Home

Haritha T - senior ServiceNow architect

[email protected]

Location: Wilmington, Delaware, USA

Relocation: Yes

Visa: H1B

ServiceNow Admin/Developer/Architect Haritha T Email: [email protected] Phone: 856-294-6888 Connect on LinkedIn: linkedin.com/in/haritha-t- 84460b189 Professional Summary A result-oriented professional with 12+ years of IT industry experience including 10+ years of experience in ServiceNow platform as both Developer and Administrator. Hands on experience in design and technical implementation of various ServiceNow modules such as Incident Management, Problem Management, Change Management, Demand Management, Asset Management, Contract Management, knowledge, Request, Service Catalog, Service Portal, CSM, Order management and Configuration Management. Hands on experience in gathering and reviewing client s process requirements and map to ServiceNow features/implementations. Involved in different versions of ServiceNow (Paris, Utah, Tokyo, Quebec, San Diego, Orlando, Paris, New York, Madrid, London, Kingston) with strong emphasis on supporting the ITSM application, understanding customer requirement and implementing solutions. Design and engineer solutions leveraging all appropriate components offered by ServiceNow to answer the needs for Business workflows, ticketing or other ITSM requirements. Experience in Service Catalog design or configuration. Strong knowledge and familiarity with HR processes. Proficient in eliciting and gathering Business requirements, Business Process Re-engineering (BPR), Business Process Modelling (BPM), Data Analysis, System analysis, and workflow analysis. Hands on experience in developing and modifying ServiceNow workflows, forms, lists, tables, menus. Hands on experience in Web technologies SOAP, JSON, XML, HTML, CSS, JavaScript, and AngularJS. Experienced in providing the production support for the ServiceNow Field Service Management application through troubleshooting, problem analysis, problem management and resolution to correct issues. In-depth knowledge of ServiceNow platform capabilities, including ITSM, ITOM, ITBM, TSM, Service Portal, and ServiceNow Integration Hub. Strong understanding of IT service management processes, ITIL framework, and industry best practices. Hands-on expertise in java scripting and coding ITOM solutions, namely Event, Discovery, Service Mapping and Orchestration. Knowledgeable and familiar in the ServiceNow ITOM offerings and can lead a customer through knowledge and requirements discussions for implementing and deploying ServiceNow ITOM like Event Management, Discovery, CMDB, Orchestration, Service Mapping & Integrations. Collaborate with cross-functional teams to ensure successful project delivery and customer satisfaction. Designed and implemented ServiceNow solutions, with a focus on FSO, Field Service Management (FSM) modules such as Service Desk, Incident Management, change Management, and Configuration management. Provide production support for the ServiceNow Field Service Management application through troubleshooting, problem analysis, problem management and resolution to correct issues Monitor, maintain, and improve the health and stability of the ServiceNow FSM application. Collaborated with telecom clients to understand their specific service management requirements and business processes. Hands on experience in developing and modifying UI Actions, UI Policies, client scripts, Glide records, Script Includes, Business Rules, ACLs, and scripted REST APIs. Knowledge of CMDB design, architecture, and implementation. Designed and developed custom applications using ServiceNow App Engine. Utilized ServiceNow App Engine for creating application scopes, modules, and studio views. Hands on experience in integrating ServiceNow with other third-party applications. Well versed in reaching project goals using agile methodologies like Scrum. Hands on experience in producing technical designs, well documented code, and writing unit tests. Expertise working with multiple modules in ServiceNow Customer Service Management (CSM). Ability to adapt to changing priorities and meeting deadlines. Strong oral and written communication skills, with the ability to confidently present ideas and processes to stakeholders with varying levels of technological experience. CERTIFICATIONS ServiceNow Certified System Administrator ServiceNow Certified Application Developer SKILLS ITSM: ServiceNow( Quebec, San Diego, Orlando, Paris, New York, Madrid, London, Kingston). Languages: C, C++, Java, J2EE, JavaScript, XML, XSL, HTML, XHTML, CSS, SQL Web Technologies: HTML, CSS, JavaScript, AJAX, HTTP, REST, SOAP. ITOM: Discovery, Event Management, CMDB etc. Methodologies: Agile and Waterfall. EDUCATION Master s in information technology and management at Campbellsville University, Louisville, Kentucky. 