Candidates About

 

Priyadarsini

Service Now Developer/Admin

  ·     6 years of IT Experience with 4+years of experience in Service Now Development, Maintenance,

Implementation, Administration and Support.

  ·     Experience in technical implementation of various Service Now modules such as, Incident, Problem, Change Management, Configuration & Asset Management (CMDB).

  ·     Experience in designing, developing, configure, customizing & administrating ITSM suite of applications. 

  ·     Experience in activities related to Configuration like Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions and Approval Process. 

  ·     Involved in Migration process from Geneva to Helsinki and Helsinki to Istanbul. 

  ·     Experience in configuring and customizing all aspects of Service Now like UI actions, UI policy, Business rules, Data policies, Client scripts. 

  ·     Good with Service-Now Content Management System (CMS). 

  ·     Proficient in creating Access Control Rules (ACL).

  ·     Customized Scripting on Service Catalog/Email Template/Workflow script. 

  ·     Worked on schedule jobs, events and triggers to manage business needs and created service catalogs and its workflows. 

  ·     Experience in working with Workflows, Import Sets and Update Sets. 

  ·     Experience in creating and configuring the SLAs as per the requirement. 

  ·     Tracking of Incident from creation to closure, with timely communication to business. Monitoring service level agreement (SLA's) and operation level agreement (OLA's).

  ·     Strong expertise in configuring applications using Service Now tool, used in ITIL Management.

  ·     Good in monitor the ITIL Service delivery via process mapping audits and designs the procedure.

  ·     Experience in integrating LDAP Server with Service Now to get the organizational Users and Groups. 

  ·     Strong skill set in the Service Now suite development including SOAP/RESTFUL integration, Workflow, and CMDB. 

  ·     Managed MID Server, scheduled jobs, import sets and transform maps to maintain integration with associated databases and maintain CMDB.

  ·     Service-Now Administration and Production support including maintenance of lower life cycle instances. 

  ·     Functional knowledge and implementation experience of ITSM frameworks. 

  ·     Working experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test. 

  ·     Experience in generating the reports in Service Now as per the requirements in Service Now. 

  ·     Extensive experience on implementing the AJAX features using JavaScript and JQuery. 
Proficient in developing web page quickly and effectively using, HTML 5, CSS3, Jelly Script, JavaScript, JQuery and Angular JS. 

  ·     Working experience with relational databases like Oracle, MS SQL Server, My SQL.

  ·     Had experience in working in various process like AGILE methodologies.

 

 

 

Work Experience

 

Service Now Developer/Admin

Florida Blue

Jacksonville, FL

May 2016 to Present

Description: The project involved design and configuration of Service Level Agreements and Operational Level Agreements in service Now tool for both Internal and External service providers. The responsibility also involved implementing, documenting and Maintaining service Now environment on a daily basis. 
 
Responsibilities: 

·     Customized UI Appearance for Problem and Change Management Application which is simple, intuitive and easy to use.

·     Configuration of Email Notification and Alerts to notify users about specific activities in the system such as Updates to Incident, Change and Problem requests. 

·     Utilized Java Scripting, HTML, CSS in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes. to customize the instance as per Business needs. 

·     Created inbound Scripted Web Services to update catalog requests with PO Number from Tally. 

·     Created complex work flows for both standard and nonstandard catalog items. 

·     Involved in coding the Business Rules (Server Side Scripting), Client Scripts (Client Side Scripting), Script includes in the ServiceNow .

·     Set up the SLA for the incident, problem, change management processes as per the requirement. 

·     Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs. 

·     Installed and Configured MID Server in a Cluster. 

·     Implemented Service Now process of implementation for Incident Management, Problem Management, Change Management, Asset Management, Service Request Management (Service-Catalog).

·     Worked on various modules in Service Catalog Management. 

·     Created Scheduled Imports to load User data into service Now using Import Sets and Transform Maps. 

·     Worked on PPM project management and demand management.

·     Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in service Now.

·     Created and secured reports Using List, Bar and Pie charts. 

·     Migrated code between environments using Update Sets.

·     Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting. 

·     Designed many email templates by using html and jelly scripting and used them in notifications. 

·     Imported Configuration Items (CI) from third party applications using import set tables. 

·     Involved in creation of reports, dashboards in service Now.

·     Responsible for access control, security, minor enhancements such as form or workflow editing, and UAT. 

·     Regression testing of any development. 

Environment: Service Now, ITSM, Java script, HTML, CSS, Web Services, CMDB.

 

 

 

 

 

Service Now Developer/Admin

Cisco 

San Jose, CA

January 2015 to April 2016

Responsibilities: 

·     Worked on end to end implementation of CTI Integration. Supported the team with the work flow of the integrations.

