RAVI KUMAR REDDY

[email protected]
+91- 7386571788

Professional Summary
__________________________________________________________________
 Almost 5+ years of IT Experience, proven success and 4+ years of experience in
ServiceNow
 Good knowledge of Web application development technologies such as HTML, Java
Script, CSS, AJAX,
 Strong experience in Development and Administration in Service Now Platform.
 In-depth knowledge of the technical implementation of Change, Incident, Problem,
Service Catalog, Configuration Management, Reporting, Discovery and Integrations
 Experience in working with Workflows, Import Sets, and Update Sets
 Functional knowledge and implementation experience of ITSM frameworks
 An experienced ITSM Business Analyst; with a strong Agile-Scrum experience in
ServiceNow platform with focus on Service Catalog, Request Fulfillment, Incident,
Problem
 Customer Service Management (CSM) Portal experience
 Experience in all modules of ITOM. (Discovery, Orchestration, Service Mapping, Event
Management)
 Excellent people skills.
 Maintained inventory, distribution, maintenance and Security for laptops facility wide.
 Encrypted using Guardian Edge encryption technology
 Ability to learn and use new methods and technologies
 IT Service Management implementations with Incident, Asset Management, Change
Management, CMDB, ADDM discovery, ServiceNow discovery, Service Request,
Service Level Management, Report Design, Integrations, Installs & Customizations,
Business Requirements Analysis in all phases of development cycle using Waterfall and
Agile methodologies
 -Extensive experience in implementation of Business Rules, ACL's, UI Actions, UI
Policies, Client Scripts, Script Includes in ServiceNow
 Experience in working with ServiceNow versions Geneva, Helsinki, Istanbul, Jakarta,
Kingston, and London
 Managed data with CMDB tables
 Experience in creating reports in ServiceNow and schedule the report generation in
ServiceNow.
 Worked on common web-technologies including HTML, CSS, JavaScript, Jelly
 Implementation of custom dashboards, reporting as well as Staff assessment on ITSM &
ITIL Processes.
  Service Now Analyst with experience on implementing end-to-end Service Catalog,
Incident Management, Configuration & Asset Management, Change Management,
Knowledge Management and Release Management

Work Experience History

ServiceNow Developer
Birla Soft
Feb 2018 to Present
Responsibilities:
 Monitored and performed Service now admin activities which involve user and group
administration.
 Experienced in automating workflows in Vulnerability Response application to instantly
prioritize events, security incidents and vulnerabilities.
 Developed indicators for monitoring controls and risks.
 Responsibility to monitor the ITIL Service delivery via process mapping audits and design
the procedure.
 Providing solution and standardized the ITSM process in bid management for to satisfy the
customers.
 Responsibility to work with Project management to improve the daily base operation.
 Responsibility to update the dash board and make visibility to all employees and reporting
tool.
 Handling Day to day IM/PM and CM tickets according to the Priority.
 Worked on Business Service mapping and wrote scripts in the sensors to map CI's so that the
end user can have a graphical representation of CI's and their relationship through BSM.
 Developing user friendly catalog items with experience writing orchestration workflows
such as Content Management, Web Services.
 Utilized Orchestration to extend workflows to interact with systems and application code
outside.
 Experience in writing custom JavaScript code to enhance functionality in ServiceNow to
support new business requirements.
 Prioritize the right projects and programs PPM can guide decision-makers to strategically
prioritize, plan, and control enterprise portfolios.
 DevOps & Orchestration liaison providing training, support, and guidance on Puppet
adoption.
 Device objects two-way synchronization between on premises directories and Azure AD
(Device write back).
 Configuring and testing Azure AD single sign-on.
 Manage your accounts in one central location - the Azure portal.
 Orchestrate users access to Databases using Orchestration
 In the Azure portal, on the left navigation panel, click Azure Active Directory icon.
 Worked on integration using SOAP / WSDL / REST.
 Utilized Orchestration to extend workflows to interact with systems and application code
outside
 Server automation provisioning via vCAC, vCO, and vCenter
 Provided financial analysis, EVM support, and risk management support for GS&S
Sustainment & Spares programs
 Proficient in creating and working on Business Rules, Script Includes, Client Scripts, UI
Policies, UI Pages, Events, Notifications and Surveys.
 Proficient in developing Client scripts, Business Rules, Web Service Import sets, Transform
Maps & developing scripted web services.
 According the RFC, need to raise the changes in particular and handle the Technical
team/Operational team.
 OpenShift Platform, support pushing their docker images into the registry, support creating
Build Config and Deployment Config, creating services and routes
 Conduct employee focus groups to ensure a thorough understanding of the issues.
 Responsible for interfacing with Scrum Teams and eliciting and refining business
requirements and translating to business rules to support functional business requirements
 Responsible to Track and analyze unsuccessful changes to bring about process improvement
with the help of frame work Remedy.
 Experienced Cloud and DevOps engineer in Automating, Configuring and deploying
instances on AWS, AZURE Cloud environments and Data centers.
 Use JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions, create
various workflows for Incident Management, Change Management, Service Requests and
SLA's.
 Develop a set of actionable and targeted change management plans - including
communication plan, sponsor roadmap, coaching plan, training plan and resistance
management plan.

ServiceNow Admin&Developer
Tech Mahindra
Feb 2015 to Jan 2018
Responsibilities:

 resolved many issues and worked on CMDB Management to resolve issues that were the
major defects.
 Used data sources to migrate the data from excel sheets to Service-Now through
transform maps.
 Worked on huge Workflow design for on boarding and off boarding of a partner/
employee/Contractor based on the requirements provided by the teams.
 Worked on Discovery in order to re-locate the devices that were irregularly managed and
found a solution in resolving the issues with using the discovery tool for a better use.
 • Worked on the latest release Eureka, which is the advanced release and discovered
Service-Now upgrades.
 Re-built Service Catalog Items with minimal time usage on submitting a ticket by getting
together the teams to provide their valuable suggestions and making it easy to understand
the new release.
 Provided analysis, design and development of Service-Now trouble ticketing and
incident management systems to support the company's technical operations.
 Created notifications based on user requirements and also configured inbound email
actions to create incidents or requests.
 Interface extensively with all areas of the organization including Operations and
Development.
 Created schedules, reports and monitor performance of Service-Now.
 Documented all implementations and best practices defined within team.
 As a part of support activity resolve incidents by provided with proper root cause
investigation.
 Performs core configuration tasks including system policies, business rules and client
scripts.
 Managed users, groups and roles. Created UI Pages, Macros for CMS using Angular JS,
HTML and CSS.
 Gathered requirements from company at various phases to leverage ServiceNow within
organization on End user self-enablement portal using CMS
 Managed data with Tables, the CMDB, Import Sets, and Update Sets.
 Creates Workflow activities and approvals. Implement new workflows that use a variety
of activities to understand how records are generated from workflows.
 Coordinated Service Catalog options, including two-step checkout, cart controls and
variables.
 Developed and improved user systems procedures, and prepared systems documentation
 Worked on Service Mapping to define business services, troubleshoot the discovery and
mapping process as well as create new discovery patterns