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Click here or scroll down to respond to this candidateCandidate's Name
EMAIL AVAILABLEPHONE NUMBER AVAILABLEUS CITIZENCumming, GeorgiaSummary:Around 8+ Years of extensive IT experience in all the SDLC phases including requirement analysis, design, development, testing and implementation of web centric, object oriented, Intranet/Internet enterprise applications and on IT Infrastructure Library using ServiceNow platforms in Health Care, Financial and Banking related applications. Eight years of experience as a ServiceNow Administrator/Developer in Designing, Configuring, Administering, Scripting, Customization, Deployment and Integration of the ServiceNow ITSM platform.Configured Applications using ServiceNow tool used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the ServiceNow platform as well as experience delivering medium to large-scale Service Now implementations.Configured test suites and test plans within ServiceNow ATF to execute scheduled and on-demand tests, enabling efficient regression testing of platform updates and customizations.Customized HRSD modules to meet specific requirements and compliance standards.Proficient in configuring and customizing FSM workflows, scheduling policies, service territories, SLAs, and technician skills to align with organizational requirements and optimize field service operations.In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Knowledge Management, Reporting, Discovery and Integrations.Involved in Integration with third party tool Altiris, where data is imported to CMDB.Good knowledge of CMDB and Asset Management Services, Business Services and Configuration Items and Configuration item relationships.Worked on ServiceNow ITOM business development, project delivery / implementation, building ServiceNow ITOM practice & competency (Service Mapping, Discovery, CMDB), and providing consultancy services to business regarding overall strategic business transformation leveraging ServiceNow.Extensive experience of integrating ServiceNow with third party tools and implementation of SOAP and REST API.Experience in design and developing custom applications in ServiceNow.Customization and Configuration of HRSD module to meet the unique needs and requirements of the organization, including any custom workows, forms, or notifications. Experience in utilizing the case management features of the HRSD module to eectively manage HR inquiries, requests, and workows, ensuring timely resolution and customer satisfaction.Performed CRUD operations on webserver using Service Now outbound REST functionality.Worked on configuring customizing and enhancing project portfolio management (PPM) Module and Integrated with user interface to ServiceNow.Extensive experience in using Java, J2EE, EJB, Web Services, JSP, Servlets, Struts, spring, ANT, JavaBeans, JDBC, HTML, JavaScript, CSS and XML.Familiar with ServiceNow Content Management System (CMS).Created various workflows for incident, problem, change management service requests.Developed test scenarios, scripts, and data sets for functional, integration, and regression testing of ServiceNow modules.Experience in upgrading Remedy Action Request System and ITSM from 6.3 to 7.1 and from 7.1 to 7.6 versions.Experience working with service watch which is used to discover and map all application and IT infrastructure components.Scheduled cloning and migration of data from Instances in ServiceNow.Integrated ServiceNow with third party applications using SOAP Web service.Experience working with Replicator, application used to perform e-bonding two ServiceNow Instances.Extended workflows to interact with systems and applications outside the ServiceNow instance using Orchestration.Experience in Migration &INTEGRATION of Knowledge from CA Service Desk, BMC Remedy into SERVICENOW.Experience in handling tables on CMDB and also had a profound knowledge and experience on DISCOVERY & SERVICEWATCH.Experience in PPM module and created different project portfolios in ServiceNow.Developed script on server side and client side for BUSSINES RULES, UI POLICIES, UI ACTIONS, and UI MACROS & CLIENT SCRIPTS.Setting up Discovery Application and configuring it to update the CMDB Accurately.Hands on experience in web development using HTML, JavaScript, JQuery, Jelly, Ajax, CSS, Angular JS, Bootstrap.Written test cases, test suites for all module with in ITSM.Education:Bachelors from Nagarjuna University, India.Masters from Andhra University, India.Technical Skills:ITSM ToolsServiceNow (Incident Management, Problem Management, Change Management, Configuration Management, Content Management, Asset Management), ITBM, ITOM, CSDM ITSM Suite, HP Service Manager, HP Asser Manager, CSM, FSM, CMS, GRC, PPM, HRSD, ATFVersions: Dublin, Madrid, London, New York, Paris, Rome, Quebec, Kingston, Utah, Washington, Vancouver.LanguagesC, C++, C#, J2EE, AngularJS, SAAS, HTML, AJAX, CSS, XML, JavaScript, Glide, JQuery, jelly, Perl scripting, SQL, PL/SQL, SOAP.Application ServersIIS 5.0, Apache, Tomcat, Web Logic.DatabasesOracle 10g, SQL Server 2005, MY SQL.Software MethodologiesSDLC, Agile, ScrumTesting ToolsHP Quality Centre 10.0 and 11Operating SystemsWindows XP, 7, 8.1, 10, Linux, Mac-OSProfessional Experience:Client: ASU (Arizona State University), Remote Dec 2023 Till nowRole: Servicenow DeveloperResponsibilities:Developed and customized ServiceNow solutions for IT Service Management (ITSM) processes, including