Nayana Gugulothu
ServiceNow Developer/Administrator
Chandler,AZ
Summary
- A qualified IT Professional with around 8 years of experience.
- Good knowledge in ITIL and ITSM best practices, proficient in implementing Service Catalog, Incident Management, Configuration & Asset Management, and Release Management.
- Expertise in the creation of workflows for Service Catalog items in Service Now. Proficient in Service Now modules: ITSM, CSM, ITOM, ITAM, HRSM, LDAP, and GRC.
- Experience in Implementation, Design, Development, Documentation, Deployment, and post-production.
- Certified in Service Now System Administration (CSA), Application Development (CAD) with micro-certifications in Automated Test Framework (ATF) and Flow Designer.
- Orchestrated the Software Portfolio Management (SPM) implementation in Service Now, optimizing software asset utilization and compliance.
- Demonstrated ability in scripting/automation within Service Now, including use of SOAP/REST, XML, HTML, AJAX, CSS.
- Led the end-to-end implementation of ServiceNow HR Service Delivery for a multinational corporation, configuring core HR modules such as Employee Service Center, Case Management, and Knowledge Management, resulting in a 40% reduction in HR case resolution times.
- Customized multiple Service Portals for different internal departments, enhancing user experience and efficiency.
- Utilized Service-now's native features and widgets to align with specific departmental needs.
- Created a suite of responsive widgets for Service Portals, employing HTML, CSS.
- These widgets provided dynamic content display and interactive features, significantly improving user engagement.
- Good understanding of Remedy Mid-tier system, Web Services, and Crystal Report; hands-on experience with Master AR Suite, AR Schema, Flash boards, and other modules.
- Developed custom applications within ServiceNow HRSD to address unique HR requirements and challenges, extending the platform's capabilities to meet specific organizational needs.
- Managed vendor relationships and contracts within ServiceNow HRSD, ensuring compliance with contractual obligations, service level agreements, and performance standards.
- Expertise in Service Now Discovery with experience in multi-data center deployments and multi-domain/service Providers.
- Implemented ITAM, automated workflows for asset requests, approvals, provisioning, and decommissioning, reducing manual intervention and increasing operational efficiency.
- Managed and customized ITSM suite applications, including Incident, Problem Management, and Change Management.
- Experience with complex integrations within the ITSM environment such as Service Now - Siebel, and Service Now – Web Service Integration.
- Performed integrations and process automation using Service Now Orchestration. In-depth experience with Move IT, including API handling, and scripting in languages such as PowerShell.
- Worked with third-party tool vendors to integrate their solutions with Service Now, expanding the capabilities of the platform and enhancing the overall DevOps tool chain.
- Good understanding of Helpdesk / Service Desk, Change Management, Asset Management, Change Tasking, and SLAs. Experience in creating Applications, Modules, Workflows, Sub Flows, and Tables & posing good Knowledge of CMDB and Asset Management Services: Business Services and Configuration Item relationships.
- Worked on customization of SRM (Service Request Management) according to the client’s requirements and configured with respect to back-end applications like Incident and Change Management.
- Involved in creating/updating Access Control (ACL) rules to control what data users can access/ how they can access it. Configure the Service-Now tool for the defined processes.
- Design and develop scripts for any customization required. Supporting Power shell scripting in workflows. Worked on different scripts including JavaScript, Jelly and Ajax for Client Side and Server-Side Scripting.
- Experience in working with Service Now Workflows, Import Sets, and Update Sets.
