Servicenow Developer Quality Assurance
Resume:
Lohitha K
Phone: +1-424-***-**** Email: ***********@*****.***
ServiceNow Developer / Administrator
SUMMARY :
Senior ServiceNow Developer/Administrator with 9+ years of comprehensive experience in designing, developing, implementing, and maintaining ServiceNow solutions.
Expert in ServiceNow modules including ITSM, ITOM, ITBM, ITAM (SAM & HAM), CMDB, HRSD, GRC, SecOps, CSM, and App Engine.
Extensive knowledge of ServiceNow scripting using JavaScript, GlideScript, Jelly, Python, AJAX, HTML5, CSS3, AngularJS, jQuery, and DHTML.
Skilled in designing dynamic Service Portals with custom widgets, pages, and advanced UI/UX using UI Builder, CSS, HTML, and responsive frameworks.
Proficient in integrating ServiceNow with third-party systems using REST/SOAP APIs, JDBC, LDAP, Workday, Active Directory, Qualys, Netcool Omnibus, Splunk, SCCM, AWS, Azure, MuleSoft, Dell Boomi, and Okta SSO/MFA.
Expertise in Flow Designer, Business Rules, Script Includes, UI Actions, UI Policies, Client Scripts, Notifications, Approval Processes, Scheduled Jobs, and Data Lookup Definitions.
Deep understanding of CMDB configuration and management aligned with CSDM standards, ensuring accurate asset and configuration data with automated reconciliation and discovery patterns.
Hands-on experience with ITOM components: Discovery, Service Mapping, Event Management, Orchestration, and MID Server configuration for hybrid cloud environments.
Advanced knowledge in Automated Testing Framework (ATF) to ensure quality assurance during ServiceNow upgrades, reducing manual testing by up to 70%.
Proficient in designing and implementing scoped applications, leveraging ServiceNow App Engine Studio for building reusable business applications.
Experienced in Performance Analytics, building actionable dashboards and KPI monitoring reports using Power BI, Tableau, and ServiceNow Performance Analytics.
Implemented AI and Machine Learning solutions for predictive intelligence in ServiceNow APM, improving operational resilience and decision-making.
Proficient in integrating ServiceNow with cloud services like AWS (EC2, S3, Lambda), Azure, GCP, and Kubernetes for cloud-native applications.
Expertise in middleware integration and data synchronization using Integration Hub, ETL processes, FTP events, and scheduled imports.
Designed and implemented robust Governance, Risk, and Compliance (GRC) solutions, automating compliance checks, risk assessments, and vulnerability responses.
Managed ITBM solutions including Project Portfolio Management (PPM) and Application Portfolio Management (APM) to ensure IT project alignment with business strategies.
Deep experience with HRSD, automating HR processes such as onboarding, offboarding, case management, and employee lifecycle management.
Strong understanding of security and access control within ServiceNow using RBAC, ACL configurations, encryption techniques, and Security Incident Response workflows.
Experience in agile project management methodologies including Scrum, SAFe, and Kanban for delivering scalable ServiceNow solutions.
Integrated ServiceNow with third-party applications such as AWS, Azure, GCP, Workday, and Salesforce using REST/SOAP APIs, ensuring seamless data flow and secure authentication.
Expertise in storage and network optimization, including SAN/NAS technologies and applying OSI network model principles for performance tuning.
Proficient in web technologies such as JSON, XML, REST Web API, SOAP Web Services, ASP.NET, MVC, Backbone.JS, Node.JS for advanced ServiceNow development and integrations.
Skilled in data modeling, SQL, T-SQL, Oracle, MongoDB, and database optimization for efficient ServiceNow data management.
Expertise in creating and maintaining automated DevOps pipelines using Jenkins, GitHub, Docker, Kubernetes, and Jira for continuous integration and deployment.
Experienced in creating predictive analytics, anomaly detection algorithms, and proactive incident management solutions using ServiceNow’s AI Ops capabilities.
Strong leadership and mentoring abilities, collaborating with business stakeholders, leading cross-functional teams, and training junior developers in best practices for ServiceNow development.
