Navya Gurijala
Denton,TX
Summary
Over 3+ Years of strong IT experience in Software Design, Development, Analysis, Testing and Implementation. Deep understanding of Information Technology Software Development Life Cycle (SDLC) methodology, project management principles and providing end - to- end ITSM solutions using Service Now. Configured Applications using Service-Now tool used in ITIL Management. Hands-on experience on Governance, Risk and Compliance applications (GRC). Good knowledge of Java, JavaScript, AJAX, HTML, CSS, XML, Oracle. Configured LDAP Server, for pulling user and group data from Active Directory. Expertise in exporting CMDB data, load data reconciliation with the help of transform maps and transform script. Design and engineer solutions leveraging all appropriate components offered by Service-Now to answer the needs for business work ows, ticketing or other ITSM requirements. Extensive experience in integrating Service Now with 3rd party tools and implementation of SOAP and REST API communication in and around Service Now. Configuration and customization of Help Desk, Change/Incident/Problem/asset Management Modules including Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions based on user requirements. Design, development, distribution of custom client-server, WEB services and SOAP solutions. Good Knowledge of CMDB and IT Asset Management Services (ITAM) Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients. Worked with MID servers to facilitate communication and movement of data between the platform and external application and data sources. Created Dashboards and Reports that could be exported in different formats on the Performance and Analytics application. Attention to detail and complex problem-solving abilities from operational and technical perspective. Excellent Interpersonal skills, Communication skills, Documentation Skills, problem solving ability, Analytical and Programming skills in High speed, Quality conscious and Multitasked environment. Gathering requirements and converting BRD's into technical requirements. Created design patterns & implementation plans for Service Now enhancements.
Overview
3
3
years of professional experience
1
1
Certification
Work History
ServiceNow Developer
Tata Consultancy Services
02.2022 - 08.2023
- Develop, schedule and facilitate test plans for software, network, integration, user acceptance and parallel usage.
- Prepared and implemented procedures for downtime, end-users, production, and help desk. Developed training programs and materials/documentation for all user types.
- Facilitated design analysis with users to determine configuration for the user interface Specified the design decisions in an accurate and testable manner for developers and database analysts.
- Analyzed clinical use of existing systems to identify problems to be resolved and de new system applications or process improvements.
- Determined, analyzed and formulates current practices, user needs and work ow processes, issues and potential solutions.
- Obtained relevant data/information. Analyses, aggregates, assimilates, and validates data/information.
- Automated data collection and transformation processes using REST API integrations, reducing manual effort by 60%.
- Worked with cross functional teams that contribute to the definition of the processes, standards, and methodologies, their adoption and governance.
- Collaborated with business stakeholders to convert functional requirements into scalable technical solutions, improving project velocity.
- Assists with adherence by all lines of business to the IT Service Management enterprise policies, standards, processes, procedures and guidelines for all ITIL processes Participates in ensuring analyses of data, establishment of new governance metrics, KPIs, and additional reporting Extensive
- Integrated third-party monitoring tools with ServiceNow Event Management to proactively detect and resolve issues.
- Designed and developed solutions within the ServiceNow environment to include new or modifications to applications, forms, work ow, policies, actions, access control, interfaces and any other configurations required to support client processes.
- Delivered Service Catalog automation, reducing manual approvals and request cycle time by 35%.
- Configured Event Management (ITOM) by con guring Connector Instances and Connector De nations. Monitored the AWS environment to ensure client usage of AWS services.
- Create IAM user and provide access on AWS console for requested application.
- Worked on EC2, S3, CloudFront, RDS, ELB, CloudWatch, IAM, security groups in AWS.
- Configured ServiceNow discovery and orchestration.
- Responsible for the implementation of ServiceNow ITSM suite, Discovery, CMDB, Event Management, Service Watch/Service Mapping.
- Worked on Orchestration to automate the top and frequently used service requests.
- Defined the functional needs for our ITSM system, ServiceNow, and architected the specific implementation.
- Worked on Discovery to set up mid servers and check for connectivity, Became an expert in troubleshooting Discovery tool.
- Worked on Discovery in order to re-locate the devices that were irregularly managed and found a solution in resolving the issues using the discovery tool for better use.
- Performed integration between service watch and service now CMDB. Activated and set up of the discovery plug-in
- Created and managed SLA de nations for deferent Service Groups and Software discovery.
- Conducted assessment of existing change control, incident and problem management processes to develop and implement continuous process improvement plan.
