Manikrupa Goud SANEM

Company Overview: Client: Accenture Federal Services(Social Security Administration), Baltimore -MD

• Working with ITSM team members, internal customers, and external partners to design, develop, configure, test, document, and deploy new functionality and fix existing issues.
• Developed Custom pages and widgets in Service Portal to display different modules of Platform UI, like the Custom Manager Tools module which helps users with manager designation to perform duties like adding members to groups, providing roles, requesting catalog items, change tickets.
• Worked on Upgrade process from Tokyo to Utah.
• Worked on Integrations with 3rd party tools and Table API integrations using REST/SOAP web services.
• Created custom flow actions and Rest activities to integrate with the system.
• Developing new Mobile application with custom applets for Catalog and support tasks using ServiceNow Studio.
• Perform day-to-day administration of Service Now instances.
• Working as Production Support/On Call to resolve Tickets and New Enhancements which are created as Support tasks for the ServiceNow support team.
• These include all types of modules like Incident, Change, Problem, Service Catalog, Knowledge, Project, and Demand Management.
• Use administration of common platform applications: Knowledge Base, Service Catalog, Workflows, Flows, SLAs, Reporting, etc.
• Manages client scripts, UI policies, UI actions, and Business Rules.
• Migrated customizations from one instance to other instances (Dev to QA, QA to PROD)
• Create, update, and retire the parsing of emails as inbound actions.
• Requirement gathering, designing, and development of various modules in ServiceNow.
• Created scheduled jobs to run scripts, generate reports, and automate distribution.
• Involved in the design, development, administration, and deployment of ServiceNow.
• Good hands-on experience in writing Business Rules, Client scripts, UI Policies, and UI Actions to customize the instance as per Business needs.
• Writing a script includes invoking them in reference qualifiers or variable scripting.
• Designing, configuring, and customizing new applications and modules.
• Worked on Service Catalog, including Building New catalog items Order guides, Designing Workflows and Execution Plans.
• Developed UI Appearance for Service Catalog Requests.
• Used new variable types like Multi-row variable sets for complex requirements.
• Creating custom Tables, Fields and configuring Access Controls (ACL's) over them.
• Customization of form, creating views and sections to meet business needs.

• Working with process owners and business stakeholders to translate business requirements into functional requirements within Service Now.
• Perform day-to-day administration of Service Now instances, including changes to processes, workflows, and items, building reports, managing data, personalizing lists, and content management.
• Involved in Upgrade process and post-upgrade checkout and reviewing upgrade functionalities.
• Created data sources and scheduled data imports to load data into ServiceNow.
• Configured transform maps to map loaded data into target tables.
• Created custom widgets for the service portal and updated the portal page design.
• Created new service catalog items and worked on existing item maintenance, worked on flow designers.
• Configured custom flow actions and flow designers to run as daily jobs.
• Created new Business Rules/Script Including/Client catalog script/Client Script using JavaScript, Angular js, and front-end related HTML, CSS, and Bootstrap.
• Configured Service manager to service now integrations.
• Configured multiple forms for the Asset module using Configuration Management Database.
• Resolving typical User access and roles issues by checking the active directory and users’ table.
• Creating database views to pull the reports on variables that are being used by customers.
• Create and use update sets to move customizations between ServiceNow instances.
• Perform installation and testing of vendor-provided updates and new releases.
• Good understanding of Helpdesk / Service Desk, Change Management, Problem Management, Asset Management, Change Tasking, and Service Level Agreement processes.
• Assisting in the preparation, facilitation, documentation, and communication related to weekly and ad hoc Change Management meetings.
• Created various workflows for Change Management and built change request and task forms with all functionalities.

• Development of Service catalog which includes creating new catalog items, designing workflows, and execution plans
• Created functional and technical specifications documents for various ServiceNow modules
• Implementation, Customization, and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow
• Coordinating the instance upgrade activities
• Extensively involved in service now tool administration, creation of new Users, groups, Roles, and IT Services
• Applications, Business Services, Routing rules, and Blackout Freeze rules
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Worked on domain separation
• Used ServiceNow Project Portfolio Management (PPM) to deliver a versatile and scalable approach to manage projects and manage costs, schedule resources and meet quality standards.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Web services, CSS, and HTML5.
• Worked on UI Macros to create pages as templates on requirements from the stakeholders.
• Configured multiple forms for the Asset module using Configuration Management Database.
• Resolving typical User access and roles issues by checking the active directory and users table.Created database views to pull the reports on variables that are being used by catalog items
• Created the UI pages to use them in catalog items, implemented using UI scripts.
• Created Knowledge articles to document the steps in creating the catalog items.
• Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.