TECHNICAL SKILLS:
ServiceNow Modules: ITSM, ITOM, ITAM (SAM Pro), ITBM, GRC, IRM, BCM, SAM, HAM, APM, HRSD, CMDB, AIOps, GEN AI, App Engine
Development & Scripting: JavaScript, GlideScript, REST/SOAP APIs, PowerShell, Python, Flow Designer, ATF, UI Policies, Business Rules, Client & UI Scripts, Glide Scripting, AngularJS
Client-Side Scripting: GlideAjax, jQuery for UI Interactivity, Debugging Client Scripts
ServiceNow Architecture: ServiceNow On-Prem & Cloud Architecture – Configuration, Support, and Optimization
Cloud & Integration Technologies: AWS, Azure, GCP, ITOM Discovery, Event Management, Integration Hub, MID Server, Service Mapping, REST/SOAP APIs, Orchestration
Database: MS Access, Oracle 9i, SQL Server 2000/2005/2012, MongoDB, SQL, Oracle
Data Modeling: Astah, Visio 2003
Programming Languages: SQL, T-SQL, XML, Python, Shell Scripting, JavaScript, GlideScript, jQuery
Operating Systems: Windows, Unix, Linux
Web Technologies: HTML5, CSS, ASP.NET, Web Services, MVC, REST Web API
Protocols: TCP/IP, HTTP, FTP, SMTP, POP3
Languages: HTML, XML, C, SQL, HTML4-5, JavaScript, Java, PHP, JSON, AJAX, AngularJS, NodeJS
WORK EXPERIENCE:
ServiceNow Developer
Tencent,California
Sep 2023 – Present
Designed, developed, and implemented comprehensive ServiceNow solutions, supporting ITSM, ITOM, ITBM, HRSD, and CMDB modules for enterprise-wide operations.
Designed, implemented, and customized Remedy ITSM modules, including Incident Management, Problem Management, Change Management, Asset Management, and CMDB, to streamline IT service processes.
Implemented SAM Pro reclamation workflows in ServiceNow to identify and reclaim unused or underutilized software licenses across Tencent’s global infrastructure, resulting in optimized license utilization and a 25% cost saving on software renewals.
Integrated Application Discovery and Dependency Mapping (ADDM) solutions with ServiceNow ITOM for automated discovery of application dependencies, improving incident resolution times by 30% and enhancing infrastructure transparency.
Implemented Infrastructure as Code (IaC) for ServiceNow deployments using Terraform and CloudFormation, ensuring consistency across environments.
Configured workflows, escalations, notifications, and service level agreements (SLAs) within BMC Remedy ITSM to enhance IT operations efficiency.
Led Remedy ITSM upgrades and patches, ensuring minimal downtime and improved system performance.
Developed custom applications and automated workflows using JavaScript, GlideScript, Flow Designer, and Orchestration, resulting in a 40% reduction in manual processes.
Led the configuration and optimization of ServiceNow’s on-prem and cloud architecture, ensuring high availability and scalability for Tencent’s global infrastructure.
Managed end-to-end ITOM Discovery and Service Mapping processes, improving infrastructure visibility and reducing incident response time by 30%.
Implemented Automated Test Framework (ATF) for continuous testing and validation of ServiceNow upgrades, ensuring zero downtime during deployment cycles.
Developed interactive dashboards and performance analytics reports using Power BI and Tableau, providing real-time insights into ITSM efficiency and KPIs.
Collaborated with cross-functional teams to implement robust Governance, Risk, and Compliance (GRC) and Security Operations (SecOps) solutions, enhancing Tencent’s risk management posture.
Developed and maintained integrations between ServiceNow and SAP using REST/SOAP APIs and MID Servers, ensuring seamless data exchange.
Implemented CI/CD pipelines using Jenkins, GitHub, and Docker, streamlining ServiceNow application deployments and reducing deployment time by 40%.
Automated business processes by integrating SAP ERP with ServiceNow ITSM, improving data consistency and reducing manual intervention.
Designed custom Service Portals with enhanced UI/UX features using AngularJS, HTML5, CSS3, and Bootstrap, improving user satisfaction scores by 25%.
Implemented AI-powered solutions leveraging AIOps and GEN AI to automate incident predictions and resolutions, improving operational efficiency by 35%.
Developed and maintained CMDB aligned with CSDM standards, achieving 95% data accuracy and supporting efficient service management.
