Asset Management Servicenow Developer

Name : Prathima Chigullapally

Phone: 432-***-**** Looking for C2C

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

ServiceNow Developer / Administrator

SUMMARY PROFESSIONAL:

9+ years of experience in ServiceNow development, administration, and implementation, specializing in ITAM, ITOM, ITBM, GRC, IRM, HRSD, CMDB, SAM, HAM, BCM, SecOps, AIOps, ATF, APP ENGINE, and GEN AI.

Expertise in IT Asset Management (ITAM), implementing SAM and HAM to streamline asset lifecycle tracking, compliance enforcement, and cost optimization.

Strong knowledge of IT Operations Management (ITOM), with experience in Discovery, Service Mapping, Event Management, and Hybrid Cloud Monitoring (AWS, Azure) to enhance visibility, automation, and operational efficiency.

Extensive experience in CMDB architecture, CSDM alignment, and CI normalization, ensuring data integrity, automated CI updates, and relationship mapping across ITSM, ITOM, and ITBM.

Skilled in GRC and IRM, automating risk assessments, compliance tracking, and audit management, aligned with ISO 27001, HIPAA, GDPR, and NIST regulations.

Hands-on expertise in Business Continuity Management (BCM), implementing risk assessment workflows, disaster recovery strategies, and compliance automation to strengthen IT resilience.

Proficient in SecOps, including Threat Intelligence, Vulnerability Response, and Security Incident Management, integrating with SIEM tools (Splunk, Qualys, Tenable, Big Panda) for proactive security operations.

Strong experience with Generative AI (GEN AI), Predictive Intelligence, and AIOps, leveraging AI-driven automation to reduce incident resolution time and improve service efficiency.

Expert in ServiceNow App Engine, developing low-code applications to automate workflows, improve process efficiency, and reduce manual effort.

Proficient in REST/SOAP APIs, Integration Hub, ETL pipelines, and MID Servers, ensuring seamless data synchronization across enterprise applications.

Skilled in JavaScript, Glide APIs (GlideRecord, GlideForm), HTML, CSS, AngularJS, React, and Node.js, enhancing ServiceNow customization and user experience.

Experienced in Automated Test Framework (ATF), Selenium, and Cypress, ensuring regression testing, platform stability, and seamless ServiceNow upgrades.

Strong background in ITIL best practices, implementing Incident, Problem, Change, Service Request, and Knowledge Management workflows to improve service delivery and SLA adherence.

Certified ServiceNow System Administrator, Application Developer, and Implementation Specialist (CIS-ITSM, CIS-Discovery, CIS-GRC, CAD), ensuring governance, compliance, and platform performance.

Expertise in dashboard development with Performance Analytics, providing real-time insights into ITSM, ITOM, GRC, APM, and CMDB health metrics for data-driven decision-making.

Experienced in end-to-end ServiceNow implementations, following SDLC and Agile methodologies, from requirement gathering to post-production support.

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

Automation & Workflows: ATF, Incident, Problem, Change, Request, SLA, Asset Lifecycle, Risk & Compliance Automation

Integrations & Cloud: REST/SOAP APIs, Integration Hub, MID Server, LDAP, JIRA, Workday, SAP, AWS, Azure, GCP, Kafka, BigPanda, Splunk, Qualys

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, Agile (Scrum), SDLC, UAT, JIRA, ServiceNow Best Practices

CERTIFICATIONS:

Delta Certified Vancouver System Administrator

Certified Administrator

ServiceNow Certified Implementation Specialist –ITSM (CIS- ITSM)

Certified Implementation Specialist – ITOM (CIS-ITOM)

Certified Implementation Specialist – Customer Service Management (CIS-CSM)

EDUCATION:

Masters:

University: Western Illinois University

Bachelor’s:

University: Jawaharlal Nehru Technological University

PROFESSIONAL EXPERIENCE:

ServiceNow Developer / Administrator

BCBSM, Michigan

Nov 2023 – Present

Configured and optimized ITOM processes, including Discovery, Service Mapping, and Event Management, to improve visibility, automation, and control over hybrid IT and cloud environments.

Automated SAM (Software Asset Management) and HAM (Hardware Asset Management) workflows to streamline asset lifecycle management, ensuring compliance and cost optimization.

Implemented Business Continuity Management (BCM) strategies for disaster recovery planning and uninterrupted service availability. Developed Performance Analytics dashboards to monitor SLA adherence and IT service performance in real-time.

Integrated ITBM modules to optimize project portfolio management and resource allocation, improving overall business alignment. Maintained CMDB with CSDM compliance, ensuring accurate asset and service records.

