Asset Management Portfolio

CHANDAN MULLAPUDI

******************@*****.*** +1-173******** https://www.linkedin.com/in/chandan-mullapudi/

Looking for C2C

PROFESSIONAL SUMMARY:

•With 9+ years of IT industry experience, specializing in ITSM, ITBM, ITOM, HRSD frameworks, requirements gathering, and both technical and design documentation.

•Proficient in various ServiceNow IT services, including Service Catalog Request, Asset Management, Configuration Management, Administration, Incident and Problem Management, Knowledge Management, Reporting, and Web Services Integration.

•Extensive experience in configuring and customizing ServiceNow features like UI actions, UI policies, Business rules, Data policies, and Client scripts.

•In-depth knowledge of ITBM implementations, including Project Portfolio Management (PPM) and Application Portfolio Management (APM).

•Designed and implemented workflows for various Service Catalog items and managed end-to-end Service Catalog processes.

•Skilled in integrating third-party applications using REST API and SOAP/REST integration.

•Configured and managed Discovery, Orchestration, and CMDB, with experience in integrating these modules with external systems.

•Developed UI Pages, UI Actions, Script Includes, Business Rules, and Client Scripts using Jelly, Glide, and JavaScript.

•Provided daily support and maintenance of ServiceNow, including scripting, configuration, customization, integrations, and administration.

•Configured Event Management (ITOM) and implemented system security using Access Control Lists (ACL).

•Experience in managing Update Sets, writing complex transform scripts, and generating scheduled reports and gauges.

•Strong development skills in HTML5, CSS3, JavaScript, and various JavaScript frameworks, with a focus on building responsive web solutions.

•Involved in gathering business requirements, interacting with users, and understanding existing functionalities to deliver effective solutions.

•Experience in implementing ITSM, ITOM, HRSD, and Asset Management modules, including end-to-end processes for Service Catalog, Incident Management, Configuration & Asset Management, Change Management, and Release Management

•Proficient in integrating ServiceNow with external systems like Jira and Tableau for enhanced data synchronization and reporting.

TECHNICAL SKILLS:

ITSM TOOLS

Incident Management, Change Management, Problem Management, Service Catalog, Service Level Management, CMDB, Data Loading, Start Now, On Call Scheduling, New Call, Web Services, ODBC Connectivity, Business Rules UI Policies, Schedules Jobs/Reporting, REST, SOAP, BASIC, O AUTH 2.0, Unit Testing

SERVICENOW MODULES

ITOM, ITBM, ITOM, ITAM, HRSD, SPM, SecOps, Event Management, Performance Analytics (KPI’s)

LANGUAGES

Java, SQL, PL/SQL, C, C++

SCRIPTING LANGUAGES

JavaScript, Jelly Script, HTML, CSS, AJAX, XML, JSON, J Query, Angular

SERVICENOW VERSIONS

Calgary, Eureka, Geneva, Helsinki, Istanbul, Kingston, London, Madrid, New York, Paris, Rome, San Diego, Tokyo, Vancouver, Washington.

DATABASE TOOLS

Oracle 9i/10g/11g, SQL Server 2000/2005/2012, MySQL 5.0/4.1, MS Access, DB2.

OPERATING SYSTEMS

Windows, Unix, Linux.

SOFTWARE METHODOLOGIES

Agile, SDLC, Waterfall, Scrum, ITIL.

REPORTING TOOLS

Tableau, JIRA

CERTIFICATIONS:

•ServiceNow Certified System Administrator (CSA)

•ServiceNow Certified Application Developer (CAD)

•Micro-Certification - Welcome to ServiceNow

•Micro-Certification - Agile Development 2.0 Simulator

•Micro-Certification-Flow Designer

•Micro-Certification-Predictive Intelligence

•Micro-Certification-Integration

•Micro-Certification-Virtual Agent

•Micro-Certification - Automated Test Framework

PROFESSIONAL EXPERIENCE:

GRAINGER, IL, ServiceNow Developer/Administrator Oct 2022 – Jan 2025

•Developed and customized workflows for Incident, Problem, Change, Knowledge, and Asset Management, ensuring seamless integration with ITIL processes and improved operational efficiency.

•Created and maintained service catalog items and requests using variables, UI policies, and workflows to enhance user experience.

•Implemented and customized notifications to ensure stakeholders receive timely updates across ITSM modules.

•Configured access control policies (ACLs) to ensure proper data security and user access rights.

•Created custom dashboards to track KPIs across ITSM, ITOM enabling real-time monitoring and data-driven decision-making.

•Led infrastructure upgrades for ServiceNow ITOM and SACM modules, ensuring all designs complied with ITIL standards and minimized downtime.

•Optimized ServiceNow Discovery processes, achieving 85–90% automation in asset discovery and CMDB population, reducing manual tracking efforts and improving accuracy.

