Servicenow Developer Service Delivery

Venu Gadde Service Now Developer

Contact: 432-***-****

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

Objective

Results oriented ServiceNow Developer/Administrator with over 8 years of IT and 6+ years in ServiceNow seeking to leverage IT service delivery and management. With a focus on driving operational efficacy, I want to utilize my expertise in ITSM, ITOM, and ITBM, and to leverage the extensive integrations to improve system connectivity and data exchange. Passionate to use deep technical knowledge in ServiceNow configurations, cloud environments, and automation to enhance IT infrastructure and business alignment in a dynamic, growth driven organization.

Professional Summary

Accomplished ServiceNow Developer/Admin with over 8 years of IT experience, of which over 6+ in ServiceNow

Demonstrated capability in defining, designing, and deploying ServiceNow solutions that support complex IT onboarding processes, enhancing organizational efficiency and user adoption

Expertise in Web Services Integration using SOAP and REST for bi-directional, automated system interactions, improving ITSM processes through the Integration Hub

Collaborated with stakeholders to design solutions that enhance project delivery efficiency, coupled with Project Management methodologies and process automation

Proficient in conducting User Acceptance Testing (UAT), providing comprehensive training, and identifying opportunities for ServiceNow PPM

Demonstrated proficiency in ServiceNow integrations, leveraging MID server and cloud-to-cloud methodologies, to ensure seamless data exchange and connectivity

Extensive experience in technical implementation of various ServiceNow ITSM modules such as Change Management, Incident Management, Problem Management, Knowledge Management, Service Catalog, and Service Portals

Spearheaded the facilitation and documentation of weekly Change Advisory Board (CAB) meetings using ServiceNow, ensuring seamless coordination and communication among IT stakeholders.

Implemented and moderated a streamlined process for reviewing and tracking Change Requests, including Emergency Change Requests, significantly enhancing compliance with IT governance standards and reducing associated risks.

Enhanced incident recording processes to include full details such as impact analysis, root cause, and resolutions, which improved resolution times by 25% and increased the accuracy of root cause analysis (RCA) outcomes.

Expert in ITIL V3 to ITIL V4 transformations, Strategic planning and roadmap development for ITSM enhancements.

Identified critical compliance issues in legacy ITIL V3 practices and led a project team to address these gaps, reducing potential regulatory fines and aligning with industry-specific compliance standards such as ISO 20000 and GDPR.

Implemented a Continuous Improvement Program that utilized ITIL V4 guidelines to systematically identify, prioritize, and implement improvements, resulting in a 20% increase in operational efficiency annually.

Stakeholder engagement and communication, Performance reporting and continual service improvement.

Implemented and generated Business Rules, Script Includes, Data Dictionary, UI Actions, UI Policies, Client Scripts, and Validation Scripts using JavaScript and Glide System.

Implemented a Continuous Improvement Program that utilized ITIL V4 guidelines to systematically identify, prioritize, and implement improvements, resulting in a 20% increase in operational efficiency annually.

Expert in configuration management of ServiceNow CMDB ensuring accurate asset and configuration data within ServiceNow to support IT Services and Operations

Extensive experience in configuring and implementing Discovery tool across both public cloud environments such as AWS, Azure, Google Cloud and local data centers showcasing ServiceNow ITOM experience

Configures and Maintains Discovery Application and Works closely with Configuration Manager in the population of CMDB. Interfaces with Compute, Network and Security teams to assure access and permissions Resolving discovery errors related to permissions and access.

Conduct regular audits of discovered data to ensure completeness and accuracy, identifying and resolving discrepancies. Develop and enforce data quality standards and best practices for discovery processes.

Assisting in the validation and testing of Discovery after upgrades Reviewing the environment for changes and new requirements that may drive changes to the Discovery solution and Assures downloads from the ServiceNow store occur monthly for CMDB Classes and Discovery patterns .

Integrations with 3rd party discovery tools, such as LogicMonitor and Provide timely resolution to systems problems Develop effective working relationships with other departments, groups, managers and vendors. Proactively seek efficient and quality solutions

Leveraged ServiceNow's capabilities to manage diverse Configuration Items (CI) including servers, VCenters, and storage devices

Solid understanding of CMDB data model with proven ability to extend and customize it to meet business requirements

Hands-on experience in creating sophisticated workflows and integrating ServiceNow with various technologies using MID Servers and Web Services

Successfully integrated ServiceNow with leading Vulnerability Management tools such as Qualys, Rapid7 InsightVM, and Tenable Nessus

Enhanced the IT asset management process by leveraging CSDM to provide a unified and standardized view of IT resources, simplifying asset tracking, and lifecycle management.

