Servicenow Developer It Service

MAHESH BABU UPPADA

Dayton, OH, USA +1-937-***-**** ***************@*****.*** LinkedIn

PROFESSIONAL SUMMARY

A ServiceNow Developer with over three years of hands-on experience in designing, developing, and

optimizing IT Service Management (ITSM) processes, Configuration Management Database (CMDB), and IT

Operations Management (ITOM).

Adept in configuring Incident, Problem, Change, and Request Management modules, aligning them with ITIL

best practices to ensure operational efficiency and streamlined workflows.

Expertise in implementing Business Rules, Client Scripts, UI Policies, and Scripts Including enhanced

functionality and process automation.

Proficient in managing and enhancing the CMDB, including configuring discovery, defining CI classes, and

ensuring data integrity.

Demonstrated success in leading CMDB data health initiatives and integrating external asset management

and discovery tools, contributing to accurate asset tracking and impact analysis.

Skilled in configuring role-based access control (RBAC) for secure data management, managing

Import/Update Sets, and ensuring data accuracy during platform upgrades.

Strong collaboration with cross-functional teams, including service owners, system administrators, and

other stakeholders, ensuring alignment of ServiceNow capabilities with business needs.

Experience in developing and deploying solutions for ITOM, Event Management, and working with REST APIs

for seamless integrations between ServiceNow and external systems.

Successfully implemented Service Catalogs, customized workflows, and created dashboards for actionable

insights into IT performance.

Key skills include JavaScript, ServiceNow Discovery, Service Catalog design, HR Service Delivery (HRSD),

and integration expertise with REST APIs for automated IT processes.

An advocate for continuous improvement, adhering to best practices for ServiceNow development and

administration, and aligning ITSM processes with business and governance standards to deliver operational

excellence.

PROFESSIONAL EXPERIENCE

PTC Remote, USA

ServiceNow Developer May 2023 - Current

Developed and customized ITSM processes including Incident, Problem, Change, and Request

Management, ensuring alignment with ITIL best practices.

Designed and implemented Business Rules, Client Scripts, UI Policies, and Scripts Included to optimize

functionality in ITSM modules, streamlining workflows and automating processes.

Enhanced the Service Catalog by building catalogs, catalog categories, and record producers to improve

user experience and service request fulfilments.

Managed and maintained CMDB, including defining CI classes, configuring discovery, and maintaining data

integrity to provide accurate and reliable asset tracking.

Created and customized CMDB tables, CI relationships, and data models, ensuring the correct mapping of

dependencies and services for better change and impact analysis.

Configured role-based access control (RBAC) for CMDB data, defining users, groups, roles, and permissions

to ensure secure and appropriate access to sensitive information.

Led CMDB data health initiatives, performing regular audits to identify gaps, inconsistencies, and stale data,

ensuring that the configuration items (CIs) are accurate and up-to-date.

Integrated external asset management and discovery tools with the CMDB to automate and enhance data

capture for IT assets, improving visibility and control over infrastructure.

Developed and implemented change management workflows, using Change Requests and Change Tasks

to minimize risk and ensure compliance with organizational governance standards

Worked with Import and Update sets to ensure data accuracy and integrity across ITSM and CMDB modules

during instance upgrades and patch management.

Collaborated with stakeholders to ensure CMDB accuracy, enabling efficient incident resolution, root cause

analysis, and informed decision-making during change management processes.

Troubleshoot complex ITSM and CMDB issues, utilizing deep platform knowledge and analytical skills to

resolve technical challenges and improve operational efficiency.

Worked closely with cross-functional teams, including service owners and system administrators, to ensure

seamless integration of ITSM and CMDB processes.

LTIMindtree Hyderabad, India

ServiceNow Developer Jan 2021 - Jul 2022

Translated business requirements into functional specifications within ServiceNow, utilizing JavaScript to

develop Business Rules, Client Scripts, UI Policies, and UI Actions, optimizing Incident, Problem, and

Change Management workflows within the ITSM framework.

Led the implementation and configuration of core IT Service Management (ITSM) modules in ServiceNow,

including Incident, Problem, Change, and Service Catalog, improving service delivery through customized

workflows and SLA management.

Managed and enhanced the Configuration Management Database (CMDB), integrating asset data with

ServiceNow Discovery and Orchestration to maintain accurate system records and improve IT Operations

Management (ITOM) processes.

Developed and deployed automated solutions for IT Operations Management (ITOM), including Event

Management, streamlining IT infrastructure monitoring and incident resolution.

Designed ServiceNow reports and dashboards to deliver actionable insights into IT service performance,

trained end-users on ITSM processes, and supported production environments for consistent platform

performance.

Advocated best practices in ITSM processes, ensuring optimal ServiceNow performance, designing efficient

workflows, and adhering to ITIL guidelines for continuous service improvement.

Acted as a technical lead and Subject Matter Expert (SME) on IT Asset Management (ITAM) and CMDB

projects, ensuring data integrity and effective asset lifecycle management within the ServiceNow platform.

Collaborated with cross-functional teams to enhance ITSM and CMDB functionalities, aligning ServiceNow’s

capabilities with business requirements and creating custom applications to extend platform capabilities.

Utilized REST APIs to facilitate ServiceNow integrations, ensuring smooth data synchronization between

ServiceNow and external systems, enhancing ITSM processes through automation and improved data flow.

Led the implementation and configuration of ServiceNow modules including Service Desk, Service Catalog,

SLA Management, and HR Service Delivery (HRSD), customizing workflows and integrating asset data for

comprehensive service support.

Developed and maintained ServiceNow solutions for IT Operations Management (ITOM), including Event

Management configuration, and orchestrated CMDB updates using ServiceNow Discovery and

Orchestration.

Designed and delivered ServiceNow reports and dashboards, trained users on system functionalities, and

supported production environments, ensuring optimal performance and user competency in system operations.

Advocated and implemented best practices for ServiceNow development and administration, ensuring optimal

performance and adherence to industry standards, including designing efficient workflows and processes.

Collaborated with platform owners and architects to design, develop, and enhance ServiceNow functionalities,

aligning platform capabilities with business needs for seamless performance and creating custom applications.

Utilized REST APIs for ServiceNow integrations, ensuring seamless data exchange and process automation,

enhancing the ServiceNow platform’s capabilities to meet evolving business requirements.

EDUCATION

Master of Science in Computer Engineering May 2024

University of Dayton, Dayton, Ohio

TECHNICAL SKILLS

ITSM & IDE Tools: Service Now (HRSD), Eclipse, Siebel, PL/SQL Developer, ITSM Suite, Geneva, Fuji, Eureka, Jira,

HP Service Manager, HP Asset Manager

Integration Flow Designer Tools: ITAM, ITOM

Scripting Libraries: JQuery, JavaScript. Apache Jelly. Angular. Knockout

Programming Languages: Java, Mid servers, C, C#, HTML, XML, JavaScript, SQL J2EE,

JZEE: JSP, Servlets, Struts, Spring, Hibernate, JNDI, JMS.JSON

Web Technologies: HTML 5, CSS, XML, ASP.NET, Web Services, Bootstrap, MVC, REST Web API

Application Servers: IIS 6, Apache Tomcat, Weblogic, JBoss

Databases: JQuery, JavaScript. Apache Jelly, Angular, Knockout

Software Methodologies: SDLC, Waterfall, Agile, XP, Scrum

CERTIFICATION

ServiceNow Certified System Administrator

ServiceNow Certified Application Developer

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