Pramod

Pramodp4843@gmail.com
(404) 513-0710

PROFESSIONAL SUMMARY

 Over 7+ years of experience in IT industry with SQL, PL/SQL programming and ITSM Frameworks.
 Over 5+ years of good experience on ServiceNow Development, Maintenance and Administration.
 Strong knowledge in in all phases of Software Development Life Cycle (SDLC) for enterprise
applications
 Experience in ITSM Suite of applications using ITIL V3.
 Good understanding and hands-on Glide Forms, Records, Scratchpad, AJAX and Glide System used in
UI Actions, Business Rules, Client Scripts.
 Experience in creating the custom Applications, Modules in ServiceNow as per the requirements.
 Experience in working on the ITIL Process Configuration like Incident and Problem Management,
Change Management, Knowledge Management, HRSD, CMDB, Asset Management, PPM, Demand
Service Catalog Management, Agile, Agent Workspace, GRC, CSM, and Performance Analytics in
ServiceNow.
 Experience on various ServiceNow customizations as per client's requirement.
 Configured and Implemented Discovery to populate CMDB.
 Configured and Implemented the Employee Service Portal for HR management.
 Experience in working on PPM Applications such as Demand, Project, Portfolio, Idea and Timecards.
 Experience on the Implementation and maintenance of Business Rules, Client Scripts
 Experience in working on Virtual Agent and Agent Workspace.
 Experience in developing Performance Analytics Dashboards.
 Experience in configuring the SLAs for various ITIL processes as per the client requirements.
 Experience in migrating configuration between various environments in ServiceNow using Update
Sets.
 Experience in creating Widgets and Pages for Service Portal.
 Experience in working with the workflows using ServiceNow workflow editor.
 Experience in working with Scoped Applications, Flow Designer and Integration Hub.
 Experience in configuring Cloud Accounts and Service Accounts for Cloud Management.
 Experience in creating Blueprints and Cloud formation templates for Cloud Management.
 Integrated ServiceNow with monitoring tools like Splunk, Sensu, SolarWinds, Nlyte, Netcool,Workday.
 Expertise on defining workflows in Service Catalog items, Approvals and Dynamic tasks in
ServiceNow.
 Experience in working with UI Actions, UI Policies, UI Macros and Data Policies in ServiceNow.
 Excellent experience in ServiceNow Administration and Production support.
 Knowledge in Design and development of CMDB (Configuration Management) in ServiceNow.
 Experience in setting up the Mid Servers across various regions.
 Expertise in doing CMDB bulk data, load data reconciliation with the help of transform map and
transform script.
 Excellent Client interaction skills and proven experience in working independently as well as in a team.
 Extensive experience of integrating ServiceNow with 3rd party tools with SOAP and REST services
 Configured SAML 2.0 Single Sign-on authentication, OKTA Single Sign-on authentication.
 Experience in application development using various advanced features of Oracle like Bulk Collect,
Autonomous Transactions, Dynamic SQL, and Collections.
 Experienced in writing complex PLSQL Procedures or Functions using advanced PL/SQL concepts.
 Proficient working experience in SQL, PL/SQL, Stored Procedures, Functions, Packages, cursor, ref
cursor, DB Triggers, table partition, Performance Tuning, SQL*Loader, and Indexes.
 Expertise in developing both Logical Modeling and Physical Data Modeling using Erwin.
 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).
 Aided clients with thoughtful experience and excellent communication skills with outstanding skills in
problem solving and analysis.
 Excellent work ethics, self-motivated, quick learner, and team oriented.

TECHNICAL SKILLS

ITSM Tools ServiceNow Dublin/Eureka/Fuji/Geneva/Helsinki/Istanbul/Jakarta/Kingston/London

