Kavyasree Davuluri
Richmond
Summary
Overall, 9+ years of professional IT experience with 7 years of experience on ITSM applications. Experience working on ServiceNow as Administrator and Developer in different domains. Extensive experience on technical implementation of various ServiceNow modules such as Incident, Problem, Change, Asset Management, CMDB (Configuration Management Database), knowledge, Request, Service Catalog, Custom Applications, and Integrations. Implementation of ITSM modules in ServiceNow using Interframework principles with strong understanding of ITIL V3, Deep functional and technical knowledge of ServiceNow. Having a Functional and technical Knowledge and Implementing ITBM, ITOM, Change Management, HRSD, GRC Applications in ServiceNow. Experience in implementation and generating Business Rules, Script Includes, Data Dictionary, UI Actions, UI Policies, Client Scripts, UI Actions and Validations Scripts in ServiceNow using JavaScript and Glide System. Extensive experience in creating and maintaining Access Control Rules (ACL) for securing and providing the right access to role-based applications. Experience in configuring E-mail notifications in ServiceNow. Worked on UI Pages, Scheduled Jobs, Script Includes and Events. Experience in configuring Email notifications in ServiceNow, Scheduled Jobs, Script Actions, and Events for any scheduled actions. Experience in Configuring existing workflows and creation of new workflows using ServiceNow graphical workflow editor. Designing of various Service Catalog items using Designer and Record Producers and Defining workflows for the Catalog items, Approvals and Dynamic tasks in ServiceNow. Knowledge in configuration of CMDB (Configuration Management), Asset management and use of Discovery and MID - Server installation in ServiceNow. Expertise in doing CMDB bulk data loading using transform maps and transform scripts. Worked on integration of ServiceNow with External Authentication systems LDAP and SSO. Creation and maintenance of Critical Incident Reports and User Administration. Experience working in third-party integrations using SOAP and REST web services, handling XML and JSON data. Good understanding of Helpdesk / Service Desk and hands-on experience of Employee Self-service (ESS) portal customizations. Extensive knowledge of Front-End Technologies: HTML, JavaScript, JSON, AJAX and CSS, XML. Extensive experience in working with JavaScript Frameworks like jQuery and JSON. Experienced in all phases of Software Development Life Cycle (DLC), quality management systems and project life cycle processes. Implementation and Enhancement of projects. Experience working with Waterfall, Agile and Scrum methodologies. Very Good organizational, communication and documentation skills. Ability to work independently and as part of a group.
Overview
10
10
years of professional experience
1
1
Certification
Work History
ServiceNow Admin/Developer
CareFirst BlueCross BlueShield (FEPOC)
Reston
03.2020 - Current
- Create new service catalog requests and items with variables and variable sets
- Developed UI Appearance for Service Catalog Requests
- Configured ACLs
- Created HR cases for employees to record the processing of HR requests, such as a request from an employee for a leave of absence
- Created, developed, and implemented HR case for automated HR processes, such as employee onboarding and off boarding
- Worked on Various Catalog Items and Workflows Related to HR Service Portal
- Create, monitor, modify, and publish service catalog workflows with approvals
- Installed and Configured MID Server in clustered environment
- Implemented LDAP integration to load users from Microsoft Active Directory into Service Now
- Extensively used GlideAjax in Client Scripts to call Server-Side Script Includes
- Created new Configuration items and defined relationships in addition to OOB configuration items
- Extensively worked with Events and Notifications
- Developed various workflows for Catalog Items and Change Management Process
- Designed a company-wide service catalog that offers a collection of services
- Involved in customization of UI for a knowledge base
- Created Inbound web services using Scripted Web Services and Import Set Web Services between Service Now and procurement Systems
- Created customized login pages, search pages with drop down list in search bar
- Configured and retrieved the service catalog items from the databases for user friendly in new CMS UI pages
- Involved in designing, development of Home Page, Place Order for Service Catalog, Knowledge base, create a service ticket, schedule a call from the service desk and schedule a time for solving the issues with one to one personally
- Involved in creating My Dashboard where it contains My Requests, My Reports of Incidents, and a search bar for searching of Incidents
- Created update sets for configuring in different instances i.e., DEV, TEST, UAT and production instances
- Actively involved in daily Scrum meetings
- Create, monitor, modify, and publish service catalog workflows with approvals
- Build reports, gauges, and home pages
- Search, populate, and customize the knowledge base
- Configuration of Email Notification and Alerts to notify users about specific activities in the system Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs
- Developed operational requirements documentation and trained operational staff to maintain solution
- Managing ServiceNow (Change Management) ITIL Automate and standardize business processes for all Go-Lives
- Consolidating all global IT to a single system of record.