Designed and implemented UI Actions in ServiceNow to enhance user interactions and streamline workflows, improving efficiency by 30%.
Developed custom UI Actions with GlideAjax and GlideForm to enable dynamic client-server interactions, improving user experience.
Created conditional UI Policies to dynamically control form fields' visibility, read-only status, and mandatory attributes based on user roles and business rules.
Optimized UI Policies to reduce redundant scripts, improving page load times and form performance.
Mentored junior developers and conducted regular training sessions on ServiceNow scripting, integrations, and best practices, improving team productivity by 20%.
Built and structured a dedicated team for software asset management, ensuring efficient compliance tracking and cost optimization.
Utilized Jenkins, GitHub, and Docker for CI/CD pipelines, enabling faster and more reliable ServiceNow application deployments.
Implemented proactive monitoring using ITOM Event Management, integrating it with Splunk and Netcool Omnibus for real-time incident detection and resolution.
Environment: ServiceNow (ITSM, ITOM, ITBM, HRSD, GRC, SecOps, AIOps), REST/SOAP APIs, Remedy, JavaScript, Python, GlideScript, AngularJS, Power BI, Tableau, Jenkins, GitHub, Docker, CI/CD, SQL, MongoDB, JSON, XML, HTML5, CSS3, Bootstrap.
Work Experience
ServiceNow Developer
Advanced Composites, Tennessee
Nov 2021 – Aug 2023
Led the deployment of ITAM (SAM Pro and HAM) modules, achieving a 25% improvement in asset lifecycle management and compliance reporting.
Spearheaded the integration of ServiceNow with IoT platforms to enhance real-time monitoring and predictive maintenance for manufacturing systems.
Collaborated with cross-functional customer teams to implement SAM tools, aligning software asset management strategies with organizational goals, resulting in a 30% reduction in software licensing costs and improved compliance across departments.
Designed and implemented HRSD workflows tailored to manufacturing onboarding processes, reducing onboarding time by 30%.
Developed deep expertise in SAMPro modules and associated tables, designing tailored queries and data mapping strategies to enhance reporting accuracy and streamline software asset lifecycle management.
Developed robust governance workflows within GRC and IRM modules, aligning IT policies with industry standards and reducing audit findings by 40%.
Conducted complex ServiceNow customizations for business-critical modules using JavaScript, AngularJS, and GlideScript, improving operational workflows.
Configured workflows, escalations, notifications, and service level agreements (SLAs) within BMC Remedy ITSM to enhance IT operations efficiency.
Integrated ServiceNow with proprietary ERP systems using REST APIs, streamlining production planning and inventory management processes.
Automated supply chain management processes using Orchestration and Flow Designer, resulting in a 35% reduction in manual errors.
Implemented multi-cloud support by integrating AWS, Azure, and GCP with ITOM Discovery and Service Mapping, improving infrastructure scalability.
Automated build and deployment processes, integrating Jenkins with ServiceNow Update Sets to enable faster development cycles.
Developed custom Performance Analytics dashboards to track manufacturing KPIs, enabling data-driven decision-making for leadership.
Wrote optimized GlideScript functions to extend ServiceNow capabilities, improving performance and data retrieval efficiency by 30%.
Developed UI Actions to enable custom buttons and links, automating repetitive ServiceNow tasks for end-users.
Leveraged UI Policies to enforce data integrity and compliance within ServiceNow forms, preventing invalid submissions.
Enhanced user experience by implementing UI Policy conditions that dynamically update form fields based on real-time inputs.
Executed comprehensive data migration projects from legacy systems to ServiceNow CMDB, ensuring CSDM compliance with 98% data accuracy.
Deployed Virtual Agent capabilities for internal IT support, decreasing incident resolution time by 20%.
Conducted extensive testing using Automated Test Framework (ATF) for all ServiceNow upgrades, ensuring robust platform performance.
Configured CI/CD pipelines to perform automated code quality checks and unit testing with ATF, improving code reliability.
Integrated Jenkins with ServiceNow REST APIs to trigger automated workflows for deployments and testing.
Led stakeholder engagement workshops to translate business requirements into technical specifications, ensuring delivery of tailored ServiceNow solutions.