incident, problem, and change management.Configured and maintained the Configuration Management Database (CMDB) to ensure accurate asset and configuration data.Created reusable workows for Catalog items with dierent tasks to maximize the system performance.Created UI Actions, Business Rules, Script Includes and Client Scripts extensively using Glide Forms, Glide Records, Glide AJAX and Glide System.Writing script includes invoking them in reference qualifiers or variable scripting.Integrated ServiceNow with external systems and tools, such as Slack, to facilitate seamless communication and collaboration.Designed and implemented complex workflows in ServiceNow to automate business processes and improve operational efficiency.Optimized and Monitored system performance and provided system statistics and reports to the Business.Functional knowledge and implementation experience of IT operations management (ITOM) service Discovery, CSDM, Event Management, CMDB and service mapping and experience working directly with customers and clients.Created many ACLs and roles to restricting the information only to limited users.Implemented Service Portfolio Management (SPM) in ServiceNow to align IT services with business goals and objectives.Created and managed ServiceNow catalogs, including defining catalog items and categories to streamline service requests.Scheduled and managed jobs within ServiceNow to automate routine tasks and ensure system stability.Experience of CSDM design and portfolio domains.Developed and enforced business rules in ServiceNow to enforce process compliance and improve data quality.Creating and updating the catalog items as per the latest requirements of the client.Worked on ATF for regression testing and form testing.Conducted requirements gathering sessions with stakeholders to understand business needs and translate them into technical solutions.Worked collaboratively with cross-functional teams to design and deploy ServiceNow solutions that meet organizational objectives.Conducted testing and validation of ServiceNow configurations to ensure functionality and data integrity.Provided technical expertise and support for ServiceNow implementations, including system configuration and customization.Created custom applications and modules within the ServiceNow platform to address specific business requirements.Maintained documentation, including technical specifications, user guides, and process documentation.Analyzed system performance and made recommendations for optimization and improvement.Provided training and support to end-users to promote adoption and maximize the benefits of ServiceNow.Participated in ServiceNow community forums and events to stay updated on platform developments and best practices.Collaborated with ServiceNow administrators to maintain system health and security.Managed ServiceNow upgrades and patches, ensuring minimal disruption to operations.Contributed to continuous improvement initiatives to enhance ServiceNow capabilities and user experience.Participated in team meetings, code reviews, and knowledge sharing sessions to promote collaboration, improve coding standards, and share best practices within the development team.Client: Wells Fargo, Remote Nov 2022 Dec 2023Role: Servicenow DeveloperResponsibilities:Design, develop, and maintain Service Portfolio Management (SPM) solutions within the ServiceNow platform.Participated in Agile Teams supporting systems engineering projects by collaborating with the project team to-build systems engineering solutions.Participated in code reviews and contributed to the enhancement of coding standards and best practices within the development team.Collaborate with business stakeholders to understand requirements and translate them into technical solutions within the SPM module.Configure and customize ServiceNow record producers to capture and streamline ideation requests from various stakeholders.Enhance the ideation process by implementing custom fields, forms, and workflows within the SPM module.Utilize assessment criteria to evaluate and prioritize ideation items, ensuring alignment with organizational goals and objectives.Develop and implement business rules to automate routine tasks and enforce governance policies within the SPM module.Create Workow for catalog items and record producers.Experience in working with the workows using ServiceNow workow editor.Creating script includes to extend the functionality of ServiceNow and address complex business requirements within the SPM framework.Utilize ServiceNow Flow Designer to design and automate workflows for ideation submission, review, approval, and project initiation.Integrate ServiceNow with external systems and tools to enable data synchronization and enhance the capabilities of the SPM module.Created and used update sets to move customizations between instances.Designed, implemented, and maintained FSM workflows, including incident management, work order management, and task assignment.Configured FSM forms, lists, and UI policies to streamline user experience and improve productivity.Integrated FSM module with other ServiceNow modules and external systems to ensure seamless data flow and process automation.Collaborated with stakeholders to gather requirements, define scope, and prioritize enhancements for the FSM module.Provided technical support and troubleshooting for FSM-related issues, ensuring timely resolution and minimal disruption to operations.Conducted