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Customer Service Experience

Location:
Tracy, CA
Posted:
August 14, 2024

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Resume:

Anusha

ServiceNow Developer /Administrator

+1-707-***-****

ad7y63@r.postjobfree.com

Professional Summary:

•Qualified IT Professional with 7 years of Developer and Administrator experience in ServiceNow ITSM, ITOM, HRSD/HRSM, CMDB modules.

•ServiceNow CSM is managed a high volume of customer inquires via email, phone, and live chat, consistently exceeding company service level expectations. Provide personalized assistance, resolving issues promptly and ensuring a positive customer experience.

•ServiceNow CSM (Customer Service Management) is a set of designer workflows and tools

for connecting and tracking interactions with customers.

•Good conceptual knowledge in ITIL, Agile processes and experience of working within an agile SDLC framework.

•Excellent interpersonal skills, troubleshooting skill, proven team player with good analytical skills in solving bent problem and delivering design and Admin services in a highly stressful environment.

•Experience working on ServiceNow as Administrator and Developer in different domains.

•Extensive experience on technical implementation of various ServiceNow modules such as Incident, Problem, Change, Asset Management, CMDB (Configuration Management Database), CSDM, Knowledge Management, Request, Service Catalog, Custom Applications, and Integrations.

•Implementation of ITSM modules in ServiceNow using ITIL framework principles with strong

•understanding of ITIL V3, Deep functional and technical knowledge of Service Now.

•Experience in implementation and generating Business Rules, Script Includes, Data Dictionary, UI Actions, UI Policies, Client Scripts, UI Actions and Validations Scripts in ServiceNow using Java, JavaScript and Glide System. Worked on Employee Centre, HR and Service Portals.

•Extensive experience in creating and maintaining Access Control Rules (ACL) for securing and providing the right access to role-based applications.

•Experience in configuring Email notifications in ServiceNow, Scheduled Jobs, Script Actions, and Events for any scheduled actions.

•Experience in Configuring existing workflows and creation of new workflows using ServiceNow graphical workflow editor.

•Designing of various Service Catalog items using Designer and Record Producers and Defining workflows for the Catalog items, Approvals and Dynamic tasks in ServiceNow Knowledge in configuration of CMDB (Configuration Management), Asset management and use of Discovery and MID - Server installation in ServiceNow.

•Development of Service Portal for all ESS users using UI Pages, UI Macros, Dynamic Blocks, HTML, CSS, JavaScript, and Bootstrap.

•Expertise in doing CMDB bulk data loading using transform maps and transform scripts.

•Worked on integration of ServiceNow with External Authentication systems LDAP and SSO.

•Creation and maintenance of Critical Incident Reports and User Administration.

•Extensively worked on Business Objects Administration. Uploaded the reports and created users and groups and setting the rights on them using Central Management Console (CMC).

•Experience working in third-party integrations using SOAP and REST web services, handling XML and JSON data.

•Experience working with Waterfall, Agile and Scrum methodologies.

•Experience in developing, web based and standalone applications in J2EE technologies.

•Experience in web development and application development using HTML, JavaScript, and CSS, J2EE.

•Experience in reviewing and analyzing the project requirements.

•Very Good organizational, communication and documentation skills.

•Ability to handle to multiple tasks at a time.

•Ability to work independently as well as working in teams.

Technical Skills:

Languages

C, C++, Java/ J2EE, Python, JavaScript, Angular, XML, HTML, CSS, SQL

IDE’s

Eclipse, IntelliJ

Software Methodologies

SDLC, Waterfall, Agile, Scrum.

ITSM Tool

ServiceNow

Databases

RDBMS – SQL

Webservices

SOAP, REST

Certifications:

Certified System Administrator

Micro-Certification - Welcome to ServiceNow

Professional Experience:

Company: Change Healthcare, USA (Remote) May 22 – Present

Role: ServiceNow Developer

Responsibilities:

•Implemented, documented, and maintained the ServiceNow platform to meet specific business needs to support ITIL and business processes.

•Strong expertise in HRSD modules including Case Management, Knowledge Management, Employee Service Portal, and HR workflows.

•Designed, developed, and customized HRSD solutions to meet business requirements and improve HR service delivery.

•Implemented employee self-service portals, HR workflows, case management processes, and knowledge base articles within ServiceNow HRSD.

