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Click here or scroll down to respond to this candidate Candidate's Name ANUKURIPhone : PHONE NUMBER AVAILABLEEmail : EMAIL AVAILABLEProfessional Summary Around 10+ years of experience as an IT Professional experience as a Service-Now Implementation. Experienced in Service Catalog, Incident Management, Change Management, Problem Management, Reporting, Integrations, Service Portal, Problem Management, Project portfolio Management (PPM), Integrations and Customer Service Management (CSM). Expertise in IT Service Management modules including Incident, Problem, Change, and Request Management. Proficient in server-side scripting in Business Rules, Script Includes, Glide Record, Glide System and client-side scripting like Client Scripts, UI Policies. Experience with REST/SOAP APIs, XML, and JSON for integrating ServiceNow with third-party systems. Expertise on creation of workflows for Service Catalog items in Service-Now. Designed solutions to automate Incident Management, Change Management, Problem Management. Experience working in Agile environments, managing ServiceNow development cycles and sprint planning. Experienced in user accounts, including Users, Groups, Roles, and Access Control Lists (ACL). Migrated code between environments using Update Sets. Knowledge on Merging Update sets and Retrieving Completed Update Sets using Update Sources. Knowledge of managing Linux/Unix-based servers where ServiceNow instances are hosted or integrated. Hands-on experience configuring physical and virtual servers for integration with ServiceNow systems. Experience setting up and managing test environments using virtual machines for ServiceNow development and testing. Configured workflow rules, client scripts, UI policies in ServiceNow to meet customer needs. Experienced in Service Level Agreements (SLAs) creations and monitors SLA workflows, creates and tracks Service Catalog requests, and items with variables. Experienced on web service integrations such as SOAP and REST API s. Experience in customizing Service Portals using JavaScript to personalize UI Pages and forms for ServiceNow apps. Created automation test scripts using ATF, which are reused and propagated, and managed numerous custom events. Knowledge of CMDB Asset Management Services Business Services and Configuration item relationships. Configuring and customizing service catalog items and leveraging flow designer to trigger requests. Possess extensive hands-on experience in both client-side and server-side scripting. Experience in Email configuring Email Notifications in ServiceNow, Scheduled Jobs, and Events for any scheduled actions. Experience in creating Applications, Modules, Tables and Columns as per the requirements in ServiceNow. In-depth knowledge of ITIL/ITSM processes, coupled with extensive functional and technical expertise in the ServiceNow platform, along with experience in executing medium to large-scale ServiceNow implementations.PROFESSIONAL EXPERIENCE Client: Spectrum, CO June 2022 -Till now. Role: ServiceNow Platform Engineer
Responsibilities: Led the implementation and integration of cloud-based workflow systems, working closely with cross-functional teams to ensure seamless deployment and integration into existing enterprise platforms. Conducted system assessments and platform optimization services, evaluating cloud platform performance, identifying areas for improvement, and providing strategic recommendations for enhancements and migrations. Developed and executed migration plans for cloud systems, focusing on minimizing downtime, improving operational efficiency, and ensuring smooth transitions from on-premises to cloud-based environments. Design solutions to enhance the IT service request Management module by developing the JavaScript programs and workflows Designed and implemented new functionalities using Business Rules, UI Policies, and Access Control Lists (ACLs) to enhance the ServiceNow platform. Collaborated with business analysts to create and modify Service Catalogs, driving the design and configuration of Request Workflows. Creating technical documentation, including design specifications, process flows, and user guides, to support implementation. Created new Business Rules, Script Includes, Client catalog script, Client Script using JavaScript. Configured multiple Catalog Items using JavaScript, Web Services, and CSS to meet user needs. Participate in project activities as a developer or architect, managing timelines and ensuring the delivery of solutions aligns with business goals. Provide ongoing support and troubleshooting for ServiceNow applications, ensuring user satisfaction and system effectiveness. Experience with SaaS software configuration and development, leveraging Web Services, SOAP, XML, and AJAX for ServiceNow integrations. Configured and customized the PPM suite, handling project portfolio management and resource allocation for project teams. Created PPM reports and dashboards tailored to business requirements for better decision-making. Created workflows for Incident Management, Change Management, Service Requests, and SLA's, automating processes to meet organizational SLAs. Manage ServiceNow project timelines and deliverables, ensuring on-time and within-budget delivery of solutions. Design and implement change management workflows to