- Environment: SERVICE NOW (Dublin, Fuji, Helsinki), JavaScript, Java, Html, CSS, Glide Script, Web Services.
ServiceNow Developer / Integration Developer
Walking Tree Technologies
08.2020 - 01.2022
- Created Applications, Modules, Tables, Columns as per the requirement specifications in ServiceNow.
- Involved in creating users, groups, roles and load the data to service now using import sets on daily, weekly or requirement basis.
- Development of Service Catalog which includes creating new Catalog items, designing work and execution plans.
- Led a team of 5 ServiceNow developers to deliver scalable solutions for ITSM modules, improving delivery times by 20%.
- Worked with reporting in configuring Service Level 'Agreements (SLA).
- Reduced incident ticket resolution time by 30% by optimizing workflows and implementing automated SLA notifications.
- Involved in LDAP integration with ServiceNow for obtaining users and groups. Created Record Producers, Order Guides and Catalog Client Scripts and Work ows.
- Involve in migration between various environments in Service Now using update sets and import sets. Created Work ows, Sub ows and Tables on both Fuji and Eureka. Managed inbound and outbound notifications in Fuji and Eureka.
- Achieved a 25% reduction in incident backlog through efficient categorization, prioritization, and reporting dashboards.
- Utilized Orchestration to extend work ows to interact with systems and applications outside the ServiceNow instance.
- Implemented ServiceNow Performance Analytics, leading to 40% faster reporting for stakeholders.
- Involved in redesigning the work ows using ServiceNow work editor also involved in reconciliation of complicated work ows to simpler form.
- Designed and deployed enhancements to the CMDB, resulting in a 15% reduction in system downtime through improved asset visibility.
- Developed Transform maps to map values between Import Set and ServiceNow tables.
- Involved in cloning between various environments in ServiceNow.
- Developed custom dashboards and reports to enable real-time analytics for incidents, change, and SLA compliance.
- Development of UI pages using HTML and jelly scripting for ESS (Employee Self-Service) portal.
- Extensively worked with REST GET and POST using basic HTTP Authentication.
- Handling the Web responses and Parsing the XML and JSON data to load into tables using XML and JSON parsers in ServiceNow.
- Data Population for New Catalog Item, Maintenance of CI (Configuration Items) and work in CMDB module.
- Responsible for creating homepages including basic reporting, gauge configuration and dashboard presentation.
- Worked on changing the management module by enhancing the tool to the stakeholders and making it easy to understand.
- Designing Technical Specs pre-development and updated post Development.
- Developed the business logic based on the requirement.
- Involved in upgrading version of ServiceNow from Fuji to Geneva with focus on Service Catalog and have knowledge with patches for same version.
- Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web services, CSS, HTML5.
- Worked on Glide AJAX and Glide Records for scripting and UI actions.
- Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
- Worked on scheduling the report generation in ServiceNow as per the requirements.
- Environment: SERVICE NOW (Dublin, Fuji, Helsinki), JavaScript, Java, Html, CSS, Glide Script, Web Services.
Education
Master of science - Information Technology
University of cumberlands
BTech - Electronics and communication Engineering
PRIW
Khammam, TelanganaSkills
- ITIL: ITSM, Service Now, JavaScript, HTML, CSS
- Programming Languages: C, C, Java, SQL, PL/SQL, Hive QL
- Java: JDK 16, Collections, Multithreading, Networking, Generics, Exception Handling, Files and Streams, JDBC Servlets, JSP, JSTL, Ajax, EJB
- Scripting Languages: JavaScript, HTML, CSS, Ajax, XML, AngularJS, Bootstrap
- Databases: Oracle 10g, MySQL
- Database Tools: SQL Client, TOAD, SQL Developer
- Web/Application Servers: IBM Web Sphere 6x, Web Logic 10, Apache Tomcat
- IDE: Eclipse, Net Beans, TOAD
- Version Control Tools: Business Intelligence Tools CVS, SVN: Business Objects 651/XI R2/XI R3, Web Intelligence 2/25/26/27, Crystal X Celsius, Crystal Reports
- Integrations: REST, SOAP, MID Server, Integration Hub
Certification
ITIL Certification in IT Service Management
Timeline
ServiceNow Developer
Tata Consultancy Services
02.2022 - 08.2023
ServiceNow Developer / Integration Developer
Walking Tree Technologies
08.2020 - 01.2022
BTech - Electronics and communication Engineering
PRIW
Master of science - Information Technology
University of cumberlands
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