Asset Management Servicenow Developer

Manikumar

Mobile: 469-***-**** EX:*** Email: ***************@*****.***

Sr ServiceNow Developer

Summary:

Qualified IT professional with 10+ years of experience in ServiceNow development, maintenance, and administration.

Designed scalable and innovative ServiceNow solutions that met both business needs and technical requirements, ensuring high performance and reliability.

Worked closely with stakeholders to identify process improvement opportunities and automated workflows to enhance operational efficiency.

Ensured all ServiceNow solutions adhered to strict security standards and regulatory requirements by implementing access controls, encryption, and other security measures.

Developed comprehensive documentation for all customizations, configurations, and workflows, and provided training and support to end-users and fellow developers.

Extensive experience implementing ServiceNow ITOM solutions like Discovery, Service Mapping, Event Management, and Orchestration, focusing on automation and monitoring integration.

Hands-on with configuring and managing MID Servers to ensure smooth communication between ServiceNow and external systems for efficient monitoring.

In-depth experience with ServiceNow Orchestration, automating business processes across systems to improve efficiency and reduce manual work.

Skilled in integrating ServiceNow with cloud platforms like AWS and Azure, ensuring seamless data flow and enhanced service management automation.

Led the end-to-end implementation of ServiceNow SAM Pro, including configuring modules, managing tables, and aligning with industry best practices for software asset management.

Extensive experience in implementing ServiceNow SAM Pro, including module configuration, table management, and best practices.

Assisted customers in deploying and optimizing SAM tools across their organizations, ensuring compliance and efficiency.

Worked on software reclamation in ServiceNow to identify and reclaim unused or low-usage software on client machines.

Relevant experience in ServiceNow SAM Pro and End User Computing asset management.

Collaborated with clients to deploy and fine-tune SAM tools, ensuring optimal asset usage, cost reduction, and compliance with organizational policies.

Focused on software reclamation efforts in ServiceNow, identifying underutilized software to reclaim licenses and optimize software costs.

Specialized in ServiceNow SAM Pro and managing End User Computing (EUC) assets, streamlining asset lifecycle management and ensuring compliance with licensing requirements.

Implemented automated processes for software usage tracking and reclamation, significantly improving software license management and cost efficiency across client environments.

Provided ongoing support and troubleshooting to ensure SAMPro modules are running effectively, adapting solutions as client needs evolved.

Experienced in governance, backlog management, and process optimization in ITSM environments.

Led or participated in large-scale, global project implementations with expertise in Flexera and Remedy ITSM.

Successfully delivered 3+ ServiceNow HAM Pro implementations and extensive work in ServiceNow ITSM, including configuration and workflow optimization.

Holds ServiceNow System Administrator certification with strong knowledge of ITIL processes and ITSM principles.

Expertise in technical implementation of various ServiceNow ITSM modules such as Change Management, Incident Management, Problem Management, Service Catalog, and Knowledge Management.

Hands-on experience with Service Management and Service Delivery Processes within the ITIL framework.

Proficiency in configuring and implementing ServiceNow ITSM tools, including SLA workflows, Service Catalog items, and performance analytics.

Strong leadership skills with the ability to mentor teams, provide technical guidance, and drive collaboration among stakeholders.

Experience in designing and deploying scalable cloud solutions on AWS and Azure.

Managed ticket volumes, provided L3 support, and mentored team members through training and recruitment.

Experience in architectural governance, tracking performance metrics, and identifying automation opportunities for process improvements.

Strong expertise in ServiceNow integrations using REST/SOAP APIs, SSO-SAML, AJAX, and third-party tools like SCCM, JAMF, Splunk, and Juniper-MIST.

Hands-on experience in ServiceNow security implementation, including role-based access controls and compliance standards.

Experience with ServiceNow HR Service Delivery (HRSD) module, including form and workflow customizations.

Strong background in application portfolio optimization, governance & risk management, and IT asset management (ITAM).

Expertise in ServiceNow Discovery, Cloud Discovery, CMDB configuration, bulk data reconciliation, probes, sensors, and patterns.

Implemented Performance Analytics in ServiceNow, designing KPIs and dashboards for actionable insights.

Experience in ServiceNow CSM modules, including Case Management, SLM, and Customer Self-Service Portals.

Successfully developed custom applications using ServiceNow App Engine Studio, streamlining workflows and improving efficiency.

