Anusha Kethineni
Overview
9
9
years of professional experience
1
1
Certification
Work History
Sr. ServiceNow Admin/Developer
Meijer
04.2023 - Current
- Worked on the CSM module to help agents and end customers have seamless interactions via calls and emails
- Worked on the UI builder to customize the CSM/FSM workspace
- Worked on the Genesys CTI connector, an integration with Servicenow to retrieve customer details seamlessly without switching between screens
- Enabled effective query resolution and agent automation with features such as screenpop, automated call logging, single sign on, call disposition, etc
- Enabled Genesys email and chat interactions within ServiceNow
- Customized the CSM workspace to have different views for different persona such as Agent, store director, market director, team lead, supervisor etc
- Worked on the case type feature to differentiate the cases worked upon by various teams such as CCC, ITS and HR
- Involved in deployments
- Setup Discovery schedules for IP ranges
- Review the Discovery scans and proper functioning of the jobs
- Monitor the CMDB health
- Setup scheduled notifications to send the reports
- Created automations for the asset module
- Worked on the Automated Testing Framework to create automated tests for ITSM modules
- Installed the Regress feature that automatically creates ATFs specifically for record producers and catalog items
- Configured the Servicenow mobile agent app to handle the CSM cases from phone
- Customized the mobile screens to show relevant information
- Custom views/screens based on the logged in persona
- Worked on displaying the cases UI actions
- Environment: ServiceNow Utah, Vancouver, HTML, JavaScript, CSS, Angular
ServiceNow Admin/Developer
University of California, Irvine CA
07.2020 - 03.2023
- Create various IT solutions for the campus-wide needs for Faculty, Students, and IT Department
- Created ATFs for Change Management, Incident, Problem, Knowledge, Service Catalog, Project Portfolio Management, Timesheet, Contract management modules, Service portal and other internal modules
- These ATFs were created primarily to test the several modules and forms after the instance upgrade to new release
- Worked on the Governance, Risk and Compliance modules as part of GRC
- Security Incident, Security Alerts in the SecOps
- Built automations to auto close the alerts
- Worked on integrations to integrate ServiceNow with external tools to validate the data for auto-closure
- Responsible for Go Live of Risk Management and loaded all the Risk data using Transform maps and import sets
- Created Risk widgets to display the risk tasks assigned to logged in user
- Worked on Compliance Management in building few automations using the flow designer
- As part of Compliance Management, worked on automating the Evidence collection process for Indicator tasks
- This automation automatically queries the table and attaches the evidence to the indicator task
- Created a re-usable functionality that can be used to build multiple automations for various Indicators
- Worked on integrating an external security detection tool called Git Guardian with ServiceNow which enabled various cross functional Security teams to quickly resolve the incidents reported by tool due to code leaks, exposure of sensitive data, client secrets in the public GitHub
- This reduced a lot of manual work and communication
- Worked on GRC Service portal in adding custom widgets for compliance and risk management
- Involve in meetings with stakeholders and customers to understand the requirement and design solutions
- Worked on automating the closure of Security alerts and Security Incidents (SIR)
- Worked on automation of the closure of Phishing Requests queue
- Worked on creating a dynamic Record producer for Security Incident that will be used by 24
- 7 Security team
- Worked on the Tenable integration in the Vulnerability Response scope (VR)
- Built a custom portal for Vulnerability response to provide a single pane of glass experience to show apps, app services, images and their vulnerabilities
- This allows end users to preview the upcoming vulnerabilities that will be ticketed for remediation
- Also created a seamless process that auto-creates Jira tickets and get the POD information related to vulnerabilities
- Created custom applications on mobile as part of Covid health measures
- This is used by students and staff to give their health status on the now mobile app every day and a badge will be generated which has to be shown at the entrance of every building to let them in
- Environment: ServiceNow Rome, San Diego, Tokyo, HTML, JavaScript, CSS, Angular
Affiliate ServiceNow Developer
University of California, Riverside
09.2018 - 06.2020
- Understand the requirements of UCR’s on-going ITS and UCPath divisions that support various Campus needs of students, faculty, staff and others
- Re-introduced the Change Management with many enhancements to the existing OOB process
