Ramya Kolluru Phone: (314) 384-2261

Sr. ServiceNow Developer Email: ramyak0925 @gmail.com

PROFESSIONAL SUMMARY:
 A qualified professional with around 9 years of experience as a ServiceNow Platform.
 Strong working knowledge of ServiceNow components such as Service Catalog,
Change/Incident/Problem Management, Asset Management, CMDB, Knowledge, HRSD,
PPM and Performance Analytics.
 Ability to wear multiple hats like business analyst, project analyst, admin/developer.
 Understanding of IT Service Management (ITSM) and the ITIL business process along with
the maintenance of Service level agreement (SLA) and monitoring SLA workflow. 
 Experience in SOAP/REST integration, web services, Discovery, Workflow and CMDB. 
 Experience in Application Architecture, Analysis, Technical Design, Development,
Implementation, Performance Tuning, Testing, Configuration Management. 
 Good at configuring Notifications, UI pages, UI Macros, Script Includes, Formatters, etc.
in ServiceNow. 
 Extensive experience on technical implementation of various Service-Now modules such as
Change Management, Incident Management, Problem Management, Service Catalog,
Configuration Management. 
 Worked with strong emphasis on supporting the ITSM application, understanding customer
requirement and implementing solutions using the knowledge in ITSM tool and ITIL
processes. 
 Exposure to Service-Now platform tools like Discovery and Orchestration Environment.
 Worked on Vulnerability response module (VRM) and integrated Qualys cloud platform
tool.
 Experience in configuring / maintaining / customizing ITSM Incident, Problem Management
and Change Management, Asset management, HR case management modules based on user
requirements. 
 Designed and proposed the pathway to implement the integrations effectively, support
future application upgrades and help improve the long-term supportability and
sustainability.
 Experience in all phase of SDLC like Requirement Analysis, Implementation and
Maintenance, and extensive experience with Agile and SCRUM.
 Designed business applications using web technologies like HTML, XHTML, CSS and
bootstrap. 
 Experience in integrating ServiceNow with the Solar Winds and AWS.
 Developed User Interface of responsive website using HTML, CSS, Bootstrap, JavaScript,
jQuery, AJAX, and AngularJS.
 Displays excellent time management skills, organizational agility and attention to detail.
 Excellent PC skills, MSOffice suite products, with an emphasis on Excel and Word.
TECHNICAL SKILLS:

Programming/Scripting languages Java script, CSS, SQL

Software methodologies Agile, Scrum, SDLC, Waterfall
ITIL ITIL, Service now, ITSM, ITBM, ITOM, ITAM,
 SAM, Secops, Vulnerability
Orchestrations Microsoft SCCM, AD group
Frameworks HTML, Ajax, JSON, J Query, Angular JS

PROFESSIONAL EXPERIENCE:

Client: CDW Corporation, Dallas, TX July2020 – Present

Senior ServiceNow Developer
Responsibilities: 

 As a ServiceNow Developer, I am responsible for Configuration, Customization,

Integration with External Services, Administration of ServiceNow processes (User
management/ Group management), Functions, Service Catalog and Work1low.
 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 to satisfy the
customers
 Handling Day to day IM/PM and CM tickets per Priority
 Performs core configuration tasks including system policies, business rules and client
scripts
 Manage users , groups and roles
 Manage data with Tables, the CMDB, Import Sets, and update sets
 Understanding of ITSM and the ITIL business process
 Manage ITIL Processes monitoring overall system Performance using the system
Diagnostic dashboards, Integrating ServiceNow with system Customization
 Assisted ITAM staff in determining business value by providing the cost analysis and
asset related financial data required to support the business in its decision-making
process.
 Create and maintain automated test using Automated Test Framework (ATF) in
ServiceNow
 Responsible in automating all the ServiceNow functionalities and executing automated
regression test suite on weekly basis and monitor the results.
 Create and maintain automated test using Automated Test Framework (ATF) in
ServiceNow.
 Monitor, and review results of automated regression test scripts and report any failures.
 Responsible to deliver all testing documentation on time to client and ensure
completeness of all testing activities
 Manage metrics tracing, issue/risk tracking within projects and publish weekly and
monthly status reports.

Environment: ITSM, Client Scripts. UI scripts, LDAP, CMDB, Workflows, Performance Analytics
Client: Intrado, Omaha, USA Jan 2018 –May 2020
Service Now Developer
Responsibilities: 

 Worked very closely with ITSM Process Architect, customer personnel, Business Analysts,
IT Architect, IT support teams and other technical teams to ensure that business needs
around implementation of ITSM processes and ServiceNow are in a controlled and
predictive manner.
 Used Import Sets for data loading from external file or database to the Service Now
 Performed day to day administration of the ServiceNow tool Maintain business services and
con figuration item relationships in ServiceNow tool. Developed widgets and fixed widgets
in Service Portals to enhance the User Experience.
 Configuration of Email Notification and Alerts to notify users about specific activities in the
system such as updates to Change and Problem requests.
 Responsible for access control, security, minor enhancements such as form or workflow
editing, and UAT/Regression testing of any development.
 Responsible for maintaining and growing data held within Service Now such as our users,
locations, configuration items, service catalog items.
 Served as architectural lead for ITAM configuration, testing, and deployment.
 Created reports, workflows, data imports for Incident, Problem, Service Request, and
Change Service Now modules
 Extensive development in our Service Now platform including creation and customization
of our Incident, Request, Service Change, Service Level, Knowledge and Configuration
(CMDB) applications and processes.
 Users are populated into the system using LDAP integration and worked closely with
ServiceNow team and Infrastructure team to facilitate this integration.
 Worked on Configuration and maintenance of Business Rules (Basic and Advanced), Client
Scripts and UI Policies in ServiceNow.
Environment : ServiceNow, JavaScript. HTML, CSS, XML, XHTML.

