Candidates About

 

Manikanta M

 

·         IT professional with total experience of 4 +years of relevant experience in the field of ITSM. Extensive knowledge and experience in implementation and Administration of Service Now, HP Service Manager /Service Center, Connect-It, SC-Auto and Asset Manager.

·         Extensive experience as an ITSM Expert, ServiceNow Developer/Administrator, Accomplished in all aspects of ITIL Processes and Software Development, on-line support, Software installation, documentation, project implementation, and other support disciplines

·         Hands on experience in the IT industry involved in providing ITIL and IT Service Management Solutions in IT Infrastructure with expertise in the ITSM suite (Service-Now).

·         A ServiceNow Technology Analyst with experience on implementing end-to-end Service Catalog, Incident Management, Knowledge Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.

·         Gathering requirements and converting BRD’s into technical requirements. Created design patterns & implementation plans for ServiceNow enhancements.

·         Design and engineer solutions leveraging all appropriate components offered by ServiceNow to answer the needs for business workflows, ticketing or other ITSM requirements.

·         Solid working experience on different modules of ServiceNow

EDUCATION:

·         Bachelors of Technology in Computer Science,

Northwestern Polytechnic University, CA

·         Bachelors of Technology in Computer Science,

               Gitam University, India

CERTIFICATIONS:

·         ServiceNow certified Administrator

PROFESSIONAL SUMMARY

·         Four years of Extensive experience as a Service-Now Developer.

·         Direct 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, Reporting, Integration with Web Services, Project Portfolio Management (PPM) and Web Services Integration with JIRA in ServiceNow. 

·         Excellent expertise in developing and maintaining service catalog items.

·         Experience with complex integrations within the ITSM environment such as Service Now -Siebel, Service Now - Web service integration with third-party application, HP SM- MS exchange, HP SM -HP S C Auto, HP SM –HP u CMDB and HPSM - HPAM.

·         Configured Applications using Service-Now tool used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the Service Now platform as well as experience-delivering medium to large-scale Service Now implementations.

·         Extensively worked on Service Now Service Watch delivering process and done enhancements using Service now service watch.

·         Workflow management - Created Workflows, Sub flows and Tables both on Fuji and Helsinki.

·         Good Knowledge of CMDB and Asset Management Services: Business Services and Configuration Item relationships.

·         Expertise on creation of workflows for Service Catalog items in Service-Now.

·         Hands-on experience on Governance, Risk and Compliance application (GRC).

·         Automated the Indicator tasks based on the frequency and set it to execute automatically

·         Managed inbound and outbound notifications in Fuji, Eureka, Helsinki .

·         Worked on upgrades from Fuji to Helsinki and Istanbul

·         Deployment Automation and Software delivery using Shell scripting with tools like DSM and ITCM.

·         Created Dashboards and Reports that could be exported in different formats on the Performance and Analytics application. 

·         Used Orchestration Core to interact with outside systems and applications and automate process. 

·         Worked with business analyst to create and modify Service Catalogs and request workflow Designs. 

·         Experience developing Splunk queries and dashboards targeted at understanding application performance and capacity analysis.

·         Excel at managing comprehensive ITSM/ITIL systems analysis and full lifecycle project Management. Hands-on experience leading all stages of systems development efforts including Requirement definition, design, architecture, testing and support outstanding project and program leader; able to co-ordinate and direct all phases of project based efforts while controlling, motivating and guiding team.

·         Ability to meet deadlines and handle pressures coordinating multiple tasks in project environment.

·         Experience in Using IT Process Automation with SaaS &Data Base Designs for Modeling. 

·         Created new Configuration items and defined relationships in addition to OOB configuration items

·         Experience in developing applications Coordinated with the cross-functional teams and have an experience in OFF SHORE environment.

ServiceNow End-to-End Implementation. ServiceNow Integrations (SOAP, REST, Web Services, SSO). ServiceNow Architecture Solutions Enterprise wide Implementations ServiceNow LDAP

ServiceNow Orchestration with AD, Power shell. ServiceNow SSO IT Service Excellence ServiceNow Certified

Responded to RFP (Request for Proposals) Team Leadership and Communications Web Applications

 

TECHNICAL SKILLS:

ITSM TOOLS	Service-now Fuji, Geneva, Helsinki, Istanbul, ITSM Suite, HP Service Manager, HP Asset Manager, Microsoft System Center Configuration Manager (SCCM) 2012
Web Technologies:	SOA, ASP.Net MVC 4.0 & 3.0, Web services, Win forms, WCF, ADO.net, AJAX, JSON, SOAP, REST, XAML, WPF, Silver light, IDE, Microsoft Visual studio 2005/2008/2010/2012, Entity Framework
Software Methodologies	SDLC, Waterfall, Agile, XP, Scrum
Data Modeling	Physical Modeling, Logical Modeling, Relational Modeling, Dimensional Modeling (Star Schema, Snow-Flake, Fact, Dimensions), Entities, Attributes, Cardinality, ER Diagrams.
RDBMS	Oracle 11g/10g/9i, SQL Server 2012/2008, DB2, Mainframe
O/S	Windows NT/2000/2003/XP/Vista/7, UNIX, MS-DOS and Linux
Scheduling Tools	Control –M, Auto sys, Tivoli

 

WORK EXPERIENCE

 

Client: Axcess Financial, Cincinnati, OH                                                                                Nov 2015 – Till Date

Job Title: ServiceNow Developer/Admin

Project Description: Work as production support engineer for Service Now system. Involved in integration and changes with regards to the Service Now tool. Worked in the Service Catalog, CMS and Incident module customizations along with enhancements.

Discussing the business requirements with clients and documenting them into process requests. 

A Service Now expert with experience on implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Problem Management, Change Management and Release Management with Knowledge of Content management.

Created many standard workflows which are being re-used and propagated and handled many custom events. 

·         Upgraded from Helsinki to Istanbul version. 

·         Built a portfolio and added projects to portfolio using PPM. 

·         Configured SAML 2.0 Single Sign-on authentication, OKTA Single Sign-on authentication.

·         Worked with MID servers to facilitate communication and movement of data between the platform and external application and data sources. 

·         Developed HR service management portal as per business requirements applying JavaScript, HTML, CSS and Jelly script.

·         Experience on RSA Archer GRC platform with good understanding of GRC concepts and Architecture.

·         Using Packaging and Data Feeds, integrated Archer with third party applications such as  Service Now 

·         Implementation of GRC processes and provide MIS reports based on them.

·         Collaborate with the GRC team on the development of the GRC solution

·         Implementing, configuring, onboarding, and administrating GRC plugins. 

·         Loaded Assets and Configuration Items, Created relationships between CIs and Assets 

·         Employed Glide AJAX and Asynchronous calls in script includes for standard practices. 

·         Worked on call scheduling that helped Support teams work flexible

·         Responsible for creating homepages including basic reporting, gauge configuration and dashboard presentation.

·         Responsible for the Service Now tool administration module and creation of new Users, Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules.

·         Work effectively with cross-functional teams, involves Procurement, Legal, Finance, Professional Services and technical teams. 

·         Experience in SCCM for desktop deployments.

·         By using performance analytics, used to track down the data and pulled all the reports

·         Created many scripts which includes Business rules (server-side code) and modified OOB.

·         Worked extensively on LDAP integrations. Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC.

·         Good knowledge on Service Now Service watch integration and participated in installation of HP using Service now service watch.

·         Mappings in Service Now to consume data from ADDM using those raw queries

·         Good knowledge on Single Sign on and event based integrations. 

·         Setting up Configuration Management from scratch defining the CI classes and their relationships. 

·         Deploying MID Servers for discovery application, defining and executing the discovery schedules and validating the results.

·         Using the discovery log form for a quick look at how the probes are doing, manually changing the discovery source name and examining the status for the current discovery. 

·         Created complex transform scripts in transforming the data into the SNOW database. 

·         Created generalized framework for repeating problems and incidents. 

·         Design and Implementation of service requests through service catalogue in service now. 

·         Analyzed problems and create new solutions and new techniques. 

·         Developed SLA and reporting. 

·         Helped in upgrading Fuji to Helsinki resolved conflicts during the upgrades.

·         Migrated the dot net applications to service now

·         Defining the process for each service request. 

·         Creating scheduled tasks, monitoring the ticket queues and generating statistics. 

·         Working knowledge of Knowledge Articles, Incidents, CMDB and Dictionaries. 

·         Creating catalogue items, workflows, inbound emails actions and update sets for service requests. 

·         Check the change management document and verify the changes. 

·         Assist in Release Management during product and patch releases. 

·         Provided training sessions on ticketing tools, reporting and data entry.

·         Successfully implemented GRC by using the advanced features in Istanbul version.  

·         Followed up with clients and customers on process requests, specific requirements.

Environment: Service Now, Angular JS, JavaScript, HTML 5, Bootstrap, CSS, Windows7, Business rules, Client Scripts, Script includes, Apache Jelly, XML, Web Services, WSDL, SOAP.

 

 

 

Client: Financial Graphic services, Chicago, IL                                                                            SEP 2014 – OCT 2015

Job Title: ServiceNow Developer/Admin

Project Description: 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 ServiceNow environment daily.

Responsibilities:

·         Assisting client implementing the MSP (Managed Service Provider) instance for Service-Now and domain separation for Service-Now Instances.

