Servicenow Developer Power Bi
Resume:
Supraja M
Sr. ServiceNow Developer :**.*******.**@*****.***
Career Summary:
●Over 8+ years of experience as a ServiceNow Developer, Implementation Specialist, and Administrator with expertise in ITSM, ITOM, HRSD, CMDB, ITBM, SecOps, and ITAM modules. Skilled in ServiceNow scripting (Business Rules, Client Scripts, UI Policies), integrations (SOAP/REST APIs, LDAP, JIRA, Workday, Active Directory), and developing scoped applications. Proficient in Discovery, Service Mapping, CMDB setup, and ITIL-based process improvements. Experienced in web development using JavaScript, AngularJS, HTML, CSS, and Bootstrap, with additional skills in Power BI for data visualization. Strong capabilities in Hardware/Software Asset Management, automating workflows, and enhancing security incident response. Managed secure user access, ensured NERC CIP compliance, and delivered large-scale ServiceNow implementations to optimize service delivery and streamline asset lifecycle processes.
CERTIFICATIONS:
●Certified ServiceNow Administrator.
●Certified Application Developer.
●Certified ServiceNow Developer.
●Certified in ServiceNow ITIL.
●Certified in ServiceNow ITAM.
●Certified in ServiceNow ITSM.
TECHNICAL SKILLS:
SKILLS:
●Modules: ITSM, ITOM (Discovery, Service Mapping, Event Management), ITBM, HAM Pro, SAM Pro, GRC/IRM, SecOps (Vulnerability Response, Security Incident Response), BCM, CMDB, Service Portal.
●Workflows: SLA, Jeopardy, Fallout, Incident, Problem, Change, Request, Asset Lifecycle, Risk Assessment, Business Continuity Planning.
●Integrations: REST, SOAP, KAFKA, BigPanda, Splunk, Qualys, SolarWinds, TMF APIs, AWS, Azure, GCP, Active Directory, Workday, SAP.
●Development: JavaScript, GlideScript, HTML, CSS, AngularJS, Bootstrap, jQuery, XML, JSON.
●Tools: Integration Hub, MID Server, Event Pipelines, Transform Maps, ATF (Automated Test Framework), Performance Analytics.
●ITOM: Asset Discovery, Dependency Mapping, Real-time Monitoring, Alerts, Hybrid Cloud Tracking, Predictive Intelligence.
●Security: GRC/IRM, Risk Management, GDPR, HIPAA, CCPA Compliance, Vulnerability Resolution, Access Control (ACLs, RBAC).
●Analytics: Custom Dashboards, SLA/KPI Tracking, BCM Metrics, Compliance Reports, Real-time Insights, Power BI.
●Databases: CMDB Relationship Mapping, SQL, Data Migration, Reconciliation, Configuration Audits.
●Methodologies: Agile (Scrum), ITIL Best Practices, UAT, E2E Testing, Change Management, Organizational Change Adoption (OCM).
●Certifications: CSA, CAD, CIS-ITSM, CIS-HAM, CIS-Discovery, ITIL4 Foundations.
●Soft Skills: Communication, Collaboration, Stakeholder Management, Training, Documentation, Problem Solving
PROFESSIONAL EXPERIENCE:
Client: Cardinal Health, Remote Sept 2023 -till Date
Role: ServiceNow Developer
●Collaborated with cross-functional teams to align ServiceNow implementations, including ITSM, ITOM, ITBM, and GRC, with strategic objectives and user requirements.
●Designed and customized ServiceNow applications, including CMDB, HAM, SAM, and Virtual Agent, to enhance operational efficiency and asset management.
●Integrated ServiceNow with web services such as SOAP and REST, automating workflows and ensuring seamless data flow with systems like Workday, Active Directory, and POS.
●Developed intuitive web applications and interfaces using CSS, JavaScript, and ServiceNow tools, adhering to industry standards and best practices.
●Successfully implemented and configured ServiceNow HR Service Delivery (HRSD) to streamline HR operations, improving process efficiency and user satisfaction.
●Enhanced IT operations by optimizing CMDB and Discovery processes, implementing AWS Cloud Discovery, and creating custom pattern extensions for infrastructure discovery.
●Automated workflows and decision-making using ServiceNow business rules, Integration Hub, and scripting, improving processes like Jira bug tracking and field service operations.
●Delivered data integration strategies and connected external systems through ServiceNow APIs to centralize data and streamline operations across platforms.
●Customized HR case and knowledge management modules to meet organizational needs, ensuring alignment with HR policies and compliance requirements.
●Integrated ServiceNow HRSD with third-party systems, such as payroll, benefits, and identity management platforms, ensuring seamless data flow and consistency.
●Created Power BI reports for actionable insights, scheduled refreshes, and provided performance analytics for ITBM and PPM enhancements.
●Implemented comprehensive change management processes by incorporating CMDB and ensuring configuration item dependencies were well-documented and monitored.
●Conducted training sessions, documented knowledge articles, and refined workflows to improve ServiceNow platform usability and adoption across management and end-users.
Environment: ServiceNow, ITSM, ITOM, ITBM, ITAM, GRC, SecOps, CSS, JavaScript, Web Services (SOAP, REST)
Client: US Bank, Minneapolis March 2022-Aug 2023
Role: ServiceNow Developer
Responsibilities:
●Delivered tailored ServiceNow solutions for the financial sector, including customized workflows, data imports, system integrations, and report configurations, ensuring seamless functionality and adherence to industry regulations.
●Designed automated onboarding workflows integrated with Workday, Active Directory, and IT provisioning tools.
●Automated incident detection, categorization, and resolution workflows, reducing downtime and improving service efficiency.
