resources successfully lead 4 M&A IT integrations that more than doubled company size. Successfully migrated legacy CRM/CIS systems in Oracle Utilities Customer Care and Billing (CC&B) and AMI. Assisted management in the assessment of project risks and controls Applied the concepts of Enterprise Risk Management to help identify, assess, mitigate, and proactively consider emerging risks Maintaining the metrics and reports around the allocation of Resource Allocation. Created Applications, Modules, Tables, and Columns as per the requirement specifications in ServiceNow. Involved in creating users, groups, roles and load the data to service now using import sets on daily, weekly or requirement basis. Performs core configuration tasks including system policies, business rules and client scripts. Created various frontend forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros. Customized the out of the box self-service page according to the requirements. The Service Catalog was replaced with a catalog item giving the users access to create an issue that will go through approval workflow in the customized table. Perform day to day administration of the ServiceNow, Maintain business services and configuration item relationships in ServiceNow. Performed routine troubleshooting exercises for CI errors for WMI (Windows), SSH (Unix), and SNMP (Network) devices during Classification, Identification and Exploration stages of Discovery. Worked on CMDB from the scratch. Configured multiple forms for Asset module using configuration management database. Manage and monitor change process for all assets. Used import sets and transform maps to import data into ServiceNow. Provide information on the status of CIs. Numbers, records, stores and distributes Configuration Management issues. Created reports for reporting of different ITSM processes. Good Hands Experience on CSM. Developed number of codes and test technical solutions for ServiceNow implementations. Created a responsive service catalog for accessing real time data on the portal. Created new service Catalog items, order guides, record producers and modifying the existing ones as per user needs. Created a new Service Portal which is the ones Topshop for all new hires. Created new landing pages, custom widgets, reports. Involved in customization and implementation phase of Human Resource Service Management Module. Automated standard HR processes like Onboarding, Induction, Training, and other Approval processes using HR Lifecycle Events. Hands on experience on Flow Designer. Configured Midriver from Scratch and Troubleshooting Mid servers. Implemented DocuSign Integration with ServiceNow from scratch. Created Applications, Modules, Tables, and Columns as per the requirement specifications in ServiceNow. Involved in creating users, groups, roles and load the data to service now using import sets on daily, weekly or requirement basis. Development of Service Catalog which includes creating new Catalog items, designing workflows and execution plans. Created reports, workflows, and data imports for Incident, Problem, Service Request, and Change Service Now modules. Extensive development in our ServiceNow platform including creation and customization of our Incident, Request, Service Change, Service Level, Knowledge and Configuration (CMDB) applications and processes. Performs core configuration tasks including system policies, business rules and client scripts. Created various frontend forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros. Development and Implementation of Service Watch for Automation of IT operations Management (ITOM). Customized the out of the box self-service page according to the requirements. The Service Catalog was replaced with a catalog item giving the users access to create an issue that will go through approval workflow in the customized table. Perform day to day administration of the ServiceNow, Maintain business services and configuration item relationships in ServiceNow. Performed routine troubleshooting exercises for CI errors for WMI (Windows), SSH (Unix), and SNMP (Network) devices during Classification, Identification and Exploration stages of Discovery. Participated in firm wide and other department projects / initiatives as a GRC representative / subject matter expert to provide GRC guidance and interpretation of rules, regulations, risks, and best practices. Create and implement policies, procedures, training and communication of the new policies and procedures to support these projects Participated in the filing and creation of the GRC goals Enhanced internal audit functions to further align to company strategy and risk Worked on CMDB from the scratch. Used import sets and transform maps to import data into ServiceNow. Populated CMDB with configuration items (CI) using Discovery. Controls the receipt, identification, storage, and withdrawal of all supported CIs. Provide information on the status of CIs. Numbers, records, stores and distributes Configuration Management issues. Assists in the identification of products and CIs. Maintain status information on CIs. Collects and retains information that will assist in the assessment of what CIs are impacted by a change to a product. Produces configuration status accounting reports. Undertakes periodic audit of configuration information. Prepared documentation for CSDM Implementation. Good Hands Experience on Angular JS and creating portals. Created a new Service Portal which is the one Stop Shop for all new hires. Created new landing pages, custom widgets to show the HR Onboarding tasks, Onboarding progress. Worked on ITAM from the scratch. Integrate ServiceNow with other ITAM tools and