Proficient in workflow automation, UI/UX customization, and developing ServiceNow reports and dashboards.

Experience in migrating ServiceNow environments using Update Sets and implementing custom notifications and table extensions.

Strong skills in debugging, troubleshooting, and optimizing ServiceNow test scripts using Automated Test Framework (ATF).

Technical Skills:

Operating systems

windows family

Programming languages

Java, C, Python, SQL

Software methodologies

SDLC, waterfall, Agile, Scrum

Tools & Utilities

ITSM Suite, ITOM Suite, ITAM Suite CSM ServiceNow

Scripting languages

Java script, Html, CSS, XML, JSON, Angular JS

Application servers

Apache, Tomcat

Database

Oracle, MS SQL

Professional Experience

Client: U.C Davis, Davis, CA Oct 2022 to Till Date

Role: Sr SERVICE NOW Developer/Consultant (ITSM/ITOM/ITAM /CSM)

Roles and Responsibilities:

Managed the full implementation of ServiceNow SAM Pro, ensuring proper configuration and adherence to best practices.

Designed and implemented ITOM solutions like Discovery, Service Mapping, and Event Management for efficient IT operations and automation.

Led cloud migration projects for ServiceNow, optimizing infrastructure using AWS services like EC2, S3, and RDS to enhance scalability and reduce costs.

Managed ServiceNow integrations with third-party tools and enterprise systems using REST/SOAP APIs and SSO-SAML for seamless data flow and process automation.

Assisted clients in deploying and optimizing SAM tools, ensuring compliance and efficiency across their organization.

Led software reclamation efforts, identifying and recovering unused or low-usage software to optimize licensing costs.

Specialized in managing End User Computing (EUC) assets, ensuring compliance with software licensing and tracking.

Provided ongoing support, troubleshooting, and process improvements for SAMPro implementations to meet evolving client needs.

Extensive experience in implementing and configuring ServiceNow ITSM modules such as Change Management, Incident Management, Problem Management, Service Catalog, and Knowledge Management.

Solid understanding and application of ITIL methodologies and best practices in ServiceNow implementations, including performance data analysis.

Proficiency in configuring SLAs to track and meet business response and resolution time requirements.

Strong leadership and technical guidance capabilities, fostering collaboration among stakeholders and team members.

Resolved customer issues efficiently through First Call Resolution (FCR), improving CSAT scores and reducing reopened cases.

Led the migration of on-premise applications to AWS, utilizing EC2, S3, and RDS, achieving a 25% reduction in infrastructure costs.

Automated deployment pipelines using AWS CodePipeline and CloudFormation, ensuring seamless updates and high availability.

Managed ticket volumes, provided L3 support, and mentored team members through training and recruitment.

Effective collaboration with SMEs and Service Owners, maintaining accurate service maps and technical documentation.

Developed integration solutions using Scripted REST APIs and REST API Explorer for seamless system connectivity.

Automated incident response and improved IT operations by developing AIOps solutions within ServiceNow.

Optimized Event Management pipelines for streamlined event processing and incident resolution.

Built interactive dashboards and performance analytics reports to provide actionable insights to stakeholders.

Customized HRSD modules, including form and workflow enhancements for improved service efficiency.

Designed user-friendly portals with advanced widgets, forms, and dynamic lists.

Developed advanced scripts in ServiceNow, including Scheduled Jobs, Business Rules, and Scripted Web Services, to automate workflows and enhance system functionality.

Customized ServiceNow UI elements using UI Pages, UI Macros, and HTML to improve user experience.

Designed and implemented system integrations using REST/SOAP APIs and SSO-SAML, enabling seamless data exchange between ServiceNow and external applications.

Automated complex processes with PowerShell and JavaScript, reducing manual effort and improving efficiency.

Implemented IT Asset Management (ITAM) in ServiceNow, integrating Hardware Asset Management (HAM) and Software Asset Management (SAM) to optimize asset lifecycle management.

Configured and customized ServiceNow CSM to enhance customer service processes and satisfaction.

Developed and managed customer service case workflows for efficient inquiry handling and resolution.

Implemented and configured ServiceNow ITBM modules for Demand, Project, and Portfolio Management, enhancing project visibility and prioritization.

Streamlined resource allocation and capacity planning across multiple projects.

Designed automated workflows for demand intake, approvals, and project tracking, ensuring alignment with business goals.