streamline change requests, approvals, and implementations Develop and maintain service catalog items and associated workflows to provide end-users with self-service options. Providing technical support and troubleshooting to end-users to ensure seamless operation of ITOM tools. Resolved lots of Incidents and problems which are raised by the clients. Used ATF to test and validate that business rules, client scripts, and workflows are functioning correctly. Integrated with Active Directory using LDAP for authentication and imported users, groups, and roles into ServiceNow. Developed custom integration components, including SSO, LDAP, and SCCM, and integrated legacy systems with ServiceNow using mid-server, web services, email, and other technologies. Created homepages and basic reports to enhance user experience and data accessibility. Executed daily and weekly jobs to import data into the application using Import Sets and Transform Maps. Configured email and SMS notifications for incident and change management modules based on events and data changes. Developed reusable standard workflows and managed numerous custom events. Authored Catalog client scripts and UI policies to implement client-side changes. Configured data archiving to enhance search functionality within the ServiceNow platform. Created UI pages for catalog items, implemented through UI scripts. Authored Knowledge Articles to document the steps for creating Catalog items. Designed order guides to arrange items sequentially, improving user experience during request submissions. Generated weekly reports and metrics for IT management to support decision-making. Documented existing and future state business processes, defined functional requirements, and conducted information flow analysis and process modelling across multiple business streams. Maintained the integrity of the ServiceNow tool across production and non-production environments. Provided training on ServiceNow processes, operations, and capabilities to all relevant teams. Supported production by addressing all ServiceNow-related issues.Environment: Service Now, Java Script, JSON, Angular JS, Jelly scripting, jQuery, Prototype, Web services, SOAP, SQL, XML, HTML, AJAX, Integrations, Cloud services, ITIL, Incident Management, Change Management, Problem Management. Service Request.Client: Hitachi Vantara, VA. Nov 2019 - April 2022.
Role: Senior ServiceNow Developer / Admin
Responsibilities: Participated in the entire process of coding, testing, debugging, maintaining, and refining ServiceNow software to deliver the desired product within an Agile development environment. Set of business and client rules, and new fields were added to fulfill client requirement. Updating Incident/Problem/Change module based on client feedback. Service Catalog (Request Item, Order guide and record producer) has been created based on client requirements. Also, Workflow has been created to support the Approval workflow and task assignment. Migration of the Manage now (Incident Management), info web (Change Management) requests to the ServiceNow. Worked on Integration technologies such as Web Services, SOAP, SCCM, HTTP, MID Server, SSO, and LDAP Post Implementation worked as ServiceNow Administrator and supported any issues and resolved them accordingly. Review the outage plans and ensure post and pre-outage is successful. Exposure to new plugins like incident alert management, orchestration and structured problem analysis. Fix code issues, source control and migrate the solution to production environment following the IT processes of client. Involved in providing the design solution, technical methodologies and processes solution to meet the customer requirements. Creating new groups and adding users to the groups in ServiceNow. Created and moved update sets to different ServiceNow instances. Developing web pages, landing pages using Content Management System(CMS). Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests. Manage and coordinate activities during the overall ticket life cycle in Incident and Problem Management Experience Collaboration and leading effectively with other ServiceNow administrators to develop solutions and handle general updates and configuration changes/requests. Experience in Network and Application server performance. Designed and created homepages including basic KPI reporting, gauge configuration and dashboard presentation. Managing all the activities like instance cloning, patch upgrade and Post fix implementation after clone. Building rich user friendly, high performance web applications using HTML5/4, CSS3/2, JavaScript, Bootstrap and in implementing cross-browser style-sheets. Creating custom Tables, fields and configuring Access Controls(ACL s) over them.Environment: ServiceNow, Java Script, JSON, jQuery, Web Services, AJAX, Integrations, Cloud services, ITIL, SCRUMClient: NBC Universal, NJ Nov 2018 - Oct 2019.Role: ServiceNow Developer
