Sushma M

ServiceNow Developer
sai23servicenow@gmail.com
+1 469-591-7053
https://www.linkedin.com/in/sushmah-s-4a329a28a/

Professional Summary:
 9+ years of IT experience which includes 6+ years of experience in ServiceNow that
involves Incident management, Problem management, Change management, Service
Catalogs, Release Management, Reports, Gauges, Asset Management, HRSD,
Configuration Management, and Knowledge Management.
 Extensive experience in Software Development Lifecycle (SDLC) managing project
scope, requirement definition, resource management, managing work schedules,
project status reporting, and project coordination and conflict resolution.
 Expertise knowledge in using Content Management System (CMS).
 Expertise in Design and development of CMDB (Configuration Management) in
ServiceNow.
 Hands-on experience leading all stages of system development efforts including
requirement, design, architecture, testing and support.
 Experience in configuring / maintaining / customizing ITSM 5.5/6.0/7.x/7.6.x
 Hands on experience on different ServiceNow environments starting from Eureka, Fuji,
Geneva, and Helsinki etc. and currently working in Quebec version.
 Elicited Requirements from client and created Service Catalog, catalog Items with
Variables and Variable sets.
 Strong skill set in the ServiceNow suite development including SOAP/REST integration,
Web Services, Discovery, Workflow, and CMDB.
 Ensuring SLAs are achieved according to Incident, Problem and Change Management
Processes.
 Designed Process flow diagrams & Cross-functional flow charts to provide clear
understanding of user perspectives across team.
 Participated in Service-now implementation by customizing the forms and Lists of
Incident & Problem Management tables.
 Involved in Incident Reporting and Change reports to track process of repairs and
determine the current quality of the application.
 In-depth knowledge about Direct Web service API of Service now, SOAP and WSDL.
Extensively worked with REST GET and POST using basic HTTP Authentication.
 Analyzing the Change Request Forms, Impact, categorizing and prioritizing and design the
risk assessment for change.
 Generation of Various reports providing information on Changes scheduled, unauthorized
changes implemented, Changes causing incidents etc. Backlog Changes were reduced by
50% with the help of report generated using Service-now.
 Capable of using Angular.js for collect to-do lists and managing them.
 Used Scripting to build an application with a systematic approach.
 Designed Workflows, creating approvals and Execution plans for the catalog items.
 Created UI pages for a better visual appearance in catalog items.
 Expertise in debugging and optimizing the performance of Catalog Client Scripts, UI
scripts and UI Policies.
 Used update sets, Notifications as part of customizing the Service-now.
  Expertise in creating and maintaining Access Control Rules for securing and providing the
right access to right person/role.
 Imported Data of different formats and types using transform maps to Configuration
Management.
 Experienced in writing Data Sources, transform maps and properly analyzing coalesce to
avoid duplicates.
 Verified finished tasks moving from one environment to other environment by using
Update sets.
 Handled all levels of system administration including gathering requirements, project.
Planning, budgeting, code implementation, development testing, change management
and training for the ITSM tool.
 Experience in Writing Technical Design Document and converting Functional Specs to
Technical Specs.
 Demonstrated ability to manage and direct internal/external clients around all key
technical decisions during project delivery and project work of advanced ServiceNow
development.

TECHNICAL COMPETENCIES:
Programming Languages
Web Technologies
Operating Systems
Data bases
Frameworks
Java, JavaScript, JQuery, SQL
HTML, CSS3, Bootstrap, XML and Angular JS, Servlets, JSP, JSON
Windows 2003, UNIX, Linux 7.1/9.2, HP- Unix, Sun Solaris, Windows
Server 2008 R2, UNIX, Red Hat Linux 6.0
Oracle 11g, MS SQL Server 2008 R2 and MySQL 5.6
Hibernates, Spring MVC, Web Services, JUnit, and Bootstrap

Professional Experience:

Elevance Health, Norfolk, VA Jan 2021 – Present

Role: ServiceNow Developer
Responsibilities:

