SUMANTH TUMURUGOTI
Estero
Summary
Professional application developer with over 11 years of IT experience, including 9 years specializing in ServiceNow, skilled in crafting and implementing high-performance software solutions. Expertise includes Incident Management, Problem Management, Change Management, Generative AI, Now Assist,ITSM, Asset Management (CMDB), Service Catalog,HRSD,CSM, Discovery, and Integrations. Proven track record in designing, developing, configuring, customizing, and administering the ITSM suite of applications across various ServiceNow versions. Recognized for strong problem-solving abilities and a proactive approach to delivering quality applications in both independent and collaborative environments. Committed to continuous learning and effective communication, consistently achieving targeted results and adapting to evolving project needs.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Sr Application Developer
Herc Rentals
08.2021 - Current
- Configured and customized AGENT WORKSPACE and SOW (Service operation Workspace)
- Involved in implementing and customizing Now Assist for ITSM to support case and chat summarization for Service desk Agents.
- Configured and customized Intelligent workflows and generative AI to support the service desk in resolving security incidents.
- Created HR cases for employees to record the processing of HR requests, such as a request from an employee for a leave of absence.
- Created, Developed and implemented HR cases for automated HR processes, such as employee on boarding and off boarding.
- Created various workflows for Incident Management, Change Management, generative AI, Service Requests and SLA'S.
- Implemented AWS automation to create workspace
- As per best practices of ServiceNow, developed and configured Business Rules, Script Includes, UI Policies, Catalog Client Scripts and Client Scripts, Scheduled Jobs
- Delivered significant cost savings by optimizing workflows, automating manual processes, and improving resource allocation within the organization using the ServiceNow platform.
- Maintained and administered implemented instance of ServiceNow and performed tasks such as configuring users, company, site, location and other existing fields, Support Groups, assignment rules, categorizations, CI data, SLA etc.
- Designed Workflows along with standard Workflow templates which can be reused
- Designed and created homepages including basic reporting, gauge configuration and dashboard presentation
- Created various forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros
- Communicated with end users, identifying their difficulties, and changing applications as per their requirements
- Led user training sessions and created training materials to enable HR employees and end users to efficiently use the features of ServiceNow HRSD.
- Designed Form Layouts, Workflows, and modules in applications
ServiceNow Developer/Admin
ServiceNow
08.2019 - 07.2021
- Project Description: Involved in end to end implementation of ServiceNow solutions
- Worked on Customer Service Management CSM, Incident Management module customizations along with enhancements
- Integrations with Zendesk Ticketing tool and supervised upgrades
- Extensively involved in requirement analysis, implementation, enhancements and customizations of different applications, modules in ITSM
- Created Service Catalog and Request Workflow design and Flow designer configuration.
- Managing data with SN tables, CMDB import sets Discovery tools, Users, Groups and roles.
- Developed and modified many existing catalog items as per project requirement provided by stakeholders
- Configured Email notifications and created inbound email actions for various approval and service request tasks
- Customized different applications using Business Rules, Client Scripts, UI Actions and UI Policies and external data load using Transform maps based on application requirements and rolled out customizations to upper environments using Update sets
- Managed data with Tables, CMDB, Import Sets and Data Sources
- Created various workflows for Incident Management, Change Management, Service Requests and SLA'S.
ServiceNow Admin/Developer
ServiceNow
01.2018 - 07.2019
- ServiceNow Istanbul/Jakarta, HTML5, Java Script, JSON, SOAP, Web Services, MS SQL Server, Integration, SCRUM
- Project Description: Worked on Service Catalog, Dashboards, and Event Management and Incident Management module customizations along with enhancements
- Integrations with other systems and tools and supervised upgrades
- Performed day-to-day administration tasks
- Proven Experience of Support, Customization, LDAP configuration, Jelly Scripting, Glide Script, Glide AJAX, UI Pages, CMS sites
- Responsibilities:
- Involved in Designing, Development and Implementation of CMS (Content Management System) for Involved in designing, development of Home Page, Place Order for Service Catalog, Knowledge Base, creating service ticket, Scheduling call from service desk and schedule a time for solving issues
- Designed Form Layouts, Workflows, and modules in applications
- Working on Agile Development team to deliver regular updates and delivery of Service Now
- Developing and scheduling Change reports for CAB teams and Reviewed Change Request (validation, prioritization, CAB meeting agenda and approval)
- Configured Email notifications and created inbound email actions for various approval and service request tasks
- Created several Widgets and Pages for service portal development and also created database views for Reports.
ServiceNow Developer
ServiceNow
03.2017 - 12.2017
- Scheduling SLA's for incident management
- Customized different modules designed user interface and created workflows to meet business needs and other transaction processes
- Catalog Application including resolving incidents and problems on Service Catalog
- Responsibilities:
- Designed Workflows, along with standard Workflow templates which can be reused
- Designed and created homepages including basic reporting, gauge configuration and dashboard presentation
- Developed Transform maps to map values between Import Set and ServiceNow tables for incoming data from external sources
- Created various forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros
- Communicated with end users, identifying their difficulties, and changing applications as per their requirements
- Environment: ServiceNow Helsinki/Istanbul, CSS, Java Script, HTML, SOAP, JSON, XML, Agile, AJAX, Shell scripting, Integrations, ITIL, Web services.
Quality Analyst
Minvesta - Google
07.2012 - 06.2015
- Project: Google Maps Google Maps is a web mapping service developed by Google
- It offers satellite imagery, aerial photography, street maps, 360 interactive panoramic views of streets (Street View), real-time traffic conditions and route planning for traveling by foot, car, bicycle, air and public transportation Responsibilities:
- Perform Quality Check (QC) on all stages/process of data before rendering on real time Google Maps
- Resolve bugs reported by real time Google Maps User within Service Level Agreement (SLA) time
- Responsible for training/mentoring sessions to new team members
- Create/Update/Maintain daily stats on work logs and reports to Project Manager
- Produced geo referenced historical imagery and maps, and digitized new features as requested
- Performed basic GIS operations GIS analyst, using geo processing tools, and creating as well as editing geographic data sets
- Designed, tested, and certified systems and applications software functionality
- Developed and created GIS maps as requested by implementing ArcMap and analyzing relevant data.
Education
Master's degree - Computer Science
Chicago State University
Chicago, IL12.2016
Bachelor's Degree - computer science
JNTU-H
Hyderabad, IND05.2012
Skills
- Technical software skills
- Effective communication techniques
- Proficient in agile methodologies
- Quality control management
- Software applications development
- Technology integration
- Effective team leadership
- Time management
Certification
Certified Application Developer (CAD)
Certified System Administrator (CSA) &
Micro Certifications
Timeline
Sr Application Developer
Herc Rentals
08.2021 - Current
ServiceNow Developer/Admin
ServiceNow
08.2019 - 07.2021
ServiceNow Admin/Developer
ServiceNow
01.2018 - 07.2019
ServiceNow Developer
ServiceNow
03.2017 - 12.2017
Quality Analyst
Minvesta - Google
07.2012 - 06.2015
Bachelor's Degree - computer science
JNTU-H
Master's degree - Computer Science
Chicago State University
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