regular audits and performance tuning to optimize FSM system performance and reliability.Stayed updated on ServiceNow platform updates and best practices, implementing new features and functionalities to enhance FSM capabilities.Conduct regular testing and quality assurance activities to ensure the reliability and accuracy of SPM module configurations and customizations.Provide technical guidance and support to junior developers and stakeholders involved in SPM module initiatives.Document technical specifications, configurations, and customizations within the ServiceNow Knowledge Base for reference and training purposes.Participate in requirement gathering sessions and workshops to gather feedback and continuously improve the SPM module.Monitor system performance and troubleshoot issues related to the SPM module, ensuring minimal downtime and optimal user experience.Perform regular maintenance tasks, such as patching and upgrading, to keep the SPM module up to date and secure.Experienced ServiceNow developer with a strong background in Automated Test Framework (ATF) and extensive testing expertise. Proven track record of designing, developing, and executing comprehensive test plans to ensure the quality and reliability of ServiceNow applications.Analyze user feedback and usage metrics to identify opportunities for further enhancement and optimization of the SPM module.Collaborate with cross-functional teams, including IT operations, project management, and business analysis, to align SPM module initiatives with broader organizational objectives.Client: State Farm, Remote Sept 2021 - Nov 2022Role: Servicenow Developer/AdminResponsibilities:Develop, customize, and maintain ServiceNow Vulnerability Response Module according to client requirements.Worked with Import Sets and Update Sets in ServiceNow.Collaborate with stakeholders to gather and analyze business requirements for vulnerability management processes.Design and implement customizations within the Vulnerability Response Module to align with organizational policies and procedures.Configure ServiceNow workflows, forms, fields, and views to optimize vulnerability response workflows.Created the new Applications and Modules in ServiceNow.Integrate external vulnerability scanning tools with ServiceNow for automated data ingestion and processing.Develop ServiceNow scripts including Business Rules, Client Scripts, UI Policies, and Data Policies to enhance module functionality.Implement ServiceNow Service Catalog items for requesting vulnerability scans and remediation actions.Create and maintain documentation including design specifications, technical documentation, and user guides.Conduct training sessions for end-users and administrators on how to use and maintain the Vulnerability Response Module.Collaborate with cross-functional teams including Security Operations, IT Operations, and Compliance to ensure alignment of vulnerability management processes.Participate in the testing and validation of new features and enhancements within the Vulnerability Response Module.Troubleshoot and resolve technical issues related to the Vulnerability Response Module and associated integrations.Perform regular audits and assessments of vulnerability data to ensure accuracy and completeness.Implement best practices for vulnerability management within the ServiceNow platform.Monitor ServiceNow platform performance and proactively identify areas for optimization.Stay up-to-date with ServiceNow releases, patches, and security advisories to ensure the Vulnerability Response Module remains secure and compliant.Assist in the design and implementation of ServiceNow Governance, Risk, and Compliance (GRC) functionalities related to vulnerability management.Collaborate with vendors and third-party service providers for integrations and support related to vulnerability management tools.Participate in incident response activities related to vulnerabilities identified within the ServiceNow platform.Develop custom reports and dashboards within ServiceNow for vulnerability tracking and reporting purposes.Implement automation workflows within the Vulnerability Response Module to streamline vulnerability remediation processes.Conduct peer reviews of code and configurations to ensure quality and adherence to coding standards.Maintain awareness of industry trends and emerging technologies in vulnerability management for potential future enhancements.Provide technical leadership and guidance to junior developers and team members working on the Vulnerability Response Module.Client: Cognizant, Remote Oct 2019 Sept 2021Role: Software Engineer consultantResponsibilities:Participates in design, code, and test inspections throughout product life cycle to identify issues. Participates as a technical consultant at other project meetings. Presents technical status and issues at milestone reviews.Participate in the design and recommendations of overall system functionality.Actively participate in daily Scrum meetings and regular sprint planning, review, and retrospective meetingsDevelop and manage application code, user interface, and third-party integration components.Manage data with Tables, the CMDB, Import Sets, and Update Sets.Created reports, Workflows, data imports for Incident, Problem, Service Request, and Change ServiceNow modules.Customized TSM Module for Network Inventory Management: Tailored TSM to efficiently manage network inventory, optimizing resource allocation and minimizing