ABHINAY KOMMU

kabhinay9965@gmail.com
816-541-9965

Summary:

 Around 8+ years of Professional IT Experience with over 4 years of extensive experience as ServiceNow
Developer and administrator.
 Proficient in ServiceNow Administration and development of Incident, Problem Management, Knowledge
Management, Reporting, Gauges, Integration with Web Services, Release Management with extensive
knowledge on Content Management System.
 Worked on implementing various ServiceNow IT Services like Service Catalog Requests, Asset Management,
and Configuration Management.
 Mastered in ITIL/ ITSM V3 processes, Web services, Business Rules, Client Scripts, Workflows, Web Protocols.
 Expertise in Service Management and Service Delivery Process (ITIL Framework).
 Manage development projects utilizing a service based approach including working with stakeholders to gather
requirements, providing estimates, designing solutions, gaining concurrence, providing work direction, and
obtaining sign-off all while maintaining communication and transparency with all interested parties.
 Worked on REST and SOAP based Inbound/Outbound WebServices, right from consuming, testing along with
integrating with ServiceNow.
 Primary focal for defects, enhancement requests, and issues for Incident and Knowledge capabilities reported by
the Service Desk, Retail, and Deployment teams.
 Experience in creating Reports using Performance Analytics Module.
 Worked on scheduling the data collection jobs and create indicator sources in Performance Analytics Module.
 Experience in delivering medium to large-scale ServiceNow implementations.
 Configured new Applications in Service-Now and customized the applications using Business Rules, Client
Scripts, UI Actions, UI Policies, Access Controls, using Email Notifications. External Data load using Transform
maps, etc., as part of new application roll outs of Infrastructure Management.
 Worked on CMDB from the scratch.
 Worked Extensively on Configuration Management Data Base(CMDB) bulk data load, data reconciliation by
using transform map and transform script.
 Working knowledge of knowledge articles, incidents, AGILE and dictionaries.
 Have recent and extensive experience & knowledge of Service Asset and Configuration Management (SACM).
 Expertise on both creating workflows for Service Catalog items in ServiceNow and implementing end-to- end
Service Catalog.
 Familiarity with ServiceNow core application UI and workflow configuration, report development, integration
components (e.g., LDAP, SSO, etc.).
 Worked independently and collaboratively to implement ServiceNow customization for multiple clients.
 Have outstanding problem solving skills with good communication skills and thoughtful amount of experience to
assist clients.
 Analyzed the business requirements, functional specifications in doing the GAP analysis and then transforming
them to detailed design documents
  Hands on experience as a Web Designer in designing web pages using JavaScript, HTML, XHTML, CSS, JQuery,
AJAX, JSON and XML.
 Strong skill set in the Service Now suite development including SOAP/REST integration, Web services, Discovery,
Workflow, CMDB.
 Working knowledge of web applications, networks, protocols and email (SMTP, POP3).
 Developed excellent professional skills by working independently and also as a team member to analyze the
Functional/ Business requirements and to prepare test plans, test scripts, collaborated onsite teams, interacted
and well managed various offshore teams.
 Excellent Interpersonal skills, Documentation Skills, problem solving ability, Communication Skills, Analytical and
Programming skills. Strong team player, ability to work independently and in a team as well, ability to adapt to a
rapidly changing environment, commitment towards learning.

Professional Certification:

 ServiceNow Certified System Administrator.

 ITIL V3 Certified.

Technical Proficiency:

 ITSM Tools: Service Now-Dublin/Eureka/Fuji/Geneva, ITSM Suite, HP Service Manager.

 Programming Languages: C, C++, Java, ASP.Net(C#), JEE, SQL, PL/SQL.
 Web Technologies: HTML, Javascript, CSS, XML.
 Application Servers: WebLogic Server, Apache, IIS 5.0, Tomcat.
 Databases/ETL: Oracle 10g, MySQL.
 Database Tools: SQL Client, SQL Developer, Informatica.
 Operating Systems: Windows 7, Windows 8/XP, UNIX, LINUX.
 J2EE Technologies: Servlets, JSP, JDBC, RMI, JMS, JTA, JNDI, JMX, EJB, Applets and Swing Components.

Professional Experiences:

Client: Red Nova Labs Kansas City, KS.

Role: ServiceNow Developer
Duration: May 2015 to Present

Project Description:
This project started off with transition from Fuji to Geneva version. It involved in making enhancements to Incident,
Change and Problem Management modules. Development of Release management, Service Catalogs, Knowledge
management, Performance Analytics, Discovery, CMDB and Asset management.