Championed the adoption and integration of the ServiceNow CSDM module, ensuring that all IT services and assets were managed in alignment with industry best practices and governance requirements

Utilized APM analytics to monitor and evaluate application performance, leading to data-driven decisions that enhanced application reliability and user satisfaction significantly.

Used custom API configurations to automate the import and synchronization of vulnerability data into ServiceNow Vulnerability Response Module

Facilitated a proactive vulnerability management ecosystem by developing custom scripts to ensure real-time synchronization of vulnerability findings with CMDB

Enhanced security operations by automating remediation activities based on asset criticality and threat severity, streamlining the vulnerability response process

Exhibited expertise in web technologies such as JavaScript, Ajax, AngularJS, Bootstrap, jQuery, Jelly, CSS, HTML/HTML5 and agile approaches such as SAFe, Scrum, Kanban

Demonstrated a commitment to implement ITSM best practices and frameworks, aimed at optimizing IT service delivery and management

Proficient in JavaScript for ServiceNow, with extensive experience in CMDB management, discovery pattern creation, and troubleshooting, ensuring high-quality IT operations management and asset tracking

Implemented IT Operations Management (ITOM) configurations, including setting up MID Server, LDAP integrations, and CMDB structuring, ensuring optimal setup and operational efficiency

Specialized in ITOM with a strong focus on setting up identification and reconciliation rules, probes, sensors, and configuring IP ranges and asset tags to ensure accurate platform identification

Expert in advancing cloud-based discovery, CI relationship management, and service mapping to visualize dependencies, enhancing IT service architecture and operational insight

Implemented Project and Application Portfolio Management to enhance ITBM efficiency and functionality

Expert in ITAM with a keen focus on both HAM and SAM, proficient in integrating assets into ServiceNow via CSDM and SCCM for precise asset management and tracking

Skilled in the full lifecycle development of the ServiceNow EO&T application, including documentation, configuration, testing, and deployment

Proficient in HRSD, Streamlined Project Management and HR processes like case management and onboarding for increased efficiency and satisfaction.

Skilled in translating business requirements into technical solutions, ensuring seamless integration and adoption of ServiceNow PPM and HRSD functionalities.

Experienced ServiceNow HR Service Delivery Lead with a robust background in overseeing full-cycle project implementation from discovery through deployment using agile methodologies.

Proficient in managing cross-functional teams and working closely with HR business units to translate complex requirements into efficient, scalable solutions.

Demonstrated expertise in leading ServiceNow integrations, crafting tailored configurations, and ensuring high software quality through meticulous unit and integration testing. Strong leadership in project management, capable of independently handling complex workflows and delivering under tight deadlines.

Advanced skills in HRSD and GEN AI, enabling the enhancement of HR processes through intelligent automation and data-driven decision-making.

Expert in Customer Service Management (CSM), adept at enhancing service delivery through effective service level and field service management

Administered ServiceNow instances, including group delegation, CMS modifications, workflows, UI pages, and security measures to ensure robust and scalable solutions

Proficient in case management, optimizing the customer experience through customized ticket forms, self-service portals, and agent workspaces

Developed different reports such as Bar charts, Pie charts, List reports, and Scheduling reports

Hands-on experience on GRC (Governance, Risk and Compliance) and SecOps (Security Operations) modules

Skilled in user access management, role assignment, service account creation, and managing system upgrades to ensure service continuity and security

Set up Service Level Agreements (SLAs) and monitored SLA workflows, created, and tracked Service Catalog requests, and items with variables

Proficient in system integrations, leveraging inbound emails, JDBC, SOAP, and REST APIs, including Scripted REST and Integration Hub, to seamlessly connect ServiceNow with external platforms like Jira and client applications

Skilled in streamlining data flow through import sets, transform maps, and job scheduling, ensuring efficient data integration and transformation

Specialized in Service Portal refinement, adept at developing catalogs with UI policies, client scripting, and flow design for improved user interfaces

Proficient in Dashboard Management and Performance Analytics to optimize data visualization and drive insightful operational decisions

Excellent communication and presentation skills, capable of engaging effectively with diverse stakeholder groups.

