Name: Pavan Ayyagari

Role: ServiceNow CMDB Consultant

Professional Summary
ServiceNow CMDB Experience
 Software development professional with over 15 years of experience specializing in ServiceNow, databases,
and backend applications.
 Extensive experience in development, implementation, and administration of ServiceNow, including ITSM,
HRSD, HAM, SAM, Service Portal, CMDB, and Discovery.
 Solid experience with ServiceNow modules including service catalog, incident, change, problem, knowledge,
release management, SLAs, asset management, reporting, and configuration.
 Deep expertise with client scripts, UI Policies, Business Rules, Script includes UI Actions, UI Macros, Flow
Designer, and ACLs.
 Extensive experience in implementing REST APIs for integrating ServiceNow with other solutions and
applications. Experience with Scripted REST APIs.
 Experience in building web services utilizing SOAP protocol and integrated with third party applications.
 Proficient in designing and building custom Service Portals and custom widgets using HTML, CSS, JavaScript,
Bootstrap, AngularJS, and other relevant web technologies.
 Experience in designing and developing complex workflows, scheduled script executions, events, and
notifications.
 Experience in importing, transforming data, and coalescing data as per the data policies from multiple
sources (CSV, JDBC, FTP, HTTP, XML).
 Developed integrations with ServiceNow using LDAP, Single Sign-on, Mid server, Web-services, Email, and in-
house applications and technologies.
 Worked on Orchestration to automate the top and frequently used service requests.
 Excellent communicator at all levels.
 Experienced in Agile/Scrum and a solid team player.

Technical Skills:
o Core ServiceNow: Client scripts, UI Policies, Business Rules, Script Includes, ACLs, UI Actions, UI Pages, UI Macros,
Glide Ajax, Service Portal, Custom Widgets, notifications, events, Scheduled script Executions, Data imports,
workflow/Flow Designer, REST/SOAP APIs, Data policies, Scheduled reports, Data import, transform, coalesce.
o ServiceNow Modules: ITSM (Incident Management, Change Management, Problem Management, Service Catalog,
Knowledge Management, SLAs, Record Producers, Order Guides, familiarity with HRSD, HAM, SAM, CMDB,
Discovery
o Web Technologies: HTML, CSS, Javascript, Angular JS, Widgets, Bootstrap, Web services, XML, JSON, Jelly, REST,
SOAP, WSDLSQL
o Databases: SQL, SQL Server, MySQL, Oracle, Snowflake
o Operating Systems: unix, linux
o Productivity: JIRA

Professional Summary:

Las Vegas Sands Jun 2022 - Onwards

Sr. ServiceNow Consultant

 Responsibilities:
o Designed, configured, and implemented ServiceNow components to meet specific business needs to support ITIL
and business processes.
o Utilized JavaScript to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI
Action, and Business Rules.
o Configured Service Level Agreements to define SLA from both internal and external providers.
o Involved in the development activity of Catalog Items, Ordered Guides, Custom Related Lists, Custom Tables,
Custom Roles, and Dictionary fields.
o Created and tested Update Set migration across DEV/QA/Prod environments.
 o Developed Business Rules, Script Includes, UI Policies, Catalog Client scripts, Client Scripts, Scheduled Jobs, Wizard
panels and Wizard Clients scripts, Content item, customizing UI header, Footer.
o Developed and maintained APIs and data integration processes between ServiceNow and other services using
SOAP, Rest Protocols.
o Developed Access Control list using Scripting.
o Involved in the creation of different forms and implemented business logic using Client Scripts, UI policies, UI
Pages, Macros.
o Designed Workflows, along with standard Workflow templates which can be reused.
o Planned and coordinated the execution of Implementation with different teams like Business, Stakeholders,
Development, Testing, Production Support and have performed validations for all development activities in
ServiceNow.
o Configured UI Page and UI Macro using the Jelly and JavaScript.
o Involved in developing DISCOVERY to load configuration information to CMDB.
o Involved in LDAP integration with ServiceNow for obtaining users and groups, integrated Splunk with Incident and
change modules.
o Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and
group table record.
o Worked closely with the testing team in developing test cases and clarified testing team-related tickets and closed
them.
o Environment: San Diego, Java Script, JSON, jQuery, Prototype, Web Services, SOAP, SQL, XML, HTML, CSS, AJAX,
Angular JS, Integrations, Cloud services, ITIL, Agile/scrum

CBRE Sep 2019- Mar 2022

Sr. ServiceNow Consult

 Responsibilities:
o Responsible for analyzing, designing, and developing business applications, which involve customization, workflow
administration, data imports, and custom scripting using JavaScript.
o Coordinated ServiceNow environment/form back-end customizations. Notified clients and updated
documentation.
o Responsible for closing open Incidents, Problems, and Enhancement requests, and communicating with the
customer about the status of the request to ensure timely customer satisfaction.
o Provided analysis of problems and resolutions or fixes for production issues related to the ServiceNow platform
within the Service Level Agreement.
o Provided production support for Service Catalog, Incident, Problem, Change, Release, Deployment, Task, and
Knowledge management modules in the ServiceNow platform. Supported Business departments by coordinating
Moves, Additions, and Changes with IT Services and Facilities.
o Worked in an Agile development environment.
o Implemented data security using Access Control Lists (ACL) and Data Policies.
o Created Sites, Pages, Templates, Content Blocks, and Navigation Menus in CMS and built pages using Jelly
Scripting.
o Created Business rules (server-side code) and modified Out-of-the-Box (OOB) functionality.
o Worked extensively on LDAP integrations, with a good understanding of integration using protocols such as SOAP,
JDBC, and ODBC.
o Implemented Single Sign-On and event-based integrations.
o Set up Configuration Management from scratch, defining the CI classes and their relationships.
o Created complex transform scripts to transform data into the ServiceNow (SNOW) database.
o Designed a generalized framework for repeating problems and incidents.
o Designed and implemented service requests through the service catalogue in ServiceNow.
o Analyzed problems, created new solutions, and developed new techniques.
o Developed SLA and reporting mechanisms.
o Created scheduled tasks, monitored ticket queues, and generated statistics.
o Implemented Knowledge articles, incidents, CMDB, and dictionaries.
o Environment: ServiceNow New York, Java Script, JSON, jQuery, Prototype, Web Services, SOAP, SQL, XML, Angular
JS, HTML, AJAX, Log4j, Integrations, Cloud services, ITIL, SCRUM