Designed intuitive Service Portals using HTML5, CSS3, and Bootstrap, improving user adoption rates by 25%.
Implemented Event Management integrated with Splunk and Netcool Omnibus to achieve proactive incident detection and resolution.
Collaborated with cybersecurity teams to enhance SecOps modules, reducing vulnerability remediation timelines by 35%.
Environment: ServiceNow (ITSM, ITOM, ITAM, HRSD, GRC, IRM, CMDB, SecOps, App Engine), REST/SOAP APIs, AWS, Azure, GCP, JavaScript, Python, GlideScript, AngularJS, Power BI, Jenkins, GitHub, Docker, SQL, MongoDB, HTML5, CSS3, Bootstrap.
ServiceNow Administrator
Chase,Texas
Apr 2019 - Oct 2021
Administered and maintained ServiceNow platform health, performing routine instance upgrades, patches, and performance optimizations.
Managed user accounts, groups, roles, and access controls (ACLs), ensuring secure and compliant access management.
Configured and maintained core ITSM modules, including Incident, Problem, Change, and Knowledge Management, enhancing operational workflows.
Supported CMDB maintenance and data accuracy initiatives, aligning configuration data with CSDM standards.
Monitored ServiceNow integrations with third-party applications, resolving integration issues promptly using REST/SOAP APIs and MID Server configurations.
Automated routine administrative tasks using Flow Designer and Orchestration, improving process efficiency by 30%.
Created Business Rules, Script Includes, and UI Actions using GlideScript, enhancing workflow automation and reducing manual interventions.
Utilized MS Access for software asset tracking and compliance reporting, ensuring accurate license reconciliation.
Configured Jenkins pipelines for automated testing (ATF) and validation, ensuring seamless upgrades and minimal downtime.
Managed instance cloning activities, performing data integrity checks and environment validation post-clone.
Developed and deployed catalog items, workflows, and service requests to improve self-service capabilities and reduce manual workload.
Assisted with ServiceNow platform upgrades, conducting pre- and post-upgrade testing to ensure minimal business impact.
Configured email notifications, inbound actions, and escalation rules, enhancing communication and response times for critical issues.
Supported compliance audits by generating reports and maintaining records for security and risk management purposes.
Environment: ServiceNow (ITSM, CMDB, Service Catalog, Reporting), REST/SOAP APIs, MID Server, AWS, Azure, JavaScript, PowerShell, GlideScript, HTML5, CSS3, SQL, Jenkins, GitHub, Tableau.
ServiceNow Administrator
PragmaEdge,Hyderabad
Jun 2014 – Nov 2017
Managed daily administration of the ServiceNow platform, ensuring optimal performance, availability, and usability for enterprise users.
Integrated IBM BigFix with ServiceNow for comprehensive endpoint management, enabling real-time vulnerability patching, improving endpoint compliance by 20%, and streamlining configuration management through automated workflows.
Developed custom ServiceNow solutions using GlideScript, JavaScript, and Flow Designer to automate business processes.
Configured and customized core ITSM modules, including Incident, Change, Problem, and Knowledge Management, streamlining IT support operations.
Developed and maintained service catalog items and custom workflows, enhancing self-service capabilities and reducing ticket resolution times by 30%.
Performed integrations with third-party tools such as LDAP, Active Directory, and SCCM using REST/SOAP APIs, ensuring seamless data synchronization.
Conducted CMDB maintenance and reconciliation processes, achieving 95% data accuracy and supporting IT infrastructure visibility.
Integrated Jenkins with cloud environments, deploying scalable infrastructure for ServiceNow applications.
Managed MS Access databases for IT asset records, streamlining data consolidation across multiple teams.
Created comprehensive dashboards and reports using Performance Analytics to provide actionable insights into service management KPIs.
Collaborated with cross-functional teams to gather requirements, implement enhancements, and provide user training to maximize platform adoption.
Environment: ServiceNow (ITSM, CMDB, Service Catalog, Performance Analytics), REST/SOAP APIs, LDAP, Active Directory, SCCM, JavaScript, GlideScript, PowerShell, HTML5, CSS3, SQL, Jenkins, GitHub.
EDUCATION:
Bachelor of Technology in Electronics and Communication Engineering, Reva University
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