Possess excellent communication skills with a customer centric attitude, strong problem solving skills and detail oriented

Technical Skills

Category

Skills

Programming languages

Java, MVC, SQL, T-SQL, Java Script, HTML, CSS, XML, JSON, Angular JS, Python, Glide Script, AJAX, PHP, C++

Tools & Utilities

ITSM Suite, ITOM Suite, ITBM Suite

Scripting languages

Java Script, HTML5, CSS, XML, JSON, Angular JS, Typescript

Application Servers

Apache, Tomcat

Database

Oracle, MS SQL, SQL Server 2000/2005/2012, MS Access, MongoDB, Oracle 9i

Software methodologies

Waterfall, Agile, Scrum, SDLC

Operating Systems

Windows, UNIX, Linux

Protocols

TCP/IP, HTTP, FTP, SMTP, POP3

Professional Experience

DXC Technology, IL Oct 2022– Present

ServiceNow Developer

Responsibilities:

Experience working with ServiceNow's functional design requirements for CMS, Web services, virtual agents, incident management, change management, knowledge management, asset management, business management, and service catalogs, Virtual Agent, Web services, and interfaces

Oversaw the successful deployment of ServiceNow Discovery utilizing tailored patterns to maximize resource discovery and data accuracy across several public clouds, including AWS, Azure, and Google Cloud

Enhanced visibility and control by configuring ServiceNow Discovery for local data centers and managing a broad range of CIs, including servers, VCenters, and storage devices.

Led the initiative on the CMDB data model's extension and modification to meet organizational requirements, enhancing data processing and asset management capabilities.

Developed web prototypes and technological solutions, designed and executed efficient procedures inside ServiceNow, and improved client interactions and operational effectiveness

Configured email integrations, web services, and MID servers to link and synchronize external tools with ServiceNow in an easy-to-use manner, guaranteeing thorough service management

Demonstrated expertise in domain separation and ensuring robust, scalable solutions within multi-tenant ServiceNow environments

Led the design and implementation of customized ServiceNow reports and dashboards for monitoring and analyzing Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs) related to IT Change, Incident, and Problem Management processes.

Spearheaded the analysis and redesign of ITSM processes within ServiceNow, enhancing workflow automation and reducing ticket resolution time by 30%.

Collaborated with IT and business stakeholders to gather requirements and translate business needs into technical specifications for ServiceNow enhancements.

Conducted detailed business process analysis and developed use case scenarios to support the development and implementation of ServiceNow solutions.

Led the successful migration of legacy systems to ServiceNow, ensuring seamless data integration and improved system functionality without disrupting business operations.

Designed custom reports and dashboards within ServiceNow for real-time tracking of IT services metrics, significantly improving decision-making processes for management.

Facilitated training sessions for end-users on new ServiceNow features and processes, increasing user adoption rates by 25%

Adept at advancing technological solutions from conception to coding and testing while guaranteeing that they are in line with IT architecture and business requirements

Supervised the setup and personalization of the ServiceNow Project Portfolio Management (PPM) module, establishing forms, dashboards, reports, and processes to facilitate the intake and prioritizing of projects

Aimed to improve the productivity of ITBM by integrating project management operations into ServiceNow and customizing PPM and agile methodologies

Expertise in overseeing the lifecycle of software assets, from procurement to retirement, with a particular emphasis on the ServiceNow SAMPro platform

Involved creating and applying Transform Maps to generate insightful reports on software inventory usage and compliance, as well as providing training on SAMPro best practices to internal stakeholders

Led the administration of the ServiceNow instance, including CMS modifications, workflow adjustments, and the enhancement of UI components, ensuring a seamless user experience and compliance with security policies

Significant expertise in deploying and testing ServiceNow ITSM modules for testing software implementations and ServiceNow application testing

Managed the delegation of roles, configured ACLs, and customized catalog items, playing a pivotal role in the platform's scalability and security

Conducted extensive testing to verify data correctness and system integrity for ServiceNow apps, including dashboard report creation and mobile testing

Utilized Automated Test Framework (ATF) to enhance system auto testing experience in quality assurance

Demonstrating proficiency in key data tables, discovery models, software model normalization, and SCCM integration

Led ServiceNow Discovery initiatives to automate IT asset identification, significantly reducing manual inventory efforts

Designed and executed numerous successful ServiceNow integration projects using eBonding, SSO, and REST APIs, enhancing platform interoperability and automating business processes across IT systems

Collaborated with stakeholders to customize ServiceNow solutions, ensuring alignment with organizational needs and ITOM best practices

Conducted user acceptance testing and training, ensuring effective adoption of ServiceNow ITOM solutions by IT teams