Developed dashboards and reports to monitor project performance, budgets, and key metrics, supporting data-driven decision-making.

Collaborated with cross-functional teams to integrate ITBM with ITSM and CMDB for process automation and data consistency.

Implemented SCCM and JAMF integration for IT asset management and system monitoring.

Addressed upgrade issues in ITSM and ITOM modules.

Integrated Glide Records with other systems through web services and APIs.

Designed and implemented governance, risk, and compliance (GRC/IRM) frameworks.

Configured and maintained GRC/IRM tools, workflows, and integrations, ensuring compliance with regulatory standards.

Conducted risk assessments, monitored key metrics, and developed mitigation strategies.

Developed Service Portal pages to improve end-user experience for IT service requests.

Created and updated Access Control List (ACL) rules to define data access levels.

Designed and implemented Service Request Catalog workflows using Flow Designer.

Attended daily scrum calls and actively engaged with customers.

Troubleshot ITSM issues and managed CMDB, LDAP, and Network Automation integrations.

Environment: ServiceNow, ITIL, JavaScript, Jellybeans, Web Services, XML, HTML, CSS, jQuery, CMDB, SLA, Integration, LDAP, JSON, REST, SOAP

Client: Impossible foods, Oakland, CA July 2019 to Oct 2022

Role: Senior ServiceNow Developer

Roles and Responsibilities:

Implementation, customization, and maintenance of ITIL modules such as Asset, Incident, Change, Problem, Knowledge, Service Catalog, and CMDB in ServiceNow.

Migrated ITSM configurations, user access, and service requests to ServiceNow while maintaining data integrity.

Customized forms, workflows, and notifications using client scripts and business rules to meet dynamic business needs.

Conducted UAT and stress tests during system upgrades, ensuring platform performance and stability.

Developed client scripts, UI Policies, UI Actions, Script Includes, and Business Rules as per requirements.

Worked on Change Risk Assessment functionality in ServiceNow.

Integrated Jira with ServiceNow using Integration Hub spoke and Flow Designer.

Built custom business applications using CreateNow development suite.

Configured Asset Management lifecycle for software and hardware inventory and control.

Managed Software Asset Management (SAM) and Hardware Asset Management (HAM), ensuring compliance, cost reduction, and efficient asset lifecycle management.

Implemented SCCM integration and set up a base CMDB data model based on client requirements.

Designed and implemented scalable architecture on Azure, leveraging Virtual Machines, Blob Storage, and Azure SQL Database for enterprise resource planning (ERP).

Configured Azure Monitor and Log Analytics for real-time performance monitoring and proactive incident management.

Worked on purchase orders, cost centers, and asset relationships in ServiceNow Asset Management.

Implemented Juniper-MIST integration for network automation and monitoring.

Supported ServiceNow troubleshooting, bug fixes, and root cause analysis for platform stability.

Successfully implemented and optimized Customer and Service Management (CSM) in ServiceNow, improving change success rates and reducing implementation time.

Worked on case management and escalation processes, ensuring timely customer issue resolution in line with SLAs.

Developed custom scripts and business rules to extend CSM functionalities per business needs.

Emphasized UI/UX design best practices for portal customization and user experience optimization.

Environment: ServiceNow, JavaScript, JSON, SOAP, HTML, AJAX, XML, SCRUM, ITIL, Asset Management, CMDB, Incident Management, Problem Management, Cloud services.

Client: Pragma Edge, Hyderabad, India Sep 2015 to Dec 2017

Role: Service Now Developer

Roles and Responsibilities:

Designed and implemented reports, workflows, and data imports for ServiceNow modules including Incident, Problem, Service Request, and Change Management, aligning with ITIL best practices.

Customized the UI appearance for the Problem and Change Management applications to improve user experience and operational efficiency.

Led efforts to clean up and maintain the CMDB, improving data accuracy, compliance, and overall configuration management process.

Developed and implemented configuration management processes from scratch, including defining CI (Configuration Item) classes and their relationships in alignment with ITSM practices.

Created and optimized Reconciliation and Identification Rules to ensure the accuracy of CMDB data and proper tracking of service dependencies.

Managed data migration for CI attributes into the CMDB using import sets and automated data imports, ensuring the seamless transition of configuration data.

Configured and optimized Discovery and Cloud Discovery to automatically populate and maintain the CMDB, mapping relationships between infrastructure components.

