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Madhuri reddy - Service now

[email protected]

Location: Irving, Texas, USA

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Visa: H1B

Name: Madhuri Contact no: +1 703-745-8917 CAREER SUMMARY IT Professional 10+years of total experience as Admin and Developer and implementation of ITIL V3 methodologies and ITIL processes. HRSD improvement to Case Management, Onboarding, and Employee Experience by leveraging data analytics to optimize the employee experience. Successfully developed and implemented multiple ServiceNow projects including ITSM modules like Incident, Problem, Knowledge, Service CatLog, Custom Application Development (Scope and Global), Change Management, Planned Maintenance, REST API Integrations. Qualified Good experience with requirements gathering to support ongoing business needs for ServiceNow configuration, implementation, ITOM, and support , vendor risk management(VRM). ServiceNow CSM and / or FSO related implementation projects. I have experience running technical workshops for CSM workflows (Banking preferably) modules (Data Model, Tables, Data requirements, etc.) Implementing security controls and measures reduces the risk data breaches and unauthorized access in GRC. CAM module configuration and implementation, Risk assessment and mitigation Expertise in Automated Discovery, Manual Discovery, Service Discovery. SPM is a discipline within IT Service Management (ITSM) that focuses on managing the services offered by an IT organization to its customers. Automation experience including ATF and Selenium . Manage defects, enhancements, and continuous improvement issues via Agile and waterfall methodologies. HRSD module is enables organizations to manage HR services and managers. CDMB a database that contains information about the hardware, software Prioritize IT incidents and problems based on business impact. Hands on experience on Workflows, background scripts, Server and Client Script, ACL s, import sets, Email Notifications, Reports, scheduled jobs, and migration of update sets between different environments of ServiceNow. Deep expertise and experience in configuring SLA, Client Scripts, UI Policy, Workflows, email notifications, reports, scheduled jobs, access controls, import sets, Web services, Content Management, and migration of update sets between different environments of Service-Now. TECHNICAL SKILLS ServiceNow | ITSM | CSS | HTML | Agile Methodology | SQL |ATF|CAM| REST APIs |SAM|HAM |CSM| Integration| SPM |FSM|CMDB|HRSD | Custom Application | ITOM|| SPM |ITIL| Angular JS| KEY ACHIEVEMENTS Timely deliver critical projects with challenging deadlines Successfully involved in the upgrade processes of ServiceNow instances Client appreciations received for dedication and enthusiasm towards work. CAM module configuration and implementation, Risk assessment and mitigation. GRC platform administration and maintenance Developed and implemented a custom ServiceNow application for a client, resulting in a 25% increase in efficiency and a 15% reduction in errors of ITSM /ITIL module. ITSM, HRSD, and Custom Applications to streamline operations and enhance user experience. CMDB consistency support ITSM and incident, change, problem management Collaborated with cross-functional teams to troubleshoot and debug ServiceNow applications, resulting in a 30% reduction in downtime and improved user satisfaction scores. Created and maintained technical documentation for ServiceNow applications, ensuring compliance with industry standards and best practices. CERTIFICATIONS Certified ServiceNow Administrator (CSA). Certified Application Developer (CAD). EMPLOYMENT HISTORY Organization Designation Duration Exeter Finance(Dallas, Texas) Senior ServiceNow Developer Jan 2024 to Present O2F Info Solutions (Implementer: TCS) Senior ServiceNow Developer Nov 2022 to May 2023 DIigimetrix Technologies Pvt ltd (Banglore) ServiceNow Developer Oct 2017 to Nov 2022 Employee Based Software (Bangalore) ServiceNow Admin & Application Support Feb 2010 to Aug 2013 PROFESSIONAL EXPERIENCE: Project: 1 Project Name :Enterprise IT Service Automation (Jan 2024 to Present) Client : Exeter Finance. Team size :10 Role : Sr ServiceNow Developer. Project Description: Prudential Financial Inc. whose subsidiaries provides insurance, Retirement planning, investment management and other products and services to both retail and institutional customers throughout the United States. This project focuses on automating and optimizing IT service delivery and support processes within a large enterprise using the ServiceNow platform. Gen AI is integrated to bring intelligent insights and automation to various aspects of IT service management. Roles & Responsibilities: Implement and configure the ServiceNow Configuration Management database (CMDB) to accurately track and manage IT assets. Establish relationships between configuration items to create a comprehensive view of the IT infrastructure. Customize the Incident Management and Change Management modules in ServiceNow. Integrate Gen AI to automatically analyse incident patterns, identify root causes, and