downtime.Integrated TSM with Streamlined Order Management: Seamlessly integrated TSM with order management systems, automating order processing and improving service delivery efficiency.Enhanced Proactive Fault Management in TSM: Implemented advanced fault management capabilities, enabling early detection and resolution of network issues to maintain service reliability.Implemented Predictive Maintenance in TSM: Developed predictive maintenance models to anticipate equipment failures and optimize maintenance schedules, reducing downtime and operational costs.Configured Capacity Planning and Optimization in TSM: Utilized TSM for capacity planning and optimization, ensuring optimal resource utilization and scalability to meet growing demands.Enabled 5G and IoT Services in TSM: Integrated TSM with 5G and IoT technologies, enabling the delivery of innovative services and applications to support emerging digital initiatives.Streamlined Order Fulfillment Processes: Optimized order fulfillment workflows within TSM, reducing lead times and improving customer satisfaction.Automated Configuration Management: Implemented automation tools within TSM to manage configuration changes efficiently and maintain system integrity.Developed Comprehensive Network Monitoring Solutions: Leveraged TSM to develop robust network monitoring solutions, providing real-time visibility into network performance and health.Conducted Root Cause Analysis for Network Issues: Utilized TSM's analytical capabilities to conduct root cause analysis, identifying underlying issues and implementing corrective actions.Have hands on Experience on Integrating ServiceNow with third party tools and Domain separations for the external users to raise incidents in SNOW.Worked on GRC, to measure and track the compliance.Implemented in GRC, to have well measured KPI's to overview the risk assessment and compliance factors.Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions. Installed MID Servers on remote desktop and conducted tests required for Discovery.Working with ITSM modules like Incident, Problem, Change etc.Working with ServiceNow workflows, business rules, ACL's, glide, server-side scripting and client-side scripting.Created notifications based on user requirements and configured inbound email actions to create incidents or requests.Used AngularJS framework to bind HTML (views) to JavaScript objects (models).Established and maintained effective communications with customers, other technology specialists, and vendors about services.Expert in SAFE 4.0 and 3.0 framework. Enterprise Agile Coach, portfolio level-PPM, Portfolio metrics, Lean goals, Strategic Themes, Kanban, Budgets, Portfolio Backlog, Business value Stream proposition, and Launch Agile Release Trains ARTs.Discussed the business requirements with clients and documented them into process requests.Built forms from scratch along with advanced customizations at the level of UI Macros/UI page as per the complex requirements.Using Superuser Privilege management (SPM)tool provided Firefighter access required to address critical Issues.Administer the ServiceNow platform across the HRSD Onboarding and Transitions module Perform any necessary enhancements, upgrades, or maintenance on the platform Adhere to the best practices and standards.Designing service portal using HTML, JavaScript, and AngularJS.Created many standard workflows which are being re-used and propagated and handled many custom events.Created various workflows for Incident Management, Change Management, Service Requests and SLA's.Created Buttons and context menus both on form and lists using UI actions.Used Object Modeling Technique (OMT) to create object-oriented designs, which improved the system architectures structure and clarityApplied OMT to refine software development workflows, ensuring that solutions were both scalable and easy to maintain.Worked closely with cross-functional teams to ensure system designs met business needs by incorporating OMT practices.Designed many email templates by using html and jelly scripting and used them in notifications.Work on REST GET and POST using basic HTTP AuthenticationManage client scripts, UI policies, UI actions and Data policies.Develop Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.working with Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists.Successfully upgraded instance London to Madrid.Work on testing for all the available instance after upgrade.Set up Configuration Management from scratch defining the CI classes and their relationships.Working on knowledge article and modification in different scenario.Experience in migration of one instance to another instance.Environment: ServiceNow [London, Madrid], JavaScript, Mid server, ITOM, AngularJS, XML, HTML, AJAX,SAAS, SOAP.Client: Walmart, Bentonville Oct 2018 Sept 2019Role: Servicenow DeveloperResponsibilities:Develop and manage application code, user interface, and third-party integration components.Performs core configuration tasks including system policies, business rules and client scripts.Manages users, groups and roles.Supported HR Case Management Module which is integrated with Workday.Manages data with Tables, the CMDB, Import Sets, and Update Sets.Creates Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflow.Coordinates Service Catalog options, including two-step checkout, cart controls, and variablesInvestigate performance issues, learn troubleshooting tools, and use system logs to find