Madan Nune

Summary
 Senior ServiceNow SME with over 9+ years of work experience and 6+ years of work experience implementing
and supporting large applications as a ServiceNow developer and administrator.
 Developed solutions using JavaScript, Web Services, SOAP and other web technologies to integrate ServiceNow
with internal/ external systems and tools.
 Hands on experience in web development using HTML, JavaScript, Angular 9, and CSS.
 Design and develop ready-to-use standardized solutions and offerings.
 Experienced in the analysis, development and automation of various ITSM, ITOM processes including Incident
 Management, Change Management, Problem Management, Asset Management, Service Request, CMDB, GRC,
 Event Management, Demand Management and Discovery.
 Expertise in Design and developing custom applications in ServiceNow and utilize its potential in PaaS (Platform-
as-a-Service)
 Review the ServiceNow HRSM solution and its capabilities
 Configure HR properties, criteria, document templates, and managed lists
 Define and manage HR Services, Categories, HR Service Catalogs, and Items
 Create HR Knowledge articles and learn about the Knowledge Management lifecycle
 Explore skills and auto assign HR Cases based on skills
 Learn about employee Profiles and the security constraints that determine access
 Gain practical knowledge of HR Case Management and HR surveys
 Drill into results via reporting and dashboards
 Designed & Created onboarding and offboarding catalog items.
 Configured Enterprise HR automission and Streamline HR workflow, increase enterprise HR productivity.
 Designed transform maps to create multiple HR tickets and laptop cecovery tickets
 Technical implementation of various ServiceNow modules such as Change Management, Incident Management,
Problem Management, Service Catalog, Configuration Management.
 Developed business requirements and technical design documents for implementing Service-Now.
 Moderate and maintain an internal forum for Servicenow queries and discussions.
 Working knowledge of Agile, Scrum, Waterfall, Iterative and Spiral methodologies.
 Strong experience on testing methodologies and experience on preparation of test plans, and support for
Integration Testing & UAT.
 Experienced in the management of all phases of the application lifecycle and best practices including
Requirement Gathering, Design, Development, Testing (application code and user acceptance)
 Strong experience in performing different types of testing including System Testing, Functional Testing,
Integration Testing, Regression Testing, User Acceptance testing, Smoke and Unit Testing.
 Good understanding of different Software Development Life Cycle (SDLC) models and QA Methodologies.
 Expert in creating test plans and writing/running automated test scripts to pinpoint software defects, track bugs,
close open defects and validate functionality.
 Establish and interact with the configuration management database (CMDB), and manage data with import sets,
update sets and transform maps.
 Worked on creating service mapping and discovery.

Technical Skills
 ITSM Tools ServiceNow Berlin/Calgary/Dublin/Eureka/Fuji, ManageNow
 Programming Languages Core java, J2EE, C/C++, Shell Script,
 Scripting Languages JavaScript, HTML, CSS, Ajax, XML
 Software Methodologies SDLC, Waterfall, Agile, XP, Scrum
 Madan Nune

 Databases Oracle 10g, MySQL

 Database Tools SQL Client, TOAD, SQL Developer
 Version Control Tools CVS, SVN
 Operating Systems, Linux 7, UNIX

ITSM Expertise
 Incident Management
 Change Management
 Problem Management
 Service Catalog
 Knowledge Management
 User Management
 Service Level Agreements

Certifications
 Servicenow Certified System Administrator
 ITIL Foundation Certified
 Scrum Master Accredited Certification

Education
 Master’s in computer information system, California University of Management and Science, California, Orange
County, USA
 Bachelor’s in engineering, JNTU, Hyderabad, India

Professional Experience

NCR Corporations Atlanta, GA February 2020 to April 2020

ServiceNow Developer / Administrator

Responsibilities:

 Project involved design and configuration the Service Catalog, Dashboards, and Incident Management module
customizations along with enhancements.
 Worked on workflow administration, Reporting, Form/UI configurations, Notifications, data imports, custom
scripting.
 Worked with administering and developing on ServiceNow Platform, using versions: London, Madrid as well.
 Responsible for managing clone scheduling process & Asset management role request functionality.
 Worked on Service Catalog and Request Workflow Design and Configuration.
 Implemented, documented and maintained the Service-Now platform to meet specific business needs to support
ITIL and business processes. Coordinated with Offshore team and monitored the work on daily basis.
 Configured UI Page and UI Macro using the Jelly, Angular 9 and JavaScript.
 To speed the change and incident automation I have used ServiceNow Express to resolve tickets and recurring
issues.
 Used service catalog to merge two service catalog systems in to one application.
 Review the ServiceNow HRSM solution and its capabilities
 Configure HR properties, criteria, document templates, and managed lists
 Define and manage HR Services, Categories, HR Service Catalogs, and Items
 Create HR Knowledge articles and learn about the Knowledge Management lifecycle
 Madan Nune

