It Service Management

ARUNA KUMARI NAGABHIRU

856-***-**** LinkedIn: https://www.linkedin.com/in/aruna-a0b262303/ ad89mx@r.postjobfree.com

PROFESSIONAL SUMMARY:

Over 5 years of experience in Service Now platform Implementation, Support, Development Administration, ITSM Development and ITSM Consultation.

Worked in Traditional life cycles as well as in Agile Methodologies and Good Understating of IT Service Management (ITSM) and ITIL Business process.

Accumulated requirements from stakeholders at different stages to influence ServiceNow within organization on end client self-enablement portal using Content Management System (CMS).

Knowledge in Design and development of CMDB (Configuration Management) in ServiceNow.

Extensively worked on Configuration and maintenance of UI Policies, Client Scripts, Business Rule.

Experience with scripting in the ServiceNow platform using Java Script, Glide API, Business Rules, Client Scripts, UI Actions, UI Pages, Angular JS, Jelly Script and UI customization.

Proficient in deploying and managing advanced ServiceNow modules including Employee Center and Vulnerability Response (SecOps), equipped with comprehensive skills in LDAP/AD configuration for streamlined access and identity management.

Demonstrated expertise in automating and customizing workflows, forms, and business rules to meet intricate business requirements, significantly improving operational efficiencies and user experiences.

Extensive knowledge of Front-End Technologies: HTML, CSS, JavaScript, jQuery, AngularJS, XML, XSL, and XSLT.

Experience working on SaaS (Software as a Service) based tools (ServiceNow), with focus on implementing ITIL processes.

Functional knowledge and implementation experience of IT Service Management ITSM frameworks and demonstrated project management skills and experience working directly with customers and clients.

Experience developing and delivering Onsite-Offshore model.

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

Experience in Data migration Projects which uses SQL Loader, PL/SQL programming, coding Procedures, triggers, and functions.

SKILLS:

ITIL

ITSM, ITIL, Service Now, LDAP, ABAP

ServiceNow Versions

Orlando, Paris, Quebec, Rome, Santiago, Washington

Programming Languages

C, JAVA, JavaScript, SQL, PL/SQL, Python

J2EE

Servlets, JSP, JSTL, Struts, Ajax, EJB, Spring IOC, Java Beans

Software Methodologies

SDLC, Waterfall, Agile, XP, Scrum

Web Services

SOAP, REST (Inbound and Outbound in ServiceNow)

Cloud Platforms

AWS

Scripting

Glide, Jelly, Ajax, Java Script, Angular JS

PROFESSIONAL EXPERIENCE

Skillo Inc, Charlotte, NC September 2023 - Present

Role: ServiceNow Developer (Intern)

Responsibilities:

Develop high-quality integrations between the internal HPSM instance and the external ServiceNow instance.

Participated in designing the Authentication and Entitlement services on REST and SOAP.

Worked on fixing bugs and doing enhancements for Incident, Problem, and Change management and Service Catalog modules.

Utilized SQL to perform data extraction, manipulation, and reporting tasks, ensuring accurate data flow between integrated systems.

Employed Python scripting to automate various tasks and improve system efficiency.

Developed high-quality integrations using scripting languages such as JavaScript and Glide API to connect internal HPSM and external ServiceNow instances.

Played a key role in the administrative aspects of ServiceNow, including managing configurations and permissions.

Supported in configuring LDAP/AD integrations to streamline user account and group management within ServiceNow, enhancing system security and access control.

Participated in the development of Vulnerability Response (SecOps) modules, assisting in scripting and testing client scripts to automate and improve security incident response workflows.

Assisted with Employee Center setups, customizing user interfaces and workflows to improve employee interactions with IT services.

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

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

Gathered SOAP WSDL, SOAP endpoint, and credentials to trigger the integration and validate the response based on input values.

Built SOAP integration to get HR data from Employee Central via Dell Boomi for HR module.

Built Business rules, client scripts and UI pages to complete the SOAP call completed and populate data accordingly.

Built workflows for HR Module including generating tasks for different teams and approvals at various levels for every request created.

Worked with other developers to deliver solutions for enhancement requests, break fixes, hot fixes, and new features for Service Now Telecom Modules like TNI, Service Bridge, Telecom extended CMDB, FBBNI, FBBNB, TDA, etc.

