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sushmitha - ServiceNow Developer

[email protected]

Location: Ashburn, Virginia, USA

Relocation: yes

Visa: H1B

SUSHMITHA [email protected] PH: (571) 223-6605 Sr. ServiceNow Developer ------------------------------------------- PROFILE SUMMARY -------------------------------------------------------- 10+ Years of experience into in Service Now platform Implementation, Support, Development Administration, ITSM Development, ITSM Project Delivery, GRC and ITSM consultation, HR Service Delivery, CSM Implementation, Software and Hardware Asset Management, CMDB Administration, Software Reclamations, Workflows and Integrations using Flow Designer, Out of The Box Implementations, Integrations using connectors and Integration Hub. Worked in Traditional life cycles as well as in Agile methodologies. Understanding of IT Service Management (ITSM) and the ITIL business process. Maintain service level agreement (SLA) and monitor an SLA workflow. Accumulated requirements from stakeholders at different stages to influence ServiceNow within organization on end client self-enablement portal using Content Management System (CMS). Knowledge in Design and development of CMDB (Configuration Management) in ServiceNow. UI Action and Script Includes by using Glide Form, Glide System and Glide Record objects used by several other important objects. Experience with scripting in the ServiceNow platform using Java Script, Glide API, Business Rules, Client Scripts, UI Actions, UI Pages, Angular JS, Jelly Script and UI customization. Implementation experience and functional knowledge of ITSM and ITIL frameworks. Experience with rational databases such as MS SQL, Oracle. Extensive knowledge of Front-End Technologies: HTML, CSS, JavaScript, jQuery, AngularJS and XML. Created UI pages to use them in Service Catalog, designed buttons & context menus both in form and lists using UI actions. Integrating ServiceNow with third party tools using SOAP and REST API s. Worked on integrating Jira with ServiceNow applications to track software bugs or issues. Experience on creating reports and email notifications. Validated the data mappings and tested different classes data synced into the CMDB through Discovery tools (ADDM, SCCM). Experience in creating and managing Service Catalogs, Record Producers, Order Guide, UI Pages. Experience in design and developing custom applications in ServiceNow. Experience in design and developing advanced Workflows. Experience in working with agile methodology. Strong technical knowledge of AR System Platform and ITSM Products Incident Management, Change Management, Problem Management, Asset Management, SLM, SRM, CMDB, AIE. Experience on other BMC Remedy tools - Remedy Migrator 5.X, Remedy Import 6.x. Integration Analyst responsible for Systems Engineering, Designing, Developing, Testing, and implementing specifications provided by the client. 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 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. Experience developing and delivering Onsite-Offshore model. Performed the task of using Discovery to load configuration information to CMDB. -------------------------------------- CERTIFICATIONS --------------------------------------------- ServiceNow Certified Admin ServiceNow Certified ITIL ServiceNow Certification CAD ServiceNow Certification CIS-CSM EDUCATION: Bachelor of Information Technology from JNTU University 2015 India. TECHNICAL SKILLS: ITIL: ITIL, ServiceNow, ITSM, and LDAP. Programming Languages: Jelly Script, Angular JS, jQuery. Platforms: ServiceNow, HP Service Manager, SDLC. Web Technologies: HTML, CSS, JavaScript, jQuery, Ajax, XML, JSON. Databases: Microsoft SQL Server, Oracle, MySQL Methodologies: Agile, Waterfall, and Scrum. Other Tools: Eclipse, Jira, SCCM, MS Office, Client Script/Calling Server side, code using Glide Ajax in Client Script. PROFESSIONAL EXPERIENCE: NJM Insurance, Trenton, NJ Aug 2022 Present Sr. ServiceNow Developer Responsibilities: Worked on fixing bugs and doing enhancements for Incident, Problem and Change management and Service Catalog modules. Develop high quality integrations between the internal HPSM instance and the external ServiceNow instance. Participated in designing the Authentication services and Entitlement services on REST and SOAP. Excellent knowledge of ServiceNow UI tools Service Portal, CMS, etc. Worked on service now performance Analytics module, involved in configuring the incident dashboard. Led the successful implementation of ServiceNow's Customer Service Management (CSM) module to streamline customer interactions and improve service delivery. Performed the task of using Discovery to load configuration information to CMDB. Configured Event Management by configuring Connector Instances and Connector Definitions. Experience in importing and exporting data to ServiceNow using data loads, transform