2018 Masters in computer application from JNT University Hyderabad, India 2014 Bachelor s in computer science, Osmania University, Hyderabad, India 2011 PROFESSIONAL EXPERIENCE Western Alliance Bank (Remote) (June 2021 Present) Role: Lead ITSM Application Developer/Architect (ServiceNow) Provide day to day operational support and maintenance including planned maintenance outages. Perform design and implementation tasks such as requirements gathering, configuration, integration, and testing. Experience with ServiceNow Performance Analytics and Reporting capabilities. Knowledge of ServiceNow Service Graph and CMDB data modeling. Familiarity with Agile development methodologies and DevOps practices. Monitor, maintain, and improve the health and stability of the ServiceNow FSM application. Worked on integrating legacy systems including third party support to resolve any integration issues. Perform assessments and listen to internal customers to understand and anticipate their business needs and determine their priorities in the context of the overall enterprise and strategy. Advice functional and admin teams on design, development and overall ServiceNow best practices. Defined and configured CMDB Data model to support Change, Incident, Problem applications. Partner with users to create/modify process workflows, reporting and dashboards in addition to developing knowledge, technical and process documentation. Design and implement ServiceNow components such as Service Catalog, Change/Incident/Problem Management, Asset Management, CMDB, Knowledge, Release Management, etc. Sound knowledge in CMDB and IT operation management. Having good experience on delivering technical workshops on ITOM like Event, Discovery, CMDB, Orchestration, Service Mapping, Cloud Management etc. Knowledge on identification, classification rule, over event and alert rule in CMDB. Be the primary technical resource to complete a backlog of activities on the ServiceNow platform, as well as enable client to execute on future implementation activities. Provide analysis of problems while working toward solutions to technical issues. Comply with applicable laws, regulations, standards, policies, and procedures. Remain current on new features and functionality that plays a key role in driving continual improvement. Facilitate and support the rollout of new applications and enhancements in ServiceNow. Assist with unit testing and installation of new modules, releases, and version upgrades. Design and Develop user interfaces using HTML, CSS, JavaScript, jQuery, and AJAX. Developed Service Catalog items based on the requirement provided by the stakeholders. Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's. Working with Scripted Web services, Script Includes, JavaScript and Jelly Scripting. Involved in creation of business rules, client scripts, UI policies, UI Actions as per the requirements. Configured alerts and notifications and understanding e-mail troubleshooting and watermarking. Improved workflow efficiency by designing and creating responsive and automated workflows. Automating the application logic using workflows, scheduled script executions, inbound and outbound email actions. Utilized Application Engine API and Scripted REST APIs. Implemented data security and access control measures using App engine. Moving the customizations across the instances using Update Sets. Implemented the search functionality for internal applications using AngularJS. Designed the table less web applications using CSS with the help of tags as per W3Cstandards. Implemented and used web services with the help of SOAP and REST to get updates from third parties. Experience in performing continuous improvement initiatives for processes and services. Perform daily administration of the ServiceNow system, including making approved changes to processes and workflows. Environment: ServiceNow (San Diego, Tokyo, Utah) CGI/AT&T (Remote) ( June 2020 May 2021) Role: Sr. ITSM Application Developer/Architect (ServiceNow) Developed Service Catalog items based on the requirement provided by the stakeholders. Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's. Working with Scripted Web services, Script Includes, JavaScript and Jelly Scripting. Analyze and optimize telecom business processes to enhance efficiency, reduce costs, and improve customer satisfaction. Involved in workshops and training sessions to educate clients on ServiceNow best practices and telecom service management principles. Involved in creation of business rules, client scripts, UI policies, UI Actions as per the requirements. Configured alerts and notifications and understanding e-mail troubleshooting and watermarking. Improved workflow efficiency by designing and creating responsive and automated workflows. Writing, testing, and debugging scripts using the scoped client-side and server-side APIs. Securing applications against access by unauthorized users and applications. Customize ServiceNow applications to address telecom-specific needs, including configuring workflows, forms, and reports. Having an expertise knowledge of cloud-based technologies using Azure. Provide technical guidance and support to clients throughout the implementation process, ensuring alignment with industry best practices and regulatory requirements. Automating the application logic using workflows, scheduled script executions, inbound and outbound email actions. Developed and maintained a comprehensive knowledge base and service catalog for TSM telecom services for incident management. Provide training and support to end-users, ensuring successful adoption and utilization of ServiceNow for TSM telecom service. Having good understanding of DevOps practices, such as continuous integration and continuous Collaborated with cross-functional teams to identify and prioritize service management process improvements, results in reduction in mean time to resolve (MTTR) and improvement in mean time between failures (MTBF). Creating, testing, and debugging custom Widgets using the Widget API. Worked on Orchestration activities to perform operations on various servers like Active Directory, UNIX Servers through ServiceNow using PowerShell and Shell codes. Moving the customizations across the instances using Update Sets. Implementation, customization, and configuration of different Service Manager Modules like change, request, ESS, Service Desk, Service