Application Developer Configuration Management

Chinnapareddy

Sr. ServiceNow Developer/Administrator

Email ID: ****************@*****.***

Phone: +1-972-***-****

Professional Summary

Certified ServiceNow Application Developer and Administrator with 9+Years of extensive IT experience including requirement gathering, design, development, and implementation based on customer needs with managing several applications on the ServiceNow platform.

Professional Experience

Good experience in developing Integrations, flow designers, Workflows and in customizing the applications in ServiceNow using JavaScript, AJAX, Jelly Scripting, HTML and DHTML.

Expertise in ITSM, ITBM, CMDB, ITOM, ITAM, ATF’s, Integration HUB, and PPM/APM and HR.

Extensive experience on technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, HR Module, Test Management (2.0), Release, Agile module, Service Catalog, Knowledge Management, Configuration Management, Asset Management hardware and software.

Expertise in Design and worked on ITSM (incident, change, problem, Knowledge) in ServiceNow.

Conducted comprehensive audits and assessments of software assets, identifying optimization opportunities and ensuring alignment with licensing agreements.

Expertise in Design and development of CMDB (Configuration Management), Asset Management (ITAM) Discovery (Patterns) in ServiceNow. Developed Java servlets to extend ServiceNow's capabilities, including custom user interface components and data processing tools, leading to improved user experiences and operational efficiencies.

Implemented Java-based security features within ServiceNow applications, ensuring robust data encryption and secure authentication mechanisms.

Extensive experience on building stand-alone scoped Applications in ServiceNow. Knowledge on various Application implementation methods including Application Repository and Team Development.

Designed and implemented advanced PowerBI reports and dashboards to drive insights and decision-making for cross-functional teams, improving operational efficiency by 30%.

Extensive experience in building Business Rules, Script Includes, UI Actions, UI Policies, UI Scripts, Client Scripts, Catalog Client Scripts, Integration HUB, flow designers, Scheduled Jobs, FTP Events, Email Notifications, Fix Scripts, Validation Scripts, Severity Calculator, Assignment Rules, Data Lookup Definitions.

Knowledge and ability to communicate business and technical concepts of ITSM.

Expertise in end-to-end Testing, Analysis, Development, and Implementing ServiceNow Platform Upgrades starting Dublin to TOKYO and other patch Upgrades.

Designed and implemented a comprehensive Configuration Management Database (CMDB) using ServiceNow's Common Service Data Model (CSDM), ensuring accurate representation and management of IT infrastructure and services.

Led the migration of legacy CMDB data into ServiceNow, aligning with CSDM standards to improve data quality, reduce redundancy, and facilitate efficient service management processes.

Conducted regular CMDB audits and reconciliation processes to maintain high data integrity, supporting effective IT asset and configuration management practices.

Well versed hands-on experience on various modules of ServiceNow and implemented Incident, Problem, Change, Knowledge V3, Incident Alert Management, On-Call Scheduling, Service Request Catalog and Workflows, Content Management System (CMS), Security Incident, Service Portal.

Working experience in building Custom Reports and Gauges, Web Service Integration with Netcool Omnibus, LDAP, IBM Tivoli Identity Manager (ITIM), Aveksa, Workday, Qualys, IPAM.

Experience in all modules of ITOM. (Discovery, Orchestration, Service Mapping, Event Management)

Working experience of various phases of SDLC such as Requirements, Design, Build, UAT and Delivery.

Experience in working closely with business and clients to understand the roadmap/fast track and define plans for customers to meet their IT goals.

Acted as a liaison between technical and non-technical stakeholders, translating complex data concepts into actionable insights and strategic recommendations.

Worked on All types of integrations with Integration HUB, Rest API, Soap, Data sources.

Extensive experience of integrating ServiceNow with Data source using JDBC connections, 3rd party tools with SOAP and REST services.

Performed System Clones - maintaining multiple environments and upgrading instances to newer versions.Experienced in investigating the performance issues, performing troubleshooting, and checking the logs.

Worked on GRC (Governance, Risk and Compliance) application, Experience on Security Operations (SecOps)

Involved in implementation of CSM setup and integrating CSM with Seibel/CRM system.

Implemented Okta SSO for streamlined access to multiple apps and enhanced user experience, while also bolstering security with Okta MFA for robust protection against unauthorized access.

