Prashanthi P Email & Phone Number

Morrisville, Nc, Us

Denver, Colorado, United States

• Involved in ServiceNow-to-ServiceNow bi-directional integration.• Implemented automation workflows that interact with Active Directory, performing read/write operations using PowerShell commands through Mid servers.• Created testing scripts in ServiceNow Test Management 2.0 to ensure stakeholder satisfaction.• Worked on Integrations between ServiceNow and third-party applications like BMC Remedy.• Developed and fixed widgets in Service Portals to enhance User Experience.• Developed and delivered customized portal web pages in ServiceNow using AngularJS, JavaScript frameworks, etc.• Developed and implemented several IT operations management (ITOM) modules including Discovery, Service mapping, Integration Hub, Hardware Asset Management, etc.• Developed KPIs and provided ITSM performance metrics reports using ServiceNow Performance Analytics Module.• Implemented Governance, Risk, and Compliance (GRC) framework in ServiceNow Helsinki.• Developed HTML prototypes and UI deliverables for Service portals.• Integrated ServiceNow portals with various third-party systems, databases, and applications using technologies such as RESTful APIs, SOAP, or MID Servers.• Participated in Customer Service Management implementation.• Automated provisioning of virtual desktops (VDI) integrated with Microsoft.• Created robust transform maps to import CMDB data from various sources.• Developed multiple custom workflows and flow designs to fulfil business requirements for catalogue items.• Created scheduled reports for business to maintain SLA compliance.• Led a team of developers to implement ITSM best practices, improving incident and change management processes.• Conducted training sessions for end-users and team members on new ServiceNow features and functionalities.

Denver, Colorado

• Created testing scripts in ServiceNow Test Management 2.0 to ensure stakeholder satisfaction.• Worked on integrations between ServiceNow and third-party applications like BMC Remedy.• Developed and fixed widgets in Service Portals to enhance user experience.• Developed and delivered customized portal web pages in ServiceNow using AngularJS and JavaScript frameworks.• Developed and implemented several IT Operations Management (ITOM) modules including Discovery, Service Mapping, Integration Hub, and Hardware Asset Management.• Developed KPIs and provided ITSM performance metrics reports using the ServiceNow Performance Analytics Module.• Implemented the Governance, Risk, and Compliance (GRC) framework in ServiceNow Helsinki.• Developed HTML prototypes and UI deliverables for service portals.• Integrated ServiceNow portals with various third-party systems, databases, and applications using technologies such as RESTful APIs, SOAP, or MID Servers.• Implemented Incident Management, Problem Management, Change Management, Software Asset Management, Asset Management, Knowledge Management, and Service Catalog.• Developed enhancements and performed cleanup in Asset Management.• Used Software Asset Management (SAM) to track, evaluate, and manage software licenses and usage.• Worked on ServiceNow Discovery to identify configuration items (CI) and populate them in CMDB.• Maintained operational service for ServiceNow applications and workflows, including Incident Management, Problem Management, Change Management, Self-Service, Service Request Management, Knowledge Management, Asset Management, Discovery/CMDB, SDLC Scrum Process, Custom Apps, Report, User Account Administration, User Roles, and Permissions.• Created reports, workflows, and data imports for various ServiceNow modules.• Worked extensively with Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, and Access Control Lists.

Englewood, Colorado, United States

• As a dedicated ServiceNow Developer at Dell, I possess a comprehensive understanding of Configuration, Customization, and Integration with External Services, as well as Administration of ServiceNow processes.• Expertise extends to User and Group management, Service Catalogue, Workflow, and ITIL v3 methodologies.• With a proactive approach, I collaborate closely with stakeholders to gather requirements and deliver tailored solutions using ServiceNow's robust platform.• Gathered requirements from stakeholders to develop Service Catalogue items, ensuring alignment with business needs. I utilized ITIL v3 methodologies to implement technical solutions on the ServiceNow platform.• I have worked on all ITSM modules, Cloud management, Orchestration, Procurement, CAB meetings, and Implementations.• Participated in review meetings and project discussions, analysing business requirements and functional specifications. I implemented Service Catalogue, Incident, Problem, and Service Level Management processes to enhance service delivery.• Leveraging JavaScript, I automate and streamline business processes through UI Policy, Client Script, UI Action, and Business Rules.• Worked on and implemented GRC, facilities, time, email, core ITSM, CMDB_CI, reporting, and service catalogue modules.• In cross-functional roles of Business Analyst and Developer, I guide the organization on best practices in ITSM.• Developed user-friendly ServiceNow interfaces using UI Page Composer, UI Macros, and UI Themes.• Created efficient client scripts and UI actions to automate tasks and enhance user experience.• Leveraging JavaScript, jQuery, and AngularJS, I performed advanced UI customization and integration.• Configured multiple Catalogue Items Front-end web/GUI components using JavaScript, CSS, HTML5, and AngularJS.

Hyderabad, Telangana, India

• ServiceNow implementation, development, and administration.• Involved in end-to-end implementation of applications such as Incident, Problem, Knowledge, Change Request, Call, Service Portal, Request Management, Hardware Asset Management, Configuration Management, interfaces, etc.• Implemented ServiceNow ITSM applications using ITIL V3 best practice processes, methods, testing, and training projects.• Worked with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow and proposed resolution and design suggestions.• Communicated with end users, identified their difficulties, and modified the applications as per their requirements.• Developed a scoped application “Certificate Management” which helps in identifying certificates that are about to expire within 30, 60, and 90 days, including notifications.• Integrated with the Master Database Management (MDM) using REST web services and mutual authentication, enabling the service desk team to pull agent data within ServiceNow without logging into another application.• Built inbound actions for automated data loading and ticket creation.• Provided access for reports to the hardware team to view import set row errors.• Integrated with SAP Solution Manager (Solman) using SOAP for the Incident Application, enabling the transfer of incidents assigned to a specific group to the SAP Portal.• Integrated with Altiris to pull assets using the JDBC Connector.• Extensively involved in integration between two ServiceNow instances using the third-party tool Perspectium.• Implemented bi-directional integration for incident, problem, change, hardware asset, users, and groups between two ServiceNow instances in real-time.

India

• As a ServiceNow Business Analyst, I assist in developing and delivering technical and process-oriented solutions and recommendations to support the production environment.• Conducted thorough business requirements analysis, working closely with stakeholders to gather and document detailed functional specifications.• Developed and maintained comprehensive business process models, identifying areas for improvement and implementing effective solutions.• Facilitated cross-functional meetings to bridge communication gaps between business units and technical teams, ensuring alignment on project goals.• Managed end-to-end project lifecycle, from initial requirement gathering to post-implementation support, delivering projects on time and within budget.• Created detailed data flow diagrams and system design documents, providing clear guidelines for development and implementation teams.• Conducted user acceptance testing (UAT) and coordinated with stakeholders to ensure system enhancements met business needs and quality standards.• Implemented and maintained data analysis and reporting tools, enabling informed decision-making and performance tracking.• Developed training materials and conducted user training sessions, enhancing user proficiency and adoption of new systems.• Analysed existing business processes and systems, identifying inefficiencies and recommending technology-driven solutions.• Collaborated with IT teams to develop and deploy custom applications, improving operational efficiency and user satisfaction.• Identified business needs and translated them into technical requirements, facilitating clear communication between business and IT teams.• Designed and documented business process workflows, ensuring alignment with organizational goals and optimizing operational efficiency.