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Manaswini Divi - Servicenow

dmanaswini221@gmail.com

Location: , , USA

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Visa: H1B

Manaswini.D +1(918)-486-9155. dmanaswini221@gmail.com. __________________________________________________________________________________ ServiceNow Admin/Developer: Around 9 years of professional experience in IT industry with more than 8 years of experience in ServiceNow platform implementation, support, development, and administration. Experience in Agile and Water methodologies. Hands on experience on various IT Services of Service-Now tool like Service Catalog Requests, Asset Management, Configuration Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, HR Management, Reporting, ServiceNow Portal, Integration with Web Services. Hands-on expertise in implementing, customizing, and maintaining ServiceNow solutions, including HAM, SAM, ITSM, and ITOM modules. Experience in implementing Customer Service Management Application including Case Management and Fields Services. Experience in configuring and customizing all aspects of ServiceNow like UI actions, UI Policy, Business rules, Data policies, Client scripts. Experience in designing, developing, customizing & administering ITSM suite of applications. Experience in enhancing ServiceNow functionality by customized JavaScript code to support business needs. Experience in assigning SLAs to the incident management. Good knowledge on San Diego release and in-depth knowledge on technical implementation on various modules of Service-now like Incident Management, Problem Management, Change Management, and Configuration Management. Worked on creating users, roles, groups and configured LDAP Server and LDAP Listener for updating the user and group table record. Data modelling and creating ACL for custom tables. Involved in creating Custom Application and Modules. Experience in ServiceNow Security Operations module. Good knowledge of CMDB, Asset Management Services: Business Services & Configuration item relationships. Worked on Configuration Items and Applications stored in CMDB tables, Software Asset Management- SAM. Expertise in Hardware Asset Management (HAM) lifecycle, including procurement, deployment, maintenance, and retirement of IT hardware assets. Worked with Import Sets and Transform Maps in ServiceNow to load complex data into the custom tables being used as Staging environment. Expertise in designing Service Catalog Items with Complex Multipurpose Workflows. Service-Now Administration and Production support including maintenance of lower life cycle instances. Good understanding of object-oriented analysis design and application development. Excellent work ethics, self-motivated and quick learner with good communication, and presentation Skills. Willing to learn, adapt new technologies and third-party products. TECHNICAL SKILLS: ITSM tools ITSM Suite, HP Service Manager, HP Access Manager, BMC Remedy, ServiceNow. Languages SQL, PL/SQL, AJAX, JavaScript, Angular JS, JQuery, JSON, HTML, XML, CSS. Databases Oracle, SQL Server, MySQL 5.0/4, MS Access, TOAD, Teradata Utilities. Operating Systems Windows, UNIX (Solaris, HP-UX), LINUX, AIX, SOAP UI. Utilities MS Word, MS Excel, MS Office, REST Client, SSO Methodologies SDLC, Waterfall, Agile, V-Model Main Modules ITSM, CMDB, SAM, HAM. CERTIFICATIONS: ITLV3 Foundation ServiceNow Admin Micro Certified PROFESSIONAL EXPERIENCE: Fidelity investment services LLC. July 2020 Till Date Role: ServiceNow Developer/Admin Responsibilities: Gather and document end-user requirements by working with cross functional teams. Prototype and configure based on Project requirements. Keep current on new updated releases enhancements and communicate potential process improvements as well as ensuring solution designs are in line with security, scalability, and best practices. Implemented knowledge base enhancements, including article feedback and versioning. Ability to manage expectations and constantly prioritize requests to align to business objectives. Experience with Case Management, Knowledge Management, Custom Form, Custom Workflow, Integration development and support. Enhanced Incident and Problem Management workflows to streamline ticket resolution times. Developed customized Service Catalog items with multi-step workflows and approval chains. Design and implementation of new functionalities using Business Rule, Script Includes, UI policy, and Client Scripts. Developed complex business rules and script includes for advanced process automation. Created Dynamic Workflow to be used for all catalog items. Worked on Scoped App for Scheduling Tasks to various support groups. Worked extensively on Workflows and Flow Designer. Proactively support the business by providing the best end user experience given the business. Software Asset Management Designed and implemented ITSM modules, including