Hanumath B. - ServiceNow Developer

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Ginsheim-Gustavsburg, Germany

Experience

Sep 2023 - Aug 2024

1 year

Lübeck, Germany

ServiceNow Developer

Dräger

Developer for ServiceNow (ITSM & CSM), working in an agile project team to implement customers' automated IT and business processes.
Implementing and developing standard solutions in customer projects or developing individual customer applications in ServiceNow.
Together with our consultants, designing and implementing technical solutions for our customers.
Providing continuous support to customers to move the ServiceNow solution into production and ensuring it continues to work after go-live.
Working on production issues and bug fixing.

Apr 2023 - Jun 2023

3 months

Frankfurt, Germany

Consultant and Developer

Freelancer (Self Employed)

As a consultant and developer, responsible for configuring and developing new processes for the customer (end client: ING).
Analyzing the impact of new requirements and providing solutions according to best practices using low-code approaches of medium and high complexity.
Implementing user stories and developing customer requirements using client scripts, business rules, UI policies, script includes, and security rules.
Experience in upgrading the ServiceNow platform and applying changes to production solutions in an agile approach.
Worked on the Service Catalog, including implementing new catalog items and designing workflows and execution plans.
Provided production support for incident management and implemented fixes.
ServiceNow administration, including release management activities.

Aug 2022 - Feb 2023

7 months

Stuttgart, Germany

Solution Architect

Nuvolax

Onboarding customers, analyzing the impact of new requirements, and developing standards for projects. Managing and maintaining customer enhancements and change requests according to ServiceNow SLAs.
Creating roadmaps and user stories, and implementing and developing customer requirements using client scripts, business rules, UI policies, and script includes.
Experience upgrading the ServiceNow platform and applying changes to production solutions in an agile approach.
Working knowledge of IT operations management and CMDB processes, including event management, discovery, and service mapping.
Promoting ServiceNow best practices to colleagues and customers and leading customer workshops with documentation.
Mentoring other consultants on ITSM-related technical tasks.
Integrations: web service integrations (REST), Microsoft 365 Exchange integration, and Service Graph Connector integration.

Jan 2019 - Jul 2022

3 years 7 months

India

Senior ServiceNow Consultant

Centurion Software Solutions

Responsible for deploying and leading ServiceNow platform and portal management implementations.
Led ServiceNow customizations using business rules, GlideRecord operations, UI policies, data policies, UI scripts, workflow administration, and data imports/exports.
Managed and maintained customer enhancement and change requests according to ServiceNow SLAs.
Led and executed release management activities across multiple instances.
Carried out various integration tasks to support ServiceNow implementations using tools and services like MID Server, JIRA, SOAP/REST web services, Active Directory for SSO, and Google Custom Search integration.
Led teams including business stakeholders to create and modify service catalogs for new items, process flows, and workflow designs.
Configured flows in Flow Designer to manage incident, change, and problem management.
Monitored project deliverables and objectives in collaboration with the senior management team.

Nov 2015 - Dec 2016

1 year 2 months

Denmark

Consultant

Adecco A/S

Migrated update sets to production and handled release management activities.
Chaired meetings following PAC processes, including the change/emergency change advisory board (CAB), critical incident report (CIR), problem management, and release management.
Led and managed incident, problem, and change processes.
Managed end-user requirements and business rules based on BRD documentation, working closely with tech leads and business analysts to understand the current ServiceNow system.
Maintained and monitored SLA workflows. Created various workflows for incident management, change management, service requests, and SLAs.
Created knowledge articles to document steps for catalog item creation.
Created users, roles, and groups, and loaded data into ServiceNow objects using import sets daily, weekly, and monthly.
Ran monthly reports and SLA KPIs and presented them to senior management.
Worked on update sets, UI scripts, and notifications as part of customizing ServiceNow.
Developed the service catalog, including creating new catalog items and workflows.
Integrated SOAP web services, RESTful APIs, and Active Directory for SSO using SAML 2.0.

Feb 2014 - Dec 2014

11 months

India

IT Service Management Consultant

Capgemini

ITIL process owner for incident, problem, and change management. Created and implemented formal SLAs, reducing response times and improving incident resolution.
Followed best practices: assessed new needs, maintained and updated existing documents, and ensured checklists were used when appropriate.
Built and maintained business relationships with clients, vendors, and end-users.
Developed project schedules and coordinated project status meetings across all phases of the software development lifecycle.
Defined operational improvements and preventive measures, and coordinated them with customers and IT service providers.

Jul 2010 - Nov 2013

3 years 5 months

India

Senior Consultant

Hewlett-Packard

Served as change manager responsible for reviewing, communicating, and coordinating changes.
Ensured change management methodology was used in all IT initiatives and attended enterprise CAB meetings to review and approve or reject changes.
Developed and implemented service level agreements and operational level agreements.
Created project schedules, coordinated project status meetings, and managed resources across all phases of the software development lifecycle.
Conducted daily reviews of incident resolution and service request tickets to ensure timely and efficient handling.
Developed and implemented standard operating procedures for incident management, service request fulfillment, and service desk operations.
Scheduled and assigned service tickets to consultants.
Led training sessions on processes and tools.

Nov 2009 - Jun 2010

8 months

India

Software Engineer

Radiant Info Systems Ltd

Managed incident and problem management.
Assisted the global process owner for service level management in driving cost optimization.
Assisted the global process owner for service level management in standardizing processes to meet offshore targets.
Actively coordinated and participated in team meetings.
Developed and implemented service level agreements and operational level agreements.
Ran monthly reports and SLA KPIs and presented them to senior management.

Sep 2007 - Jun 2009

1 year 10 months

India

Consultant

Capgemini

Developed and debugged J2EE applications.
Provided support for development, testing/QA, and staging environments.
Assisted in the development and design of Remedy for incident, problem, and project tracking.