DIVYA SUNKARA

Versatile ServiceNow Admin and developer with over 7 years of leveraging software engineering and implementing new technologies to maximize development efficiency. Conducting extensive market and consumer research to translate into application features. Acquiring and applying new complex technology concepts in short period of time.

PROJECT DETAILS:

Project-4:

Client : Genpact

Role : Service Now Developer

Tool : Service Now – ITSM

Scripting: Java Script

Duration: December 2022 to till date

Description: This project contains Development, Integration, implementation, and maintenance of a Custom application (logical access management) it contains details of all employees within an organization supported using service now

Responsibilities:

· Responsible for day-to-day management with the platform.

· Developing service now applications from Business requirements and technical design documents.

· Configuring of Existing scripts, UI policies and UI actions.

· Configuring Users, Groups and Roles.

· Creating various notifications at different stages.

· Involved in technical and functional design requirements for ServiceNow

· Configuring various Email notifications and preparing Email templates for those notifications

• Designed and implemented the End User Portal

Project-3:

Client : Royal P&O Nedlloyd

Role : Service Now Developer

Tool : Service Now – ITSM

Scripting: Java Script

Duration: April 2021 to Nov 2022

Description: Royal P&O Nedlloyd is a Shipping logistic company widely spread across the globe and based at France. All the IT operation and logistic customer escalations supported using ServiceNow.

Responsibilities:

● Involved in implementation of Service Desk Incident module customization.

● Working with and functional requirements within ServiceNow for Catalog Management, Incident Management, Problem Management.

● Creating Catalog Items, Variables and Workflows

● Worked on Script Includes, Business Rules and Client Scripts.

● Design and implement new functionality using UI Policies, UI Actions, and Access Control Lists.

● Service Catalog and Request Workflow Design and Configuration.

● Customized the table and Form as per service desk operations.

● Implemented the new Business rules apart from OOB business rules as request by the business.

● Configured the email notification to notify the Outages and Major Incident situation and Approval.

● Customized Outage/Major incident workflow.

● Designed and implemented the End User Portal to raise the Incident.

Project-2:

Client : TIVO.

Tools : Service-Now-ITSM.

Scripting : Java Script

Roles : Service Developer & Admin.

Duration : Feb 2019 to March 2021

Description:

It automates enterprise IT operations, creating a single system of record for all IT processes within an organization. This system brings together IT strategy, design, transition, and operation on a powerfully simple cloud platform.

Roles &Responsibilities:

· Involved in Service Now Development, Customization and Administration

· Creation of new service Catalog items, order guides, record producers and modifying the existing ones as per the new requirement.

· Processes/modules deployment of Incident, Problem, Change, Service Level Management, Service Catalog.

· Developing and configuring Business Rules, UI Policies, Catalog Client Scripts and Client Scripts etc.

· Creating Workflows for Custom applications Automation.

· Service Catalog designing and work flow implementations.

· Configuring of Existing scripts, UI policies and UI actions.

· Configuring Users, Groups and Roles.

· Created various notifications at different stages.

· Ability to communicate and interact effectively with the business users/customers.

Project-1:

Client : Citrix

Tools : ITSM Service Now

Role : Service Now Developer

Scripting : Java Script

Duration : August 2017 to Feb 2019

Description:

This project involved in Development, Integration, implementation, and maintenance of Service-now Instance (IT Service Management) for the customers of Citrix. Customer specific instance were developed in the service-now application. This helps the customer to use services of IT Service management. Initially client was using BMC Remedy and later it was decided to implement Service Now.

Responsibilities:

· Involved in technical and functional design requirements for ServiceNow

· Use of Import Sets, transform maps and Transform scripts to extract data from various sources.

· Configured event-based e-mail notifications in ServiceNow

· Improve Service Catalog as per customer requirement by customizing record producer and

created

· certain UI Policies and Catalog client scripts

· Handled application of good logic on implementation of Service Catalog form

· Designed various Service Request workflows

· Configured various Email notifications and prepared Email templates for those notifications

· Experience on ITSM Modules like Incident Management, Problem Management, Change Management, Service Catalogues.

· Experience working with Business Rules, Client Scripts, Script Includes, UI Actions, UI Script.

· Worked on creation and customization of complex workflows and custom workflow activities.

· Experience on creation of catalog items, record producers.

· Software requirement analysis, design, development, deployment, and production support of complex high-performance applications including excellent experience on IT System Management, ServiceNow Development.

• Experience in different ServiceNow modules such as Knowledge management, Incident management, Change management.
• Experience in creating new Workflows and modifying the existing workflows according to new requirements in an efficient manner.

· Experience in importing data using import sets and transform maps.

· Experience working with Data Policies, UI Policies.

· Have knowledge on events and notifications.

· Have knowledge on LDAP integration, Integrations and Service Portal.

• Hands experience on Web services, Update sets, import sets, Reporting in ServiceNow .
• Good knowledge on designing workflows to automate the Business Process using ServiceNow .
• Experience in creating scripts like Client Scripts, UI actions, Business Rules and script includes.
• Hands on experience on End-to-End Service Request Management (SRM) – Service Catalog.
• Knowledge on ITIL and Agile Scrum Methodology.
• Ability to work independently and as part of a group.
• Basic Knowledge on Integration web services like REST.
• Experience in working with the workflows using ServiceNow workflow editor.

Certified System Administrator