 Proficient in configuring and customizing SNOW modules including Incident

Management, Problem Management, Change Management, Service Catalog, Knowledge
Base, and CMDB.
 Designed and implemented solutions that enhance ITSM and ITOM workflows, ensuring
seamless service delivery.
 Managed Incident Management processes, ensuring adherence to SLAs and timely
resolution.
 Tracked the complete lifecycle of incidents, introducing improvements and simplifying
Parent/Child incident relationships.
 Analyzed and resolved problems within Problem Management, identifying root causes
and implementing preventive measures.
 Contributed to effective Change Management by analyzing change requests, evaluating
risks, and ensuring successful changes while minimizing disruptions.
  Designed and developed custom business applications within SNOW, tailoring solutions
to specific business needs.
 Utilized JavaScript scripting for customizations, workflow administration, and data
import processes.
 Actively participated in scripting tasks, including writing Business Rules, Client Scripts,
UI Actions, UI Policies, Script Includes, Data Policies, Fix Scripts, and Access Control
Rules.
 Designed interactive and user-friendly Service Portals using a combination of HTML and
AngularJS.
 Leveraged Service Portal to improve user experience and simplify service request
processes.
 Actively participated in successful instance upgrades from Orlando to Quebec,
demonstrating proficiency in version management.
 Communicated with external systems using SOAP Messages and REST APIs, enabling
seamless data exchange between SNOW and other platforms.
 Introduced AngularJS Plugin enhancing front-end views and creating engaging Service
Portal interfaces.
 Designed and implemented new functionality within Change Management to capture
environment changes, utilizing Business Rules and Script Includes.
 Enhanced audit capabilities, contributing to better change tracking and compliance.
 Managed error handling during data updates from external systems like Workday,
ensuring data integrity and system stability.
 Created custom tables to capture specialized data, expanding the platform's capabilities.
 Designed HTML email templates for various notifications, enhancing communication
effectiveness within SNOW processes.
 Utilized reporting capabilities to create insightful reports and dashboards for informed
decision-making.
 Contributed to the optimization of the Approval process, ensuring streamlined and
efficient decision-making.
 Created essential development documentation, including technical designs and developer
notes, ensuring knowledge transfer and team collaboration.
 Employed best practices for customization migration, including creating, previewing,
committing, and merging update sets for seamless instance-to-instance transfer.
 Worked with SPM modules to define, catalog, and categorize various services provided
by the organization.

Vanguard, Charlotte, NC Sep 2018 – Dec 2020

Role: ServiceNow Administrator/ Developer
Responsibilities:
 Gathering Requirements from client and creating catalog Items with Variables and Variable
sets.
 Creation of Workflows and Execution plans for the catalog items.
 Creating approvals in workflows and execution plans. Creation of UI pages for a better
visual appearance in catalog items.
 Service Catalog design and workflow design based on the approval and fulfillment process.
  Implemented Service Catalog enhancements and issues, which come up while the tolls are
being interacted.
 Implemented Human resource (HRSD) module based on the requirements.
 Played key role in the development and support of Infrastructure Deployment Catalog in the
Service Catalog to acknowledge and process all the build requests effectively.
 This is end-to-end development of the catalog, which includes requirement analysis, catalog
form design, workflow design along with the dedicated catalog home page using CMS.
 Web development experience Using HTML, Angular JS in developing dynamic websites with
emphasis on Service Portal.
 Participating in both projects and monthly maintenance cycles.
 Responsible for the ServiceNow tool administration module and creation of new Users,
Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout
Freeze rule.
 Actively Involved in End User Portal design, and the ongoing support and maintenance
using CMS application ServiceNow.
 Maintaining product catalog to import the configuration item records.
 Writing Business rules, Client scripts, UI actions and UI Policies as per the client
requirement.
 Making sure that asset table mandatory fields are filled while importing.
 Implemented Record Producers to create incidents for emergency Service requests and
creation of Change requests.
 Generated Buttons and context menus using UI actions on forms and lists.
 Developing custom Tables, Fields and configuring Access Controls over them.
 Experience building and coding Configuration Management Databases (CMDB).
 Experience with using mid server, web services, email, and other relevant technology to
integrate tools with ServiceNow.
 Interacting with testing analysts and solution designer to fix defects.
 Creating the different types of Knowledge articles.
 Importing the Knowledge Articles different external sources like excel sheets using data
sources and transform maps.
 Need to make sure that Knowledge articles are available from Incident Management as per
Meta tags.
 Actively participated in upgrading the instance from Geneva to Helsinki.
 Good knowledge on Single Sign on and event-based integrations.
 Trained the end users to effectively use the reporting application to build and customize
their reports.
 Well experienced in 24x7-production support, which includes maintenance etc.