Set up SAML 2.0 for Single Sign On and integrated with IDM user Database to get users into ServiceNow

Led the end-to-end implementation of the ServiceNow EO&T application, from initial design to final deployment, enhancing the IT onboarding process and ensuring alignment with specific client requirements

Implementation of the ServiceNow HR Service Delivery (HRSD) module, enhancing HR operational efficiency by automating key processes such as onboarding, off-boarding, and employee case management

Configured the Employee Service Center to significantly improve the employee experience by providing a unified portal for HR services

Created, maintained, and improved HR Operations standard operating procedures with a focus on innovation, streamlining, and automation of processes

Integrated with HR Workday to Import and Update the Corporate user information In ServiceNow

Customized the custom applications using client scripts, business rules and AJAX calls

Performing upgrade activities like testing and fixing defects during upgrade process.

Designing and architecting phase 1 Service Portal implementation. Used Widget editor tool to write scripts in designing the portal using Angular JS, HTML5, CSS3, Java Script

Configured dedicated MID server by creating the credentials required for Server user, downloaded, and installed the MID server, mapped it to the instance

Involved in the integration of SailPoint with ServiceNow to monitor the users and their activities

Created and modified the orchestration workflows to perform ON-Boarding and OFF-Boarding users

Worked on SOAP integration with external applications to update data, create incidents through restricted access to the desired tables using Access Control Lists

Implemented automated server provisioning from service catalog with external tool CMP via REST based integration

Created Record producers based on the customer requirement

Handled inbound SOAP request by providing the required WSDL and gave authentication by creating the required role to access the table record

Performing migration activities Dev to QA, QA to Prod

Designing, configuring, and customizing new applications and modules

Assisted in troubleshooting patch / release management issues

Involved in testing ServiceNow applications by writing test scripts, forms, and reports for correct mapping of the objects and data correctness

Specialized in ServiceNow development, focusing on enhancing IT service management and operations within an agile (SAFe, Scrum, Kanban) framework

Walmart, AZ Jun 2019– Sep 2022

ServiceNow Developer

Responsibilities:

Involved in Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge

Responsible for Creation of Applications, Modules, tables, and Columns as per the requirement specification in Service Now

Played a key role in relational database management, integrating Oracle and MS SQL databases with ServiceNow, facilitating advanced data analysis and reporting.

Built custom workflows for IT Project portfolio management (PPM), budgeting, IT demand management, and Resource capacity planning.

Managed daily ITSM operations under the ITIL V3 framework, improving process adherence and efficiency across the organization.

Played a key role in the ITIL maturity assessment projects, which highlighted critical areas for process enhancement and led to significant service quality improvements.

Utilized Java Scripting in Business Rules, Client scripts, UI Policies, and UI Actions to deliver solutions that automate and audit business processes to customize the instance as per Business needs

Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests

Responsible for gathering requirements and customizing Business Service Catalogs

Worked on various modules of Oracle E-Business suite such as Customer Relationship Management (CRM), Project Portfolio Management (PPM), Financial Management, and Supply Chain Management (SCM) to ensure all business needs are met and extended the value of software investment

Skilled in reviewing ServiceNow Logs and remediating SAM Pro errors, maintaining high system integrity and reliability

Managed the configuration and deployment of the ServiceNow EO&T application, significantly improving IT onboarding efficiency and user satisfaction through effective team leadership and thorough testing and training phases.

Spearheaded ServiceNow HR Service Delivery projects, guiding all stages from initial requirement gathering and system design to testing and final deployment.

Applied Agile deployment methodologies to ensure project deliverables were met on time and within budget, while adapting quickly to any changes or additional requirements.

Worked closely with the HR business team to independently manage project workflows, ensuring solutions fully aligned with strategic HR objectives.

Integrated GEN AI capabilities into ServiceNow HR Service Delivery projects, enhancing decision-making and operational efficiency through intelligent automation and predictive analytics.

Led the implementation of AI-driven tools to automate routine HR tasks and improve the employee experience, resulting in increased productivity and satisfaction.

Pioneered the use of GEN AI to analyze HR data, providing actionable insights that informed strategic HR initiatives and policy adjustments.

Advanced skills in configuring and utilizing the APM module for optimal application performance monitoring and management, along with a thorough understanding of the Common Service Data Model (CSDM) to enhance IT service and asset management.