Responsibilities: Developed server-side logic utilizing Glide API, Script Includes, and Business Rules to enhance ServiceNow functionalities. Designed and developed ServiceNow applications and modules using JavaScript, HTML, and CSS, ensuring compliance with client specifications. Implemented custom workflows, business rules, and UI policies to improve user experience and streamline business processes. Authored and debugged JavaScript scripts within ServiceNow, ensuring optimal performance and functionality of customizations. Conducted comprehensive testing and debugging by using ServiceNow ATF to ensure they meet quality and performance standards. Designed and developed custom ServiceNow applications/modules, aligning solutions with business requirements and objectives. Customized existing ServiceNow solutions and workflows, optimizing them for efficiency and scalability. Implemented integrations between ServiceNow and other enterprise systems, ensuring seamless data exchange and process automation. Configured ServiceNow forms, fields, views, and tables, adapting the platform to specific organizational needs. Created and managed workflows and Flow Designer flows, automating tasks and improving operational efficiency. Efficiently resolved complex incident tickets in ServiceNow, applying strong troubleshooting skills and deep platform knowledge to minimize business disruption. Developed and maintained Configuration Management Databases (CMDB), ensuring accurate representation of IT assets and their relationships. Served as the primary IT contact for resolving issues reported by the business, ensuring quick and effective problem resolution. Conducted user training sessions and developed documentation, empowering end-users to fully utilize ServiceNow features and functionalities. Actively participated in Agile development methodologies, contributing to sprint planning, backlog grooming, and sprint reviews. Extensive experience in developing custom applications and modules within the ServiceNow platform using JavaScript, HTML/CSS, and ServiceNow APIs, ensuring robust and scalable solutions.Environment: ServiceNow, Start Now, Service Portal, Web Services, AJAX, Catalog Item Designer, ITIL, SCRUM, Cloud services.Client: Staples, Ind. Oct 2015 - March 2017.Role: ServiceNow Developer
Responsibilities: Design, develop, and customize ServiceNow applications and services, including custom modules, workflows, and business rules. Implement and manage integrations between ServiceNow and other enterprise applications using REST, SOAP, and API protocols. Develop and configure workflows and scripts for Incident, Problem, and Change Management processes in compliance with ITIL standards. Create and maintain Service Catalogs and associated workflows, including scripting for Service Catalog items and Request Management. Develop client-side scripts using JavaScript, AngularJS, HTML, and CSS to enhance the user interface and improve user experience. Customize existing ServiceNow modules such as ITSM, HRSD, and PPM to meet business needs, ensuring alignment with best practices. Manage data migration, data integration, and data load activities, ensuring data integrity and consistency within the ServiceNow platform. Configure and manage access controls, roles, and permissions within ServiceNow to ensure secure and appropriate access to data and functionality. Conduct unit testing, regression testing, and performance testing on ServiceNow configurations and customizations to ensure optimal performance and stability.(Scrum) environment.Environment: ServiceNow, Java Script, JSON, jQuery, Web Services, AJAX, Integrations, Cloud services, ITIL, SCRUM.Client: Green Leaves Landscape PVT LTD, Ind. May 2013 Aug 2015.Role: QA Analyst
Responsibilities: Involved in analyzing system specifications, development, and execution of Test Plans and Test Cases for Manual and Automation Testing. Experienced in Eclipse IDE to develop Java codes to automate tests. Designed, developed, and implemented POM (Page Object Model) based on automation testing framework utilizing Java, Selenium WebDriver, Maven, JUnit and Cucumber with Gherkin. Used BDD (Behavioral Driven Development) with Cucumber, JUnit, Java and created Future Files with Scenario and Scenario Outline as well as writing Step Definitions for behavior. Logged defects in Jira with defect type and detailed information about the defect. Used Apache POI for reading and validating the data from Excel files. Performed Regression Testing, Smoke Testing, Functional Testing, Positive Testing, Negative Testing, and Database Testing in an Agile (Scrum) environment. Implemented automated execution of Smoke and Regression testing using CI tool Jenkins. Used Selenium Grid to run Test Cases in multiple browsers and platforms. Tested applications in different types of browsers such as Internet Explorer, Firefox, Google Chrome and their versions to simulate production environment. Used Selenium web elements locators such as ID, Name, Class, Tag Name, Link Text, Partial Link Text, XPath and CSS Selector in HTML code to test the web applications under testing. Followed the Agile methodology and participated in all the Scrum ceremonies such as Sprint Planning, Daily Standup, Sprint Demo, Review Meeting, and Sprint Retrospective Meeting to understand the business and testing requirements. Experienced in Git Version Control tool and GitHub as a remote repository. Worked closely with development team to identify and resolve any application related problems; discussed solutions, implemented and tested those solutions.Environment: Agile, Eclipse, Python, HTML, Selenium WebDriver, Jira, Data Driven Development Framework, Page Object Model and Jenkins.Certifications :Certified ServiceNow Administrator Paris DeltaMicro *2 ATF, Flow. |
