Service Delivery Case Management

Harish

Phone: 972-***-**** Email: ************@*****.***

ServiceNow Developer / Administrator

SUMMARY PROFESSIONAL:

ServiceNow Expertise: Over 9 years of experience in ServiceNow development, administration, and integration, specializing in ITSM, ITBM, ITOM, ITAM, CMDB, and CSM.

Integrations & APIs: Extensive experience integrating ServiceNow with third-party systems using REST, SOAP, JDBC, LDAP, Workday, Active Directory, Qualys, Netcool Omnibus, and Okta SSO/MFA.

ITSM & ITIL Implementation: Deep understanding and implementation of Incident, Change, Problem, Knowledge Management, Request Catalog, and Workflows to enhance IT service delivery.

ServiceNow Development: Expertise in customizing applications using JavaScript, Jelly, AJAX, HTML, and DHTML, ensuring seamless user experiences.

Flow Designers & Workflows: Proficient in building Flow Designers, Business Rules, Script Includes, UI Actions, UI Policies, Client Scripts, Notifications, and Approval Processes.

CMDB & Asset Management: Designed and implemented CMDB using CSDM standards, ensuring accurate asset and configuration data for improved service management.

ITOM & Discovery: Hands-on experience in ServiceNow Discovery, Orchestration, Service Mapping, and Event Management to automate IT operations.

Scoped Applications & Integration Hub: Developed standalone scoped applications and leveraged Integration Hub for automating business processes.

Automated Testing Framework (ATF): Implemented ATFs to validate system upgrades, ensuring seamless instance performance and reducing manual testing efforts.

HRSD & Case Management: Worked on HR Service Delivery (HRSD), Employee Onboarding, and Case Management, improving HR workflows and automation.

Security & GRC: Expertise in Governance, Risk, and Compliance (GRC), along with Security Operations (SecOps) to enhance security and risk management.

Service Portal Development: Designed custom Service Portals using widgets, scripting, and UI customization for enhanced end-user experience.

Data Analytics & Reporting: Built custom Power BI dashboards and ServiceNow Performance Analytics reports to monitor KPIs and ITSM efficiency.

ServiceNow Upgrades & Maintenance: Experience in performing instance upgrades (Dublin to Tokyo), system clones, performance tuning, and troubleshooting logs.

Middleware & Event Management: Integrated ServiceNow with middleware tools and leveraged Event Management for proactive incident resolution.

Agile & PPM/APM Implementation: Led ServiceNow ITBM, Portfolio & Application Portfolio Management (PPM/APM) implementations to align IT projects with business goals.

AI & Machine Learning in ServiceNow: Implemented AI-driven analytics in APM for predictive insights, optimizing application performance trends.

Storage & Network Optimization: Hands-on expertise in SAN/NAS storage, OSI network model, and performance tuning for network infrastructure.

ServiceNow Architecture & Best Practices: Provided architectural oversight, impact analysis, and technical recommendations for scalable ServiceNow solutions.

Leadership & Mentorship: Led cross-functional teams, collaborated with business stakeholders, and mentored junior developers in advanced scripting techniques and best practices.

TECHNICAL SKILLS:

CATEGORY

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

Html 5, CSS, Asp.Net, Web Services, Mvc, Rest Web Api

Protocols

TCP/Ip, Http, Ftp, Smtp, Pop3

Languages

Html, Xml, C, SQL, Html4-5, Xml, JavaScript, Java, PHP, Json, Ajax, AngularJS, NodeJS

PROFESSIONAL EXPERIENCE:

ServiceNow Developer / Administrator

Us bank,New York.

September 2023– Present

Designed and implemented custom ServiceNow applications for banking workflows, risk management, fraud detection, and compliance tracking, enhancing process automation and reducing financial risks. Developed integrations with internal banking systems and external services using REST/SOAP APIs to improve data accuracy and availability.

Led the development and administration of ServiceNow for a US bank, enhancing operational efficiency by 30%. Managed the end-to-end implementation of ServiceNow ITSM and ITOM suites for a large banking client, improving incident response time by 50%.

Customized UI appearance for Problem and Change Management applications, making them intuitive and easy to use. Set up Change Management with an Advanced Risk Assessment Calculator at a script include level.

Automated lifecycle management of AWS resources using ServiceNow, improving resource utilization and reducing unnecessary spending on idle or underutilized resources. Implemented TBO principles to optimize IT service costs, reducing IT expenditures by 25%.

Utilized advanced configuration techniques in ServiceNow CMDB to model complex IT environments, facilitating accurate impact analysis and root cause identification during service disruptions. Assessed and optimized CMDB performance to handle increased data volume, ensuring scalability.

Conducted security compliance audits using CMDB data to ensure IT assets adhered to the latest security policies and guidelines. Implemented advanced security features in ServiceNow applications to enhance data protection and user authentication protocols.

Developed a comprehensive compliance tracking system within ServiceNow, automating monitoring and reporting of regulatory compliance, reducing manual efforts, and improving accuracy. Customized ServiceNow to comply with regulatory requirements in the finance sector.

