NITISH KOYYALAMUDI

 NITISH-- SUMMARY Around 3 years of experience in ServiceNow platform as both Developer and Administrator. Configured Applications using ServiceNow Platform used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the ServiceNow platform as well as experience delivering medium to large-scale ServiceNow implementations. Served as the primary point of contact for all operational support issues related to a ServiceNow instance used by multiple business units within the client organization. Worked with the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations. Experience developing in ServiceNow using Java Script and implementing integrations utilizing Web Services. Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs. Developed and configured Business Rules, Script Includes, UI Policies, Catalog Client Scripts and Client Scripts. Worked on Service Portal create the customized widget, pages, and OOB widgets. Assisted in the integration of Discovery with ServiceNow CMDB. Developed CMS Pages and linking the pages in Service Portals using Angular JS. Experience in configuring / maintaining / customizing ITSM 5.5 / 6.0 / 7.x / 7.6.x. Experience in performance tuning of Remedy and Service-Now Setups. 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. Enhanced the existing LDAP integration and modified business rules. Experience in working with Service-Now versions- Istanbul, Kingston, London. Experience in web development and application development using HTML, JavaScript, Ajax and CSS, J2EE. Involved in setting up the SLA as per the requirements. Involved in configuring the UI Actions, UI Policies, Client-side scripting and Server-side scripting. Using ACL's for controlling the security mechanism in ServiceNow. Involved in cloning activities like raising the request for cloning and excluding some  tables to not come under cloning. Involved in redesigning the workflows using ServiceNow workflow editor. Involved in reconciliation of complicated workflows to simpler form. Developed Service catalog by creating new Catalog items, Designing workflows and  Execution plans. Created Outbound Email Notifications using Email Templates. Integrated Service Now with internal applications through Inbound Email Actions. Created various Script Includes and UI Scripts. Involved in LDAP integration with ServiceNow for obtaining users and groups. Technical Skills: ITSM Tools Service-Now, HP Service Manager Languages: C, C++, HTML, XML, JavaScript, Angular JS, SQL, CSS OS Windows - 2008, 2003, 2000, XP, Win 7; UNIX - Linux, Solaris Databases SQL Server, MySQL, Oracle 10G, MS Access Tools JIRA (Project Management), PPMC, Abinitio (ETL) Software Methodologies SDLC, Waterfall, Agile, XP, Scrum ERP Knowledge on SAP – MM ServiceNow Engineer – September 2018 – May 2019 Tanium – Chicago, IL Responsibilities: Worked on upgrading ServiceNow Version from Jakarta Patch 7 to Jakarta Patch 10. Worked on integrating Active Directory and ServiceNow using LDAP server. Implemented initial user roles and maintained them for ServiceNow. Worked on SSO for OKTA for Security Operations for accessing different applications at a single DashBoard. Developed process flow for Incident, Problem and Change Management from the scratch as per the client requirement and usage. Build and maintain the logical service configurations of the infrastructure and application domains that support a service. By configuring MID Server to maintains a connection to Event Management, which sends the information to your instance for storage, processing, and remediation. Worked on Discovery, set up MID servers and check the connectivity. Also troubleshooting the Discovery tool in ITOM. Developed and supported workflows in Tanium for Incident, Problem and Change Management. Created Service catalogs that provide HR Service people with self-service opportunities. Customized portals where HR Service People can request catalog items such as service and product offerings. Wrote Client Scripts to configure forms, form fields, and field values while the user is using the form. Used Business rules to accomplish tasks to create events for Email Notifications and Script Actions. Created an entirely new Script Includes by following the format of the existing Script Includes. Created SLA Notification and Escalation Workflow to send out a notification to the assignee and/or assignee's manager. Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions. Integrated Microsoft Azure with Event Management and to add the Azure platform as a data source, configuration is required in Azure platform. Worked with Event Management can receive events from other Azure formats, such as Azure Activity Alert (also known as audit log), and Azure log Alert (also known as unified log). Worked with Service Mapping to build the map of all devices and applications that are used in the business services for the ITOM module. Worked with Top-down mapping to see the immediate impact of a problematic object on the rest of the application Service operation. Designed effective HR Service Portal from the scratch to enhance HR Service experience. Worked with ServiceNow Test Management, is a User Acceptance Testing (UAT) framework that, used in conjunction with ServiceNow Project Portfolio and Agile Development, helps project teams and business users deliver higher quality services, faster. Designed robust ServiceNow mobile solutions for Tanium employees. Populated the CMDB by using Discovery, by importing information from another source, and by integrating with an existing external CMDB, and also by manually creating CIs. After population of CMDB with information, I created a record for each Configuration Item(CI) in the cmdb_ci table or on one of the tables that extend that table. Assisted in the integration of Discovery with ServiceNow CMDB. ServiceNow Admin/Developer – January 2018 – September 2018 First Republic Bank – San Francisco, CA Responsibilities: Worked on ServiceNow: Discovery, CMDB