Chandra A

559-997-6564                                                                                                                         [email protected]

PROFESSIONAL SUMMERY:

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·        
6
years of Service Now development and administration experience supporting the
ITSM application, understanding customer requirement and implementing solutions
using the knowledge in ITSM tool and ITIL processes, With 7+ years of IT
Industry experience.

·        
A
ServiceNow expert 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 and Web Services Integration.

·        
Experience
in Software Development Lifecycle (SDLC) managing project scope, requirement
definition, resource management, analysis, managing work schedules, project
status reporting, project coordination and conflict resolution.

·        
Creating
combined deployment descriptors using XML for all the session and entity beans.
Actively Involved in End User Portal design, and the ongoing support and
maintenance using CMS application ServiceNow

·        
Hands
on experience with ServiceNow Service Watch, Approval Rules and Assignment
rules, On-call Scheduling and notify, Access controls, Security, workflow
editing, Order Guides, and Work Flows in Service Catalog Management, Siebel
integration.

·        
Creating
data sources and loaded the Service-Now tables with different data formats Creating
transform maps both automatic field mapping and scripting. Integrating Fire eye
tool with Service-Now using Email integration i.e. inbound actions scripting.

·        
Experience
in Email Integration, LDAP integration, External Web services Integration (both
SOAP based, and REST based) in ServiceNow. Responsible for establishing the
single sign on through LDAP, making the sign in process easy by using the
company’s login portal. Created directory system agent using LDAP server.

·        
Extensive
knowledge of Remedy workflow such as Request Forms, Active Links, Filters,
Active Link and Filter Guides and Escalations with BMC Atrium CMDB using Remedy
tools and utilities such as BMC Remedy Migrator7.x, BMC Remedy Import 7.x,
Remedy Flashboards, BMC Remedy Approval Server, AR Inside, AR Utilities.

·        
Expertise
in Design and development of CMDB (Configuration Management) and using
DISCOVERY to load configuration information to CMDB in ServiceNow. Experience
with implementations of ServiceNow Discovery, Service Mapping, Orchestration,
Performance Analytics, and Event Management.

·        
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 and integrations within complex ITSM environment.

·        
Gathering
requirements and converting BRD’s into technical requirements. End to End
Development and Customization of Incident/Problem and Change management
applications per ITIL and Invesco’s processes and policies.

·        
Leveraging
knowledge and experience to deliver end-to- end methodologies within Service
Now, which includes architecting technical implementation of IT Infrastructure
Library (ITIL) processes, organizing and prioritizing development effort,
interfacing with vendors and management, and coordinating effort of
administrators.

·        
Documenting
all implementations and best practices defined within team. Post roll out production
support. Experience of handling Bug Fixes and Enhancement Requests Actively
Involved in End User Portal design, and the ongoing support and maintenance
using CMS application ServiceNow.

·        
Proven
record of providing outstanding customer service, talented relationship
developer, self-motivated professional who seeks challenge and opportunity in
ServiceNow ITSM platform development, support, and management.

 

TECHNICAL
SKILLS:

ITSM Tools

 

Service-Now,
CMS, SCR, SAM, and LDAP, ITSM Suite, HP Service/Access Manager, BMC Remedy,
Remedy Now, ITIL

Programming Languages

 

C,
C++, JEE, SQL, PL/SQL, Jelly Script, jQuery, AngularJS React.js, Angular.js,
Backbone.js, Require.js, Node.js, Bootstrap, COBOL, Glide Script 

Web Development

 

HTML5, SASS, LESS, Atomic CSS, CSS3, JavaScript,
Servlet, JSP, PHP, JSON, JDBC, AJAX, XML, XHTML, MVC, DOM.

Software Methodologies

 

SDLC,
Waterfall, Agile, XP, Scrum. 

Databases

 

MySQL,
Oracle 10g, MSSQL, PLSQL, SQL Client Teradata, MongoDB.

Web/Application Servers

 

IBM
Web Sphere 6.x, Web Logic 10, Apache Tomcat.

IDE

 

Eclipse,
Net Beans, TOAD. WSDL, SOAP, REST, Visual Studio, Adobe Dreamweaver,
Notepad++, Sublime Text2 

Version Control Tools

 

CVS,
SVN, GitHub.

Tools and Packages

 

Rational
Rose, Ant, Maven, Log4j, Dreamweaver. Oracle Reports 6i/9i/10g, Jasper,
Crystal Reports

PROFESSIONAL EXPERIENCE

Advance Auto Parts,
Pittsburgh, PA                                                                                           

Service Now Admin/Developer 

 

Responsibilities:

 

·        
Involved in analysis of end user
requirements and worked closely with team lead and Business analysts in
understanding the current Service now system. 