Managed the setup and configuration of Mid Servers and established Discovery Schedules for automated CI data collection, increasing discovery coverage and accuracy.

Troubleshot and resolved issues related to Discovery upgrades, ensuring minimal disruption to IT operations.

Configured and managed user, group, and role creation for ITSM modules, integrating with LDAP servers to streamline user access and group management.

Developed Probes, Sensors, and Patterns to enhance Discovery processes, enabling better automation in service mapping and dependency tracking.

Created and maintained foundation data, including user accounts, approvers, and support groups, to ensure efficient routing of incidents, requests, and changes.

Designed and created new service catalog items and requests, including variable sets, to streamline service delivery and improve self-service functionality.

Generated detailed monthly IT leadership reports, including key performance indicators (KPIs) for IT operations such as incident resolution time, change success rate, and service availability.

Utilized ServiceNow Reporting and Performance Analytics tools to generate actionable insights, aiding in continuous service improvement.

Configured and managed email notifications, scripts, and alerts to notify users about service-related activities such as incident status updates, change approvals, and new requests.

Created inbound and outbound email actions to support automated responses and system integration with external tools.

Developed event-based triggers to automate workflows, notify stakeholders, and improve process efficiency across ITSM modules.

Actively participated in ITIL-aligned change management processes, ensuring that all changes were planned, communicated, and implemented according to best practices.

Supported the Incident and Problem Management lifecycle, ensuring incidents were promptly resolved, and root causes were identified and remediated.

Assisted in the creation and refinement of Service Level Agreements (SLAs) for incident, problem, and change management, improving service delivery and customer satisfaction.

Implemented continuous improvement initiatives by analyzing incident data and identifying recurring issues, contributing to proactive problem management.

Environment: ServiceNow, ITIL, HTML5, Java script, glide script, HTML, CSS, Integration, Web Services, discovery, CMDB, LDAP.

Client: Apex Systems, Hyderabad, Telangana June 2013 to Aug 2015

Role: ServiceNow Developer

Roles and Responsibilities:

Responsible for day-to-day management and administration of the ServiceNow platform, including gathering and analyzing business requirements to meet evolving needs.

Deep understanding of ITSM processes, with expertise in the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, reporting, and integrations.

Designed and developed Order Guides, Catalog Items, and Record Producers to streamline and automate service request creation across multiple processes.

Configured and customized Business Rules, Script Includes, UI Policies, Catalog Client Scripts, and Client Scripts using JavaScript to support process automation and enhance functionality.

Monitored ITIL processes, system performance, and application health using System Performance and System Diagnostic dashboards to ensure the platform operates efficiently.

Integrated ServiceNow with external systems and services, ensuring seamless data exchange and process automation.

Designed reusable workflow templates, enhancing consistency and scalability across the platform.

Developed REST and SOAP messages for integrating with external web services, ensuring smooth communication with other systems.

Worked on COX to ServiceNow integration via Scripted REST APIs, enabling efficient data transfer and real-time system updates.

Customized UI Policies, UI Actions, and Catalog Tasks to enhance user experience and ensure the efficient execution of ITSM processes such as Incident Management.

Designed and implemented custom email templates using HTML and mail scripting for automated notifications.

Developed custom widgets and content blocks using AngularJS for Service Portal, delivering an enhanced user experience with dynamic content.

Configured Data Sources, Import Sets, and Transform Maps to automate data imports and ensure accurate data mapping within ServiceNow.

Worked extensively with Script Includes and Access Control Lists (ACLs) to control data access and ensure security compliance.

Generated, scheduled, and customized reports based on client-specific requirements, providing actionable insights into ITSM performance.

Created database views to support advanced reporting, pulling data on variables used in Catalog Items to drive informed decision-making.

Authored Knowledge Articles to document best practices for creating Catalog Items and service request processes, promoting knowledge sharing within the organization.

Collaborated with business teams to refine workflows, improve user interfaces, and drive the overall adoption and efficiency of ServiceNow processes.

Environment: ServiceNow, JavaScript, HTML, AJAX, XML, SCRUM, ITIL, Incident Management, Problem Management, Cloud services.

Certifications:

1.Certified System Administrator (CSA)

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

3.Certified Application Developer (CAD)

Education:

Masters in computer science, USA 2018 Jan to May 2019

Bachelors in computer science and engineering, India 2009-2013.

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