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Anusha

(Sr. Service-Now Developer/Admin)


Email: anuservicenow1@gmail.com
Phone: +1 516-874-4782

Professional Summary:

 Overall 8 years of Professional IT Experience and 5+ years of Experience in Service Now platform
as both Developer and Administrator.
 Strong knowledge in working with all phases of SDLC throughout the Project Life Cycle and
known SDLC models including agile community.
 Configured Applications using Service-Now tool used in ITIL Management. Strong understanding
of ITIL V3.
 Experience in Installation and Configuration of different modules of Service-Now.
 Extensive experience on technical implementation of various ServiceNow modules such as
Change Management, Incident Management, Problem Management, Service Catalog,
Configuration Management.
 Experience in SaaS software configuration and development using Web Services and Simple
Object Access Protocol, XML/RPC, and AJAX.
 Functional knowledge and implementation experience of IT Service Management (ITSM)
frameworks and demonstrated project management skills and experience working directly with
Customers and Clients.
 Hands on experience on Active Directory, LDAP and Single Sign-On (SSO) Integration.
 Expertise in Creating Filters, Global Prompts in Dashboards, Presentation Variables, and
Narrative Views to filter the data.
 Experience in Application Architecture, Analysis, Technical Design, Development,
Implementation, Performance Tuning, Testing, Configuration Management.
 Expert on Service Now Discovery module, comfortable deploying discoveries in a multi-
datacenter environment. Proven Service Now implementation experience.
 Expertise on creation of workflows for Service Catalog items in Service-Now.
 Extensive experience of integrating Service Now with 3rd party tools and implantation of SOAP
and REST API.
 Experienced in different custom applications for automating the business processes of
customer.
 Experience in Application Architecture, Analysis, Technical Design, Development,
Implementation, Performance Tuning, Testing, Configuration Management.
 Expert on Service Now Discovery module, comfortable deploying discoveries in a multi-
datacenter environment. Proven Service Now implementation experience.
 Experience in migrating between various environments in Service Now using Update Sets,
Import Sets.
 Experience in database designing by creating database objects such as Tables, Views, and
Indexes and developed code in the mid-tier server integrating Service Now with other IT
systems.
 Service-Now Administration and Production support including maintenance of lower life cycle
instances. Familiar with versions Jakarta, Helsinki and Geneva.
 Experience in working with UI Actions, UI Policies, UI Macros and Data Policies in ServiceNow.
 Excellent experience in ServiceNow Administration and Production support.
 Hands on experience in web development using HTML, CSS, JavaScript, AngularJs and
Bootstrap.
 Experience in creating scripts like Client Scripts, Catalog Client Scripts, UI scripts and UI Policies.
 Expertise in creating and maintaining Access Control Rules for securing and providing the right
access to right person/role.
 Expertise in application development using Java/J2EE, JSP, Struts and spring.
 Strong team player, ability to work independently and in a team as well, ability to adapt to
rapidly changing environment, commitment towards learning.

Technical Skills

 ITSM Tools : Service-Now versions Jakarta/Helsinki/Fuji/Eureka/Dublin/Berlin,


ITSM Suite, HP Service Manager, HP Asset Manager.
 Languages : C, C++, Java, J2EE, HTML, XML, JavaScript, Glide Script, CSS, SQL.
 Databases : Oracle9i/10g/11g, SQL Server 2008/2005/2003/2000.
 Application Servers : IIS 5.0, Apache, Tomcat, Weblogic.
 Reporting Tools : Business Objects, Crystal Reports.
 Operating Systems : Windows 7, Windows 2008/XP, UNIX, LINUX.

Training & Certifications

 Certified ServiceNow Application Developer.


 ITIL® Foundations Certification in IT Service Management (ITILF).

Professional Experience

MetLife, Greenville, SC Nov 2016 - Till Date


Role: Sr. Service-Now Developer/Sr. Admin

Roles & Responsibilities:

 Involved in analyzing the end user business requirements to understand the current ServiceNow.
 Designed and delivered technical methodologies around the ServiceNow platform.
 Gathered requirement for the sake holders 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 Agile method environment and implemented the changes required by the business
owners on a regular basis.
 Worked with business analyst to create and modify Service Catalogs and Request Workflow Design
and Configuration.
 Involved in creating and configuring the SLAs as per the requirement.
 Performed core configuration tasks including system policies, business rules and client scripts.
 Worked with windows team, network team, Asset team to check for the data collected through
discovery is accurate.
 Participated in meeting with SME’s and Project Mangers to analyze the requirements and
developing the workflow design of request items using Agile Methodologies.
 Assigning the production support tickets to appropriate users and user group.
 Construct Data Sources from several external applications, scripts to resolve approaching
information and change into ServiceNow.
 Managed and coordinated activities during the overall ticket life cycle in Incident and Problem
Management.
 Worked with business analyst to create and modify Service Catalogs and Request Workflow Design
and Configuration.
 Created notifications based on user requirements and configured inbound email actions to create
incidents or requests.
 Manage and deploy loaner computer and mobile devices, including responsibility for selection of
devices.
 Created and Maintained foundation data – User Accounts, Approvers, Support Groups, Sites
Production Categorizations, and Templates.
 Extensive Knowledge and experience in developing scripts using T-SQL for querying against
databases.
 Designing the Content Management System for various systems, which involved layout, CSS and
service catalog work.
 Created configuration processes with software tracking of Controlled items (CIs) in Configuration
Management Database (CMDB).
 Involved in Implementation, Customized and Maintenance of ITIL modules such as Incident,
Change, Problem, Knowledge, Service Catalog and CMDB in Service-Now.
 Design, develop and negotiate performance standards for Change Management and Prepared
performance reporting documentation for management.
 Involved in Change Review Board (CRB) meetings to give the different development solutions
possible for the change module that needs to be built on top of out of box of functionalities.
 Configuration of Email Notification and Alerts to notify users about specific activities in the system
such as updates to Change and Problem requests.
 Manage and coordinate activities during the overall ticket lifecycle in Incident and Problem
Management.
 Worked on Creating Users, Roles and Groups and load the data to service-now objects using import
sets on daily, weekly, monthly and on request basis.
 Raising ticket with Vendor while facing significant issues like instance down and Performance
issues.
 Configured MID server for discovery and instrumentation. Responsible for creating homepages
including basic reporting.
 Conduct audits of Asset, configuration and change management system to ensure the integrity of
data held within the system.
 Responsible for writing test plans and executing tests via automation and manually.
 Responsible for access control, security, minor enhancements such as form or workflow editing,
and UAT/Regression testing of any development.
 Converted manual steps to automated using the protractor plugin for workflow and service portal.
 Created test scripts for ongoing maintenance (bug fixes) and enhancements to ISTM modules,
Portal and New Service Catalog items.
 Composed a script to automate routine tasks being done in ServiceNow by creating an access
control rule (ACL) using scripting tools and ServiceNow functionality.
 Experience with Web Services integrations and with web services vi a APIs and worked on
Active Directory, LDAP, JAVASCRIPT, AJAX, CSS, XML, HTML and UNIX.
Environment: Service-Now Helsinki / Jakarta version, Java Script, JDON, jQuery, Prototype, Web services,
SOAP, SQL, XML, HTML, AJAX.

Verizon Wireless, Township of Warren, NJ Jan 2015 - Oct 2016


Role: Service-Now Developer/Admin

Responsibilities:

 Assisting client implementing the MSP (Managed Service Provider) instance for Service-Now
and Domain separation for ServiceNow Instances.
 Facilitating rollout of new applications and modules.
 Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
 Created various workflows for Incident Management, Change Management, Service Requests and
SLA's.
 The service we also provide to clients is a semi managed service for administering their Service desks
that has been implemented. This includes various administration tasks within Service desk software.
 Worked with windows team, network team and Asset team to check for the data collected through
discovery is accurate.
 Created new Business Rules/Script Includes/Client catalog script/Client Script.
 Imported many ci’s using import set tables.
 Imported Active Directory to Service now using data sources.
 Also worked on Asset Management and loaded the data into it.
 Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.
 Tracking of Incident from Opening to Closure, with timely communication to business.
 Communication with Business Clients and first point of contact/interface for application issues and
outages between Business and Technology Team.
 Creation and Estimation of efforts for software change requests or enhancements Team Progress
Tracking.
 Incident Management and Problem Management activities.
 Initiates, develops, designs and uses extremely complex databases.
 Develops and executes complex test plans.
 Develops conversion and system implementation plans.
 Prepares and obtains approval of system and programming documentation.
 Directs, analyzes, and prepares recommended changes in development, maintenance and system
standards having critical.

Environment: Service Now Eureka / Fuji version, Asset Management, Incident Management, Problem
Management, Fire eye, HTML, Java script, CSS, CMDB.

American International Group, Inc., Livingston, NJ Aug 2013 – Dec 2014


Role: Service Now Consultant
Responsibilities:

 Involved in analysis of end user requirements and business rules based on given documentation and
worked closely with tech leads and Business analysts in understanding the current Service Now
system.
 Developed solutions in the Service Now platform that are suitable and ITIL compliant, identify and
define business solutions for ITIL users.
 Facilitating rollout of new applications and modules.
 Design and implement new functionality using Business Rules, UI Policies, and Access Lists.
 Worked with business analyst to create and modify Service Catalogs and Request Workflow Design
and Configuration.
 Designing the Content Management System for various systems, this involved Layout, Angular JS,
HTML and CSS.
 Created new Business Rules, Script Includes, Client catalog script, Client Script using JavaScript.
 Configured multiple Catalog Items using JavaScript, Web services and CSS.
 Experience in SaaS software configuration and development using Web services and Simple Object
Access Protocol, XML, and AJAX.
 Experienced on Managing Service Now Infrastructure and integrating on SaaS based applications.
 Configured PPM suite and worked on the customization of the project portfolio management.
 Worked on the resource management for allocating time for the project users.
 Worked on PPM reports and dashboards as per business requirements.
 Created suggested relationships for configuration items in CMDB.
 Responsible for creating various workflows for Incident Management, Change Management, Service
Requests and SLA's.
 Worked on Creating Users, Roles and Groups and load the data to Service Now objects using import
sets on daily, weekly, monthly and on request basis.
 Integrated with Active Directory using LDAP for authentication and loaded users, groups and roles
into Service Now.
 Develop custom integration components (SSO, LDAP and SCCM) and integrate legacy systems with
Service Now using mid-server, web services, email and other relevant technologies.
 Responsible for creating homepages including basic reporting.
 Involved in running the daily and weekly jobs to push the data into the application using Import Sets
and Transform Maps.
 Setup E-Mail and SMS Notifications for incident and change management modules based on events
and data changes.
 Created standard workflows which are being re-used and propagated and handled many custom
events.
 Writing Catalog client scripts and UI policies to make client side changes.
 Configured Data Archiving to improve the search functionality in Service Now Platform.
 Created UI pages to use them in catalog items, Implemented using UI scripts.
 Creating Knowledge Articles to document the steps in creating the catalog items.
 Worked on order guides to arrange in sequential order to make user comfortable while raising a
request.
 Generating weekly reports and metrics for IT management.
 Document existing and future state business processes, define and document functional
requirements, and conduct information flow analysis and process modeling within and across
multiple business streams.
 Maintain the integrity of the Service Now tool across production and non-production environments.
 Provide training on Service Now process, operations, capability to all required teams.
 Involved in production support for all the service now related issues.
Environment: Service Now Berlin / Dublin version, Java Script, JSON, Angular JS, Jelly scripting, jQuery,
Prototype, Web services, SOAP, SQL, XML, HTML, AJAX, Integrations, Cloud services, ITIL, Incident
Management, Change Management, Problem Management. Service Request.

Adecco India Private Limited, Hyderabad, India Sep 2011 – Jun 2013
Role: ServiceNow Developer/Administrator

Responsibilities:

 Created service catalogs, including new catalog items, designing work flows and execution plans.
 Configured multiple forms for Asset module using Configuration Management Database.
 Extensive experience with Microsoft SMS/SCCM 2.0 & 3.1.0 integrations.
 Implementation, Customization and Maintenance of ITIL modules such as Incident
Management, Change Management, Problem Management, Knowledge, Service Catalog,
CMDB in Service Now.
 Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web
services, CSS, HTML5
 Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert
in troubleshooting Discovery tool.
 Worked on UI Macros to create pages as templates on requirement from the stake holders
 Created functional and technical specifications documents for various Service Now modules
 Integrating Service catalog module with “Netcool” monitoring tool using Web Services and fixing
the issues which come up while the tolls are getting interacted
 Writing script includes invoking them in reference qualifiers or variable scripting.
 Configured multiple forms for Asset module using Configuration Management Database.
 Resolving typical Users access and roles issues by checking active directory and users table.
 Creating database views to pull the reports on variables which are being used by catalog items.
 Writing Catalog client scripts and UI policies to make client-side changes.
 Creating the UI pages to use them in catalog items, implemented using UI scripts.
 Creating Knowledge articles to document the steps in creating the catalog items.
 Coordinating instance upgrade activities.
 Involved in performing migration activities Dev to QA, QA to Prod.
 Performed Unit Testing on all the reports created by team members before pushing to PROD.
 Involved in cloning activities like raising the request for cloning and excluding some tables to not
come under cloning.
 Worked on change management module by enhancing the tool to the stakeholders and made it
easy to understand.

Environment: ServiceNow Berlin version, SQL Server 2014, CSS, HTML, Web Services, CMDB, Windows,
JavaScript, Glide Script

Byte Code Systems, Hyderabad, India Jan 2010 – Aug 2011


Role: Testing Experience (Manual & Functional)

Roles & Responsibilities:


 Interacted with Users, Business Analysts and gathered business and technical requirements,
Reviewed business requirements, technical requirements and specifications.
 Involved in developing Test Methodologies, Test Strategy, Test Plans and test cases, Design and
developed the manual test for 5 modules.
 Analyzed system requirements specifications, developed Test Strategy, Test plans, Test Cases, Test
Data for manual testing of the functionality, GUI, Compatibility, performance, usability and User
Acceptance of the application.
 Created test data for validating scenarios based on functional requirements specifications.
 Created Test scripts and UAT test cases and coordinated with the UAT Team and Project manager and
performed User Acceptance Testing with the Users.
 Conducted integration testing, identified application errors, resolved issues through bridge calls.
 Provided management with daily status reports.
 Worked closely with cross-functional teams including Users, development, marketing, validation and
technical writing.
 Generated Change Requests for failed test cases and assigned them to responsible developers.
 Categorized bugs based on the severity and interfaced with developers to resolve them.

Environment: Agile, Windows, UNIX, SOAPUI, QC 10.0, UFT, SQL Server 2005, SQL PL/SQL JavaScript,
HTML, HTTPS, XML, MS Word, Excel, PowerPoint, Outlook, MS Visio, MS Project, Firefox, IE and Chrome.

EDUCATIONAL QUALIFICATIONS: Bachelor of Engineering in Computer Science from Jawaharlal Nehru


Technological University, Kakinada.