Soniya S Email & Phone Number

Austin, Tx

• Involved in gathering requirements from the business and worked on architecture to design, develop and implement.• Development of Service CatLog which includes creating new CatLog items, designing workflows and execution plans.• ITAM asset management modules and how the information flow between ITAM and SAM in the Service Now.• Implanting customer service applications and linked associated entities to the customer information.• Worked with reporting in configuring Service Level Agreements (SLA).• Worked on user interface applications and professional web applications using HTML, CSS, JavaScript, and AngularJS.• Configured Applications using Service-Now tool used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large-scale Service Now implementations.• Developed and maintained web service integrations using SOAP and REST, enabling seamless data exchange between systems.• Collaborated with division leadership to migrate division and departmental content into a central enterprise content management system (CMS).• Spearheaded seamless integration projects between ServiceNow and Infoblox, enhancing network management capabilities and streamlining operations.• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.• Worked and helped customers to decrease time required by Performance Analytics and created strategic and operational changes by delivering the changes through a new set of goals.• Developed custom solutions and workflows within ServiceNow to optimize Infoblox integrations, resulting in improved efficiency and reduced downtime.• Created various front-end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.

Atlanta, Ga

• Involved in gathering the Business Requirements and Interacted with the Helpdesk users and CRM users to understand the existing functionality, current state processes, tools to get a better view of the Business Processes and functionality to develop and configure the ServiceNow Platform.• Designed and developed roles in the development environment of ServiceNow, enabling precise assignment to users based on their functional responsibilities. This approach restricted users' access to specific areas within the system, ensuring they only had access to the resources necessary for their roles, as per project requirements and security policies.• Develop license compliance reports and dashboards to monitor software usage, license utilization, and potential compliance risks.• Activated and managed various publisher packs within Software Asset Management (SAM) for Microsoft, Oracle, IBM, VMware, and Citrix, ensuring accurate licensing and compliance across software assets.• Involved in gathering requirements from the business and worked on architecture to design, develop and implement.• Involved in creating users, groups, roles and load the data to service now using import sets on daily, weekly or requirement basis.• Leveraged ITOM (IT OPERATIONS MANAGEMENT) on BSM MAP, Discovery, Cloud provisioning and Event Management.• Development of Service CatLog which includes creating new CatLog items, designing workflows and execution plans.• Spearheaded the seamless migration of ServiceNow instance from SNOW Utah to SNOW Vancouver, ensuring minimal disruption to business processes.• Configured ServiceNow to automatically create incidents when APM tools detect performance degradation or breaches of predefined thresholds.• Collaborated with cross-functional teams, including IT, HR, and Finance, to analyze and understand regional requirements and customize the ServiceNow platform accordingly.

Atlanta, Ga

• Worked on Integration of servicenow with HP Service Management both Incident and Change management modules. Worked on Web Services using SOAP Messages and called third party. Good understanding of WSDL, XML.• Involved in gathering requirements from the business and worked on architecture to design, develop and implement.• Extensive experience in implementation of customer service applications, Business Rules, Data Dictionary, UI Actions, UI Policies, Client Scripts and Validations Scripts. • Involved in creating users, groups, roles and load the data to service now using import sets on daily, weekly or requirement basis.• Involved in discussion with other technical areas to meet the business and technical requirements for ServiceNow, Web service Owners and DBA to build integration to external and internal systems, currently using SMTP (EMAIL), MID Server and Web Service.• Implanting customer service applications and linked associated entities to the customer information.• Worked with reporting in configuring Service Level Agreements (SLA).• Utilized Performance Analytics in ServiceNow by creating and managing indicators, breakdowns, scorecards, dashboards, and widgets to analyze and visualize key metrics for data-driven decision-making and performance tracking.• Worked and helped customers to decrease time required by Performance Analytics and created strategic and operational changes by delivering the changes through a new set of goals.• Bulk Upload of data into tables with Excel and XML. • Imported Excel data to CMDB tables using transform maps in ServiceNow, ensuring accurate field mapping for data integrity.• Involved in Designing, Development and Implementation of CMS (Content Management System) Website.• Created various front-end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.

Atlanta, Ga

• Implemented various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, and Configuration Management, ensuring technical functionality and integration to meet organizational needs.• Maintained and administered the implemented instance of ServiceNow and performed tasks such as Configuring Users, company, site, location and other existing fields, Support Groups, assignment rules, categorizations, CI data, SLA etc. • Involved in implementing Service Catalog and Request Workflow Design and Configuration.• Created various front-end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.• Implemented Email Integration, LDAP integration, and External Web Services Integration (both SOAP based and REST based) in ServiceNow to facilitate seamless communication, user authentication, and data exchange between different systems and platforms• Implemented Risk Management for the Risk evaluation of the change Request associated with the Configuration Item. Strong understanding of ITIL concepts including process knowledge in all service lifecycles.• Created notifications based on user requirements and configured inbound email actions to create incidents or requests.• Developed Transform maps to map values between Import Set and ServiceNow tables for incoming data from external sources.• Participated in meetings with Subject Matter Experts (SMEs) and Project Managers to analyze requirements and develop request item workflow designs using Agile methodologies.• Designed Workflows, along with standard Workflow templates which can be reused.• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow. Configured UI Page and UI Macro using the Jelly and JavaScript.

Hyderabad, Telangana, India

• Development of Service catalog which includes creating new catalog items, designing.• Maintained business services and configuration item relationships in ServiceNow tool.• Implementation, Customization and Maintenance of IT Infrastructure Library modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.• Developed necessary development documentation as needed (e.g., technical design, developer notes, etc.)• Gathered requirement from stake holders for attributes needed to develop Service Catalog items.• Configured multiple Catalog Items Front-end web/GUI components using JavaScript SOAP, Webservices, CSS, HTML. Experience in developing Demand manager dashboards.• Creates Workflow activities and approvals, implements new workflows data use a variety of activities to understand how records are generated from workflows.• Coordinated Service Catalog options, including two-step checkout, cart controls, and variables.• Investigated performance issues, learnt troubleshooting tools, and used system logs to find issues.• Developed and improved user systems procedures, and prepared systems documentation.• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.• Installed and managed plug-ins for Jira in a production environment to enhance functionality and meet project requirements.• Created technical documentation including design documents, user manuals, and system architecture diagrams as per customer contracts and internal guidelines.• Worked on collecting templates, operating models, and Asset Lifecycle & Contract Management.• Worked on the development and growth of the services delivered by the organization.• Implemented ServiceNow integrations by designing Rest APIs, configuring web services, and integrating databases to streamline data flow and enhance system functionality.• Worked on Agile software development and SDLC.

Master Of Technology - Mtech, Computer Science, A+

Bachelor Of Technology - Btech, Computer Science, A