Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Shesha Sai Pavan Kumar Bonam

Albany,NY

Summary

Over 9 years of experience in IT with around 7+ years of experience in ServiceNow Development and Administration. Experience in IT Service Management (ITSM) including design, development, testing, and implementation of projects. Hands-on experience on various ServiceNow Modules like Service Catalog Management, Incident, Problem, Change Management, SCRUM, Configuration Management Database (CMDB), Asset Management (HAM & SAM), ITOM, GRC, IRM, TSM, FSM, HRSD, APM, Service Portfolio Management, Service Level Management, Service Mapping, Discovery, Event Management, Orchestration, Project Management, Vendor Management, inventory management, Customer Service Management(CSM), Knowledge, Release. To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management, and problem-solving skills.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Sr. ServiceNow Configuration Engineer

OrangeGrid With InfoVision
10.2023 - Current
  • Translate business needs into technical configuration specifications for the OrangeGrid platform
  • Developed and maintained comprehensive technical documentation for OrangeGrid configurations and ServiceNow integrations
  • Designed and implemented OrangeGrid configurations to meet diverse business requirements for mortgage origination, servicing, and default management
  • Now actively transitioning to OrangeGrid configuration, leveraging existing platform knowledge and learning agility to rapidly acquire expertise
  • Contributing to the planning and integration of OrangeGrid with ServiceNow, identifying opportunities for automation and data optimization
  • Led the automation of manual tasks within ServiceNow by leveraging workflow capabilities triggered by events in OrangeGrid
  • Successfully integrated OrangeGrid with ServiceNow, mapping data fields and developing custom scripts to automate data exchange and workflow triggering
  • Design and plan the configuration of OrangeGrid modules, workflows, and integrations with ServiceNow
  • Document configuration plans and procedures for maintainability and reference
  • Implement the designed configuration, set up parameters, define workflows, and establish ServiceNow integrations
  • Deploy the configuration across various environments (development, testing, production) and monitor the process
  • Map data fields between OrangeGrid and ServiceNow instances for efficient data exchange
  • Configure workflows within ServiceNow to automate processes triggered by events in OrangeGrid
  • Develop custom scripts and integrations to bridge functionality gaps between OrangeGrid and Service Now
  • Diagnose and resolve any data exchange or workflow automation issues between the two platforms
  • Possess a deep understanding of OrangeGrid and ServiceNow architecture, functionalities, and best practices
  • Maintain strong technical skills in scripting, integration tools, API development, and system administration
  • Work effectively with technical teams, business users, and stakeholders to gather requirements, provide technical expertise, and address concerns
  • Effectively analyze system logs, error messages, and user feedback to diagnose and resolve configuration issues
  • Develop and maintain technical documentation and training materials for OrangeGrid and Service Now configurations
  • Synchronize asset data between OrangeGrid and CMDB in ServiceNow, ensuring consistency and accuracy
  • Configure workflows to automatically discover and reconcile asset changes in both systems
  • Define and manage relationships between services defined in OrangeGrid and their underlying infrastructure components in CMDB
  • Leverage integrated data from both platforms to generate comprehensive reports and gain insights into system performance and asset health
  • Integrate ServiceNow change management processes with OrangeGrid configurations to ensure controlled and coordinated changes across the infrastructure
  • Developed and executed automated tests for ServiceNow applications and workflows using ATF
  • Managed test cases, test suites, and test plans in ATF
  • Understand and configure Mid Server settings to connect with OrangeGrid and ServiceNow for data exchange
  • Leverage Mid Server scripting capabilities to transform and manipulate data before transferring it between OrangeGrid and ServiceNow
  • Develop custom validation rules and data enrichment processes within Mid Server to enhance data quality and usability
  • Configure Mid Server for real-time data synchronization between OrangeGrid and ServiceNow, enabling immediate updates and response to changes
  • Monitor Mid Server performance and optimize processes to ensure seamless data exchange and workflow execution
  • Generate reports and dashboards within ServiceNow to gain insights into asset performance, compliance status, and cost optimization opportunities
  • Integrate these reports with OrangeGrid for a holistic view of mortgage operations
  • Implement the designed configuration, set up parameters, and workflows, and establish integrations between OrangeGrid and ServiceNow Asset Management
  • Implement custom scripts and integrations to bridge functionality gaps between OrangeGrid and ServiceNow Asset Management for specific asset management needs
  • Manages the overall configuration and maintenance of CSM modules in ServiceNow
  • Defines CSM processes and workflows within ServiceNow
  • Configures service level agreements (SLAs) and tracks performance metrics
  • Ensure data accuracy, integrity, and security across OrangeGrid and CSM
  • Define and optimize CSM processes within OrangeGrid and ServiceNow
  • Resolve technical issues related to OrangeGrid and its integration with CSM
  • Environment: ServiceNow Versions San Diego, Tokyo, Utah, Vancouver, Java Script, JSON, JQuery, Web Services, SOAP, SQL, XML, Angular JS