NextEra Energy, Fairfax, VA Jul 2017 –Aug 2018

Role: ServiceNow Developer
Responsibilities:
 Actively participated in meeting with Project & Program managers to analyze the
requirements and develop workflow designs by following traditional Agile/Scrum
methodology using the SDLC application in CISCO production Instances.
 Responsible for providing Service-Now customization to end clients. I have been utilized to
roll out various applications such as Incident, Problem, SLA, Service Catalogue, Change
Management, Project Management and many more.
  Involved in importing/integrating data, through various means, such as WEB Services,
LDAP, JDBC and importing via spreadsheets; I have built WSDL's for integrating third party
tools, as well as building scripted web services using script includes.
 Assisting client implementing the MSP (Managed Service Provider) instance for Service-
Now and domain separation for Service-Now Instances.
 Created templates for Incidents and Change Requests.
 Moving Update sets from one environment to another environment using team
development.
 Writing Scheduled jobs and schedule imports depends on the requirements.
 Resolving incidents raised by the users on day-to-day business process.
 Writing Notifications and changing the users for receiving the mails.
 Script includes and invoking them in Business rules and Client Scripts.
 Performed Data migration of CI Attributes for CMDB using import sets.
 Gather the user business requirements and develop the reports based on that.
 Understand the functional business logic to implement into the report level to meet the user
requirements.
 Provided access permission to users as per the Business requirements using Access control
Lists.
 Created roles, views and user groups pertaining to the use cases.
 Implemented system security by using ACLs and Roles.
 Deploying the developed code to Stage/UAT/Production instances using Update Sets.
 Configuring Data Sources, Import Sets, SLA/OLA, LDAP and Transform maps.
 Providing support during the UAT process and postproduction deployment.
 Working with User Management to add, update and deactivate users in ServiceNow as these
are based on licensing.
 Create test cases at the time of testing and prepare the Doer-Checker document for every
release cycle.
 Responsible for managing Clone Scheduling processes & Asset Management role request
functionality.
 Monitoring the System Performance on regular bases based upon the Performance Graphs.
 Tracking and Analysis of long running scheduled jobs, imports, and user’s transactions with
the possible performance implications.

Amex, Phoenix, AZ Oct 2015 - July 2017

Role: ServiceNow Developer
Responsibilities:
 Worked on Workflow administration, Reporting, Form/UI configurations, Notifications,
data imports, custom scripting.
 An extensive hand on various scripting API’s present in ServiceNow platform, Service
Catalog and Request Workflow Design and Configuration.
 The service we also provided to clients is a semi-managed service for administering their
Service desks that has been implemented. This includes various administration tasks within
Service desk software.
 Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough
to the entire team to execute the steps.
 Planning and coordinating the execution of Implementation along with Technical/Business
validations post every Maintenance/Major release in ServiceNow.
 Writing Data Sources, transform maps and properly analyzing coalesce to avoid duplicates.
  Maintain service level agreement (SLA) and monitor an SLA workflow.
 Perform minor enhancements requests to the client’s ServiceNow instances, including
changes to the user interface, system properties, foundation content and modification to
existing workflow.
 Configure Users, company, site, location and other existing fields and configured Support
Groups, assignment rules, categorizations, CI data, SLA.
 Involved in designing, development of Home Page, Place Order for Service Catalog,
Knowledge base, create a service ticket, Schedule a call from the service desk and schedule a
time for solving the issues with one to one personally.
 Involved in creating of My Dashboard where it contains My Requests, My Incidents and a
search bar for searching of Incidents.
 Involved in creating of IT New Flash where the day-to-day news are getting scrolled by
using the knowledge articles.
 Worked with User Interface (UI) policies, data policies, UI actions, business rules and client
scripts, activate plug-ins, import sets, update set.
 System administration, account administration, data loading/ manipulation/ maintenance
and application troubleshooting.
 Created workflow activities and approvals, Control system access and data security,
configure service level agreements (SLAs), Control access to the application and its records.
 Designing, coding, and testing technical solutions for ServiceNow implementations.
 Understanding of Change Management, Configuration Management and Release
Management

Billion Apps, India Jul 2012- Jun 2015

Role: JAVA/J2EE DEVELOPER
Responsibilities:
 Developed Servlets and JSPs based on MVC pattern using Struts & Spring Framework
 Developed user interface using JSP’s, HTML, XHTML, DHTML, CSS, Java Script, JSP Custom
tags.
 Developed Java Classes for implementation of Persistence of objects and Caching of Data
using Hibernate framework.
 Configured Hibernate objects as Spring Beans in the Spring Configuration File.
 Creating Hibernate POJOs, hibernate mapping files for all database tables.
 Extensively used POJO such as Multi-Threading, Exceptions, and Collections.
 Deployed the jar, war and ear files on the WebLogic Application Server.
 Developing GUI Screens using JSF (IBM Implementation) and for Ajax functionality.
 Involved in Unit Testing, Data Integration Testing and System Testing etc.
 Involved in creating Database SQL and PL/SQL queries and stored Procedures.
 Used Web Logic Application Server to deliver a new class of enterprise applications that
enhance business interactions and transactions between a company and its key
constituencies.
 Wrote, debugged ANT, Maven Scripts for building the entire web application and deploy
them on WebSphere.
 Used Web Logic Application Server to deliver high performance and scalability.
 Developed SQL statements to improve back-end communications.
 Developed servlets for Document Upload, image streaming and caching the data.
Environment: JSP 2.0, JDBC, HTML, OOAD, Servlets, Web Services, Maven,
Rational Rose, WSAD 5.0, UML, Java 1.6, EJB 2.0, Hibernate, AJAX, CVS, XML/XSL, WebLogic