It Operations Change Management

Chandra Reddy

ServiceNow Admin & Developer

Email: ************@*****.***,Phone: +314-***-****, LinkedIn: www.linkedin.com/in/chandra-reddy024 PROFESSIONAL SUMMARY:

Dedicated ServiceNow expert with over 8 years in IT, specializing in service management transformation. Known for improving system workflows, enhancing operational efficiency, and providing innovative solutions tailored to user needs.

Extensive experience in managing and optimizing the Configuration Management Database (CMDB) implementing Transform Maps and Data Sources for seamless integration, and aligning CMDB updates with ITIL processes such as Incident, Problem, and Change Management to enhance operational visibility and streamline IT operations

Deeply knowledgeable in ITOM, leveraging tools like Discovery, Service Mapping, and Event Management to simplify infrastructure management and deliver faster, more reliable operational outcomes.

Adept at working with Azure and AWS cloud platforms in ITOM, using Discovery and Service Mapping to automate the tracking of cloud assets and enhance transparency across hybrid environments.

ensuring accurate asset tracking through Discovery and Service Mapping. This alignment supports efficient workflows and enables faster root cause identification and resolution.

Proven ability to ensure accurate asset management by employing data normalization, reconciliation, and enrichment techniques, maintaining a reliable and consistent CMDB to support streamlined asset tracking and lifecycle management.

Expertise in configuring MID Servers, probes, sensors, and patterns to facilitate seamless Discovery operations. Proven ability to capture and map infrastructure dependencies accurately, ensuring the CMDB remains reliable and actionable.

Expertise in using WMI, SSH, and SNMP protocols to capture high-quality, dependable asset data, ensuring the CMDB reflects accurate relationships and supports operational efficiency

Experienced in leveraging the Common Service Data Model (CSDM) within ServiceNow to establish a well-structured CMDB, ensuring accurate service relationships, streamlined IT operations, and improved governance, risk, and compliance (GRC) alignment for enhanced business decision-making.

Experienced in integrating Business Rules, Client Scripts, and UI Policies into ITOM processes, enhancing the flexibility and accuracy of Discovery operations. Developed tailored scripts to meet complex organizational requirements and maintain CMDB integrity.

Integrated ServiceNow with external systems like SCCM, JAMF, and AWS using REST, SOAP, LDAP, MID Servers, Import Sets, and Transform Maps, while leveraging frontend and backend scripting with JavaScript, Glide, HTML, CSS, AJAX, and Jelly to create custom workflows, UI elements, and self-service portals.

Experienced in leading Agile development teams using JIRA and Automated Test Framework (ATF) for continuous testing and quality assurance within CI/CD pipelines, driving consistent delivery of high-quality solutions.

Configured Performance Analytics to monitor KPIs and SLAs, creating real-time dashboards and reports to support data-driven decision-making and improve service delivery outcomes.

Managed changes and releases across multiple ServiceNow instances through Update Sets, Import Sets, System Upgrades, and instance administration, ensuring stability and continuity across environments.

Technical Skills:

ServiceNow Applications: ITOM, ITSM (Incident, Problem, Change), ITAM, Discovery, CMDB, Asset Management, Knowledge Management, Service Catalog, Service Mapping.

ITOM & CMDB Skills: CMDB Configuration, Discovery Implementation (Discovery Schedules, probes, sensors, patterns), Asset Discovery, Event Management, Service Mapping, Data Normalization, Reconciliation, Enrichment Processes

Programming & Scripting Languages: JavaScript, Glide Script, C.

Web & UI Technologies: HTML, CSS, AngularJS, AJAX, XML, JSON, Jelly

Integrations & APIs: REST, SOAP, LDAP, MID Server, Integration Hub, Import Sets, Transform Maps, SCCM, JAMF, AWS, Azure AD

Tools & Methodologies: Git, Jenkins, JIRA, Automated Test Framework (ATF), Agile/Scrum, Performance Analytics.

CERTIFICATIONS:

ServiceNow Certified Application Developer (25447667)

ServiceNow Certified System Administrator (25327798)

WORK EXPERIENCE:

ALTICE USA NY, USA

Role: Senior ServiceNow Developer

Nov 2023 – Present

RESPONSIBILITIES:

Led ServiceNow Discovery and Asset Discovery initiatives, configuring and maintaining the CMDB to enable automated infrastructure tracking and accurate Configuration Item (CI) relationships. Utilized ITOM capabilities to improve asset visibility, compliance, and lifecycle management, ensuring up-to-date records for efficient troubleshooting and incident response.

Designed and implemented robust Discovery solutions, including MID Server configurations, Probes, Sensors, and Patterns, to automate the identification of infrastructure components and application services. Leveraged Flow Designer to streamline workflows, integrate external systems, and enhance lifecycle management through automated processes.

Configured and optimized Application Portfolio Management (APM) to support application tracking and performance metrics through custom workflows, dashboards, and reports. Enhanced ServiceNow’s ability to align with business objectives and operational needs.

