RAVI TEJA

Servicenow Developer
mraviteja836@gmail.com
+91- 9390556079
OBJECTIVE:
 A Qualified IT Professional with 5+ years of experience as a ServiceNow Developer/administrator in Designing,
Configuring, Administering, Scripting, Customization, Deployment, and Integration of the ServiceNow ITSM
platform, Performance Analytics.
 Experience in designing, developing, customizing & administering ITSM suite of applications.
 Experience in Installation and Configuration of different modules of ServiceNow.
 Strong experience in JavaScript.
 Experienced in all phases of Software Development Life Cycle (SDLC), quality management systems and project life
cycle processes.
 Extensive experience in activities related to Configuration like Creating Roles, Profiles, Email Services, Page
Layouts, Workflow Alerts and Actions, and Approval Process.
 Experience in working with Content Management System (CMS) using Jelly Script and UI Macros.
 Developed a web-based reporting for Credit Monitoring System with HTML, JSTL 1.2, Custom tags.
 Involved in Data Integration and Migration with the existing Legacy systems using data loader.
 Experience in working with Workflows, Import Sets, and Update Sets.
 Working Experience with CMDB and Asset Management Services: Business Services and Configuration item
relationships.
 Played a key role in Development and design of Self-Service Portal.
 Working experience with relational databases like Oracle, MS SQL Server, My SQL.
 Understanding of IT service management (ITSM) and the ITIL business process. Maintain service level agreement
(SLA) and monitor an SLA workflow.
 Proven experience on Incident, Problem, Change, Service Catalog requests, Reports and Web Service Integration
along with MID Server.
 Experience in ITIL, ITSM processes, Web services, Business Rules, Client Scripts, Workflows, Web Protocols, and
Service Catalogs in ServiceNow.
 Experience in migrating between various environments in ServiceNow using Update Sets.
 Experience on creating, monitoring, modifying, and publishing service catalog workflows with approvals.
 Profound experience in creating access control rules (ACL). Use of scripting tools and ServiceNow functionality to
create script to automate routine tasks being done in ServiceNow.
 Experience in implementing Single Sign On (SSO) using SAML 2.0.
 Loads, manipulates, and maintains data between ServiceNow and other systems.
 Configuration Development and development of Requirement Integration components (SSO, LDAP).
 Formidable team player, ability to work independently and in a team as well, ability to adapt to a rapidly changing
environment, commitment towards learning, Possess excellent communication, project management, documentation,
interpersonal skills.
 Experience in developing and have worked on applications in Java and J2EE technologies.
 Experience in web development and application development using HTML, JavaScript, Angular JS, Ajax and CSS,
J2EE

PROFESSIONAL EXPERIENCE:
Worked in Accenture as a Servicenow Developer from June 2018 to till Date

