| | | 20,000+ Fresh Resumes Monthly | |
|
|
| |
Click here or scroll down to respond to this candidateName: Naveen Kumar PonnamContact : PHONE NUMBER AVAILABLEEmail :Visa Type: OPT-EADLinkedIn: http://LINKEDIN LINK AVAILABLE Summary: Overall years of experience as a ServiceNow Developer and Administrator. Highly skilled ServiceNow Developer with a strong focus on integrations, successfully implementing 12 cross- system integrations that reduced manual data entry by 60% and enhanced process automation, resulting in a 25% decrease in service request resolution times. Proven track record of seamlessly connecting diverse IT systems, improving data flow and operational efficiency, and ultimately increasing productivity and customer satisfaction. Generated a 30% increase in customer satisfaction by strategically implementing and optimizing ServiceNow CSM. Streamlined service processes, improved response times, and enhanced user engagement through effective training and support initiatives. Experienced ServiceNow Developer specializing in IT Operations Management (ITOM) solutions. Proficient in configuring and deploying ITOM modules within ServiceNow, streamlining operational processes, and optimizing resource utilization. Adept at customizing ITOM workflows to enhance service delivery and infrastructure management. Committed to leveraging ITOM capabilities to drive efficiency and improve overall IT operations. Well-versed in leveraging ServiceNow's integration capabilities to create a unified environment, optimizing data flow, and promoting collaboration among various departments and teams. A dedicated CMDB specialist, committed to ensuring that ServiceNow's CMDB remains a valuable asset for the organization, supporting its evolving needs and delivering comprehensive insights for IT operations. Accomplished ServiceNow Developer with a specialization in IT Operations Management (ITOM), driving transformative solutions for optimizing IT processes and resource allocation. Dedicated ServiceNow Developer with a strong focus on optimizing IT Service Management (ITSM) processes. Proficient in designing and implementing ITSM solutions that enhance operational efficiency and customer service. Skilled in customizing ServiceNow to align with ITIL best practices, ensuring seamless incident, problem, change, and service request management. Committed to improving ITSM workflows to support a culture of excellence in service delivery. Experienced in customizing ITIL workflows to optimize incident, problem, change, and asset management, enhancing operational efficiency and customer satisfaction. Created various workflows for incident, problem, and change management service requests. Experienced working with Service Watch which is used to discover and map all application and IT infrastructure components. Experienced working with Replicator, an application used to perform e-bonding on two ServiceNow Instances. Extended workflows to interact with systems and applications outside the ServiceNow instance using Orchestration. Experienced in migration & integration of Knowledge from CA Service Desk, BMC Remedy into ServiceNow. Experienced in handling tables on CMDB and had a profound knowledge and experience on DISCOVERY & SERVICE WATCH. Developed script on server side and client side for BUSSINES RULES, UI POLICIES, UI ACTIONS, and UI MACROS & CLIENT SCRIPTS.EMAIL AVAILABLEEducation Details: Masters in computer information systems at New England College Henniker New Hampshire. Bachelor of Technology in Civil Engineering at JNTU Hyderabad India. Certifications: Certified System Administrator. (CSA) 24667769ServiceNow Technical Summary: IT Service Management (ITSM): Specializing in ITSM involves managing and optimizing IT service processes, including incident, problem, change, and service request management. ITSM specialists aim to enhance operational efficiency and service quality. IT Operations Management (ITOM): ITOM specialists focus on streamlining IT operations through capabilities such as discovery, orchestration, event management, and cloud management. They aim to automate tasks and ensure system availability. Configuration Management Database (CMDB): CMDB specialists manage the CMDB, which contains vital information about an organization's IT assets, dependencies, and relationships. Their expertise ensures data accuracy and effective configuration control. Integrations: Specialists in integrations concentrate on connecting ServiceNow with external systems, enabling seamless data exchange and workflow automation. Their role enhances interoperability and data consistency. HR Service Delivery (HRSD): Implemented HR Service Delivery (HRSD) solutions on ServiceNow, automating HR workflows and optimizing functionality. Designed user-friendly HR portals, managed integrations, and provided user support for efficient adoption. Proven track record in dynamic HR environments, staying updated on ServiceNow and industry trendPosition: ServiceNow DeveloperTRS ( Teacher Retirement Systems), Austin TX, USAugust 2023 to Present.Responsibilities: Performed end-to-end implementation of the ServiceNow ITSM module. Develop and maintain the ServiceNow Service Portal, ensuring an intuitive and user-friendly interface for end- users. Designed and implemented ServiceNow integrations with third-party applications to streamline data flow and automate processes. Implemented real-time event-based integrations to ensure timely updates and notifications across the ServiceNow ecosystem. Configured Service Catalog for users to request services, like reporting an IT issue, or changing a password. Configured UI Policies to modify form fields based on customer's requirements. Develop and manage ServiceNow catalog items, including setting up variables, workflows, and approval processes to ensure smooth operations within the Service Catalog module. Utilize a strong understanding of the ServiceNow Service Catalog module and its related functionalities to optimize and enhance service delivery. Write and maintain scripts using ServiceNow scripting languages such as JavaScript and Glide to customize and extend ServiceNow functionalities. Troubleshoot and resolve technical issues related to ServiceNow applications and integrations. Integrate ServiceNow with other enterprise systems and tools to streamline