Client: Aquilent, Laurel, USA April 2016 – Dec 2018

ServiceNow Developer
Responsibilities: 

 Engage with other business teams across the organization to gather the requirements and
analyze the feasibility of implementing/creating solution in ServiceNow.
 Worked on merger project with Occidental petroleum.
 Conduct ServiceNow stakeholder meeting with manager to evaluate the ServiceNow
performance.
 Creating workflows for the service catalog-based catalog items which are widely used in the
organization.
 Worked on Cloud management integration with Amazon Web Services (AWS) to manage
cloud resources, capture costs of cloud resources.
 Involved in the ServiceNow Administration, development, and maintenance.
 Worked on different modules in the ServiceNow like Change management, Asset
management, Incident management, Release management, Service catalog, Performance
analytics, Certificate management and Discovery.
 Lead the development effort against release backlog. Coordinates with outside developer
staff as needed.
 Integrated Qualyts cloud platform tool with ServiceNow VRM module for host detection
integration and CI matching logic.
 Worked and implemented Host detection and scan summary integration.
 Done the upgrade from Kingston to Madrid.
 Experience developing Service portal and Agent mobile app from scratch.
 Successfully implemented Major incident management.
 Worked in the scrum environment with Product owner, Architect, Admin and other
developers.
 SME for the Service catalog and catalog item requests.
 Maintained MID servers, single sign-on (SSO), mobile approvals/notifications, orchestration
operations, multiple instances, update sets/team development.
 Maintained distinct deployment paths when project/upgrade effort underway: production
support (Dev/Test/Prod) and project (RBA/Sandbox/Prod).
 Created business rules, client scripts, script includes, workflows, UI policies, UI actions
 Developed import sets/transform maps, clone operations, system policy, system scheduling,
system security, UI, system mailboxes, wizards, etc.
 Created the custom notifications.
 Requirement Analysis, preparing effort estimation, Designing, Development, Testing and
Code review. 
 Configured Matters alerts from ServiceNow and vice-versa.
 Worked on Asset management integration which updates hardware assets.
 Responsible for coordinating with ServiceNow for ongoing issues/scheduled upgrades,
patches.
 Coordinating with various teams within the organization based at different locations during
the requirement analysis, development, and testing Phases. 
 Planned the deployment schedule with the release manager and created the change request
for the production release.
 Effectively used the update sets for moving the data between different instances.
 Prepared the release documentation for the production release.
 Created test criteria & test cases for each developed task.
 Participated in the implementation of Microsoft SCCM and AD group orchestration with
the ServiceNow.
 Created the Catalog item’s which had the orchestration with SCCM and AD groups.
 Create and manage knowledge book (KB) Articles and provide Training plan to product
owner from each segment and corresponding segment users to work with new modules.
 Integrated ServiceNow with third party applications using REST/SOAP including scripted
web services, MID Servers.
 Configured and maintained CMDB including discovery and Asset management for data
maintenance.
 Worked on integration ServiceNow – Workday.
  Design and propose the pathway to implement the integrations effectively, support future
application upgrades and help improve the long-term supportability and sustainability.
 Worked on integrations SAP Charm, SAP PI, Denodo, Sail point (IIQ), CG4.

Environment: ServiceNow (Kingston, Madrid, New York), CMDB, Asset Management, Incident
Management, Change Management, Project portfolio management, Vulnerability response, Service
catalog, Java script, XML, and HTML.

Client: FLEX, Chennai, INDIA Feb 2013 - Mar 2014

ServiceNow Developer
Responsibilities: 
 Worked with clients to assess current state processes and tools, defined Service-
Now requirements and developed and configured the Service-Now platform. 
 Provide Regular support guidance to Splunk project teams on complex solution and issue
resolution.
 Participated in Service-Now Quick Start Implementation process and worked with Service-
Now in the process of implementation of Incident, Change, Problem, Knowledge
and Service-Catalog. 
 Created portfolios in the Project portfolio management (PPM) module.
 Developed the Gantt charts for the detail resource and task allocation.
 Configure the add-on ap p SSO Integration for user authentication and Single Sign-on
in Splunk Web.
 Experience in Python general scripting, Hands on Experience in secure coding.
 Worked on CMDB and Asset management. Performed Data migration to import data from
other applications and external databases. 
 Involved in standardizing Splunk forwarder deployment, configuration and maintenance
across UNIX and Windows platforms.
 Experience with ServiceNow Discovery tool Service Watch to Discover and import CMDB
items.
 Worked on content management system (CMS) to create the custom interface of the
applications.
 Worked on various modules of Service-Now like Incident management, change
management, Problem management, Service Catalog, User Administration, Reporting and
Discovery. 
 Created various front-end forms, and associated Client Scripts, UI policies, including
advanced customizations that require modification of UI Pages/Macros. 
 Designed Workflows, along with standard Workflow templates which can be reused.
 Supported the team responsible for the implementation and administration of the Service-
Now installation, including managing system configurations, gathered and documented user
and process requirements, developed workflow customizations, and performed quality
assurance testing and user acceptance testing. 
 Created the personalized dashboards, generated the reports to keep the project on time
with required functionality.
 Strong knowledge of the server-side scripting Business rules and Script Includes. 
 Implemented JDBC Export to execute custom SQL queries in the target database based on
requirement. 
 Created Data Sources from various external applications, scripts to parse incoming data and
transform into Service-Now. 
 Developed reports as per requirements from management. 
 Documented all implementations and best practices defined within team. 
 Developed new service catalog items and fix bugs in incident, problem and change
management.