Haritha T
Lead Architect Itsm Application Developer @Western Alliance Bank
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WORK HISTORY
Lead Architect Itsm Application Developer @Western Alliance Bank
AZ, US
Perform assessments and listen to internal customers to understand and anticipate their business needs and determine their priorities in the context of the overall enterprise and strategy.• Advice functional and admin teams on design, development and overall ServiceNow best practices.• Design and implement ServiceNow components such as Service Catalog, Change/Incident/Problem Management, Asset Management, CMDB, Knowledge, Release Management, etc.• Be the primary technical resource to complete a backlog of activities on the ServiceNow platform, as well as enable client to execute on future implementation activities.• Provide analysis of problems while working toward solutions to technical issues.• Remain current on new features and functionality that plays a key role in driving continual improvement.• Facilitate and support the rollout of new applications and enhancements in ServiceNow.• Assist with unit testing and installation of new modules, releases, and version upgrades.• Design and Develop user interfaces using HTML, CSS, JavaScript, jQuery, and AJAX.• Developed Service Catalog items based on the requirement provided by the stakeholders.• Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA\'s. • Involved in creation of business rules, client scripts, UI policies, UI Actions as per the requirements.• Configured alerts and notifications and understanding e-mail troubleshooting and watermarking.• Improved workflow efficiency by designing and creating responsive and automated workflows.• Automating the application logic using workflows, scheduled script executions, inbound and outbound email actions.• Implemented and used web services with the help of SOAP and REST to get updates from third parties.
EDUCATION
Campbellsville University
Masters in Information Technology & Management
ABOUT HARITHA T
A result-oriented professional with 12+ years of IT industry experience including 10+ years of experience in ServiceNow platform as both Developer and Administrator. • Hands on experience in design and technical implementation of various ServiceNow modules such as Incident Management, Problem Management, Change Management, Demand Management, Asset Management, Contract Management, knowledge, Request, Service Catalog, Service Portal, CSM and Configuration Management. • Collaborated with cross-functional teams to ensure successful project delivery and customer satisfaction.• Proficient in eliciting and gathering Business requirements, Business Process Re-engineering (BPR), Business Process Modelling (BPM), Data Analysis, System analysis, and workflow analysis.• Designed and implemented ServiceNow solutions, with a focus on Telcom Service Management (TSM) modules such as Service Desk, Incident Management, change Management, and Configuration management.• Collaborated with telecom clients to understand their specific service management requirements and business processes.• Involved in different versions of ServiceNow (Utah, Tokyo, Quebec, San Diego, Orlando, Paris, New York, Madrid, London, Kingston) with strong emphasis on supporting the ITSM application, understanding customer requirement and implementing solutions.• Design and engineer solutions leveraging all appropriate components offered by ServiceNow to answer the needs for Business workflows, ticketing or other ITSM requirements.• Experience in Service Catalog design or configuration.• Strong knowledge and familiarity with HR processes.• Hands on experience in developing and modifying ServiceNow workflows, forms, lists, tables, menus.• Hands on experience in Web technologies SOAP, JSON, XML, HTML, CSS, JavaScript, and AngularJS.• Hands on experience in developing and modifying UI Actions, UI Policies, client scripts, Glide records, Script Includes, Business Rules, ACLs, and scripted REST APIs.• Knowledge of CMDB design, architecture, and implementation.• Hands on experience in integrating ServiceNow with other third-party applications. • Hands on experience in producing technical designs, well documented code, and writing unit tests.• Expertise working with multiple modules in ServiceNow Customer Service Management (CSM).• Strong oral and written communication skills, with the ability to confidently present ideas and processes to stakeholders with varying levels of technological experience.
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