•Integrated Discovery with third-party monitoring tools and automated real-time asset visibility, supporting a unified IT asset management strategy.

•Developed Service Mapping to provide a visual representation of IT services and dependencies, improving incident and change management.

•Enhanced CMDB data integrity and alignment with CSDM principles, enabling more reliable service delivery and reporting.

•Defined enterprise-wide SACM frameworks and workflows, ensuring seamless integration with ITIL standards and compliance with platform governance policies.

•Collaborated with IT Service Engineering and infrastructure teams to deliver ITOM and SACM initiatives, ensuring smooth platform integration and adoption.

•Configured and deployed ServiceNow HAM Pro in enterprise environments, ensuring seamless management of hardware assets across multiple business units and markets.

•Streamlined asset management processes using HAM Pro, driving a 20% improvement in asset utilization and reducing lifecycle management errors.

•Established end-to-end hardware lifecycle processes, improving asset utilization by 30% and reducing waste.

•Improved real-time asset visibility by integrating ServiceNow Discovery with HAM, reducing audit discrepancies by 25%.

•Integrated SAM Pro with ITSM and CMDB to provide a unified platform for IT asset and service management.

•Implemented and optimized Software Asset Management (SAM Pro) across enterprise environments, ensuring compliance, cost efficiency, and license optimization.

•Developed workflows for Business Impact Analysis (BIA), Risk Assessments, and Plan Management to streamline BCM processes.

•Automated the creation, review, and approval workflows for Business Continuity Plans (BCPs), ensuring they are aligned with compliance and regulatory standards.

•Provided insights to stakeholders through performance analytics, highlighting areas for improvement in business resilience.

•Negotiated software contracts with key vendors, achieving 20% cost savings through optimized license utilization and demand planning.

•Developed reusable widgets and components using ServiceNow UI frameworks, ensuring consistent design patterns and development efficiency.

•Implemented personalized content, role-based access control, and dynamic data filters to enhance portal usability and automate routine processes.

•Designed and deployed predictive models to prevent system outages and decrease downtime by 25%.

•Enhanced incident resolution efficiency by 35% using intelligent analytics and automated workflows.

•Collaborated with HR, IT, and Finance teams to gather requirements, document workflows, and deliver solutions aligned with stakeholder needs, ensuring effective communication and management of expectations.

ABBVIE, IL, ServiceNow Developer/Administrator May 2019 – August 2022

•Assessed client processes and tools, gathered requirements, and configured the ServiceNow platform to meet business needs.

•Worked on modules like Incident, Change, Problem, Service Catalog, User Administration, Reporting, Discovery, ITBM, and HR modules.

•Designed front-end forms, client scripts, UI policies, and workflows with advanced customizations using UI Pages, Macros, and Apache Jelly.

•Managed the CMDB and Asset Management by configuring Discovery and Service Mapping for automated data reconciliation and accurate IT infrastructure visibility.

•Achieved 85% alignment of discovered assets with actual infrastructure and reduced configuration errors by 30%.

•Integrate ServiceNow HRSD with third-party tools to ensure seamless data flow for payroll, benefits, and IT provisioning.

•Develop automated workflows for onboarding and offboarding, integrating with systems such as Active Directory, Workday, or SuccessFactors.

•Design and deliver dashboards and reports to monitor KPIs, such as case resolution time, onboarding efficiency, and employee satisfaction.

•Leverage analytics to recommend continuous improvements for HR processes.

•Designed and implemented workflows for Business Impact Analysis (BIA) to assess the criticality of business functions and their dependencies.

•Automated the scoring and prioritization of business processes based on recovery time objectives (RTO) and recovery point objectives (RPO).

•Customized the BCM module to facilitate effective crisis management, linking it with Event Management for real-time monitoring of disruptions.

•Automated software and hardware asset management workflows for procurement, deployment, maintenance, and retirement processes.

•Leveraged ServiceNow HAM Pro functionalities to manage the asset lifecycle across multiple business units, ensuring efficient asset tracking, compliance, and optimization.

•Led the deployment of HAM Pro to manage and track hardware assets throughout their lifecycle, ensuring data accuracy and efficient utilization.

•Applied best practices for each lifecycle state, ensuring alignment with organizational goals and compliance requirements.

•Managed the software lifecycle, from procurement and deployment to retirement, ensuring alignment with organizational policies.

•Integrated SAM Pro with third-party software tools and systems to centralize software usage data, ensuring seamless data synchronization and accuracy.

•Utilized SAM Pro to automate software asset management processes, including discovery, normalization, compliance tracking, and software license optimization.

•Implemented and optimized the Common Services Data Model (CSDM) in ServiceNow to improve data accuracy, service mapping, and dependency tracking.

•Designed and implemented Service Asset and Configuration Management (SACM) processes to ensure seamless management of IT assets and configuration items across the enterprise.