- Involved in database designing by creating database objects such as Tables, Views, and Indexes, and developed code in the mid-tier server integrating Service-Now with other IT systems.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
7
7
Certifications
Work History
Service Now Developer
Cardinal Health
10.2022 - Current
- Customized business rules, UI Actions, client scripts, workflows, and ACLs
- Generated UI elements, such as buttons and content menus, enhancing user interfaces
- Designed and Implemented ITIL modules like Incident, Change, Service Catalog, and CMDB
- Created detailed reports, dashboards, and integrated external APIs
- Customized SPM dashboards and reports, providing stakeholders with real-time insights into software usage, compliance status, and optimization opportunities
- Experience with developing and consuming Glide APIs to automate workflows and integrate with other systems and to create custom applications, reports, and dashboards
- Involved in the Implementation, Customization, and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, and CMDB in Service-Now
- Worked on DISCOVERY and set up mid servers and checked for connectivity
- Created scheduled tasks, monitoring the ticket queues, and generating statistics
- Involved in migration between various environments in Service Now using update sets and import sets
- Worked with reporting in configuring Service Level Agreements (SLA)
- Conducted regular audits and reconciliations using SPM, identifying unused software, ensuring license compliance, and avoiding potential audit penalties
- Engage dev-ops team to do prod and non-prod deployment and verifying deployment works as expected
- Integrated ServiceNow GRC with external systems such as ERP and HRIS for seamless data synchronization and real-time compliance monitoring
- Employed REST APIs for efficient data exchange, enhancing the agility and accuracy of compliance reporting
- Customized the HR Portal to enhance user experience and accessibility, integrating with internal HR systems and third-party applications like payroll and benefits platforms, streamlining employee access to HR services and improving satisfaction scores by 35%
- Collaborated with procurement and IT teams, leveraging SPM insights to negotiate favorable software licensing agreements, achieving significant cost savings
- Utilized IT Operations Management (ITOM) for employing Discovery for application automation, Service Mapping for environmental oversight, and Orchestration to enhance workflow efficiency
- Integrated Service Now with external systems and APIs, improving data accuracy and accessibility
- Resolved complex technical issues, ensuring platform stability and functionality
- Created data sources and loaded the Service-Now tables with different data formats
- Integrated ITAM with CMDB, providing a unified view of IT assets and their relationships
- Design and implement new functionality using Business Rules, UI Policies, and Access lists, etc
- Facilitated the integration of ServiceNow HRSD with other HR systems and platforms (such as ATS, LMS, and payroll systems), ensuring seamless data exchange and process continuity across the HR technology ecosystem
- Implemented ITAM, automated software license management, ensuring compliance with vendor license terms and preventing over-licensing or under-licensing scenarios
- Developed and optimized automated workflows for onboarding, offboarding, and employee transitions using ServiceNow HRSD, reducing manual processing by 50% and ensuring compliance with organizational policies and industry regulations
- Developed a custom application within the Service Portal for IT asset tracking, which streamlined asset management processes and improved data accuracy
- Strong working knowledge of various SNow components such as Service Desk, Change/Incident Management, Asset Management, Problem Management, CMDB, Knowledge Management, Mobility, Service Request Management
- Executed export job configurations, specifying data source tables and dynamically determining target MID Server paths, enhancing the precision of data transfers
- Introduced logging and monitoring systems for the integration pipeline, providing real-time insights and enabling proactive error resolutions, leading to improved system uptime
- Imported Configuration Items (CI) from third-party applications using import set tables
- Environment: JavaScript, JSON, jQuery, Prototype, Web services, SOAP, SQL, XML, HTML, AJAX.
Service Now Developer
Amgen Inc.