·        
Support the development and configuration
of a variety of areas including Service Catalog, Change, Problem, Knowledge,
Release, Asset Management, Configuration Management (CMDB), and
Reporting. 

·        
Monitored and performed Service now admin
activities which involve user and group administration. 

·        
Writing Business rules, Client scripts, UI
policies and UI actions to customize the instance. 

·        
Involved in developing Service Catalog
which includes creation of new catalog items, designing workflows and execution
plans. 

·        
Build service requests from customer
requirements including requests, request items and tasks using workflows to
manage data flows from the customer to the support teams providing the
service. 

·        
Developed new Service Catalog Items and
fix bugs in incident, problem and change management.

·        
Involved in configuration of Email
notification to alert the users of Service now.

·        
Developed solutions using web services,
SOAP, JavaScript and other web technologies to integrate Service Now with
internal/external systems and tools like Jira and Remedy.

·        
Experience with DISCOVERY tool in
ServiceNow to fetch the CI related information

·        
Worked on REST API as a third-party
application for Integration.

·        
Integration of third party web application
with remedy through inbuilt BMC Remedy web services.

·        
Involved in transfer of data from one instance
to other by creating and modifying Update sets.

·        
Worked on Import Sets to transform data
and transform maps.

·        
Strong in creating various work flows for
incident management, change management and service requests.

·        
Involved in testing forms and reports for
correct mapping of the objects and data transfers.

·        
Implementing new functionality using
Business rules, UI policies, Access control lists (ACL) etc.

·        
Monitored system performance and provided
system statistics and reports to the business.

·        
Created homepages including basic
reporting, gauge configuration and dashboards.

·        
Used Jelly Scripting for Creating UI
Pages, ACL’s and UI Macros.

·        
Configured UI Page and UI Macro using the
Jelly, Angular JS and JavaScript.

·        
Extensively worked with Apache Jelly to
create various types of UI pages and Macro templates.

·        
Performed Data migration to import data
from other applications and external databases.

·        
Created many standard work flows which are
propagated and handled many custom events.

 

Environment: ServiceNow,
Java Script, JSON, jQuery, Web Services, Angular JS, SOAP, SQL, XML, HTML,
DHTML, CSS, XML, AJAX, Shell scripting, Integrations, Cloud services, ITIL,
SCRUM 

 

Quest Diagnostics,
Albuquerque, NM   

Sr. ServiceNow Developer

Responsibilities:

·        
Implemented, documented, and maintained
the Service-Now platform to meet specific business needs to support ITIL and
business processes.

·        
Utilized Java Scripting to deliver
solutions that automate and audit business processes using UI Policy, Client
Script, UI Action, and Business Rules.

·        
Implemented
Demand and Project management and Customized workflows for approvals and
associated tasks.

·        
Created
dashboards for managers and executives.

·        
Created
workflows for routine, comprehensive and outage change requests and added a
need field called “not testable” on change task and routed
accordingly in the workflow.

·        
Have much experience on the queue
management of requests and Incidents and on time resolution of the issues
reported.

·        
Implemented SOAP web services integration
authentication model and Custom Processors.

·        
This integration lets Service Desk Support
Users communicate with the end-users using live chat and remote support from
Service Now interface.

·        
Actively involved in daily Scrum meetings,
designing, configuring and
customizing new applications and modules.

·        
Assisting
in troubleshooting patch / release management issues.

·        
Streamlined
SaaS type of outages in the workflow, by adding SaaS field in Configuration
item.

·        
Enabled infrastructure requests like
application access, network directory access, URL access requests, and server
reboot in service catalog.

·        
Very good understanding of SDLC process
for new development and to log a defect.

·        
Configured Service Level Agreements to define
certain levels of service from both internal and external providers.

Environment:
ServiceNow,
ITIL, ITSM, HTML, JavaScript, Perl, BMC Remedy, PowerShell, SNMP.

 

Expedia, Bellevue, WA

Service Now Admin/
Developer

Responsibilities:

·        
Manage development projects utilizing a
service-based approach including working with stakeholders to gather
requirements, providing estimates, designing solutions, gaining concurrence,
providing work direction, and obtaining sign-off all while maintaining
communication and transparency with all interested parties

·        
Primary focal for defects, enhancement
requests, and issues for Incident and Knowledge capabilities reported by the
Service Desk, Retail, and Deployment teams

·        
Principal developer for fixes and enhancements
to the Incident capability within ServiceNow

·        
Experience working with email
notifications, inbound actions, reports, gauges, and home pages.

