Summary

 Dynamic IT professional with over 5 years of extensive experience in ServiceNow development and administration,
specializing in ITIL/ITSM frameworks and processes. Proven track record in designing, implementing, and customizing
robust ServiceNow applications across multiple modules, including Incident, Problem, Change, Configuration & Asset
Management, Service Catalog, Knowledge Management, and Release Management. Skilled in developing responsive service
management portals using Angular JS, creating widgets, UI Pages, and Application Workflows to enhance user experience
and operational efficiency.
 Expertise extends to Flow Designing, CTI Integration, VUI Designing, and Routing Strategies, with hands-on experience in
ITBM Modules such as Project Portfolio Management, Application Portfolio Management (APM), Agile Development, and
Test Management. Proficient in integrating ServiceNow with AWS, Single Sign-On (SSO), xmatters, Office 365, LDAP,
BDNA (Technopedia), and Software Center (SCCM) through REST and SOAP APIs. Configures MID servers for optimal
performance and manages CMDB and Discovery services, ensuring seamless integration with enterprise-level SSO solutions
like OKTA & ADFS.
 Comprehensive understanding of the ITSM Business Process Framework, Studio, and CMS application. Proficient in
leveraging Angular JS for frontend development and implementing UI actions, policies, and data rules. Experience in
managing ITSM modules including service level management, service catalogs, and ITIL-based incident, problem, and
change management. Skilled in managing ServiceNow instances, including updates, patches, and version upgrades.
Proficient in SDLC methodologies, from requirements gathering to testing and deployment, ensuring high-quality
deliverables.
 Solid grasp of GRC principles, contributing to efficient policy creation and compliance monitoring using ServiceNow.
Hands-on experience in creating complex workflows, scoped applications, and custom apps to meet specific business
requirements. Experienced in database administration with MS-SQL, Oracle, and DB2, proficient in writing DML, SQL, and
PL/SQL queries.

Experience
Responsibilities:
 Implemented technical approaches aligned with ITIL v3 methodologies to enhance functionalities on the ServiceNow
platform.
 Develop detailed technical design documents outlining application architecture and deployment strategies.
 Manage end-to-end web application lifecycle within ServiceNow, including maintenance, testing, debugging, deployment,
and enhancement of functionalities.
 Implement and administer IT Service Management (ITSM) processes such as Incident, Problem, and Change Management.
 Oversee the creation and maintenance of Service Catalog and Configuration Management Database (CMDB) entries.
 Drive application development, configuring modules, tables, and columns to meet specified requirements.
 Automate change management workflows and optimize incident management through Automation Catalog Items and
workflow design.
 Lead Service Catalog development, designing new catalog items and workflows to improve user experience and service
delivery.
 Configure and monitor Service Level Agreements (SLAs) to ensure service standards and optimize performance.
 Spearhead Technical Specification Documentation for migration projects, facilitating transitions from legacy systems to
ServiceNow.
 Manage integration with third-party tools like Altiris and LDAP, overseeing data import processes into the CMDB.
 Involved in LDAP integration efforts with ServiceNow for efficient user and group management, ensuring streamlined
authentication and access control.
 Develop and customize Record Producers, Order Guides, Catalog Client Scripts, and Workflows to automate service delivery
processes.
 Manage migration efforts between ServiceNow environments using update sets and import sets to maintain data integrity.
 Participate in version upgrades and patch management for ServiceNow instances, ensuring operational continuity and
compliance.
 Develop UI pages using HTML, Jelly scripting, and Angular JS for the Employee Self-Service (ESS) portal, enhancing user
interaction and engagement.
 Implement REST API integrations for data exchange with external systems, utilizing JSON and XML parsers to ensure data
accuracy and integrity.
 Environment: ServiceNow, Incident Management, Change Management, Problem Management, Knowledge Management,
Service Catalog, Reporting, Business Rules, Client Scripts, UI Policies, REST APIs, SOAP APIs, AngularJS, JavaScript,
HTML, CSS, XML, ITIL v3.

