Sharvani

+91 7989934570
sharvanireddy22@gmail.com
\\\
ServiceNow Developer at Persistent Systems

Summary:
 Over 4.5 years of IT experience with 3.5 years dedicated to ServiceNow
development and administration.
 Proficient in implementing IT Service Management (ITSM) applications
including Incident Management, Problem Management, Change
Management, Knowledge Management, and Service Catalogs.
 Strong understanding of the ITIL process and Customer Service
Management (CSM), facilitating roles for business customers.
 Skilled in CMDB management, including CI relations and data importing.
 Capable of handling client requirements, providing solutions, and
facilitating knowledge sharing within the ServiceNow platform.
 Extensive exposure to all phases of the Software Development Life Cycle
(SDLC) including requirement analysis, design, development, testing,
implementation, and maintenance.
 Proficiency in working with various ServiceNow components such as
Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages,
Script Includes, and Access Control Lists.
 Hands-on experience with email notifications, inbound actions, reports,
gauges, and home pages.
 Strong understanding of ServiceNow security measures.
 Worked on integrations using Rest API and SOAP.
 Experience in creating Catalog Items, Record Producers, and User Guides.
 Skilled in creating and customizing complex workflows and custom
workflow activities.
 Knowledgeable in Web services and REST.
 Excellent debugging skills for issue identification and resolution.
 Proficient in managing scheduled jobs, events, and triggers to meet
business needs and handle background work.
 Experience in managing ServiceNow data using Import Sets and Transform
Maps.
 Proficient in creating email notifications within the ServiceNow platform.
Work Experience:
 Working as ServiceNow Developer with Persistent Systems, Since Jan
2020 to Present.

Project Experience:
Project-2

Client : UK Healthcare Client | Role : ServiceNow Developer

Responsibilities:
 Customizing and enhancing of core ITSM applications, including incident management,
problem management, change management, knowledge management, and service
catalog.
 Developing and configuring business rules, client scripts, UI Policies, UI Scripts, UI
Actions, UI Pages, Script Includes, and Access Control Lists to streamline ITSM
processes and ensure alignment with organizational goals.
 Implementing comprehensive workflows and automation to optimize incident
resolution times, minimize service disruptions, and improve overall service delivery
efficiency.
 Configuring and managing event management & alert rules, leveraging CMDB
dashboards and CI relations to enhance visibility and proactive management of IT
infrastructure.
 Ensuring adherence to ITIL principles and best practices throughout the design,
development, and implementation phases of ITSM projects.
 Troubleshooting assistance to end-users, resolving complex issues related to ITSM
functionalities and configurations.
 Lead the design and development of HRSD solutions within the ServiceNow platform,
focusing on improving HR service delivery and employee experience.
 Customizing HRSD applications to support various HR processes, including employee
onboarding, offboarding, case management, and HR knowledge management.
 Implementing and managing HR workflows, record producers, and user guides to
streamline HR processes and ensure compliance with organizational policies and
regulations.
 Collaborating with HR stakeholders to understand their requirements and provide
technical expertise to translate them into effective HRSD solutions.
 Integrating HRSD functionalities with other HR systems and applications to enable data
synchronization and streamline HR operations.
 Configuring and manage HR-related notifications, events, and SLA configurations to
ensure timely response and resolution of HR service requests.
 Monitoring and Analysing HRSD performance metrics and KPIs, identifying
opportunities for optimization and continuous improvement.
Project-1: -
Client : Japanese Banking Client | Role : ServiceNow Developer

Responsibilities:
 Implemented ServiceNow Customization using Client Scripts, UI policies, UI
Actions, Business Rules, Script Includes, workflow administration, report setup, and
data imports using Transfer Maps and data export.
 ServiceNow application development, including creation of Service Catalogs, Email
Notifications, Form Design.
 Worked on creating new Application, Table Creation.
 Worked on REST API Stories which were related to integration between two
ServiceNow instances and also integration between ServiceNow and other systems.
 Good knowledge on Glide Scripts and Java scripting.
 worked on the CSM module specific to case management.
 Experienced in the analysis, development and automation of various ITSM process
including Incident Management, Change Management, Service Request.
 Worked on ServiceNow Integration related issues with other tools (Like
inbound/outbound tickets are bridging between ServiceNow and other integrated
tools)
 Created Buttons and context menus using UI actions Designed many email
templates by using HTML and used them in notifications.
 Responsible for creating Homepages including basic reporting, gauge configuration,
and dashboard presentation.
 Involved in scheduling the daily and weekly jobs to push the data into the
application using import Sets and Transform Maps.
 Created the Transfer Maps for importing data.
 Worked on User administration like Creating User, roles, and groups.
 Worked on Adding users to watchlist like subscribing users to CI and Company level
email notifications.
 Worked with business analyst to create and modify Service Catalogs and Request
Workflow Design.
 Documented business processes, functional requirements Conduct information flow
analysis, process modeling within and across multiple business streams.
 Maintained integrity of the ServiceNow tool across production and non-production
environments.
 Involved production support for all the ServiceNow related issues.

Technical Certifications:
 Certified System Administrator – CSA
 Certified Micro Certification – ATF