Kaiser Permanente Sep 2015-Aug 2019

ServiceNow Developer

 Responsibilities and Work History:

o Implementation, Customization, and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge,
Service Catalog in ServiceNow.
o Extensively worked on the Implementation, Configuration, and maintenance of Business Rules, Client scripts, and
UI Policies.
o Involved in gathering requirements from the Business Team and creation of technical and functional specification
documents.
o Worked extensively on integrations between ServiceNow and third-party applications like BMC Remedy.
o Configured multiple Catalog Items Front-end web/GUI components using JavaScript, CSS, and HTML5.
o Defined and configured DISCOVERY schedules and worked on DISCOVERY and set up mid servers and checked for
connectivity.
o Worked on loading data into ServiceNow using import sets.
o Worked on customization and configuration of Service Watch, Dashboards.
o Involved in creating and configuring SLAs as per requirements.
o Designed User Interface for Catalog Design and worked on Catalog Designer.
o Imported data from various data sources (FILE, JDBC) using import sets and transform maps.
o Involved in LDAP integration with ServiceNow for obtaining users and groups.
o Imported Configuration Items (CI) from third-party applications using import set tables.
o Involved in migration between various ServiceNow instances using Update Sets.
o Involved in loading assets into ServiceNow from third-party systems using Web Services and Import Sets.
o Set up MID Server used by DISCOVERY and troubleshooting problems with the tool configurations.
o Worked on development of Service catalog - catalog items, designing workflows, and execution plans.
o Involved in redesigning workflows using ServiceNow workflow editor.
o Involved in reconciliation of complicated workflows to simpler forms.
o Updating and implementing the newest version of ServiceNow Helsinki to keep the company focused and
confident regarding the new concepts involved.
o Involved in automating routine production support activities using PowerShell and VB Scripting.
o Involved in custom probes and sensors to populate CMDB with pertinent asset data via JavaScript, Perl, and
PowerShell.
o Worked on creating UI pages to use them in catalog items using UI scripts.
o Responsible for the acceptance, identification, storage, and withdrawal of all supported CIs.
o Responsible for ensuring that all CIs are registered, and these records are correct and up to date.
o Involved in various ServiceNow customizations as per client's requirements.
o Environment: ServiceNow/Fuji, HTML5, CSS, JavaScript, Client scripts, Business Rules, Script Includes, ACLs, UI
Actions, UI Pages, Glide Script, Git, Jenkins, uDeploy, AWS EC2, S3, DynamoDB.

Davita Jan Sep 2012 - Sep 2015

ServiceNow Developer

 Responsibilities:
o Set up the process for Incident Management, Problem Management, Knowledge Management, Change
Management, Asset Management, and Service Catalog.
o Involved in the Implementation of different Applications, Modules, Tables, and Views as per the client's
requirement.
o Developed JavaScript, HTML, and CSS codes for front-end deployment.
o Worked with business analysts to create and modify Service Catalogs and Request Workflow Designs.
o Involved in creating and configuring SLAs as per requirements.
o Coded Business Rules (Server-Side scripting), Client scripts (client-side scripting), Script includes in ServiceNow.
o Worked with process owners to develop workflow, implement the workflows in Service Applications, and
administer the tools.
o Experience in configuring email notifications in ServiceNow.
o Managed end-user self-service portal.
o Created Order Guides for New Employee and Contractor Onboarding, Terminating Employee, and Transfer of
Employees.
 o Configured end-to-end processes for Knowledge management and worked on the Knowledge Centered Support
(KCS) plugin.
o Worked on CMDB and Asset Management to provide a better scope of understanding on the inbound and
outbound of assets.
o Created users, roles, groups, and Configured LDAP Server and LDAP Listener for updating user and group table
records.
o Created homepages including basic reporting, gauge configuration, and dashboard presentation.
o Ran daily and weekly jobs to push data into the application using Import Sets and Transform Maps.
o Loaded Assets and Configuration Items, Created relationships between CI and Assets.
o Created inbound web services using Scripted Web Services and Import Set Web Services between ServiceNow and
procurement Systems.
o Generated weekly reports and metrics for IT management.
o Worked on CMDB and set up mid servers as per requirements.
o Configured metrics for indicating KPIs of the Industry in different measures.
o Documented business processes, functional requirements, and conducted information flow analysis and process
modeling within and across multiple business streams.
o Maintained the integrity of the ServiceNow tool across production and non-production environments.
o Provided training on ServiceNow processes, operations, and capability to all required teams.
o Environment: ServiceNow, Web Service, CMS, JavaScript, Client scripts, Business Rules, Script Includes, ACLs, UI
Actions, UI Pages, HTML, CSS, Glide Script, AWS EC2, S3

Education:
o Bachelor of Electrical and Electronics Engineering
o MBA