Sr. ServiceNow Developer/Admin & CMDB Analyst

AT&T
02.2022 - 10.2023
  • Gathering detailed Business and Technical requirements from customer for development of Service Requests
  • Experienced in the analysis, development and automation of various ITSM processes including Incident Management, Change Management, Asset Management, Service Request, Configuration Management including setup and configuration of MID Server and Configuration Item Discovery
  • Responsible for the implementation of ServiceNow ITSM suite Discovery, CMDB, Event Management, Service Watch/Service Mapping
  • Maintain and recommend improvements to facilitate effective use and integrity of the CMDB and Interface with other support organizations to ensure the effective use of the CMDB
  • Hardware Asset and CMDB Management
  • Responsible for maintaining the accuracy and control over the Configuration Items (CIs) and their inter-relationships within the Configuration Management System (CMS)
  • Responsible for the implementation of ServiceNow ITOM suite Asset, CMDB, Discovery, Event Management and Service Mapping
  • Supported ServiceNow integration using SOAP, REST web services, import sets and transform maps, BR scripts
  • Worked on End to End implementation of CMDB module
  • Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions
  • Supported the team responsible for the implementation and administration of the Servicenow installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing
  • User Interface - Configure and maintain Forms, Lists, Views, UI Policy, UI Scripts, UI Actions, View Rules, Welcome Page Content, Map Pages and other UI elements for ServiceNow modules
  • Created new Business Rules/Script Includes/Client catalog script/Client Script
  • Creating new service catalog requests and items with variables
  • Involved in providing Implementation and production support for Service Catalog, Asset Management, Knowledge Management modules
  • Handles incident resolution for ServiceNow instances and tenants including troubleshooting and patching
  • Experienced in the analysis, development and automation of various ITSM processes including Incident Management, Change Management, Asset Management, Service Request, Configuration Management including setup and configuration of MID Server and Configuration Item Discovery
  • Software configuration/ customization including UI customization, workflow administration, data imports, custom scripting, implementing new functionality, homepage customization
  • User Interface - Configure and maintain Forms, Lists, Views, UI Policy, UI Scripts, UI Actions, View Rules, Welcome Page Content, Map Pages and other UI elements for ServiceNow modules
  • Created new Business Rules/Script Includes/Client catalog script/Client Script
  • System Properties - My Company, UI, CSS, System, Email, Approval, LDAP, Application, Security, Users, and Groups
  • Implementing the custom widgets as client requirements
  • ServiceNow application development; including creation and configuration of Service Catalogs, Email Notifications, Data imports and exports and Reports
  • Manage system configurations, gather and document user and process requirements, develop workflow customizations, and support quality assurance teams
  • Perform core configuration tasks
  • Developing and maintaining HR service catalogs, workflows, and case management systems in ServiceNow, aligning them with HR policies and procedures
  • Leading or participating in HRSD project implementations, including requirements gathering, system configuration, testing, and user training
  • Monitoring and analyzing key performance metrics and SLAs related to HR service delivery, identifying areas for improvement and implementing process optimizations
  • Worked on Form layouts and form Design in Agent workspace
  • Creating and adding custom elements within the ITSM workspace and scoped Incident/Case applications
  • Working with different roles associated with Agent workspace
  • Exporting and importing data in XML files
  • Establish and interact with the configuration management database (CMDB), and manage data with import sets, update sets and transform maps
  • Document business requirements/ process and build solutions
  • Experience designing and implementing data models in ServiceNow, including creating tables, fields, and relationships between tables
  • Proficiency in using ServiceNow's graphical interface and scripting capabilities to design and configure data models
  • Knowledge of best practices for data modeling in ServiceNow, including how to optimize performance and ensure data integrity
  • Ability to understand and translate business requirements into a data model that meets the needs of the organization
  • Familiarity with ServiceNow's various modules, such as ITSM, HR, and CSM, and how to design data models to support these modules
  • Experience creating and configuring workflows, Flow Designer, business rules, and other automation tools to support the data model
  • Understanding of ServiceNow's data model extensions and how to customize the data model to meet specific business needs
  • Ability to design and implement ServiceNow ITSOM solutions, including Incident Management workflows, Service Request fulfillment, and Problem Management root cause analysis
  • Knowledge of data security best practices and how to configure data access controls within ServiceNow