maps, and transform scripts, ensuring accurate data migration and transformation. Built custom HR module and allowed access to all the users using record producer. Gathered SOAP WSDL, SOAP endpoint, credentials to get the integration triggered and validate the response based on input values. Developed custom ServiceNow catalog items to enable automated provisioning of AWS resources like EC2, S3, and RDS instances, improving team efficiency. Implementation of CSDM Framework: Successfully implemented ServiceNow's Common Service Data Model framework to standardize and align service data across ITSM, ITOM, and CMDB modules. Configured and customized ServiceNow connectors for bidirectional data exchange with Jira, enhancing cross-platform visibility and team collaboration. Developed, executed, and maintained automated tests using ServiceNow's Automated Test Framework (ATF) to ensure consistent quality in system upgrades and deployments. Developed and implemented seamless integrations between ServiceNow and Jira using REST APIs to ensure effective data synchronization and streamlined workflow automation. Configured MID Servers to securely connect on-premise and cloud environments, ensuring seamless discovery across hybrid IT landscapes. Maintained CMDB accuracy by leveraging AWS Discovery connectors to synchronize AWS infrastructure data with ServiceNow. Provided end-to-end guidance and leadership for FSO (Field Service Operations) implementation within ServiceNow, ensuring alignment with business needs and operational goals. Built SOAP integration to get HR data from Employee Central via Dell Boomi for HR module. Developed and executed complex integrations using ServiceNow Integration Hub, REST, and SOAP web services to connect with various third-party systems, including ERP, CRM, and custom applications. Developed and implemented ServiceNow CAM/IRM modules, leveraging a deep understanding of NIST Risk Management Framework, Risk, and Audit processes. Developed and implemented ServiceNow ITOM solutions to streamline and automate infrastructure and operations tasks. Created an easy-to-use MD Com forms and dashboards that are customized for client workflows, improving user engagement and productivity in the ServiceNow environment. Implemented ATF custom test steps to address complex testing requirements and ensure accurate validation of business processes. Designed and implemented ServiceNow automation scripts using JavaScript and REST APIs to enhance task automation and eliminate repetitive manual tasks. Leveraged ServiceNow App Engine Studio with UI Builder to design and implement intuitive, custom user interfaces, enhancing user experience and improving workflow efficiency. Designed and implemented custom service portals using UI Builder, integrating with ServiceNow components and third-party APIs to improve user accessibility and functionality. Spearheaded the deployment of ServiceNow's Professional Services Delivery Suite (PSDS) to optimize project delivery and resource management for professional services teams. Successfully implemented HR Service Delivery (HRSD) module, including case management, employee onboarding, and lifecycle events, enhancing employee experience and HR efficiency. Developed automated HR workflows using Flow Designer, streamlining HR processes such as employee onboarding, offboarding, and transfers, leading to reduced processing times and errors. Built Business rules, client scripts and UI pages to complete the SOAP call completed and populate data accordingly. Led a team of ServiceNow developers in designing, developing, and implementing ServiceNow solutions to meet organizational needs and enhance IT service management (ITSM) capabilities. Built workflows for HR Module including generating tasks for different teams and approvals at various levels for every request created. Integrated ITOM with other ServiceNow modules, like Incident, Change, and Problem Management, for a cohesive IT service management approach. Spearheaded the implementation of ServiceNow SPM (formerly ITBM) to enhance portfolio visibility, prioritize project investments, and optimize resource allocation across IT and business operations. Developed comprehensive dashboards and reports in ServiceNow Performance Analytics to track key CSM metrics, enabling data-driven decision-making. Configured ServiceNow discovery and orchestration. Incorporated out-of-the-box and custom components into UI Builder pages to enable seamless integration with existing ServiceNow data and logic, providing tailored user interfaces for various business units. Worked on configuring customizing and enhancing project portfolio management (PPM) module and integrated with user interface to ServiceNow. Maintained and administered the implemented instance of ServiceNow and performed tasks such as Configuring Users, company, site, location and other existing fields, Support Groups, assignment