Candidates About

 

Jyotsna Pogaku

Professional Summary:

·          A Qualified IT Professional with 9 years of experience with more than 5+ years of experience as a ServiceNow Developer. Also havingstrong knowledge in ITSM applications administration and tech support.

·          As a ServiceNow Certified System Administrator, having good experience in end to end ServiceNow implementation and integrations.

·          Having good knowledge in leveraging the IT Service Management framework for Incident, Problem, Change, Facilities, HR and Asset Management processes and ServiceNow best practices.

·          Hands on experience in obtaining requirements from Business Users and Subject Matter Experts and documenting the Business Requirements.

·          Well versed with Scrum and Agile methodology.

·          Good knowledge about IT Infrastructure Library (ITIL) standards which are helpful in Development and customization of IT service management applications

·          Familiar with different ServiceNow releases Eureka, Fuji and Geneva, Helsinki.

·          Loads, manipulates and maintains data between Service Now and other systems.

·          Familiar with ServiceNow Performance analytics and reporting.

·          Hands on experience in creating Users, roles and User Groups.

·           Knowledge in the ETL (Extract, Transform and Load) of data into a data ware house/date mart and Business Intelligence (BI) tools like Business Objects Modules

·          Hands on experience in service workflow with workflow optimization,wireframes and in automation.

·          Proficient in creating and working on Business Rules, Script Includes, Client Scripts, UI Policies, UI Pages, Events, Notifications and Surveys.

·          Hands on experience on personalizing and creating Forms and Fields

·          Configuration and customization of Help Desk, Change/Incident/Problem/Asset Management Modules including: Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions based on user requirements.

·          Hands on experience in workflows, and compiling data from various sources.

·          Having Extensive knowledge On-call Scheduling and notify.

·          Having Extensive knowledge on Access controls, Security, minor enhancements such as form or workflow editing.

·          Hands on experience in creating Approval Rules and Assignment rules.

·          Worked with Record Producers, Order Guides and Work Flows in Service Catalog Management. 

·          Hands on experience in creating Applications, Modules and also Tables including columns.

·          Developed solutions using JavaScript, Ajax, mid-server, Web Services REST, SOAP and other web technologies to integrate ServiceNow with internal/ external systems and tools.

·          Hands on experience in Java Script, Angular JS, AJAX, CSS, HTML and Bootstrap.

·          Knowledge on RESTful web service integrations.

·          Having hands on experience in service portal themes, portals and also widgets.

·          Experience in Implementation, customization, Managing the forms for various ITIL process

·          Strong work experience on Relational database management systems (RDBMS) Oracle and SQL server.

·          Experience with working on UNIX / LINUX, Windows Operating Systems.

·          Design, development, integrations, customizations, testing and maintenance/production support of BMC Remedy ITSM application.

·          Handled all aspects of the UI development including designing, testing/debugging, and deploying.

·          Experience in Service Management tools such as BMC Remedy, HP SM, and BMC Remedy on Demand. 

·          Hands on experience in integrating systems using SOAP and REST web services.

·          Experience in integrating ServiceNow with other IT systems, implementation of Discovery on remote desktops and developing code for the mid-tier servers. 

·          Experience working in Software as a Service (SaaS) environment. 

·          Working experience on Glide Ajax, Glide Record. 

·          Hands on experience in SCCM connector integration into ServiceNow.

·          I have worked extensively in ServiceNow CMDB and BMC Atrium CMDB.

·          Good understating of ITSM and ITIL business process.

·          Implemented single sign-on using Digested Token, SAML 1.1, SAML 2.0

 

Core Competencies

Area	Skills
Programming Languages	Angular Js, Jelly Script, jQuery, Java, ASP.net, Perl
Platforms	ServiceNow, HP Service Manager, SDLC
Web Technologies	ASP .NET, HTML, CSS, JavaScript, jQuery, Ajax, XML, PHP, JSON
Databases	Microsoft SQL Server, Oracle, MySQL
Technologies	Agile, Scrum, Design Patterns, ITIL, CSP, MVC, MapReduce, Android, Machine Learning
Other Tools	Eclipse, AMDOCS, NRCPMA, Crystal Reports, SQL Developer, Microsoft Visual Studio, MS Office, Client Script/Calling server side, code using Glide Ajax in Client Script
ITIL	ITIL, ServiceNow, SCR, ITSM and LDAP

 

Certifications:

ServiceNow System Administration

ITIL Foundational Certification

 

Education:

Master’s Degree: Eastern Illinois University, Computer Technology,2012

Bachelor’s Degree: JNTU Hyd, Electrical and Electronics,2007

 

Professional Experience:

Honeywell, NJ                                                                                  July’16 – Till Date

Role: Sr. ServiceNow Admin/Developer

Responsibilities:

 

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

·          Participated in process designing sessions and documented ITIL process flows.

