Servicenow Developer Real-Time

Name: Upendra Reddy Bukkasamudram

Email : *******.*************@*****.*** Mobile : 972-***-****

Looking for only C2C

ServiceNow Developer

Objective:

Results-driven ServiceNow Developer with 9 years of experience in designing, developing, and implementing enterprise-grade ServiceNow solutions. I am skilled in ITSM, ITOM, ITAM, SecOps, GRC, CSM, HRSD, and ServiceNow integrations, with a strong focus on automation, workflow optimization, and system efficiency. Adept at developing custom applications, integrating third-party tools, and enhancing ServiceNow functionality using JavaScript, Glide APIs, REST/SOAP, Flow Designer, and MID Servers. Passionate about delivering scalable, high-performance solutions that drive business transformation while adhering to ITIL best practices. I am seeking to leverage my expertise in ServiceNow administration, and development to deliver innovative solutions that enhance operational efficiency and user experience.

PROFESSIONAL SUMMARY:

Implemented Performance Analytics solutions to provide actionable insights into ITSM processes, including Incident, Problem, and Change Management.

Utilized REST APIs for seamless integration between JIRA and ServiceNow ITSM, facilitating real-time data synchronization for incidents, problems, and change requests.

Configured data collection jobs and breakdowns to enable accurate and real-time tracking of key performance indicators (KPIs) across multiple ServiceNow modules.

Designed and implemented interactive dashboards tailored to various business units, providing visibility into SLA compliance, backlog trends, and service health.

Developed custom Performance Analytics widgets using ServiceNow’s UI Builder to display dynamic insights tailored to stakeholder requirements.

Integrated ServiceNow with external tools like Jira, SAP, Workday, Azure DevOps, SCCM, Active Directory, AWS, and VMware CMP.

Developed REST/SOAP integrations for seamless data exchange between ServiceNow and third-party platforms.

Leveraged Flow Designer and Workflow Editor to automate approval processes, task assignments, and notifications for Service Catalog requests, improving efficiency and reducing manual intervention across departments.

Integrated GRC with SecOps, linking risk management with incident response and vulnerability management, improving overall risk posture by addressing vulnerabilities more proactively.

Provided technical leadership on ServiceNow upgrades and feature enhancements.

Conducted user training, UAT sessions, and knowledge transfer for internal teams.

Developed custom reports and dashboards for KPI tracking and executive reporting.

Designed and implemented Service Catalog items, workflows, and approval processes to streamline service delivery across IT and business functions.

Led the deployment and configuration of ServiceNow Security Operations (SecOps), including Security Incident Response (SIR), Vulnerability Response (VR), and Threat Intelligence (TI) modules.

Implemented Software Asset Management (SAM Pro) to track and optimize software licenses, saving 20% on software costs.

Configured Hardware Asset Management (HAM Pro) for lifecycle tracking from procurement to retirement.

Integrated ServiceNow SAM with Microsoft, Adobe, IBM, and Oracle License Compliance tools.

Created custom scoped applications, integrating them with external systems via REST/SOAP APIs.

Developed GlideAjax, Script Includes, Business Rules, Client Scripts, UI Policies, and Scheduled Jobs.

Designed custom widgets and pages in ServiceNow Service Portal using AngularJS and Bootstrap.

Automated reporting with Performance Analytics Dashboards for KPI tracking.

Automated Contract and Vendor Management for better control of IT asset lifecycle.

Implemented Security Incident Response (SIR) and Vulnerability Response (VR), integrating with Qualys and Tenable.

Developed Threat Intelligence automation workflows, reducing response time to critical threats.

Designed RBAC (Role-Based Access Control) & ACLs for secure and compliant platform access.

Integrated SecOps with SIEM solutions (Splunk, IBM QRadar, ArcSight) for real-time security monitoring.

Increased the accuracy and efficiency of the CMDB by overseeing discovery schedules, handling data import/export processes, and configuring relationships between configuration items (CIs).

Designed Customer Case Management, Virtual Agent, and Service Portal enhancements for better customer engagement.

Integrated ServiceNow with Jira, SCCM, Active Directory, SAP, AWS, Azure, Google Cloud, Workday, Salesforce, and Okta.

Automated workflows using Integration Hub, Orchestration, and Flow Designer.

Configured OAuth 2.0, SAML, LDAP, and Single Sign-On (SSO) for secure authentication.

TECHNICAL SKILLS:

•SDLC s — Waterfall, Agile, Scrum

•Programming Languages — C, C++, Java.

•Database — MySQL, MongoDB, Oracle

•Web Technologies — HTML, CSS, JavaScript, XML, JSON

•SNOW Applications — Incident, Problem, Change, Knowledge, Service Catalog, ITSM, ITOM, ITAM, CSM, HRSD, SecOps, GRC, SAM, ECP, Discovery, CMBD, License Management, Orchestration, Service Mapping, Service Portal, SAM pro, HAM, Hamp pro, Risk Management.