•Integrated the SACM module with external asset management systems, enabling seamless synchronization of asset and configuration data.

•Implemented ITOM and ITSM applications using ITIL best practices, ensuring proper SLA configuration, system reliability, and downtime reduction.

•Designed and deployed AI/PI models for predictive ticket categorization, reducing manual efforts by 30% and improving resolution times.

•Created and automated test suites using ATF, integrated with CI/CD pipelines for regression testing, ensuring reliable deployments.

•Developed intuitive portals and interfaces aligned with organizational branding, optimizing navigation structures for ease of use.

•Worked with UX/UI teams to enhance HR service interfaces and implemented SSO and identity management for secure and seamless access.

•Delivered training, platform adoption guidance, and best practices for ITOM/ITSM modules, ensuring customer success and satisfaction.

FOOTLOCKER, PA, ServiceNow Developer/Administrator October 2018 – April 2019

•Created and configured service catalog items with dynamic fields, order guides, and record producers to improve request fulfillment and user experience.

•Designed and optimized service catalog workflows with automated approvals, ensuring compliance with organizational policies.

•Enhanced the UI for catalog requests using UI Policies and scripts for a user-friendly experience.

•Configured and managed ITSM modules: Incident, Problem, Change, Knowledge, Service Catalog, and Configuration Management.

•Implemented CMDB integrations using REST web services, business rules, and import sets for accurate configuration data.

•Conducted regular CMDB audits to maintain the integrity of configuration item data and compliance with regulatory standards.

•Defined and enforced CMDB governance policies, achieving 95% compliance with the Common Services Data Model (CSDM) and ensuring accurate CI relationships.

•Installed and configured MID Servers to support distributed architecture and improve integrations.

•Developed ServiceNow Incident-Jira integration using REST APIs to synchronize data.

•Configured email notifications and automated incident creation via email actions for effective communication.

•Developed custom workflows and automation scripts within HAM Pro and SAM Pro to enhance lifecycle management and reduce manual intervention.

•Improved real-time asset visibility by integrating ServiceNow Discovery with HAM, reducing audit discrepancies by 25%.

•Collaborated with cross-functional teams to align HAM and SAM Pro initiatives with organizational policies and ITIL standards.

•Monitored and optimized asset lifecycle KPIs to achieve measurable improvements in asset performance and lifecycle state transitions.

• Automated routine IT service tasks using AI-driven workflows, reducing human intervention by 50% and improving ticket resolution by 25%.

•Conducted UAT sessions, usability studies, and A/B testing to ensure the portal met evolving user and business requirements.

•Designed intuitive portals with role-based access, UI elements (headers, icons), and clear visual hierarchies to improve clarity and user experience.

•Created reports, dashboards for data visualization, enabling stakeholders to make informed, data-driven decisions.

•Monitored system performance, provided detailed statistics and reports, and conducted performance audits to optimize system usage and identify areas for improvement.

•Ensured security compliance by implementing role-based access controls, data encryption, and aligning with privacy standards like GDPR and HIPAA.

KPMG, Bangalore, ServiceNow Developer/Administrator June 2013 – Nov 2016

•Customized user interfaces for forms, lists, and UI actions to improve usability and user experience.

•Configured ServiceNow Application UI, workflows, and import sets to align with organizational requirements.

•Developed Service Catalog components (Request Items, Order Guides, and Record Producers) with workflows for approvals and task assignments to meet client needs.

•Implemented and managed ITIL processes, including Incident Management, Problem Management, Change Management, Service Catalog, and Configuration Management.

•Configured SLAs for incident, problem, and change management processes to ensure compliance with service delivery standards.

•Monitored system logs and performance dashboards to analyze system activities (workflows, configurations, email, events, and upgrades) for system stability.

•Developed reports and metrics to support data-driven decision-making for executive management.

•Supported Gateway interfaces between ITAM, ITSM, CMDB, and other systems for accurate data synchronization.

•Created data fix scripts and performed root cause analysis to resolve data corruption issues.

•Collaborated with stakeholders and coordinated with offshore teams to resolve daily issues and ensure smooth operations.

•Participated in regular client meetings (daily, weekly, and monthly) to discuss progress about the Performance metrics that align with future goals.

•Configured and deployed ServiceNow HAM Pro in enterprise environments, ensuring seamless management of hardware assets across multiple business units and markets.

•Improved real-time asset visibility by integrating ServiceNow Discovery with HAM, reducing audit discrepancies by 25%.

•Provided technical guidance for implementing ServiceNow in alignment with ITSM and ITAM best practices.

•Served as a consultant during pre- and post-installation phases, enhancing platform effectiveness and client satisfaction.

EDUCATION:

Indiana Wesleyan University, DeVoe School of Business January 2017 – June 2018

Masters in management & information systems

SRM University, Chennai, Tamil Nadu June 2009 – May 2013

Bachelors in Computer Science Engineering

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