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Kalpana Bazaz

Service Now Developer/Admin

e-mail: kalpana_bazaz58@hotmail.com

Phone: 815-742-6302

PROFESSIONAL PROFILE

·        ServiceNow professional with 8+ years of experience in software design and development with rich expertise in ITSM, ServiceNow, Java, JavaScript. Extensive knowledge and experience in Application implementation and Administration of ServiceNow.

·        Experience in Service Management and Service Delivery Process. (ITIL FrameWork).

·        Hands on experience in client scripting using different scripting languages like HTML, Javascript, and CSS. Worked on Calgary, Dublin, Eureka, and Fuji versions.

·        Extensive experience on technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.

·        Knowledge in Design and development of CMDB (Configuration Management) in ServiceNow.

·        Develop solutions on the ServiceNow platform that are sustainable and ITIL compliant, identify and define business solutions for ITIL users.

·        Generated JavaScript’s to create Business Rules, Client Scripts, UI Policies and UI Actions.

·        Configured LDAP Server, for pulling user and group data from Active Directory.

·        Expertise in doing CMDB bulk data, load data reconciliation with the help of transform map and transform script.

·        Extensive experience of integrating ServiceNow with 3^rd party tools and implantation of SOAP and REST API.

·        Experienced in different custom applications for automating the business processes of the customer.

·        Experience in application development using various advanced features of Oracle like Bulk Collect, Autonomous Transactions, Dynamic SQL, and Collections.

·        Thorough understanding of Asset Management Services like Business Services and Configuration item relationships.

·        Experience in ITIL, ITSM V3 processes, Web services, Business Rules, Client Scripts, Workflows, Web Protocols, and Service Catalogs in ServiceNow.

·        Understanding of IT service management (ITSM) and the ITIL business process. Maintain service level agreement (SLA) and monitor an SLA workflow.

·        Create, monitor, modify, and publish service catalog workflows with approvals. Maintain Single Sign-On integration and create an access control rule (ACL).

·        Proficient working experience in SQL, PL/SQL, Stored Procedures, Functions, Packages, cursor, ref cursor, DB Triggers, table partition, Performance Tuning, SQL*Loader,  and Indexes

·        Experience in workflow scripting and error handling.

·        Designed many templates using Jelly Scripting for e-mail notification and scheduling.

·        Experience in the web development technologies likes HTML, XML, AJAX, jQuery, JavaScript, XSL/ZSLT, CSS, Master Pages and Site Map.

·        Knowledge of automation tools.

·        Worked on LINUX /UNIX environments and expertise in database languages like SQL, Oracle.

·        Extensively worked on Business Objects Administration. Uploaded the reports and created users and groups and setting the rights on them using Central Management Console (CMC).

·        Provided assistance to clients with thoughtful experience and excellent communication skills with outstanding skills in problem solving and analysis.

·        Excellent work ethics, self-motivated, quick learner and team oriented.

TECHNICAL SKILLS

ITSM Tools	Service Now Berlin/Calgary/Dublin/Eureka/Fuji, Manage Now, ITSM Suite, HP Service Manager, HP Asset Manager, and BMC Remedy. Imports, Jelly, Web services, Reports, PDF, Macros, Mid Server.
Languages	SQL, PL/SQL, XML, Shell Scripting, JavaScript, VBScript,  L, C, C++.
Database	Oracle 8.x/9i/10g/11g, SQL Server 2000/2005/2012, MySQL 5.0/4.1, MS Access, DB2.
Operating Systems	Windows, Unix, Linux.
Tools	Quest TOAD, OEM, SQL Developer, PL/SQL developer, SQL*Plus, SQL*Loader, ER win, MS Office, MS Visio WINSQL, WINSCP, Servlets, JSP, JDBC, Struts, Hibernate, Applets and swing components, ASPX, JDK 1.4, ASP.NET
Web Development Tools	HTML, DHTML, CSS, JQuery, XML, DOM.
Version Control Tools	Tortoise SVN, Microsoft Visual SourceSafe(VSS)

EDUCATION

Bachelors of Technology                                                                                                                      

Sastra university  Computer Science

PROFESSIONAL EXPERIENCE

Client: Frontier Communications, Fortworth, TX                                                    Jul 2014 – Present

Role: Service Now Developer               

·        Involved in the 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 Service Now system.

·        Developed solutions in the service now platform that are ITIL V3 compliant and defined business solutions for ITIL users.

·        Designed and implemented new functionality using UI Policies and Data Policy.

·        Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs.

·        Designing the Content Management System for Varian system which involved CSS and service catalog work.

·        Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's.

·        Has been part of end user self-service portal management.

·        Configured end to end process for Knowledge management, and worked on the knowledge Centered Support (KCS) plugin.

