Jeeva M Email & Phone Number

• Worked on enhancing HR portal, Campaigns and Virtual Agent.• Worked on custom portals. Created custom widgets for portals. Implemented content delivery on HR portal by creating campaigns, portal content• Controlled access to custom widgets by using user criteria, Implemented VA in HR portal.• Configuring VA properties, created VA topics, Topic flows, Chat queues and advanced work assignment etc.

Maintained CMDB accurately by defining the reconciliation rules and data source precedence rules.1) Removed the duplicates by defining the identification rules as per the business requirement.2) Worked on the deduplicate tasks to merge the duplicate CI and its relationship with master CI and deleted the duplicate CI.3) Worked on clearing orphan CIs by establishing the correct relationships. 4) Configuring the discovery schedules to discover various network devices.5) Worked… Show more Maintained CMDB accurately by defining the reconciliation rules and data source precedence rules.1) Removed the duplicates by defining the identification rules as per the business requirement.2) Worked on the deduplicate tasks to merge the duplicate CI and its relationship with master CI and deleted the duplicate CI.3) Worked on clearing orphan CIs by establishing the correct relationships. 4) Configuring the discovery schedules to discover various network devices.5) Worked on fixing the discovery issues by collaborating with multiple departments. Show less

United States

• Worked exclusively on CMDB - Data Certification.• Installed CMDB data certification and Architecture Compliance and configured filters, data schedules, templates, emails and audits etc.

Dallas, Texas, United States

• Participated in requirements gathering workshops, design, code, and test reviews cycles.• Configured and customized all modules in ServiceNow, such as Incident Management, Problem Management, Change Management, Configuration Management, Asset Management, Service Portal, Service Request Management, Knowledge Management, GRC, Portfolio Management and Release Management.• As ServiceNow expert for project, responsible for overall system and its processes, responsible for access control… Show more • Participated in requirements gathering workshops, design, code, and test reviews cycles.• Configured and customized all modules in ServiceNow, such as Incident Management, Problem Management, Change Management, Configuration Management, Asset Management, Service Portal, Service Request Management, Knowledge Management, GRC, Portfolio Management and Release Management.• As ServiceNow expert for project, responsible for overall system and its processes, responsible for access control, security, minor enhancements such as form or workflow editing, and UAT/Regression testing of development. Provided training to the users.• Worked on ServiceNow instance Upgrade project. Recent one is from London to Madrid.• Have experience in ServiceNow implementation and development using client scripting, BR scripting general script including Java Scripting and Glide API.• Experience in Integrations including Right Answers, Zenos, Slack, Splunk.• Extensive experience on Discovery, MID Server Configurations, Discovery pre-requisites fulfillment, Discovery Scheduling.• Experience in post discovery implementation and extensively worked on discovery trouble shooting by customizing the probes, sensors and identifiers.• Worked on SACM project which fine tunes the CMDB and Discovery Modules.• Worked on 100 of catalog items, order guides and record producers.• Experience in building complex workflows for SR, Incident, Problem, Knowledge, Release and Change Management.• Developed UI pages and macros using Jelly Scripting.• Developed Service portal and CMS with angular JS.• Responsible for maintaining and growing data that is held within ServiceNow, e.g., users, locations, configuration items, service catalog items• Used Mid server, webservices, email and other relevant technology to integrate tools with ServiceNow.• Experienced in configuring oncall rotations (rotas), welcome page, calendars and email to allow inbound and outbound email traffic. Show less

Dallas, Texas, United States

• Development of Service Catalog, Record Producers and Workflows which includes new catalog items, defined SLA’s per request and created UI Policies, Catalog Client Scripts, Approvals, Tasks and Notifications.• Created ACL’s, Users, Groups and Roles for Security, Approvals and Fulfillment. • Technical implementation of various integrations of Workday, ITIM with ServiceNow to manage HR Administration including On-Boarding, Leave of Absence, Name Change and Terminations.• Created… Show more • Development of Service Catalog, Record Producers and Workflows which includes new catalog items, defined SLA’s per request and created UI Policies, Catalog Client Scripts, Approvals, Tasks and Notifications.• Created ACL’s, Users, Groups and Roles for Security, Approvals and Fulfillment. • Technical implementation of various integrations of Workday, ITIM with ServiceNow to manage HR Administration including On-Boarding, Leave of Absence, Name Change and Terminations.• Created onsite - offshore model to support development from offshore. Lead and provided guidance to offshore team on best practices and key design features.• Created Events, inbound Email Actions and Email Notifications.• Create and use Update Sets to capture changes and move between instances.• Communicated with end users, identified their difficulties and changed the applications as per their requirements.• Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.• Extensively worked on ServiceNow modules such as Change Management, Incident Management, Problem Management, Software and Asset Management, Configuration Management, Service Portal. Also, implemented Incident Management, Incident Alert and On-Call Scheduling modules within ServiceNow.• Maintained all existing Catalog forms and enhanced them based on the business requirements.• Created custom Reports and scheduled Reports for distribution across business areas and created Gauges for Homepage. • Designed Workflows, along with standard Workflow Templates that can be reused.• Built all associated Business rules, Script Includes, UI Actions and UI Macros for end-to-end process of the server-side scripting.• Implemented Security Operations module which includes Security Incident, Vulnerability and Qualys Integration. Built Assignment Rules, Data Lookup Definitions, and Severity Calculator to support the process. Show less

