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Pra.Kum - Servicenow Dev

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Location: Austin, Texas, USA

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Visa: OPT

Resume file: Pradeep ServiceNow_1747233821906.docx Please check the file(s) for viruses. Files are checked manually and then made available for download.

PROFESSIONAL SUMMARY ServiceNow Developer with Over 6 years of expertise in ITSM, ITOM, ITAM, CSM, CMDB, Discovery, Service Catalog, Service Portal, and Flow Designer. I am skilled in Workflow configurations, Custom Application Development, and Integrations. Proven ability to enhance efficiency and streamline processes in Agile developments. Experienced in all phases of the SDLC, including Requirement Analysis, Implementation, Maintenance, and extensive experience with Agilemethodology. TRAINING AND CERTIFICATION ServiceNow Certified System Administrator ServiceNow Certified Application Developer Micro-Certification - Flow Designer Micro-Certification - Automated Test Framework ServiceNow Integration Hub Certification Micro-Certification - Welcome to ServiceNow SKILLS ServiceNow Modules ITSM, CSM, ITAM, ITOM, Service Portal, Web Services, CMDB, Service Catalog, ATF Languages Java, J2ee SQL, PL/SQL Scripting Languages JavaScript, Jelly Script, HTML, CSS, AJAX, XML, JSON, MySQL, jQuery, Angular JS, Python Software Methodologies Agile/Scrum, Waterfall RELEVANT EXPERIENCE Sr. ServiceNow Developer Jul 2024- To Present Client: Elevance Health, Texas Responsibilities: Configured Incident, Problem, and Change Management modules in alignment with ITIL practices, automating categorization and assignment of incidents through Business Rules and Script Includes. Designed complex Workflows with dynamic approval scripting for Service Catalog items, automating multi-level approvals to comply with organizational policies. Managed DISCOVERY setups, Mid-server connections, and ensured accurate CMDB and asset management data. Configured Discovery Probes and Sensors to populate and update CMDB data, resolving data duplication using identification and Reconciliationrules. Created Dashboards to monitor CI relationships and unauthorized changes, improving asset tracking and governance. Automated IT asset discovery and service mapping using Discovery and Service Mapping modules. Created and implemented Orchestration workflows to automate tasks such as provisioning and patching. Developed and configured SLA policies to ensure compliance with customer commitments and integrated them with external CRM systems for seamless customer record synchronization. Configured Performance Analytics to track KPIs like SLA compliance, Resolution time, and backlog trends, delivering actionable insights through Custom Dashboards for Incident, Problem, and Change Management. Implemented Glide Record queries for optimized data retrieval and developed GlideAjax Scripts for efficient client-server communication, improving form interactions. Secured API endpoints using OAuth and Basic Authentication, ensuring data integrity and secure transactions. Developed reusable Script Includes and Script Actions to encapsulate business logic, ensuring consistency and reducing redundancy across multiple ServiceNow modules. Troubleshot and resolved issues by analyzing logs, debugging scripts, and collaborating with stakeholders to identify root causes and implement effective solutions, minimizing system downtime. Created complex Order Guides and configured Variable Sets to simplify multi-item requests, improving user interaction. Developed dynamic form fields using Catalog Client Scripts and Catalog UI Policies to customize the user experience. Defined SLA conditions, retroactive start rules, and escalation workflows to manage breached SLAs effectively. Automated notifications to stakeholders for SLA violations, ensuring proactive issue resolution. Managed large-scale data imports using Data Sources and Transform Maps, applying scripts for data normalization during imports. Designed ServiceNow Custom Tables, Flow Designers, and Workflows to address unique business requirements. Created robust Script Includes, Business Rules, and UI Actions to extend platform capabilities while ensuring maintainable solutions. Developed custom CMDB Health Dashboards for visual monitoring of CI relationships, discovery status, and data quality in alignment with CMDB health rules. Integrated Discovery with ServiceNow ITSM to create incident tickets automatically based on discovered CIs and related events. Led the design and customization of Incident and Problem Management dashboards, providing insights into SLA adherence, response times, and resolution metrics. Configured and optimized Email Notifications and Inbound Email Actions to streamline communication for Incident, Change, and Problem Management processes. Facilitated Root Cause Analysis (RCA) for critical incidents and problems, minimizing recurrence and reducing downtime. Designed and maintained the CMDB to ensure accurate representation of Configuration Items (CIs) and their relationships. Developed and optimized flows using Flow Designer to automate multi-step processes, integrating with various ServiceNow modules. Information Services Group (ISG), Bangalore, India Apr 2021- Dec 2022 Sr. ServiceNow Developer/ Senior Analyst Responsibilities: Developed and customized core ITSM modules, including Incident, Problem, Change, Request, Service Catalog, Knowledge Management, CMDB, and SLA Management. Integrated Flow Designer with external tools like Jira and GitHub using API calls and Integration Hub, automating ticket creation, status synchronization, and real-time data updates between platforms. Developed