  • Modified Operational/Production/Resolution Categorization structure per Customer desired work flow & Flow Designer
  • Successfully implemented and configured the Telecommunications Service Management (TSM) module within ServiceNow, enabling efficient management of telecom services, assets, and requests
  • Customized TSM workflows, forms, and automation rules to align with the telecommunications industry's specific requirements
  • Designed and optimized the telecom service catalog in ServiceNow, creating user-friendly request forms and workflows for ordering and provisioning telecom services
  • Automated fulfillment processes to enhance the speed and accuracy of service delivery
  • Utilized the TSM module to establish an accurate and up-to-date repository of telecom assets, including devices, lines, and contracts
  • Integrated ServiceNow's TSM module with telecom providers' systems using APIs, enabling real-time communication and data exchange for service requests and updates
  • Ensured seamless coordination between internal processes and external telecom partners
  • Implemented Kafka security features, including SSL encryption and authentication, ensuring data privacy and compliance with organizational standards
  • Conducted Kafka performance tuning and monitoring, optimizing cluster resources and minimizing resource utilization costs
  • Actively participated in troubleshooting Kafka-related issues, promptly resolving incidents to maintain high availability and data integrity
  • Developed custom Kafka connectors using Kafka Connect to streamline data synchronization between ServiceNow and other enterprise systems, resulting in significant time and cost savings
  • Developed complex case management workflows using Flow Designer, incorporating approvals, notifications, task assignments, and integration touchpoints
  • Designed automation logic to route cases to the appropriate teams or individuals based on predefined conditions and business rules
  • Successfully managed a diverse inventory of products, ensuring adequate stock levels while minimizing carrying costs
  • Successfully implementation of ServiceNow's APM solution, including the setup and configuration of application portfolios, enabling better visibility into application landscapes
  • Leveraged ServiceNow's CMDB to maintain accurate records of assets, reducing errors and discrepancies
  • Led the implementation of automated inventory replenishment processes, resulting in a reduction in manual work and improved accuracy
  • Demonstrated expertise in integrating FSM with other ServiceNow modules, creating seamless end-to-end service experiences for clients
  • Managed changes to CSDM configurations and data models, ensuring alignment with evolving business needs and IT services
  • Developed and maintained CSDM reports and dashboards within ServiceNow to provide insights into data quality, CI relationships, and service dependencies
  • Developed custom workflows, playbooks, and automation scripts within ServiceNow to orchestrate and accelerate security SecOps incident response
  • Collaborated with cross-functional teams to define and automate security SecOps processes, enhancing threat detection, and incident response capabilities
  • Conducted security assessments and penetration testing to identify vulnerabilities in client environments
  • Managed end-to-end telecom order processing, including order initiation, validation, provisioning, and closure
  • Assisted in the development of ServiceNow workflows and configurations to streamline order management procedures
  • Develop and maintain a knowledge base for telecom order processing procedures, enabling team members to access essential information quickly
  • Experience designing and developing test plans and test cases using ServiceNow's Automated Test Framework (ATF)
  • Proficiency in using ServiceNow's graphical interface and scripting capabilities to create, edit, and run automated tests
  • Knowledge of best practices for testing in ServiceNow, including how to create test suites and test steps, manage test results, and debug test failures
  • Ability to understand and translate business requirements into test cases that accurately validate the functionality of ServiceNow applications
  • Experience integrating ATF with other ServiceNow features, such as Service Portal, to automate end-to-end testing of ServiceNow applications
  • Understanding of ServiceNow's test management capabilities, including how to manage test cases, test suites, and test results
  • Developed and executed automated tests for ServiceNow applications and workflows using ATF
  • Collaborated with developers and business analysts to ensure testing aligned with business objectives
  • Managed test cases, test suites, and test plans in ATF
  • Generated comprehensive test reports that provided insights into test results and recommendations for improving the testing process
  • Improved testing efficiency by identifying and implementing opportunities for automation
  • Knowledge of software testing best practices and methodologies, such as Agile and DevOps, and how to apply these to ServiceNow application testing
  • Environment: ServiceNow Versions Rome, San Diego, Tokyo, Utah, Vancouver, Java Script, JSON, JQuery, Web Services, SOAP, SQL, XML, Angular JS, Windows 7.