rules, categorizations, CI data, SLA etc. Configured business rules, client scripts, UI actions, and workflows to enable seamless automation and enhance the ServiceNow platform s functionality and reliability. Integrated ServiceNow with other applications using RESTful Web Services. Review and understand how the Cloud Provision Works with the Orchestration module of ServiceNow Platform. Deep understanding of the NIST Risk Management Framework, enabling effective management of risk and audit processes within the ServiceNow platform. Experienced in utilizing ServiceNow App Engine Studio with UI Builder to design and implement custom user interfaces and applications. Implemented time tracking and billing features within PSDS, enabling accurate and timely invoicing for professional services rendered. Conducted root-cause analysis and remediation using ServiceNow ITOM Health to maintain optimal system performance and reduce incidents Collaborated with cross-functional teams to identify automation opportunities, analyze requirements, and develop solutions that meet organizational needs and improve productivity. Utilized Integration Hub to automate cross-platform workflows, reducing manual tasks and improving data consistency across multiple systems. Working knowledge on Java Script, Jelly Script, Angular JS, AJAX, CSS, HTML, and Bootstrap. Led the customization of FSO modules to streamline field service workflows, enhance user experience, and improve service efficiency. Established best practices for ServiceNow development, ensuring adherence to coding standards, efficient use of resources, and optimal performance across modules. Maintained existing data migration program with occasional upgrades and enhancements. Led the end-to-end implementation of IT Asset Management (ITAM) within ServiceNow, including asset lifecycle management, inventory tracking, and compliance management. Worked on Discovery and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool. Performed integrations and process automation using ServiceNow Orchestration. Working knowledge on Single Sign on (SSO) and event-based integrations. Created Business Rule, UI Action by using Glide Script. Worked on LDAP integration to update the users and groups. Thorough understanding of ITIL/ITSM processes. Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations. Performed system and integration testing with sample and live data. Environment: Service catalog, Asset Management, Analytics, Incident Management, Problem Management, Jira, REST, HRSD, SOAP JavaScript, ITIL, UI actions, Ajax, Glide Record, Html, jQuery, jelly script, glide script. LDAP. National Grid, New York Jan 2021 Aug 2022 ServiceNow Developer Responsibilities Assist in the definition of business requirements and provide definitions and updates of system design documentation. Designed Workflows, along with standard Workflow templates, which can be reused. Supported the team responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing. Implement Service-Now customization including, but not limited to, Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, and data imports and exports. ServiceNow application development; including creation and configuration of Service Catalogs, Email Notifications, Data imports and exports and Reports. Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases. Working with Jira software to track issues and bugs, software licenses, hardware, and other asset related issues. Designed scripts and business rules to automate ticket creation and updates between ServiceNow and Jira, reducing manual efforts and improving response time. Managed the full lifecycle of FSO deployment, including design, development, testing, and deployment of custom FSO features in ServiceNow. Improved the CMDB data accuracy and health scores by aligning data with CSDM guidelines and leveraging Discovery and Service Mapping tools. Designed and executed Application Dependency Mapping (ADM) to visualize service interdependencies, enhancing root cause analysis and impact assessments. Designed, developed, and customized applications using ServiceNow App Engine Studio, ensuring alignment with business processes and requirements. Developed dynamic and responsive UI components tailored to specific business needs, ensuring seamless interaction within ServiceNow applications. MD Com features like communications and alerts were included and enhanced, guaranteeing a smooth interaction with ServiceNow platform components. Implemented and maintained a knowledge base within the CSM module, reducing case resolution times by enabling customers and agents to find solutions quickly. Worked on Service Mapping to define business services, troubleshoot the discovery and mapping process as well as create new discovery patterns. Worked with stakeholders to analyze integration requirements, map data fields, and configure ServiceNow's IntegrationHub for efficient Jira communication. Leveraged UI Builder to create responsive, user-friendly interfaces for custom applications on the ServiceNow platform. Successfully integrated risk management practices into ServiceNow, ensuring comprehensive risk assessment, mitigation, and compliance across the organization. Worked on client application/services integrating with ServiceNow using REST. 