·          Working with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow. 

·          Experience in designing, development and implementation of ServiceNow Platform ITSM application.

·          Responsible to Track and analyze unsuccessful changes to bring about process improvement with the help of frame work Remedy.

·          Facilitating  and supporting the rollout of application updates and new enhancements in service now.

·          Proficient in resolving the customer requirements using the service portal.

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

·          Proficient in writing client scripts, UI policies, UI actions and Data policies.

·          Worked on CMDB and Asset management.

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

·          Involved in introducing AngularJS Plugin into ServiceNow and widely used it in creating the front-end view of Portal.

·          Installed AngularJS Plug-in into ServiceNow and developed service portal using the two-way data binding methodology. 

·          Hands on experience in Use Cases and other Process Flow Models designed using Visio and Rational Rose. Also created a workflow in visio that is consistent with the images and objects in the workflow module.

·          Having good knowledge in writing catalog client scripts and UI policies to make client-side changes.

·          Create model of exiting credentialing process using Visio and UML Worked on business intelligence toolset to structure and communicate quantitative information using reports, analytics, and visualizations for data that resides in the ServiceNow database.

·          Created dashboards and widgets in performance analytics.

·          Worked on fixing bugs and doing enhancements for Incident, Problem and Change management and Service Catalog modules. 

·          Worked on ServiceNow ITOM which is composed of three use cases to help customers improve the delivery and assurance of enterprise services.

·          Worked on Studio IDE and integrated with Git.

·          Creation of tables within ServiceNow.

·          Confirgurated  project portfolio management (PPM) module and integrated with salesforce to bring opportunities to ServiceNow.

·          Managing data with tables, CMDB import sets Users, Groups and roles. 

·          Creation of custom reports and designing the dash board. 

·          Design and implement SLA - Service Level Agreement and the required work flow with Email notifications. 

·          Making use of powershell and other tools to automate a range of tasks in a OS diverse environment.

·          Perform administrative tasks from the Operation Manager console, provide application support for the SCOM platform and create and maintain monitoring and notification rules
Designed Workflows, along with standard Workflow templates, which can be reused. 

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

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

·          Create schedules, reports and monitor performance of Service-Now.

 

Environment: Service catalog, Asset Management, Analytics, Incident Management, Problem Management, ITIL, LDAP, UI actions, Ajax, Glide Record, Html, Xml, jQuery, Jelly Script, Glide Script,LDAP, CSS.

 

TIAA Cref, Charlotte, NC                                                                                               Oct’14 – Jun’16

Role: Sr. ServiceNow Admin/Developer                                                                                              

Responsibilities:

·          Performed configurations and customizations of ServiceNow applications like Service Catalog, Incident and Change. Involved in working and developing of ServiceNow plugins and customizations. 

·          Worked on Glide Ajax and Glide Records for scripting and UI actions. 

·           Maintained and administered the implemented instance of ServiceNow and performed tasks such as Configuring Users, company, site, location and other existing fields, Support Groups, assignment rules, categorizations, CI data, SLA etc. 

·           Created and Tracked support cases with ServiceNow. Created a lot of client's scripts/UI policies also with a lot of high-level customizations like attaching a custom event and DOM-injection with JQuery and Prototype. 

·          Worked on CMDB by implementing of IT assests into ServiceNow.

·          Worked on service now performance analytics module.

·          Worked across IT and other Operations Divisions to design, develop, and implement ServiceNow solutions consistent with customer requirements. 

·           Contributed to the architecture and technical aspects of the ServiceNow implementation and operation project, independently making project related decisions, provides project status reports to project sponsor.

·          Review and update SCOM console security, apply patches, create SCOM console roles and reviews, and create and install custom Management Packs (MP) as needed.

·          Worked on ServiceNow applications in the areas of Service Management, Business Management and Operations Management (ITOM)   

·          Created configuration documents for Self Service Portal and Backend System.

·          By using ALTIRIS maintained existing data migration program with occasional updates and enhancements.

·          Created UI pages for catalog items, also implemeted UI scripts for the catalog items.

·          Working on VMware Realize automation(VRA) and relase Orchestrator(VRO).

·          Involved in configuring and maintaining BMC Remedy Foundation Data. 

·          Performed integrations and process automation using ServiceNow Orchestration. 

·          Working knowledge on Single Sign on (SSO) and event based integrations. 

·          Experience in creating UI pages and macro templates using apache jelly.