Sr. ServiceNow Developer/Admin & CMDB Analyst

Kaiser Permanente
11.2019 - 02.2022
  • Establish and interact with the configuration management database (CMDB), and manage data with import sets, update sets and transform maps
  • Writing Business Rules, Client Scripts, UI Policies and UI Actions to customize the instance as per Business needs
  • Experienced in the analysis, development and automation of various ITSM processes including Incident Management, Change Management, Asset Management, Service Request, Configuration Management including setup and configuration of MID Server and Configuration Item Discovery
  • Responsible for the implementation of ServiceNow ITSM suite Discovery, CMDB, Event Management, Service Watch/Service Mapping
  • Hardware Asset and CMDB Management
  • Responsible for maintaining the accuracy and control over the Configuration Items (CIs) and their inter-relationships within the Configuration Management System (CMS)
  • Work on Cloud Specific Configuration Discovery/Federation and Amazon Web Services (AWS) Configuration Management
  • Assist IT personnel in performing ServiceNow Discovery, Cloud Discovery and Service Mapping processes and troubleshooting the errors that arise
  • Work on Service Mapping to define business services, troubleshoot the discovery and mapping process as well as create new discovery patterns
  • Managing and administering lists, filters, forms, platforms interfaces (to other data sources) and the data within tables, import sets and the CMDB
  • Designed Workflows, along with standard Workflow templates, which can be reused
  • Maintain and recommend improvements to facilitate effective use and integrity of the CMDB and Interface with other support organizations to ensure the effective use of the CMDB
  • Develop configuration management maturity model and roadmap; perform configuration/asset (CMDB) audits partnering with Change Management Manager
  • Understanding IT and business requirements with ability to develop, test, deploy improvements, and update workflows
  • Experience with Transform maps and different transform scripts for data load and management
  • Created scripts like Client Scripts, Business rules, Script Includes, UI scripts and UI Policies to customize the instance as per Business needs
  • Supported ServiceNow integration using SOAP, REST web services, import sets and transform maps, BR scripts
  • Worked on End to End implementation of CMDB module
  • Configured ServiceNow to integrate with AWS to Create Resource Profiles, configure governance, Populate the Cloud Service Catalog using Blueprints & Hands-on experience with trouble shooting several issues of ServiceNow integration with Cloud Management
  • Responsible for performing daily administration, issue resolution, and troubleshooting of the ServiceNow platform
  • Worked on Form layouts and form Design in Agent workspace
  • Creating and adding custom elements within the ITSM workspace and scoped Incident/Case applications
  • Create and maintain system design and operations documentation
  • Configured Scheduled Jobs to update CMDB Health metrics on daily basis
  • Create and deploy company and client training (online and/or in-person)
  • User Interface - Configure and maintain Forms, Lists, Views, UI Policy, UI Scripts, UI Actions, View Rules, Welcome Page Content, Map Pages and other UI elements for ServiceNow modules
  • Created various front-end forms, and associated Client Scripts, UI Policies, including advanced customizations that require modifications of UI Pages/Macros
  • Configuration of Email Notification and Alerts to notify users about specific activities in the system
  • ServiceNow application development; including creation and configuration of Service Catalogs, Email Notifications, Data imports and exports and Reports
  • Worked on ServiceNow Cloud Management to optimize cloud operations and extend the power of the Now Platform to accelerate the cloud strategy in the enterprise
  • Manage system configurations, gather and document user and process requirements, develop workflow and Flow Designer customizations, and support quality assurance teams
  • Configured and maintained Service First Configuration Item Discovery, Service Mapping Discovery and the Service First Configuration Management Database
  • Created data mapping strategies and performed data mapping exercises to ensure smooth data transitions during CSDM implementation or migrations
  • Worked with Application Owners to restructure CMDB based on Company's Architecture
  • Developed workflows and automation processes to manage the lifecycle of CIs, including creation, modification, and retirement, within the CSDM framework