Worked on Discovery and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.

Working on VMware realize Automation (VRA) and realize Orchestrator (VRO).

CUSPYD, Hyd, India August 2020 - December 2022

Role: ServiceNow Developer/Administrator

Responsibilities:

Developed and customized scripts using JavaScript to enhance functionality and meet business requirements.

Created and maintained Business Rules for automation and data validation.

Managed SQL-based data migration projects, utilizing SQL Loader, PL/SQL programming, and SQL queries for efficient data manipulation and reporting.

Applied Python scripts to enhance data processing, workflow automation, and integration tasks.

Customized ServiceNow forms, UI, and automation processes using scripting languages like JavaScript, Glide API, and Jelly Script.

Developed and customized Python scripts for task automation, data processing, and integration tasks, enhancing workflow efficiency within ServiceNow.

Integrated ServiceNow with AWS using Python-based APIs to automate and streamline cloud-related processes.

Developed and maintained integrations with third-party systems using REST and SOAP APIs, focusing on improving LDAP/AD synchronization to ensure robust user authentication and directory services.

Customized and administered the ServiceNow Vulnerability Response (SecOps) application, developing scripts and workflows to automate vulnerability management and enhance security protocols.

Enhanced Employee Center modules by customizing forms, workflows, and catalog items to meet specific business needs, improving service delivery and user experience.

Led ServiceNow administration tasks, including user role management, configuration settings, and system maintenance.

Designed and maintained Service Catalog items, including forms, workflows, and approval processes.

Customized Catalog Items to meet user needs and improve the service delivery process.

Developed and maintained integrations with third-party systems using REST and SOAP APIs.

Automated data synchronization and business processes between ServiceNow and external systems.

Customized ServiceNow forms and UI using HTML and CSS to enhance user experience.

Designed and implemented user-friendly interfaces for various applications within ServiceNow.

Used GlideRecord to perform CRUD (Create, Read, Update, Delete) operations on ServiceNow tables.

Retrieved and updated data to support business processes and reporting needs.

Configured and customized GlideForms for better data entry and user interaction.

Enhanced form functionality using UI policies, UI actions, and client scripts.

Wrote and maintained Client Scripts and Script Includes to extend ServiceNow functionalities.

Developed server-side scripts for automated workflows and data processing.

Developed custom reports and dashboards to provide insights into system performance and usage.

Created and scheduled reports to support business decision-making.

Ensured compliance with organizational policies and industry regulations.

Implemented and maintained audit trails and logs for security and compliance purposes.

Developed and maintained documentation for processes, procedures, and configurations.

Provided technical support and training to end-users and administrators.

Insert V Consultancy Services November 2018 – July 2020

Position: ServiceNow Developer & Implementation

Client

Role: ServiceNow Developer & Implementation (Full-time) May 2019 - July 2020

Responsibilities:

Developed and maintained Inbound Action scripts for process automation.

Customized Catalog Items to meet specific business requirements.

Implemented and managed Access Controls, Service Level Agreements (SLAs), Surveys, and reporting.

Provided solutions for enhancement requests through JavaScript development and workflow implementation.

Implemented SQL queries to streamline data integration, validation, and reporting tasks, contributing to the overall success of various ServiceNow modules.

Developed and maintained Python scripts for task automation, data processing, and workflow enhancement within ServiceNow.

Created and managed scripts (JavaScript, Glide API) to customize ServiceNow functionalities, such as Business Rules, Client Scripts, and UI Actions.

Managed the ServiceNow platform's administrative aspects, including Access Controls, SLAs, and system configurations.

Implemented and managed Access Controls and LDAP/AD configurations across ServiceNow instances to ensure secure data access and compliance with IT security standards.

Developed custom solutions for Employee Center, focusing on integrating it seamlessly with existing HR systems to enhance employee engagement and centralized service management.

Customized and implemented advanced workflows in the Vulnerability Response (SecOps) application, streamlining the response to security threats and improving incident reporting.

Developed Python scripts to automate data processing and integrate ServiceNow with AWS for enhanced cloud management capabilities.

Created custom APIs using Python to facilitate secure data transfer between ServiceNow and AWS, ensuring efficient communication between systems.

