Servicenow Developer Service Delivery
Resume:
Manish Gupta
Senior ServiceNow Developer/Admin
*************@*****.***
PROFESSIONAL SUMMARY
ServiceNow Developer/Admin with 9+ years of experience in designing, developing, implementing, and administering ServiceNow solutions across ITSM, ITOM, CMDB, ITAM, ITBM, HRSD, SecOps, GRC, and IRM. Adept at platform customization, workflow automation, integrations, and security compliance, ensuring seamless IT operations, optimized service delivery, and enhanced business processes.
Expert in ITSM processes, including Incident, Change, Problem, Knowledge, and Request Management, improving service efficiency through workflow automation and best practices.
Proven ITOM expertise, implementing Discovery, Service Mapping, MID Servers, Probes, Sensors, and CMDB Governance to ensure IT infrastructure visibility and operational efficiency.
Extensive CMDB experience, ensuring Completeness, Compliance, and Correctness (3C’s) of CI data, integrating data sources like SCCM, Intune, NetBox, Azure Cloud using Scripted REST APIs and Service Graph Connectors.
Implemented ITAM (SAM & HAM) solutions, defining CI-Asset relationships, ensuring software/hardware compliance, and integrating asset tracking with CMDB.
Hands-on experience with SecOps, implementing Security Incident Response (SIR), Vulnerability Response (VR), SOAR, Threat Intelligence, and IRM/GRC frameworks to enforce risk management and regulatory compliance.
Designed and built Service Portals, crafting custom widgets, UI pages, and interactive dashboards using JavaScript, AngularJS, ReactJS, Bootstrap, and HTML/CSS to enhance user experience.
Developed and automated Service Catalog workflows, utilizing Catalog Builder, Flow Designer, UI Actions, UI Policies, and dynamic API-driven data processing to improve self-service capabilities.
Advanced integrations with Workday, SAP, Jira, MS Teams, Qualys, Splunk, SolarWinds, and other enterprise applications using REST, SOAP, Integration Hub, Flow Designer Spokes, and Service Graph Connectors.
Built and optimized Performance Analytics dashboards, monitor SLA compliance, service trends, and risk assessments to drive data-driven decision-making.
Experience in Business Continuity Management (BCM), aligning processes with ISO 22301 & GDPR standards, ensuring disaster recovery readiness.
Developed custom applications using App Engine Studio, integrating functionalities like workflow automation, data analytics, and third-party APIs to create scalable business solutions.
Proficient in managing role-based access controls (RBAC), multi-tenancy configurations, and security models to ensure secure and compliant ServiceNow implementations.
Expertise in Agile & DevOps methodologies, managing update sources, clones, upgrades, and deployments while ensuring smooth sprint-based releases.
ServiceNow Certified Professional, with deep knowledge of ITIL standards, SDLC methodologies (Agile, Waterfall, Test-Driven Development), and best practices for governance and optimization.
TECHNICAL SKILLS:
ServiceNow Modules: ITSM, ITOM (Discovery, Service Mapping, Event Management), ITBM, ITAM (SAM, HAM), GRC, IRM, HRSD, CMDB, SecOps, BCM, AIOps, App Engine, APM
Scripting & Development: JavaScript, GlideScript, Python, PowerShell, HTML, CSS
Web Technologies: AngularJS, jQuery, AJAX, JSON, XML
Integrations: REST & SOAP APIs, Kafka, JDBC, LDAP, Splunk, JIRA, Absolute, Workday, CloudBolt, Active Directory, VMware CMP.
Cloud & Discovery: AWS, Azure, Google Cloud, ITOM Discovery, Cloud Management, Service Mapping, Hybrid Environment Integration.
