Aditya Ramula
Plano,TX
Summary
- Qualified IT Professional with 7 years of total experience as a ServiceNow Developer and Administrator.
- Excellent verbal and written communication skills - able to present information, status, and issues in a clear and concise manner with the goal of driving to a decision.
- Experience in Managing process, technology and IT service Management solutions, ITIL processes, customizing and configuration of ITSM tools.
- Expert in ServiceNow with experience in implementing end-to-end Service Catalog, incident Management, Configuration & Asset Management, Change Management.
- Involved in configuring the Business Rules, Client Scripts, Ui Policies and Access Lists in ServiceNow.
- Designed configured and implemented solutions using Java scripting.
- Experience in working with the workflows using ServiceNow workflow editor.
- Excellent analytical skills with proficiency in debugging and problem solving.
Overview
7
7
years of professional experience
1
1
Certification
Work History
ServiceNow Administrator/Developer
Johnson & Johnson
12.2023 - 05.2024
- Worked on various ITSM modules of Service Now like Incident management, Change management, and Problem management, Service catalog, User Administration and Reporting.
- Wrote Client Scripts, UI policies, Business Rules, SLM, Security Rules and UI Actions, UI Pages/Macros.
- Customized and created Virtual workflows & Flow designers for Change Management, Configuration Management, knowledge management and for service catalog items.
- Worked with client and management to resolve issues and validate programming requirements within their areas of responsibility.
- Used Virtual Agent that always available to handle common requests and tasks, so users can receive help immediately.
- Worked on the CMDB and Asset Management Services, Business Services, and configuration item relationship.
- Created HR cases for employees to record the processing of HR requests, such as a request from an employee for a leave of absence.
- Understanding of IT service management ITSM and ITIL business process.
- Maintain Service Level agreement SLA and monitor an SLA Workflow.
- Created Catalog client scripts and UI policies to make client-side changes.
- Created UI pages to use Catalog items, implemented using UI scripts.
- Created Knowledge articles to document the steps I am creating the catalog items.
ServiceNow Developer/Administrator
Centene Corporation
03.2021 - 12.2023
- Involved in analysis of end user requirements and business rules based on given documentation and worked closely with tech leads and Business analysts in understanding the current ServiceNow system.
- Designed and implemented new functionality using UI Policies and Data Policy.
- Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs.
- Developed solutions in the service-now platform that are ITIL V3 compliant and defined business solutions for ITIL users.
- Designed and implemented new functionality using UI Policies and Data Policy.
- Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs.
- Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's.
- Has been part of end user self-service portal management.
- Configured end to end process for Knowledge management and worked on the knowledge Centered Support (KCS) plug-in.
- Worked on creating users, roles, groups and load the data to service-now objects using import sets on daily, weekly, monthly and on request basis.
- Configured metrics for indicating KPI of the Industry in different measure.
- Maintained the integrity of the service-now tool across production and non-production environments.
- Provided training on service-now process, operations and capability to all required teams.
- Involved in production support for all the ServiceNow related issues.
ServiceNow Developer
State Of Maryland
10.2019 - 01.2021
- Working with client and functional requirements within Service Now.
- In-depth knowledge of the technical implementation of change Management, Incident Management, Problem Management, Service catalog, Configuration Management, Reporting and Integrations.
- 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.
- Assist in the definition of business requirements and provide definitions and updates of system design documentation.
- ServiceNow application development; including creation and configuration of Service Catalogs, Email Notifications, Data imports and exports and Reports.
- Worked on the Hardware Assets by Creating the Locations and departments that receive from the Peoplesoft.
- This includes various administration tasks within Service desk software.
- Created new Business Rules/Script Includes/Client catalog script/Client Script.
- Configured chat functionality for Service Desk ticketing queue and created transform maps for importing CMDB data.
- 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..
ServiceNow Developer
Swift Technology Center
02.2019 - 09.2019
- Worked on various ITSM modules of Service Now like Incident management, Change management, and Problem management, Service catalog, User Administration and Reporting.
- Configuration and customization Service Portal Web Pages, Widgets and Dashboards.