external platforms using APIs and web services. Integrate ServiceNow with other ITAM tools and external platforms using APIs and web services. Implementation of the ITAM processes like Asset management and Service Catalog in UTAH instance. Support and maintain complex gateway interfaces between ITAM,ITOM, CMDB and other corporate systems. Development and Implementation of Service Watch for Automation of ITAM. Created reports and dashboards for reporting of different ITAM processes. Created schedules, reports, and monitor performance/ITBM of ServiceNow. Develop and track performance metrics for portfolio programs. Used performance analytics reports in the service portal to show various charts and trends in the Onboarding portal. Problem API: developed a single API for all the problem integrations in this a scripted soap webservice is created and a script includes which does all validations and operations. Incident API: developed a single API for all the problem integrations in this a scripted soap. Webservice is created and a script includes which does all validations and operations. Experience in designing developing and administrating ITOM Service Now. Tracking Realtime reports and future road maps. Involved in customization and implementation phase of Human Resource Service Management module. Automated standard HR processes like Onboarding, Induction, Training and other Approval processes using HR Lifecycle Events. CI classes, model and CI relationship configurations by using OOB CI classes and extending the OOB CI classes as required Strong expertise in ServiceNow ITOM, ITAM and CMDB modules, including Discovery, Service Mapping, Event Management, and Configuration Management. Familiarity with ITIL processes and best practices related to ITOM and CMDB. Collaborate with stakeholders to gather requirements and translate them into technical specifications for ServiceNow ITAM, ITOM and CMDB solutions. Design, develop, and configure ServiceNow ITOM and CMDB modules, including Discovery, Service Mapping, Event Management, and Configuration Management. Customize ServiceNow workflows, business rules, UI policies, and notifications to support ITOM and CMDB processes and automation. Configure and maintain the CMDB data model, ensuring accurate and up-to-date configuration item (CI) information. Integrate ServiceNow with other ITOM tools and external platforms using APIs and web services. Eliminated the number of checklists, email exchanges, and phone calls performed by the HR team using automated HR task templates, HR Managed documents module. Created Applications, Modules, Tables, and Columns as per the requirement specifications in ServiceNow. Involved in creating users, groups, roles and load the data to service now using import sets on daily, weekly or requirement basis. Development of Service Catalog which includes creating new Catalog items, designing workflows and execution plans. Created various frontend forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros. Development and Implementation of Service Watch for Automation of IT operations Management (ITOM). Configured ServiceNow Discovery and Orchestration. Customized the out of the box self-service page according to the requirements. The Service Catalog was replaced with a catalog item giving the users access to create an issue that will go through approval workflow in the customized table. Perform day to day administration of the ServiceNow, Maintain business services and configuration item relationships in ServiceNow. Performed routine troubleshooting exercises for CI errors for WMI (Windows), SSH (Unix), and SNMP (Network) devices during Classification, Identification and Exploration stages of Discovery. Implementation of the ITIL processes like Configuration management and Service Catalog in Kingston instance. Utilized Orchestration to extend workflows to interact with systems and application code outside. Involved in upgrading version of ServiceNow from Jakarta to Kingston with focus on Service Catalog and have knowledge with patches for same version. Created reports for reporting of different ITSM processes. Developed number of codes and test technical solutions for ServiceNow implementations. Developed solutions using JavaScript, Web Services, SOAP, and other web technologies to integrate ServiceNow with internal, external systems and tools. Participated in validating Form and Table level using UI Policies in ServiceNow. Involved in designing, development of Home Page, Place Order for Service Catalog, Knowledge base, create a service ticket. Created Knowledge articles to document the steps in creating the catalog items. Created roles and ACL s to applications created in ServiceNow. Created a responsive service catalog for accessing real time data on the portal. Created new service Catalog items, order guides, record producers and modifying the existing ones as per user needs. Worked on Glide AJAX and Glide Records for scripting and UI actions. Managed MID Server, scheduled jobs, import sets and transform maps to maintain integration with associated databases and maintain CMDB Involved in LDAP integration with Service Now for obtaining users and groups. Customized ITSM, Incident, CPA custom application, Problem Management and Change Management modules based on user Requirements. Configured multiple forms for Asset module using Configuration Management Database. Environment: Service Now, JavaScript, XML, HTML, Windows, UNIX, AJAX, and ITIL. Dropbox, CA February 2018- Sept 2018 Sr. Service Now Developer/Admin Responsibilities: Created Applications, Modules, Tables, and Columns as per the requirement specifications in ServiceNow. Involved in creating