suggest resolutions. Discovery used to enhance IT service delivery and support. GRC Platform: Implemented and configured CAM module to manage compliance and audit processes. Compliance Management: Developed and maintained compliance policies, procedures, and controls Compliance Management: Developed and maintained compliance policies, procedures, and controls REST API Manage customer inquiries and issues from multiple channels in a single platform. FSM Work order management. HRSD processes comply with organizational policies, standards, and regulations. Automate fulfilment workflows to expedite service delivery. CMDB enables organizations to better understand their IT infrastructure, reduce downtime, and improve overall IT service delivery. Implement natural language processing (NLP) for better search results and content relevance. Enable the system to suggest relevant knowledge articles based on incident details. Identify routine and repetitive tasks within IT Operations. Develop automation scripts and workflows in ServiceNow to handle these tasks. Environment: ServiceNow, HRSD, JavaScript, CMDB, Service Portal, CAM,ITIL, HAM, CSM, SAM, Webservices, SLDC , HRSD,XML, HTML, CSS, jQuery, Project: 2 Project Name : Telecom(Nov 2022 to May2023) Client : Prudential Financial(AMERICAN COMPANY). Team size :10 Role :Sr ServiceNow Developer. Project Description: Prudential Financial Inc. is an American Fortune 500 company whose subsidiaries provides insurance, Retirement planning, investment management and other products and services to both retail and institutional customers throughout the United States and in over 40 other countries. Roles & Responsibilities: Interact with process owners, business users and stake holders for gathering the requirements. Developing and configuring Business Rules, UI Policies, CataLog Client Scripts and Client Scripts, etc. Service Catalog designing and workflow implementations. Configuring assignment rules. Configuring Custom Related List, Dictionary fields. Configuring of Existing scripts, UI policies and UI actions. CAM module configuration and implementation, Risk assessment and mitigation HRSD helps ensures that changes and updates to the platforms. Design the application or change in application due to business requirement. SPM for Defining and documenting services REST API Manage customer inquiries and issues from multiple channels in a single platform. Expertise on creation of workflows for Service Catalog items and Forms in ServiceNow. CMDB enables organizations to better understand their ITIL, reduce downtime, and improve overall IT service delivery. Created Knowledge articles to document the steps in creating the catalog item. Created countless Business Rules using the Glide Record operations. Testing and quality assurance of code before moving to production. Helping business users and application leaders to resolve specific issues related to Service-Now application. Environment:ServiceNow,ITSM,AngularJavaScript,CSM,WebServices,ITIL,HAM,SAM,CMDB,ServicePortal,ServiceMapping,HRSD,XML, DHTML, CSS, jQuery, Json. Project: 3 Project Name : Manual Hub (Aug 2020 Nov 2022) Client : Manual Wood Workers. Team size :06 Role : Sr ServiceNow Developer Project Description: Manual Hub is a privately owned manufacturer and wholesale distributor based in the mountains of Western North Carolina. Since its beginnings in 1932, Manual has proven its ability to identify trends in the gift and decorative accessories industry and provide its customers with the finest products at the lowest available price. Roles & Responsibilities: Developed Service Catalog items, Order guides, record producer, Variable Sets, UI Policies, Data policies, UI Actions, ACL s, Client Scripts, script includes, Business Rules, transform maps and Web services. Reviewing code and findings as per the best practices of Service Now Monitoring and finding impact during the Instance Upgrade. Creating the SDLCs and fixing of issues. Onsite - offshore communication and co-ordination. Created and maintained technical documentation and process map on components, bug fixes. Given a knowledge session to the client and the team members about the functionality. REST API for Analysing service demand and usage. Support UAT testing and provide pre and post go-live support. ATF helps ensures that changes and updates to the platforms. creating effort estimates and configuring the functionalities within CSM / FSO modules.. Review and approve Functional Requirement Specifications HRSD provides a set of best practices and guidelines for managing IT services, including: SPM identifies, assesses, and mitigates project risks. Identify system deficiencies and recommend solutions. Configure and implement ServiceNow scripts in the form of business rules, client scripts, UI actions, and UI policies and scheduled jobs. Environment: ServiceNow, HTML, XML, CSS, JavaScript, SLDC,CMDB,HRSD, AJAX, REST API ,Media Queries, ATF ,jQuery. Project: 4 Project Name : Brookfield Asset Management (BAM) (Sep 2019 - Aug 2020) . Client : Brookfield Team Size : 08 Role : Sr ServiceNow Developer. Project Description: Brookfield Asset