Servicenow Developer User Experience

Sandeep Mamidi

Frisco, Texas • +1-216-***-**** • *************@*****.***

PROFESSIONAL SUMMARY

Experienced ServiceNow Developer and Administrator with 6+ years of experience in requirement gathering, development, and testing across key ServiceNow modules like Incident, Change, and Problem Management. Expertise in automating workflows using Flow Designer, IntegrationHub, and Glide API scripting, reducing manual processes by up to 35%. Strong ITIL knowledge, with a proven track record of delivering over 50 projects using Scrum, Agile, and Waterfall methodologies. Skilled in optimizing UI, enhancing user experience by 20%, and generating automated reports that have reduced reporting efforts by 30%. WORK EXPERIENCE

Senior ServiceNow Developer Apr 2023 – Present

T-Mobile, Frisco TX

Automated 10+ workflows in ServiceNow Flow Designer, improving efficiency by 30%, including FSO workflows.

Integrated ServiceNow with OSS/BSS systems using REST/SOAP APIs and HAM/SAM for asset management, enhancing automation.

Designed ITIL-compliant workflows, reducing ticket resolution time by 25% and enabling Performance Analytics.

Built custom apps in ServiceNow Studio, including HAM/SAM, CSM, and AngularJS-based solutions for enhanced user interface and development.

Trained 50+ users on FSO, CSM, and HAM/SAM workflows, leading configuration reviews and workshops.

Extensive experience with CMDB and CSDM for organizing and managing IT assets and services.

Developed .NET-based solutions and AngularJS components to improve ServiceNow integration and user experience..

ServiceNow Developer/Administrator Jan 2018- Jul 2022 Aloha Technology, India

Strong focus on Vulnerability Response, Information Risk Management (IRM), and Security Operations

(SecOps) within the ServiceNow platform.

Proficient in ServiceNow platform configuration and customization for automating and managing security- related processes.

Skilled in translating business needs into technical requirements and delivering effective ServiceNow solutions.

Expertise in creating detailed business requirement documents (BRDs) for security projects.

Knowledge of industry best practices in Vulnerability Response, IRM, and SecOps.

Experience integrating ITSM/ITIL processes with Security Operations to improve workflow efficiency.

Strong communication and collaboration skills, working with cross-functional teams to deliver optimized

`` PROJECTS

Incident Management Automation Jul 2023 – Dec 2023

Create an automated workflow to enhance the incident reporting process, allowing users to log incidents via a self-service portal or chatbot.

Integrate AI-driven analytics to prioritize incidents based on urgency and impact, ensuring faster resolution.

Implement a feedback loop for continuous improvement, allowing users to rate their experience and provide suggestions for further enhancements.

Change Request Management System Jan 2023 – Jun 2023

Develop a centralized system for submitting, tracking, and approving change requests within ServiceNow, enhancing visibility and accountability.

Automate the change approval process with predefined workflows, reducing manual intervention and speeding up decision-making.

Eshtablished comprehensive documentation protocols for compliance purposes, leading to a streamlined audit process that reduced documentation discrepancies by 75% and ensured adherence to industry regulations across all departments.

SKILLS

Programming and

Scripting:

JavaScript, AngularJS, REST/SOAP APIs, jQuery, Python, UI Actions, UI Policies, Catalog and Workflow Management

Web Technologies HTML, CSS, XML, AJAX, JSON networking fundamentals (TCP/IP, ports, firewalls, IP networking)

Database and Tools MySQL, Oracle, ServiceNow, Workday, office 365, Agile development ServiceNow Modules ITSM, ITIL, ITBM, HRSD, CMS Incident Management, Problem Management, Change Management, Release Management, Web Services, Service Catalog, Service Level Management, CMDB, Data Loading, On Call Scheduling, LDAP, SSO, etc. CERTIFICATIONS

ServiceNow Certified Application Developer – CAD

ServiceNow Certified System Administrator – CSA

EDUCATION

Master of Information Systems Cleveland State University Aug 2022 – May 2024 Bachelors in Electronics and Communication Engineering Raghu Engineering College Jul 2015 – May 2019

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