Spandana Nedadavolu

• Perform day to day administration of Service-Now in Development, Test and Production environments to maintain business services and configuration item relationships in Service-Now.
• Strong skill set in the ServiceNow suite development including SOAP/REST integration.
• Involved in setting up REST and SOAP inbound and outbound messages to integrate with ServiceNow.
• Communicated with external web services using SOAP Messages and REST
• Supported ServiceNow integration using SOAP, REST web services, Import Sets & transform maps, BR scripts.
• Orchestrate user's access to Databases using Orchestration.
• Developing user friendly catalog items with experience writing orchestration workflows such as Content Management, Web Services.
• Worked on integration using SOAP / WSDL / REST.
• Utilized Orchestration to extend workflows to interact with systems and application code outside
• Worked on Performance Analytics by providing actionable insight on each level and for every role using key indicators, mobile-enabled scorecards, time charts, analytics, drill-downs, and dashboards.
• Worked on improving IT service delivery and demonstrate how IT is performing to support the business using ServiceNow ITSM.
• Worked on Procurement Application in creating purchase items and fulfilling the catalog requests.
• Extensive experience integrating ServiceNow with third-party tools and implementation of SOAP and REST API.
• Customized the applications using Business Rules, Client Scripts, UI Action and UI Policies, External Data load using Transform maps, etc., based on the application requirements and rolled out the customizations to upper environments using Update Sets.
• Configured Email notifications and created inbound email actions for various approval and service request tasks
• Developed Service Catalog items based on the project requirement provided by the stakeholders.
• Installed and configured MID server to gather data on local network and devices to be available in ServiceNow.
• Worked on configuration of LDAP connection in ServiceNow, LDAP servers to upload SSL certificate.
• Manage ITIL processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
• Customizing the workflows for various ServiceNow standard tables while aligning with ITIL V3 best practices
• Creation of user accounts, groups, roles, creating new and updating existing catalog items. Created, published & retiring knowledge base articles.
• Worked extensively on LDAP integrations. Successfully managed and developed large-scale implementations of ServiceNow across multiple processes and applications for clients in multiple verticals.
• Customized and created workflows for change management, Configuration Management, knowledge management and for service catalog items
• Integrate ServiceNow with Splunk to create the Incidents from Splunk.
• Simplified IT operations by providing access to meaningful, actionable information with right context using Splunk and ServiceNow
• Issues reported and tracked via the Splunk integration
• Demand management- prioritization and drive fulfillment.
• Responsible for process governance and oversight of ServiceNow demand management
• Streamlined ServiceNow demand management process and managed release lifecycle
• Analyzed user requirements to improve system capabilities, automate process Workflows and address scheduling limitations throughout the development and delivery of the ServiceNow.
• Managed users, groups and roles, Advanced Schedule jobs and Business rule creation. Managed data with Tables, the CMDB, Import Sets, and Update Sets.
• Worked with Service Now Event Management by configuring Event Mapping Rules, Event Transform Rules, Alert Rules, and Incident Templates.
• Investigated performance issues, learn troubleshooting tools, and use system logs to find issues.
• Coordinated installation of ServiceNow upgrades and/or service packs. Developed and managed the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements or error correction.
• Responsible for various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Experience on ServiceNow Customizations as per client's requirement.
• Involved in Designing, Development and Implementation of CMS (Content Management System) for customizing portal Pages using Jelly Script and UI Macros
• Involved in Configuration, Web Services, Catalog Client Scripting, SOAP, Developing complex workflows.
• Good experience in developing workflows and in customizing the applications in ServiceNow using Java script, Jelly, AJAX, CSS and HTML.
• Worked on creating users, roles, groups and load the data to ServiceNow objects using import sets on daily, weekly, monthly and on request basis while working in ADAM for Authentication.
• Involved in LDAP integration with ServiceNow for obtaining users and groups and played a significant role in Persona Management Project.
• Involved in designing, development of Home Page, Place Order for Service Catalog, Knowledge base, creating a service ticket, Schedule a call from the service desk and schedule a time for solving the issues.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system.
• Experience with Access Control Lists Setup and debug module for various ITIL processes as per the requirements.
• Expertise in 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 ServiceNow system.
• Configured Scheduled Data Import for importing data files from remote server location.
• Experience in generating and scheduling reports for multiple criteria as requested by different groups.
• Experience in complex transform scripts in transforming the data into the SNOW database.
• Worked to streamline the process flow for Upgrades and implemented the Project Tasks setup for all the developers to review Skip Logs and upgrade issues.
• Experience in working with UI Actions, UI Policies, UI Macros and Data Policies in ServiceNow.

• Involved in analysis of end user requirements and worked closely with team lead and Business analysts in understanding the current ServiceNow system
• Monitored and performed ServiceNow admin activities which involve user and group administration.
• Implemented and maintained ServiceNow platform to meet the business processes and support ITIL Framework.
• Designing and customizing new Applications and Modules as per the requirements
• Created users, groups, roles and load data to ServiceNow using import sets on daily, weekly or requirement basis.
• Writing Business rules, Client scripts, UI policies and UI actions to customize the instance.
• Worked on various modules in Service Catalog Management.
• Involved in configuration of Email notification and SMS notification to alert the users of ServiceNow.
• Developed solutions using Web services (SOAP/REST), JavaScript and web technologies to integrate ServiceNow with internal/external systems. Worked on REST API as a third-party application for Integration
• Worked on ServiceNow scripts by using JavaScript also used Angular JS for creating UI Scripts
• Involved in transfer of data from one instance to other by creating and maintaining automation on Transforms and Imports. Created transform maps using automatic field mapping and scripting.
• Worked on migrations from Eureka to Geneva.
• Strong in creating various work flows for Incident Management, Change Management and Service Requests.
• Involved in testing forms and reports for correct mapping of the objects and data transfers
• Good knowledge in designing and implementing of service requests through ServiceNow Catalog
• Understanding the requirements and designing of work flows.
• Implementing new functionality using Business rules, Client Scripts, Access control lists (ACL) etc.
• Worked on System Requirement Specifications (SRS) including problem analysis and system definition models
• Hands on experience in maintaining CMDB while tracking the record of configurations stored in CMDB.
• Responsible for installing and configuring MID servers for our CMDB Discovery and designed transform maps.
• Troubleshoot the discoveries for probe errors and at times customized OOTB probes for specific categories of CIs.
• Involved in the Integration of SCCM, a configuration management database, with CMDB. And this integration used the SQL server as staging table while connected to CMDB using JDBC connectors.
• Worked on NOTIFY integration for managing the major incidents
• Involved in integrating Chat and email systems for a business.
• Monitored system performance and provided system statistics and reports to the business.
• Created homepages including basic reporting, gauge configuration and dashboards
• Involved in preparing documentation for installation, design and maintenance of Custom modules in ServiceNow.
• Created many standard work flows which are propagated and handled in many custom events.
• Worked on Enhancements to Problem management module with development team based on requirements out
• Successfully worked on business requirements and technical specifications for ITSM platform
• Responsible for providing ServiceNow customization to end clients.
• Strong knowledge in JavaScript for writing Client scripts and Business rules.
• Involved in creating new workflows and modifying the existing work flows according to new requirements
• Worked on Incident management, Problem management, Change Management, Configuration Management.
• Configured inbound Email actions to create incidents or requests
• Modified forms and form sections depending on the items to be configured.

Environment: Java Script, Angular JS, JSON, jQuery, Web services (SOAP/REST), XML, HTML, iframes, AJAX, Shell scripting, Integrations, Cloud services, ITIL, SCRUM.