02.2020 - 10.2022
- Developed various workflows, incidents, catalog items, reports, dashboards and integrations as per customer needs
- Worked as a developer for an End-To-End development for a re-factoring project, resolved many issues, and worked on CMDB Management to resolve issues that were major defects in Confidential
- On demand provided solutions to the Asset Management team in re-building the workflow for in and out of an asset
- Implemented Domain separation for the better use of MSP and outsourcing the projects onsite
- Developed enhancements for the CSM module of Service Now to engage, accommodate and on-board new/local service providers like (Wow, Verizon, EarthLink) etc
- Built external exposed API’s for local service providers to make CSM calls to engage and collaborate with Service Now
- Used data sources to migrate the data from Excel sheets to Service-Now through transform maps
- Worked on a huge Workflow design for onboarding and off-boarding of a Partner / Employee / Contractors
- Implemented robust data privacy controls within ServiceNow HRSD to safeguard sensitive employee data in compliance with GDPR and other privacy laws, significantly minimizing the risk of data breaches
- Reporting and Analytics
- Implemented Service Now ITOM application for comprehensive IT infrastructure mapping and event monitoring across cloud and on-premise environments, enhancing proactive management and automating workflows to improve efficiency
- Installed MID Servers on the remote desktop and conducted tests required for Discovery
- Developed enhancements for CSM module of Service Now to engage, and on-board new/local service providers
- Worked on Discovery in order to relocate the devices that were irregularly managed and found a solution to resolving the issues by using the discovery tool for better use
- Re-built Service Catalog Items with minimal time usage on submitting a ticket by getting together the teams to provide their valuable suggestions and making it easy to understand the new release
- Implemented integration between Service Now and Git Lab CI/CD pipelines, enabling automatic incident creation and change requests when critical code deployments encountered issues
- Leveraged Service Now's chat and collaboration features to establish a central communication hub for the DevOps team
- Provided analysis, design, and development of Service-Now trouble ticketing and incident management systems to support the company’s technical operations
- Created notifications based on user requirements and also configured inbound email action to create incidents, requests
- Interface extensively with all areas of the organization including Operations and Development
- Designed and deployed customized reports and dashboards in ServiceNow HRSD to track HR service performance metrics, providing actionable insights that led to continuous improvements in HR processes and a 25% increase in operational efficiency
- Developed reusable UI Macros to standardize form layouts and elements across ServiceNow, reducing development time for new forms by 25% and ensuring consistency in user interface
- Created schedules, and reports and monitor the performance of Service-Now
- Maintained business services and configuration item relationships in the Service-Now tool
- Performs core configuration tasks including system policies, business rules, and client scripts
- Managed users, groups, and roles and also managed data with Tables, the CMDB, Import Sets, and Update Sets
- Creates Workflow activities and approvals
- Implement new workflows that use a variety of activities to understand how records are generated from workflows
- Performed migration activities (Dev to QA, QA to Prod)
- Managed the Employee Service Center within ServiceNow HRSD, creating a centralized portal for employee requests and inquiries, significantly improving employee engagement and satisfaction through timely and accurate responses
- Coordinated Service Catalog options, including two-step checkout, cart controls, and variables
- Developed and improved user systems procedures, and prepared systems documentation
- Environment: Service-Now, JavaScript, JQuery, Jelly, BMC Remedy, HTML, XML, and Windows.
Service Now Developer
Jefferies
01.2019 - 01.2020
- Developed system integration and application extensions leveraging the Service Now platform for multiple departments and technology integration in 4 months
- Developed scripts, business rules, UI pages, UI Macros, ACLs, and client Scripts in Service Now to customize report generation, output selections, and actions in a streamlined workflow
- ITOM application has been developed and implemented, which includes several key features
- Discovery utilized for mapping and discovering IT infrastructure, applications, and services across both on-premise and cloud environments
- Worked on Workflow administration, Reporting, Form/UI configurations, Notifications, data imports & custom scripting
- Extensive hands on various scripting APIs present in the Snow platform, Service Catalog, Request Workflow, Configuration
- The service we also provided to clients is a semi-managed service for administering their Service desks implemented
- Participating in both projects and monthly maintenance cycles
- Experience in handling XML files
- Strong knowledge of Relational Databases and SQL
- Maintain Service Level Agreement and monitor an SLA workflow
- Perform minor enhancements requests to the client’s Service-Now instances, including changes to the user interface, system properties, foundation content, and modification to existing workflow
- Experience building and coding Configuration Management Databases (CMDB)
- Experience with using mid-server, web services, email, and other relevant technology to integrate tools with Service-now
- Configure Users, company, site, location, and other existing fields and also configured Support Groups, assignment rules, categorizations, CI data, and SLA
- Hands-on experience writing unit test cases/System Test Cases
- Proficiency in JavaScript, HTML, XML, Jelly Scripting, and Web Services
- Worked with User Interface (UI) policies, data policies, UI actions, business rules, and client scripts, Activate plug-ins, Manage data with tables, imported sets, and update sets
- Worked with ITIL tools like BMC Remedy
- System Admin, Account Administration, Data Loading /Manipulation/Maintenance, and Application troubleshooting
- Developed a Glide API to automate the onboarding process for new employees
- Created workflow activities and approvals, Control system access and data security
- Configured service level agreements (SLAs), Control access to the application and its records
- Designing, coding, and testing technical solutions for Service-Now implementations
- Understanding of Change Management, Configuration Management, and Release Management as it relates to ITIL
- Environment: JavaScript, JSON, jQuery, Prototype, Web services, SQL, XML, HTML, Integrations, ITIL.