•Platforms — Windows, Linux, shell, AWS.

•Scripting Languages — Jelly Script, Ajax, CSS, HTML, XML, Java Script, Angular JS

•ITSM Tools — Service Now (Eureka, Helsinki, Istanbul, Jakarta, Kingston, London, New York, Paris, Utah, Vancouver)

PROFESSIONAL EXPERIENCE:

Sr. ServiceNow Developer,

Austin Energy, Austin Mar 2023– present

Responsibilities:

Automated Change Management approvals by integrating with Microsoft Teams and Email Notifications, reducing approval time by 50%.

Created an automated Major Incident process that assigns war rooms and notifies stakeholders via Slack and SMS integration.

Developed a multi-tier Service Catalog with dynamic approvals, reducing request fulfillment time by 40%.

Configured Problem Management RCA tracking dashboards, improving resolution time for recurring incidents by 30%.

Integrated ServiceNow Incident Management with Jira to streamline ticket synchronization for development teams.

Configured Discovery schedules to scan on-premises and cloud environments (AWS, Azure, GCP), improving CMDB accuracy by 90%.

Troubleshot Discovery failures related to SSH, WMI, and SNMP to ensure seamless device scanning.

Built Event Rules and Alert Correlation in Event Management, reducing false positives by 40%.

Integrated Service Mapping with business services, enabling IT teams to visualize application dependencies for impact analysis.

Performed CMDB Data Health Checks and automated stale CI cleanup using Scheduled Jobs and Data Certification workflows.

Configured risk assessment workflows to automatically generate control tests and remediation plans.

Integrated ServiceNow GRC with external compliance tools, ensuring adherence to ISO 27001, NIST, HIPAA, and SOX.

Developed an automated policy approval workflow, reducing policy update cycles by 50%.

Designed a real-time compliance monitoring dashboard that tracks regulatory gaps and audit readiness.

Prepared comprehensive documentation for the JIRA-ServiceNow integration, including workflows, configurations, and troubleshooting guides.

Designed and developed risk reports and dashboards to provide stakeholders with visibility into risk management activities, including risk status, trends, and mitigation effectiveness.

Developed and configured the SAM Pro module to track software assets, licenses, and compliance, leading to optimized software spending and reduced license overages.

Environments: JavaScript,Glide Script, AngularJS, React,HTML,CSS,Bootstrap,AJAX,REST APIs, SOAP APIs,OAuth 2.0,PowerShell, Python, JSON,XML, Web Services,Event Management, ITIL Framework,CI/CD Pipelines, Data Certification Workflows

Sr. ServiceNow Developer,

Nomi Health, TX Feb 2022-Mar 2023

Responsibilities:

Configured Major Incident Management (MIM) process with automatic war rooms for high-priority incidents, reducing MTTR (Mean Time to Resolve) by 35%.

Developed Knowledge Management solutions with automated article suggestions, increasing self-service adoption by 40%.

Designed Dynamic Approvals and SLA Breach Notifications, ensuring timely resolution of high-impact issues.

Integrated ServiceNow with Jira & Confluence to enable seamless ticket synchronization for development teams

Troubleshot and optimized complex Business Rules, ACLs, and Client Scripts to enhance instance performance.

Enabled integration of multiple JIRA projects with distinct workflows into a single ServiceNow ITSM instance, ensuring uniform ticket management across teams.

Developed an intuitive multi-tier Service Catalog with dynamic forms and approval workflows, reducing request fulfillment time by 50%.

Implemented ServiceNow Discovery & Service Mapping, increasing CMDB accuracy to 95%.

Automated CI relationship updates and impact analysis, improving change risk assessments.

Integrated Event Management with AIOps solutions to reduce noise and automate resolution of repetitive incidents.

Developed Orchestration workflows for automated server patching and VM provisioning, reducing manual effort by 50%.

Designed a custom CMDB health dashboard to track completeness, compliance, and correctness of CI data.

Implemented Cloud Discovery (AWS, Azure, GCP) to auto-populate cloud resources in CMDB.

Developed an automated reconciliation process between CMDB and third-party asset management tools.

Configured Playbooks in SIR (Security Incident Response) to auto-assign security incidents based on threat intelligence.

Developed a real-time phishing incident response workflow, reducing security incident handling time by 60%.

Integrated ServiceNow with Splunk for automated incident creation based on security alerts.

Developed automated license reclamation workflows, reducing unused software costs by 30%.

Integrated ServiceNow HAM Pro with barcode & RFID scanners for real-time asset tracking.

Automated asset lifecycle tracking, including procurement, depreciation, and disposal workflows.

Implemented Virtual Agent for self-service IT requests, reducing Level 1 ticket volume by 35%.

Designed and deployed an HR Case Management solution, improving HR response times by 45%.

Integrated Workday with ServiceNow to automate employee onboarding/offboarding.

Developed HRSD dashboards for HR teams to track key metrics like employee requests and case resolution times.

Implemented document management automation for HR policies, reducing compliance review times.

