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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 3rd
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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