Anusha Mannava
Franklin,TN
Summary
With 12 years of efficient professional experience and a proven knowledge of application development, customizations and project lifecycle. Full understanding and development skills on ITSM, CSM ,ITOM Modules in Servicenow. Self-motivated team player with great communication skills and proven leadership skills.
Overview
13
13
years of professional experience
Work History
Senior Service Now Developer/Administrator
Open Text
12.2018 - 02.2023
- Attended business meeting for requirements gathering and coordinate with team members for planning and execution of tasks to deliver
- Monitored and performed Service Now admin activities which involve homepages, user and group administrations, form and list views, banner changes, reporting and dashboards
- Involved in creation and modification of various Business Rules/Script Includes/Client catalog script/Client Script/UI Policies/UI Actions/UI Scripts etc
- Worked on Third-party integrations to fetch data from SAP for customer related data using REST APIs
- Worked on development of Service catalog - catalog items, order guide, record producers, requirement fulfillment processes, designing workflows, and execution plans.
- Expertise on Implementation and customization of Service Now modules and features (e.g., CMDB, Knowledge, Discovery) Experience in conducting Incident reviews and RCA
- Created various SLA as per client requirement with the Incident Management applications
- Setup and maintenance of MID servers in windows, worked on clustering multiple MID servers, checking their connectivity, state and health.
- Extensively used Debugging JavaScript using Chrome developer Toolbar, Firebug
- Creating new table for components/devices which the OOB tables don't support, defining the CI classes and their relationships
- Have taken part in Data loading of CI Attributes for CMDB using transform mapping and Import Sets calling multiple scripts includes for processing the attributes and loading them in CMDB.
- Created Inbound Email Integrations for creation of Service Requests and Incidents for event management
- Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC
- Have worked upon the SSO Integration using Digest token and customizing the Login process to Service- Now using SAML 2.0
- Experience in configuring Access Control Lists (ACL)
- Planned the required steps and followed the required protocols to achieve successful upgradation of instances
- Created Update Sets to migrate customizations from one instance to another instance
- Monitored (server and application) health and the performance, availability, security, and integrity of the application and data; and made recommendations to improve application's functionality or performance; and periodically generate reports based on analysis/interpretation of monitoring activities.
- Environment: Service Now, ITIL, HTML5, Java script, glide script, CSS, Integration, JIRA, SOAP, discovery, CMDB.
ServiceNow Developer
Open Text
12.2014 - 11.2018
- Designed and delivered technical methodologies around the Service Now platform
- Gathered requirement from stake holders for attributes needed to develop Customer Service Management module in Service Now that was built on legacy tool
- Worked with clients to assess current state processes and tools, defined Service Now requirements and developed and configured the Service Now platform
- Worked on CMDB.
- Performed Data migration to import data from other applications and external databases
- Worked on various modules of Service Now like Incident management, change management, Problem management, Service Catalog, User Administration, Reporting and Discovery
- Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros
- Designed Workflows in flow designer, along with standard Workflow templates which can be reused
- Supported the team responsible for the implementation and administration of the Service Now installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
- Strong knowledge of the server side scripting Business rules and Script Includes
- Created Data Sources from various external applications, scripts to parse incoming data and transform into Service Now
- 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
- Worked on to develop new service catalog items and fix bugs in incident, problem and change management
- Environment: Java Script, Web services, SOAP, SQL, XML, AJAX ,SCRUM
Java Developer
Verizon
05.2012 - 11.2014
- Involved in all the software life cycle phases from the Design to UAT Exit
- Designed and developed high quality solutions using Java and Spring MVC
- Writing Test cases and executing QA, deployment activities
- Designed the application from the Business requirements
- Migrated the application which was built on Mainframe into a web-based application using Spring MVC and Java
- Primary offshore contact and SME
- Involved in the preparation Design, Test, Quality documents
- Technologies Used: Java, Spring MVC,Ext JS ,Oracle10g, JDK (1.5), Servlets, Struts, JSP, jQuery, SOAP Web Services,.
Java Developer
AMEX
01.2010 - 04.2012
- To understand the requirements of the project and attend various workshops
- Developed and unit test the module according to the business requirements
- Understand the requirements and need to do the Detailed Design
- As a Part of Detailed Design, class Diagrams has to design for the application as per the component model
- This needs to be discussed and validated with the customer team
- Developed Inbound and Outbound SOAP messages to integrate with third party tool
- Providing support for SIT and UAT testing
- Technologies Used: JSP, Servlets, Web services, Websphere6.1, Putty, Win Merge, WinSCP.
Education
Bapatla Enginnering College
Skills
- 8 years of professional experience as Service-Now Software Developer, Implementation Specialist & Administrator and have experience in IT Service Management and Customer Service Management
- 4 Years of IT experience in in software development using Java/J2ee Technologies
- Gathering requirements and converting BRDs into technical requirements Created implementation plans for Service Now enhancements
- Involved in managing system configurations, gathering, and documenting user and process requirements and performing quality assurance testing, user acceptance testing, and 3rd party integration for the Service Now platform
- Extensively worked on data imports for Customer data like cases, products and license information from third party tool
- Loading Data Using Import Sets and Transform maps
- Worked on production issues post deployment
- Create and use update sets to move customizations between systems
- Worked on gathering requirements for third party tool integrations built using REST APIs
- Functional knowledge and implementation experience of IT Service Management (ITSM and CSM)
- Worked on Reporting, Report scheduling, Import/Export data
- Coordination with clients and vendors – For any production/sub-production instance related issues/ queries
- Created new process flow/workflows using flow designer
- Service Now Skills: ITSM, CSM, ITIL, REST, SOAP, Incident Management, Problem Management, Service Catalog, Integration with Third-Party Tools, Transform Map,Scheduled data import sets,Configuration Management, Reporting , Client-Side and Server-Side Scripting, Client & Server API's, Glide Aggregate, Glide Record, Administration, Reporting, Email Notifications, Creating/Editing Home pages, Personalizing Forms
- Languages: Java, J2EE, HTML4-5, XML, JavaScript, JSON, AJAX, CSS, XML, jQuery, Ext JS
- Agile tools: Jira
- DBMS: Oracle, SQL Server
- Other tools: Net Beans, Eclipse, SQL Developer
Certifications Training
- Service Now Certified System Administrator
- Sun Certified Java Programmer (SCJP), for the JAVA 2 platform 1.4 (2007)
Accomplishments
- Received Honors award twice in 2022 & 2021 consecutively for the work done for migration of ITSM tool data into ServiceNow actively supporting the business team members in functional and technical design specifications.
- Bagged “Hi Fi” Award in 2021 for completion Catalyst migration into ITSM with zero UAT defects .
Timeline
Senior Service Now Developer/Administrator
Open Text
12.2018 - 02.2023
ServiceNow Developer
Open Text
12.2014 - 11.2018
Java Developer
Verizon
05.2012 - 11.2014
Java Developer
AMEX
01.2010 - 04.2012
Bapatla Enginnering College