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Nikhil Sai - Servicenow Developer

[email protected]

Location: Louisville, Kentucky, USA

Relocation: Yes

Visa:

PROFESSIONAL SUMMARY A Service Now Admin / Developer with 6 years of overall IT experience and having specialized experience on implementing Incident, Problem, Change Management, Configuration & Asset Management (CMDB), Service Catalog, Discovery and Integrations. Experience in Service Now implementation, integrating, development, administration and support. Proficient in configuring and customizing ServiceNow modules like Incident Management, Service Catalog, Problem Management, Change Management, etc. Good exposure of on Background Scripts Glide form, Glide Record, Glide Ajax and its usage to automate processes and create custom applications. Strong exposure to ITSM applications like Incident management, Problem management, Change management, Asset management, Service level management, Knowledge management. Experience working with Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists etc. Experience in configuring and customizing all aspects of Service Now like UI actions, UI policy, Business rules, Data policies, Client scripts. Involved in developing the Angular JS MVC framework for the Single Page Application development. Customized Scripting on Service Catalog/Email Template/Workflow script Expertise on creation of workflows for Service Catalog items in Service Now Experience using DISOCVERY tool to fetch CI related information. Knowledge in using Glide Scripting for creating UI Action and business rules. Functional knowledge and implementation experience of ITSM frameworks. Research and deploy new releases and/or enhancements into the Service Now environment. Experience working with various versions of Service Now Eureka, Fuji, Geneva, Helsinki and Istanbul. Experience in generating the reports in Service Now as per the requirements in Service Now. Strong experience in web application development using HTML, JavaScript, Java, CSS, Jelly. Working experience with relational databases like Oracle, MS SQL Server, My SQL. Experienced in all phases of Software Development Life Cycle (SDLC), quality management systems and project life cycle processes, Waterfall and Agile, Scrum. TECHNICAL SKILLS: Service Now Modules Incident Management, Problem Management, Change Management, and Integrations, CMDB, Asset Management, Configuration Management, Service Catalog, ITSM, ITOM, Reporting, Client Side and Server-Side Scripting, Client & Server API's, Glide Aggregate, Glide Record, BCM Tool. Languages & Technologies C, C++, HTML, JavaScript, CSS, XML Software Methodologies SDLC, Waterfall, Agile, Scrum Databases Oracle, SQL Server, Operating Systems WIN XP, Linux, Unix, windows 10/11 Tools and Packages MS Office Suite 9X/2000/XP (PowerPoint, Word, Excel, Access, and Outlook), MS Outlook, MS Project, MS Visio. Web Services SOAP, REST PROFESSIONAL EXPERIENCE Humana, Louisville, KY July 2024 to till Date Sr. Service Now Developer Responsibilities: Designed, implemented, and managed proactive monitoring and alerting in ServiceNow ITOM, Event Management, AIOps, ensuring predictive incident detection and reduced downtime. Designed and implemented cloud integrations between ServiceNow and platforms such as AWS, Azure, Google Cloud, and third-party Saabs systems using REST APIs and OAuth 2.0. Worked on HR services, case management, response templates, assignment rules, and lookup rules. Developed and maintained server-side scripts, script includes, UI actions, and business rules. Developing and troubling shooting Oracle iPass solution design for ESG projects across different systems. Assist with audit preparation and execution. Backup for IRM support of PRC applications Led the end-to-end implementation of Knowledge Management (articles, knowledge blocks) and HRSD solutions (onboarding, off boarding, employee requests). Used JavaScript and Glide Script to create Business Rules, Client Scripts, UI Policies and UI Actions. Worked on the HR Service Portal and customized workflows to improve employee self-service capabilities. Developed the IRM capability within the group through training and emphasizing its cause Integrated ITSM, CMDB, and HRSD for seamless service delivery across the platform. Managed and maintained ServiceNow upgrades, ensuring compatibility with domain separation configurations. Developed and implemented ITOM solutions (Event Management, Discovery, Service Mapping) to improve IT infrastructure visibility. Configured Linux servers to host ServiceNow MID Servers, managing service users, firewall settings, and secure credential storage. Used GlideSOAPMessageV2 API to programmatically send and receive SOAP requests/responses for external system integrations. Created Angular directives, services using Angular providers to automatically inject in client script controllers using Angular JS. Environment: ServiceNow, ITIL, HRSD, ITOM, SecOps, Vulnerability Response, App Engine Studio, Qualys, Tenable, JavaScript, HTML, CSS, SQL. Cigna Insurance Services, Bloomfield, CT January 2023 to June 2024 Role: Sr. Service Now Developer /Admin Responsibilities: Configured and maintained Service Health Dashboards in ServiceNow, integrating Performance Analytics KPIs to monitor availability, compliance, and capacity trends. Collaborated with Employee Experience, ITSM, and Service Desk teams to improve Digital Employee Experience (DEX) and workplace satisfaction. Integrate large volumes of ESG source data, including structured and unstructured data, Sources include MySQL, SQL Server, Flat Files, ERP System (JD Edwards, MS Dynamics) and Cloud. Developed custom FSO Dashboards using Performance Analytics, enabling business units to track KPIs and reduce response times. Developed and customized ServiceNow modules including ITSM, HRSD, ITOM, and SecOps, aligned with ITIL best practices. Integrated ServiceNow with AWS and Microsoft Azure via service accounts, optimizing cloud environment integrations. Created a customized role with all the required access to the entire application for the admin of GRC. Responsible for day today management within the platform. Design and develop workflows using Flow Designer and Script Includes to support DevOps pipelines. Configured UI Page and UI Macro using the Jelly, Angular JS and JavaScript. Assist with audit preparation and execution. Backup for IRM support of PRC applications. Submitted the documentation and trained the GRC users on ServiceNow GRC Application. Created all JavaScript logic (validation, animations, transitions, template, date picking etc. Utilized Process Optimization to proactively detect potential issues before they impacted business operations. Environment: ServiceNow, ITIL, ITSM, ITOM, HRSD, CMDB, JavaScript, HTML, CSS, SQL, Eclipse IDE, App Engine Studio, APIs, SOAP/REST, Performance Analytics. DICKINSON FINANCIAL CORPORATIO, Kansas City, MO November 2021 to December 2022 Role: Service Now Developer Responsibilities: Development of Service catalog, which includes creating new catalog items, designing workflows and execution, plans. Created functional and technical specifications documents for various Service Now modules Used ATF (Automated Test Framework) to write and execute tests for FSO modules, improving release quality and reducing regression issues. Worked on implementing new applications like Notify and Customer Service Management (CSM) in ServiceNow. used KPI Composer to track the progress of the implementation. Configured Data Dictionary overrides for Default values and operated with JavaScript functions. Hands on experience in Java Script, Angular JS, AJAX, CSS, HTML and Bootstrap. Performed the task of using Discovery to load configuration information to CMDB. Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5 Involvement with input validation using JavaScript. Configured multiple forms for Asset module using Configuration Management Database. Resolving typical Users access and roles issues by checking active directory and users table. Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form. Writing script includes invoking them in reference qualifiers or variable scripting. Environment: ITSM, CMDB, HRSD, Order Management, Incident Management, Change Management, Problem Management, Knowledge Management, JavaScript, HTML, SOAP, HTML5, Windows 10/11. UBISOFT, Hyderabad, India August 2019 to June 2021 Role: Service Now Developer Responsibilities: Development of Service catalog, which includes creating new catalog items, designing workflows and execution, plans. Created functional and technical specifications documents for various Service Now modules used KPI Composer to track the progress of the implementation. Configured Data Dictionary overrides for Default values and operated with JavaScript functions. Coordinating the instance upgrade activities. Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning. Hands on experience in Java Script, Angular JS, AJAX, CSS, HTML and Bootstrap. Worked on UI Macros to create pages as templates on requirement from the stakeholders Configured multiple forms for Asset module using Configuration Management Database. Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form. Writing script includes invoking them in reference qualifiers or variable scripting. Environment: ITSM, CMDB, HRSD, Order Management, Incident Management, Change Management, Problem Management, Knowledge Management, JavaScript, HTML, SOAP, HTML5, Windows 10/11. Certifications: Certified System Administrator (CSA), Customer Service Management (CSM) Certified in Human Resource (HRSD) Certified implementation Specialist IT Service Management (ITMS), Discovery Keywords: cprogramm cplusplus continuous integration user interface javascript information technology microsoft mississippi Connecticut Kentucky Missouri