workflows and data sharing. Develop and implement custom applications on the ServiceNow platform, ensuring solutions are tailored to meet specific business requirements. Successfully implemented and customized ServiceNow ITSM solutions to align with ITIL best practices, improving incident, problem, and change management processes. Leverage familiarity with ServiceNow integration capabilities, including REST API and MID Server, to connect ServiceNow with other systems and tools. Support all aspects of ServiceNow system development, including planning, analysis, development, deployment, and maintenance of both self-developed and vendor-provided software applications and solutions. Perform software installations, updates, and configurations as needed to ensure the systems are up-to-date and functioning correctly. Prepare detailed specifications from which applications will be developed, ensuring that all technical requirements are met. Created various workflows for Incident Management, Change Management, Service Requests, and SLAs. Worked on various modules of ServiceNow like Incident management, Change management, Problem management, Service Catalog, User Administration, and Reporting. ServiceNow DeveloperKaleida Health,New York,US.Responsibilities: Designed and implemented new functionality using UI Policies and Data Policy. August 2022 to June 2023. Worked with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow and propose resolution and design suggestions. Utilize ServiceNow Integration Hub and Flow Designer to streamline workflows and integrate various systems, enhancing overall platform functionality. Customize the ServiceNow Service Portal and implement workspaces to improve user experience and fulfill unique client needs. Provide training and support to users on ServiceNow CSM functionalities to maximize utilization and satisfaction. Populated CMDB with configuration items (CI) using Discovery. Worked closely and collaborated with peers leading change across other areas of client's business. Strategically utilized widgets, pages, and Angular JS to enhance the functionality of the ServiceNow Service Portal. Collaborated with cross-functional teams to identify and implement improvements to the service portal interface. Implement and maintain the Common Service Data Model (CSDM) in ServiceNow. Implement and optimize ServiceNow Discovery to automate the identification and classification of IT assets, updating and enhancing discovery patterns as necessary. Integrate data from various sources into the CMDB to provide a comprehensive view of the IT environment. Applied ITIL methodologies to enhance IT service management and operational efficiency. Created reports and dashboardsPosition: ServiceNow Developer.Computer Generated Solutions India Private Limited, Hyderabad India. July 2019 to Dec 2021.Responsibilities: Building MID server to pull the data from the external databases. Worked on the employee self-service portal where the external agencies can order the catalog items. Worked on Incident Management, Problem Management, Service Catalog, and Configuration. Managed and modified the notifications based on the requirement. Created the service catalog items and built appropriate workflows and captured the billing process for the catalog item which created reports based on monthly invoices. Develop and implement complex service portal pages, custom widgets, and user interfaces tailored to specific requirements. Ensure the accuracy and integrity of the CMDB by regularly updating and validating configuration items(CIs). Worked on the Change management, modified the workflows of routine, comprehensive and emergency and build the appropriate approvals based on the change. Worked on Service Catalog, Configuration Management, Reporting, LDAP, MID server, Inbound/ Outbound emails, and Discovery. Used ACLs for controlling the security mechanism in ServiceNow and set up the SLAs according to the business requirements. Configured LDAP server and LDAP listener for updating the user and group table record. Worked on creating the custom ESS portal page. Involved in designing web services to support internal and external requests. Utilize proficiency in JavaScript, HTML, CSS, and other scripting languages to create and maintain custom applications and solutions within ServiceNow. Developed solutions in the ServiceNow platform that are sustainable and ITIL compliant. Worked on configuring the forms and other changes for Contacts and Accounts table through Customer service management (CSM)Position: ServiceNow Developer/AdministratorWalmart Global Tech India, Bangalore Karnataka.July 2017 to June 2019.Responsibilities: Developed the Knowledge Application in ServiceNow from scratch to the very end. Migrated knowledge Articles from SQL database into ServiceNow. Managed client scripts, UI policies, UI actions, and data policies. Utilized the ServiceNow Service Catalogue for users to create Services, Requests, and Service Items. Written scripts and invoked them in business rules and client scripts. Created transform maps both automatic field mapping and scripting. Created custom tables, based on business needs. Created email Notifications as per the client's requirements Worked on the creation of users, roles, and groups. Providing solutions and standardized the ITSM process in bid management to satisfy the customers Creating reports and Scheduling reports. Creating ACL Rules and working with existing rules. Customizing forms, lists, and choices for custom applications based on the requirement. Development mostly involved in customizing the out-of-the-box widgets according to client needs. Developed design, and deployed ServiceNow solutions for optimal performance and user satisfaction. Experienced working with Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists, etc. Deployed MID servers for discovery application, Defining, and executing the discovery schedules frequently and validating the results. Excellent problem-solving skills and the ability to work independently as well as part of a team Utilize Glide scripting, business rules, and client scripts to streamline workflows and manage data imports effectively. Apply knowledge of IT service management processes and the ITIL framework to ensure that IT services are aligned with the needs of the business. |