·        
Experience on creation of catalog items,
wizards, record producers, interceptors, user guide.

·        
Working on creation and customization of
complex workflows and custom workflow activities.

·        
Worked with transform maps, data sources
and different transform scripts for data loads and management.

·        
Working with schedule jobs, events, and
triggers to manage business needs and handle background work.

·        
Working with complex UI customization, BMC
map customization and UI macros.

·        
Developing Functional and Technical
Specifications and provide User Training.

·        
Investigate performance issues, learn
troubleshooting tools, and use system logs to find issues

·        
Coordinates installation of Service Now
upgrades and/or service packs. Develops and manages the preparation of systems,
test criteria and control for upgrades, service packs, new functionality,
enhancements, or error correction.

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

·        
Designing of Content Management System
which involved layout, CSS, and Service Catalog work.

·        
Utilized the Service Now Service Catalog
for users to create Service Requests and Service Items.

·        
Worked on integrating ServiceNow with
external SOAP and REST based web services.

·        
Hands on Experience with Jira and workday
integrations.

·        
Hands on Experience with Service Portal
customizing Wizards.

·        
Strong knowledge in all phases of Software
Development Life Cycle (SDLC) for enterprise applications

·        
Strong experience in working in various
software development practices like Waterfall, Agile.

 

Environment:
Service Now, Asset Management, Incident Management, Problem Management, Change
Management, Fire eye, HTML, Java script, CSS, CMDB, Service Portal.

 

ServiceNow Admin, Unisys

Hyderabad,
Telangana

 

Responsibilities:

·        
New fields were added to support the
client requirement along with the set of business and client rules, UI
customizations, to fulfill client requirement.

·        
Updating Incident/Problem/Change module
based on client feedback.

·        
Creating new groups and adding users to
the groups in service now.

·        
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.

·        
ServiceNow Application UI Configuration,
Data Loads using import sets, development of reports & metrics for
executive management.

·        
Integration of ServiceNow LDAP, Web
services.

·        
Designing the Content Management System
for Various system which involved layout, UI pages, CSS and service catalog
work.

·        
Implemented Core configuration changes to
the platform as well as supporting applications.

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

·        
Coordinated with various stake holders and
offshore team on day to day issues.

·        
ServiceNow Application UI Configuration,
Workflow Configuration, Data Loads using import sets, development of reports
& metrics for executive management.

·        
Manage ITIL Processes monitoring overall
system performance using the System Performance and System Diagnostic
dashboards. Integrating ServiceNow with other systems and customization.

·        
Responsible for Development Team
Performance and involved in grooming & mentoring team members on various
processes.

·        
Worked as a Pre and Post installation
consultant to define and implement industry (ITIL) best practice for the
ServiceNow ITSM Platform.

·        
Create data fix scripts for data
corruption issues and perform Root Cause Analysis.

·        
Involved in daily, weekly, and monthly
meetings with client on the work progress and discussions on the upcoming work.

 

Environment:
Eureka, Glide Script, Java script, Jelly Script, Workflows, Incident, Problem,
Change, CMDB, HTML, CSS, AJAX

IT – Remedy ITSM
CONSULTANT, Sri Soft Solutions

Hyderabad,
Telangana

 

Responsibilities:

·        
Responsible for gathering requirements and
designing the Service Catalog for Bank of America organization from the
scratch.

·        
Involved in providing the design solution,
technical methodologies, and processes solution to meet the customer
requirements.

·        
Design solutions to enhancement requests
by developing with JavaScript and implementing workflows.

·        
Involved in working with process owners to
develop workflow, implement the workflows in Service Applications and
administer the tools.

·        
Involved in developing workflow
customizations and performing quality assurance testing and user acceptance
testing.

·        
Responsible for preparing design level,
program-level, and user-level documentation.

·        
Involved with working in an Agile
development environment.

·        
Involved in the complete end to end cycle
of coding, testing, debugging, maintaining, and refining the computer software
in Service Now to produce the required product.

·        
Developed user interface elements for
Web-based applications based on program specifications using JavaScript.

 

 Environment:
Windows Server 2003, SRM 2.x, MS-SQL Server 2005, BMC Remedy 7.1 p3 ITSM 7.0.3,
       Remedy AR System 7.6.03, Remedy
Change Management Module 7.5, Remedy SLM 7.5, BMC Atrium CMDB

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