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. Collaborated with cross-functional teams to integrate FSO with other ServiceNow modules like ITSM, ITOM, and HRSD, enabling seamless operations across the platform. Configured and managed multiple support channels (email, chat, phone) within CSM, ensuring a consistent and efficient customer support experience. Configured Demand and Resource Management: Streamlined demand intake processes by configuring Demand Management within SPM, enabling better prioritization, assessment of project viability, and optimal resource management across team. Optimized test execution and reduced testing times by configuring ATF to run automated test cases concurrently. Created Buttons and context menus both on form and lists using UI actions. Designed many email templates by using HTML and jelly scripting and used them in notifications. Integrated PSDS with financial systems to automate the tracking of project costs, revenue recognition, and profitability analysis. Defined and monitored KPIs for ITOM processes, delivering real-time reporting on infrastructure health and operational effectiveness. Worked with windows team, network team and Asset team to check for the data collected through discovery is accurate. Collaborated with AWS and ServiceNow teams to implement role-based access control for secure cloud resource management. Created Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow. Integrated third-party systems with ServiceNow applications developed in App Engine using REST and SOAP APIs, ensuring seamless data flow and real-time synchronization. Developed reports as per requirements from management. Automated repetitive tasks within PSDS, such as invoice generation and project status updates, to enhance operational efficiency and reduce manual effort. Documented test case designs and ATF workflows to facilitate knowledge sharing and maintainability within the team. Documented all implementations and best practices defined within team. Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases. Created new Business Rules/Script Includes/Client catalog script/Client Script. Configured chat functionality for Service Desk ticketing queue. Created transform maps for importing CMDB data. Written script includes and invokes them in business rules and client scripts. Imported Active Directory to Service now using data sources. Created data sources and loaded the Service-Now tables with different data formats. Created transform maps both automatic field mapping and scripting. 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. Environment: Service Now (Helsinki), Asset Management, Incident Management, Problem Management, REST, SOAP, Fire eye, HTML, Java script, Jira, Jelly Script CSS, CMDB TCF Bank - Minneapolis, MN Aug 2019 Dec 2020 ServiceNow Developer/Admin Responsibilities: Provided analysis, design, and development of Service-Now trouble ticketing and incident management systems to support the company's technical operations. Participated in process designing sessions and documented ITIL process flows. Working with process owners and business stakeholders to translate business requirements into IT requirements within ServiceNow. Core Application Administration: Policies & Interactions, Application Security, Events & Notifications. Managing Client scripts, UI policies, UI actions and Data policies. Moving data in and out of an instance using import sets and Transform Maps and also auto import of data into Service Now using Scheduled jobs. Provided teh design documents for teh upgrade from 7.6 to 8.1 dat included CMDB, Asset, Product catalog, and SLM. Defining Service Level Agreements (SLAs) and appropriate Notifications for respective Task Record. Individually implemented Discovery Application for populating CMDB. Experience in designing, development, and implementation of ServiceNow Platform ITSM application. In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery, and Integrations. Worked on fixing bugs and doing enhancements for Incident, Problem and Change management and Service Catalog modules. Creation of tables within ServiceNow. Created and maintained Data Dictionary related to Configuration Management and CMDB. Imported Security Server CIs into ServiceNow CMDB. Managing data with tables, CMDB import sets Users, Groups, and roles. Core Application Administration: Policies Interactions, Application Security, Events Notifications. Managing client scripts, UI policies, UI actions and Data policies. Moving data