•Created custom HR forms, fields, UI policies, and client scripts to enhance user experiences and streamline HR processes.

•Integrated HRSD with external systems, databases, and third-party applications using REST APIs, web services, and integration connectors.

•Collaborated with HR stakeholders, business analysts, administrators, and IT teams to understand business needs, define technical solutions, and deliver HRSD projects on time and within budget.

•Designed and implemented custom workflows, business rules, UI policies, and client scripts to automate IT processes and enhance operational efficiency within the ServiceNow platform.

•Managed the end-to-end lifecycle of incidents and problems within ServiceNow, from initial logging to resolution and closure, while implementing proactive measures to reduce incident volumes and minimize business impact.

•Executed system administration tasks such as user and security administration, workflow administration, and data imports, ensuring system reliability and data integrity.

•Developed an onboarding order guide for the organization to help with new hire onboarding stuff. Experience in ServiceNow integration using Import sets and E-mail integration.

•Developed widgets and fixed widgets in Service Portal to enhance User Experience.

•Worked on Portals like Service Portal, Employee Center Portal, HR Portal.

•Worked on import sets, update sets on developing a completely new portal for HR.

•Requirements gathering for ServiceNow Configuration, Asset, Discovery modules and assist in the import of configuration and asset data.

•Worked on REST API as third-party application for Integration and have strong skills in the ServiceNow suite development by using SOAP/REST integration using SOAP/WSDL.

•Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.

•Configured Event Mapping Rules, Event Transform Rules, Alert Rules, Incident Templates.

•Integrated ServiceNow instances with third party vendor. Experience in performing outbound and inbound integrations using REST and SOAP. Have extensive knowledge and experience on Scripted REST API, Table API and Import Set API.

•Developed and configured Business Rules, Script Includes, UI Policies, Data policies, Client Scripts, UI Actions, Scheduled Jobs, Background Scripts, Fix scripts when required.

•Strong development experience and professional HTML, CSS, Java and JavaScript design patterns, Web Services.

•Configured various ACL’s for securing and providing the access to an authorized user.

•Created various ServiceNow applications, modules and tables as per the requirements.

•Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.

•Created Buttons and context menus both on form and lists using UI actions.

•Involved in the Complete Software development life cycle (SDLC) to develop the application. Used Agile Methodology and SCRUM Process.

•Created user profiles, Assignment rules, and Assignment groups and configure Lightweight Directory Access Protocol (LDAP) Server and LDAP Listener for updating the user and group table records.

•Created HR cases for employees to record the processing of HR requests, such as request for 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.

•Worked in discovery to update Computer related information on regular basis.

•Experience in Cloud based Discovery (AWS and AZURE).

•Worked on Orchestration to automate top and frequently used service requests.

•Involved in Azure integration also with knowledge on Jira and LDAP integration experience.

•Developed ServiceNow UI pages using AngularJS, HTML, CSS and JavaScript.

•Different reports are developed by using the Performance analytics and report editor.

•Experience in handling ServiceNow version and patch upgrades.

•Expert in handling Change Management and in resolving High Priority tickets like Incidents, Problem tickets etc.

•Created articles in Knowledge base and worked on Knowledge Management.

•Engage in day-to-day support and maintenance of 'ServiceNow' platform and its associated applications.

Environment: ServiceNow, JavaScript, HTML, CSS, AJAX, JSON, Angular JS, ITIL, Agile, ATF, Asset Management, Incident Management, Knowledge Management, Problem Management, Change Management, SRM, Orchestration, Web Services, MID Server, CMDB, SOAP, Discovery, and REST API.

Company: HPE, Austin, Texas August 19 – May 22

Role: ServiceNow Developer/ Administrator

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.

•Extensive experience in customizing and configuring ServiceNow according to organizational needs. Skilled in creating custom workflows, business rules, UI policies, client scripts, and notifications.

•Customized ServiceNow forms, views, and dashboards for various departments to improve data visibility and reporting capabilities.

•Proficient in administering various modules of the ServiceNow platform including Incident Management, Problem Management, Change Management, Asset Management, and Configuration Management Database (CMDB).

•ServiceNow often involves the integration of various system and data sources. Implementing data mapping includes defining how data from one system aligns with and is represented in ServiceNow.

•When integrating ServiceNow with other systems, especially through APIs, field mapping becomes crucial. This involves specifying how fields in ServiceNow correspond to field in external systems to ensure data consistency.