Automated ITSM workflows (Incident, Problem, and Change Management) using AIOps and Predictive Intelligence, reducing incident resolution time and system downtime.

Integrated GRC (Governance, Risk, and Compliance) and IRM (Integrated Risk Management) modules to automate compliance tracking, risk mitigation, and regulatory reporting. Enhanced user experience by implementing Now Assist and Employee Center Pro, improving resolution time by 30%.

Developed ATF (Automated Test Framework) test cases to validate workflows and ensure code integrity. Automated CMDB configuration data imports using ETL tools, ensuring compliance with CSDM standards.

Designed and implemented HRSD solutions for employee lifecycle automation, including onboarding, offboarding, and workforce management. Leveraged Predictive Intelligence and Process Mining to optimize incident resolution and enhance service efficiency.

Developed custom applications using JavaScript to enhance business processes and system integrations. Automated ITAM workflows for improved asset tracking and integrated Vulnerability Management tools like Qualys for proactive risk assessment.

Implemented REST/SOAP API integrations to enable data synchronization and workflow automation across external systems. Developed Security Incident Response workflows to automate incident handling and resolution.

Built reusable subflows in Flow Designer to enhance workflow automation. Designed custom Service Portals using UI Builder for self-service functionalities, improving user engagement.

Utilized Glide APIs for dynamic scripting and process automation, optimizing system performance. Implemented Predictive Intelligence to automate task assignments and improve efficiency.

Configured Service Portal interfaces for intuitive user access and managed Knowledge Management workflows to foster knowledge sharing. Supported Agile sprints, ensuring timely solution delivery and platform upgrades.

Developed Power BI dashboards for real-time analytics and business insights, enabling data-driven decision-making. Implemented credential-less AWS Cloud Discovery and pattern extensions for enhanced infrastructure visibility.

Strengthened API security by implementing OAuth and API key authentication, ensuring secure integration and data protection. Integrated incident and problem management workflows with Jira, streamlining issue tracking and resolution.

Designed Security Incident Response workflows for proactive threat detection and response, integrating with Splunk for efficient security operations. Automated SLA and Business Rules enforcement, improving service delivery efficiency.

Key Achievements:

Enhanced operational efficiency by 30% through optimized ITOM processes.

Reduced manual intervention by 25% by automating SAM and HAM workflows, and minimized downtime by 20% through BCM planning.

Improved service delivery by 15% with automated ITSM workflows powered by AIOps, and accelerated project timelines by 20% through ITBM integration.

ServiceNow Developer

Abercrombie & Fitch co., Ohio

July 2021 -Oct 2023

Developed and maintained a structured CMDB, ensuring accurate asset tracking, dependency mapping, and alignment with CSDM standards for improved IT visibility.

Configured and optimized ITOM processes including Discovery, Service Mapping, and Event Management, enabling proactive monitoring and automated infrastructure tracking.

Designed and implemented Change Management workflows, integrating risk assessment, impact analysis, and approval processes to ensure controlled IT changes.

Automated ITSM workflows such as Incident, Problem, and Change Management, reducing manual intervention and improving SLA adherence.

Developed Performance Analytics dashboards to provide real-time monitoring of IT services, ensuring compliance with SLA metrics and KPI tracking.

Built and customized Service Portals, improving user experience, branding, and self-service capabilities using widgets, UI Pages, and UI Macros.

Integrated ServiceNow with third-party platforms (JIRA, Workday, SAP, Splunk, Qualys) using REST/SOAP APIs, MID Servers, and Integration Hub for seamless data exchange.

Implemented HR Service Delivery (HRSD) solutions, automating employee lifecycle processes such as onboarding, offboarding, and internal transfers.

Developed low-code applications in ServiceNow App Engine, automating manual business processes and improving operational efficiency.

Configured ITAM (SAM and HAM) workflows, ensuring efficient asset lifecycle tracking, software license compliance, and cost optimization.

Optimized Security Operations (SecOps) workflows, integrating Vulnerability Response and Security Incident Response to enhance threat mitigation and risk assessment.

Enhanced Knowledge Management processes, structuring knowledge base articles and workflows for efficient information sharing and user enablement.

Automated regression testing using ATF (Automated Test Framework), ensuring platform stability and seamless upgrades.

Key Achievements:

Reduced manual effort by 25% by automating ITAM (SAM & HAM) workflows, improving asset lifecycle tracking and ensuring regulatory compliance.

Increased operational efficiency by 30% through the implementation of automated ITOM processes, enhancing Discovery, Service Mapping, and Event Management.

Improved SLA compliance by 20% by designing custom Performance Analytics dashboards, enabling real-time service tracking and proactive issue resolution.