Security & Compliance: RBAC, ACLs, GDPR, HIPAA, Risk Management, Vulnerability Response, SBOM Modeling
Data & Reporting: MySQL, MongoDB, Oracle, Tableau, Power BI, Performance Analytics, Compliance Dashboards
Methodologies & Tools: ITIL Best Practices, Agile (Scrum), SDLC, UAT, JIRA, ServiceNow Best Practices
ServiceNow ATF – Test case design, execution, optimization, and maintenance
Other Skills: Troubleshooting, Root Cause Analysis, Documentation, Pilot Training, Knowledge Article Creation, Compliance & Audit Readiness.
CERTIFICATIONS :
Certified ServiceNow System Administrator
Certified ServiceNow Application Developer
Certified Implementation Specialist – ITOM (CIS-ITOM)
Certified Implementation Specialist – ITSM (CIS-ITSM)
Certified Implementation Specialist - HRSD (CIS-HR)
PROFESSIONAL EXPERIENCE
PwC Dallas, TX May 2023 – Present
Sr ServiceNow Developer
Served as the primary ServiceNow domain expert, specializing in ITSM, ITOM, HRSD, CMDB, HAM, and SAM, delivering end-to-end enterprise solutions to optimize IT operations.
Designed and implemented custom workflows to streamline ITSM processes, improving service delivery, user experience, and operational efficiency across multiple business units.
Built comprehensive Service Catalog solutions, including dynamic request forms, automated workflows, approvals, and fulfillment processes, reducing resolution times.
Developed and maintained automated test scripts to validate workflow functionality, ensuring compliance with business requirements and regulatory standards.
Integrated ITOM Service Mapping with CMDB, enabling real-time service visibility, automated dependency tracking, and enhanced asset/change management.
Configured advanced CMDB relationship mappings using Discovery Tools and Service Mapping, ensuring accurate tracking of Configuration Items (CIs) for better asset lifecycle management.
Developed automated ETL processes for CMDB data synchronization, resolving duplication issues and improving CMDB accuracy for banking and enterprise assets.
Integrated AWS credential-less Cloud Discovery, developing pattern extensions to improve asset management and ensure accurate data population.
Implemented Hardware Asset Management (HAM) and Software Asset Management (SAM) modules, ensuring accurate IT asset tracking, procurement automation, and compliance with audits.
Developed seamless integrations with Infor, Workday, SAP, Active Directory, and third-party applications using REST and SOAP APIs, enabling secure data exchange and workflow automation.
Automated JIRA bug tracking workflows, integrating Problem Management with business rules, optimizing issue resolution, tracking, and lifecycle automation.
Enhanced Vulnerability Response processes by configuring intelligent assignment rules, risk-based prioritization, and SLAs, reducing remediation times and security risks.
Automated Service Portal workflows using CloudBolt, streamlining virtual machine provisioning and cloud management, enhancing self-service IT automation.
Designed interactive dashboards and KPIs using Power BI, providing real-time insights into ITSM and ITOM performance, supporting data-driven decision-making.
Led the rollout of ITBM modules, including Demand Management workflows, Performance Analytics, and Project Status Reports, improving resource planning and operational efficiency.
Implemented AI-powered Virtual Agent solutions, automating common service requests, improving response times, and enhancing IT support operations.
Enhanced ServiceNow security by embedding compliance checks and access controls, ensuring secure banking operations and adherence to cybersecurity standards.
Leveraged Automated Test Framework (ATF) to validate ITSM, ITOM, and GRC modules, ensuring platform stability, minimizing risks, and improving overall quality assurance.
Worked in Agile environments, collaborating with cross-functional teams to deliver scalable solutions.
Environment: ServiceNow (ITSM, CSM, FSM, HRSD, CMDB, Asset Management, ITOM Service Mapping, GRC, IRM, Scoped Apps, Flow Designer, Workflow Editor, Automated Test Framework - ATF), Python, REST/SOAP APIs, MID Server, ETL processes, AI-based event correlation, predictive analytics, Performance Analytics, ITIL, JavaScript, Jellybeans, Web Services, XML, jQuery, JSON, Access Controls, Event Management, Application Repository, Update Sets, Domain Separation, ITIL, JavaScript, AEM integration, Access Controls, cloud security governance.