•ServiceNow specialized in IT Service Management (ITSM), IT Operations Management (ITOM) and provides forms-based workflow application development.

•Implemented the best practices of ServiceNow scripting to enhance the system performance.

•Created Data Sources for various external applications. Used Import sets and Transform maps to import data into ServiceNow.

•Configure ServiceNow HRSD including portal, Enterprise On boarding, Case Management, Knowledge Management. Developed widgets in Employee Center Portal.

•Configure ServiceNow HRSD suite and implemented HRSD roles, Services Configuration, Record Producers.

•Involved in creation of High-Level Design and Blue print for the Service Portal implementation. Created widgets in Service Portal.

•Experience with Service Portal to determine the users logging into the portal, and customization with a combination of system properties and script include.

•Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.

•Performed the task of using Discovery to load configuration information to CMDB.

•Run Discovery schedules and maintain CMDB table of newly discovered Configuration items.

•Performs integrations and process automations using Orchestration. Expert in setting up Mid Servers.

•Developed solutions using JavaScript, Web services, SOAP and other web technologies to integrate ServiceNow with internal/external systems and tools.

•Hands on experience on Scripted REST API, Table API and Import Set API using SOAP and REST messages.

•Worked on end-to-end implementation of CMDB module using Discovery tool in ServiceNow. Created Configuration Items and suggested CI Relationships.

•Worked on CSDM operations.

•Created events and events based scheduled notifications for log entries.

•Worked on Service Mapping to define business service, troubleshoot the discovery and mapping process as well create new discovery patterns.

•Design re-usable Workflows along with standard Workflow templates. Good knowledge on Flow Designer.

•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 reports, workflows, data imports for Incident, Problem, Service Request, and Change ServiceNow modules.

•Experience working with relational databases like MySQL.

•Experience in customizing Business Rules, UI policies, ACL’s, Client Scripts, Script Include. Worked on Reports, Dashboards, Scheduled Jobs.

•Done customizations Email templates and Email Notifications.

•Integration of service now with LDAP for user authentication purposes.

•Using integration with LDAP to create user accounts by importing from Active Directory.

•Experience of LDAP and SSO integrations with SN and custom builds using Mid Server, ODBC.

•Created Automated Test Frameworks (ATF).

•Communicating with end users, identifying their difficulties and changing the applications as per their requirements. Work directly with end users to resolve support issues within ServiceNow.

Environment: ServiceNow, JavaScript, HTML, CSS, AJAX, JSON, ATF, Agile, ITIL, Asset Management, Knowledge Management, Incident Management, Problem Management, Change Management, Web Services, MID Server, CMDB, SOAP UI, Discovery, Angular JS and REST API.

Company: Inteli Platforms, India December 13 – May 16

Role: ServiceNow Administrator

Responsibilities:

•Worked on Knowledge Management, Incident Management, CMDB & Asset, Problem, Change and Request enhancements.

•Managed and resolved IT incidents following ITIL best practices and organizational guidelines, ensuring minimal impact on business operations and adherence to SLAs.

•Communicated incident updates, status, and resolutions to stakeholders, users, and management effectively, maintaining transparency and managing expectations.

•Developed and delivered training materials, user guides, and documentation on incident management processes, empowering users and support teams to handle incidents efficiently.

•Designed and implemented automation solutions using ServiceNow Orchestration and Workflow Editor. Developed catalog items, variables, and workflows to automate routine tasks and streamline business processes.

•Developed widgets and pages in Employee Centre. HR Portals.

•Created and Imported articles in Knowledge Base.

•Strong documentation skills, reviews and present the documentation to the end users.

•Developed Service Catalog Items, variables, variable sets.

•Performed code reviews in Dev and post deployment validations in PROD environment. Worked on post upgrade testing and issue fix.

•Created Database views and configured /scheduled reports.

•Worked on Metrics for multiple custom applications.

•Worked on Automated Test Framework (ATF).

•Proactively worked as a production support managing incident and problem tickets by providing route cause analysis for resolution.

Environment: ServiceNow, JavaScript, HTML, CSS, Knowledge Management, Incident Management, Problem Management, Change Management, CMDB, ATF, Service Request Management.

EDUCATION:

•Bachelor of Technology in Computer Science and Engineering – 2012, JNTU Hyderabad, India.



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