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Malavi P - Senior ServciceNow Architect

[email protected]

Location: Texas City, Texas, USA

Relocation: Yes

Visa: Green card

Resume file: Malavi-p1-resume_1754423684086.docx Please check the file(s) for viruses. Files are checked manually and then made available for download.

Malavi P ServiceNow Architect (E): [email protected] (M) :+1(972)-379-9341 Professional Summary Having 12+ years of overall IT Experience and 10 years of Experience in ServiceNow platform as both Developer and Administrator. Having a good knowledge of scrum and Agile Methodology and T & T Project Manager for more than two projects. Configured Applications using Service-Now tool used in ITIL Management. Strong understanding of ITIL V3. Performs and investigates internal and external information security risk and exceptions assessments. Assess incidents, vulnerability management, scans, patching status, secure baselines, penetration test result, phishing, and social engineering tests and attacks. Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large-scale Service Now implementations Implementation Bi-directional integration from scratch level to various applications Remedy and ServiceNow- ServiceNow. Integrated AI-driven monitoring tools (e.g., Moog soft, Splunk, Dynatrace, or Datadog) into CI/CD pipelines to enable proactive issue detection. Excellent knowledge of Service Mapping and Discovery processes. Good knowledge in Azure /AWS Experience in GRC and Sec ops and knowledge on working with Risk Management Design and implementation of transportation planning strategies. Collaborating with stakeholders to gather requirements and provide solutions. Troubleshooting and resolving OTM-related issues. Conducting system testing and user training Perform regular ServiceNow Discovery and CMDB Maintenance Working knowledge on Discovery tools and service watch. Possible for Integrations with 3rd party tools, applications and systems Work extensively on external integrations using Direct Web services over SOAP and REST Extensively worked on Integrated risk management (IRM), which contains a set of practices and processes supported by a risk-aware culture and enabling technologies, that improves decision making and performance through an integrated view of how well an organization manages its unique set of risks. Working on four major essential elements of IRM: strategy, assessment and response, monitoring and communication/reporting, and technology. Excellent knowledge for implementation of incident management, problem management, change management, configuration and asset management, knowledge management, release management, project and portfolio management, content management system, reports, SDLC, wizards and service catalog. Customizing and developing for the ServiceNow Platform using JavaScript, CSS, HTML and Other Web Based scripting. Excellent knowledge and working experience in various ServiceNow integrations using web services, B2B tools, MID Servers, Data Sources, LDAP Servers and import sets. Update and development of ServiceNow applications, modules business rules, email notifications, UI Pages, UI Macro, Scheduled Jobs, Script Includes, Events, forms, SLAs, reports, Access Controls, Workflow, Homepage Administration, User Administration, Update sets, Wizards, Surveys, Notifications, Field Administration, etc. Good experience in ServiceNow upgrades and migrations. Good understanding of ServiceNow and its Development Life Cycle from Calgary to Rome. Service-Now experience in Implementation, design, development, documentation, deployment, and post-production support following Software Lifecycle using SDLC with Agile Hands on experience using Business rules, email Notifications, UI Pages, UI Macros, Scheduled Jobs, Script Includes, Events, forms, SLAs, reports, Access Controls, Workflow, Homepage Administration, User Administration, Update sets, Wizards, Surveys, Notifications, Field Administration etc. Experience in developing solutions using JavaScript, Web Services, SOAP, AJAX and other web technologies to integrate ServiceNow with internal/ external systems and tools. Excellent knowledge on Workflows, Automation of approvals, change process. SaaS Experience/Cloud Development Experience Excellent experience using Service now integration using webservices, email, SSO etc. TECHNICAL SKILLS: Primary Skills Service Now (ITSM/ITBM/GRC/HRSD) Development, Administration Business Applications SharePoint, Confluence, Microsoft Office Suite VMs/Servers Linux, Windows on-prem VMs, Windows Cloud VMs, AS400, Mainframe Machine Operating Systems Windows 11 PCs Windows 11 Cloud PCs, Windows 11 On-prem VDIs, Windows Thin Clients, MacOS, Android OS, iOS, W365 AVD, Windows XP Life Cycle Methods SDLC, STLC, BLC, Waterfall Method, Agile Framework Languages/Frameworks Core Java, Java Script, HTML, CSS, MS Office Scripting Languages JavaScript, Jelly Script, HTML, CSS, AJAX, XML, JSON, J Query, Angular JS Databases / Cloud Platforms MS SQL Server, MS Access, Oracle DB, Microsoft Azure, GCP, AWS CERTIFICATION Service Now Certified Application Developer. Service Now HRSD Implementation specialist Certified IT Infrastructure Library ITIL ServiceNow Administrator Certified PROFESSIONAL EXPERIENCE Client: Northern Trust, Dallas, TX Jan 2023 till date ServiceNow Developer Roles and Responsibilities: Attended review meetings and project meetings, Analyzed Business Requirements and Functional Specifications and performed Service Catalog, Incident, Problem and Service Level Management Implementation. Collaborated with cross-functional teams (IT, business analysts, UX/UI designers) to gather requirements and translate them into effective portal solutions. Developed custom forms and catalog items within the Service Portal, streamlining the end-user experience and enhancing service delivery. Implemented and maintained ITOM Discovery to auto-detect infrastructure components across HSBC s global environments. Configured horizontal and top-down Service Mapping to visualize application