Deepa Akepati

• Migrated data from legacy systems to ServiceNow using transform maps, ensuring data accuracy.
• Developed custom catalog items with complex variables and widgets to meet business needs.
• Enhanced Service Portal with custom widgets and tailored user experiences.
• Created business rules, client scripts, and UI policies for new service catalog requests.
• Generated detailed reports and dashboards based on management requirements.
• Designed email templates and notifications for efficient communication.
• Managed user and group administration, ensuring accurate access controls.
• Implemented SecOps Vulnerability Response, including installation and configuration of necessary applications.
• Integrated vulnerability scanners like Qualys for comprehensive security management.
• Developed and implemented SOAP and REST web services for external system integration.
• Boosted client satisfaction levels through timely resolution of critical issues via troubleshooting, debugging, and root cause analysis techniques in complex ServiceNow environment.
• Optimized performance of existing applications through continuous monitoring, identifying bottlenecks, and applying necessary patches or updates.

Technologies: ServiceNow, JavaScript, SOAP, REST, Qualys, Rapid7

• Configured, customized, and integrated ServiceNow platform to support technical operations.
• Managed ServiceNow modules, including Incident, Change, and Problem Management, and Service Catalog.
• Developed and maintained CMDB, ensuring data integrity through accurate data imports and updates.
• Configured security levels and access controls for various ServiceNow modules.
• Developed service catalog requests, business rules, client scripts, and SLAs.
• Integrated CMDB with various data sources to enhance data accuracy.
• Maintained and monitored dashboards to track KPIs for change, incident, problem, requests, SLAs, and CMDB health.
• Administered and configured Access Control Lists (ACL) based on organizational requirements.
• Boosted client satisfaction levels through timely resolution of critical issues via troubleshooting, debugging, and root cause analysis techniques in complex ServiceNow environment.
• Developed reusable components to expedite future development projects, reducing implementation timelines and overall project costs.
• Enhanced collaboration between IT and business teams by streamlining communication channels using ServiceNow built-in messaging and notification features.
• Enhanced system efficiency by developing and implementing ServiceNow applications and modules.

Technologies: ServiceNow, JavaScript, XML, CMDB, ACL

• Managed integrations and MID Server configurations for seamless data imports from external sources.
• Developed and maintained continuous integration/deployment pipeline, enhancing development efficiency.
• Created test scripts using automated test framework to ensure system reliability.
• Integrated Slack with ServiceNow to notify ad groups of ticket assignments.
• Linked ServiceNow with OnBase to store PDF formats of submitted catalog items.
• Developed custom workflows using Flow Designer and Workflow Editor.
• Utilized JavaScript to automate business processes via UI Policies, Client Scripts, UI Actions, and Business Rules.
• Designed data sources and utilized import sets and transform maps for data importation.
• Configured event rules and alert rules in Event Management, providing demos to operations team.

Technologies: ServiceNow, JavaScript, XML, Flow Designer, Slack, OnBase, Event Management

• Performed day-to-day administration activities, including user and group management.
• Conducted peer review testing for ServiceNow changes, reporting defects and tracking test cases.
• Created and modified reports, homepages, and dashboards based on user requirements.
• Developed business rules, client scripts, and UI policies for service catalog requests.
• Customized incident form fields, access controls, and notifications based on user roles.
• Managed various ServiceNow modules, including Incident, Change, and Problem Management, and Service Catalog.
• Configured access control lists (ACL) for forms, tables, and modules based on requirements.
• Defined SLAs and OLAs for internal support teams to ensure timely service delivery.

Technologies: ServiceNow, JavaScript, Jelly Script, XML, Excel, Waterfall Methodology