Management manages a range of public and private investment products and services for institutional and retail clients. We earn asset management income for doing so and ensure strong alignment of interests with our clients by investing alongside them. Our access to large-scale capital enables us to make investments in sizeable, premier assets and businesses across geographies and asset classes that we believe few others can.: Roles & Responsibilities: Worked on Incident Management, Problem Management and providing support to Servers. Worked with Service Level Agreement (SLA). Created the email Notifications as per the client requirements. Maintaining Reports/Dashboards and Forwarding to L3 team for minor issue if fix is required. Handling the issues related to installation, update, configuration, operations, or performance. Help the support teams to solve customer issues with ServiceNow integrations, at times getting on call with customer. CSM/FSO in ServiceNow, organizations can improve customer satisfaction, reduce costs, and increase efficiency in their customer service operations ITAM processes comply with organizational policies, standards, and regulations. Worked on client side and server-side scripting according to the client requirements. Worked on UI policies, client script, Business rules and UI Actions. Ensure the latest release of ServiceNow application is implemented in a timely manner with minimal or no disruption to IT operations. Ensure tool configuration consistency across development, stage, testing, sandbox, and production environments. Communicates technical problems and solutions to both technical and non-technical audiences. Project: 5 Project Name : Order Placement and interval Southeast Region (Oct 2017 - Aug 2019) . Client : Bell South Team Size : 05 Role : ServiceNow Developer. Project Description: Order Placement and Interval Engine (OPIE) is a part of network Management System used by BellSouth Provisioning and Reliability Group (BPRG). OPIE is built on client server architecture. It is a distributed system where several front-end applications are available to users. The various functions supported by OPIE system are: Roles & Responsibilities: My role is supporting engineer, monitoring, and providing support to Servers. Resolving the tickets based on SLA. Forwarding to L3 team for minor issue if fix is required. Handling the issues related to installation, update, configuration, operations, or performance. Help the support teams to solve customer issues with ServiceNow integrations, at times getting on call with customer. ATF helps ensures that changes and updates to the platforms. Participate in discussions with key stakeholders to define the scope and further roadmap for ServiceNow integrations. Involved in the various stages of requirement gathering and technical consultation. Ensure the latest release of ServiceNow application is implemented in a timely manner with minimal or no disruption to IT operations. Ensure tool configuration consistency across development, stage, testing, sandbox, and production environments. Communicates technical problems and solutions to both technical and non-technical audiences. Project: 6 Project Name : EBS Web Punch & Time Sheet (Feb 2010 - Aug 2013) . Client : Employee Based Software Pvt Ltd. Team Size : 10 Role : ServiceNow Developer. Project Description: EBS-Web Punch& Time Sheet clock system in place that is web-based allows freedom to have a centralized PC receive employees as they check in and out. This software is a pure punching system, it allows users to enter In Time, Out Time, Lunch Out Time, Lunch In Time, and Break Out Time, Break In Time. EBS-Web Punch & Time Sheet system is very much use full for the employees to check their time entry information in the form of Microsoft reports with detailed information of individuals. This system is having individual logins to track their regular activities happening in the working company and all the logins will be overseen by the respected supervisors of individuals. Supervisor will have complete access for the assigned employees, Etc. Roles & Responsibilities: Understanding the Requirements and Design/Preparing the documents for project. Involved in Coding, Designing and Development including the Client-Side Validations using HTML, jQuery, JavaScript. Developed and maintained Ser pages using AJAX. Migrated data from SQL server 2000 to SQL server 2008. Developed code to support localization/internationalization using Satellite Assemblies. Created reusable User controls and Custom controls. Developed windows scripts and scheduling the jobs in Autosys scheduler. Performed operations like Data reconciliation, validation, and error handling after Extracting data into SQL Server. Environment: ServiceNow Admin, ITSM, Client Scripts, Server Scripts, web services, SQL Server 2008, AJAX, Agile Methodologies, Team Explorer 2005. EDUCATION QUALIFICATIONS: B. Tech from Swami RamanandaTirtha Institute of Science and Technology (Jawaharlal Nehru Technological University) - (2009) Keywords: artificial intelligence user interface javascript information technology golang Colorado