  • Coordinate with database and system administrator to ensure adequate backup and plan for business resumption for applications
  • Successfully configured the asset management module in Freshservice, establishing a comprehensive IT asset repository and configuration management database (CMDB)
  • Customized Freshservice workflows, ticket forms, and automations to align with the organization's IT processes and requirements
  • Configured Kafka topics, partitions, producers, and consumers to ensure optimal data flow and reliable communication between ServiceNow and various external systems
  • Led the successful implementation of a mission-critical Kafka-based event management system, reducing incident response time by 30% and enhancing overall service availability
  • Conducted thorough Kafka performance tuning and monitoring, optimizing cluster resources, and maintaining high throughput and low latency for critical data streams
  • Implementing the custom widgets as client requirements
  • Played part on end user self-service portal management
  • Designing and developing the Self Service Portal
  • Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions
  • Worked on GRC business risks in real time application of deliver of compliance and risk
  • Worked on Vendor Risk Management(VRM) application to create the transforms risk and issues
  • Worked on Integrated risk management (IRM)
  • I have to configure and control the test of data loading in tables with different type of conditions of Governance, Risk, and Compliance GRC
  • Discovery feature in ITOM Visibility application provides IT with visibility into IT infrastructure and its changes
  • IT organization on the Configuration Management Database (CMDB) to manage infrastructure changes and diagnose problems
  • Experience designing and implementing data models in ServiceNow, including creating tables, fields, and relationships between tables
  • Proficiency in using ServiceNow's graphical interface and scripting capabilities to design and configure data models
  • Designed resource management workflows to allocate resources dynamically based on project demands and skill sets
  • Designed and implemented ServiceNow Virtual Agent to enhance user interactions and automate service desk processes
  • Integrated Natural Language Processing (NLP) capabilities into ServiceNow Virtual Agent for advanced language understanding
  • Orchestrated automation workflows through Virtual Agent to streamline and automate common IT service desk tasks
  • Managed changes to ITBM configurations and processes, ensuring minimal disruption and maximizing user adoption
  • Developed and maintained reports and dashboards within ServiceNow ITBM, providing actionable insights into project and portfolio performance
  • Developed risk assessment and mitigation frameworks within ServiceNow's Portfolio Management, enabling proactive identification, assessment, and mitigation of project risks
  • Designed governance frameworks within ServiceNow's Portfolio Management to ensure adherence to organizational standards, regulatory requirements, and best practices
  • Integrate PPM data with other ServiceNow modules or external systems to ensure data consistency and accuracy
  • Exchange data with project management tools, financial systems, and other relevant applications
  • Configured approval workflows and compliance checks to maintain consistent project governance
  • Knowledge of best practices for data modeling in ServiceNow, including how to optimize performance and ensure data integrity
  • Ability to understand and translate business requirements into a data model that meets the needs of the organization
  • Led the design and implementation of ServiceNow SecOps solutions for clients, aligning them with industry security best practices and client-specific requirements
  • Assisted in the development of security policies, procedures, and incident response plans
  • Established real-time security incident tracking and reporting mechanisms, enabling timely and effective response to security incidents
  • Provided recommendations and remediation guidance to enhance security posture
  • Leading or participating in HRSD project implementations, including requirements gathering, system configuration, testing, and user training
  • Collaborating with HR stakeholders to gather requirements, analyze business processes, and translate them into efficient and effective HRSD solutions within ServiceNow
  • Familiarity with ServiceNow's various modules, such as ITSM, HR, and CSM, and how to design data models to support these modules