Managed the development and data management for integrations between the ServiceNow Platform and external systems like Workday and Active Directory, enhancing system interoperability.

Developed and monitored key performance indicators (KPIs) and metrics to evaluate the success of the ITSM strategy, making data-driven decisions to continuously refine IT services and operations

Led the implementation of ServiceNow ITBM's Portfolio Management module to align IT projects with strategic objectives, prioritize initiatives, and optimize resource allocation.

Implemented ServiceNow configuration and customization assistance including workflow administration, report setup, data imports, custom scripting, and third-party software integrations.

Optimized virtual storage environments using SAN and NAS technologies, achieving a 20% improvement in storage efficiency and supporting scalable growth of data-intensive applications.

Development of Service Catalog, Record Producers and Workflows which includes new catalog items, defined SLAs per request and created UI Policies, Catalog Client Scripts, Approvals, Tasks and Notifications

Spearheaded a data analytics initiative within ServiceNow APM, leveraging AI and machine learning to predict application performance trends and inform strategic planning.

Knowledge on Service Mapping and Service Watch.

Designing and developing new ServiceNow applications and services. Making recommendations and implementing new ServiceNow requirements. Drove HRSD improvements across Case Management, Onboarding, and Employee Experience by leveraging data analytics, optimizing the overall employee journey.

Applied in-depth knowledge of the OSI network model to troubleshoot and resolve complex network issues, ensuring optimal network performance and reliability across the organization

Mentored junior developers in advanced scripting techniques and best practices, fostering a culture of learning and continuous improvement.

Facilitated the integration of ServiceNow with external systems (e.g., ERP, CRM), leveraging REST and SOAP APIs, which streamlined data flows and improved decision-making processes.

Provided architectural oversight and conducted detailed impact analyses for proposed ServiceNow enhancements, contributing to robust and scalable system design.ce reliability and user satisfaction.

Led cross-functional teams in the design and deployment of technical solutions, addressing complex issues with innovative ServiceNow applications.

Leveraged middleware and discovery technologies to improve integration and data management across ServiceNow platforms

TECHNICAL SKILLS:

Ticketing Tools

ServiceNow (Catalog configuration, ITSM, ITBM, CMDB, ITOM, ITAM, ATF’s, Integration HUB, and PPM/APM, Access management).

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, ABAP, AngularJS, Backbone.JS, Node.JS

Certifications:

ServiceNow Certified System Administrator & Certified ServiceNow Developer

Certified System Admin certification- CIS-HRSD

Certification- ITIL

PROFESSIONAL EXPERIENCE

Work Experience

Client

NFP, NY

Role

ServiceNow Technical Lead developer/Admin

Location

Austin,TX

Duration

Nov 2020- Till Date

Roles/Responsibilities:

Interacting with the Business Analysts and understanding the functional requirements in the preparation of stories.

Spearheaded the implementation of ServiceNow's Automated Test Framework (ATF) to automate testing of critical financial operations, reducing manual testing effort by 70% and accelerating the release cycle by 30%.

Developed and executed ATF test suites focused on regulatory compliance, ensuring all financial applications met strict industry standards (e.g., SOX, GDPR) and reduced compliance-related risks by 40%.

Crafted custom ATF test suites for high-risk financial transactions, improving detection of defects by 50% and safeguarding against potential financial discrepancies and fraud.

orchestrated seamless integration between ServiceNow and AWS to automate cloud resource management, resulting in a 20% reduction in operational overhead and enhanced scalability.

Utilized ServiceNow's Discovery and Service Mapping modules to map AWS cloud resources, ensuring accurate representation and management of cloud infrastructure within ServiceNow.

Implemented integrations between ServiceNow and external data sources such as HRIS, CRM systems, and third-party APIs, enhancing system interoperability and data accuracy across business functions.

Utilized ServiceNow's IntegrationHub and REST/SOAP APIs to seamlessly connect with external applications, enabling real-time data exchange and process automation that supported strategic business initiatives.

Automated the testing of integrations between ServiceNow and external financial systems (e.g., ERP, CRM),

Led the design and deployment of a Virtual Agent for IT Service Management, reducing ticket resolution time by 30% and improving user satisfaction scores by 25%.

Ensured the ServiceNow platform adhered to Delta’s stringent policies and procedures, including SOX, PCI, and data retention regulations, maintaining system integrity and safeguarding sensitive data.

