GOPI BOTCHA

Contact No: +91-8639183745 Email: gopibothsa1@gmail.com

PROFESSIONAL SUMMARY:

A Qualified goal-oriented IT Professional with 5.8 years of experience and over all 3+
years of experience as Application developer/Admin in ServiceNow with hands on
professional experience in providing ITIL, ITOM, CMDB and IT Service Management
Solutions with expertise in the ITSM. Excellent analytical, problem solving,
communication and time management skills.

RESPONSIBILITIES SUMMARY:

 Hands on Experience in ITIL Service Management and familiar with technical implementation of
various ServiceNow modules such as Incident Management, Change Management, Problem
Management, Knowledge, Service Catalog, Reporting, Configuration Management.
 Experience and understanding of web programming languages JavaScript, HTML.
 ServiceNow Administration and Production support including maintenance of lower life cycle
instances.
 Management Modules Including: Business Rules, Client Scripts, UI Policies and UI Actions based on
user requirements.
 Functional knowledge and implementation experience of IT Service Management (ITSM)
frameworks and demonstrated project management skills and experience working directly with
customers and client.
 Configuring Data Sources, Import Sets and Transform maps.
 Understanding of IT service management (ITSM) and the ITIL business process.
 Defined users, groups and roles and providing accessing permissions in ServiceNow.
 Expertise in creation and maintenance of Access Control Rules to provide data security according to
the Business requirements.
 Creating Database views to pull the reports on variables.
 Design and implement SLA and the required workflow with E-mail notifications.
 Experience in working with the workflows in ServiceNow for Service Catalog using workflow editor.
 Experience in Email Notifications.
 Documented requirements, Design, Peer Review of code, Unit testing and UAT performed this
sequence using Visual task boards following agile methodology using Stories and Scrum sessions as
needed.

ITSM EXPERTISE:

• Incident Management
• Problem Management
• Change Management
• Service Level Agreements
• Service Catalog
Work EXPERIENCE

Working as ServiceNow Developer with KPMG, Since Aug 2021- Till Date.

Worked as Associate with WIPRO LIMITED, Since May 2020- July 2021.

Worked as Software engineer with COGNIZANT, Since Aug 2018- April 2020.

PROFESSIONAL EXPERIENCE:

Project: 02
Organization : KPMG
Client : Emerson Electric
Role : ServiceNow Developer/Admin

Responsibilities:

● Worked on various modules of ServiceNow like Incident management, Change management, and
Problem management, Service Catalog, User Administration, Reporting, and Knowledge.
● Developed and configured Business rules, Script Includes, UI Policies, Catalog Client Scripts and
Client Scripts using JavaScript coding for Customizing different requirements.
● High Experience on Service catalogs.
● Worked on Service catalog applications using Ui Policies and Client scripts. Using Workflow Editor
for creating workflows.
● Worked on client scripts, business rule, UI actions, notifications, script includes, transform maps.

● Involved in gathering the requirements, documenting the requirements and get those signed off
from client and parallelly working on implementing the solution technically.
● Following the Agile methodology by call with scrum master as well as with team members for the
new enhancements in the project.
● Customizing the processes as per the business requirements.
● Provided consultation to the client for complex business problems facing by the client.
● Revamped the Service Portal and make portal more user friendly. Working independently on Service
Portal area for developing widgets. Customized the portal based on all custom departments.
● Worked on ServiceNow notifications, inbound actions, notification scripts in this project.
● Also working on HR Modules like developing the record producers, catalog items and order guides
and creating the workflows as per the client requirement in different scopes.
● Got the exposure in all aspects like supporting, Quality assurance, consulting, managing the team.
● Created multiple templates for the HR support team using document builder a custom module in
the project.
● Working on service portal named ‘connect’ which is used by the employees and management.
● Creation of roles and groups

Project: 01
Organization: KPMG
Client : Citigroup
Role : ServiceNow Developer/Admin

Responsibilities:

● Worked on CMDB created identification and reconciliation rules to update CMDB CI’s
● Maintaining CMDB health Completeness, Correctness and Compliance
● Worked on change tasks to update CMDB
● Worked on CMDB requests to insert or update CI into CMDB
● Created transform maps mapped fields and created transform map scripts to update
CDMB
● Worked on Incident management, Knowledge management, Service level management
and Request fulfilment.
● Service-Now consultation and implementation
● Grooming new comers and sharing knowledge.
● Documentation of changes and new development as technical and functional specs.
● Design and implement new functionality using Business Rules, Client Scripts, UI Policies,
UI Scripts, UI Actions, UI Pages and Script Includes.
● Service Catalog and Request Workflow Design.
● Customized Incident/Problem/Change/Service catalog applications using Business
rules, Client scripts.
● Responsible in building Catalogs, Catalog categories and Record producers.
● Defined users, groups and roles and providing accessing permissions
● Process flow is configured for Incident Management based on various states of ticket.
● Generic Workflow designed for Service Catalog items as per client requirements.
● Notifications configured on Incident management to send mails to responsible persons
at different stages.