End-to-end implementation of discovery module. Configuration and connection of MID-servers for Discovery from
scratch. Building of homepages, Dashboard which includes multiple reports for teams. Incident Aging Report using Script
include and populate data using Scheduled Job. Developed performance Analytics module.
Roles and Responsibilities:
 Worked with clients to assess the current state processes and tools, responsible for defining ServiceNow
requirements. Responsible for developing and configuring the ServiceNow platform.  
 Worked with the stakeholders to gather requirements for the attributes required to develop Service Catalog
items
 Worked on the following modules of ServiceNow like incident management, problem management, service
catalog, user administration, change management, reporting and discovery.  
 Worked on the creation of front end forms and associating them to Client Scripts, also experienced on UI
policies including advanced customizations that require modification of UI pages/macros.  
 Designed and developed technical methodologies under the ServiceNow platform.
 Loading of external data with the usage of Import Sets and Transform maps.  
 Actively involved in migrating data from other applications and external databases.
 Worked on Migration of Update sets between System Environments.  
 Development of additional notifications and supporting workflow to send additional data and attachments  
 Development of custom applications and tables to meet client specific requirements.  
 Customization of the ServiceNow system, including creating workflows.
 Building client specific service requests from customer requirements including requests, request items and
tasks using workflows to manage data flows from the customer to the support teams providing the service.  
 Worked on Script Customization for Service Catalog/Email Template/Workflow script.
 Worked on service now performance analytics module, involved in configuring the incident dashboard.
 Mapping the user requirements / enhancements to Service Now entities and providing estimation for end to end
development of requirement.
 Created end to end websites working on Content Management System.   
 Worked on CMDB and Asset management and Created Transform maps for importing CMDB data.
 Expertise on working with CMDB and configured mid server and pointed them to various ServiceNow instances.
 Worked on creating MID Server and setting up Discovery Schedule to discover the infrastructure and their
relationships.
 Worked with QA team to validate the test cases whether meeting the business Requirements or not Conducted
Unit Testing, interface testing, system testing and user acceptance testing.
 Populating the CIs (Configuration Items) and configuring the CI relations in CMDB  
 Configuring multiple forms for Asset module using Configuration Management Database.  
 Creating metric reports, scheduling reports and integrating them with the third party.  
 Enhancing the existing LDAP integration and modifing business rules.
 Involved in a Proof of Concept project in implementing the CMDB with Discovery and ServiceWatch.  
 Performed mapping using ServiceNow Service Watch.
 Delivered project needs on time and within the agreed acceptance criteria in a hybrid methodology environment
as they attempted to transition to an Agile Methodology.
 Participating in daily Scrum Meetings and discussions among different stakeholders.
 Responsible for setting up REST and SOAP inbound and outbound messages to integrate with ServiceNow.

Environment: ServiceNow Fuji/Geneva, Microsoft AD, JavaScript, CSS, XML, HTML, XHTML, Perl, Jelly, WSDL, LDAP, Web
Services, PowerShell, SNMP.
Client: World Fuel Services Corporation Miami, FL.
Role: ServiceNow Developer/Admin
Duration: Aug 2013 to Apr 2015

Project Description:
Implementing Service Request Management from End-to-End including the integrations with other tools and giving L3
support for the whole Service Catalog Application including resolving the incidents and problem tickets on Service
Catalog.

Roles and Responsibilities:

