Harsha Reddy Email & Phone Number

Columbus, Ohio, United States

• Experience in administering, configuring, developing, and customizing ServiceNow and related integrations.• Translated business requirements into functional requirements and created stories in agile development.• Enabled Project Portfolio Management (PPM) to create & manage stories in agile development for custom application in ServiceNow platform.• Worked with Stakeholders to create Business Use cases for analyzing business, functional, system requirements during the design phase of project to achieve business goals.• Created Forms & tables with the required fields & organized them into relevant sections as per client requirements in ServiceNow instance.• Configured flow designers, Triggers in ServiceNow application & used sub flows with large flows in order to reduce load and also keep thing easier to understand.• Created and managed SLA definitions for all the installation & decommission services in the scoped application.• Actively involved in service portal design & created portal Pages, service catalog for installation & decommission services.• Created Homepages for End users & Approvers based on the roles in ServiceNow instance for custom application.• Configured catalog client scripts and enhanced functionality by creating UI Polices, UI Actions, Business rules, Script Includes & Client Scripts (Server side & client Side) in ServiceNow.• Integrated ServiceNow instance with frontend Angular application using table API, created CORS rules & tested API using SOAP UI & Postman.• Designed email templates for all services & configured email notifications in ServiceNow instance.• Performed unit testing & end to end testing, manage defect resolution utilizing root cause analysis and report status to ensure completion of testing within expected time.

Client : Alberta Trailer Company (ATCO)• Collaborated with stakeholders to gather requirements, perform system analysis and propose appropriate ServiceNow configurations and customizations.• Developed custom ServiceNow application, modules and workflow to automate business process and improve operational efficiency.• Integrated ServiceNow application with third-party systems and applications via APIs to ensure seamless data flow and system interoperability.• Integrated (inbound & outbound) ServiceNow application with SAP using Scripted Rest API, Business rules, Flow based outbound, and tested using SOAP UI, Postman.• Participated in Bi-weekly demos with client Subject Mater experts (SMEs) to display & perform an end-to-end application walk through.• Created Knowledge based articles to articulate the right information related to ongoing features and also completed featured in ServiceNow.• Runs various reports, dashboards and also configured service level agreement (SLAs) in ServiceNow and also monitor all the SLA workflows.• Created Work Order (WO) and Work Order Task template in ServiceNow application by giving the qualification group, dispatch group, Priority, skills and made field read only, mandatory based on state.• Created tables, views and established table relationships and created various Qualification, dispatch and work groups.• Imported data into tables and created transform maps & transform scripts to load data.• Configured Dispatcher Landing page & customized cards as per the client requirement and created Qualifier landing page, Contractor landing page and configured data sources according to persona in Agent Workspace. Assigning the roles and on boarding of the contractor users• Configured mobile application homepages, sections, modules, actions, mobile pages & navigation menu in mobile development.• Configured MID Server & monitored MID Server for ATCO ITSM & FSM in ServiceNow development, test and production instances.

Service now developer• Responsible for coding, testing, implementing, maintaining and support changes in the Global Voice Service application.• Maintenance and continuous improvement of the process, standards, policies, working methods and tools in Global voice Service.• Build the ServiceNow tables, forms, groups as per the requirements to meet the business requirements.• Designed a Global Voice Service form layout and modified the user interface using UI Actions and UI Policies.• Created Global Voice Service Workflows and Flow Designers for Jabber, FAC and Fixed Phone services.• Implemented Global Voice Service Portal and Service Catalog where users can request Jabber, FAC and Fixed phone services.• Responsible for sending Notifications to users by using customized email scripts, inbound and outbound email actions.• Configured Business rules, Filters, data policies and customized choice list specific to each country.• Created Virtual Task board for Global Voice Services which makes ease of individual project member by displaying to-do list in interactive way.• Created Dashboard for Global Voice Service that contains multiple reports and these reports are scheduled to streamline information delivery as well as can help us to optimize effort.• Involve in migration between multiple environments in ServiceNow using update sets and import sets.• Participated in user acceptance testing, system integration testing and end-to-end testing of different modules like code deployment, workflows, flow designer, service catalog and bug fixing.• Monitoring and performing database operations in DB2 system to validate application changes.• Worked on Integration of ServiceNow with Webex, ServiceNow with Slack, ServiceNow with Active Directory.• Created API (REST, SOAP, GET & PUT) for interaction between applications and tested using SoapUI and Postman.

• Responsible for developing technical solutions on ServiceNow platform to satisfy the business needs and core system configuration.• Customized ServiceNow application and facilitated rollout of new application and modules.• Involved in redesign the workflows using ServiceNow workflow editor for Emergency, Standard and Normal changes.• Responsible for the development of change management using workflows, Business rule and client customization scripts. Automation of approvals and Change process was achieved by using task-based approach with Run scripts in workflows and business rule and client scripting on the Record.• Gathered requirement from stake holders for attributes needed to develop change management module.• Documented all implementations and best practices defined within team. Developed new user interface and fix bugs in change management.• Participate in ongoing production and end user support for change management.• Customized change management with different tasks and approvals at desired stages.• Creation of update sets, export the update sets and retrieve the update sets. Migration of changes from one instance to other using update sets to move customizations between systems.• Customization of service portal home page using various widgets and gauges for end users and approvers/SPOC.• Configuring Email notifications in ServiceNow, Scheduled Jobs, Script Actions and Events for any scheduled actions.• Participated user acceptance testing, system integration testing and end-to-end testing of different modules like code deployment, workflows, flow designer, service catalog and bug fixing.

ServiceNow Admin & Developer• Created a custom application Event attendance Management in ServiceNow platform• Created a table “Student” from ‘create from scratch’ extend task table.• Added many attributes or fields in the student table containing details like-• Name, Id number, Section, Branch, Year, HOD Name, HOD Mail, Class In charge, No of Events• Created sections on the form & used Client Script to show & hide sections• Name gets auto populated from Users table as when a user signup, his details are stored in User table using “User Registration Plugin” this is done by scripting.• Based on the ID Number filled, the Year and Branch gets populated using a client Script.• Created workflow which trigger after the form submission and through notification sends a mail to event Managers of the specified events for approval.• Created Login, Home and Thank you portal page in ServiceNow application using service portal• Login page consists of a login and signup widget, icon clicks, some html text and background image. Details are stored in users table by using user registration plug-in.• Thank You Page consists of an image, a logout option and can redirect to HOME page by home icon.• Created test cases on reference to use cases for Event Management System application• Tested weather the requests is going to approval group for approval as per requirements and checking request fulfilled by the assignment group as per requirements.