in and out of an instance using import sets and transform maps and auto import of data into service now. Defining Service Level Agreements SLAs, notifications, and reports. Develops new applications from beginning to end. Maintains existing applications. Creates code that meets system standards. Integration of service now with LDAP for authentication. Integration of Service Now with BMC Remedy for ticket creation on change submit. Subject Matter expert on Incident Management, Change Management Process and Knowledge article. Recommends appropriate design alternatives to be implemented based on customer constraints. Creation of custom reports and designing the dashboard. Design and implement SLA - Service Level Agreement and the required workflow with email notifications. Created notifications based on user requirements and configured inbound email actions to create incidents or requests. Implemented JDBC Export to execute custom SQL queries in the target database based on requirements. Create schedules, reports, and monitor performance of Service-Now. Environment: JavaScript, Java, Html, CSS, Glide Script, Service Now, Web Services. INFOVILLE SOLUTIONS - Puna, India Jul 2017 Dec 2018 SERVICE NOW DEVELOPER AND SYSADMIN Responsibilities Experience in all phases of software life cycle: Requirements analysis, Use Cases, Project Implementation, Change Management, Release Management, and Maintenance. Integrated LDAP with Domino user and ADFS user. Set up MID Server between Active Directory and ServiceNow instance which encrypts all the Users Data in the organization. Created a custom module on Legal and Compliance to record and track the trainings held within organization. To redesign the code as per the Service now recommended best practices and to fix the issues. In-depth knowledge of technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Integrations. Created standard workflows with Service request and work order which are being reused and propagated. This reduced the duplicate workflows and turnaround time in closing the request. Set up transform maps in ServiceNow to update CMDB from different discovery tools on daily basis. This process ensures CMDB has latest information and data quality is maintained. Environment: ServiceNow, ITIL, JavaScript, JellyBeans, Web Services, XML, DHTML, jQuery, JSON. Mindtrees, Hyderabad, India Aug 2014 Jun 2017 Jr. ServiceNow Engineer Responsibilities Use & Administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLA's, Reporting etc. Core Application Administration: Policies & Interactions, Application Security, Events & Notifications. Subject Matter Expert on Incident Management, Change Management Process and Knowledge article. Worked on JavaScript to create front-end components like Forms, Views and workflows. Implement and optimize Configuration Management Database (CMDB) in Service now. Involved in redesigning the workflows using ServiceNow workflow editor, extensively worked on CMDB, Configuration Items (CIs), CI relations and Mid Server. Worked on DISCOVERY and set up mid servers and check for the connectivity. Worked on different scripts including JavaScript, Jelly and Ajax for Client Side and Server-Side Scripting. Migration of customizations from one instance to another instance using Update Sets. Managing client scripts, UI policies, UI actions and Data policies. Moving data in and out of an instance using import sets and transform maps and also auto import of data into service now. Defining Service Level Agreements (SLAs), notifications, and reports. Develops new applications from beginning to end. Worked with windows team, network team and Asset team to check for the data collected through discovery is accurate. Written script includes and invokes them in business rules and client scripts. Imported many CI s using import set tables. Created data sources and loaded the Service-Now tables with different data formats. Created transform maps both automatic field mapping and scripting. Also worked on Asset Management and loaded the data into it. Maintains existing applications. Creates code that meets system standards. Integration of service now with LDAP for authentication. Integration of Service Now with BMC Remedy for ticket creation on change submit. Subject Matter expert on Incident Management, Change Management Process and Knowledge article. Recommends appropriate design alternatives to be implemented based on customer constraints. Develops conversion plans and procedures. Develops and executes plans and procedures for data conversion, customer acceptance criteria and installation strategy. Migration of customizations from one instance to another instance. Environment: ServiceNow, ITIL, JavaScript, JellyBeans, Web Services, XML, DHTML, jQuery, JSON. Keywords: continuous integration user interface javascript sthree information technology hewlett packard microsoft Arkansas Maryland Minnesota New Jersey