Saisurya Kota
Servicenow Developer @Empower
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WORK HISTORY
Servicenow Developer @Empower
US
Performed day-to-day administration of the ServiceNow Service Mapping tool, including mapping additional defined business services into the tool.• Increased add-on sales by promoting and implementing ServiceNow along with its ITSM (Incident, Problem, Change) and ITOM (Discovery, Service Mapping) modules for customers.• Added users, groups, roles in ServiceNow application and raised firewall requests involving communication between MID server and various other nodes.• Perform day to day administration of the ServiceNow system, including making approved changes to process and workflows in ITSM, CSM and ITOM modules.• Moved Update sets from one environment to another environment.• Designed and developed workflows catalog items and flow designers• Responsible for deploying the customizations into Production from Development using the Update Sets.• Maintain effective communications with customers, other technology specialists, and vendors• Involved in managing system configurations, gathering, and documenting user and process requirements, designing new incident checklist and quality assurance• Checking discovery log for warnings, errors and troubleshoot them.• Create Incident/Problem tickets in ServiceNow to resolve known issues• Manages data with Tables, the CMDB, Import Sets, and Update Sets• Maintained Change Record via google docs for future reference.• Implement changes and make sure they are completed successfully and on time.• Provided 24/7 Network support activities• Analysis of incident response timelines for gaps and improvement opportunities• Created functional and technical specifications documents for various ServiceNow modules.
EDUCATION
Trine University
Master's degree
Jawaharlal Nehru Technological University
Bachelor's degree
ABOUT SAISURYA KOTA
5 years of experience in ServiceNow, ITSM applications.• Currently working as a Service Now Developer, worked on ITSM (Incident, Problem, Change) and ITOM (Discovery, Service Mapping) modules of ServiceNow.• Knowledge on Inspire designer (ICM tools).• Good understanding of ITIL V3 processes.• Worked in various ServiceNow modules like Service Catalog, Knowledge Management, Change Management, Incident Management, CMDB, Asset etc.• Understanding of Client and Server side scripting (Business Rules, Scheduled Jobs, Transform Maps, UI Actions, UI Policies, Client Scripts etc.)• Involved in creating Out of the Box functionality for Incident, Problem and Change Management to meet user requirements.• Have been involved in Configuration for Companies, Roles, Groups, People and other configurations.• Managing and administering ServiceNow users, groups, and all the various roles.• Created and maintained documentations related to design, development tracker, release deliveries.
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