New Jersey, United States

• Set the process for Incident Management, Problem Management, Knowledge Management, Change Management, Asset Management, and Service Catalog. • Involved in coding the Business Rules (Server-Side Scripting), Client Scripts (Client-Side Scripting), Script includes in the ServiceNow. • Imported Configuration Items (CI) from third party applications using import set tables.• Created various catalog items, record producers and order guides for on boarding, using variables, variable… Show more • Set the process for Incident Management, Problem Management, Knowledge Management, Change Management, Asset Management, and Service Catalog. • Involved in coding the Business Rules (Server-Side Scripting), Client Scripts (Client-Side Scripting), Script includes in the ServiceNow. • Imported Configuration Items (CI) from third party applications using import set tables.• Created various catalog items, record producers and order guides for on boarding, using variables, variable sets, catalog client scripts and catalog UI policies.• Created Email Templates and Email Notifications.• Designed Workflows in addition to standard Workflow templates that can be reused.• Worked on creating users, roles, groups and configured LDAP Server and LDAP Listener for updating the user and group table records.• Implemented LDAP Integration to load user and group data to ServiceNow using Import Sets and Transform Maps.• Implemented bi-directional integration using REST.• Involved in migration of Fuji to Jakarta.• Created various SLA Definitions as per client requirement with Incident Management applications.• Set Service Level Agreements (SLAs) in place, monitored SLA workflows, and created and tracked Service Catalog requests and items using variables.• Functional knowledge and implementation experience of ITOM. • Worked with ServiceNow Event Management by configuring Event Mapping Rules, Event Transform Rules, Alert Rules, and Incident Templates. • Created custom incident mapping rules table and script include to convert alerts to incidents. • Automated HR training compliance process by creating custom applications and workflows with orchestration activities.• Created Order Guides for new employees, contractors for onboarding, terminating and transfer of employees.• Worked on Configuration Management Database (CMDB) and Asset Management Database (AMDB).• Implemented service asset management policies and standards into best practices. Show less

Atlanta, Ga

• Worked very closely with ITSM Process Architect, customer personnel, 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.• Involved in gathering the requirements from the Business Team and creation of technical and functional specification documents.• Analyzed and recommended changes to define methods, creating new methods to improve quality and… Show more • Worked very closely with ITSM Process Architect, customer personnel, 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.• Involved in gathering the requirements from the Business Team and creation of technical and functional specification documents.• Analyzed and recommended changes to define methods, creating new methods to improve quality and productivity.• Developed use cases, process diagrams and requirements documentation using Stories and Scrum tasks in Service Now.• Responsibility to design and development of Reports and monitor the ITIL Service delivery via process mapping the audits and designing the procedures.• Provided solutions and standardized the ITSM process in bid management to satisfy the customers.• Maintained the integrity of the ServiceNow tool across production and non-productionenvironments. Updates & amps; maintained comprehensive testing protocol for ServiceNow related development and enhancements. • Experience on various IT Services of Service Now tool like Incident, Problem, Change, and Service Catalog requests, Service Portals, Report, Gauges and Web Service Integration along with MID Server.• Worked on the internal portal for accessing all the business services by using Service Now Content Management Application.• Ability to develop, maintain metrics & amp, reports on vulnerability findings and remediation compliance.• Worked on Service portal to create the customized widget, pages, Iframes and OOB widgets.• Responsible for Project Management to improve the daily base operation.• Responsible for update of the dashboard to make it visible to all employees and reporting tool.• Handling day-to-day IM/PM and CM tickets.• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow. Show less

San Antonio, Tx

• Interacted with the Business Analysts in understanding the business requirements for the project.• Knowledge and experience in structured systems analysis and design techniques.• Developed database objects including tables, clusters, Indexes, views, sequences, packages, triggers and procedures to troubleshoot database problems.• Developed PL/SQL Packages, Procedures, Functions, and Database Triggers to meet the business requirements.• Involved in Analysis, Design, Coding and… Show more • Interacted with the Business Analysts in understanding the business requirements for the project.• Knowledge and experience in structured systems analysis and design techniques.• Developed database objects including tables, clusters, Indexes, views, sequences, packages, triggers and procedures to troubleshoot database problems.• Developed PL/SQL Packages, Procedures, Functions, and Database Triggers to meet the business requirements.• Involved in Analysis, Design, Coding and Testing of the application.• Provided support for code integration and system integration testing for this application.• Gathered the requirements from the users and analyzed their business needs and created SRS documents.• Handled Exception extensively for the ease of debugging and displaying the error messages in the application.• Design and development of conversions, interfaces, customizations, custom forms, reports and all technical design and solutions.• Involved in SDLC including designing, coding and testing.• Used Ref Cursors and Collections for accessing complex data resulted from joining of large number of tables.• Created Indexes for faster retrieval of the customer information and enhance the database performance.• Wrote complex SQL queries including inline queries and sub queries for faster data retrieval from multiple tables.• Involved in logical and physical database design, identified Fact Tables, Transaction Tables. Show less