Service Now Developer/Administrator
Darwinbox
03.2018 - 12.2018
- Involved in gathering the requirements from the business team and writing the technical design documents
- Used business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives
- Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items, and service catalog items
- Contributed to technical discussions and was involved in the decision-making process with other senior engineers to resolve product issues
- Set up the SLA for the various ITIL processes as per the requirement
- Involved in migration between various Service Now instances Update Sets, customizations as per client’s requirements
- Loaded data into Service Now using import sets
- Configured email notifications in Service now
- Imported Configuration Items (CI) from third-party applications using import set tables
- Configured rules, monitors, and management packs in SCOM
- Set up MID Server used by Discovery and trouble shooted problems with the tool configurations
- Created Procedure guidelines used in supporting Technology and Application issues
- Developed requirement integration components (SSO, LDAP, SOAP)
- Environment: JavaScript, Java, jQuery, Prototype, Web Services, SOAP, SQL, I Frames, AJAX, Shell scripting, ITIL, SCRUM.
Java Developer
ProArch
06.2014 - 02.2018
- Performed System Analysis and High-level Design using Object Oriented Design/OOAD methodology to capture and model business requirements
- Used Hibernate to maintain the Data Layer
- Implemented the web-based application following the MVC II architecture using Spring Framework
- Developed the front-end using HTML, JSP, Flash, jQuery, CSS, XML AJAX, and JavaScript
- Implemented various Design Patterns on the project and applied Struts features like Tiles
- Created Restful Web Services enabling third parties (Net Provision, G2) to communicate with GCMS and retrieve data about RGs from the GCMS data bank, used JSPs for the presentation layer and Java Beans for the model layer
- Designed and developed XSLT transformations to convert data from XML to HTML
- Extensively involved in writing scripts to automate deployment over the Linux platform
- Implemented Java classes that perform encryption of sensitive information before storing the value in the database, preventing unauthorized access to the data
- Developed scripts for UNIX platform deployment
- Used JSTL and wrote custom JSP tag libraries, implementing role-based handling in JSP pages
- Involved in writing SQL, Stored Procedures, and PL/SQL for the backend
- Used Views and Functions in the Oracle Database
- Used Maven for build and compilation
- Environment: Java, J2EE, JSP, Servlets, SPRING, Web logic Application Server, J Boss, XML, XSLT, HTML, DOM, SAX, SOAP, WSDL, JavaScript, Hibernate, Oracle, PLSQL, JDBC, MVC, OOD, Maven (ant based), UNIX Shell Scripting and Linux.
Education
Bachelor of Technology - Computer Science
KL University
Andhra Pradesh, India 06.2011 - 06.2015
Skills
- ITSM Tools: Service Now, ITSM Suite, Remedy ARS, Remedy Import, Remedy Approval Server
- Service Now Modules: ITSM, ITIL, ITOM, HRSM, LDAP, GRC, CSM
- Languages: C, C, Java, J2EE, HTML, CSS, XML, JavaScript, SQL
- Software Methodologies: SDLC, Waterfall, Agile, XP, Scrum
- Web/Applications Servers: Web Logic, Apache, Tomcat
- Databases: Oracle 11g-10g, SQL Server
- Operating Systems: Windows, Linux, UNIX
Other Tools and Skills: Git Bash /GitHub, PEGA, Informatica, IBM Integration Bus, Mainframes, Database Management
Certification
CSA (Service Now - Certified Systems Administrator)
Timeline
Service Now Developer
Cardinal Health
10.2022 - Current
Service Now Developer
Amgen Inc.
02.2020 - 10.2022
Service Now Developer
Jefferies
01.2019 - 01.2020
Service Now Developer/Administrator
Darwinbox
03.2018 - 12.2018
Java Developer
ProArch
06.2014 - 02.2018
Bachelor of Technology - Computer Science
KL University
06.2011 - 06.2015
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