Languages SQL, PL/SQL, XML, HTML, JavaScript, Angular JS

Operating Systems Windows, Unix, Linux, and Mac

PL/SQL developer, SQL*Plus, SQL*Loader, MS Office, MS Visio WINSQL, WINSCP,

Tools
Postman

CERTIFICATIONS

 Service Now Certified System Administrator

 Service Now Certified Implementation Specialist

EDUCATION

 Bachelor’s Degree in Computer Science Engineering - JNTU, India

  Master’s Degree in Computer Science- California State University

PROFESSIONAL EXPERIENCE

Client: Stanford Health Care, Palo Alto, CA Dec 2018 - Present

Role: Sr. ServiceNow Developmer/Administrator

Roles and 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 ServiceNow
system.
 Developed solutions in the service-now platform that are ITIL V3 compliant and defined business
solutions for ITIL users.
 Setup the process for Incident Management, Problem Management, Knowledge Management and
Service Catalog, and Project Management.
 Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs.
 Responsible for creating various workflows for Service Requests.
 Configured the HRSD application and customized as per the Client Requirements.
 Worked on HR Case Management, HR Service Portal and HR Administration.
 Created various record producers for HR case management based on categories such as Benefits,
Payroll, General.
 Configured HR knowledge base as per the requirements and created various categories.
 Configured assignment rules to auto assign HR cases to agents.
 Configured HR Templates for HR Services and Catalog items.
 Integrated ServiceNow with Workday to load the HR profiles.
 Configured Mid Servers and Discovery schedules, work on de-duplication tasks for CMDB.
 Worked on Integrating ServiceNow with Solarwinds, Nlyte, and Workday.
 Worked on loading the data into ServiceNow using import sets.
 Created Scoped Applications and Service portals as per the requirement.
 Cloned OOB widgets and customized as per requirement for Service Portals.
 Extensively worked on Customer Service Management as per the requirements.
 Configured foundation data such as Accounts, Contacts, Consumers, Users and Groups for CSM.
 Created Customer relationships, configured products, model and item relationships.
 Configured Data Models, CSM Case types and configured CSM portal.
 Integrated ServiceNow Case Management to client’s service management process.
 Integrated ServiceNow with Jira, a bi-directional integration using Rest web services.
 Integrated ServiceNow with Workday to pull user data and HR profiles.
 Created Record Producers for Case Management which are in CSM portal.
 Involved in upgrading the ServiceNow Platform from London to Newyork, Paris and Rome.
 Configured and Customized the Project Portfolio Management and Time Sheet Portal.
 Worked on enhancing the existing SOAP integration.
 Integrated ServiceNow with Java applications using Rest Web Service.
 Worked on Agent Workspace and CSM as per the requirements.
 Created various PA dashboards as per the requirements.
 Worked on Integration Hub by utilizing the spokes and integrating with external applications.
 Created flows using flow designer for Paris upgrade.
 Worked on creating users, roles, groups, Configured LDAP Server, and LDAP Listener for updating the
user and group table record.
 Load the data to service-now objects using import sets on daily, weekly, monthly and on demand.
 Loaded Assets and Configuration Items, Created relationships between CIs and Assets.
 Created Inbound web services using Scripted Web Services and Import Set Web Services between
Service Now and procurement Systems.
 Maintain the integrity of the service-now tool across production and non-production environments.
 Provide training on service-now process, operations, and capability to all required teams.

Client: Roche, San Francisco CA August 2017 – Nov 2018

Role: Sr. ServiceNow Developer/Admin

Roles and Responsibilities:

 Involved in gathering the user requirements and business rules based on given documentation.
 Designed and implemented new functionality using UI Policies and Data Policies.
 Implementation of different Applications, Modules, Tables and Views as per client's requirement
 Configured ITSM processed like Incident Management, Problem Management, Knowledge
Management and Service Catalog.
 Involved in setting up the Cloud Accounts for Cloud Management.
 Configured Blueprints and Cloud Formation Templates for Cloud Management.
 Integrated ServiceNow with home grown Java application for cloud info using Rest Web Service.
 Involved in integration of ServiceNow with Solar winds to monitor network and applications.
 Configured Quota Definitions and Capacity Rules for various Cloud Accounts as per requirement.
 Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs.
 Responsible for creating various workflows for Service Requests.
 Integrated ServiceNow with Cherwell using Rest APIs.
 The ServiceNow Cherwell bidirectional integration will update the incident tickets on both sides.
 Configured and Customized Customer Service Management case types, products.
 Configured Data model, Skill Management, Accounts, and relationships for CSM.
 Involved in migration between various ServiceNow instances using Update Sets.
 Worked on loading the data into ServiceNow using import sets.
 Imported Configuration Items (CI) from third party applications using import set tables.
 Experience in configuring email notifications in ServiceNow.
 Has been part of end user self-service portal management.
 Worked on integrating ServiceNow with Splunk.
 Involved in Upgrading the ServiceNow instances.
 Extensively used Java Script to write Business Rules, Client Scripts and Script Includes.
 Integrated ServiceNow with other tools using Rest and Soap Web Services.
 Created Inbound web services using Scripted Web Services and Import Set Web Services between
Service Now and procurement Systems.
 Configured Cloud Discovery Schedules as per the requirement.
 Maintain the integrity of the service-now tool across production and non-production environments.
 Provide training on service-now process, operations, and capability to all required teams.
 Designed the layout, CSS, dynamic content for the End User Self-Service Portal design.