- Re-designed the Minor change workflow to check the Approvers at each level for Manager, Associate Director and Director Levels
- Consolidated all three workflows (Minor/Major/Moderate) into one and configured the routing based on the type of change
- Re-designed all the change notifications by inactivating the OOB notifications and creating custom notifications
- Developed the OOB Standard Change Module according to Business requirements and designed the workflows accordingly for Standard change template and Standard change processes
- Developed custom solutions to force the user to enter certain mandatory fields upon the closure of change tasks from list view on the Change request form
- Worked on the portal to re-design the UCR ServiceLink page and adding more Catalog categories and widgets to add Watchlist option, Tagging functionality to help Non-ITIL users without logging into the back-end
- Create Catalog Items and Record producers and designed the workflows accordingly
- Created complex catalog items with workflows for UCPath Payroll, Onboarding, New hire, Re-hire forms etc
- Aligned all the UCR Catalog items to have the common Requestor information and maintained the uniformity across all the forms
- Developed scripts to let users create incidents through email and update the information on tickets when replied via email
- Added many security rules to verify the user information validity to avoid phishing
- Developed a custom Incident Inactivity monitor functionality for tracking high priority Helpdesk tickets
- Enhanced the transfer mechanism to capture the transferred Idea/RITM number to easy navigation of record and reporting purposes
- Created record producer on the Idea table and configured the form in the backend to capture all the values and visibility special fields and access to Demand Managers to accept the idea
- Enhanced the transfer mechanism on Idea module to capture the transferred INC/RITM number and preserving the title and other fields on transfer/cancel transfer
- Carry over the attachments and Idea information when Idea is promoted to a Demand
- Developed the transfer mechanism on Demand to transfer a Demand to Request
- Carrying over the Demand information to Project
- Developed a custom functionality on Project module to allow access to campus partners who are non-ITIL users to view and edit task assigned to them and created a dynamic functionality to automatically give access to managers and stakeholders to view the tasks assigned to their team
- Worked on ACLs, script includes, business rules, UI policies
- Created custom notifications and mail scripts
- Allow only the Manager of the requested resource to have the ability to allocate/confirm/reject/cancel
- Add related links to Resource reports and capacity planning from the form and pre-populate the values on the report
- Created Macros and developed scripts to select the type of report on the fly
- Worked on the Capacity planning to hide the UI actions on the UI page
- For this purpose, cloned the OOB Widgets and portal UI pages and modified according to Business requirements
- Implemented the Contract Management in ServiceNow to store all the Vendor information and the contract agreement dates
- Developed scripts to notify the client at regular intervals if they want to update any information or extend or retire the contract
- Activated the Virtual Agent plugins and created some test scenarios to demonstrate the working functionality to leadership
- Worked on creating database views for building automations in the ITOM workspace
- Worked on the CMDB implementation process and integrated the CIs with various Business applications in the Portfolio Management as part of ITOM Module
- Worked on Agile module 2.0 in making some enhancements according to Business requirements
- Involved in the upgrade to London and New York versions
- Providing support during the UAT process and postproduction deployment
- Environment: ServiceNow London, Madrid, New York, Paris, HTML, JavaScript, CSS, Angular
ServiceNow Developer/Admin
McKesson
08.2017 - 09.2018
- Company Overview: Tampa, FL
- IT Service Management applications development on ServiceNow platform to automate the day-to-day corporate business processes
- Created and used update sets to move customizations between the instances
- Created and maintained custom applications as per user requirements
- Created mobile application and to get the current location and also keep the track of the current location
- Experience in maintaining CMDB and populating it with Configuration Items (CI)
- Experience in Support design, development, and implementation of automated processes for gathering, populating, and maintaining CMDB data
- Design and implement new functionality using Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, and Access Control Lists
- Experience in Service-watch module with Fuji version and later