Developed and led the strategic transformation to ITIL4 practices, aligning IT operations with contemporary service management standards; engaged with both IT and business stakeholders to ensure a cohesive transition.

Conducted comprehensive risk assessments and collaborated with governance bodies to mitigate impacts during the ITIL4 transformation, ensuring alignment with core business objectives and priorities.

Spearheaded the phased implementation of 34 ITIL4 practices, focusing on optimizing processes and enhancing service delivery across the enterprise.

Championed the enterprise-wide adoption of ITIL v4, providing expert training and coaching to team members on new concepts, practices, and tools to facilitate smooth integration.

Facilitated critical communication between IT and business units to align IT services with strategic business needs, enhancing service efficacy and stakeholder satisfaction.

Performed detailed IT service maturity model assessments, including capability and comprehensive assessments, to identify areas for improvement and develop targeted continual service improvement roadmaps.

Kept abreast of the latest ITIL v4 developments and best practices, instituting a culture of continuous learning and knowledge sharing within the organization.

Prepared and delivered insightful reports to senior leadership on IT service performance and improvement initiatives, demonstrating the impact of ITIL v4 practices on business operations.

Orchestrated the strategic roadmap for transitioning to ITIL4, ensuring seamless integration with existing IT frameworks and minimal disruption to ongoing operations.

Integrated compliance frameworks directly into ServiceNow development and operational processes, ensuring all platform activities met or exceeded SOX, PCI, and data retention requirements.

Regularly reviewed and optimized chatbot conversation flows, resulting in a 20% improvement in response accuracy and a 15% reduction in abandonment rates.

3 protocols in Service Now. Creation of advanced workflows

Proactively collaborated with IT, finance, and operations teams to integrate BI systems with internal and external data sources, ensuring comprehensive analytics and reporting capabilities.

Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.

Implemented SAM solutions that streamlined asset management processes, reduced risks associated with software licensing, and enhanced operational transparency.

Provided training and guidance on best practices in software asset management, empowering organizations to manage their software portfolios effectively.

spearheaded Service Management initiatives within the Office of Information Technology (OIT), enhancing operational efficiency and service delivery.

Drove the adoption of best practices and frameworks within the SMO, significantly improving process standardization and governance.

Coordinated with cross-departmental teams to align IT services with business strategies, ensuring high levels of customer satisfaction and operational excellence.

Post Implementation worked as ServiceNow Administrator and supported any issues and resolved them, accordingly, change coordinator for every sprint release and fixed the issue if errors erased.

Developed and execution of a comprehensive TBO ITSM Services Strategy, aligning IT services with business goals and objectives, resulting in a 20% increase in IT operational efficiency and a 15% reduction in IT service delivery times.

Spearheaded the deployment of ServiceNow IT Operations Management (ITOM) Discovery and Service Mapping, achieving a 40% reduction in incident resolution times by providing comprehensive visibility into IT infrastructure and service dependencies.

Configured and customized ServiceNow ITOM for automated discovery and mapping of business services, significantly enhancing operational efficiencies and minimizing the impact of IT changes and outages.

Collaborated with cross-functional teams to ensure the continuous improvement of service mapping, enabling precise and real-time insights into the IT environment and its performance.

Designed and executed complex ServiceNow customizations to align with unique business requirements, enhancing user experience and productivity by automating workflows and integrating AI capabilities for predictive analytics.

Spearheaded the deployment of ServiceNow Service Mapping to automatically discover and map business services to IT components, significantly reducing downtime and enhancing service delivery.

Developed and enforced strict governance rules and data normalization processes in ServiceNow CMDB, enhancing data quality and consistency across the IT landscape.

Regularly reviewed and updated the CMDB and Service Mapping configurations to align with evolving business needs and IT infrastructure changes, ensuring continuous accuracy and relevancy.

Implemented Upgrades and patch upgrades for every new release and monitored accordingly, upgrading to Rome soon. Utilized Java for scripting complex business logic within ServiceNow workflows, significantly improving automation efficiency and reducing manual intervention. Collaborated with Solution Architects to design simple yet effective solutions, ensuring alignment between tool capabilities and business process needs.

Worked on Service Mapping to define business services, troubleshoot the discovery and mapping process as well as create new discovery patterns.

Spearheaded the development and implementation of a mentorship program, enhancing team skills in risk assessment and customer service, leading to a 25% improvement in client satisfaction scores.