  • Utilized ServiceNow APM to identify and address application-related issues, optimize processes, and enhance operational efficiency
  • Ensured that APM processes complied with industry standards and regulations, reducing compliance-related risks
  • Experience creating and configuring workflows, Flow Designer, business rules, and other automation tools to support the data model
  • Integrated the Case Management module with external systems and applications using RESTful APIs, enabling seamless data exchange and real-time updates
  • Designed data mapping and transformation strategies to ensure accurate and consistent information across integrated platforms
  • Implemented customer feedback mechanisms within the Case Management module, enabling continuous improvement based on user input
  • Understanding of ServiceNow's data model extensions and how to customize the data model to meet specific business needs
  • Leveraged ServiceNow's Flow Designer to design and automate end-to-end case management workflows, enhancing efficiency and user experience
  • Understanding of ServiceNow Performance Analytics, including the ability to create and configure KPIs and dashboards to monitor ITSOM metrics
  • Utilized ServiceNow FSM mobile app to access work orders, customer information, and job documentation efficiently
  • Collaborated closely with the FSM team, providing valuable insights for continuous FSM tool enhancements
  • Developed and executed inventory control policies and procedures, enhancing inventory accuracy
  • Collaborated with cross-functional teams, including procurement and IT, to align inventory management with organizational goals
  • Generated comprehensive reports using ServiceNow's reporting tools, providing valuable insights into inventory trends and forecasting
  • Proactively identified and resolved inventory-related incidents, minimizing disruptions to operations
  • Conducted regular audits and cycle counts to maintain inventory accuracy
  • Experience designing and developing test plans and test cases using ServiceNow's Automated Test Framework (ATF)
  • Ability to understand and translate business requirements into test cases that accurately validate the functionality of ServiceNow applications
  • Experience integrating ATF with other ServiceNow features, such as Service Portal, to automate end-to-end testing of ServiceNow applications
  • Understanding of ServiceNow's test management capabilities, including how to manage test cases, test suites, and test results
  • Developed and executed automated tests for ServiceNow applications and workflows using ATF
  • Collaborated with developers and business analysts to ensure testing aligned with business objectives
  • Managed test cases, test suites, and test plans in ATF
  • Generated comprehensive test reports that provided insights into test results and recommendations for improving the testing process
  • Ensured Nuvolo configurations and workflows align with regulatory requirements in the healthcare sector, including HIPAA and other industry standards
  • Orchestrated a seamless integration between Nuvolo and ServiceNow, ensuring a unified approach to Enterprise Asset Management (EAM) and IT Service Management (ITSM)
  • Implemented bidirectional data synchronization, enhancing collaboration and ensuring real-time updates between Nuvolo and ServiceNow platforms
  • Aligned Nuvolo and ServiceNow workflows to create a cohesive and integrated system for streamlined processes across ITSM and EAM
  • Customized and configured ServiceNow modules to complement Nuvolo functionalities, promoting a unified user experience
  • Implemented custom scripts, business rules, and data policies to optimize functionalities and ensure a seamless user experience
  • Integrated reporting and analytics functionalities between Nuvolo and ServiceNow, allowing for comprehensive reporting across both platforms
  • Ensured security compliance and data governance across Nuvolo and ServiceNow, implementing robust measures to protect sensitive information
  • Improved testing efficiency by identifying and implementing opportunities for automation
  • Knowledge of software testing best practices and methodologies, such as Agile and DevOps, and how to apply these to ServiceNow application testing
  • Knowledge of data security best practices and how to configure data access controls within ServiceNow
  • ServiceNow Versions New York, Orlando, Paris, Rome, San Diego, Service-now Asset, Change Mgmt, CSS, HTML, Web Services, CMDB, JavaScript, Angular, Ajax Service Oriented Arch, Web Services, File builder, Service-now Module Testing.

