Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Suresh P

Frisco,TX

Summary

Highly-skilled IT Professional with 13 years of overall experience, including 8+ years of specialized expertise in ServiceNow Development, designing, and Implementing enterprise solution across CSM, GRC, FSO and ITSM Module. Proven track record in leading end-to-end implementations, meting customer expectations and driving process automation.

Overview

13
13
years of professional experience
1
1
Certification

Work History

ServiceNow Senior Developer/Technical Lead

Wipro Technologies
10.2021 - Current
  • Worked in various ServiceNow modules Governance Risk and Compliance (GRC),FSO, CSM and ITSM.
  • Hands on experience in Building custom application, Integration, Service Portal, UI Builder, customizing CSM/FSM configurable workspace and other workspaces in ServiceNow
  • Successfully executed end-to-end Greenfield implementations of GRC and CSM module across multiple business unit in Servicenow.
  • Hands on knowledge in Domain separation Instance
  • Implemented CSAT to improve performance metrics
  • configured work order types, service appointments to stable the technician workflows
  • Integrated FSM with Asset Management, CSM and CMDB for end to end service lifecycle
  • Hands on Experience in development, enhancement, upgrade, migration and Integration
  • Implemented Advanced work assignment (AWA) for automatic case routing
  • Utilized Flow Designer to automate complex workflows to improve operational efficiency, productivity and reducing manual intervention.
  • Established clear communication channels between stakeholders, facilitating better decision-making throughout project lifecycles.
  • Implemented data security using Access Control Lists (ACL) and Data Policies
  • Working experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test
  • Strong technical knowledge in javascript, UI policies, UI action, workflow, business rule, client script, Script Includes, Business Rules, Notifications, Service Portal, UI page, UI macro, form/field design, Reporting/ Dashboard and ACL
  • Worked on Now experience frameworks like Declarative action, related list actions, List action, UX page properties, view rules, configuration rules, data source, client state parameter, UX client script
  • Worked on various UI builder components like Data visualization, repeater, list, simple list, button, bare button, card base action, contextual search, pill, filter, Image, link text, stylized text etc.
  • Deep insight into all aspects of client engagement life cycle including pre-sales, requirements gathering, effort scoping, solution designing and implementing with best practice
  • Serviced existing accounts on regular basis to maximize revenue.
  • Designed updates to existing software to meet changing customer demands.
  • Mentored junior developers, promoting a culture of continuous learning and knowledge sharing within the team.
  • Produced robust, accurate code that minimized production issues.
  • Set clear goals for project milestones, keeping development efforts on track toward timely completion dates with desired outcomes achieved consistently across releases.
  • Implemented rigorous testing strategies, contributing to a significant reduction in reported bugs during deployment phases.
  • Led the design and implementation of scalable software architectures, ensuring long-term maintainability and flexibility.
  • Actively participated in industry conferences and workshops, staying up to date with the latest trends in technology and applying acquired knowledge to enhance project outcomes.
  • Developed clear specifications for project plans using customer requirements.
  • Discussed project progress with customers, collected feedback on different stages and directly addressed concerns.

ServiceNow Senior Developer

Relevance Lab
01.2020 - 09.2021
  • Integration between ServiceNow and AWS using connector
  • Implemented and customized various ServiceNow modules like ITSM, CSM following ITIL processes and best practices
  • Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog Management, CMDB and Service Portal
  • Proficient in developing and maintaining end-to-end Service catalog items, ensuring seamless functionality
  • Used Flow Designer processes to accommodate the business use cases
  • Utilized Flow Designer to automate complex workflows to improve operational efficiency, productivity and reducing manual intervention
  • Configure Email Notification, Events and Schedule Jobs to notify users about specific activities in the system such as updates to Change and Problem requests
  • Experience customizing Service Portal by modifying OOB widgets as per the business requirements
  • Implemented Virtual Chat bot in Service Portal and customized OOB process flows to suit business needs
  • Involved in coding the Business Rules (Server-Side Scripting), Client Scripts (Client-Side Scripting), Script Includes in the ServiceNow
  • Coordinated and implemented multiple upgrades, clones, hotfixes, and patches of instances in ServiceNow
  • Working Experience in PA reports and dashboards

ServiceNow Developer

Wipro Technologies
01.2019 - 01.2020
  • Redesigned and configured Service Catalog items and Record Producers to align with end user requirements
  • Successfully developed and implemented ServiceNow Customer Service Management (CSM) processes C procedures as per requirement in custom applications
  • Hands-on experience in using Update Sets, Import Sets, Transform Maps, Scheduled Jobs
  • Experience in configuring Email notifications in ServiceNow
  • Set up Service Level Agreements (SLAs) and monitor SLA workflows, created and tracked Service Catalog requests, and items with variables
  • Performs migration activities Dev to QA, QA to Prod using Update Sets and Import Sets by importing/exporting data (customization, on-boarding data, users, groups, CIs, Assignment rules, on-call schedules, choice list, etc.)
  • Inbound email action to enable external vendors to generate either change request or incident via email
  • Perform data loading into ServiceNow using Import Sets
  • Configure Access Control Lists (ACL) to restrict access to other users who do not have required roles
  • Involved in Inbound and Outbound integration using REST API
  • Configure Knowledge Bases for various groups and teams within the enterprise
  • Configure reports and schedule delivery frequency based on customer’s requirements
  • Involved in coding the Business Rules (Server-Side Scripting), Client Scripts (Client-Side Scripting), Script Includes in the ServiceNow