 Maintained the Configuration Items and modified the forms and form Sections.
 Worked on finding the undiscovered CI’s into CMDB by configuring the IP Addresses.
 Worked on Integration of ServiceNow with a third party to store all the credentials to avoid breaching up of
credentials.
 Defined Classifiers and identifiers to direct the discovery tool to gather the information of the configuration
items with no error.
 Designed and delivered technical methodologies around the Service Now platform.
 As per the requirements created DashBoards.
 Supported the team with workflows and worked on end to end implementation of Incident, Problem, Change,
and Project Portfolio Suite.
 Wrote business rules to avoid empty configuration items to be stored in CMDB after discovery tool runs a
scheduled job.
 Worked on delivering effective solutions using expert knowledge of ServiceNow platform and Best Practices
procedures.
 Developed modified functionality responsive to organizational needs within the Best Practices framework.
 Created relevant workflows by doing business systems analysis and guide project management goals,
development processes, and implementation strategy.
 Analyzing Business Requirements and then translate Business Requirements into HP PPM functional
requirements.
 Through the creation and configuration of relevant ACLs and effective role assignment, system security was
ensured.
 In-depth knowledge of the technical implementation of Configuration Management, Reporting, Discovery and
Integrations.
 Configured Applications using Service-Now tool used in ITIL Management. Strong understanding of ITIL V3. Deep
functional and technical knowledge of the Service Now platform as well as experience delivering medium to
large-scale Service Now implementations.
 Performed event-driven and batch-loaded third-party integrations by verifying data to be loaded, identifying
target tables and fields, creating import sets and staging tables, creating and running transform maps, and
clean up.
 Functional knowledge and implementation experience of IT Service Management ITSM frameworks and
demonstrated project management skills and experience working directly with customers and clients.
 Worked on utilizing the query builder, custom filters, visual task boards and personalized UI in conjunction with
the configuration of homepages. Improved the efficiency of navigation by providing list views, navigation links,
and reports.
  Planned, developed, implemented and maintained core applications, modules, and features in several different
instances, including, but not limited to:

○ Service Catalog
o Knowledge Base
o CMDB
o Incident Workflow
o Change Workflows
o Problem
o Data Imports and Exports
o Scheduled Jobs/Reports
o Project Management

Environment: ServiceNow Dublin/Eureka, HTTP, FTPS, Service now ITSM tool, Java scripts, Jelly Script, REST,
Workflows and HP quality center, SDLC, HP ALM, Oracle 10g, SQL Server 2005, UNIX.

Client: Fifth Third Bank, Cincinnati, OH.

Role: ServiceNow Developer
Duration: May 2012 – July 2013

Project Description:
Followed a phased approach in implementing and configuring Service Now tool for Fifth Third group, Introduction of
Incident management, Inbound email actions and reporting. Phase 2 introduced Surveys, discovery, CMDB, Managed
documents and development of Service Catalog items.

Roles and Responsibilities:

 Worked on customizing Incident, Problem and Change management screens using Client Scripts, UI Policies, UI
Actions and Business Rules.
 Customized UI Appearance for Problem and Change Management Application which is simple, intuitive and easy
to use.
 Configuration of Email Notification and Alerts to notify users about specific activities in the system such as
updates to Change and Problem requests. 
 Created Buttons and context menus both on form and lists using UI actions. 
 Written script includes and invoked them in Business rules and client scripts.
 Manage and coordinate activities during the overall ticket life cycle in Incident and Problem Management.
 Created many standard workflows which are being re-used and propagated and handled many custom events.
 Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that
automate and audit business processes to customize the instance as per Business needs.
 Responsible for the ServiceNow tool administration module and creation of new Users, Roles, IT Services,
Application, Business Services and Rules. 
 Responsible for access control, security, minor enhancements such as form or workflow editing, and
UAT/Regression testing of any development. 
 Developed Service catalog by creating new catalog items, designing workflows and execution plans. 
  Worked with process owners and business stakeholders to translate business requirements into functional
requirements within ServiceNow.
 Worked extensively on LDAP integrations. Very good understanding of Integration with these varieties of
protocols: SOAP, JDBC and ODBC.
 Worked with reporting and configuring service level agreements (SLAs).
 Used data sources to migrate the data from excel sheets to ServiceNow through transform maps.
 Provided analysis, design and development of ServiceNow trouble ticketing and incident management systems
to support the company's technical operations. 
 Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in
troubleshooting Discovery tool.
 Created Update sets to move customizations between different systems. 
 Developed solutions using JavaScript, Web Services, SOAP and other web technologies to integrate ServiceNow
with internal, external systems and tools.
 Created Data Sources for various external applications. Used Import sets and Transform maps to import data
into ServiceNow. 
 Prepared documentation for requirements, design, installation and unit testing and system integration of
ServiceNow. 
 Designed many email templates by using html and jelly scripting and used them in notifications.
 Worked on customizing user interface including forms, lists and created record producers for incident and
change management.
 Integration with external systems like LDAP, Single Sign On, Email.
 Unit & Integration Testing.
 The service we also provide to clients is a semi managed service for administering their Service desks that has
been implemented. This includes various administration tasks within Service desk software.
 Involved in Cloning activities like raising the request for cloning and excluding some tables to not come under
cloning.

