SRI RAMOJI SHIVA KUMAR

Role: ServiceNow Administrator/Developer

Email: shivaramojisnow55@gmail.com
Mobile: +91 9908313795

PROFESSIONAL SUMMARY
• Having over 2 years of experience with major focus on Information Technology Service
Management using with Service Now.
• Experience in ITSM module like Incident Management and Problem Management and SLM.
• Experience in configuring Import Sets, SLA/OLA and Transform maps.
• Experience in creating scripts like Client Scripts, Catalog Client Scripts, and UI Policies.
• Experience in Creating Reports.
• Experience in Creating UI Policies, data Policies and UI Actions.
• Experience in Transform Maps and Update Sets and ACL's.
• Excellent experience in ServiceNow Administration and Production support.
• Imported data of different formats and types using transform maps to configuration
Management.
• Experience in Email Notifications (Outbound and In Bound).
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change,
Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Experience in Creating Custom Tables and Applications.
• Experience in Creating Users and Roles and Groups and Roles assigned to Users.
• Experience in coding Cascading Style Sheets (CSS), JavaScript.
• Ability to produce excellent work under extreme work pressure and tight deadlines.

TECHNICAL SKILLS
• Service Now (ITSM).
• Languages: HTML, CSS.
• Scripting: JavaScript.

PROFESSIONAL EXPERIENCE:

 Working with TECH MAHENDRA (Hyd), underpinningTruebees technologies pvt ltd,

Hyderabad.(4th JAN 2018 – Till Date)

PROJECTS DETAILS:
PROJECT:
Project/Work Location: AT&T/Hyderabad
Technologies:ITSMService Now
Duration : 4th JAN 2018 – Till Date
Role: ServiceNow Administrator/Developer

Description: As an Administrator, involved in handling tickets related to ServiceNow platform and

providing the root cause and resolution in the specified SLA duration. Also handled development in
Catalog items and involved in production support.

Responsibilities:
• Created Multiple Catalog items and applied Business logic as per the Client Requirement.
• Created UI policies and Client scripts as per the requirement.
• Involved in team calls for Technical requirement gathering.
 • Preparing functional and Technical design documents.
• Understanding client requirements and completing respective Sprint Task in given time.
• Raising impediment if there are any blockers and following up with the respective member
to fix that.
• Active participation in Bug-fixing that was raised by testing team.
• Creating users and Groups and assigning them respective roles as per the Client
Requirement.
• Knowledge on Creating Import sets transform map and Data source to import data from
external data sources.
• Requirement analysis and Develop workflows.
• Writing Business rules, Client scripts, UI actions and UI Policies as per the client requirement.
• Created UI Policies to make the fields visible, read only and mandatory.
• Provided access permission to users as per the Business requirements using Access Control
Lists.
• Worked on loading the data into ServiceNow using import sets.
• Involved in customizing the forms for the Incident, Change and Problem Management ITIL
processes
• Service Catalog and Request Workflow Design and Configuration.
• Worked on creating Users and Groups.
• Moving data into an instance using Import sets and Transform maps.
• Defining Service Level Agreements (SLAs), Notifications, and Reports.
• Different SLA’s configured for different modules based on user time zones and excluding
holidays.
• Worked on Email Notifications.
• Extensively worked on the Implementation, Configuration and maintenance of Business
Rules, Client Scripts and UI Policies.
• Created New ACLs or modified existing ACL to secure ServiceNow Data.
• Worked on Creating Custom Tables and Customizations on that.
• Involved in migration between various ServiceNow instances using Update Sets.
• Development of Service Catalog – Catalog items, designing workflows and execution plans.
• Notifications configured on incident and request management to send mails to responsible
users.
• New workflows design for incident Management and Request Management as per client
requirements.

EDUCATION:
 B Tech (C.S.E) from Raja Mahendra Institute of Technology & Management, IBP, Hyderabad.

DECLARATION:
I hereby declare that the information furnished above is true to the best of my knowledge and
belief.

Place: Hyderabad (Sri Ramoji Shiva Kumar)