Pallavi Kilari
Apex,NC
Summary
A Qualified IT Professional with 7+ years of experience as a ServiceNow developer. Working experience of various phases of SDLC (Software Development Life Cycle) such as Requirement Analysis, Design, Code Construction and Test. Worked in team to develop high level class diagrams and sequence diagrams and implement same in Java/J2EE, Spring, Hibernate and Web services. Good understanding of Helpdesk / Service Desk, Change Management, Asset Management, Change Tasking, Service Level Agreement processes Good Knowledge of ITIL and ITSM best practices. Hands on experience on various IT Services of ServiceNow tool like Request Management, Asset Management, Configuration Management, ServiceNow Administration, Incident and Problem Management, Change Management, Knowledge Management, Service Portal, Reporting, Integration with Web Services. Expertise on creation of workflows for Service Catalog items in ServiceNow. Experience in building Service Portal Widgets in ServiceNow. Automated several processes using ServiceNow Workflows and Flows in Flow Designer ServiceNow Administration and Production support including maintenance of non-prod instances. Understanding of IT service management (ITSM) and the ITIL business process. Maintain service level agreement (SLA) and monitor an SLA workflow. Expertise in using Glide Scripting. Create, monitor, modify, and publish service catalog workflows with approvals. Maintain Single Sign-On integration Create an access control rule (ACL). Use of scripting tools and ServiceNow functionality to create script to automate routine tasks being done in ServiceNow. Loads, manipulates and maintains data between ServiceNow and other systems. Familiar with ServiceNow Content Management System (CMS) Worked on CMS for the Service Portal to configure the page layout and content from scratch. Configuration Development and development of Requirement Integration components (SSO, LDAP). Experience in Writing Technical Design Document and converting Functional Specs to Technical Specs. Have good Analytical, Programming and communication skills. Goal oriented professional with good customer service skills, technical background, good convincing power and ability to grasp new skill set.
Overview
10
10
years of professional experience
Work History
ServiceNow Developer
Paramount
12.2021 - Current
- Worked on building ServiceNow Service Portal
- Migrated all the catalog items to Service Portal
- Updated the catalog client scripts, UI Policies and other configurations to work on portal
- Customized the OOB widgets as per client's requirement
- Created new widgets per the requirement
- Worked on creating scoped applications, new tables, customized forms, created ACL’s, business rules, client scripts, script includes, UI Policies, UI Actions, reports, dashboards and maintained them
- Worked on Flows, Sub-flows and Flow Actions in Flow Designer
- Experience of using Agile development Stories and defects according to Epics, sprints
- Hands on experience in importing data from data sources and using the transform map
- Created schedule jobs to run scripts, to import data by running scheduled transform map
- Provided support to users by actively working on Incidents and Requests
- Worked on the defects post upgrade and fixed the defects
- Created sync of Cases to Incidents/Requests
- Involved in requirement gathering sessions with the business users and created functional and technical design documents as per the requirements
- Preformed Functional and Unit testing
- Environment: Service Portal, CMDB, ITOM, Request Management, Change Management, Incident Management, Knowledge Management, CSM, Angular JS, HTML, CSS, Java script, Jelly and Glide
ServiceNow Developer
JP MORGAN
Wilmington, USA
03.2019 - 11.2021
- Worked on Service Portal, Request Management, Incident Management and Change Management, knowledge Management, CMDB, ITOM, Surveys
- Worked on Agile methodology for the development and for tracking bugs
- Implement ServiceNow customization including, but not limited to, Client Scripts, UI policies, UI Actions, Business Rules, Data Policies, Fix Scripts, ACL’s, workflow administration, report setup and data imports and exports
- Experience in creating Scoped Applications
- Worked on creating new Catalog Items and modifying existing Catalog Item
- Worked on creating new workflow for Catalog Item and modifying existing workflow for Change Management
- Experience working with Customer Service Management (CSM) Application
- Configured Service Portal for Customer Service Management process
- Worked on creating Ordered Guides and Record Producers
- Worked on creating custom widgets and cloned OOB widgets modified as per requirement
- Worked on creating new pages in Service Portal
- Populated CMDB with Configuration Item using Discovery
- Created suggested relationships for Configuration Items in CMDB
- Involved in Implementation of Cloud Management Platform for Azure
- Implementation experience of Global Multi Domain Separation ServiceNow Instance
- Domain Separation of tables and process logic to assign records in tables to domains
- Worked on integration of ServiceNow with Jira and Slack using IntegrationHub and Flow Designer
- Worked on the defects post upgrade and fixed the defects
- Hands on experience in importing data from data source using Transform Maps
- Created schedule jobs to run scripts, to import data by running scheduled transform map, to send notifications
- Worked on creating Database Views to pulls reports
- Created knowledge articles and published them to be used by Users
- Worked on Events, Email Scripts and Email Notifications
- Works on creating Surveys
- Created Groups to maintain users and give access control to user by assigning Roles to them in ServiceNow
- Performed Unit Testing, Functional Testing and User Accepting Testing
- Environment: Service Portal, CMDB, ITOM, Request Management, Change Management, Incident Management, Knowledge Management, IntegrationHub, Angular JS, HTML, CSS, Java script, Jelly and Glide
ServiceNow Developer
CISCO SYSTEMS
Morrisville, USA
06.2015 - 03.2019
- Worked on ITSM like Incident Management, Problem Management and Change Management
- Used AGILE methodology for the development and for tracking defects
- Designed new and modified existing Workflows for Change Management process
- Created several custom Dashboards
- Created and executed a several modules in custom applications
- Implemented Data Sources and created transformation maps to import the data into the ServiceNow from different data sources
- Created Schedule Jobs to run scripts, reports and to send to notifications
- Worked on User Management in ServiceNow
- Created Groups to maintain users and give access control to user by assigning Roles to them in ServiceNow
- Worked on the defects post upgrade and fixed the defects
- Created Scripts like Client Scripts, Business Rules, Data Policies, UI Policies, Fix Scripts, Script Include, UI Scripts and UI Actions
- For creating Business Rules and UI Actions used Glide Script
- Used Jelly script to create UI pages and UI Macros
- Customized forms and Lists of Change and Problem Management tables in ServiceNow
- Worked on Events and Email Notifications
- Created Access Controls to restrict user access in ServiceNow
- Performed Unit Testing, Functional Testing, Regression Testing, Quality Assurance Testing and User Accepting Testing
- Environment: Change Management, Incident Management, Problem Management, HTML, CSS, Java script, Jelly, Glide and Jira
Education
Master’s degree - computer science Application
SV University
IndiaSkills
- ServiceNow
- Angular JS
- XML
- HTML
- Java Script
- PHP
- Rest API
- JQuery
- Jelly
- Windows
- UNIX
- Linux
- Java
- J2EE
- JDK
- JSP
- Servlets
- Ajax
- Hibernate
- MySQL
- MS Office
- MS Visio
- Tableau
- JIRA
Timeline
ServiceNow Developer
Paramount
12.2021 - Current
ServiceNow Developer
JP MORGAN
03.2019 - 11.2021
ServiceNow Developer
CISCO SYSTEMS
06.2015 - 03.2019
Master’s degree - computer science Application
SV University
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