Quality Assurance Software Development
Resume:
Shyama Sundar Goud Dontha
ad69pw@r.postjobfree.com
SUMMARY
7+years of professional experience with Application development experience using ServiceNow and Agile methodologies and overall having 11+ IT industry.
Having Subject Matter Expert (SME) capabilities to provide the System requirement flows to the projects and ability to lead the projects and application.
Good understanding of enterprise IT architecture.
Requirement gathering sessions with various stakeholders, service owners and partners within ServiceNow.
Interacting with customers closely and achieving the project deadlines.
Implemented ITSM, CMDB, HRSM, CSM, FSM, ITBM (only Demand and project) modules for various clients.
Experience in all phases of Software Development Life Cycle (SDLC) - Project Analysis, Requirements, Design, Development, Testing, and Deployment and Documentation.
Implemented Agile development methodology and Scrum throughout the team/s, providing direction and support to development and quality assurance teams.
Managing the high-level requirements into technical solutions.
Designed and Architect Automation Workflows using ServiceNow, Flow Designer and Workflow Editor
Support and maintain all technical aspects of ServiceNow platform.
Worked on SOAP/REST Integration with third party tools like MS Graph, Dell, Web Methods, and MES.
Worked on SSO Integration with Azure AD and OKTA.
Experience in Service Management and Service Delivery Process (ITIL Framework).
Expertise in IT with good experience on ServiceNow Development, Maintenance and Administration.
Experience in designing, developing, customizing & administering ITSM, HRSM, ITBM suite of applications indipendtly.
Extensive experience on technical implementation of various ServiceNow modules such as Service Portals, Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Asset management.
Good Knowledge on CMDB and IT Asset Management Services (ITAM).
Extensive experience in activities related to Configuration like Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions, and Approval Process.
Created Custom email Notification for Service Catalogs.
Quick Learner with excellent analytical and Interpersonal skills.
Experienced in creating Update Sets to migrate groups of customizations from one instance to another instance.
Responsible for the delivery of Business Requirements Documents (BRD) within project timelines.
Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.
An effective communicator with excellent relationship building & interpersonal skills. Strong problem solving& organizational abilities. Good in leading, mentoring, coaching, and motivating team to deliver the best result.
EDUCATION
Master of Science
Sri KrishnaDevaraya University, Andhra Pradesh, 2010
Bachelor of Science
Sri KrishnaDevaraya University, Andhra Pradesh, 2007
CERTIFICATIONS
CIS-ITSM
Certified ServiceNow Implementation – IT Service Management, 2024
CSA-Admin
Certified ServiceNow Administration - Admin, 2010
TECHNICAL SKILLS
ITSM tools
ServiceNow, ITSM,FSM, CMDB, ITBM, HRSM, CSM, GRC
Languages
JavaScript, Angular JS, JSON, AJAX, HTML, XML, CSS, Web Services
Databases
MySQL, MS Access.
Operating Systems
Windows XP/Vista/7/10, LINUX, Unix, Mac.
Utilities
MS Office, MS Word, MS Excel.
Software Méthodologies
SDLC, Waterfall, Agile, SCRUM.
PROFESSIONAL EXPERIENCE
Kemet Electronics. Oct 2021– June 2024
ServiceNow Lead
Responsibilities:
Worked with team about development, testing and deployment of ServiceNow Applications.
Developed and implemented of ServiceNow ITSM, HRSM, FSM and ITBM modules.
Implemented the businesses plan, exercise, and recover from disruptions in their operations and collaborate with business analysts, stakeholders, and process owners to understand and document requirements for ServiceNow applications.
Designed and architect solutions within the ServiceNow platform to address business needs.
Implemented unit testing, integration testing, and user acceptance testing (UAT) to validate the functionality and quality of ServiceNow solutions.
Implemented and Hands-on development experience on HRSM platform
Worked independently to configure HRSM Foundation data, portal catalogs and plugin activities.
Lead the configuration and customization of ServiceNow instances.
Implemented and able to configure HR Case Management and enhancing the HR Life cycle management processes to improve the customer efficiency.
Manage user accounts, roles, and groups within the ServiceNow platform.
Assign appropriate permissions and access controls to users based on their roles and responsibilities.
Ensure compliance with security policies and regulatory requirements.
Working on gathering the requirements and modifications to provide the target dates on implement.
Assign appropriate permissions and access controls to users based on their roles and responsibilities.
Ensure compliance with security policies and regulatory requirements.
Create and maintain service catalogs, forms, and user interfaces.
Involved in various ServiceNow customizations as per client's requirement.
Working on gathering the requirements and modifications to provide the target dates on implement.
Maintain documentation of configurations, customizations, and code changes for future reference and audit purposes.
Perform daily support, administration, and maintenance of the ServiceNow platform, including scripting, configuration, integrations, and administration.
Work with department heads to document Business Requirement for utilizing ServiceNow for the business processes.
Environment: ServiceNow Washington – ITSM, ITBM, FSM,CMDB, HRSM, REST Integrations
Hertz Car rentals - (IBM - India) Feb 2020 – Sept 2021
ServiceNow Lead
Responsibilities:
Experience with development and implementation of ServiceNow ITSM modules - Incident Management, Problem Management, Configuration Management, Change Management, Knowledge Management or other ITSM application
Experience with extending the ServiceNow schema to custom applications.
Exposure to ServiceNow platform capabilities and tools like Discovery and Orchestration and other applications.
Involved in various ServiceNow customizations as per client's requirement.
Working towards improving ServiceNow usage in organization level.
Understanding the subscription module to reduce license purchases.