Proficient in ITOM tools and processes, including Service Mapping and Event Management, with hands-on experience in designing, implementing, and optimizing end-to-end workflows for monitoring, event correlation, and automated response to incidents, ensuring streamlined operations and improved system performance.

Collaborated with cross-functional teams to define scope and implement solutions, setting up Discovery schedules, MID Servers, and sensors to improve CMDB accuracy. Enhanced Configuration Management to support proactive incident handling and change management.

I acted as a subject matter expert on ServiceNow Discovery, troubleshooting issues, providing technical guidance, and resolving complex challenges.

Ensured data reliability through normalization, reconciliation, and enrichment processes. Built custom UI elements, including widgets and macros, using AngularJS, JavaScript, HTML, and CSS, to deliver intuitive Service Portal interfaces for streamlined user interactions.

Experienced in implementing the Common Service Data Model (CSDM) within ServiceNow, ensuring structured CMDB relationships, accurate service mapping, and alignment with ITSM, ITOM, and GRC processes to enhance governance, risk visibility, and operational efficiency.

Integrated ServiceNow with external systems like SCCM, JAMF, and AWS using REST/SOAP APIs, MID Servers, and scripting tools like Glide and Jelly, enabling seamless data exchange and automation across platforms.

Configured LDAP Servers to automate user and group updates, implemented Data Sources and Transform Maps to maintain data integrity, and ensured duplicate-free records using Coalesce. Automated notifications and task creation using inbound emails for improved workflow efficiency.

Developed custom Service Catalog items and workflows to optimize user requests and integrated them with backend processes to enhance overall functionality. Designed self-service portals, homepages, and knowledgebases to empower users and reduce manual effort.

Created and maintained custom Business Rules, Client Scripts, and Flow Designer workflows, automating routine tasks across ServiceNow modules like Incident, Problem, and Change Management. Enhanced system performance through tailored scripting solutions.

Supported Hardware Asset Management (HAM) and Software Asset Management (SAM) processes to ensure asset lifecycle compliance and reduce resource waste. Maintained accurate CMDB entries with automated asset discovery and relationship mapping.

Demonstrated leadership in Agile environments, coordinating with teams, using JIRA for project tracking, and implementing Automated Test Framework (ATF) to maintain quality assurance in CI/CD pipelines.

Configured Performance Analytics to track KPIs and SLAs with real-time dashboards, improving decision-making and operational efficiency. Built dynamic reports to visualize trends and service performance.

Extended ServiceNow functionality through custom applications, tables, forms, and workflows, aligning technical solutions with business requirements to improve operational efficiency and meet unique organizational needs.

CARDINAL HEALTH OH, USA

Role: ServiceNow Application Developer

Feb 2021 - Aug 2023

RESPONSIBILITIES:

Implemented and managed the ServiceNow ITSM Suite, including Incident, Problem, Change, and Service Catalog, alongside ITOM features like Discovery, Event Management, and Service Mapping. Ensured seamless integration between ITSM and ITOM modules for a unified approach to service and operational management.

Configured and maintained Configuration Items (CIs) in the CMDB, establishing accurate lifecycle tracking and dependency mapping. Leveraged Discovery and Service Mapping to provide real-time visibility into IT infrastructure, improving operational responsiveness and proactive incident resolution.

Automated asset tracking and dependency updates within the CMDB using Discovery protocols and integrated external tools like SCCM, JAMF, and AWS to maintain consistent and accurate asset data across hybrid environments.

Designed and implemented workflows using Flow Designer and scripting tools like Business Rules, Client Scripts, and Script Includes, enabling smooth operations across ITSM and ITOM modules. Improved incident resolution and change approvals with automated processes.

Leveraged the Common Service Data Model (CSDM) to align asset and CI data with business services, ensuring accurate visibility into software and hardware assets. This alignment improved asset tracking, lifecycle management, and compliance reporting, enabling more efficient troubleshooting and audit readiness for SAM and HAM processes.

Collaborated with cross-functional teams to define the scope for SAM and HAM implementations. Configured Discovery schedules, MID Servers, and sensors to ensure accurate data collection of software installations and hardware inventory. Enhanced CMDB accuracy to support license compliance, hardware depreciation tracking, and proactive asset lifecycle management.

Enhanced service operations by developing Service Catalog workflows and custom templates, aligning service requests with CMDB data for comprehensive asset tracking and better lifecycle management. Built dynamic, user-friendly Service Portal interfaces to simplify ITSM interactions.

Proficient in implementing and aligning the Common Service Data Model (CSDM) within ServiceNow to ensure accurate CMDB structuring, improved service mapping, and seamless integration with ITSM, ITOM, and GRC for enhanced compliance, risk management, and operational efficiency.

Created intuitive Service Portal pages and widgets using AngularJS, Bootstrap, and JavaScript, integrating external data sources via APIs for real-time information access. Improved user experience and streamlined service request fulfillment.