Equifax Atlanta, GA Feb 2020 – Apr 2023
Sr ServiceNow Developer
Implemented ITSM modules, including Incident, Problem, Change, and Request Management, reducing incident resolution times by 20% and improving IT service efficiency.
Implemented ITOM capabilities, such as Discovery, Service Mapping, Event Management, and Orchestration, to enhance asset tracking and automate compliance monitoring.
Configured advanced CMDB relationship mappings with Discovery Tools and Service Mapping, ensuring real-time visibility of Configuration Items (CIs) across financial IT infrastructure.
Developed and managed ServiceNow GRC workflows, automating risk assessments, regulatory compliance tracking, and policy enforcement for ISO 27001, NIST, and GDPR.
Automated governance policies for compliance frameworks (PCI-DSS, GDPR, SOC 2, and FCRA), ensuring audit readiness and enterprise risk mitigation.
Developed Security Operations (SecOps) workflows, integrating Security Incident Response (SIR), Vulnerability Management (VM), and Threat Intelligence (TI) to strengthen Equifax’s security posture.
Integrated third-party security tools (Black Duck, Veracode, Qualys) with ServiceNow SecOps, enhancing security compliance, threat intelligence, and vulnerability remediation processes.
Enhanced Vulnerability Response by configuring automated risk-based prioritization and SLAs, reducing remediation times for security threats.
Built custom automation solutions using Python and ServiceNow Scripted REST APIs, streamlining ITSM, ITOM, and security workflows for regulatory compliance.
Developed a generic SOAP service for integrating ServiceNow catalog items with third-party risk monitoring tools, enabling seamless automation of compliance checks.
Integrated ServiceNow with Workday, SAP using REST and SOAP APIs, ensuring automated data synchronization, access control, and compliance monitoring.
Optimized Scoped Apps by identifying performance bottlenecks, refining scripts, and improving query execution for enhanced system efficiency and data accuracy.
Designed and maintained Performance Analytics dashboards, providing real-time insights into ITSM, ITOM, and security compliance metrics for data-driven decision-making.
Enhanced IT asset visibility by optimizing HAM and SAM dashboards, enabling proactive resource planning, cost optimization, and license compliance.
Implemented multi-tier SLAs for Incident and Change Management, ensuring response time alignment with financial risk levels and customer impact metrics.
Designed and enhanced UI Pages and Macros, improving usability and streamlining workflows for enterprise IT operations and financial services teams.
Developed and optimized the Service Catalog, improving request fulfillment efficiency by 25% through streamlined approval workflows and automation.
Implemented AI-powered search capabilities in Employee Center Pro (ECP) after transitioning from Adobe Experience Manager (AEM), enhancing knowledge management and content discoverability.
Led the migration of customizations across ServiceNow instances, ensuring system integrity, functionality alignment, and compliance with Equifax’s IT change control policies.
Supported Agile development methodologies, actively participating in sprint planning, backlog refinement, and retrospectives to ensure on-time project delivery.
Developed test scripts and automated workflows to validate ServiceNow functionalities, ensuring system reliability and adherence to business requirements.
Environment: ServiceNow (ITSM, CSM, FSM, HRSD, CMDB, Asset Management, ITOM Service Mapping, GRC, IRM, Scoped Apps, Flow Designer, Workflow Editor, Automated Test Framework - ATF, Service Portal, Integration Hub, MID Server), Python, REST/SOAP APIs, Performance Analytics, BMC Remedy to ServiceNow migration, AI-driven search, multi-language support, XML, jQuery, JSON, Web Services, Hardware Asset Management (HAM), Software Asset Management (SAM).
Legato Health Technologies India Feb 2017 -Aug 2018
ServiceNow Developer/Admin
Configured and optimized ITOM processes, including Discovery, Service Mapping, and Event Management, improving IT infrastructure visibility, automation, and cloud resource management.