users, groups, roles and load the data to service now using import sets on daily, weekly or requirement basis. Development of Service Catalog which includes creating new Catalog items, designing workflows and execution plans. Customized the out of the box self-service page according to the requirements. The Service Catalog was replaced with a catalog item giving the users access to create an issue that will go through approval workflow in the customized table. Perform day to day administration of the ServiceNow tool Maintain business services and configuration item relationships in ServiceNow tool. Implementation of the ITIL processes like Configuration management and Service Catalog in Jakarta instance. Created reports for reporting of different ITSM processes. Developed number of codes and test technical solutions for ServiceNow implementations. Worked on the latest release Helsinki which is the advanced release and discovered ServiceNow upgrades. Worked on Configuring the IP Addresses to help find out the undiscovered CI's into CMDB. Provisioned the Amazon EC2 services using ServiceNow Orchestration. Interface extensively with all areas of the organization including Operations and Development. Performs core configuration tasks including system policies, business rules and client scripts. Created notifications based on user requirements and configured inbound email actions to create incidents or requests. Worked on CMDB from the scratch. Created roles and ACL s to applications created in ServiceNow. Created schedules, reports and monitor performance of ServiceNow. Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand. Developed solutions in the service-now platform that are ITIL V3compliant and defined business solutions for ITIL users. Participated in validating Form and Table level using UI Policies in ServiceNow. Developed solutions using JavaScript, Web Services, SOAP, and other web technologies to integrate ServiceNow with internal, external systems and tools. Designing Technical Specs pre-development and updated post Development. Developed the business logic based on the requirement. Involved in upgrading version of ServiceNow from Geneva to Helsinki with focus on Service Catalog and have knowledge with patches for same version Involved in designing, development of Home Page, Place Order for Service Catalog, Knowledge base, create a service ticket, Schedule a call from the service desk and schedule a time for solving the issues with one to one personally. Environment: Service Now, JavaScript, XML, HTML, Windows, UNIX, AJAX, and ITIL. Medreview, NYC, NY March 2016- January 2018 Role: Service Now Developer Responsibilities: Working with client and functional requirements within ServiceNow. Facilitating rollout of new applications and modules. Worked on customizing Incident, Problem and Change management screens using Client Scripts, UI Policies, UI Actions and Business Rules. Design and implement new functionality using Business Rules, UI Policies, and Access Lists Created Buttons and context menus both on form and lists using UI actions Service Catalog and Request Workflow Design and Configuration Designing the Content Management System for Varian system which involved layout, CSS and service catalog work. Created various workflows for Incident Management, Change Management, Service Requests and SLA's. The service we also provide to clients is a semi managed service for administering their Service desks that has been implemented. This includes various administration tasks within Service desk software. Designed many email templates by using html and jelly scripting and used them in notifications Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate Written script includes and invoked them in business rules and client scripts Imported Configuration Items (CI) using import set tables Created data sources and loaded the Service-Now tables with different data formats Also worked on Asset Management and loaded the data into it. Integrated Fire eye tool with Service-Now using Email integration i.e., inbound actions scripting. Worked on the integration of ServiceNow with Siebel, integrated Service Catalog and Incident module. Environment: ServiceNow, AJAX, JavaScript, CSS, XML, HTML, XHTML, Windows 7. Amity soft Technologies, Hyderabad, India Apr'2015- Dec 2015 Role: Java Developer Responsibilities: Object Oriented Analysis and Design for the system from use case and requirement documents using UML, Rational Rose. Involved in designing system architecture and identifying proper patterns and framework for the system. Participated in analysis activities, software design and design reviews with Sun Microsystems. Communicated with Business Owners to finalize Use Cases, Design documents and System Architecture documents. Designed EJB components using EJB design patterns. Used J2EE Design Patterns such as Session Facade, Business delegate, Factory, Request Helper, Command, Singleton, Value Objects and Data Access Object. Designed Web Services architecture for the application using SOAP, XML/XSLT, WSDL and UDDI. Designed wizard based Credit application module for the application. This module is the heart of the application and was a complex one. Co-ordinate the user interface design with the separate group responsible for the HTML layout. Environment: J2EE, Struts (Tag libraries, Tiles ), XML/XSLT, Log4J, LDAP, JDBC, Oracle, UNIX, Web Services (SOAP, XML/XSTL, WSDL & UDDI), UML, Rational Rose, Visio, J2EE Patterns, RUP, Windows 2000. Keywords: cprogramm csharp continuous integration continuous deployment user interface javascript information technology golang procedural language California Colorado New York Texas