·           Hands-on experience in writing jelly script to create web pages from a high-level page description using templates from the existing library. 

·           Created Business Rule, UI Action by using Glide Script. 

·          Customized and also made enhancements in the Project Portfolio Management(PPM) of ServiceNow.

·           Worked on LDAP integration to update the users and groups. 

·          Post rollout production support. Experience of handling bug fixes and enhancement requests.

·           Thorough understanding of ITIL/ITSM processes. 

·           Performed system and integration testing with sample and live data. 

 

Environment:Service catalog, Asset Management, Analytics, Incident Management, Problem Management, JavaScript, ITIL, UI actions, Ajax, Glide Record, Html, Xml, jQuery, Jelly Script, Glide Script,LDAP.

 

 

Kohler co, Kohler Wisconsin                                                                                      April’13 – Sept’14

Role: Sr. ServiceNow Admin/Developer

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.

·          Facilitating rollout of new applications and modules.

·          Hands on experience with Helsinki upgrade.

·          Assist in the definition of business requirements and provide definitions and updates of system design documentation.

·          Hands on experience on personalizing and creating Forms and Fields.

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

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

·           I also participated in the development and design of a custom built Help desk application in Remedy for RBC which we also integration with a Dot Net based “Service Catalog” application which acted as the front end for the helpdesk application

·          Experience in diagnosing itom degradation

·          Implement Service-Now customization including, but not limited to, Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, and data imports and exports.

·          Deliver SCOM views via Remote Desktop Web Access, create custom reports on results of SCOM Monitoring, using SQL Server Reporting Services (SSRS) technologies, and provide problem resolution for SCOM components and related.

·          ServiceNow application development; including creation and configuration of Service Catalogs, Email Notifications, Data imports and exports and Reports.

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

·          Involved in introducing AngularJS Plugin into ServiceNow and widely used it in creating the front-end view of Portal.

·          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.

·          Experienced in the analysis, development and automation of various ITSM processes including Incident Management, Change Management, Asset Management, Service Request, Configuration Management including setup and configuration of MID Server and Configuration Item Discovery.

·          Authored various UML diagrams such as Use Cases and activity diagrams using MS Visio and defined the Data Flow Diagrams DFD.

·          Installed AngularJS Plug-in into ServiceNow and developed service portal using the two-way data binding methodology. 

·          The service we also provide to clients is a semi managed service for administering their Service desks that has been implemented. This includes various administration tasks within Service desk software.

·          Experience in active directory exchange email, windows server powershells and unique system.

·          Implementing single sign-on authentication using Digest Token, SAML 1.1 and SAML 2.0.

·          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.

·          Design, development, integrations, customizations, testing and maintenance/production support of BMC Remedy ITSM application.

·          Worked with windows team, network team and Asset team to check for the data collected through discovery is accurate.

·          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. 

·          Created new Business Rules/Script Includes/Client catalog script/Client Script.

·          Configured chat functionality for Service Desk ticketing queue.

·          Designed global escalation management program that delivered improved SLA’s adherence by 33.5%. Designed a data warehouse and supporting analytics to provide visibility into the performance of this critical business program.

·          Created transform maps for importing CMDB data.

·          Imported SCCM data into ServiceNow Configuration Management Database using JDBC connection via Mid server

·          Updated relevant information with SCCM SQL server database.

·          Filtered, Normalized and cleaned up software records using asset intelligence feature in SCCM

·          Efficient in using Microsoft SCCM integration 4.1.0 plugin in integrating Microsoft SCCM 2012 starting with Fuji release

·          Written script includes and invoked them in business rules and client scripts.

·          Imported Active Directory to Service now using data sources.

·          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: Service Now (Helsinki), Asset Management, Analytics, Incident Management, Problem Management, Fire eye, HTML, JIRA, Javascript, CSS, CMDB.

 

 

First Republic Bank, San Francisco, CA                                                                   Aug’12 – Feb’13

Role: ServiceNow Admin/Developer                                                                    

Responsibilities:

 

·          Deploy new releases and enhancements into the Service Now live environment.

·          Implement ITIL v3 aligned processes in ServiceNow.

·          Implement CMDB in ServiceNow.

·           Implementation of different modules of ServiceNow as per requirements and ITIL process - Incident Management, Problem Management, Change Management, Asset Management and Service Catalogs. Developing integrations both inbound and outbound. SOAP & REST.

·          Establish and interact with CMDB, and manage data with import sets, update sets and transform maps.

·          Propose ServiceNow best practices to maintain life cycles of Incident, Management, Problem

·          Management, Knowledge Management, User Administration, Configuration and Asset Management.

·          Work with business users to identify and refine business requirements and workflows.