 Explore skills and auto assign HR Cases based on skills

 Learn about employee Profiles and the security constraints that determine access
 Gain practical knowledge of HR Case Management and HR surveys
 Maintained service level agreement (SLA) and monitoring SLA workflow. Set up the SLA for the incident, problem,
change management processes as per the requirement.
 Created various front-end forms, and associated Client Scripts, UI policies, including advanced customizations
that require modification of UI Pages/Macros.
 With the help of visual task boards, I used to assign work to the team members by adding tasks. This made me
work easier.
 Created Transform Map scripts for effective data loading into target fields. Used Transform maps to import Data to
Configuration Management, managed product catalog to import the configuration item records in ServiceNow.
Data conditioning before an Import set and Transform Map is run. Hand's on experience with Helsinki upgrade.
 Using PPM to create a portfolio to measure the progress of the projects.
 Having experience on developing new service requests
 Open Source JavaScript Library: jQuery (Core, Selectors, Attributes, Ajax, Utilities, Internals) and Angular 9
(Tables, Forms, Input Validation).
 Experience in web development (UI) using Java, HTML 5, CSS 3, JSON, Angular9 and jQuery.
 Customization and Enhancements of latest Servicenow modules like HR Case Management, Servicewatch, Time
card module and On Call scheduling modules.
 Experienced in the analysis, development and automation of various ITSM, ITOM processes including Incident
Management, Change Management, Problem Management.
 Creating 5 different customer portals for different functional areas based on HTML, Jelly and Bootstrap. LDAP
integration. Discovery setup to extract network devices and create a relationship for the new CIs (new class)
 Created necessary email notifications processes to handle log response for scheduled data loads and inbound
Email actions for various tasks like Incident, Problem and Change.

SAP Concur Bellevue, WA (Remote from Atlanta, GA) July 2019 to December2019
Service Now Developer

Responsibilities:
 Maintained service level agreement (SLA) and monitoring SLA workflow. Set up the SLA for the incident, problem,
change management processes as per the requirement.
 Created various front-end forms, and associated Client Scripts, UI policies, including advanced customizations
that require modification of UI Pages/Macros.
 With the help of visual task boards, I used to assign work to the team members by adding tasks. This made me
work easier.
 Created Transform Map scripts for effective data loading into target fields. Used Transform maps to import Data to
Configuration Management, managed product catalog to import the configuration item records in ServiceNow.
Data conditioning before an Import set and Transform Map is run. Hand's on experience with Helsinki upgrade.
 Using PPM to create a portfolio to measure the progress of the projects.
 Having experience on developing new service requests
 Open Source JavaScript Library: jQuery (Core, Selectors, Attributes, Ajax, Utilities, Internals) and AngularJS 1.5
(Tables, Forms, Input Validation).

Molina Healthcare, Long Beach, CA (Remote from Atlanta, GA) February 2017 to June
2019
ServiceNow Developer
 Madan Nune

Responsibilities:

 Project involved design and configuration Service Catalog, Dashboards, and Incident Management module
customizations along with enhancements.
 Used SCRUM methodology for the development and for defect tracking.
 Worked on workflow administration, Reporting, Form/UI configurations, Notifications, data imports, custom
scripting.
 Drive the standardization and maturity of the GRC program across global operations
 Experience in GRC PA module to configure reports and KPI
 Worked with administering and developing on ServiceNow Platform, using versions: Jakarta, London as well.
 Responsible for managing clone scheduling process & Asset management role request functionality.
 To speed the change and incident automation I have used ServiceNow Express to resolve tickets and recurring
issues.
 Used service catalog to merge two service catalog systems in to one application.
 Maintained service level agreement (SLA) and monitoring SLA workflow. Set up the SLA for the incident, problem,
change management processes as per the requirement.
 Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations
that require modification of UI Pages/Macros.
 With the help of visual task boards I used to assign work to the team members by adding tasks. This made me
work easier.
 Created of outbound/inbound SOAP and REST messages and invoking the script in scheduled loads. Adding
existing projects to a portfolio using PPM.
 Created Transform Map scripts for effective data loading into target fields. Used Transform maps to import Data to
Configuration Management, managed product catalog to import the configuration item records in ServiceNow.
Data conditioning before an Import set and Transform Map is run. Hand's on experience with Helsinki upgrade.
 Using PPM to create a portfolio to measure the progress of the projects.
 Having experience on developing new service requests
 Open Source JavaScript Library: JQuery (Core, Selectors, Attributes, Ajax, Utilities, Internals) and Angular JS
(Tables, Forms, Input Validation).
 Experience in web development (UI) using Java, HTML 5, CSS 3, JSON, Angular JS and JQuery.
 Customization and Enhancements of latest Servicenow modules like HR Case Management, Servicewatch, Time
card module and On Call scheduling modules.
 Experienced in the analysis, development and automation of various ITSM, ITOM processes including Incident
 Management, Change Management, Problem Management, Asset Management, Service Request, CMDB, GRC,
Event Management, Demand Management and Discovery.
 Creating 5 different customer portals for different functional areas based on HTML, Jelly and Bootstrap. LDAP
integration. Discovery setup to extract network devices and create a relationship for the new CIs (new class)
 Created necessary email notifications processes to handle log response for scheduled data loads and inbound
Email actions for various tasks like Incident, Problem and Change.
 Set up the integration of ServiceNow with Splunk, so that Splunk team can monitor the CI gathered by the
discovery.