·     Designed and delivered technical methodologies around the Service Now platform. 

·     Gathered requirement from stake holders for attributes needed to develop Service Catalog items. 

·     Worked with clients to assess current state processes and tools, defined Service Now requirements and developed and configured the Service Now platform. 

·     Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases. 

·     Worked on various modules of Service Now like Incident management, Change management, and Problem management, Service Catalog, User Administration and Reporting. 

·     Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros. 

·     Created SLAs and participated in running SLAs and responsible for closing successfully in ServiceNow. 

·     Scheduled SLAs as per scope of tickets in ServiceNow. 

·     Designed Workflows, along with standard Workflow templates which can be reused. 

·     Supported the team responsible for the implementation and administration of the Service Now installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing. 

·     Strong knowledge of the Server side scripting Business rules and Script Includes. 

·     Worked with Apache Jelly to create various kinds of UI pages and Macro templates. 

·     Created Data Sources from various external applications, scripts to parse incoming data and transform into Service Now. 

·     Worked on UI Macros to create pages as templates on requirement from the stake holders.

·     Developed reports as per requirements from management. 

·     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. 

·     Currently working to develop new service catalog items and fix bugs in incident, problem and change management. 

 

Environment: Java Script, JSON, Prototype, Web services, SOAP, SQL, XML, HTML, iFrames, AJAX, Shell scripting, Log4j, Integrations, Cloud services, ITIL, SCRUM.

 

Service Now Developer/Admin

ICL Performance Products LP 

St. Louis, MO

October 2013 to December 2014

Responsibilities: 

  ·     Customization and Administration of ITSM, Incident, Change, Problem and Knowledge management, Service Catalogs and Workflow Management in ServiceNow. 

  ·     Used data sources to migrate the data from excel sheets to ServiceNow through transform maps.

  ·     Worked on huge Workflow design for on boarding and off-boarding of a partner/ employee/Contractor based on the requirements provided by the teams. 

  ·     Re-built Service Catalog Items with minimal time usage on submitting a ticket by getting together the teams to provide their valuable suggestions and making it easy to understand the new release. 

  ·     Provided analysis, design and development of ServiceNow trouble ticketing and incident management systems to support the company's technical operations. 

  ·     Created notifications based on user requirements and configured inbound email actions to create incidents or requests. 

  ·     Created schedules, reports and monitor performance of ServiceNow. 

  ·     Documented all implementations and best practices defined within team. 

  ·     As a part of support activity, resolve incidents by provided with proper root cause investigation. 

  ·     Perform day-to-day administration of the ServiceNow Tool Maintain business services and configuration item relationships in ServiceNow tool. 

  ·     Performs core configuration tasks including system policies, business rules and client scripts. 

  ·     Managed users, groups and roles. 

  ·     Managed data with Tables, the CMDB, Import Sets, and Update Sets. 

  ·     Creates Workflow activities and approvals and Implement new workflows that use a variety of activities to understand how records are generated from workflows. 

  ·     Developed and improved user systems procedures, and prepared systems documentation.

 

DataWest,Hyderabad,India                                                                                                                                             Sep 2011 – Oct 2013  

UI Developer

Responsibilities:

  ·     Developed the User Interactive web pages in a professional manner using web technologies like HTML, CSS and JavaScript, JQuery.

  ·     Creating cross-browser compatible and standards-compliant CSS-based page layouts. 

  ·     Wrote client side validations using JavaScript. 

  ·     Development of dynamic web pages was possible using AJAX calling.

  ·     Worked on Responsive Web Design to make the web pages responsive. 

  ·     Redesigned pages to improve application design and UI to attract the customers by taking inputs from senior management. 

  ·     Got chance to interact with business team on regular basis and gather requirements. 

  ·     Used JavaScript for custom client-side validation and DOM manipulations. 

  ·     Fixed bugs and provided support services for the application. Tested and Debugged web browser using Firebug.

  ·     Extensively used JQuery for creating interactive web pages. 

  ·     Created an inline edit and widget collapse feature for the web page.

  ·     Preparation and review of Unit Test Plan, Unit Testing, Test Results review and other quality related work. Participated actively in the Agile Development Process, Scrum. 

  ·     Used JIRA for bug tracking and issue tracking and used GIT for version control.

  ·     Built Web pages that are more user-interactive using jQuery plugins for Drag and Drop, AutoComplete, JSON, Angular JS and JavaScript, Bootstrap    

  ·     Highly involved in making updates to the current website and simultaneously handling another project. 

 

Environment: HTML, CSS, JavaScript, JQuery, Angular.js, Grunt, AJAX and MS Office.

 

Education: Bachelor’s of Technology in Computer Science and Engineering from JNTU, INDIA.