Catalog, Incident, and Problem Management. Environment: ServiceNow (New York, Orlando, Paris, Quebec) BlackRock (Wilmington, Delaware) (Sep 2019 May 2020) Role: ServiceNow Developer Provide day-to-day support for administration, configuration, and ongoing maintenance of the ServiceNow platform. Write, test, and debug client-side (client script, UI Policies etc.) and server-side scripts (Access Control, Script Includes etc.) Secure applications against access by unauthorized users and applications. Worked on various customizations like Business Rules, Client Script, Script includes, UI Actions, UI Policies, UI Actions in ServiceNow CSM. Having a hands-on oversight of several ServiceNow CSM implementations including upgrades to New York and Orlando. Experience in Support design, development, and implementation of automated processes for gathering, populating, and maintaining CMDB data. Worked on Service Portal to determine the customization with a combination of system properties and script include. Automate application logic using workflow, scheduled script executions, and inbound and outbound email. Experience with ServiceNow platform upgrades, patching, and migration strategies. Proficiency in JavaScript, XML, HTML, CSS, and other web technologies used in ServiceNow development. Excellent communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels of the organization. Use application properties to change an application s behavior. Automate application processes with Flow Designer. Support and facilitate integration of data gathered from external sources into existing ITSM, CSM. Managing and communicating process and business requirements ensuring that the proposed solutions meet the customer's expectations. Used Customer Service Management (CSM) to record and track the customer information like their contact numbers, addresses, phone numbers and other details. Developed technical and ITSM solutions that meet or exceed customer requirements while minimizing risk during execution. Worked with transform maps, data sources and different transform scripts for data loads and management. Worked on SLA, Assignment rules, Events and Notifications. Experience with implementing ServiceNow Mobile app. Develop custom widgets for Service Portal. Experience working in Service Catalogs, Service Portal and ESS Portal. Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases. Proactively engaged in SAM tools, processes, and procedures to automate the collection, storage and reporting of key software data so that the products can be managed across the enterprise in an effective manner. Involved in Software Procurement Workflows and Integrations and industry standard SAM Process / Policies and regulatory requirements. Closely interacted with service delivery managers, supplier management and further parties to ensure high quality of Software Asset Management process. Use web services for outbound and inbound REST integrations. Create scripted REST web services to interact with third-party applications. Migration of customizations from one instance to another instance. Provide knowledge transfer and end user training as needed. Conducting functional Reviews and demos to stake holders. Schedule/Attend meetings and support other functional teams as needed. Environment: ServiceNow (Orlando, New York) Travel Port Limited (Atlanta, Georgia) (Aug 2018 Sep 2019) Role: ITSM Application Developer (ServiceNow) Provide day to day operational support and maintenance including planned maintenance outages. Perform design and implementation tasks such as requirements gathering, configuration, integration, and testing. Perform assessments and listen to internal customers to understand and anticipate their business needs and determine their priorities in the context of the overall enterprise and strategy. Advice functional and admin teams on design, development and overall ServiceNow best practices. Defined and configured CMDB Data model to support Change, Incident, Problem applications. Partner with users to create/modify process workflows, reporting and dashboards in addition to developing knowledge, technical and process documentation. Be the primary technical resource to complete a backlog of activities on the ServiceNow platform, as well as enable client to execute on future implementation activities. Provide analysis of problems while working toward solutions to technical issues. Comply with applicable laws, regulations, standards, policies, and procedures. Remain current on new features and functionality that plays a key role in driving continual improvement. Facilitate and support the rollout of new application and enhancements in ServiceNow. Assist with unit testing and installation of new modules, releases, and version upgrades. Design and Develop user interfaces using HTML, CSS, JavaScript, jQuery, and AJAX. Developed Service Catalog items based on the requirement provided by the stakeholders. Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's. Working with Scripted Web services, Script Includes, JavaScript and Jelly Scripting. Involved in creation of business rules, client scripts, UI policies, UI Actions as per the requirements. Configured alerts and notifications and understanding e-mail troubleshooting and watermarking. Improved workflow efficiency by designing and creating responsive and automated workflows. Automating the application logic using workflows, scheduled script executions, inbound and outbound email actions. Moving the customizations across the instances using Update Sets. Implemented the search functionality for internal application using AngularJS. Designed the table less web applications using CSS with the help of tags as per W3Cstandards. Implemented and used web services with the help of SOAP and REST to get updates from third parties. Environment: ServiceNow (Kingston), Java Script, JSON, jQuery, Angular JS, Web Services etc. Banfield Pet Hospital (Vancouver, WA) (Feb 2017 Aug 2018) Role: ITSM Application Developer (ServiceNow) Developed Service Catalog items based on the requirement provided by the stakeholders. Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's. Working with Scripted Web services, Script Includes, JavaScript and Jelly Scripting. Involved in creation of business rules, client scripts, UI policies, UI Actions as per the requirements. Configured alerts and notifications and understanding e-mail troubleshooting and watermarking. Improved workflow efficiency by designing and creating responsive and automated workflows. Writing, testing, and debugging scripts using the scoped client-side and server-side APIs. Securing applications against access by unauthorized users and applications. Automating the application logic using workflows, scheduled script executions, inbound and outbound email actions. Creating, testing, and debugging custom Widgets using the Widget API. Worked on Orchestration activities to perform operations on various servers like Active Directory, UNIX Servers through ServiceNow using PowerShell and Shell codes. Moving the customizations across the instances using Update Sets. Environment: ServiceNow (Kingston, Jakarta, Helsinki) Pfizer Inc. (Peapack, New Jersey) (Aug 2016 Jan 2017) Role: ServiceNow Developer Implementation, customization, and configuration of different Service Manager Modules like change, request, ESS, Service Desk, Service Catalog, Incident, and Problem Management. Worked on End-to-End implementation of Discovery. Maintained the Configuration Items and modified the forms and form Sections. Worked on Configuring the IP Addresses to help find out the undiscovered CI's into CMDB. Integrated Service-Now With a third party to store all the credentials to avoid breaching up of credentials. 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. Experience in configuring Data Dictionary, Validation Scripts for the fields within the ServiceNow forms. Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs. Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs. Created homepages including basic reporting, gauge configuration and dashboard presentation. Used Administration and Security Controls to add roles and ensure proper access. Replaced unstructured work patterns with intelligent workflows. Integration with third party applications using Web services Integrations (SOAP, REST). Created various applications, tables and performed different operations like overriding the Display Value, auto completing certain Attributes, adding business logic, sending email notifications. Running scripts at regular time intervals using the Scheduled Script Execution module. Ongoing maintenance with Update sets, Upgrades, Performance, and Troubleshooting. Environment: ServiceNow (Geneva) Beehive Software Services Pvt. Ltd. (Hyderabad, India). (Nov 2013 Dec 2015) Role: UI Developer Involved in developing HTML and JavaScript for client-side presentation and, data validation on the client side within the forms. Responsible for checking cross browser compatibility and hence worked on different browsers like safari, Internet explorer, Firefox, and Google chrome. Worked on accessibility for making user interfaces perceivable, operable, and understandable. Implemented Web services (SOAP) for transmission of large blocks of JSON data over HTTP. Worked on a collaborative team using agile software development methodology. Implemented the search functionality for internal application using AngularJS. Designed the table less web applications using CSS with the help of tags as per W3Cstandards. Implemented and used web services with the help of SOAP and REST to get updates from third parties. Involved in developing various UI templates and was extensively involved in developing the business logic layer. Designed the Web application layout and forms using HTML5, CSS3, JavaScript, JSON, AJAX and AngularJS. Created AngularJS Controller Which Isolate scopes perform operations in UI. Created reusable templates and style sheets based on UI standards and guidelines, performed functional tasks using specifications and wireframes. Implemented JavaScript MVC design patterns as a part of web-based application development. Designed pages using AngularJS Forms, Validations, Modules, Events, and Expressions, Directive, Controllers, filters, and Http Request. Responsible for setting up AngularJS framework to achieve data binding between HTML and JavaScript objects. Worked on Cross-Browser compatibility and fixed the bugs for several browsers. Worked closely with QA team and fixed QA bugs as well as production issues with a quick turnaround time. Participated to gather and document client needs to the granularity and worked towards prototyping the same. Implement object-oriented JavaScript for transparent presentation of both client-side and server- side validation. Developed custom AngularJS directives to build custom reusable components to use across the application pages. Used jQuery, a cross browser JavaScript library to dynamically update the page content on the client side. Environment: HTML, CSS, Bootstrap, Java Script, JSON, jQuery, Angular JS, Web Services etc. Keywords: cprogramm cplusplus continuous integration quality analyst user interface javascript information technology Washington