and customized core CSM modules, including Case Management, Service Portal, Knowledge Management, and Entitlements to improve customer support. Extensive experience in Customer Service Management (CSM), designing portals, workflows, and casemanagement systems to improve customer satisfaction and service delivery. Configured Case Management processes for incident tracking, routing, and resolution, ensuring alignment with ITSM processes for seamless integration. Designed and implemented Customer Service Portal with custom Widgets, UI Pages, and UI Macros to enhance self-service capabilities and improve customer satisfaction. Integrated CSM with ITSM modules to streamline cross-functional processes, such as case-to-incident linking and automated service request handling. Implemented Service Mapping to map business services, applications, and their dependencies for improved visibility into service health and operational impact. Customized Change Management module with Change Models, Risk Assessment, CAB Approval workflows, and automated Standard and Emergency Change processes. Developed Business Rules, Client Scripts, and UI Policies to enforce data consistency, automate field values, and enhance user interface behavior. Built and configured Service Catalog Items, Record Producers, and Order Guides using CatalogVariables, VariableSets, UIPolicies, CatalogClientScripts, and multi-step approval workflows. Developed Custom applications using App Engine Studio to address business-specific requirements beyond ITSM modules. Automated Request Fulfillment processes leveraging Flow Designer, Sub flows, Graphical Workflows, and Script Actions. Designed and configured Service Portal with custom Widgets, UI Pages, UI Macros, and AngularJS scripting to enhance user experience and enable self-service capabilities. Developed Custom Dashboards and Interactive Reports for Incident Trends, SLA Breaches, Change Success Rate, and Performance Analytics for real-time KPI monitoring. Built REST API Integrations with platforms like Jira, Active Directory (AD), Workday, and AWS to automate ticket creation, user provisioning, and CMDB updates. Developed and customized core ITOM modules including Discovery, Event Management, Service Mapping, and Orchestration to improve IT operations and service visibility. Configured LDAP Integration for user imports, role assignment, and authentication management. Implemented SOAP Integrations with legacy systems for Incident and Change data synchronization, leveraging SOAP Messages and Response Parsing. Exposed Scripted REST APIs to enable external applications to create/update Incidents, Changes, and Service Requests in ServiceNow. Built Custom Applications using ServiceNow App Engine Studio, streamlining workflows and automating business processes. Configured and enhanced Virtual Agent conversations to support ITSM tasks like incident creation and password resets. Set up and managed CMDB by configuring CI Classes, Relationships, Identification & Reconciliation Rules (IRE), and automating CI updates through Import Sets, Discovery, and external data sources. Configured SLA, OLA, and UPC agreements with Pause Conditions, Retroactive Start, SLA notifications, and escalation workflows. Built server-side scripting solutions using Glide Record, GlideAggregate and Script Includes for reusable business logic. Created Scheduled Jobs (Scheduled Script Executions) for automating recurring tasks like data cleanup, notifications, and bulk record updates. Configured Script Actions to trigger event-driven processes such as Incident auto-closure notifications and Change Risk recalculations. Automated Email Notifications, Outbound and Inbound Email Actions to send updates, approvals, and perform record updates based on email responses. Implemented Access Control (ACLs) for table-level, field-level, and record-level security based on user roles and group memberships. Utilized ITIL v3 and ITIL v4 best practices to design and implement Incident, Problem, Change, and Service Request processes aligning with industry standards. Configured SSO Integration and custom login process using SAML 2.0, enabling secure authentication and user provisioning. Designed, customized, and configured ServiceNow IT Asset Management (ITAM) processes, focusing on Software Asset Management (SAM) and Hardware Asset Management (HAM) to ensure effective asset tracking and compliance. Developed Asset lifecycle management workflows, including procurement, deployment, inventory management, and retirement processes for both hardware and software assets. Implemented and automated license management workflows within SAM to optimize software license usage and reduce costs by ensuring compliance with licensing agreements. Integrated HAM and SAM modules with ServiceNow CMDB to create a unified view of hardware and software assets, enhancing reporting, tracking, and decision-making. Supported instance migrations across environments using Update Sets, ensuring version control, conflict detection, and deployment best practices. Troubleshot and resolved production issues using System Logs, Background Scripts, Script Debugger, and analyzing Business Rules, Workflows, and Flow Designer executions. Documented technical configurations, integration setups, custom development solutions, and conducted knowledge-sharing sessions on ITSM processes, Service Portal usage, and platform enhancements. Managed ServiceNow platform upgrades (e.g., Rome, San Diego releases), executed cloning, regression testing, and ensured post-upgrade stability using ATF (Automated Test Framework). Implemented Problem Management workflows for Root Cause Analysis (RCA) and automated Problem Tasks using Workflows and Flow Designer. Implemented