Implemented ServiceNow Service Performance Management (SPM), improving service delivery times by 40% and customer satisfaction. Designed and implemented Service Portal to improve the end-user experience, increasing self-service resolution rates by 25%.

Led customization projects to extend ServiceNow CMDB and Service Mapping functionalities, developing custom classes, attributes, and enhancing data visualization capabilities. Managed relationships with third-party vendors, ensuring accurate representation in CMDB and Service Maps.

Developed and implemented a ServiceNow-based asset management system, leading to a 20% improvement in asset utilization and a 15% reduction in procurement costs. Orchestrated a cross-departmental team to create a Service Catalog, reducing ticket resolution times by 25%.

Managed system upgrades, ensuring seamless transitions and minimal disruption to banking operations. Led integrations of ServiceNow with legacy banking systems, improving data consistency and accessibility.

Implemented ITIL4 transformation, ensuring seamless integration with existing IT frameworks. Developed customized training modules, governance mechanisms, and stakeholder engagement strategies for ITIL4 adoption, improving IT service management efficiency.

Developed numerous PL/SQL scripts for business logic implementation, data manipulation, and batch processing, enhancing database performance and reliability. Utilized SQL and PL/SQL to optimize database queries and procedures, improving processing efficiency by 20%.

Implemented PPM, CSM, Incident Management, Request Management, Service Catalog, Custom Applications, Service Portal, Project Portfolio Management, and Knowledge Management in ServiceNow, enhancing service delivery models and reducing outages by 50%.

Integrated CRM ticketing systems with ServiceNow and other business applications, improving data consistency and operational visibility. Leveraged CRM systems to streamline customer service operations, achieving a 30% improvement in customer resolution rates.

Led the integration of ServiceNow with a third-party loan origination system, reducing loan processing times by 30%. Automated compliance reporting within ServiceNow, improving report accuracy and reducing manual labor by 40%.

ServiceNow Administrator

UC Davis, CA

November 2021 – August 2023

Implemented and customized IT Asset Management (ITAM) solutions, including Software Asset Management (SAM) and Hardware Asset Management (HAM), automating software and hardware lifecycle management, ensuring compliance, optimizing license usage, and improving asset tracking.

Configured and optimized IT Operations Management (ITOM) modules, including Discovery, Service Mapping, and Event Management, enabling real-time IT infrastructure visibility, automating alert handling, and improving incident response efficiency.

Automated Governance, Risk, and Compliance (GRC) workflows to enhance risk assessment, policy enforcement, and audit readiness, ensuring continuous monitoring and compliance across multiple departments and business units.

Configured the Configuration Management Database (CMDB) to accurately represent services, dependencies, and relationships across hybrid IT environments, improving service dependency management, impact analysis, and reducing data inconsistencies. Led the implementation of HR Service Delivery (HRSD) to automate onboarding processes, reducing onboarding time by 25% and improving employee experience.

Implemented AI-driven Operations (AIOps) for intelligent event correlation and incident prediction, enabling proactive problem management, reducing downtime, and enhancing root cause analysis for critical IT issues.

Developed and deployed Performance Analytics dashboards for IT operations, providing real-time insights into key performance indicators (KPIs), service-level agreements (SLAs), and operational efficiency, enabling data-driven decision-making.

Improved disaster recovery and business continuity planning (BCM) by implementing ServiceNow solutions to automate recovery procedures, ensuring resilience, minimizing disruptions, and enabling rapid incident response.

Designed and implemented ServiceNow App Engine solutions to automate complex business processes, reducing manual intervention, improving system efficiency, and enhancing overall user experience.

Integrated third-party monitoring tools such as Splunk and SolarWinds with ITOM for enhanced event correlation, visibility, and monitoring, ensuring seamless operational continuity and proactive issue resolution. Developed automated reporting solutions to improve service delivery quality, track SLA compliance, and enhance reporting accuracy.

Collaborated with security teams to integrate Security Operations (SecOps), automating threat intelligence, incident response, and vulnerability management, significantly improving the organization's security posture and reducing the risk of security incidents.

Led platform performance tuning by identifying and resolving system bottlenecks, optimizing instance stability, reducing API latency, and ensuring smooth upgrade cycles. Mentored junior developers, sharing best practices for ServiceNow development, Glide API scripting, and workflow automation.

Enhanced user experience and branding by implementing advanced CSS techniques, including SASS/SCSS, improving ServiceNow portal responsiveness, accessibility, and aligning with corporate branding guidelines for better UI/UX consistency.

Worked in an Agile Scrum environment, implementing iterative enhancements to ServiceNow ITOM and CMDB, refining CI data integration, improving health metrics, and ensuring continuous improvements based on sprint feedback and business requirements.

Led sprint-based reviews to identify and resolve CMDB discrepancies, collaborated with cross-functional teams to improve configuration item (CI) relationships, automated data reconciliation, and resolved import errors within sprint deadlines.