Incident, Problem, Change, and Service Catalog, ensuring alignment with ITIL best practices. Configured SLA definitions, schedules, and escalation rules for timely issue resolution. Deployed and configured the Software Asset Management (SAM) module to optimize software license usage. Created custom dashboards and performance analytics reports for ITSM and SAM metrics. Implemented Service Portal enhancements to improve the user experience for request submissions. Collaborated with stakeholders to gather requirements and deliver tailored ITSM solutions. Identified and resolved platform issues, ensuring minimal downtime. Created, maintained, and enhanced custom reports and dashboards in ServiceNow integrating and combining data from multiple tables and sources based on user requirements. Enabled SAM and Integrated the SaaS Licenses and Publisher packs. Worked on Software Models, Software Entitlements for Microsoft 365 integration, Software Asset Management publisher pack for Oracle, Software Asset Management publisher pack for SAP CMDB- SCCM integration and handle the assets for SAM project. Created transform maps both automatic field mapping and scripting. Designed and developed solutions that leverage ServiceNow modules like SAM, ITSM, Discovery, CMDB, Knowledge. Planned and implemented platform upgrades for versions like Paris, Quebec, Rome, San-Diego, Tokyo, Utah, Vancouver, Washington, Xanadu for feature enhancements. Configured Mid Servers on local Windows servers for ServiceNow Integrations and Discovery Application. Configured Business Rules, UI Policies, UI Actions, Client Scripts and ACLs including advanced scripting. Technical Experience with Angular JS, CSS, and Bootstrap. Hardware Asset Management: Created, maintained, and enhanced Incident Management, Problem Management, Service Request Management, Change Management, Service Catalog, Knowledge Management and Active Directory Profile synchronization. Implemented HAM dashboards and reporting for visibility into asset utilization, costs, and lifecycle management. Proficient in configuring and customizing ServiceNow modules such as ITSM, ITAM, CMDB, and HAM Pro. Configured ServiceNow s CMDB to ensure accurate relationships between hardware assets and services for impact analysis. Configured and managed the Hardware Asset Management module to track assets, streamline workflows, and ensure data integrity in the CMDB. Designed and automated custom workflows for hardware procurement, stock management, and approval processes. Strong knowledge of ServiceNow Discovery, workflows, and automation using ServiceNow Orchestration. Expertise in building and maintaining asset repositories to track hardware inventory, warranties, and vendor contracts. Integrated HAM with third-party tools like SCCM, JAMF, and vendor portals for real-time updates and reporting. Managed data imports, data cleansing, and normalization to maintain an accurate asset database. Zenmonics INC. Charlotte, NC Oct 2016 June 2020 Role: ServiceNow Developer. Responsibilities: Project 1: ITSM Modules: Perform day to day administration of Service-Now in Development, Test and Production environments to maintain business services and configuration item relationships in Service-Now Creating Applications, Modules, Tables, and columns as per the requirement. Created custom Global and scoped applications from start to end. Redesigned complex workflows to simpler form using workflow editors. Good knowledge on how to impersonate users and using of debugging tools provided by ServiceNow. Maintained Forms, Reports, Views, Workflows, Groups and Roles. Improved the user experience by customizing the Service Portal interface. Experience in creating reports as per user needs using available gauges, applying different filters for better presentation of the data to the users or higher management, and restricting reports using roles. Worked on Designing catalog items, including services, products, and request workflows. Developed and configured catalog items within the ServiceNow platform and implement SLAs for catalog items. Experience creating dynamic Dashboards using reports. Experience in Creation of Email Notifications and Inbound Actions, writing Notification Email scripts, creating email templates. Functional knowledge and implementation experience of ITSM frameworks. Basic Level Troubleshooting experience in Discovery and Service Mapping. Worked on change management module by enhancing the tool and made it easy to understand. Designed and implemented Performance Analytics dashboards for key ITSM metrics. Collaborated with the QA team to ensure thorough testing of enhancements and updates. Automated reporting processes for management to track SLA adherence and backlog trends. Implementation, Customization and Maintenance of ITIL modules such as Incident Management, Change Management, Problem Management, Knowledge, Service Catalog. Worked