Automated ITSM workflows (Incident, Problem, Change Management) using AIOps and Predictive Intelligence, reducing incident resolution time and system downtime by 20%.
Implemented SAM (Software Asset Management) and HAM (Hardware Asset Management) workflows, ensuring compliance, cost optimization, and enhanced asset lifecycle tracking.
Integrated ITBM modules for Project Portfolio Management (PPM) and Resource Management, optimizing business alignment and accelerating project timelines by 20%.
Developed and maintained CMDB with CSDM compliance, automating data imports using ETL tools to ensure data accuracy and regulatory compliance.
Automated GRC (Governance, Risk, and Compliance) and IRM (Integrated Risk Management) workflows, improving risk mitigation and regulatory reporting for HIPAA compliance.
Implemented HRSD solutions for employee lifecycle automation, optimizing onboarding, offboarding, and workforce management to enhance operational efficiency.
Developed Security Incident Response (SIR) workflows, integrating Splunk and Qualys for proactive threat detection, automated remediation, and compliance enforcement.
Configured Service Portal interfaces and Knowledge Management workflows, improving self-service adoption and reducing resolution time by 30%.
Built reusable subflows in Flow Designer to streamline workflow automation, reducing manual intervention by 25%.
Strengthened API security by implementing OAuth and API key authentication, securing REST/SOAP API integrations for external system data synchronization.
Automated SLA tracking and Business Rule enforcement, ensuring service delivery efficiency and compliance adherence.
Developed ATF (Automated Test Framework) test cases, ensuring code integrity and reducing regression defects in platform releases.
Leveraged Predictive Intelligence and Process Mining, optimizing incident resolution and service request routing for better ITSM performance.
Designed Tableau dashboards for real-time analytics and business insights, enabling data-driven decision-making for IT operations and service delivery.
Implemented credential-less AWS Cloud Discovery and pattern extensions, enhancing infrastructure visibility and cloud resource optimization.
Worked in Agile environments, collaborating with cross-functional teams to deliver scalable solutions.
Environment: ServiceNow, JavaScript, JSON, SOAP, HTML, AJAX, XML, SCRUM, ITIL, Asset Management, Incident Management, Problem Management, Cloud services.
ValueLabs India Jun 2014 - Jan 2017
Associate ServiceNow Developer/Admin
Implemented ITIL-based ITSM processes (Incident, Problem, Change, and Knowledge Management) in ServiceNow, enhancing service efficiency and reducing resolution times.
Developed and customized ServiceNow functionalities, including client scripts, business rules, UI policies, and UI actions, to automate workflows and improve user experience.
Administered CMDB, managing data imports, update sets, and asset tracking, ensuring accurate configuration and relationship mapping.
Designed and deployed Performance Analytics dashboards, providing actionable insights and IT performance metrics for stakeholders.
Configured Access Control Lists (ACLs) and role-based security policies, ensuring secure data access and compliance with governance standards.
Managed Change Management enhancements and workflow modifications, improving service transition efficiency and reducing risk.
Performed core ServiceNow administration, including user management, access controls, and system configurations, ensuring a secure and optimized platform.
Created and optimized workflow automation, implementing approval processes and service request routing to streamline operations.
Developed and managed Service Portals, improving self-service adoption and reducing IT support dependency.
Collaborated with stakeholders to gather Problem Management requirements, conducting rigorous testing on Incident, Change, and Knowledge Management modules.
Conducted Root Cause Analysis (RCA) for recurring incidents, applying corrective actions within SLA timelines to improve system stability and service reliability.
Implemented major Incident Management enhancements, ensuring critical issue resolution with minimal business disruption.
Created and maintained technical documentation, including end-user guides, test cases, and process workflows, enabling effective knowledge transfer and system support.
Environment: ServiceNow, JavaScript, HTML, AJAX, XML, SCRUM, ITIL, Cloud services.
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