Automated workflows across modules like Incident, Change, and Service Catalog using Flow Designer, reducing manual intervention and improving operational efficiency. Integrated ServiceNow with third-party systems through REST and SOAP APIs for seamless data flow.

Configured Single Sign-On (SSO) and implemented tools like AIOps and Health Log Analytics (HLA) to enhance security, automate incident detection, and improve service availability. Supported infrastructure monitoring by integrating Service Watch with the CMDB.

Developed custom business logic in ServiceNow Studio, building complex workflows and integrating third-party APIs to improve real-time data synchronization. Focused on maintaining efficient and scalable solutions aligned with organizational needs.

Delivered actionable insights by creating database views and custom reports to monitor ServiceNow performance metrics. Used ServiceNow’s Performance Analytics to track KPIs and SLAs, supporting data-driven decisions and improving service quality.REFRESCO BEVARAGES FL, USA

Role: ServiceNow Administrator

Sep 2018 – Dec 2020

RESPONSIBILITIES:

Integrated ServiceNow Discovery for automated CI population, ensuring CMDB data integrity with normalization and reconciliation rules.

Analyzed and implemented business service relationships in CMDB using Service Mapping and conducted Impact Analysis for critical service monitoring.

Developed business services in CMDB with Event Management, providing visibility into service dependencies and real-time health metrics for monitoring teams.

Managed CI relationships (owned by, used by, managed by) and configured parent-child relationships for better asset accountability and visibility.

Explored CI relationships using ServiceNow Discovery and Service Mapping to enhance understanding of dependencies and improve incident/change management.

Customized ServiceNow ITSM modules like Incident, Problem, Change, and Request Management, creating workflows and automations using Flow Designer and Business Rules.

Performed regular CMDB health checks and configured Discovery Patterns and MID Servers for accurate asset discovery across environments.

Designed custom reports with Performance Analytics and managed data imports into CMDB via Import Sets and Transform Maps, ensuring data normalization.

Integrated ServiceNow with external platforms using REST APIs, SOAP APIs, and Integration Hub for seamless bi-directional data updates.

Led application rollouts and upgrades in ServiceNow, ensuring compatibility and alignment with IT and business needs.

Configured and managed ServiceNow Discovery to maintain accurate CI data across networks and ensure compliance with discovery schedules.

Developed custom portals in ServiceNow Service Portal, providing user-friendly interfaces for CMDB interactions and service requests.

Invented technical solutions for complex ServiceNow challenges by translating functional requirements into technical designs using Glide scripting and custom workflows.

Advised teams on best practices for ServiceNow CMDB, ITSM, and ITOM design, ensuring alignment with ITIL best practices and optimizing workflows for efficiency.

SNVA Ventures

Role: ServiceNow Developer

Feb 2015 – July 2016 (India)

RESPONSIBILITIES:

Developed ITOM reports and dashboards using RISC Networks ITOA for improved analytics and IT operations insights.

Built and customized CMDB and ITSM functionalities using server-side scripts and UI Actions, integrated with ITOA for enhanced IT operations.

Created and enhanced Service Catalog items and workflows, providing optimized user experience through the Service Portal.

Implemented Script Includes to pull data from CIs, tagged data to ADM, and created upstream/downstream dependencies using dependency mapping integrated with Change Management. Modified catalog items using Business Rules and Client Scripts, ensuring they were ready for use in the Service Portal.

I worked on ITOM Discovery with Horizontal and Top-Down discovery patterns, integrated Active Directory, and set up MID servers for network infrastructure management.

Designed and implemented custom workflows, including a multi-use standard workflow for catalog items to streamline service delivery.

Collaborated with Business Analysts and Tech Leads to analyze end-user requirements and align ServiceNow solutions with business needs.

Led project deliverables in Agile Development, implementing automated workflows for security incidents in the SIR module and supporting network infrastructure migration involving firewalls and routers.

EVRY India

ROLE: ServiceNow Administrator

June 2013 – Oct 2014 (India)

RESPONSIBILITIES:

Led the rollout and implementation of new ServiceNow applications and modules, ensuring seamless integration and user adoption.

Developed and customized front-end forms and user interfaces using JavaScript, HTML, CSS, and UI Policies, enhancing the overall user experience.

Troubleshot and resolved security issues, configuring ACLs, security rules, and scripts to ensure proper access control.

Imported and synchronized Active Directory data into ServiceNow using Data Sources and orchestration, improving data consistency.

Created Data Sources for integrating external applications with ServiceNow and used Import Sets and Transform Maps to structure imported data.

Implemented workflows for Incident Management, Change Management, and Service Catalog, streamlining business processes across various applications.

Conducted business process analysis and gap analysis, aligning ServiceNow solutions with organizational needs and enhancing operational efficiency.

Managed SQL queries and performed statistical analysis with Access, SAS, and Excel, ensuring accurate reporting and data-driven insights.

Worked extensively with LDAP directories like Active Directory, managing user access and integrating authentication processes.

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