Automated the underwriting process using AI and machine learning technologies, increasing accuracy by 35% and reducing manual review time by 50%.

Experienced in Customer Service Management (CSM) & Service Portal.

Part of development and maintenance of re-usable CSM solutions while collaborating wif other teams to enhance its features.

Implemented ServiceNow performance optimization strategies, including instance health checks and custom application tuning, which reduced response times by over 50% for critical services.

Worked on Service Mapping to define business services, troubleshoot the discovery and mapping process as well as create new discovery patterns.

Customized HR portals and self-service applications in ServiceNow to enhance user experience and accessibility for employees across different departments.

Integrated ServiceNow HR Service Delivery with existing HRIS and ERP systems to ensure seamless data flow and maintain data integrity.

Managed the deployment of the Case Management and Knowledge Management functionalities within ServiceNow HR, improving the management and resolution of employee cases by 50%.

Developed and maintained an extensive knowledge base in ServiceNow, leading to a 30% reduction in repeat HR inquiries by providing employees with self-help tools and resources.

Utilized ServiceNow’s reporting tools to track HR metrics and analytics, providing senior management with insights on employee service trends, process bottlenecks, and areas for improvement.

Environment: ServiceNow, Tokyo, San Diego, Quebec, Orlando, New York, Madrid, London, Kingston, LDAP, SSO Integration, ITSM Modules, ITBM, ITAM, ITOM, Integration Hub, Discovery, CMDB, PPM/APM, Customization, Service Catalog Items, Script Include, Workflows, Notifications and ACL’s, JIRA, HTML, CSS, CSM, Java Script, Ajax, XML, Webservices, SOAP, REST API, Agile.

Work Experience

Client

US BANK

Role

Sr. ServiceNow Developer/ Administrator

Location

Illinois,chicago

Duration

May 2020 - Oct 2020

Roles/Responsibilities:

Creation of technical, functional specification documents as per the requirements

Customized UI Appearance for Problem and Change Management Application, which is simple, intuitive and easy to use Setting up Change Management along with Advanced Risk Assessment Calculator (on a script include level).

Automated the lifecycle management of AWS resources using ServiceNow, which improved resource utilization and reduced unnecessary spending on idle or underutilized resources.

Led the development and administration of ServiceNow for a us bank, enhancing operational efficiency by 30%.

Utilized advanced configuration techniques in ServiceNow CMDB to model complex IT environments, facilitating accurate impact analysis and efficient root cause identification during service disruptions.

Conducted security compliance audits using CMDB data to ensure that all IT assets adhere to the latest security policies and guidelines, thereby enhancing the organization's security posture.

Scalability and Optimization:

Assessed and optimized the configuration and performance of the CMDB to handle increased data volume as the organization grew, ensuring scalability and sustained performance.

Managed relationships with third-party vendors and service providers, ensuring that external services and components were accurately represented in the CMDB and Service Maps, which facilitated better vendor management and contract compliance

Led customization projects to extend ServiceNow CMDB and Service Mapping functionalities to meet specific organizational needs, including developing custom classes and attributes, enhancing data collection and visualization capabilities.

Designed and implemented custom applications and modules tailored to banking workflows and compliance reporting.

Managed system upgrades, ensuring seamless transition and minimal disruption to banking operations.

Leveraged ITSM best practices to enhance service delivery models, resulting in a 30% improvement in customer satisfaction scores and a 50% reduction in service outages and incidents.

Implemented PPM, CSM, Incident Management, Request Management, Service Catalog, Custom Applications, Service Portal, Project Portfolio Management and Knowledge Management.

Conducted regular audits and assessments of ServiceNow configurations and workflows to ensure continuous compliance with Delta’s internal policies and industry standards, effectively mitigating risk.

Implemented advanced security features within ServiceNow applications to meet strict compliance requirements, enhancing data protection and user authentication protocols.

Led the implementation of ServiceNow's Service Performance Management (SPM) framework across the organization, resulting in a 40% improvement in service delivery times and customer satisfaction.

Oversaw a Windows Server infrastructure supporting over 5000 users, successfully deploying updates and patches with minimal downtime and maintaining compliance with security standards.

Developed integrations with internal banking systems and external services using REST/SOAP APIs, improving data accuracy and availability.