ServiceNow Admin/Developer
WMATA
DC
09.2019 - 02.2020
- Its fresh implementation for the client
- Worked with process owners and Business stakeholder
- Reviewed documentation of Analyst which includes Business Requirements Document
- Create new service catalog requests and items with variables
- Developed UI Appearance for Service Catalog Requests
- Implementation and Support of various ITSM ServiceNow modules such as Incident Management, Problem Management, Change Management, Knowledge Management, Service Catalog, Configuration Management and Custom Application Development
- Implemented CMDB Integration using Web Services integration, it involved consuming Rest web services, using Business Rules, Script Includes, UI Actions and Other ServiceNow scripting modules to support data synchronization and business logic
- Implemented ServiceNow Incident Integration with Jira Issue, using REST Web Services, it involved exchanging Incident data between 2 environments like states, comments, attachments, short description, etc., Create, monitor, modify, and publish service catalog workflows with approvals
- Designing, configuring, and customizing new applications and modules
- Assisting in troubleshooting patch / release management issues
- Build reports, gauges, and home pages
- Created HR cases for employees to record the processing of HR requests, such as a request from an employee for a leave of absence
- Created, developed, and implemented HR case for automated HR processes, such as employee onboarding and off boarding
- Create and use update sets to move customizations between systems
- Search, populate, and customize the knowledge base
- Worked on enhancing the Cart Controls, build order guides and Record producers to fulfill various requirements
- Created various workflows for Service Catalog Items and Change Management Process Extensively worked in Business Rules, Background scripts, Script Includes
- Created both Inbound Scripted Web Services and inbound Email Actions to create incidents from emails
- Used Notifications to send communication from the system
- Monitored system performance and provided system statistics and reports to the Business
- Develops conversion plans and procedures
- Performed Data migration of CI Attributes for CMDB using import sets
- Managing CMDB
- Installed Multiple Mid Server’s on the Jump Server
- Integrated ServiceNow with LDAP and enabled Single Sign on Customization of applications according to business needs
- Created process documentation for the solutions implemented
- Created groups for set of users, and used them for approval, assignment, receiving notifications
- Configured Email Notifications and Modified Out of the box Notification for ITSM modules
- Involved in LDAP integration with ServiceNow for obtaining users and groups from Active Directory
- Worked extensively in configuring SSO with ADFS and migration to Okta
- Worked on setting up Service portal content so that it's only available to authenticated users
- Experience with Service Portal to determine the users logging in to the portal and customization with a combination of system properties and script includes
- Configuration of Email Notification and Alerts to notify users about specific activities in the system Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs
- Worked with JavaScript, XML to create front-end and back-end components such as forms, buttons, views, pages, business rules and workflows
- Developed operational requirements documentation and trained operational staff to maintain solution
- Managing ServiceNow (Change Management) ITIL Automate and standardize business processes for all Go-Lives
- Consolidating all global IT to a single system of record.
ServiceNow Admin/Developer
Dovel Technologies
VA
03.2017 - 08.2019
- Worked on Service Portal development like creating branding, designing CSS etc
- Worked on Service Portal Widgets using HTML, CSS, Java Script, Angular JS etc
- Worked on development using Service Catalog, workflow, script include, client script, Ui Policy etc
- Worked on Service Portal development using widgets, templates, pages
- Worked on Angular JS, CSS, HTML to develop service portals
- Created custom PI charts using HI Chart APIs and made the interactive like the OOB PI charts in reports
- Worked on requirement gathering for the stories like pie chart creation in portal
- Worked on modules like Incident, Problem, Change, CMDB etc
- Worked on development by using Script Includes, Business Rules, UI Actions, UI Policies
- Worked on development by using UI Scripts, UI Macros, Client Scripts, Workflows, Catalog forms
- Worked on Email Notifications, email scripts, events for notification management
- Using workflow editor to design workflow of various modules and for triggering of various events and notifications
- Worked on building various Reports and dashboards
- Worked on UI pages, UI Macros, event registration, and Inbound Email Actions.
Java Developer
Proinf Networks
Hyderabad
06.2014 - 03.2017
- Requirement Analysis, Development, System, and Integration Testing
- Actively involved in design and developing of J2EE components
- Created Use cases and Sequence diagrams using UML
- Implemented MVC architecture using Spring framework
- Involved in multi-tier Java EE design utilizing Spring IOC and Hibernate deployed on WebSphere Application server connecting to Oracle database
- Used Spring Framework for data dependency injection and transaction management
- Used Spring ORM support for development of DAO layer
- Implemented DAO pattern for database connectivity with Hibernate
- Worked on complete coding and design to front-end with the implementation of JSP and Servlets
- Worked on project deployment files and context definition files for servlet mappings, Java bean class definition, Action class mappings, transaction
- Wrote SQL Queries
- Used DOM parsers for filtering messages from user and validate them in corresponding format
- Implemented logging using log4j and developed robust exception handling and error reporting mechanism
- Used CVS for configuration management and version control
- Created unit testing using JUnit
- Involved in support and maintenance after the project went live.
Education
Skills
- ServiceNow: Script includes, Business rules, ACL’s, UI policies, UI actions, Catalog Scripts, workflows, Notifications, Custom table creation
- Languages: JAVA, SQL, PL/SQL, Shell Scripting
- RDBMS: Oracle, SQL Server, MS Access
- Web Technologies: HTML, VB Script, Java Script, Java Servlets, SOAP UI, XML
- Web Servers: Java Webserver, BEA WebLogic, IBM WebSphere, Microsoft IIS
- Software Methodologies: SDLC, Agile and Waterfall
Personal Information
Title: ServiceNow Admin/developer
Certification
· Certified ServiceNow Application Developer.
· Certified ServiceNow System Administrator.
Timeline
ServiceNow Admin/Developer
CareFirst BlueCross BlueShield (FEPOC)
03.2020 - Current
ServiceNow Admin/Developer
WMATA
09.2019 - 02.2020
ServiceNow Admin/Developer
Dovel Technologies
03.2017 - 08.2019
Java Developer
Proinf Networks
06.2014 - 03.2017
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