·         Working with client and functional requirements within Service Now.

·         Performed as a Lead with offshore teams

·         Facilitating rollout of new applications and modules.

·         Extensive experience in IT Operations Management (ITOM). 

·         Expertise in scripting of Business Rules, UI Policies, UI Actions, UI Macros, Client Scripts, ACL's and Script Includes, Workflow activities within ServiceNow leveraging on JavaScript, HTML, CSS, XML, SOAP and REST Web services 

·         Run Book Automation provides workflows that extend outside of your Service Now environment to automate defined processes.

·         Proficient in working with Content Management System (CMS) and Self Service portal using Jelly Script and UI Macros. 

·         Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.

·         Has been part of end user self-service portal management. 

·         Processes that are automated using Service Now RBA are automatically documented within the workflow definition.

·         Integrated Microsoft SCCM with Service Now for pulling the entire configuration item into ServiceNow.

·         Used performance analytics score card to display the single indicator and allow you to perform detailed analysis on the data.

·         Service Catalog and Request Workflow Design and Configuration

·         Worked with workflows for escalations. 

·         Designing the Content Management System for Varian system, which involved layout, CSS and Service Catalog Work.

·         Composed multiple Catalog Items Front-end web /GUI components adopting JavaScript, CSS and HTML5.

·         Created various workflows for Incident Management, Problem Management, Change Management, Service Requests and SLA's.

·         Administered all the windows machines and application with the help of PowerShell. 

·         Created Buttons and context menus both on form and lists using UI actions

·         Designed many email templates by using HTML and Jelly scripting and used them in notifications

·         Worked with Windows team, Network team and Asset Management team in order to check for the data collected through discovery is accurate

·         Written script includes and invoked them in Business rules and Client scripts

·         Imported many CI’ s using import set tables

·         Created data sources and loaded the Service-Now tables with different data formats

·         Created transform maps both automatic field mapping and scripting

·         Also, worked on Asset Management and loaded the data into it.

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

·         Worked on the integration of Service Now with Siebel, integrated Service Catalog and Incident module.

·         Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.

Environment: ServiceNow, Geneva, AJAX, Angular JS, Boot strap, JavaScript, CSS, XML, HTML, XHTML and Windows 7.

 

 

Client: GemSoft Tech Solutions, India                                                                                    April 2013-Jun 2014

Job Title: Service Now Developer/Admin                                     

Project Description: Implementing Service Request Management from End-to-End including the integrations with other tools and giving L3 support for the whole Service Catalog Application including resolving the incidents and problem tickets on Service Catalog.

Responsibilities:

·         Development of Service catalog, which includes creating new catalog items, designing workflows and execution, plans.

·         Created functional and technical specifications documents for various Service Now modules

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

·         Configured Data Dictionary overrides for Default values and operated with JavaScript functions. 

·         Coordinating the instance upgrade activities.

·         Service Now Orchestration automates the processes that involve systems and applications outside of the Service Now environment.  Simple or complex tasks across remote applications, services, and infrastructure for IT operations management, process automation, and business automation scenarios.

·         Maintained SCCM 2007 infrastructure of one primary site and five secondary sites at flagship. 

·         Orchestration is not free with the platform, and therefore it can only be installed by Request once the customer has signed a contract that includes Orchestration

·         Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.

·         Worked on Change Management module by enhancing the tool to the stakeholders and made it easy to understand.

·         Use JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions

·         Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.

·         Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5.

·         Worked as part of Scrum Team directly with Scrum Master, Software Developers, Product Managers and Stake Holders to test IT Operations Management (ITOM) Applications including Cloud Management solutions and Software Delivery Automation. Also involved with working in an agile development environment. 

·         Involvement with input validation using JavaScript. 

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

·         Configured multiple forms for Asset module using Configuration Management Database. 

·         Resolving typical Users access and roles issues by checking active directory and users table.

·         Pulling reports and scheduling the reports as per the client requirement.

·         Creating database views to pull the reports on variables, which are being used by catalog items.

·         Writing Catalog client scripts and UI policies to make client side changes.

·         Creating the UI pages to use them in catalog items, Implemented-using UI scripts.

·         Creating Knowledge articles to document the steps in creating the catalog items.

·         Working on different kinds of variables and variable sets.

·         Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.

·         Worked on Asset Management to manage the lifecycle of assets from request and procurement through retirement and ensure data quality. 

·         Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.

·         Writing script includes invoking them in reference qualifiers or variable scripting.

·         Integrating Service catalog module with “Net cool” monitoring tool using Web Services and fixing the issues, which come up while the tolls are getting interacted.

Environment: Service Now, Boot Strap, JavaScript, HTML 5, and Windows 7.