Manasa Guduru

Contact No: +1 (902) 700 3921

Email: [email protected]

PROFESSIONAL SUMARRY

 Qualified IT Professional with 5 years of experience as a ServiceNow Developer/Administrator.

 Experience in configuring the Incident Management, Problem Management, Change Management,
Asset Management, Service Catalog, Knowledge Management, Implementing OOO Box Modules,
Service Request Management applications, Service Portal, Self-service User Interfaces and Content
Management Systems.
 Strong Implementation skills developed through years of tool Configuration, Customization, and
Integration assignments with Service Now ITSM product by following Software Lifecycle using SDLC
SCRUM.
 Hands on experience in client scripting, ServiceNow portal UI pages using different scripting languages
like HTML, Java script, JQuery, AngularJS, HTML5, and CSS.
 External Web Services Integration (SOAP based and REST based) and experience in working with
Scripted Web services, Script Includes, JavaScript and Jelly Scripting.
 Experience in configuring Data Sources, Import Sets, SLA/OLA, LDAP, SSO, Mid Servers and Transform
maps.
 Expertise on creation of workflows for Service Catalog items in Service-Now.
 Excellent knowledge of CMDB and Asset Management Services: Business Services and Configuration
item relationships.
 Effective usage of Glide system API and Glide Ajax calls in script includes and other scripting blocks
and Experience in creating scripts like Client Scripts, Business Rules, Catalog Client Scripts, UI scripts
and UI Policies using Glide Scripting for creating UI Action and business rules.
 Performing migration activities Dev to QA, QA to Prod.
 Actively participated in workshops with ServiceNow teams to help the companies implement
ServiceNow using best practices in ITSM and ITAM.
 Efficiency in working independently, ability to interact with different team members, inter-
communication skills, fluency in language.

CERTIFICATIONS

 Certified ServiceNow Administrator

 Certified in ITIL Foundations

EDUCATION:
 Bachelor of Technology in Electronics and Communication and Engineering - Jawaharlal Nehru
Technological University. India. (2013 – 2017)
TECHNICAL SKILLS:

ITSM Tools ITSM Suite, HP Service Manager, HP Asset Manager, Service-Now

JavaScript, jQuery, AngularJS, Bootstrap, AJAX, JSON, Jelly script, XML, HTML,
Languages
SQL, PL/SQL, Java, J2EE, C, C++
Applications Eclipse, Net Beans, Oracle SQL
Databases Microsoft SQL Server 2008/2005/2000, MS-Access
Operating Systems Windows, Mac, MS-DOS, Linux, Windows server
Web Technologies J2EE, JDBC, Servlets, JSP
Web Services SOAP and REST
Application Server Apache Tomcat, WebLogic.
Software Waterfall, Agile.
Methodologies

PROFESSIONAL EXPERIENCE

Tarion, Ontario Jan 2019 – Present

Role: ServiceNow Developer

Custom Applications:
 Created applications using Studio and System Applications.
 Defined various relations between tables for requests and fulfillment for each Application. UI
configurations and workflow design using ServiceNow modules such as Business Rules, Client
Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, and Access Control list.
 Develop mail scripts for the custom notifications. And created many standard templates for the
notifications in the domain separated environment.

Application Administration:
 Involved in Upgrades, Patch fixes and moving update sets from one instance to another instance
during the agile lifecycle. Updates & maintains a comprehensive testing protocol for Service-now
instance upgrades with the purpose of certifying all applications for use after the upgrade completes.
 Worked on installing Mid Servers and daily/weekly Maintenance.
 Maintained and administered the implemented instance of ServiceNow and performed tasks such as
Configuring Users, company, site, location and other existing fields, Support Groups, assignment
rules, categorizations, CI data, SLA etc. Also implemented Code Search functionality for developers.
 Created transform maps for importing data into the custom tables. Both automated field mapping
and scripting is used.
 Involved in the platform Upgrades from Madrid  New York  Paris Rome and worked on testing

Portal Design:
 Develop and deliver customized portal web pages in ServiceNow using Bootstrap and AngularJS
JavaScript frameworks
 Involved in developing the UI pages for Email Validation Tool using HTML, CSS, JavaScript, jQuery,
AJAX.
 Worked on HR Case Management Application and Administration of organizational data to facilitate
the auto-assignment of HR cases, Catalog items to create the cases and the HR Service Portal.
  Lead developer for setup of service portal for various departments, moving away from CMS portal.
 Developed public service portal for the phone directory project.
 Developed custom widgets by cloning OOB widgets making use of the base code to deliver required
output.
 Developed and configured portal widgets to establish dashboards and reports over portal pages.