population, Security & Roles. Integrated with HEAT using Inbound Email Actions and Outbound Email Notifications. Used ITIL practices to implement Service Now applications in phase by phase approach. Displaying data, include analytical reporting as widgets. Convert "legacy" catalog item/workflows into Service Portal experience. Develop new and maintain/enhance customer/process-oriented Service Portals. Experience in upgrading of ITSM suite from 6.0 to 7.0 Responsible for collecting business requirements for the ITSM reporting. This entails conducting interviews and reviewing over 100 legacy reports. Developed policy on maintaining changes to the ITSM Universe. Designed and developed changes to the ITSM Universe. Created SLAs and participated in running SLAs and responsible for closing successfully in Service Now. Integrated LDAP with ServiceNow for obtaining users and groups for ITOM. Used ServiceNow Orchestration in the ITOM module to manage processes and to automate things outside ServiceNow instance. Integrated Amazon Web Services (AWS) with Event Management. To add AWS platform as a data source, configuration is required in AWS platform. Scheduled SLAs as per scope of tickets in ServiceNow. Written Business Rules for customizing the tool in Service Now. Worked on integrating Service Now with LDAP and SSO Implementation. Customized Incident/Problem/Change/Service catalog applications using Business rules, Client scripts, Workflows in Service Now. Used Service Portal Designer to Customize each page in Portal. Utilized OOB ServiceNow Bootstrap. Responsible in building Catalog items in ServiceNow. Responsible in building SLA and generating Reports in ServiceNow. Created and modified various Business Rules, Script includes, Ajax Query, JavaScript, and Jelly Scripts, UI Actions, UI Policies and Service Level Agreements (SLA) for the existing and customized applications as per the business requirements. Created Access Control List (ACL) rules for forms, tables, modules and managed groups/roles according to the requirement. Defined users, groups and roles and providing accessing permissions in ServiceNow. Participated in validating Form and Table level using UI Policies in Service Now. Configured multiple Catalog Items Front-end web/GUI components using JavaScript, CSS, HTML5. Created Email notifications and scheduled in Service Now. Written scheduled jobs in Service Now. SMTP configuration for outgoing mail from ServiceNow instance in ServiceNow. Designed and scheduled workflows and automated the frequent occurring activities across applications in ServiceNow. Design solutions to enhancement requests by developing with JavaScript and implementing workflows.  Developed presentation layer using JSP, HTML, DHTML, CSS, AJAX, JavaScript. Customized forms and Lists of Incident and Problem Management tables in ServiceNow. Used Transform maps to import Data to Configuration Management in Service Now. Maintaining product catalog to import the configuration item records in ServiceNow. Configured and developed custom UI components for Incident and Service Catalog. Usage of CRUD operations on Service Portal using web services Involved in production support for all the ServiceNow and report related issues. Worked on Creating Users, Roles and Groups and load the data to ServiceNow objects using import sets on daily, weekly, monthly and on request basis. Environment: JavaScript, HTML, SMTP, LDAP, CMDB Management, SLA, SSO. ServiceNow Admin/Developer – October 2016 – December 2017 W. W. Grainger – Chicago, IL Responsibilities: 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 Service Now. Coordinated the instance upgrade activities. Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand. Development and Implementation of ServiceWatch for Automation of IT operations Management (ITOM). Performed mapping using ServiceNow ServiceWatch. Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5. Worked on UI Macros to create pages as templates on requirement from the stakeholders. Configured multiple forms for Asset module using Configuration Management Database (CMDB). Resolved typical Users access and roles issues by checking active directory and users table. Worked on ServiceNow ITOM business development, project delivery / implementation, building ServiceNow ITOM practice & competency (Service Mapping, Discovery, CMDB, Event Management), and providing consultancy services to business regarding overall strategic business transformation leveraging ServiceNow. Pulled reports and scheduling the reports as per the client requirement. Created database views to pull the reports on variables, which are being used by catalog items. Wrote Catalog client scripts and UI policies to make client-side changes. Created the UI pages to use them in catalog items, Implemented-using UI scripts. Created Knowledge articles to document the steps in creating the catalog items. Worked on different kinds of variables and variable sets. Worked on order guides, to arrange them in sequential order to make the user comfortable while raising a request. Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form. Wrote script includes invoking them in reference qualifiers or variable scripting. Making sure that asset table mandatory fields are filled while importing. Moving Update sets from one environment to another environment. Writing Scheduled jobs and schedule imports depends on the requirements. Monitored the workflows on the daily basis, and to act in case of fails. Trained the end users to effectively use the reporting application to build and customize their reports. Creating the different types 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.  Environment: Service Now, Web services, SOAP, XML, HTML, ITIL, SCRUM Education Bachelor of Technology – Velagapudi Ramakrishna Siddhartha Engineering College – 2013 Electronics and Instrumentation Engineering Master of Science – Texas A&M University-Kingsville – 2016 Electrical and Electronics Engineering