Extensive experience utilizing CRM ticketing systems for managing customer interactions, service requests, and support cases, resulting in improved response times and customer satisfaction levels.

Skilled in handling incident management processes within various CRM platforms, efficiently resolving issues and reducing downtime by implementing effective ticketing strategies and workflows.

Leveraged CRM systems to streamline customer service operations, enhance ticket tracking, and deliver exceptional customer support, achieving a 30% improvement in customer resolution rates.

Integrated CRM ticketing systems with other business applications such as ServiceNow, enhancing data consistency and operational visibility across platforms.

Module for Custom Banking with ServiceNow, created a unique module that integrates ServiceNow with internal risk management technologies to automate credit risk assessment.

Automation of Compliance Reporting, ServiceNow’s automated compliance reporting was implemented, improving report accuracy and cutting down on human labor by 40%.

Lead a team of developers in the design and deployment of ServiceNow solutions that automate key financial processes, resulting in a 20% increase in process efficiency across the organization.

Spearhead the integration of ServiceNow with legacy banking systems, enhancing data consistency and accessibility.

Develop custom ServiceNow applications for risk management and fraud detection, significantly reducing potential financial risks.

Implement Service Portal to improve the end-user experience, leading to a 25% increase in self-service resolution rates.

Managed the end-to-end implementation of ServiceNow ITSM and ITOM suites for a large banking client, improving incident response time by 50%.

Customized ServiceNow to comply with specific regulatory requirements, ensuring adherence to finance sector standards.

Implemented TBO principles to analyze and optimize IT service costs, achieving a 25% reduction in IT expenditures while maintaining high service quality, through strategic vendor management, resource allocation, and process automation.

Authored comprehensive documentation on IT Financial Management (ITFM) and IT Service Lifecycle Management (ITSLM) operational processes, establishing a clear framework for ongoing management and optimization.

Led the integration of ServiceNow with a third-party loan origination system, streamlining loan processing and tracking. This project resulted in a 30% reduction in loan processing times, directly impacting customer satisfaction and operational efficiency.

Developed a comprehensive compliance tracking system within ServiceNow to automate the monitoring and reporting of regulatory compliance. This system significantly reduced manual tracking efforts and improved reporting accuracy, ensuring the bank remained compliant with evolving regulations.

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 comprehensive Service Catalog, reducing ticket resolution times by 25% and enhancing user satisfaction.

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, achieving a 20% improvement in processing efficiency by implementing performance tuning techniques.

Led multiple projects involving data integration and migration using SQL and PL/SQL, ensuring accurate and efficient data transfer between systems.

Implemented robust database security measures using SQL and PL/SQL to safeguard sensitive information, complying with regulatory requirements and best practices.

Orchestrated the strategic roadmap for transitioning to ITIL4, ensuring seamless integration with existing IT frameworks and minimal disruption to ongoing operations.

Initiated and led stakeholder engagement sessions to gather feedback and foster buy-in for the ITIL4 transformation, securing endorsement from senior management and key business leaders.

Analyzed and redesigned IT service management processes to align with ITIL v4 guidelines, significantly improving efficiency and responsiveness of IT services.

Developed customized training modules and workshops for ITIL v4, significantly enhancing team proficiency and operational capabilities within the framework.

Implemented governance mechanisms to oversee the adherence to ITIL4 practices during the transformation, ensuring consistency and compliance across all IT services.

Managed cross-functional teams in the execution of the ITIL4 rollout, overcoming complex challenges through strategic planning and resource allocation.

Evaluated the effectiveness of newly implemented ITIL4 practices through regular performance metrics and feedback mechanisms, adjusting strategies to maximize benefits.

Negotiated with vendors for tools and services that support ITIL4 practices, optimizing costs and ensuring robust support for IT service management activities.

Led the development and implementation of a comprehensive communication strategy to keep all employees informed about ITIL

Environment: Agile/Scrum, ServiceNow, XML, SQL, JDBC, Workflow, JavaScript, Incident Management, Change Management, Problem Management, Major Incident Management, Service Catalog, Knowledge management, CMDB and part of Discovery.

Work Experience

Client

Walmart

Role

ServiceNow Developer/Administrator

Location

India

Duration

Sep 2017- Feb 2020

Roles/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.

Environment: Agile/Scrum, ServiceNow, XML, HTML, Angular JS, SOAP, Asset Management, Incident Management, Problem

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