Sr. ServiceNow Developer/Admin

Freddie Mac
12.2018 - 10.2019
  • Gathering detailed Business and Technical requirements from customer for development of Service Requests
  • Experienced in the analysis, development and automation of various ITSM processes including Incident Management, Change Management, Asset Management, Service Request, Configuration Management including setup and configuration of MID Server and Configuration Item Discovery
  • Experience in Cloud based Discovery AWS
  • Partner with the Infrastructure and Tools teams in monitoring the performance and capacity of existing configuration management systems (CMDB) and recommend improvement opportunities and undertakes standard housekeeping and fine tuning under change control
  • Responsible for the implementation of ServiceNow ITOM suite Asset, CMDB, Discovery, Event Management and Service Mapping
  • Developed UI Appearance for Service Catalog Requests
  • Service Catalog: Designed many catalog items out of which few catalog items involve integration using SOAP Web services, Restful API
  • Extensive experience configuring, customizing and implementing ServiceNow ITBM modules, including Project Portfolio Management (PPM), Resource Management, Demand Management, and Agile Development
  • Successfully integrated ServiceNow APM with other ITSM and ITBM modules, improving data accuracy and streamlining processes
  • Managed changes to APM configurations and processes, ensuring minimal disruption and maximum user adoption
  • Software configuration/ customization including UI customization, workflow administration, data imports, custom scripting, implementing new functionality, homepage customization
  • Worked on enabling API gateway by working on both AWS Cloud Formation template and API gateway extension to swagger that handles all API calls providing features like processing, monitoring, authorization, access control and traffic management to various AWS services
  • Supported the team responsible for the implementation and administration of the Servicenow installation, including managing system configurations, gathered and documented user and process requirements, developed workflow and Flow Designer customizations, and performed quality assurance testing and user acceptance testing
  • Implementing the custom widgets as client requirements
  • User Interface - Configure and maintain Forms, Lists, Views, UI Policy, UI Scripts, UI Actions, View Rules, Welcome Page Content, Map Pages and other UI elements for ServiceNow modules
  • Created new Business Rules/Script Includes/Client catalog script/Client Script
  • Creating new service catalog requests and items with variables
  • System Properties - My Company, UI, CSS, System, Email, Approval, LDAP, Application, Security, Users, and Groups
  • Utilized ITBM to identify and resolve project-related issues, streamline processes, and enhance operational efficiency
  • Developed and maintained reports and dashboards within ServiceNow ITBM, providing actionable insights into project and portfolio performance
  • Created a customized role with all the required access to the entire application for the admin of GRC
  • ServiceNow application development; including creation and configuration of Service Catalogs, Email Notifications, Data imports and exports and Reports
  • Manage system configurations, gather and document user and process requirements, develop workflow customizations, and support quality assurance teams
  • Submitted the documentation and trained the GRC users on ServiceNow GRC Application
  • Perform core configuration tasks
  • Successfully implemented and configured the Portfolio Management module in ServiceNow, enabling comprehensive visibility and governance of projects and investments
  • Customized portfolio templates, project hierarchies, and scorecards to align with the organization's strategic goals
  • Utilized ServiceNow's Portfolio Management to optimize resource allocation across multiple projects, ensuring efficient utilization of talent and minimizing resource conflicts
  • Implement and configure new ITSM platform ServiceNow
  • Exporting and importing data in XML files
  • Understanding of IT service management (ITSM) and the ITIL business process
  • Designed and implemented real-time dispatch and scheduling capabilities, optimizing field service technician allocation and reducing service wait times
  • Integrated FSM with other ServiceNow modules, such as ITSM and CSM, to provide a unified service experience for clients
  • Responsible for coordinating with Azure architects to define access and to populate azure data into CMDB
  • Implement Retail store level discovery and populated all the Rise stack servers in CMDB using discovery
  • Establish and interact with the configuration management database (CMDB), and manage data with import sets, update sets and transform maps
  • Managed the creation, modification, and deletion of CIs within the CSDM framework, including categorization, attributes, and relationships
  • Document business requirements/ process and build solutions
  • Familiarity with ServiceNow's various modules, such as ITSM, HR, and CSM, and how to design data models to support these modules
  • Successfully implemented and configured the Case Management module in ServiceNow, streamlining the handling of various types of cases and inquiries
  • Designed and customized case forms, fields, and workflows to align with the organization's specific business processes
  • Developed custom FSM mobile applications, enabling technicians to access critical information and update job statuses in the field
  • Conducted regular system audits, data validation, and performance optimization to ensure FSM system reliability and efficiency
  • Developed and automated custom workflows for case escalation, assignment, and resolution, reducing manual intervention and improving efficiency
  • Monitored security alerts and events from various sources, including SIEM tools, firewalls, and intrusion detection systems
  • Investigated and analyzed security incidents, identifying the scope, impact, and root causes of security breaches
  • Implemented business rules and notifications to ensure timely updates and communication with stakeholders throughout the case lifecycle
  • Experience creating and configuring workflows, Flow Designer, business rules, and other automation tools to support the data model
  • Understanding of ServiceNow's data model extensions and how to customize the data model to meet specific business needs
  • Installation of BMC Topology discovery tool and configured to integrate with BMC remedy ITSM CMDB Suite
  • Successfully implemented and configured Freshservice for IT service management, including incident management, change management, and asset management modules
  • Standard ITSM Configuration, SLA Configuration, Email Configuration
  • Modified Operational/Production/Resolution Categorization structure per Customer desired work flow & Flow Designer
  • Improved incident resolution times by implementing Virtual Agent-driven automation for routine issues and service requests
  • Developed and fine-tuned NLP models to accurately interpret and respond to user queries, resulting in improved efficiency and accuracy
  • Enhanced the ServiceNow knowledge base search capabilities by incorporating NLP algorithms, allowing users to pose queries in natural language
  • Assisted in the implementation and configuration of ServiceNow's Inventory Management module
  • Conducted inventory assessments to identify opportunities for process improvement and automation
  • Collaborated with IT teams to ensure the accurate recording and tracking of IT assets in the CMDB
  • Participated in cross-departmental projects to integrate inventory data with other systems, improving data visibility and accuracy
  • Environment: ServiceNow Versions Kingston, London, Madrid, New York, JavaScript, JSON, JQuery, Web Services, SOAP, SQL, XML, Angular JS, Windows 7