dependencies and business service health. Defined and enforced Identification and Reconciliation Rules (IRE) for accurate CI management and data normalization. Developed discovery schedules and classification rules to automate CI categorization and improve asset visibility. Created and customized discovery patterns for specific HSBC applications to enhance coverage and reduce blind spots. Engineered ServiceNow sensors and probes for refined discovery of network devices, databases, and cloud assets. Built and deployed custom service mapping patterns tailored to HSBC s proprietary systems and integration logic. Installed and configured MID Servers for distributed discovery operations across on-premises and cloud environments. Established and managed MID Server clusters to support load balancing and failover configurations. Developed cascade rules to eliminate duplication of configuration items during reconciliation processes. Created health check dashboards to monitor the accuracy, completeness, and freshness of CMDB data. Built reports to track key metrics such as stale CIs, orphaned relationships, and CI compliance. Identified and resolved stale or obsolete CIs, ensuring data consistency and CMDB hygiene. Integrated Microsoft 365 services to enrich CI data and support automated ticket creation and user correlation. Established integration with SolarWinds to ingest infrastructure events and topology data into ServiceNow CMDB. Deployed ITOM Governance features to enforce standardized processes for change, event, and configuration management. Developed policy compliance reports and automated remediation workflows under ITOM Governance framework. Configured CMDB health audits and anomaly detection rules to flag and correct inconsistencies in real time. Integrated CMDB with ServiceNow Change Management to maintain traceability and compliance. Enabled CMDB reconciliation dashboards for enterprise architecture, risk, and compliance visibility. Collaborated with infrastructure and security teams to define CI classes, relationships, and attributes Delivered CMDB data certification processes to ensure stakeholder validation of critical CIs. Architected integration interfaces for external discovery tools feeding into CMDB through APIs and import sets. Provided UAT and hyper care support during CMDB consolidation and data migration phases. Conducted user training and knowledge transfers to onboard operations teams into CMDB maintenance activities. Documented architecture, MID Server configurations, and governance standards for HSBC s global ITOM landscape Create Custom Application on CMDB table and replicate all the data from OOB Worked in Normalization of fields and Threshold limits of CMDB data. I have good knowledge of CMDB Discovery implementation. Discovery and Mid server installations and working on four phases of Discovery like Scanning, classification, identification and exploration. Design / Develop ServiceNow Forms and Tables as well as Modules. Client: Home Depot, Atlanta, GA Oct 2017 Dec 2022 Senior ServiceNow Architect Roles and Responsibilities: Working on ITBM Application Portfolio Management Provide Strategic Portfolio Management (SPM/ITBM) technical knowledge and expertise to Cask SPM delivery team, customers, and stakeholders. Participate in business process definition, re-engineering, improvement, and gap analysis of current/to-be processes during workshops with key customer sponsors and stakeholders, supporting the Cask SPM Business Consultants Design, configure, test, document, and deploy platform solutions to the environment Provide technical insight into the solutioning for the best customer experience and value proposition Primary liaison with customers for operational concerns including system health and planning for patches/upgrades Ensure tool configuration consistency across development, testing, and production environments Implement and enhance ServiceNow platform and modules per business requirements Keep current with new ServiceNow capabilities and technologies. Developed and maintained Machine Learning models for anomaly detection, event correlation, and noise reduction in large-scale IT environments. Assist in translating business requirements into technical requirements Oversee or complete configuration, reporting and workflow administration to support business processes on the platform Formulate testing approaches and test cases and document them Create technical architecture and technical specification documentation Participate in/conduct code walkthroughs and ensure Cask coding standards are met Manage and communicate process, business, and technical requirements to the developers/engineers as a bridge to ensure that the proposed solutions meet the customer's expectations. Create Custom Application on CMDB table and replicate all the data from OOB Worked in Normalization of fields and Threshold limits of CMDB data. I have good knowledge of CMDB Discovery implementation. Discovery and Mid server installations and working on four phase of Discovery like Scanning, classification, identification and exploration. Design / Develop ServiceNow Forms and Tables as well as Modules Develop systems integrations and process automation with External system REST APIs Design, create and configure Business Rules, UI Policies, UI Actions, Client Scripts and ACLs including advanced scripting of each Design, create & configure Notifications, UI Pages, UI Macros, Script Includes, Formatters, etc. in ServiceNow Work with product owner/stakeholders to build requested items and tasks using workflows to manage processes and meet business requirements Document and maintain functional business requirements, process flows and business use cases Understanding of business applications and their functionality in the ITIL model Review CI quality with owners of data Participate in weekly CAB meetings and ensure CMDB data is part of all changes. Working on major IRM, six core components namely, (1) strategy; (2) assessment; (3) response; (4) communication and reporting; (5) monitoring; and (6) technology. Building the mobile app builder and configuring layouts and navigation options which can create intuitive creation of mobile applications. Increased incident noise reduction by over 60% using AI-driven event clustering and deduplication. He has in-depth knowledge of mobile app builder workflow in the process of creating workflows. Knowledge of creating launcher-screens, data parameters, UI parameters and functions. Develop a custom integration using ServiceNow's Integration Hub and Integration Builder. This approach involves writing code to connect ServiceNow with OTM, enabling data exchange and triggering actions between the two systems Created Catalog client scripts and UI policies to make changes on client side Larsen & Toubro Technology Services, Jun 2015 Aug 2017 Bangalore, India ServiceNow Developer Roles and Responsibilities: Developed and implemented several modules in custom applications. Implemented Data Sources and created transformation maps to import the data into the ServiceNow from different data sources. Worked on Orchestration to automate the top and frequently used service requests Used SOAP and REST Web services for integrating Different Instances. One-click application publishing from Clar to a customized ServiceNow catalog. Used Ciar for creation, management, Dashboard, Approval workflows and reporting for cloud-based deployment. Involved in Requirements gathering, Designing, Development and Implementation of CMS. Experience in Configuring the Cloud Management service, and monitoring and managing the services Responsible for providing analysis of problems and resolutions or fixes for the production issues related to Service Now platform within the Service Level Agreement. Tremendous problem solving and troubleshooting skills, leadership qualities, strong analytical, organizational, multitasking, execution skills and presentation skills with ability to co-ordinate activities and interact with end users in a fast-paced team environment and ensure delivery within time frame. Magnificent verbal and written Communication, Strong experience interacting with clients, end-users, requirement gathering, understanding requirements, analyzing solutions. Ability to work in tight schedules, mentor and team player with strong aptitude towards interpersonal communication with ability to work in team and independently. Created Schedule Jobs to run scripts, to import data by running Scheduled transform maps. Created scripts like Client Scripts, Business rules, Script Includes, UI scripts and UI Policies Used Glide Scripting for creating UI Action and Business rules. Involved in the development of Content Management system Used Jelly Scripting for Creating UI Pages and UI Macros Created GROUPS for set of users and used them for approval, assignment, receiving notifications. Designed many email templates by using html, jelly scripting, and using them in notifications. Used Access Control Rules for securing and providing the right access to the right person/role. Used Update Sets for moving group of customizations from one instance to another Using SCRUM methodology for development and for defect tracking. Used Notifications to send communication from the system. Worked on Team Dashboard for moving changes from one environment to another. Larsen & Toubro Infotech, Jan 2013 May 2015 Mysore, India ServiceNow Admin / Developer Roles and Responsibilities: Worked with clients and gathered functional requirements within ServiceNow. Facilitated rollout of new applications and modules. Designed and implemented new functionality using Business Rules, UI Policies, Access Lists etc. Created Service Catalog and Request Workflow Design and Configuration. Designed the Content Management System for Varian system which involved layout, CSS and service catalog work. Created various workflows for Incident Management, Change Management, Service Requests and SLAs. Created Buttons and context menus both on form and lists using UI actions. Designed many email templates by using html and jelly scripting and used them in notifications. Integrated Fire eye tool with Service-Now using Email integration i.e., inbound actions scripting. Worked on the integration of ServiceNow with Siebel, integrated Service Catalog and Incident module. Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements. Responsible for defining a new IT organization structure to support redefined IT Service Management strategy involving Application Development (SDLC/Agile/DevOps), IT Operations, IT Infrastructure, Platform Services, ERP, Productivity Services, and IT Delivery and Support organizations. The objective was to unify and improve IT service delivery to various business lines. Responsibilities included. Created and Maintained foundation data -user Accounts, Approvers, Support Groups, Sites, Production Categorizations, and Templates. Manage and coordinate activities during the overall ticket life cycle in Incident and Problem Management. Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools and enhanced requests by java script. Worked on Asset Management solution. Involved in the design and development of Transfer Orders and how asset states change within their lifecycles. Implementation & development, architecting, production support, and system upgrades on ITSM and monitoring. Worked on the relationships between Change Management, Configuration Management, Incident Management, and Problem Management Engage multiple departments from Business unit and HR to all IS staff to keep CMDB data integrity and quality. Worked on order guides, to arrange them in sequential order to make the user comfortable while raising a request. Resolved typical User s access and roles issues by checking active directory and user s table. ACADEMIC EXPERIENCE Bachelor of computer science JNTUH University, India. Keywords: continuous integration continuous deployment artificial intelligence user interface user experience javascript business intelligence database information technology microsoft Colorado Georgia Texas