●Defined strategic roadmaps leveraging emerging ServiceNow technologies to align platform capabilities with financial business objectives and compliance requirements.
●Supported continuous improvement initiatives by identifying areas for optimization within the ServiceNow HRSD ecosystem.
●Deployed ServiceNow Discovery to automatically detect IT assets and dependencies across cloud (AWS, Azure, GCP) and on-prem environments.
●Developed reports and dashboards in ServiceNow HRSD to provide actionable insights into HR metrics and performance trends.
●Designed interactive dashboards, reports, and analytics using ServiceNow and Itential, providing actionable insights to track key performance indicators (KPIs) and improve financial operations.
●Developed automated workflows for secure asset management, integrating Absolute API and ServiceNow approval processes to enhance device lifecycle management.
●Configured and optimized Service Catalog items, SLAs, and workflows with a focus on user experience, compliance, and operational efficiency, employing advanced scripting and UI design techniques.
●Strengthened incident and problem management processes by integrating tools like JIRA and Splunk, implementing SLAs, and developing rapid response workflows to ensure service continuity.
●Safeguarded sensitive financial data through secure authentication workflows using OAuth and API keys, along with robust access controls and encryption strategies.
●Centralized data and streamlined financial IT operations by integrating ServiceNow with industry-specific systems and LDAP for enhanced user authentication and access management.
●Spearheaded platform customizations, including advanced scripting for ITSM and ITOM, and developed visually engaging user interfaces using JavaScript, CSS, and Bootstrap.
●Actively contributed to Agile development sprints, delivering iterative platform enhancements, and resolving performance issues with in-depth system analysis and advanced troubleshooting techniques.
Environment: ServiceNow Platform, ITSM, ITOM, HRSD, JavaScript, Bootstrap, CSS, LDAP, Agile
Client: Flipkart,Bangalore Aug 2019 – Aug 2021
Role: ServiceNow Developer
Responsibilities:
●Maintained the stability and performance of the ServiceNow platform, focusing on ITOM and ensuring optimal environment management.
●Maintained accurate Configuration Management Database (CMDB) and tracked IT assets for better visibility and compliance.
●mplemented HR Case Management workflows, improving HR response times and reducing manual effort.
●Streamlined code migrations using update sets, overseeing bi-weekly transitions between non-production and production environments.
●Designed and implemented Service Catalog items for onboarding/offboarding processes with customized HRSD workflows and improved UI using Jelly scripting.
●Configured CMDB and managed relationships for accurate ITOM processes and real-time tracking of Configuration Items (CIs).
●Developed custom pages and widgets with AngularJS, HTML, and CSS, integrating LDAP and TIBCO via SOAP web services for enhanced user experience.
●Ensured timely and high-quality delivery of technical implementations by managing customer expectations and maintaining attention to detail.
●Integrated Workday with ServiceNow to automate HR workflows, such as onboarding, leave management, and terminations, ensuring data consistency.
●Proficient in ServiceNow and MS Office tools to create reports, manage workflows, and track project progress.
●Enhanced user request processes by configuring Order Guides, variables, variable sets, and intuitive homepages for a seamless user experience.
●Managed multi-instance e-bonding integrations and developed robust error handling for consistent data exchange and performance.
●Led LDAP integration with ServiceNow for user authentication, access control, and synchronization of active/disabled user records across domains.
●Implemented change and release management practices, minimizing disruptions, ensuring system security with custom roles and ACLs, and documenting processes for effective knowledge sharing.
Environment: ServiceNow Platform, ITOM, HRSD, Jelly scripting, AngularJS, ACLs, LDAP, SOAP web services
Client : HP, Bangalore Nov 2017 – Aug 2019
Role: ServiceNow developer
Responsibilities:
●Contributed to ServiceNow ITSM solutions, focusing on Incident Management and Change Management, improving workflow efficiency.
●Assisted in CMDB configuration, enabling accurate asset discovery, dependency mapping, and data imports.
●Developed and tested Business Rules, UI Policies, and Client Scripts, enhancing platform usability and aligning with business needs.
●Participated in Agile sprints, ensuring on-time delivery of features and addressing gaps in technical requirements.
●Created reports and dashboards for SLA monitoring, providing visibility into system performance and metrics.
●Gained hands-on experience with Glide APIs to automate workflows and improve operational efficiency.
●Configured Service Catalog items, ensuring they aligned with client requirements and delivered a seamless user experience.
●Automated incident categorization and task assignments using Predictive Intelligence, reducing manual effort and errors.
●Supported platform maintenance tasks like upgrades and patch deployments, ensuring system reliability and stability.
Environment: ServiceNow, ITSM, Client Scripts, UI Policies, CMS, JavaScript, HTML, CSS, Agile
Client: Cognizant, Hyd Aug 2016 – Oct 2017
Role: ServiceNow Admin/Developer
Responsibilities:
●Developed JavaScript scripts to enhance user interfaces aligned with business needs.
●Configured modules like Incident, Change, Asset Management, CMDB, and Discovery.
●Collaborated with teams for coding, testing, and documentation to meet project goals.
●Created and customized Service Catalog items, managing data migrations seamlessly.
●Designed workflows and business rules to improve automation and efficiency.
●Customized and maintained Incident, Problem, Change, SLA, and Knowledge modules.
●Enhanced ServiceNow applications for improved performance and user experience.
●Implemented ITSM best practices to optimize processes and resolve incidents efficiently.
●Managed IT service requests using the ServiceNow ticketing tool for timely delivery.
●Participated in Agile sprints to drive progress and deliver platform improvements.
Environment: Java, JavaScript, HTML, CSS, ReactJS, SQL, Spring Boot, AWS, ServiceNow, ITSM
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