issues.Defining Service Level Agreements SLAs, notifications, and reportsExtensively worked with REST GET and POST using basic HTTP AuthenticationConfiguration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.Involved in preparing the organization for the transition and ensuring reading for deploying the HRSD build into production Proactively researching and suggesting enhancements to existing engagements Supporting and delivering training initiatives for end users Develop and implement fixes for bugs and issues found in ServiceNow production for HR service delivery.Modifications made in GRC, to provide next level security for prevent changes affecting the process.Developed event-driven systems with FSM to ensure efficient transitions between states and smooth handling of changes.Incorporated FSM into workflow automation, streamlining processes and minimizing errors.Enhanced system responsiveness to external inputs using FSM, which boosted overall efficiency and reduced downtime.In GRC I have worked to foresee the incoming risk and to stabilize the risk control factor.Involved in Requirements gathering, Designing, Development and Implementation of CMS.Chairing Weekly/Monthly Service review calls with Customer management and taking actions for improvement.Implemented client-side scripting using JQuery and AngularJS.Customized FSM workflows and processes to streamline field service operations, resulting in increased efficiency and reduced turnaround times.Configured FSM dashboards and reports to provide real-time insights into service performance and key metrics.Collaborated with cross-functional teams to integrate FSM module with existing systems and tools, enabling seamless data exchange and end-to-end process automation.Led training sessions and workshops for end-users to ensure smooth adoption of FSM platform and maximize its utilization.Proactively identified and resolved FSM system issues, leveraging ServiceNow platform capabilities and best practices.Implemented continuous improvement initiatives to enhance FSM functionality and address evolving business needs.Maintained documentation and knowledge base for FSM module, facilitating knowledge sharing and onboarding of new team members.Developed UI Appearance for Service Catalog Requests.Complete development, configuration and workflow administration to support business processes in the platformAdministration of Development, QA Production Servers. Custom workflow migration using Migrator Tool, Data loads using Data Import Tool, Data Wizard Tool, and Data Management Tool.Performed integrations and process automation using ServiceNow Orchestration.Work closely with ServiceNow functional team to build requested items and tasks using workflows to manage processes from the customer to the fulfillment teamsCreated knowledge article with specific roles and configure properties.Implemented Change management from scratch, along with CMDB configuration changes along with customizing and creating new forms and workflows.Migration of customizations from one instance to another instance.Exposure to new plugins like incident alert management, orchestration and structured problem analysis.Imported many CIs using import set table.Successfully created new View forms for different Customizations in Incident and Change Management modules. Developed and created various forms, Menus, Active Links, Filters, escalations and menus to enhance the functionality.Environment: ServiceNow [Kingston/London], Unix, Oracle 10g, XML, AngularJS, HTML, WINSCP, SQL*Plus, JavaScript, BMC ADDM, Mid server.Client: Serco, Bentonville June 2016 Nov 2018Role: ServiceNow AdministratorResponsibilities:Communicated with all divisions in the Finance Department and Modified the functioning of various applications which are already in use according to their requirement.Build the 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.Scheduling SLA for Incident Management.Worked on Incident Management, Problem Management, Service Catalog, and Configuration Management and modified the notifications based on the requirement.Created the service catalog items and build appropriate work flows and captured the billing process for the catalog item which created reports based on monthly invoice.Worked on the Change management, modified the workflows of routine, comprehensive and emergency and build the appropriate approvals based on the change.Populated CMDB with configuration items (CI) using Discovery.Worked on Service Catalog, Configuration Management, Reporting, LDAP, MID Server, Inbound/Outbound emails.Used ACLs for controlling the security mechanism in Service Now and Setup 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 pageGood understanding of web services with SOAP/ XML/ WSDL and HTTP Request Methods.Involved in designing web services to support internal and external requests.Created SOAP message functions and configured it to be sent through mid-server.Responsible for leveraging knowledge and experience to deliver end-to-end methodologies within ServiceNow which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort.Develop systems integrations and process automation fully utilizing the platforms workflow capabilities.Modified the appearance of the form views for the entire organization.Developed solutions in the ServiceNow platform that are sustainable and ITIL compliant.Environment: ServiceNow [Fuji], Java script, XML, Jelly script, Oracle 10g, SQL Server 2005, UNIX, Mid server. |