- Experience in the Creating Project Portfolio Management (PPM) and sub-project associated with it
- Experience in PPM understanding like start date, End date, risk, Scope, Cost, ROI%, complete%
- Involved in transfer of data from one instance to other by creating and modifying Update sets
- Experienced with UML in creating Flow charts, Use Cases, Class diagrams, Sequence diagrams and Activity diagrams
- Experience in GRC modules likes control, Risk, Policies, Documentation, Monitor, and Reporting
- Experience in GRC policy creation with understanding entities, Risk & Control
- Performs conformance reviews for requirements, estimating, business design, technical design, and produce
- Worked on ITSM modules change management, Knowledge management, Service catalog
- Experience in working with ITBM and activation of PPS (Project Portfolio Suite) with Financials plugin for new instances to activate Demand Management
- Developed SecOps solutions in ServiceNow leverages CMDB to map threats, security incidents and vulnerabilities to Business services and IT infrastructure
- Worked on Threat Intelligence application in SecOps to help incident responders find Indicators of Compromise and hunt low-lying attacks and threats
- Worked ITBM and PPS Portfolio Workbench & cost plans for efficient end-to-end financial planning and tracking for all projects and demands in a portfolio
- Worked on designing visual task boards and utilized SAFe/ Kanban methodology for better IT Service Management and steady flow of work
- Worked closely with DevOps team, by collaborating between development and operations teams, improve service delivery, and help manage the lifecycle of applications and infrastructure more effectively
- Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions
- Developed Integration with System Center Configuration Manager (SCCM)
- Created Service portal custom application using AngularJS
- Worked on Dashboard development and widgets in HR Service portal
- Experience in working with HR knowledge base, improving HR chat and HR email notifications
- Experience working on HR Ticket Page in creating the cases & approval or rejection of cases
- Experience in ITOM working with Event management, Service mapping and Discovery
- Gathering requirements from the business users, writing functional/technical documents and test cases
- Experience in creating Service catalog work flows such as Procurement, approval, events
- Experience in writing Jelly scripting whenever needed
- Migration from BMC remedy to ServiceNow
- Worked on Performance analytics for SecOps to create real-time dashboards and reports for improved visibility
- Creating custom Tables, Fields and configuring Access Controls over them
- Experience in designing, implementing, securing and maintaining the computer systems for its test, development and production environment
- Experience with Management Platforms such as AWS, VMware, AZURE, BMC, SharePoint and integrating these platforms using ServiceNow discovery
- Used SERVERSIDE SCRIPTING (Business Rules, UI Action, UI Macro, UI Page) to meet the data requirements set forth by the Customer and working on running Schedule jobs
- Migrated customer support and alert ticketing from CA Service Desk to ServiceNow for all monitoring tools leading to saving money by lowering maintenance and license agreement costs
- Experience in Asset management module with categories of asset models, Create asset models, creating individual asset models
- Importing asset data from external data source to ServiceNow using import sets and data sources
- Expertise on using DISCOVERY to load configuration information to CMDB as part of ITOM
- Providing support during the UAT process and postproduction deployment
- Experienced in conducting User Acceptance Testing, SWOT analysis, Cost benefit analysis and ROI analysis
- Tampa, FL
- Environment: Windows 7, JavaScript, XML, HTML, ServiceNow Jakarta/Istanbul/Helsinki/Geneva, CSS, AJAX, CMDB, ITOM, ITBM, PPS, HR Service Catalog
ServiceNow Developer/ Admin
Equifax
02.2017 - 08.2017
- Company Overview: St Louis, MO
- Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management as part of ITSM
- Worked with escalating issues, diagnosing, resolving with the help application like incident management, Problem management
- Integrating ServiceNow with Azure, PagerDuty and PeopleSoft (JDBC, Web Services, Data Sources)
- Implemented best practice of ServiceNow Scripting, which enhanced the System performance
- Collaborating effectively with other ServiceNow administrators to develop global solutions
- Implemented Risk Management for the Risk evaluation of the Change Request associated with the Configuration Item
- Configured end to end process for Knowledge management and worked on the knowledge Centered Support (KCS) plugin
- Experience Define, Document, Maintain and Enforce Project Coding Standards
