Srikanth R Email & Phone Number

San Jose, Ca, Us

Documenting the required technical specifications based on the business requirements. Documentation of changes and new development as technical and functional specifications. Recording all the information and taking appropriate action to resolve the issue permanently. Analyzing and updating the existing reports and providing the data to required teams. Analyze the standard inputs and ensure that the team creates consistent and appropriate application. As a ServiceNow Architect ensured that all the customizations and configurations are made and met determined by the client. As an Architect Worked on Design, Implement, Configure and develop the modules as per the client’s requirements. Collaborated with IT management to re-architect change management workflow to align with updated change policies. Understanding and experience of working with IT Service Management processes. (Incident, Problem, Asset & Configuration, Change, Release, SLM, Service Catalog) Creation of workflows for Incident Management, Change Management, Service Requests and Service Level Agreements (SLA's). Implemented Project Portfolio Management(PPM) in Servicenow Helsinki version.Created Portfolios and created Demand Drafts.Migrated the legacy information of portfolios in the organization in PPM.Build the automations, so that PPM would consume the SLC plugin of Servicenow.Experience in Implementing Single-Sign-On (SSO) using SAML, LDAP, Windows AD. Configuring Data Sources, Import Sets & LDAP and Transform maps. Designing and developing the Self Service Portal. Experience in setting up MID Servers. Experience in configuring the Discovery Schedules and working with Discovery tool. Manage data with tables, the Configuration Management Database (CMDB), import sets and update sets.

Beaverton, Or, Us

Involved in providing the design solution, technical methodologies and processes solution to meet the customer requirements. Manage and coordinate activities during the overall ticket life cycle in Incident and Problem Management. Developed new user interface for Help Desk Team. Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools and enhanced requests by java script. Performing quality assurance testing and user acceptance testing. Created reports, workflows, data imports for Incident, Problem, Service Request, and Change ServiceNow modules.Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations, and Templates. Responsible for preparing design level, program-level and user-level documentation. Creation of Ordered Guides. 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 .Created Procedure guidelines used in supporting Technology and Application issues. Implemented, documented and maintained the ServiceNow platform to meet specific business needs to support ITIL and business processes.

Gathered requirements from stakeholders at various phases to leverage ServiceNow within organization on End user self-enablement portal using CMS. Primary System Administrator and Developer maintaining the user-facing ServiceNow instance. Responsible of the ServiceNow tool administration module and creation of new Groups, IT Services, Application, Business Services and Routing Rules. Managed Project Asset Creation like Functional Specifications/Design/Test Cases/UAT/SLA. Coordinated project with Project Management Office (PMO) and communicated with Process owners, Stakeholders. Coordinated training sessions for Self-Service users from HR department and process users. Executed Quality Assurance plans from the development of test plans, test cases and documented them in the ServiceNow SDLC module. Coordinated with business and/or process partners to define process for all ServiceNow monthly releases and published a SDLC document. Collaborated with process partners to clearly define the required landscape specifications and resource requirements needed to transition to a new ITSM platform.

Hyderabad, Andhra Pradesh, In

Contributing in Design and Developing New Features in ITSM Applications (Change Template Tree Selection).Fixing Customer/Partner and Internal Defects in Change Management Application.Came up with Developer Guide for all the Hot Spot Areas of ITSM (like Foundation, Template Area, Work Info, Process Flow Bar, Custom Process Flow, Approval Server Application Integration, Notification and Risk Factor Calculations.UI enhancement was done for Change Management forms with auto completion, highlighting required fields using workflows.Handling Customer Escalations in Change Management Application Defects.Studying ITSM Application Workflows and coming up with the new coding strategies which would improve the overall Application Design.Involved in moving Client side workflows to Server side using SERVICE call, table chunking to improve the performance.Having hands on with troubleshooting Bread Crumb functionality when it was introduced for better navigation between forms and applications.Experience on preserving customization using OVERLAYS when worked with Remedy on Demand (ROD) upgrade projects to provide support from the application perspective.Hands on with Remedy Installation, upgrade and recon procedures.

Created and managed Remedy user accounts. Maintained and created Remedy forms/templates, CTI, filters, active links, escalations, problem ticketing and IMAC systems for Workflow using Remedy Admin tool. Used different methods to update/upload data into remedy schemas by using Remedy Import tool and other API methods using ODBC and JDBC. Installed ARS Remedy Server, Email engine, Admin and Client tool on Windows Server and workstations. Developed web Applications on Http Web Servers like Apache, Apache Tomcat using html, JavaScript, CGI, Java Servlets, JavaBeans and JSP to facilitate users in creating Remedy help desk problem tickets and IMAC requests where the remedy client was unavailable. Performed different types of integrations of ARS Remedy application with the web by developing web interfaces using Perl, JSP, JavaScript and java beans to dynamically pass field values between web and ARS Remedy Schemas. Generated and customized scripts in programming languages such as; Perl, Java, JavaScript, JSP, Python, SQL etc. to generate different types of reports and to perform various operations on ARS Remedy, Microsoft SQL(2000-2005) & Sybase databases