Candidates About

Aswini Devendram

PROFESSIONAL SUMMARY

·         8+ years of experience in ServiceNow platform as both Developer and Administrator.

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

·         In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.

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

·         Experience in Service Management and Service Delivery Process. (ITIL Frame Work) 

·         Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project and management skills. 

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

·         Design, set up, and manage the CMDB within the AFS MSP instance of ServiceNow. Including data field mapping, updating, auditing and integrity.

·         Extensive development in our Servicenow SME platform including creation and customization of our Incident, Request, Service Change, Service Level, Knowledge and Configuration (CMDB) applications and processes. 

·         Strong experience in working on user interface applications and professional web applications using HTML 4.0/5, XHTML, CSS3, JavaScript, JQUERY, JSON, AJAX, Bootstrap and XML.

·         Developing JavaScript and configuring Workflows to implement additional features, customizations and enable the process flow.

·         Experience in Service-Now SME to support Administration, Configuration and process design for commercial customers.

·         Experience in configuring the Incident Management, Problem Management, Change Management, Asset Management, Service Request Management applications and BMC Atrium CMDB.

·         Expert in Designing, Developing, Maintaining, and Optimizing the Universes using Designer Module Configuration, Web Services, Catalog client Scripting, SOAP, Developing complex workflows.

·         Exposure to Service-Now platform tools in Discovery and Orchestration Environment. 

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

·         Knowledge of update set, import set and transform maps in ServiceNow for Data Mapping and Data Transformation from legacy system to ServiceNow.

·         Experienced with design and deployment of middleware and applications running in VMware Infrastructure.

·         Experienced in Design, development and testing of web application and integration projects using technologies such as Core Java, JDBC and MVC framework. 

·         Experience in gathering requirements and analysis of Risk Management and change Management. 

·         Creating catalog items and creating record producers in service catalog.

·         Configured LDAP Server, for pulling user and group data from Active Directory.

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

·         Provided assistance to clients with thoughtful experience and excellent communication skills with outstanding skills in problem solving and analysis.

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Client: Toyota Motors Manufacturing, Louisville, KY                              May 2016 – Till Date                           

Role: ServiceNow Developer/Admin

Description: Toyota Motor Manufacturing is an automobile manufacturing factory and the Company's automotive segment includes the design, manufacture, assembly and sale of passenger vehicles, minivans and commercial vehicles, such as trucks and related parts and accessories.

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 Servicenow 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 Servicenow requirements and developed and configured the Servicenow 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, Reporting and Discovery. 

·         Involved in customizing the form design and layout for Incident, Problem and Change Management Processes.

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

·         Designing the Mapping documents for the B2B integration with web-services. 

·          Mapping the user requirements / enhancements to Service Now entities and providing estimation for end to end development of requirement. 

·         Timing is important when considering the addition of content management System. Successful deployments of the content management system usually take place after phase one processes (for example, Incident, Problem, Change, Catalog, and Knowledge) are in place.

·         CMS webmaster who works together with the first resource, executes the designs, and makes the site work.

·         Network routers and switches often have very similar capabilities. It is very common for some switches known as Layer 3 switches to have IP routing.

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

·         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. 

·         Implemented JDBC Export to execute custom SQL queries in the target database based on requirement. 

·         Conceptual and strategically analytical with an ability to understand information system and thoroughly analyze and address business needs. 

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

·         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.

Client: Ernst & Young (EY), Alpharetta, GA                                    Oct 2014 – April 2016  
Role: ServiceNow Developer/Admin

Description: EY is a multinational Professional Services firm in the world and is one of the Big Four accounting Firms. The organization operates as a network of member firms which are separate legal entities in individual countires.It has 231,000 employees in over 700 offices around 150 countries in the world. It provides assurance (including Financial audit),tax, consulting and advisory services to companies.

Responsibilities: -

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

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

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

·         Loaded Configuration Items (CIs) from Excel files into ServiceNow using import sets and Transform Maps. 

·         Coordinating the instance upgrade activities. 

·         Created various Business rules, Script includes, Client Scripts, UI Policies, UI Actions and Data Policies. 

·         Performed Data Analysis, designed Visualizations and created Dashboards using Tableau on dataset consisting usage information from Dognition.com.

·         Developed (customer, payment, demographic categories) visualizations on tableau for better representation of data. 

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

·         Worked on CMDB from the scratch.

·         Created CI relationships and Suggested CI Relationships.

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

·         Created workflows for Standard catalog items, Non Standard catalog item and Change approval process.

·         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

·         Created both inbound Scripted Web Services and inbound Email Actions to create incidents from Emails.

·         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 ACL’s for controlling the security mechanism in Service Now and Setup the SLAs according to the business requirements

·         Worked on creating the custom ESS portal page.

·         Worked on Web Services using SOAP Messages and called third party. Good understanding of WSDL, XML. 

·         Integrated with Active Directory for SSO using SAML 2.0

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

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

·         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. 

·         Environment: Service Now, JavaScript, HTML 5.

Client: Mindtree, Bengaluru, India                                                          June 2013 – Sep 2014

Role: ServiceNow Consultant

Description: Mindtree delivers digital transformation and technology services from ideation to execution, enabling Global 2000 clients to outperform the competition. “Born digital,” Mindtree takes an agile, collaborative approach to creating customized solutions across the digital value chain.

Responsibilities:

• Use Administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLA's, Reporting etc.
• Core Application Administration: Policies Interactions, Application Security, Events Notifications.
• Managing client scripts, UI policies, UI actions and Data policies.
• Moving data in and out of an instance using import sets and transform maps and also auto import of data into service now.
• Defining Service Level Agreements SLAs, notifications, and reports.
• Develops new applications from beginning to end.
• Maintains existing applications. Creates code that meets system standards.
• Integration of service now with LDAP for authentication.
• Integration of Service Now with BMC Remedy for ticket creation on change submits.
• Subject Matter expert on Incident Management, Change Management Process and Knowledge article.
• Develops conversion plans and procedures.
• Develops and executes plans and procedures for data conversion, customer acceptance criteria and installation strategy.
• Migration of customizations from one instance to other instance and Ongoing Maintenance.

Environment: ServiceNow, ITIL, JavaScript, JellyBeans, Web Services, XML, DHTML, JQuery, JSON

Client: HDFC Bank Ltd, Hyderabad, India                         July 2009 – June 2013

Role: ITSM Expert

Description: The Housing Development Finance Corporation Limited (HDFC) was amongst the first to receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the private sector, as part of RBI's liberalization of the Indian Banking Industry in 1994. 

Responsibilities:

• Conceptualized, designed, tested, documented, implemented and optimized BMC Remedy ITSM system features and solutions that enable and support business functions and processes.
• Extensive Knowledge Transfer to internal staff about ITSM applications and best coding standards in Remedy.
• Managed and lead the development and configuration of BMC Remedy ITSM applications and process definitions.
• Lead the design, delivery and implementation of an ITIL compliant, scalable and well-documented IT Service Management solution, leveraging BMC Remedy ITSM applications to support processes, increase efficiency, effectiveness and proper utilization and alignment of resources.

·         Expert in business applications, Analysis, Design, development, Conversion, Customizing,

Interfacing, Testing and Implementation in ITIL compliant Remedy ITSM Modules. Knowledge of ITIL v3 concepts and its implementation (BMC -CMDB 2.0, ITSM Configuration, Incident, Problem, Release and Service Level Management),Crystal & BO reports. Integration with other applications for updated CMDB.

Environment: ServiceNow, ITSM, ITIL, JavaScript, Web Services, XML, DHTML, jQuery, JSON.