·        Worked on creating users, roles, groups and load the data to service-now objects using import sets on daily, weekly, monthly and on a request basis.

·        Configured LDAP Server and LDAP Listener for updating the user and group table record.

·        Responsible for creating homepages including basic reporting, gauge configuration, and dashboard presentation.

·        Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.

·        Generating weekly reports and metrics for IT management.

·        Configured metrics for indicating KPI of the Industry in different measure.

·        Created many standard workflows which are being re-used and propagated.

·        Documented business processes, functional requirements, and conduct information flow analysis and process modeling within and across multiple business streams.

·        Maintain the integrity of the service-now tool across production and non-production environments.

·        Provide training on service-now process, operations, and capability to all required teams.

·        Involved in production support for all the Service-Now related issues.

·        Configured Scheduled Data Import for importing data files from remote server location by SFTP/FTP.

·        Integrated Microsoft SCCM with ServiceNow for pulling the entire configuration item into ServiceNow.

·        Pulling reports and scheduling the reports as per the client requirement.

·        Creating database views to pull the reports on variables which are being used by catalog items.

·        Configured multiple Catalog Items Front-end web / GUI components using JavaScript, SOAP, Web services, CSS, HTML5.

Environment: ServiceNow Eureka/Dublin, Windows 10, XML, Oracle 11g, Toad, SQL, AJAX, Cloud service, jQuery, UNIX.

Client: Camelot integrated solutions , Houston ,TX                                                    Apr 2013 – Jun 2014

Role: Service Now Developer/Admin

·        Communicating with end users, identifying their difficulties and changing the applications as per their requirements.

·        Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.

·        Configured UI Page and UI Macro using the Jelly and JavaScript.

·        Managed end user portal and created dynamic, static block for the content management system.

·        Implemented best practice of ServiceNow Scripting, which enhanced the System performance.

·        Designed Workflows, along with standard Workflow templates which can be reused.

·        Strong knowledge of the server side scripting Business rules and Script Includes.

·        Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse  organizations.

·        Orchestrated the efforts of vendors, and internal divisions/departments to internalize new IT Asset Management processes.

·        Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps.

·        Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.

·        Implementation of Software and Change Management, ServiceNow Change Management.

·        Implementation of changes to improve automation and efficiencies in ServiceNow.

·        Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.

·        Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.

·        Managed all Change Management Information (ServiceNow). Configured multilevel approval workflow for the change request.

·        Implemented Risk Management for the Risk evaluation of the change Request associated with the Configuration Item.

·        Managing ServiceNow (Change Management) ITILAutomate and standardize business processes for all Go-Lives. Consolidating all global IT to a single system of record.

·        Involved in daily, weekly and monthly meetings with the client on the work progress and discussions on the upcoming work.

·        Responsible for Development Team Performance and involved in grooming & mentoring team members on various processes.

·        Did performance tuning of the ServiceNow and also worked on System Diagnosis.

·        Integrated Microsoft Translator with ServiceNow for translating the different string.

Environment: ServiceNow Berlin/Calgary, Windows10, Oracle 11g, WINSCP, SQL*Plus, JavaScript, Unix, Linux.

Client: Toyota Financial Services, CA                                                                             Aug 2012 – Mar 2013

Role: Service Now Developer

·        Configure SAML2.0 (Single Sign On) Integration setup for the new service now instances.

·        Configure the LDAP Integration by integrating Active Directory to Service Now.

·        Configure Altars application to bring asset related data into Service Now by using SOAP calls and API’s.

·        Develop custom applications of IT Service Management components Incident, Change and Problem managements in Service Now as per the technical design document.

·        Develop Service Catalogs for Business and IT Services like Data Quality, Supplier, Data Governance, Communication and Collaboration, Finance, Security and Access, Business Processes like Promo Codes and etc.

·        Worked on the internal portal for accessing all the business services by using Service Now Content Management Application.

·        Configure Mid Servers on local Windows servers for Service now Integrations and Discovery Application.

·        Individually implemented Discovery Application for populating CMDB.

·        Migrate the update sets to Production and handle Release Management activities.

·        Implement and optimize CMDB (Configuration Management Database) in Service now.

·        Act as a Primary support contact for the Service-Now tool.

·        Service Catalog and Request  Workflow Design and Configuration.

·        Created various workflows for Incident Management, Change Management, Service Requests and SLA's.

·        The service we also provide to clients is a semi-managed service for administering their Service desks that have been implemented. This includes various administration tasks within Service desk software.

·        Created Buttons and context menus both on form and lists using UI actions.

·        Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.

·        Created new Business Rules/Script Includes/Client catalog script/Client Script.

·        Configured chat functionality for Service Desk ticketing queue.

·        Created transform maps for importing CMDB data.