- Created various frontend forms, and associated Client Scripts, UI policies, and advanced customizations that require modification of UI Pages/Macros
- Developed Integration with System Center Configuration Manager (SCCM)
- Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions
- Worked with transform maps, data sources and different transform scripts for data loads and management
- Work experience on DISCOVERY Module, Business Service Mapping (BSM), LDAP, VPN, SSO Integration and deployment of Discovery in Multi-Data center environment
- Worked on ITBM modules in various Project Portfolio Suite (PPS) like portfolio workbench, financial planning of portfolio, managing Dashboards
- Reported inconsistency of form fields and maintenance of CMDB CI's
- Developing workflow customizations and supporting the Service Transformation teams
- Collaborated to gather data from multiple sources and contributed in data analysis and data cleaning required for data migration
- Designed Workflows, along with standard Workflow templates which can be reused
- Performed Troubleshooting issues arise on the Linux server
- Experience in Create User Acceptance Test Cases (UAT)
- Configuration of service portals/configuration and support of GRC and Security Operations-related processes
- Writing Catalog client scripts and UI policies to make client-side changes
- Taking frequent back up of data, create new storage procedures and scheduled back up using Linux
- Experience in ServiceNow integration with SOAP/REST integration, Web services, Discovery, Workflow & SSO (Single sign-on)
- Involved in various ServiceNow customizations as per client's requirement and in migration between various ServiceNow instances using Update Sets
- Experience with Management Platforms such as AWS, VMware, AZURE, BMC, SharePoint and integrating these platforms using ServiceNow discovery
- Worked on Service Catalog, Incident, Problem, Configuration Management and Integrations, along with good overall knowledge of Change Management and Change Reports
- Worked on Glide AJAX and Glide Records for scripting and UI actions
- Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record
- Designed and created homepages including basic reporting, gauge configuration and dashboard presentation
- Experience in gathering the requirement when migrating from the JIRA to ServiceNow
- Deployed applications on AWS by using Elastic Beanstalk
- St Louis, MO
- Environment: Java Script, Jelly Script, XML, JSON, AJAX, jQuery, HTML, ServiceNow Istanbul/Helsinki/JIRA, ITBM, PPS Azure MySQL, SOAP
ServiceNow Admin
Invesco
03.2016 - 01.2017
- Company Overview: Hyderabad, IND
- Perform day to day support, administration and maintenance of the ServiceNow platform
- Work closely with the ServiceNow functional team to build requested items and tasks using workflows to manage processes from the customer to the fulfillment teams
- Develop, configure and improve core and custom applications
- Work directly with end users to resolve support issues within ServiceNow
- Monitor health, usage, and overall compliance of ServiceNow
- Perform installation and testing of ServiceNow updates and new releases
- Develop clear and concise technical and process documentation
- Worked on various modules of ServiceNow like Incident, Problem, and Service Catalog
- Worked on Service Catalog for creating catalog item
- Creating Update sets for recording the changes in the ServiceNow Dev environment
- Created notifications-based user requirement and configured inbound email action to create incidents or requests
- Hyderabad, IND
- Environment: ServiceNow/Dublin, HTML, Java script, XML, CSS
Education
Master of Science - Computer Information Systems
University of Central Missouri
Warrensburg, MO12-2017
Bachelor of Science - Electrical, Electronics And Communications Engineering
SASTRA University
Thanjavur India05-2016
Skills
- Problem-solving
- Programming
- API integration
- Application development
- Technical support
- JavaScript experience
- ITIL, ITSM, ITBM, SPM, ITOM
- CSM/FSM
- CMDB, Discovery
- GRC, SecOps, Vulnerability management
- UI builder, Mobile, Automation, Intergrations
Certification
Certified Servicenow Administrator(CSA)
Certified Application Developer(CAD)
Languages
English
Hindi
Telugu
Tamil
Timeline
Sr. ServiceNow Admin/Developer
Meijer
04.2023 - Current
ServiceNow Admin/Developer
University of California, Irvine CA
07.2020 - 03.2023
Affiliate ServiceNow Developer
University of California, Riverside
09.2018 - 06.2020
ServiceNow Developer/Admin
McKesson
08.2017 - 09.2018
ServiceNow Developer/ Admin
Equifax
02.2017 - 08.2017
ServiceNow Admin
Invesco
03.2016 - 01.2017
Certified Servicenow Administrator(CSA)
Certified Application Developer(CAD)
Master of Science - Computer Information Systems
University of Central Missouri
Bachelor of Science - Electrical, Electronics And Communications Engineering
SASTRA University
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