- Working on User Management including Users, Groups, Roles and Access Control Lists (ACL).
- Involved in MID Servers for granted access to the SNMP devices by the ACL.
- Involved in change and release to production touch points, Incident and Problem Management processes.
- Assists with the identification of issues by developing and reviewing system audits and logs Research processes and data flows.
- Evaluate, recommend, and implement improvements to enhance or automate solutions to improve efficiency and security of data.
- Evaluate system updates and publish an executive summary on updates and impact.
- Prepare and publish an upgrade timeline.
- Support regular processes, transactions, mass changes, and system imports/exports.
- Collaborates with all departments of IT, recommends appropriate application change procedures and obtains management approval.
- Escalate unresolved issues to appropriate team and personnel.
- Expert in working/managing with Global teams from US, Singapore.
ServiceNow Analyst
United Health Group, Optum
05.2018 - 01.2019
- Development of Service catalog which includes creating new catalog items, designing Work flows and execution plans.
- Experience in Communicating with external web services using SOAP Messages and REST.
- Experience in Loading assets into SNOW from third party system using Web Services and Import Sets.
- Gathered requirement from stake holders for attributes needed to develop Service Catalog items.
- Creates workflow activities and approvals, implement new workflows that use a variety of activities to understand how records are generated from workflows.
- Implementing the UI pages to use them in catalog items, implemented using UI scripts.
- Worked on creating various Import sets and Transform maps for data uploads using excel sheets.
- Writing Catalog client scripts and UI policies to make client-side changes.
- Worked on CMDB and Asset management.
- Created all the reports of Incidents, problem and change management.
- Creating Knowledge articles to document the steps in creating the catalog items.
- Development of SLA for the organizations Implementation of ACL.
- Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
ServiceNow Developer
Tractor Supply Company
05.2017 - 02.2018
- Worked on Agile method environment and implemented the changes required by the business owners on a regular basis.
- Worked on customizing Incident, Problem and Change management screens using Client Scripts, UI Policies, UI Actions and Business Rules.
- Designed email templates by using HTML and jelly scripting and used them in notifications.
- Communicated with external web services using SOAP Messages and REST.
- Generating weekly reports and metrics for IT management.
- Developed workflows and in customizing the applications in ServiceNow using Java script, AJAX, HTML.
- Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards.
- Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.
- Involved in Production Support for all the Service-Now related issues.
- Worked on modules like Change Request, ESS, Service Desk, Service Catalog, Problem and SLM.
- Defined SLA, OLA and Contract for the customer.
- Involved in various ServiceNow customizations as per client's requirement.
- Involved in migration between various ServiceNow instances using Update Sets.
Education
Master of Science - Information Technology
University of The Cumberlands
Williamsburg, KY12.2018
Master of Science - Aviation
University of Central Missouri
Warrensburg, MO12.2015
Bachelor of Science - Aeronautical Engineering
Veltech Technical Univeristy
Chennai, Tamilnadu05.2013
Skills
- Operating Systems
- Programming Languages
- Software Methodologies
- Tools & Utilities
- Scripting Languages
- Application Servers
- Database
Windows, UNIX, Linux
C, C, Java, Python,SQL
SDLC, Waterfall, Agile, Scrum
Service Now, BMC Remedy
JavaScript, HTML, CSS
Apache, Tomcat
Oracle, MS SQL Server
Certification
- Certified Application Developer
- Certified ServiceNow Administrator
- Certified in ITIL Foundations
Timeline
ServiceNow Administrator/Developer
Johnson & Johnson
12.2023 - 05.2024
ServiceNow Developer/Administrator
Centene Corporation
03.2021 - 12.2023
ServiceNow Developer
State Of Maryland
10.2019 - 01.2021
ServiceNow Developer
Swift Technology Center
02.2019 - 09.2019
ServiceNow Analyst
United Health Group, Optum
05.2018 - 01.2019
ServiceNow Developer
Tractor Supply Company
05.2017 - 02.2018
Master of Science - Information Technology
University of The Cumberlands
Master of Science - Aviation
University of Central Missouri
Bachelor of Science - Aeronautical Engineering
Veltech Technical Univeristy