ServiceNow Developer/Admin

Kinectra
05.2012 - 12.2014
  • Implemented Incident, Problem, Change management and Service Catalog in Phase-1
  • Developed reports as per requirements from management and analyzed the reports to present it to end-user
  • Designed and delivered technical methodologies around the ServiceNow platform
  • Gathered requirement from stakeholders for attributes needed to develop Service Catalog items
  • Worked with clients to assess current state processes and tools, defined ServiceNow requirements and developed and configured the ServiceNow platform
  • Worked on CMDB and Asset management
  • Performed Data migration to import data from other applications and external databases
  • Worked on various modules of Service Now like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery
  • Supported the team responsible for the implementation and administration of the ServiceNow 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
  • Interacted with clients to determine User requirements and goals
  • Environment: ServiceNow Versions Eureka, Fuji, Geneva, ITIL, ITSM, HTML, JavaScript, Power Shell, SNMP.

Education

Master of Arts - Management Science

Doane University
Crete, NE
11.2018

Master of Science - Computer Information Systems

Bellevue University Bellevue
Bellevue, NE
04.2016

Bachelor of Science - Mechanical Engineering

Jawaharlal Nehru Technological University
Hyderabad, India
11.2013

Skills

  • Software Methodologies
  • SDLC, Waterfall, Agile
  • Databases
  • SQL Server (2005,08,08R2,12)
  • Languages
  • Java, JavaScript, HTML, CSS and XML
  • ITSM Tools
  • Service Now, ITSM SUTE
  • Application Development
  • Service- now (ITSM tool & ITIL)
  • Tools
  • Application Servers
  • IIS 50, Apache
  • Protocols
  • HTTP, HTTPS, SOAP
  • Versioning Tools
  • ServiceNow Versions worked- Fuji, Geneva, Istanbul, Jakarta, Kingston, London, Madrid, New York, Orlando, Paris, Rome, San Diego, Tokyo, Utah, and Vancouver, GIT, Bit Bucket
  • Penetration Testing
  • Critical Thinking
  • Tomcat
  • Configuration Management
  • Microsoft Exchange
  • Code Development
  • Software Development
  • Technical Documentation and Reporting
  • System Testing
  • IT infrastructure proficiency
  • Enterprise Server Design
  • Infrastructure Automation
  • Security management
  • Relationship Building
  • Architecture review
  • Cloud platforms
  • Requirements Analysis
  • Troubleshooting
  • Fluent in [English, Hindi, Telugu]
  • Time Management
  • CI/CD Tools
  • Jenkins, AWS Cloud Formation
  • Defect Tracking
  • Jira, ServiceNow Agile module
  • Operating Systems
  • Windows7, Windows 2008/xp, LINUX, Mac OS X
  • Certifications
  • ITIL, ServiceNow Administrator, ServiceNow Developer

Certification

  • ServiceNow System Administrator - CSA
  • ServiceNow Application Developer - CAD

Timeline

Sr. ServiceNow Configuration Engineer

OrangeGrid With InfoVision
10.2023 - Current

Sr. ServiceNow Developer/Admin & CMDB Analyst

AT&T
02.2022 - 10.2023

Sr. ServiceNow Developer/Admin & CMDB Analyst

Kaiser Permanente
11.2019 - 02.2022

Sr. ServiceNow Developer/Admin

Freddie Mac
12.2018 - 10.2019

ServiceNow Developer/Admin

Kinectra
05.2012 - 12.2014

Master of Arts - Management Science

Doane University

Master of Science - Computer Information Systems

Bellevue University Bellevue

Bachelor of Science - Mechanical Engineering

Jawaharlal Nehru Technological University

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Shesha Sai Pavan Kumar Bonam