on UI Macros to create pages as templates on requirement from the stake holders. Expertise in writing Onload, On Change, On Submit Catalog client scripts and UI policies to make client-side changes and created the UI pages to use them in catalog items, implemented using UI scripts. Project 2: CMDB: Designed and implemented the Configuration Management Database (CMDB) to track assets and relationships. Integrated CMDB with Discovery tools (e.g., ServiceNow Discovery, SCCM) for automated CI. Established CI class hierarchy and attributes in alignment with ITIL standards. Configured relationship mapping to visualize dependencies between applications, servers, and networks. Created automated reconciliation rules to avoid duplicate or conflicting CI records. Developed CMDB dashboards to track completeness, correctness, and compliance. Conducted audits to ensure the CMDB aligns with operational requirements and compliance standards. Built custom workflows for CI lifecycle management. Automated CI change notifications to stakeholders for proactive management. Delivered training to administrators and users on CMDB functionalities and best practices. Provided ongoing support to resolve issues and enhance CMDB usability. Design and implement the scripts for Bulk load activities on CMDB by using Data Sources, transform maps, Scheduled imports and perform processing. Load the CI s (Configuration Items) data using data source to Service Now CMDB tables either weekly or daily based on requirements configure the relations. Created and Maintained foundation data -user Accounts, Approvers, Support Groups, Sites, Production Categorizations, and Templates. Integrated, Manage and coordinate CMDB activities in Incident and Problem Management for impact analysis. Analyzed user requirements to improve system capabilities, automate process Workflows and address scheduling limitations throughout the development and delivery of the ServiceNow. Investigated performance issues, learn troubleshooting tools, and use system logs to find issues. Coordinated installation of ServiceNow upgrades and/or service packs. Developed and managed the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements, or error correction. Symbiosis Technologies, Vizag, AP Jan 2014 Jan 2015 Role: Service Now Admin Responsibilities: Responsible for various workflows for Incident Management, Change Management, Service Requests and SLA's. Configured and maintaining ServiceNow platform modules, including Incident, Problem, and Change Management. Assisted in creating and updating dashboards and reports for performance monitoring. Involved in designing, development of Home Page, Place Order for Service Catalog, Knowledge base, creating a service ticket, Schedule a call from the service desk and schedule a time for solving the issues. Participated in system upgrades and patches to ensure platform compliance and feature enhancements. Configured email notifications and communication templates for automated responses. Responded to user queries and issues, escalating them when necessary. Documented system configurations, customizations, and troubleshooting steps for knowledge sharing. Learned and applied basic scripting to customize workflows and business rules under supervision. Conducted basic tests to validate system updates and customizations. Worked on creating users, roles, groups and load the data to ServiceNow objects using import sets on daily, weekly, monthly and on request basis while working in ADAM (Active directory Application Mode) for Authentication. Expertise 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 ServiceNow system. Configured Scheduled Data Import for importing data files from remote server location. Experience in generating and scheduling reports for multiple criteria as requested by different groups. Experience in working with UI Actions, UI Policies, UI Macros and Data Policies in ServiceNow. Expertise on defining workflows in Service Catalog items, Approvals and Dynamic/ad hoc tasks in ServiceNow. Maintained the integrity of the ServiceNow tool across production and non-production environments. Involved in production support for all the ServiceNow related issues. Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs. Designed and implemented new functionalities for enhanced features. Involved in running the jobs to push the data into the application using Import Sets and Transform Maps. Generated weekly reports and metrics for IT management. EDUCATION DETAILS: California University of Management and Sciences, Fairfax, VA. Master of Science, Computer Information Sciences, 2016. Koneru Lakshmaih University, Guntur, India Bachelor of Science, Computer Science & Engineering, 2014 Keywords: continuous integration quality analyst user interface user experience javascript active directory information technology hewlett packard microsoft procedural language North Carolina Virginia