Environment: ServiceNow Calgary/Dublin, Oracle 10g, JavaScript, XML, UNIX, SOAP.

Client: Apollo HealthCare, Phoenix, AZ.

Role: UI/Web Developer
Duration: Feb 2011 – Apr 2012

Project Description:
Apollo Health Care, is an American health care customer Services Company managing behavioral health care, diagnostic
imaging, specialty pharmaceutical services, etc. Application mainly focuses on the maintenance of patient information
which includes all the personal information, insurance data, diagnostic reports and all other information entered by the
physician.
Roles and Responsibilities:

 Worked on gathering project requirements from business users.

 Involved in Application Development using Agile Methodologies.
 Retrieved Data from DB2 database using JDBC techniques.
 Provided support for Production and Implementation.
  Developed UI mockups using HTML, CSS and JavaScript from paper-and-pencil concepts to high-fidelity
prototypes that convey the interaction model.
 Worked on Developing CSS style sheets, which gives dynamic look to the entire website.
 Involved in Developing screen functionality using HTML, CSS, JavaScript and JQUERY.
 Made the Sites more interactive using Javascript and jQuery.
 Extensively used JQUERY in order to implement the AJAX driven application used internally.
 Worked on fixing the Crossbrowser issues between Internet Explorer 7+ (including IE9), Safari, Chrome, and
Firefox. Also, contributed to bug fixes.
 As per the business logic for different widgets, rendered HTML from XML stream using XSLT.
 Involved in Writing code to consume the JSON data as a part of JQUERY, AJAX calls and update the DOM.
 Proficient use of JDBC and SQl queries to develop data access classes.
 Validated HTML submission page using DHTML.
 Worked on design and development of presentation and web layers based on MVC Architecture.
 Worked on developing UI components using Swing, google Window Builder pro with the integration of eclipse
RCP.
 Developed the front end using HTML, JavaScript, Java Swing (AWT), JSP and validations by using Java Script.
 Using XML, XSLT, XSL, developed interfaces for the CSM in order to invoke the various business partners.
 Worked on Designing UI modules interfaces using AJAX controls like paginations, Date Picker modules using Data
PickerWidget.
 Involved in end-user/client training of the application.

Environment: HTML, CSS, JavaScript, JQuery, Dreamweaver, Angular JS, Responsive Design, Bootstrap, Dom, Fire
bug, Adobe, Oracle, Windows. CS5, AJAX, JSON, XSLT, XPATH, HTML5

Client: Tag Info Solutions India, Chennai.

Role: Web Developer
Duration: Aug 2008 to Dec 2010

Project Description:
This project involves developing a J2EE based framework to support dynamic report creation from various distributed
databases. The framework supports dynamic PDF report generation using an open source PDF generation library which
facilitates new report formats and databases by using xml configuration files.

Roles and Responsibilities:

 Worked as System Analyst in the project team to understand the requirements.
 Designed and developed web interfaces and business logic using JSP, Servlets, Java Beans, JDBC, AJAX, Java
Script, HTML and XML Technologies.
 Developed hand written HTML and CSS pages from photoshop mock ups.
 Involved in developing web pages applying best standards. Developed presentation-tier JSP pages in HTML,
Implemented jQuery Data Grid control, Validation control and other Widget controls.
 Created Web forms/user interfaces with the use of Angular MVC, jQuery and JSP.
  implemented Commission, Payment and Inventory reports Using Ajax Controls, Web forms, JavaScript and
HTML.
 Worked on AJAX controls like Update Panel to manage the post back of the web page to server.
 Worked on AJAX Script Manager and Script Manager Proxy controls to register JavaScript and web service files.
 Validated purpose, browser detection and controls, using JavaScript accordingly.
 Developed rich User Interface for the application using various AJAX controls and widgets.
 Developed Cascading Style Sheets (CSS) in order to maintain design consistency across all web forms.
 Developed jQuery and AJAX wrapper classes for fast retrieval of data and for animations.
 Created Model objects using Entity Data Model with Entity framework using Hibernate.
 Synchronized dataset working with XPath, XML Node, XML.
 Developed Windows services to create automation processing of XML.  

Environment: HTML, JSP, Struts, JDBC, JDK, CSS, AJAX, JavaScript, jQuery, Macromedia Dreamweaver, Microsoft
FrontPage and Adobe Photoshop CS3.

Education:
Bachelor of Technology in Computer Science Engineering, KAKATIYA UNIVERSITY, INDIA.