Shields health solutions February 2016 to January 2017

ServiceNow BA / Developer

Responsibilities:
 Madan Nune

 Populating the database with new customer information on daily basis through LDAP. Worked on SLA's and
workflows for request management and e-mail notification integration. Extract and loading new information from
different sources through import sets.
 Involved in gathering the requirements from the business team and writing the technical design documents.
 Implementation of Custom Applications, Modules, Tables and Views as per client's requirement.
 Customized form design and layout for various ITIL process for Incident Management, Problem Management,
Knowledge Management, Change Management, Asset Management and Service Catalog.
 Imported Configuration Items (CI) from third party applications using import set tables.
 Experience in configuring email notifications in ServiceNow. Configuration of Email Notifications and Alerts to
notify users about specific activities in the system such as updates to Change and Problem requests.
 Involved in testing Service-Now form and reports for correct mapping of the objects and data correctness.
Developed the front end for the application using AngularJS and Jquery.
 Prepared documentation for requirements, design, installation and unit testing and system integration of
ServiceNow.
 Developed automated mappings to schedule the load of flat files on daily, weekly and monthly basis.
 Creating whole new knowledge base application according to user requirements and developing UI pages using
macros and working with HTML5, XML, CSS and BOOTSTRAP.
 Created various workflows for Incident Management, Change Management, Service Requests and SLA's. Set up
the SLA for the various ITIL processes as per the requirement. Involved in redesigning the workflows using
ServiceNow workflow editor.
 Implemented Social IT and Chat Application for the end user support. Involved in various ServiceNow
customizations as per client's requirement.
 Interfaced process owners and production Assurance work streams to ensure tool functionality meets business
needs.
 Involved in creating of My Dashboard where it contains My Requests, My Reports of Incidents and a search bar
for searching of Incidents.
 Responsible for managing clone scheduling process & Asset management role request functionality. Involved in
solving tickets in PROD and played as an Admin.
 Worked on loading the data into ServiceNow using import sets.
 Contributed to technical discussions and be involved in the decision making process with other senior engineers
to resolve product issues.
 Managed the activation status, profile, and roles assigned to each user in ServiceNow.
 Worked on LDAP and SSO integrations. Very good understanding of Integration with SOAP, JDBC, and ODBC.
 Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing,
and training projects for multiple, diverse organizations.
 Provided training and support to all Service-Now users.

New Penn Financial, PA June 2012 to March

2014
ServiceNow Administrator

Responsibilities:
 Implement the Incident Management, Problem Management, Knowledge Management, User Administration and
Configuration.
 Software configuration/ customization including UI customization, workflow administration, data imports, custom
scripting, implementing new functionality, homepage customization.
 User Interface - Configure and maintain Forms, Lists, Views, UI Policy, UI Scripts, UI Actions, View Rules,
Welcome Page Content, Map Pages and other UI elements for Servicenow modules.
 Madan Nune

 System Properties - My Company, UI, CSS, System, Email, Approval, LDAP, Application, Security, Users, and
Groups. Reports, Service Level Agreement, Notifications, and Alerts.
 Manage system configurations, gather and document user and process requirements, develop workflow
customizations, and support quality assurance teams. Perform core configuration tasks.
 Establish and interact with the configuration management database (CMDB), and manage data with import sets,
update sets and transform maps.
 Document business requirements/ process and build solutions.

SSS, Hyderabad, India January 2009 to May

2012
UI Developer

Responsibilities:

 Gathered Involved in translating Business Requirement into Technical Requirement.

 Involved in all the phases of SDLC including Requirements Collection, Design and Analysis of the customer
specification from the Business Analyst.
 Involved in developing the UI pages using HTML, CSS, JavaScript, JSON, jQuery, AJAX.
 Designed UML class diagrams and Use Case diagrams to understand the code easily.
 Oracle9i database was used as back-end layer
 Used JDBC API to communicate with the database.
 Developed various test cases such as unit test, mock test and integration test using JUnit.
 Used jQuery and AJAX for service calls on pages to interact with the server for information.
 Utilized various JavaScript and jQuery libraries, AJAX for form validation and other interactive features.
 Used AJAX, JSON to send request to the server to check the functionality of the website.
 Developed the presentation layer and GUI framework that are written using JSP
 Client-side validation was done using JavaScript.
 Extensively involved in the development of Java Server Pages (JSP)
 Involved in performance and SQL Query optimization.