Client: Citi Group, Irving TX Dec 2016– Jul 2017

Role: ServiceNow Developer

Roles and Responsibilities:

 Communicating with end users, identifying their difficulties, and changing the applications as per their
requirements.
 Created various front-end forms, and associated Client Scripts, UI policies, including advanced
customizations that require modification of UI Pages/Macros.
 Implemented best practice of ServiceNow Scripting, which enhanced the System performance.
 Designed Workflows, along with standard Workflow templates which can be reused.
 Strong knowledge of the server-side scripting Business rules and Script Includes.
 Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods,
testing, and training projects for multiple, diverse organizations.
 Orchestrated the efforts of vendors, and internal divisions/departments to internalize new IT Asset
Management processes.
 Integrated ServiceNow with Salesforce to get account details into a custom application.
 Implementation of changes to improve automation and efficiencies in ServiceNow.
 Manage ITIL Processes monitoring overall system performance using the System Performance and
System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
 Technical implementation of various ServiceNow modules such as Change Management, Incident
Management, Problem Management, Service Catalog, Configuration Management.
 Managed all Change Management Information (ServiceNow). Configured multilevel approval
workflow for the change request.
 Managing ServiceNow (Change Management) ITIL Automate and standardize business processes for
all Go-Lives. Consolidating all global IT to a single system of record.
 Involved in daily, weekly, and monthly meetings with client on the work progress and discussions on
the upcoming work.
 Responsible for Development Team Performance and involved in grooming & mentoring team
members on various processes.

Client: Apple INC, Sunnyvale CA Mar 2016 – Nov

2016
Role: ServiceNow Developer/Administrator

Roles and Responsibilities:

 Worked with process owners and business stakeholders to translate business requirements into
functional requirements within ServiceNow.
 Customization of form design and layout for various ITIL process for Incident Management, Problem
Management, Knowledge Management, Change Management, Asset Management and Service
Catalog.
 Use JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions.
 Created various workflows for Incident Management, Change Management, Service Requests and
SLA's.
 Assist in the import of configuration and asset data.
 Implementation, customization, and configuration of different Service Manager Modules like Change
Request, ESS, Service Desk, Service Catalog, Problem and SLM.
 Created various business rules, client scripts, catalog scripts, UI scripts, UI policies, UI actions.
 Prepared documentation for requirements, design, installation and unit testing and system integration
of Service-Now.
 Trained all the users of the reports on using Info View and exporting reports to various formats.
 Created Order Guides for New Employee and Contractor On boarding, Terminating Employee and
Transfer of Employees
 Involved in running the daily and weekly jobs to push the data into the application using Import Sets
and Transform Maps.
 Setup MID Server used by Discovery and troubleshooting problems with the tool configurations.
 Involved in generating the on-demand reports and scheduling report generation in ServiceNow.
 Maintained the versioning of the functional and technical specification documents in the SharePoint.
 Implementation of Custom Applications, Modules, Tables and Views as per client's requirement
 Contribute to technical discussions and be involved in the decision-making process with other senior
engineers to resolve product issues.

Aurobindo Pharma - Hyderabad, India Jan 2013 – Mar 2014

Role: PL/SQL Developer
Roles and Responsibilities:

 Developed PL/SQL Packages, Procedures and Functions for Various Extract Process run through UNIX
Jobs.
 Coded PL/SQL Packages and Procedures using Bulk Binding, for all Statements, Dynamic SQL and Cursor
Variables.
 Tuned PL/SQL Packages and Procedure to manipulate large no of data using collections like nested
tables and arrays.
 Coordinate with the application team (Java developers) to provide them with the necessary Stored
Procedures, functions, and packages (Stored Procedures, Functions, Cursors, Ref cursor) and the
necessary insight into the data.
 Created Schema Objects like Tables, Views, Materialized views, Sequences, Constraints, and Indexes.
 Developed and Deployed Traders Oracle REPORTS in Oracle Application Server 9i.
 Handled PL/SQL compile-time, runtime errors, and debugging Stored Procedure for business logic
modification, granting, and revoking Schema Object privileges and roles, responding to system events
through triggers.
 Generated Oracle FORMS and REPORTS using Designer 6i.
 Designed and Developed Reports using Oracle Discoverer 9i.
 Performed tuning and optimization on SQL queries using analyze, explain plan, TKPROF utility, SQL
Trace, and optimizer hints.
 Experience in developing logical and physical database design, data modeling using Erwin.
 Regularly analyze review the Crystal Reports developed and make enhancements to them if
recommended by the user.
 Developed cross tab reports, sub reports by using Crystal Reports version XI.
 Performed integration testing for checking complete functionality of various modules.
 Participated in daily status meeting to report any bugs, issues, and risks.
 Provided 24*7 production supports for complex modules.