B Prakash V Email & Phone Number

United States

• Maintained the Configuration Items and modified the forms and form Sections.• Worked on Configuring the IP Addresses to help find out the undiscovered CI's into CMDB.• Integrated Service-Now with a third party to store all the credentials to avoid breaching up of credentials.• Involved in analysis of end-user requirements and business rules based on given documentation and worked closely with tech leads and Business analysts in understanding the current ServiceNow system.• Monitoring Windows Machines & Applications and also operating script against remote Windows Computer with the help of PowerShell.• Involved in Designing, Development, and Implementation of CMS (Content Management System) for customizing portal Pages using Jelly Script and UI Macros.• Subject Matter expert on Incident Management, Change Management Process and Knowledge article.• Creating the UI pages to use them in catalog items, Implemented-using UI scripts.• Arranging the scrum meetings while deploying the changes from Dev to QA and to PROD.• Modified Orchestration activities and catalog items for Amazon EC2 Cloud Formation and Stack Creation.• Developed solutions in the service-now platform that are ITIL V3compliant and defined business solutions for ITIL users.• Defining Service Level Agreements SLAs, notifications, and reports.• Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs.• Worked on ServiceNow Discovery tool to identify IP-enabled configuration items (CIs), map their interdependencies, and populate them in the CMDB.• Experience in creating Client Scripts, Business Rules, Script Includes, UI Policies, UI Actions, Workflows and Email Notifications.

• Involved in the complete end-to-end cycle of coding, testing, debugging, maintaining, and refining the computer software in Service Now to produce the required product in an Agile development environment.• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.• Created transform maps both automatic field mapping and scripting.• Planning and managing discovery/ assessment activities and defining high-level program/action plans.• Worked on the following modules of ServiceNow like incident management, problem management, service catalog, user administration, change management, reporting and discovery.• Built and designed Orchestration-related workflows for highly.• Designed, implemented, and managed multiple secure IT hardware and software asset inventory locations.• Customized Workplace Services Portal consisting of various request forms belonging to the Enterprise Workplace Services team.• Implemented enterprise applications and processes for ITAM, Self-Service, SAM, and Discovery.• Drove all knowledge transfer for ITAM & SAM in technical and business meetings with customer & partners.• Assist IT personnel in performing ServiceNow Discovery, Cloud Discovery and Service Mapping processes and troubleshooting the errors that arise.• I was a part of end-to-end implementation HR of case management which really help the customer to streamline the HR Service Delivery.• Improved performance of ITAM, PPM and SAM applications through database optimization of Oracle & MS SQL.• 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.• Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer javascript-enhanced requests by java script.

• Perform day-to-day administration of ServiceNow in Development, Test and Production environments to maintain business services and configuration item relationships in ServiceNow.• Worked on integration using SOAP / WSDL / REST.• Strong skill set in the ServiceNow suite development including SOAP/REST integration.• Involved in setting up REST and SOAP inbound and outbound messages to integrate with ServiceNow.• Communicated with external web services using SOAP Messages and REST.• Supported ServiceNow integration using SOAP, REST web services, Import sets and transform maps, BR scripts.• Orchestrate users access to Databases using Orchestration.• Developing user-friendly catalog items with experience writing orchestration workflows such as Content Management, Web Services.• Utilized Orchestration to extend workflows to interact with systems and application code outside.• Worked on Performance Analytics by providing actionable insight on each level and for every role using key indicators, mobile-enabled scorecards, time charts, analytics, drill-downs, and dashboards.• Extensive experience of integrating Service Now with third party tools and implementation of SOAP and REST API.• Worked on improving IT service delivery and demonstrate how IT is performing to support the business using ServiceNow ITSM.• Worked on Procurement Application in creating purchase items and fulfilling the catalog requests.• Customized the applications using Business Rules, Client Scripts, UI Action and UI Policies, External Data load using Transform maps, etc., based on the application requirements and rolled out the customizations to upper environments using Update Sets.• Configured Email notifications and created inbound email actions for various approval and service request tasks.• Developed Service Catalog items based on the project requirements provided by the stakeholders.

• Build service requests from customer requirements including requests, request items and tasks using workflows and sub-workflows to manage data flows from the customer to the support teams providing the service.• Created a Service Catalog related to Onboarding and Off boarding of the users for HR modules/ applications.• Created HR cases for employees to record the processing of HR requests, such as a request from an employee for a leave of absence.• Performs master shopper activities for HR, including consolidating, centralizing, and facilitating shopping activities.• Involved in Agile development process based on iterative development user requirements are analyzed by interacting with system architects, developers, and business users.• Foresee the issues and troubleshoot root cause analysis of the issue/problem and provide work around or permanent fix.• Created, Developed, and implemented HR cases for automated HR processes, such as employee onboarding and offboarding.• Technical knowledge of the ServiceNow platform as well as experience delivering medium to large- scale ServiceNow implementations.• Created record producers and service catalog items from the scratch used by end users on Service Portal.• Implemented Virtual Agent with Natural Language Understanding (NLU) successfully which reduced call volume by 25%• Designed and developed Motus Integration with ServiceNow for driver reimbursement using REST web services• Built a seamless integration with Peoplesoft eForms to better handle HR requests.• Partnering with HR business leads to drive or advice on initiative execution to ensure the organization delivers and realizes the business value. Managing Programs and Projects, as needed, from conception through implementation.• Created end-to-end documentation for integration and any development work that I am part of. Also worked for HR onboarding project where my role was mostly working on integration using flow designer.