Integrated ServiceNow with external platforms using REST and SOAP APIs, emphasizing experience in system integrations and data flow management

Creation of technical, functional specification documents as per the requirements

Configuring the SLAs for various ITIL processes in Service Now

Customizing the forms and form design for the ITIL processes used across the firm

Creation of update sets, export the update sets, retrieve the update sets, migration of changes from one instance to another using update sets

Worked on creating users, roles, groups and configured LDAP Server and LDAP Listener for updating the user and group table record

Created Data Sources for various external applications. Used Import sets and Transform maps to import data into ServiceNow.

Managed and developed ServiceNow applications for major clients in the banking sector, focusing on automation, data integrity, and compliance with financial regulations and security standards.

Performed Top-down approach in Discovery to obtain all the devices and their relations

Designed Workflows, along with standard Workflow templates which can be reused

Collaborate with cross-functional teams to ensure seamless integration of ServiceNow SecOps with other ITSM modules, such as Incident Management, Change Management, and Configuration Management.

Involved in regression testing during the upgrade of the instance and performed quality assurance testing and user acceptance testing

Created various SLA’s as per client requirement with the Incident Management applications

Managed and coordinated activities during the overall ticket life cycle in Incident and Problem Management.

Used business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives

Accenture, India Oct 2015– Dec 2017

ServiceNow Administrator/Developer

Responsibilities:

Supporting a newly implemented platform and maintenance of environments

Responsible for code migration via update sets from non-production environments to production environments in a bi-weekly release cycle

Participated in Regression testing and resolving issues during the upgrade of the instance from Fuji to Helsinki.

Developed Service catalog which includes creating new catalog items, designing workflows and execution plans

Interacted with Stakeholders, Users, Customers for gathering requirements to arrive at design solution

Worked on Modules of ServiceNow like Incident Management, Change Management, Service Catalog, and Reporting

Worked on JDBC Extracts, SQL queries, Data sources, external connectivity using SN data source, Web services, Email integrations, LDAP etc

Enhanced the UI Appearance of catalog items by using Jelly scripting within UI Macros and adding contextual information on each item

Worked on Order Guides to make it easier for the user to raise a request

Assisting the user groups and other teams with configuring reports and creating new homepages for easy access to the end users

Created customized ServiceNow widgets using Angular JS, HTML & CSS

Worked on integration of LDAP, TIBCO using SOAP web services

Created event-based notifications for standard actions/updates on tickets

Creation of new custom roles and configuring ACLs for restricting access to unauthorized users/groups

Re-designed workflows using Graphical Workflow editor to make the complex workflows into simpler form

Supporting inbound SOAP integrations with custom applications within ServiceNow

Maintenance/Cleanup of existing data on - User Accounts, Approvers and Support Groups

Designing, configuring, and customizing new applications and modules

Assisted in troubleshooting patch / release management issues

Participation in the knowledge base lifecycle process and its implementation

Created knowledge articles to publish them for user assistance

Created new metrics on incidents to help reporting for users

Writing Business Rules, Client scripts, UI Policies, and UI Actions to customize the instance as per Business Needs

Volio Technologies Ltd., India Jul 2013– Sep 2015

Java/SQL Developer

Responsibilities:

Proficient in front-end and back-end technologies, including Java, SQL, HTML, CSS, JavaScript, and jQuery

Developed SQL queries and engaged in back-end development, laying a strong foundation in Oracle SQL database development

Designed consumer-friendly UIs, showcasing early experience in creating visual concepts and designing layouts

Developed CSS based page layouts that are cross-browser compatible and standards-compliant

Collaborating with senior web developers and Business analysts to gather technical requirements

Specialized expertise in frameworks such as Spring Framework and Hibernate

Strong version control skills using Git and SVN

Worked in team to create consumer friendly UIs

Fixed bugs in code and deploying Web applications to different environments

collaborative team player, adept at analyzing requirements and troubleshooting issues

Performed Client-Side validations using Java Script

Participated in regular team meetings, planning and design sessions for technical development of the organization

Supporting customer issue resolution by investigating issues and determining product changes required to resolve the issues

Developed SQL Queries to interact with Oracle database

Used MS Excel, MS Word, and MS PowerPoint to develop reporting and analyze data

Detail-oriented problem solver, ensuring high-quality, scalable solutions in application development

Certifications

Certified ServiceNow Application Developer (CAD)

Certified ServiceNow Administrator.

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

Certified HR Service Delivery (HRSD) Implementation Specialist

Certified ITIL V4 Foundation.

Education

Master's in Computer Science, Western Illinois University, IL

Bachelor's in Computer Science, India

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