PROFESSIONAL EXPERIENCE:
 Requirements gathering by understanding how stake holders wants their business to look like and provide wise
suggestion to help the client use the service now tool the most effective way which justifies the value of licensing it.
 Experience in defining ITAM processes and procedures in Asset management module.
 Experience on creating custom integration components like LDAP, SSO.
 Deployed custom HR module while integrating with 3rd party HR System like Workday
 Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
 Implementation, customization, and maintenance of ITIL Modules such as incident management, change
management, problem management, Service Catalog, CMBD in ServiceNow
 Transform Customer Service operations to meet key productivity and/or ROI targets via ServiceNow CSM
 Created custom and scoped applications to Customer based on the business needs.
 Used Customer Service Management (CSM) to record and track the customer information like their contact numbers,
addresses, phone numbers and other details.
 Created HR cases for employees to record the processing of HR requests, such as a request from an employee for a
leave of absence.
 Creating the UI pages to use them in catalog items using the UI Scripts.
 Created, Developed, and implemented HR cases for automated HR processes, such as employee on boarding and off
boarding.
 Created Auto prioritization rules flows to resolve the vulnerable item.
 Database view, scripted REST API, inbound and outbound API, UI scripts, business rules, widget, and other
ServiceNow Applications
 Facilitated the use of baseline differences in the CMDB to update CIs, their attributes, and relationships
 Performed integrations and process automation using ServiceNow Orchestration.
 Created and maintained governance rules, risk calculations and compliance policies.
 Publishing new incidents in the Problem Management report and updating the same in Known Error Database and
Root Cause Analysis report.
 Exchanging data collected from observables and workflows with ServiceNow Governance, Risk and Compliance.
 Code in JavaScript & Java to enhance platform functionality
 Integrated snow vulnerability scanner with external and internal tools like Qualis and Rapid to the get the scans.
 Automate and manage policy lifecycles and continuously monitor for compliance.
 Calculating risk scores and CVVS scores to determine the degree of vulnerability.
 Implemented vulnerability response to connect security and IT for smoother task handoffs between groups.
 Involved in cloning activities like raising the request for cloning and excluding some tables to not come under
cloning,
 Have good experience with metrics and crystal reporting.
 Creating Knowledge articles to document the steps in creating the catalog items.
 Expertise on creation of workflows for Service Catalog items in Service-Now.
 Designed and delivered technical methodologies around the ServiceNow platform.
 Gathered requirement from stake holders for attributes needed to develop Service Catalog items.
 Worked with clients to assess current state processes and tools, defined ServiceNow requirements and developed and
configured the ServiceNow platform.
 Worked on CMDB and Asset management. Performed Data migration to import data from other applications and
external databases.
 Created various front-end forms, and associated Client Scripts, UI policies, including advanced customizations that
require modification of UI Pages/Macros.
 Designed Workflows, along with standard Workflow templates which can be reused.
 Supported the team responsible for the implementation and administration of the ServiceNow installation, including
managing system configurations, gathered and documented user and process requirements, developed workflow
customizations, and performed quality assurance testing and user acceptance testing.
 Strong knowledge of the Server-side scripting Business rules and Script Includes.
 Worked with Apache Jelly to create various kinds of UI pages and Macro templates.
 Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
 Created Data Sources from various external applications, scripts to parse incoming data and transform into
ServiceNow.
 Developed reports as per requirements from management.
 Documented all implementations and best practices defined within team.
 Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for
quarterly releases.
 Developed and Implemented Service Catalog right from the scratch to order new catalog items and request for any
financial assets according to the network
 Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
 Created functional and technical specifications documents for various ServiceNow modules
 Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge,
Service Catalog, CMDB in ServiceNow.
 Coordinating the instance upgrade activities.
 Used Web applications CSS, JavaScript and jQuery.
 Involved in cloning activities like raising the request for cloning and excluding some tables to not come under
cloning.
 Coordinated ServiceNow environment/form back-end customizations. Notified clients and updated documentation
 Worked on PPM project management and demand management.
 Worked on CMDB from the scratch. Worked on domain separation.
 Worked on customization and configuration of Service Watch, Dashboards.
 Configuration of Email Notification and Alerts to notify users about specific activities in the system.
 Involve in design, development, administration, and deployment of ServiceNow.
 Ability to handle incidents within SLA terms.
 Worked on UI Macros to create pages as templates on requirement from the stake holders.
 Configured multiple forms for Asset module using Configuration Management Database.
 Resolving typical User’s access and roles issues by checking active directory and user’s table.
 Creating database views to pull the reports on variables which are being used by catalog items.
 Writing Catalog client scripts and UI policies to make client-side changes.
 Creating the UI pages to use them in catalog items, implemented using UI scripts.
 Creating Knowledge articles to document the steps in creating the catalog items.
 Working on different kinds of variables and variable sets.
 Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.

Environment: ServiceNow, ITSM, ITOM, CMDB, Java Script, Ajax, XML, Web Services, SOAP, and Encryption.

TECHNICAL SKILLS:

ServiceNow, Service Desk 7.6.4/6.x/5.x/4.x, Service Request Management 2.1/2.2/7.6,

ITSM Tools
Change Management 7.6.4/6.x/5.x/4.x, CSM
Programming Languages SQL, XML, HTML, CSS, AJAX.
Database Oracle 10g, MySQL Server 2000/2005, CMDB.
Web Technologies XML, HTML, Java Script, Excel VBA.
Operating System Windows.
Web/Application Servers IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat
IDE Eclipse
Software Methodologies SDLC, Waterfall, Agile, Scrum
Packages MSOffice (Word, Access, Excel Outlook, and PowerPoint).

EDUCATION

Btech (EEE) From JNTU Anantapuram

CERTIFICATIONS:

1. ITIL V3 Foundation
2. ServiceNow System Administrator