ServiceNow Developer / Admin

Advanced Composites, TN

Mar 2019 - June 2021

Designed and implemented ITSM capabilities in ServiceNow, developing custom workflows, business rules, and client scripts to support critical business processes.

Integrated ITSM with third-party monitoring tools, enabling automated ticket creation and reducing manual escalations for faster incident resolution.

Configured UI policies, client scripts, and notifications to improve user experience and self-service adoption within ITSM modules.

Implemented and optimized HAM Pro workflows, ensuring accurate hardware lifecycle tracking from procurement to disposal.

Automated asset tracking using barcode and RFID technologies, improving hardware inventory accuracy and minimizing discrepancies.

Streamlined stock reconciliation processes, ensuring CMDB alignment with physical inventory data for improved asset tracking.

Developed decommissioning workflows, enhancing compliance and tracking of retired hardware assets.

Implemented SAM Pro for software license management, optimizing utilization and reclamation, leading to a 20% reduction in software costs.

Led ServiceNow Discovery projects, mapping Configuration Items (CIs) across IT environments, significantly improving asset visibility and management.

Integrated BCM with CMDB, enabling automated asset tracking to support business continuity and recovery planning.

Developed Business Impact Analysis (BIA) modules, reducing recovery planning efforts by 35%.

Configured compliance tracking workflows, ensuring adherence to regulatory and internal audit requirements.

Customized ServiceNow modules through Client Scripts, UI Policies, UI Actions, Script Includes, Business Rules, workflow automation, reporting, and data imports/exports.

Enhanced vulnerability management by automating threat identification and prioritization, integrating real-time data from Qualys and Tenable.

Implemented ITBM modules, streamlining Demand, Project, and Portfolio Management, improving resource allocation and project execution.

Configured Agile Development for sprint planning and backlog tracking, increasing team efficiency and transparency by 35%.

Implemented Policy & Compliance Management, automating compliance workflows and regulatory adherence tracking.

Developed risk assessment frameworks, enabling continuous monitoring and mitigation of IT and business risks.

Integrated GRC with vulnerability management tools, automating risk scoring and remediation workflows for improved security posture.

Enhanced system capabilities through API integrations, leveraging REST APIs to connect ServiceNow with external applications for improved efficiency.

Architected CMDB structures, ensuring accurate relationships between infrastructure, applications, and business services, improving impact analysis.

Automated CI reconciliation and normalization, using MID Servers and Discovery to reduce configuration drift and maintain data consistency.

Deployed and scheduled MID Servers for automated discovery, identifying available network devices and maintaining up-to-date infrastructure insights.

Key Achievements:

Reduced software costs by 20% by optimizing SAM Pro license utilization and reclamation

Improved project execution efficiency by 35% by implementing Agile Development module for sprint planning and backlog tracking.

Reduced recovery planning efforts by 35% by developing Business Impact Analysis (BIA) modules for Business Continuity Management (BCM).

ServiceNow Developer

Apex Covantage, Hyderabad

Aug 2013– Sep 2017

Developed and automated ITSM, ITOM, and GRC workflows, enhancing service delivery, risk management, and operational efficiency across IT services.

Optimized incident management with AIOps and ITOM, enabling proactive issue detection and resolution, reducing downtime by 25%.

Implemented ITAM, SAM, and HAM workflows, ensuring efficient asset lifecycle management, compliance tracking, and cost optimization.

Customized CMDB structures to improve service and configuration tracking, aligning with CSDM standards for enhanced data accuracy and visibility.

Integrated HRSD workflows to streamline onboarding, offboarding, and employee service management, reducing manual HR efforts by 20%.

Developed Performance Analytics dashboards, providing real-time insights into IT service performance, SLA compliance, and operational KPIs.

Configured SecOps workflows, automating Security Incident Response (SIR) and Vulnerability Response (VR) to strengthen cybersecurity operations.

Developed custom applications using App Engine, automating business operations and streamlining integrations with external platforms.

Led ServiceNow instance upgrades, testing, and cloning, optimizing platform performance while maintaining compliance with best practices.

Facilitated cloud integrations, including AWS Cloud Discovery, improving infrastructure visibility across internal and cloud environments.

Enhanced Service Catalog and Self-Service Portal, implementing custom workflows, UI Policies, and Catalog Client Scripts, reducing manual intervention by 30%.

Integrated ServiceNow with external systems using REST/SOAP APIs, streamlining data exchange and further automating cross-platform workflows.

Key Achievements:

Reduced incident response time by 20% through AIOps-driven ITOM automation, improving service reliability.

Increased operational efficiency by 25% by automating ITSM workflows, minimizing manual service request handling.

Improved HR service management by 20% through HRSD workflow automation, streamlining onboarding, offboarding, and employee services.

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