ServiceNow Developer

Servion Global Solutions
11.2015 - 01.2019
  • Worked on various modules of ServiceNow like Incident management, Change management, Problem management, Service Catalog, User Administration and Reporting
  • Performed Clone backs on a regular basis to make sure all instances DEV, QA, Staging and Production stay in Sync.
  • Managed and Resolved Incident Tickets and Request Items daily
  • Created Transform Maps and Import Sets to transform data before bringing them into ServiceNow
  • Created various workflows for Incident Management, Change Management, Service Requests and SLA's
  • Involved in implementing Service Catalog and Request Workflow Design and Configuration
  • Created transform maps for importing CMDB data
  • Prepared a discovery dashboard reporting the number of devices discovered daily for Servers as well as network devices
  • Created Knowledge articles to document the steps in creating the Catalog items.
  • Involved in migration between various ServiceNow instances using Update Sets.
  • Involved in Production Support for all the ServiceNow related issues.
  • Responsible for the ServiceNow administration module and creation of new Users, Groups, Roles, IT Services, Application, Business Services.
  • Implemented SSO and validated all user accounts and their successful login to ServiceNow and resolved if users are facing any issues.
  • Moving the code from the Development instance to UAT instance and conducted system testing to make sure all the requirements are completed, and functionality is achieved as requested by the customer.

IT Operations Associate

Softcrylic
06.2014 - 10.2015
  • Experience in the administration and support of Cisco’s UC portfolio including CUCM, Unity, Voice Gateways, Collaboration Edge, Jabber, Telepresence and inbound/outbound routing with PRI and SIP trunk
  • Experience with Cisco Unified Communications Manager (CUCM) call distribution functions and Experience in layer 2 and layer 3 configuration
  • Monitoring the Networks, addressing any issues raised and ensuring that contracted services are met
  • Proactive maintenance of the Network state
  • Performs on-call job-related duties as assigned
  • Proficient regarding the issues involved with maintaining division infrastructure, including VoIP and network connectivity, supports Voicemail (Unity Connection), Call handlers and call-routing, toll fraud prevention, transfer to greeting
  • Perform basic configuration and installation of Cisco mid to small level routers and switches
  • Troubleshooting L2 and L3 Circuits
  • Participates in on call rotation, resolving complex help desk tickets and network/voice problems

IT Operations Analyst

BlackNGreen Technologies
09.2013 - 05.2014
  • Daily monitoring of website services and applications
  • Daily communication with a distributed technical operations team and developers
  • Responsible for maintaining test environments to perform end to end testing
  • Responding to alerts during on-call rotation times
  • Maintain clear, concise and timely communications with affected parties during investigation and resolution of any individual or system-wide outage
  • Work with team to handle web sites and related inquiries
  • Work on minor enhancements and bug fixes production support
  • Meet required call handle times, benchmarks and metrics
  • Meet compliance requirements of the role

Network Engineer

Origin ITFS
03.2012 - 09.2013
  • Analyze network faults and incidents and assist in resolving them.
  • IT Support/help desk duties (phone, email, remote access, physical visit) including PC / Peripheral hardware / software error investigation / reporting
  • Pro-active approach to user interactions and resolutions
  • Experience with JIRA or similar ticketing system
  • Excellent knowledge of Desktop technical support, including current Microsoft Windows and Office versions
  • Experience working with networking technologies such as TCP/IP, DNS, DHCP, routing/subnetting, Wi-Fi and Firewall technologies
  • Server / Network Service error investigation / reporting
  • Continuously monitor network performance and troubleshoot issues to ensure optimal functionality.
  • Diagnose and resolve network-related problems, including connectivity issues, hardware failures, and configuration errors.
  • Use diagnostic tools and software to identify issues and recommend corrective actions.
  • Maintain accurate documentation of network configurations, procedures, and changes.
  • Provide technical support to end-users, addressing network access issues and other connectivity concerns.

Education

Bachelor of Engineering - Electronics And Telecommunication

Sathyabama University
05-2011

Skills

    ServiceNow: Governance Risk and Compliance (GRC), CMDB, Customer Service Management (CSM), IT Service Management (ITSM), HRSD, Custom Applications, UI Builder, MID server, Service Portal

    Version Control: GitHub

    Integrations: REST API, Scripted REST API, JIRA, MS Teams, Custom Application, ServiceNow, Monitoring tools, AWS, Manage Engine, SAP GRC

    Languages: HTML5, Java script, CSS

    Other Tools: Cisco, Avaya, 3C Logic, SolarWinds, ManageEngine, Amazon web service, JIRA, Azure, People soft, GitHub DevOps ci/cd pipeline

Certification

● Certified System Administrator (CSA)

● Certified Implementation Specialist – HRSD

● Certified Implementation Specialist – ITSM


Timeline

ServiceNow Senior Developer/Technical Lead

Wipro Technologies
10.2021 - Current

ServiceNow Senior Developer

Relevance Lab
01.2020 - 09.2021

ServiceNow Developer

Wipro Technologies
01.2019 - 01.2020

ServiceNow Developer

Servion Global Solutions
11.2015 - 01.2019

IT Operations Associate

Softcrylic
06.2014 - 10.2015

IT Operations Analyst

BlackNGreen Technologies
09.2013 - 05.2014

Network Engineer

Origin ITFS
03.2012 - 09.2013

Bachelor of Engineering - Electronics And Telecommunication

Sathyabama University

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