Collaborated with clients to clarify requirements and refine applications.

Managed the deployment of update sets across instances.

Designed various workflows for Catalog items to streamline processes.

Customized modules and implemented workflows using ServiceNow Business Rules, UI actions & UI policies, and client scripts.

Utilized ServiceNow for Service Catalog Items, Forms, Form Layouts, and related lists customization.

Ensured table and field level security through the Access Control List (ACL).

Designed and implemented various Catalog items and Record producers.

Configured and personalized Notifications for effective communication.

Implemented and customized UI Policies, UI Actions, and Client scripts.

Managed Service Level Agreements (SLAs) to meet service performance targets.

Role: ServiceNow Developer & Implementation (Intern) November 2018 - April 2019

Responsibilities:

Involved in ServiceNow upgrade activities.

Created Knowledge Bases and Knowledge Articles for the Change Management module.

Created various UI policies and UI actions and was experienced in writing advanced UI policies and UI action scripts.

Created notifications based on business needs and configured inbound email actions to create incidents or requests.

Responsible for generating reports using tables and data sources in Service Now.

Worked on scheduling reports in Service Now.

Responsible for creating users, groups, and roles. And experienced in exporting and importing data.

Experienced in creating SLAs, and schedules and attaching schedules to the SLAs.

Experienced in handling update sets. Merging, Retrieving, and Promoting update sets from one environment to another.

Utilized SQL to support data migration, reporting, and integration tasks across various ServiceNow applications.

Involved in upgrading ServiceNow modules, including updates to Employee Center and Vulnerability Response applications to enhance functionality and user interface.

Configured LDAP/AD settings within ServiceNow to optimize the management of user roles and permissions, ensuring compliance with organizational security policies.

Contributed to the development of custom applications and integration solutions, focusing on enhancing LDAP/AD integrations and automating security responses in the Vulnerability Response module.

Contributed to automation and enhancement tasks using Python scripting.

Involved in scripting activities such as developing and enhancing Client Scripts, Business Rules, and Script Includes.

Assisted in the administration of the ServiceNow platform, including user management, system upgrades, and configuration settings.

Performed and coordinated Instance upgrades to latest versions.

Created homepages including basic reporting, gauge configuration, and dashboard presentation.

Coordinating and working with team, Business Analysts, and project managers in gathering requirements and business needs required for the project.

Experienced in redesigning workflows and finding different approaches to modify complex workflows into simpler form.

Created Workflow, Sub flows, and Tables in both Istanbul and Jakarta.

Worked on configuring and customizing forms on various applications like Incident, Change, and Service Catalog.

Experienced in writing and enhancing the client scripts, business rules, and script includes.

Implemented Workday Integration for Business Assets synchronization.

Designed and developed custom application internal business processes.

Re-designed Change Management to address additional business processes.

Used Glide Record to retrieve and update data on different businesses.

CERTIFICATIONS AND TRAINING:

IT Service Management (ITSM)

ServiceNow Certified System Administrator

EDUCATION:

Master of Science in Information Technology & Management

Bachelor in Electronics and Communication Engineering

PROJECTS:

Bachelor's Project: ServiceNow Development

Description: Designed and implemented a ServiceNow solution for a student helpdesk to streamline IT support requests and issue tracking.

Key Responsibilities:

Collaborated with IT staff and students to gather requirements and understand support workflows.

Customized Service Catalog items for common IT requests such as password resets and software installations.

Implemented automated email notifications for ticket updates and resolutions.

Conducted user acceptance testing and gathered feedback for iterative improvements.

Technologies Used: JavaScript, ServiceNow Service Catalog, Email Notifications.

Master's Project: ServiceNow Administration and Integration

Description: Led a project to integrate ServiceNow with a university's student information system (SIS) to automate student record updates and streamline academic processes.

Key Responsibilities:

Worked closely with university administrators and IT teams to understand SIS data structures and integration requirements.

Developed custom scripts to synchronize student enrollment, grades, and course information between ServiceNow and the SIS.

Conducted performance testing and optimization to ensure smooth data transfer and minimal latency.

Provided training and documentation for university staff on using the integrated system.

Technologies Used: JavaScript, ServiceNow IntegrationHub, REST APIs.

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