·        Written script includes and invoked them in business rules and client scripts.

·        Imported many ci’s using import set tables.

·        Imported Active Directory to Service now using data sources.

·        Created data sources and loaded the Service-Now tables with different data formats.

·        Created transform maps both automatic field mapping and scripting.

·        Also worked on Asset Management and loaded the data into it.

Environment: Calgary and Eureka, JavaScript, JSON, jQuery, Web services, SOAP, XML, HTML, Iframes, AJAX, Integrations, ITIL V3, SCRUM.

Client: LOGICA (Now CGI), TEMPE, AZ.                                                          Oct 2011 – Jul 2012

Role: IT – Remedy ITSM CONSULTANT

·        Remedy ITSM Process CoE.

• Responsible for documenting requirements, workflows and implementing workflows for Incident, Service Requests, Problem and Change Management migration project to Service Now.
• Responsible for leading SCRUM based development cycles with development teams for the above requirements.
• Responsible for testing and code migration between test, development and production instances.
• Responsible for code correction, requirement fitments, notifications and business rule changes before production MI Support.

·        Release Management: definition of a new release management processes for around 136 applications that are dependent on CRM, ERP and web application tier services.

• Worked with the staffing team & Hiring managers to document the Talent mobilization (staffing and onboarding) process and highlight areas which could be improved to reduce the cycle time.
• Involved in the evaluation of ITSM tools like Kovuri, OTRS, and Digit for selecting a tool to be used for internal projects.

·        Part of the core team to implement ITIL V3 at the organization level and finding the delta between ITIL v2 & v3.

Environments: Remedy Helpdesk Application, MS SQL, Asset management, Remedy Migrator, Remedy Data Import, Crystal Reports

ByteAlpha Solutions, Hyderabad, India

Client: KU Medical Center, Kansas City, KS                                                        Apr 2010 – Sep 2011

Role: Front End Web Developer

·        Developed the UI layout and front-end programming (HTML) for web application that matched requirements.

·        Coordinated project activities and ensure that all project phases are followed and documented properly.

·        Extensively involved design discussions and user experience sessions to provide inputs on the layout and UX.

·        Designed the front-end applications, user interactive (UI) web pages using web technologies like HTML, XHTML, and CSS.

·        Developed GUI using JavaScript, HTML, DOM, XHTML, AJAX, CSS3 and jQuery Mobile in on-going projects.

·        Used JQuery for creating various widgets, data manipulation, data traversing, form validations, create the content on the fly depend on the user request, implementing Ajax features for the application.

·        Improved user experience by designing and creating new web components and features

·        Involved in complete SDLC – Requirement Analysis, Development, System and Integration Testing.

·        Followed MVC Structure to develop Application.

·        Widely used optimization techniques in existing code.

·        Handling cross browser/platform compatibility issues (IE, Firefox, and Safari) on both Windows and Mac.

·        Tested/De-bugged on browser using Firebug.

Environment: CSS3, XML, HTML5/DHTML, CSS3, JavaScript, Tomcat Apache JQuery, JSP, AJAX, SVN

ByteAlpha Solutions, Hyderabad, India

Client: BPN Paribas, NY                                                                                                Mar 2008 – Apr 2010

Role: UI Developer

                       

·        Built pages from mock-ups using JavaScript, Jquery, CSS, and HTML.

·        The experience of working with CSS Background, CSS Layouts, CSS positioning, CSS text, CSS border, CSS margin, CSS padding, CSS table, Pseudo-classes, Pseudo-elements and CSS behavior’s in CSS.

·        Ability to rapidly prototype interface designs in hand-coded validating, standards-compliant, and semantically rich code and be aware of cross-browser compatibility and bugs.

·        Thorough understanding of the differences and bugs in various browsers and browser versions.

·        Understanding of application development lifecycle methodologies.

·        Knowledge of human factors and usability, best practices for interface design.

·        Strong communication, analytical and interpersonal skills working within cross-functional teams.

·        Deep understanding of JavaScript and the Query framework.

·        Discussing the business requirements with clients and documenting them into process requests.

·        Built forms from scratch along with advanced customizations at the level of UIMacros/UI page as per the complex requirements.

·        Developed front-end UI pages and necessary backend classes to support data access and user authorization.

·        Created both client and server side validations using jQuery.

·        Helped business and testing team in testing and UAT phases.

·        Used Tortoise SVN for version controller.

·        Created a lot of clients scripts/UI policies also with a lot of high-level customizations like attaching custom events and DOM-injection with Jquery and Prototype.

·        Created many scripts which include Business rules (server side code) and also modified OOB.

Environment: Client Script, Data load, CSS, Jquery, JavaScript, Security, Table, and User Administration.

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