Responsibilities:
 Implemented, customized, and maintained ITIL modules including Incident, Change, Problem, Knowledge, and Survey
Management in ServiceNow Helsinki and Kingston versions.
 Configured Business Rules, Client Scripts, and UI Policies to optimize system functionality and enhance user experience
within ServiceNow.
 Collaborated with ServiceNow partner teams to implement IT Service Management (ITSM) best practices, ensuring
alignment with industry standards and organizational needs.
 Administered and maintained the ServiceNow instance, including configuration of users, groups, sites, locations, Support
Groups, assignment rules, CI data, SLAs, and other system elements.
 Configured event management through setting up connector instances and definitions (ITOM), enhancing operational
efficiency and incident response capabilities.
 Utilized Script Includes, Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, and Access Control
Lists to design, develop, and implement new features and functionalities.
 Managed MID Servers, performed connection verifications, and oversaw ServiceNow Discovery processes, including
troubleshooting and generating reports to optimize system performance.
 Established and managed Service Level Objectives (SLOs) in ServiceNow for incident, problem, and change management
processes, ensuring service performance targets were met.
 Installed and customized Service Portfolio Management (SPM) module in ServiceNow, aligning IT services with
organizational objectives, and provided training and documentation to support teams and end users.
 Conducted training sessions and developed training materials for HR employees and end users on ServiceNow HR Service
Delivery (HRSD), facilitating efficient use of HR processes and tools.
 Integrated ServiceNow Demand Management with SPM to prioritize services and resources effectively, aligning with
corporate objectives and improving service delivery.
 Developed Workflow processes and Service Catalog Items across various categories, ensuring streamlined service request
processes and enhancing user satisfaction.
 Implemented synchronization between outbound and inbound REST integrations with internal and external applications,
facilitating seamless data exchange and integration.
 Managed Service-Now Tool administration, including maintaining relationships between configuration items and business
services, and integrating Intune and AirWatch with ServiceNow CMDB for comprehensive IT asset management.

Environment: ServiceNow, HR Service Delivery (HRSD), Service Catalog, User Administration, Integration with
Salesforce, Performance Analytics, Performance Reporting, Business Rules, UI Policies, JavaScript, AngularJS, AJAX,
HTML, CSS.

Responsibilities:
 Spearheaded implementation and administration of IT Service Management (ITSM) processes, focusing on Incident, Change,
Problem Management, Service Catalog, and CMDB in ServiceNow.
 Orchestrated end-to-end ServiceNow solution implementations, enhancing Service Catalog, Dashboards, and Incident
Management using Business Rules, UI Policies, and Access Control Lists.
 Managed ServiceNow modules including Incident, Change, Problem Management, Service Catalog, User Administration,
and Reporting, ensuring alignment with ITIL best practices.
 Designed and developed Employee Self-Service portal, Service Catalog Order guide, and Knowledge base using JavaScript,
AngularJS, HTML, CSS, and AJAX for dynamic functionalities.
 Collaborated with vendors for ServiceNow Instance monitoring, user access management, and environment scheduling,
integrating external systems like Salesforce for enhanced operational efficiency.
 Implemented Change Management protocols and role-based access controls (RBAC) to enforce security measures and
compliance standards across ServiceNow instances.
 Developed and configured ITBM - Application Portfolio Management (APM) features to optimize resource allocation and
portfolio management within ServiceNow.
 Conducted data migration, developed transform scripts and maps, and created specialized reports for request fulfillment,
incident management, and change management using Performance Analytics and Reporting tools.
 Participated in all stages of the Software Development Life Cycle (SDLC), collaborating with cross-functional teams to
ensure successful project delivery and adherence to business requirements.
 Environment: ServiceNow, Incident Management, Change Management, Problem Management, Service Catalog,
Configuration Management Database (CMDB), ServiceNow GRC, ITBM - APM, PowerShell scripting, JavaScript,
AngularJS, HTML, CSS, XML.

Education: Bachelor’s in computer science from JNTUH