ServiceNow Best Practices for Development and Administration, focusing on coding standards, instance cloning, update set management, testing procedures, and Change control processes. Used Dot-Walking to retrieve and display related records and data across forms, improving visibility and accessibility for incident and request tracking. KPMG, Bangalore, India Nov 2017 Apr 2021 ServiceNow Developer/Administrator Responsibilities: Collected business requirements and collaborated with service owners, helpdesk, and end users to comprehend existing functionalities and current state processes, facilitating the development and configuration of the ServiceNow platform. Managed daily administration tasks of the ServiceNow platform, maintaining the relationships of business services and configuration items. Developed and customized ServiceNow applications with custom tables, UI Pages, and Workflows to meet business needs. Worked on User Management to add, update, and deactivate Users, Roles, and Groups in ServiceNow. Worked with UI Builder to create and manage landing pages for Agent Workspace, including page variants and custom components. Configured SSO Integration and login process customization for ServiceNow using SAML 2.0. Applied Access Control List (ACL) rules to secure Forms, Tables, and Modules, managing Users, Groups, and Roles accordingly. Configured Data Sources, Import Sets, SLAs/OLAs, LDAP, and Transform maps. Managed Service Portal users through system properties and Custom scripts. Developed integration solutions using ServiceNow s APIs and worked on solutions involving ebonding and REST protocols. Integrated external SOAP and REST-based web services with ServiceNow. Set up Agent Workspace for the ITSM module, extensively utilizing Flow Designer to integrate internal applications. Integrated legacy systems using Flow Designer, Integration HUB, Inbound Email Actions, and scripted web services. Implemented client-side changes using Catalog client scripts and UI policies. Built customized user interfaces, Forms, and Pages using ServiceNow s UI components. Scheduled, configured Reports, and developed Custom charts for ServiceNow. Designed and configured custom Service Catalog items and Record Producers to automate and streamline service requests, ensuring seamless record creation across various modules. Developed dynamic forms using Catalog UI Policies, Client Scripts, and Record Producer scripts to enhance the user experience and ensure accurate data capture. Maintained and enhanced various modules like Incident, Change, Problem, Knowledge, and Service Catalog. Gathered requirements for SLA and configured them in ServiceNow for development and design of Self-Service Portal. Customized using Business Rules, Client Scripts, and Catalog Client Scripts. Designed Workflows and implemented logic in ServiceNow for catalog approval/fulfillment processes. Led testing phases including product, integration, system, and User Acceptance Tests (UAT) to ensure high-quality releases. Developed and implemented data models, including CI (Configuration Item) Classes, Attributes, and CI Relationships. Upgraded ServiceNow ATF (Automated Test Framework) and ran test suites for the Incident module. Engaged in customer interaction and handled project delivery, maintaining a high level of customer satisfaction. Designed Workflows, Reports, Dashboards, and Surveys. Created UI pages for better visual appearance in Catalog items in ServiceNow. Configured Email Notifications and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests. Performed Data Migration of CI Attributes for CMDB using Import sets. Developed application code, user interfaces, and handled Third-party Integration components. Gained in-depth knowledge of ServiceNow APIs and Web services, with significant experience in supporting multiple integrations. Worked on Automated Test Frameworks (ATF) for testing ServiceNow s Incident module and Service Catalog items. Developed and modified workflows for routine, comprehensive, and emergency change management processes. Customized Probes and Sensors to gather and upload data in ServiceNow for the population of CMDB. Imported data into ServiceNow and performed transformations using Transform maps. Developed and modified Scheduled Jobs, Business Rules, and UI Actions. Modified and developed workflows and Workflow Scripts. Developed Knowledge Management module with separate interface and workflow for finance-related knowledge articles and IT-related articles and developed Release Management module. Created Form and List buttons and Context menus using UI Actions. Performed Data migrations, creating Data Sources and Transform maps, including parsing and importing external application data into ServiceNow. Designed and implemented Customer Service Management (CSM) solutions, including Portal Development and Internationalization. Performed testing and debugging of code written on the ServiceNow platform to ensure high-quality deliverables. Documented and analyzed data gathered from workshops, surveys, and task analysis to create actionable insights. Gained hands-on experience with the CMDB module, ensuring accurate data management and effective configuration item tracking. Applied strong knowledge of the ITIL framework to align ITSM processes with industry best practices. Advocated the use of Agile implementation to simplify and enhance ServiceNow project delivery. EDUCATION Master of Science in Information Systems o Northwest Missouri State University, Missouri 2024. B. Tech in Electronics and Communications Engineering o JNTU Hyderabad 2017. Keywords: continuous integration user interface javascript access management active directory information technology procedural language