Developed and maintained ServiceNow automation scripts using JavaScript, Glide APIs, and Flow Designer to streamline workflow automation, approval processes, and integrations with external systems, reducing manual workloads and improving efficiency.

Integrated DevOps and CI/CD practices into ServiceNow development by utilizing Git, Jenkins, and Terraform for version control, deployment automation, and infrastructure as code (IaC), ensuring stability, faster deployments, and reducing technical debt.

ServiceNow Developer / Administrator

Walmart,Beaumont, Texas

April 2019 – October 2021

Job Responsibilities:

Successfully implemented and managed Centralized Demand Management, an automated system that efficiently handled strategic requests from the business to the IT department.

Implemented ServiceNow's Incident Management module, resulting in a 20% reduction in average incident resolution time within the first six months of deployment. This improvement led to a significant increase in end-user satisfaction and a more efficient IT service desk operation.

Implemented ServiceNow PPM, resulting in a 15% improvement in project delivery times.

Implemented ServiceNow ITBM financial management, reducing budget variances by 20% through accurate forecasting.

Led the development and enhancement of ServiceNow ITSM solutions, actively utilizing Python programming for all phases of software configuration, development, and implementation lifecycle.

Maintained a 98% system uptime and achieved a 15% reduction in response time to system alerts through continuous monitoring and technical enhancements in ServiceNow ITSM.

Administered and maintained ITOM processes related to the Configuration Management Database (CMDB), ensuring that the asset inventory and dependency tracking remained accurate and reliable.

Led the technical configuration, design, and development of ServiceNow ITSM, resulting in a successful rollout with a 30% reduction in post-implementation issues.

Implemented continuous improvement initiatives with automation, resulting in a 25% increase in user satisfaction with ServiceNow ITSM solutions, as measured through user feedback surveys.

Led the integration of operational context, encompassing incidents, change requests, and configuration changes, for expedited issue resolution that ensures a comprehensive view of critical data, enabling faster and more effective problem-solving and incident management.

Established integration between Splunk and ServiceNow, allowing for the automatic creation of Priority tasks in ServiceNow. These tasks were equipped with tailored SLAs to guarantee prompt and effective resolution by the designated team.

Developed custom JIRA plugins to extend functionality and meet specific project requirements, improving project tracking and reporting capabilities.

Implemented scripting for various ServiceNow components, such as Business Rules, Client Scripts, UI Policies, and UI Actions.

Streamlined log data ingestion from diverse sources, including Azure Monitor, Amazon S3, Amazon CloudWatch, Kafka, and REST API for comprehensive analysis.

Contributed to the successful implementation of GRC Modules, focusing on Audit Management, Risk Policy, and Compliance.

ServiceNow Developer

Pragma Edge Inc, Hyderabad, India

July 2015 – December 2017

Job Responsibilities:

Designed and implemented custom workflows to enhance IT Service Management (ITSM), IT Operations Management (ITOM), and Governance, Risk, and Compliance (GRC), leading to improved service delivery and risk management.

Leveraged AIOps and ITOM to automate incident management workflows, proactively identifying and resolving issues, reducing downtime by 25%.

Configured and optimized IT Asset Management (ITAM), Software Asset Management (SAM), and Hardware Asset Management (HAM) workflows to streamline asset lifecycle tracking and ensure compliance.

Enhanced Configuration Management Database (CMDB) to improve service tracking and configuration management, aligning with Common Service Data Model (CSDM) standards for better visibility and accuracy.

Integrated HR Service Delivery (HRSD) workflows to automate onboarding and offboarding processes, improving employee service management and reducing manual HR efforts by 20%.

Implemented IT Business Management (ITBM) for demand and project portfolio management (PPM), improving resource allocation and project tracking while enabling better decision-making.

Developed Performance Analytics dashboards to track service performance, SLA compliance, and operational KPIs, providing actionable insights for business operations.

Implemented Security Operations (SecOps) to automate security incident response workflows, integrating with Security Incident Response (SIR) and Vulnerability Response (VR) for enhanced threat detection and mitigation.

Utilized Generative AI and Machine Learning models to enhance predictive intelligence within ITOM, ITSM, and GRC, optimizing workflow automation and decision-making processes.

Developed and deployed applications using ServiceNow App Engine to automate business operations, integrate external systems, and improve overall user experience.

Served as a subject matter expert (SME) for ITSM and ITOM capabilities, ensuring alignment with ServiceNow best practices while minimizing unnecessary customizations.

Collaborated with product owners, process owners, and business leaders to design and implement Service Management solutions that enhance operational efficiency and business continuity.

Led ServiceNow instance upgrades, cloning, and performance optimization, ensuring compliance with best practices and platform stability.

Conducted automated testing of ServiceNow applications using Automated Test Framework (ATF), ensuring quality, functionality, and seamless performance across multiple environments.

EDUCATION:

Master in Computer Science, Wright State University, United States

Bachelor of Technology in Computer Science, Jawaharlal Nehru Technological University (JNTUH)

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