Security & Performance Improvements:

 Creation of Access Control Lists (ACL’s) to restrict the roles of users and groups.
 Monitoring email Ingestion process in the SQL Server database. Writing necessary queries and fixing
the inbound and outbound email issues.
 Configured the Single Sign On (SSO) SAML 2.0 for various clients. And check for the certificate expiry
and update them with the new ones if required.
 Activating required plugins from ServiceNow.
 Built the test scripts using OOB ATF Module and manage the UAT and deployment.

Integrations:
 Integrate and configure ServiceNow applications with IT Infrastructure.
 Configured Scheduled Data Import for importing data files from remote server location by SFTP.
Worked on SailPoint IAM integration/automation using REST web services to provision access to
various applications through ServiceNow catalog requests.
Worked on Azure SSO Integration.
 Created Custom Activities which uses REST/SOAP webservices using custom activity designer in the
workflows.
 Build Jenkins Integration which is used in IAR (Infrastructure Asset Request) scoped application to
initiate Jenkins Job with crumb/without crumb.
 Integrated with Venafi to pull Certificate’s data into ServiceNow. Access for Onboarding and
Offboarding are automated within Catalogs.
 Implemented Transform Maps, Complicated Transform scripts for Import sets to implement bulk
upload of data from other 3rd party applications which was on a recurring basis.

ITSM:
 Worked on various modules of ServiceNow like Request Management, Problem Management, Service
Catalog, Content Management Systems, Knowledge Management, Service Portal, user
administration, and reporting.
 Worked with reporting and configuring service level agreements (SLAs).
 Used Jelly Scripting to create UI Macros for Service Catalogs.
 Build custom applications and service catalogs along with backend workflows.
 Created Buttons and context menus both on form and lists using UI actions.
 Develop Java script programs to implement Business Rules, UI Actions, Script Includes, Client Scripts,
UI Policies for end to end process flows.

Other Responsibilities:
 Gathering requirements from the stake holders and business users.
 Responsibilities include collect, review, analyze, manage, system and user requirements from business
users.
 Working with Business stakeholders understanding the functional requirements and designing the
architecture of the custom applications within ServiceNow.
Thermo fisher, Bangalore, India July 2017– Dec 2018
Role: ServiceNow Developer/Administrator

 Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Angular, CSS,
and HTML5.
 As a part of support activity resolve incidents by provided with proper root cause investigation.
 Design and architecture of ITSM applications and custom applications.
 Development and design of Self Service Portal.
 Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites,
Production Categorizations, and Templates.
 Web Services Integration (SOAP, REST, and JSON) and wrote test and debug JavaScript
 Responsible for creating homepages including basic reporting and active directories.
 Involved in various frameworks (AngularJS, Bootstrap, jQuery, Spring MVC, etc.)
 Involved in running the daily and weekly jobs to push the data into the application using Import Sets
and Transform Maps.
 Involved in Web Service Integrations was a member of Debugging team in Integrations development.
 Involved in Maintaining ACL’s, Users groups and roles.
 Created dynamic UI pages using HTML and jQuery.
 Created UI Script for AngularJS.
 Created groups for set of users, and used them for approval, assignment, receiving notifications.
 Created many standard workflows which are being re-used and propagated and handled many
custom events.
 Created various workflows for Release Management, Change Management, Service Requests and
SLA's.
 Worked on end-to-end implementation of CTI Integrations, Supported the team with the workflow of
the integrations.
 Created workflows to handle the status flow once the request is received from an external tool.
 Created technical specification documentation after all the work has been done.
 Manages data with Tables, the CMDB, Import Sets, and Update Sets.
 Performs migration activities Dev to QA, QA to Prod
 Investigate performance issues, learn troubleshooting tools, and use system logs to find issues
 Coordinates installation of ServiceNow upgrades and/or service packs. Develops and manages the
preparation of systems, test criteria and control for upgrades, service packs, new functionality,
enhancements, or error correction.
 Built forms from scratch along with advances customizations at the level of UIMacros/UI page as per
the complex requirements.
 Search, populate, and customize the knowledge base.
 Establishes and maintains effective communications with customers, other technology specialists,
and vendors about services.
 Created schedules, reports and monitor performance of Service-Now.
 Provided training sessions on ticketing tools, reporting and data entry.
 Developed UI Actions, script includes and Business rules for overall platform.
 Created functional and technical specifications documents for various Service Now modules.