The groups and user roles are inappropriate and working on changing the procedures of the usage of license.
Working on gathering the requirements and modifications to provide the target dates on implement.
Provided security best practices to make instance secured.
Preparing training documents on each module to understand the process of modules.
Configure and maintain Incident, Problem, and Change Management processes in ServiceNow.
Customize incidents, problems, and change workflows, forms, and templates.
Monitor and report on the status and performance of ITIL processes.
Perform day to day support, administration, and maintenance of the ServiceNow platform including scripting, configuration, integrations, and administration.
Work with department heads to document Business Requirement for utilizing ServiceNow for the business processes.
Environment: ServiceNow – Quebec, ITSM, HRSM, CSM, REST, JavaScript, Html, Glide Script, Integration.
Fast Retailing (From DXC Technology - India) May 2019 – Feb 2020
ServiceNow Lead
Responsibilities:
Design, configure and Implement ServiceNow components to meet specific business needs to support ITIL and business processes that are simple, intuitive and easy to use, allowing customers to extend and customize.
ServiceNow specialized in IT Service Management (ITSM), IT Business Management (ITBM) applications and HRSD applications provides forms-based workflow application development.
Communicating with end users, identifying their difficulties, and changing the applications as per their requirement.
Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
Ability to integrate ServiceNow with third-party tools using REST.
Configured Service Level Agreements to define certain levels of service from both internal and external providers.
Worked on creating the UI pages to use them in catalog items using the UI Scripts.
Created Buttons and context menus both on form and lists using UI actions.
Worked on HR profiles, HR Life cycle, HR Services and HR portal service catalogs.
Worked on Demand and Project management for ITBM modules.
Extensively Implemented Service Now process of implementation for Incident Management, Problem Management, Change Management, Asset Management, Service Request Management (Service-Catalog).
Implement and maintain the Knowledge Base in ServiceNow.
Environment: ServiceNow Utah ITSM, HRSM- Service Graph connector Integrations.
Molson Coors (From DXC Technology –India) Mar 2017 – May 2019
ServiceNow Lead/Developer
Responsibilities:
Create and use update sets to move customizations between systems.
Provided analytical and technical expertise for ServiceNow configurations.
New fields were added to support the client requirement along with the set of business and client rules, UI customizations, to fulfill client requirement.
Perform routine administrative tasks such as managing system properties, schedules, and notifications.
Monitor system performance, health, and availability.
Ensure data integrity, consistency, and security within the ServiceNow platform.
Created basic reports, workflows, data imports for Incident, Problem, Service Request, PPM and Change ServiceNow modules.
Reviewed current ACL's and determined how to map to new user has access.
Responsible for analyzing, designing and developing business applications which involved customization, workflow administration, data imports, custom scripting using JavaScript.
Responsible for closing the open Incidents, Problems, Service Requests and Enhancement requests and communicating with the customer the status of the request, to ensure a timely customer satisfying result.
Responsible for providing analysis of problems and resolutions or fixes for the production issues related to Service Now platform within the Service Level Agreement.
Created many scripts includes Business rules (server-side code) and modified OOB ones.
Environment: ServiceNow London, ITSM, HRSM.
Ashland - India Nov 2015–Mar 2017
ServiceNow / Remedy Developer
Responsibilities:
Developed roadmap and blueprints to enable client transition to Service based organization with clear, realistic, and pragmatic goals that are aligned with strategic direction.
Worked on Report, dashboard designing with Performance Analytics.
Created many Reports, Indicators, Indicator sources, Breakdowns, Breakdown sources, Widgets, Dashboards, Custom relationships that help Business Owners in tracking and monitoring performance.
Created custom tables, joined tables through Database views and populated the fields through scripting.
Worked on various modules of ServiceNow like Incident management, change management, Problem management, Service Catalog, User Administration, Reporting and Discovery.
Involved in creation of Service Now Applications, Modules, tables, columns as per requirements.
Responsible for closing the open Incidents, Problems, Service Requests and Enhancement requests and communicating with the customer the status of the request, to ensure a timely customer satisfying result.
Responsible for providing analysis of problems and resolutions or fixes for the production issues related to Service Now platform within the Service Level Agreement.
Tata Consultancy Services - India Apr 2014–Nov 2015
Remedy Developer
Responsibilities:
Created many Reports, Indicators, Indicator sources, Breakdowns, Breakdown sources, Widgets, Dashboards, Custom relationships that help Business Owners in tracking and monitoring performance.
Having the good knowledge on Trouble Ticket Domain, Incident, and Problem.
Performing enhancements/ Customization and Integrating to the application.
Having Good Administration capabilities to maintain the Ticketing Application.
Creating and modifying workflow/ forms/ menus to fix the defect.
Creating/ modifying different documents for implementing the best Process.
Created custom tables, joined tables through Database views and populated the fields through scripting.
Artech Info Systems - India Feb 2013– Mar 2014
Remedy Developer (With IBM)
Responsibilities:
AT & T one Ticketing System Mobility (AOTS-M) earlier as CTS (Centralized Ticketing System) is an application designed and provide functional documentation as per the requirements.
Mobility network, including Trouble ticketing, outage reporting, abnormal analysis and data maintenance. It is a Remedy-based database that provides an efficient method for resolving.
problems and communicating network activities and events between AOTS-M user groups. AOTS is used for creating trouble tickets that communicate outages, customer problems, equipment.
Responsible for closing the open Incidents, Problems, Service Requests and Enhancement requests and communicating with the customer the status of the request, to ensure a timely customer satisfying result.
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