Designed reports and dashboards for tracking essential performance metrics (KPIs), measuring service levels, and facilitating informed decision-making based on data.

Environments: ITSM, ITOM, ITAM, SecOps, HRSD, CSM, GRC, Discovery, SAM Pro, HAM Pro, Performance Analytics, Virtual Agent, JavaScript, Glide Script,AngularJS,React HTML,CSS Bootstrap, AJAX, REST APIs, SOAP APIs OAuth 2.0, PowerShell, Python,MySQL, PostgreSQL, JSON, XML,Event Management,Web Services,ITIL Framework

Sr. ServiceNow Developer/Admin,

KPMG, Bangalore, India Oct 2016-Aug 2020

Responsibilities:

Integrated CSM with Salesforce for seamless customer case tracking, reducing case resolution time by 20%.

Implemented Omni-Channel support, enabling customers to connect via email, chat, and phone in a single platform.

Developed a chatbot using Virtual Agent, reducing Level 1 support workload by 35%.

Created SLA-driven workflows that auto-escalate unresolved cases to higher-tier support teams.

Implemented Problem Management with automated Root Cause Analysis (RCA) tracking, reducing recurring incidents by 30%.

Developed proactive Change Risk Assessment mechanisms, reducing failed changes by 35%.

Integrated Change Management with CI/CD pipelines, automating pre-deployment approvals and rollback mechanisms.

Developed an HR Case Management portal, improving HR issue resolution time by 45%.

Integrated Workday and ServiceNow for Employee Onboarding, automating account creation, access provisioning, and IT setup.

Designed Employee Self-Service Knowledge Articles, reducing HR case volume by 30%.

Configured a custom HR dashboard for executives, providing insights into workforce trends and case resolution times.

Configured risk assessment workflows to automatically generate control tests and remediation plans.

Integrated ServiceNow GRC with external compliance tools, ensuring adherence to ISO 27001, NIST, HIPAA, and SOX.

Developed an automated policy approval workflow, reducing policy update cycles by 50%.

Designed a real-time compliance monitoring dashboard that tracks regulatory gaps and audit readiness.

Designed and implemented SLA-based escalation workflows, reducing SLA breaches by 25%.

Created interactive Performance Analytics dashboards, providing real-time insights into ITSM KPIs for leadership.

Automated SLA notifications and reminders, ensuring timely resolution of critical tickets.

Developed and maintained an inventory management system for tracking hardware assets across various locations. Utilized barcoding and RFID technologies to streamline asset tracking and inventory audits.

Integrated LDAP services with ServiceNow to enable user authentication and access management using LDAP credentials.

Environments: CSM, HRSD, GRC, SecOps, SAM, Event Management & Monitoring, HAM, LDAP, CI/CD Pipelines, AWS, Azure, Asset Management, CMDB, and Risk Management

ServiceNow Developer/Admin,

Apex Co vantage, HYD, India June 2014-Sep 2016

Responsibilities:

Managed user roles and permissions, ensuring data security and compliance with organizational policies. Implemented security policies and access controls to protect sensitive information.

Optimized instance performance by identifying slow queries and refactoring inefficient scripts.

Developed automated regression test scripts to validate functionality after upgrades.

Implemented robust Access Control Rules (ACLs) to prevent unauthorized data access.

Created and maintained service catalog items, including designing catalog forms, workflows, and approval processes to meet business requirements.

Created real-time dashboards in Performance Analytics to track ITSM, ITOM, and GRC metrics.

Developed KPI-based reports for leadership, providing insights into SLA adherence, incident trends, and risk posture.

Configured scheduled reports for compliance tracking, ensuring stakeholders receive critical updates automatically.

Developed REST and SOAP integrations with third-party tools like SAP, Workday, Jira, Okta, and SCCM.

Automated user provisioning with Active Directory and Okta, reducing manual account creation by 70%.

Created GlideAjax-based Client Scripts to enable real-time field updates without page refresh.

Developed reusable Script Includes for API calls, improving code efficiency and maintainability.

Troubleshot and optimized complex Business Rules, ACLs, and Client Scripts to enhance instance performance.

Ensured ITSM processes are tightly integrated with CMDB, improving asset tracking and incident correlation.

Developed automated CI discovery and mapping, improving accuracy of IT service impact analysis.

Created real-time dashboards to track IT asset lifecycle and usage, reducing hardware procurement costs by 20%.

Environments: CMDB, Business Rules, Discovery and Mapping, REST and SOAP integrations, ACL, KPI, GRC, ITOM, ITSM, User roles, SLA, Automation

EDUCATION:

Bachelor’s -- Computer Science, Jawaharlal Nehru Technological University Anantapur (JNTUA).

Master’s – Computer Science, University of Missouri-Kansas City (UMKC).

Certifications:

Certified in system administration (CSA)

Certified in application developer (CAD)

Certified Implementation Specialist – IT Service Management (ITSM-CIS)

Certified ITIL V4 Foundation.

Contact this candidate