Durga Prasad

Bangalore(India)|Contact: 9603482521|Email:prasad.durga1818@gmail.com

Summary
 Over all 5years of experience in ServiceNow Developer/Consultant who has a commendable knowledge
in ServiceNow platform and ITIL processes
 Worked extensively on Content Management System(CMS) in building end user portal
 Extensive experience in ITSM modules
 A citizen in the ServiceNow community where several contributions are made to the community.
 Experience in ServiceNow client side/server side scripting and HTML
 Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and
demonstrated project management skills and experience working directly with Customers and Clients
 Direct hands on experience on various IT Services of Service-Now tool like Service Catalog Requests,
Configuration Management, Service-Now Administration, Incident and Problem Management,
Knowledge Management, Reporting, Integration with Web Services
 Worked on SCCM integration for CMDB
 Experience on Technical implementation of various ServiceNow modules such as Change Management,
Incident Management, Problem Management, Project Portfolio Suite, Service Catalog, and Configuration
Management.
 Experience in managing process, technology and IT service management solutions, ITIL processes,
customizing and configuration of ITSM tools
 Experience in Design, manage and analyze CMDB (Configuration Management) configuration items
 Experience working on SaaS(Software as a Service) based tools (ServiceNow), with focus on implementing
ITIL processes
 Expertise in developing Client Scripts, Business Rules, UI policies, UI actions, Script Include, SLA and Import
sets
 Involved in creating and publishing service catalog workflows with approvals
 Involved in Single Sign-On integration using Site Minder.
 Worked on Various Web Services Integrations using SOAP and REST
 Hands on experience in web development using HTML, JavaScript, CSS,Bootstrapand Angular
 Worked on building a webpage from scratch for online assessment through Service Portal
 Handled projects single handedly and have driven several client discussions
 Experience in preparing requirement gathering documents, wireframes, Work Break down sheets and
timelines.
 Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the
user and group table record.
 Provide backup to other team members, as needed, for activities such as CMDB administration, system
upgrade and patching, regression testing and releasing of new applications.
 Integrated Microsoft SCCM with Service Now for pulling the entire configuration item into Service Now.
ORGANIZATIONAL EXPERIENCE:
 Currently working in Ernst & Young as a Servicenow developer from Feb 2017 – Till
 Previously Worked with IBM from Aug 2014 To Jan 2017

Responsibilities:

 Worked as a senior development lead who is responsible for development of critical applications in
ServiceNow.
 Experienced in the analysis, development and automation of various ITSM processes including Incident
Management, Change Management, Asset Management, Service Request, Configuration Management
including setup and configuration of MID Server and Configuration Item Discovery.
 Involved in creating reports, workflows, and data imports for Incident, Problem, Service Request, and
Change ServiceNow modules.
 Upgraded from Kingston to London version.
 Configure and customize Incident Management and Problem Management applications to meet Business
Requirements.
 Implementing Governance, Risk, Compliance (GRC) methodology to manage the strict and complex
regulatory and industry requirements.
 Develop and provide training on GRC processes and technologies to stakeholders
 Gathered data from Business Units to create a consolidated and comprehensive view of GRC Compliance
as well as provided efficient workflows and usability recommendations.
 Create Order Guides according to the client requirement.
 Maintained and administered the implemented instance of ServiceNow modules including: Incident,
Change, Problem, and Service Catalog.
 Writing Business Rules, Client Scripts, UI Policies and UI Actions to customize the instance as per Business
needs.
 Performed integrations and process automation using ServiceNow Orchestration.
 Create and load catalog items and record producers.
 Created various front-end forms, and associated Client Scripts, UI Policies, including advanced
customizations that require modifications of UI Pages/Macros.
 Worked on LDAP integrations. Very good understanding of integration with these varieties of protocols:
SOAP, JDBC, and ODBC.
 Responsibilities includes guiding the team on various critical deliverables, working on several critical
integrations as well as service portal.
 Worked on several REST integrations with the in-house tools of Verizon. Verizon have various in-house
applications which they use to maintain the mailboxes, service requests etc. However, as managing of
multiple tools are becoming difficult we have integrated those tools with ServiceNow
 Worked on automation of catalog development where an end-user can develop a form of their choice.
 Worked as an onsite project lead whose responsibility was to ensure a smooth delivery from the offshore
and also to setup regular scrum calls to go over the daily activities
 Involved in gathering requirements from the client for the automation work and send it to the offshore
team
 All the incidents and other tickets that got raised for the SNOW issue to be rectified within SLA.
 Checking MID server health and monitoring ECC queue.
 The objectives of PPM are to determine the optimal resource mix for delivery and to schedule activities to
best achieve an organization’s operational and financial goals.
 Prioritize the right projects and programs PPM can guide decision-makers to strategically prioritize, plan,
and control enterprise portfolios. :
 Developed and modified client script, Business rules, UI policies, ACLs in the implementation of the core
ITSM modules.
 Implemented SCCM integration for CI data load from SCCM to SNOW. CMDB needs the CI data and
relationships to be imported from SCCM. The Microsoft SCCM V2 plugin within ServiceNow helps to
achieve the integration between the two systems.
 Worked extensively on LDAP integrations.
 Very good understanding of Integration with various network protocols.
 Good knowledge on Single Sign on and event-based integrations.
 Performed commissioning the test scripts in Development and Validation Environments.
 Perform ServiceNow implementation tasks including configuration, integration, custom programming.
 Setup MID Server used by DISCOVERY and troubleshooting problems with the tool configurations.
 To set up Configuration Management and defining the CI classes and their relationships.
 Used data Sources & web integrations for setting up the configuration database in ServiceNow.
 Created complex transform scripts in transforming the data into the SNOW database.
 Excellent knowledge on setting up the Change Management along with advanced customizations for Risk
Assessment Calculator on a script includes level.
 Worked as offshore team lead whose responsibility was to coordinate with the onsite lead and gather
requirements and work on them with the offshore team.
 Built an ESS portal end to end in CMS. The ESS portal is being used by the end users to submit various
requests. Used various bootstrap classes inside CMS to achieve a better look and feel of the portal
 Attended requirement gathering sessions with the client and the onsite lead.
 Prepared WBS (Work Breakdown Sheets) and RLs (Resource Load) for the project so that we can provide
the client with a better picture of the effort utilizations.
 UI Configuration through client scripting, UI policies.
 Configured SLAs for Incident Management and Service Catalog.