Customer Service Delivery
Resume:
Looking for C*C
SANTOSH SAI GOPANABOINA
***********.***@*****.***
SUMMARY:
Around 9+ years of professional experience as ServiceNow Software Developer, Implementation Specialist & Administrator and have experience in IT Service Delivery, ITOM, HRSD, CMDB, ITBM, SecOps and ITOM Suite, quality management systems and project life cycle processes.
Demonstrated versatility in ServiceNow administration, effectively managing system configurations, module-specific functionalities, and back-end maintenance tasks to optimize platform performance.
Developed and maintained a comprehensive service catalog within ServiceNow, ensuring clarity in available services and streamlined request processes.
Designed and developed custom ServiceNow Service Portal pages, widgets, and components using HTML, CSS, JavaScript, and ServiceNow scripting, ensuring seamless user experiences.
Developed solutions using web services, SOAP, JavaScript, and other web technologies to integrate Service now with internal/external systems and tools.
Developed and executed test scripts for upgrade testing, ensuring comprehensive coverage of functionalities and smooth system operation post-upgrade, with zero critical incidents reported.
Refined requirements and performed integrations with the ServiceNow Integration Hub and web services using SOAP or REST.
Implemented and configured the ServiceNow Customer Service Management (CSM) module to streamline customer service processes, enhance user experience, and improve service delivery.
Ensured adherence to ServiceNow coding standards and guidelines, maintaining high-quality development practices across the Service Portal ecosystem.
Led the design, development, testing, and deployment of ServiceNow Service Portal solutions for multiple customers, supporting smooth platform go-lives.
Managed Discovery Schedules and maintained IRE Rules for multiple data sources, ensuring consistent and reliable data ingestion.
Integrated problem management with JIRA, enabling efficient bug tracking and end-to-end lifecycle management using business rules and UI actions.
Experienced in accurately documenting programming logic, code changes, and system configurations to facilitate collaboration among team members and ensure compliance with organizational standards.
Proficient in multiple programming languages, including JavaScript and Glide Script, with a focus on writing efficient, scalable, and maintainable code for ServiceNow applications.
Created custom UI components using UI Builder to enhance the look and feel of ServiceNow applications.
Integrated Angular applications with backend APIs and services, facilitating data exchange and real-time updates through RESTful interfaces and WebSocket protocols.
Automated the end-to-end lifecycle for software, hardware, and cloud assets on one platform using ITAM.
Implementation of HR Service Delivery (HRSD), covering everything from HR case and knowledge management to HR profiles, Centers of Excellence (COE), topic details, categories, HR services, templates, records producers, catalog items, workflows, and lifecycle events.
CERTIFICATIONS:
•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
•ServiceNow Certified System Administrator (CSA)
•ServiceNow Certified Application Developer (CAD)
SKILLS:
ServiceNow: ITSM, ITOM, ATF, Performance Analytics, Vulnerability Response.
Other: HTML, CSS, jQuery, Angular, Bootstrap, High charts, Hopscotch, DHTMLX, SOAP, REST, JDBC, Unix/Linux
EDUCATION:
Bachelor’s in Business Administration (2014)
Master’s in Cybersecurity (2019)
Professional Experience:
Client: Meijer, MI May 2022 – Jan 2025.
Sr. ServiceNow Developer
Developed custom workflows for Incident, Problem, Change, and Knowledge Management modules, ensuring seamless integration with existing ITIL processes.
Built reusable and dynamic widgets, optimizing user interactivity and functionality within the ServiceNow platform.
Integrated ServiceNow with Archer GRC to automate risk register updates, cutting manual data entry by 60%.
Optimized OOB incident management workflows using Flow Designer, reducing MTTR by 25% across 5 service teams.
Designed, created, and modified ServiceNow applications, assisted with the rollout of new modules, and set up the application's user interface and workflow.
Developed and maintained workflows, forms, and user interfaces, enhancing user experience and operational efficiency.
Refined requirements and performed integrations with the ServiceNow Integration Hub and web services using SOAP or REST.
Designed and implemented custom branding for Service Portals, including themes, layouts, and stylesheets, to align with organizational requirements and branding standards.
Developed performance monitoring solutions to identify and resolve load-time and scalability challenges in Service Portal pages.
Integrated third-party tools and platforms into ServiceNow Service Portals, enabling seamless workflows and data visibility across systems.
Maintained comprehensive documentation of all configurations, customizations, and processes within the ServiceNow platform.
Integrated ServiceNow with external business systems via APIs and web services to streamline data flow and support end-to-end processes.
Developed custom workflows within the CSM module to automate customer service processes, ensuring efficient case handling and resolution.
Documented post-incident recovery steps to establish Root Cause, aid in process improvements, identify deviations, and enable the creation of a comprehensive Knowledge Base.
Created and maintained scripts for task and process automation within ServiceNow, reducing manual effort and increasing productivity.
Integrated and customized the Discovery module, enabling automated identification and tracking of IT assets across the organization.
Developed custom integration connectors to connect ServiceNow with various third-party applications, enhancing overall system interoperability.
Configured and maintained SPM dashboards to provide real-time insights into portfolio performance, enabling data-driven decision-making.
Integrated Angular applications with backend APIs and services, facilitating data exchange and real-time updates through RESTful interfaces.
Implemented software asset management (SAM) modules to monitor and optimize software usage, ensuring compliance with licensing agreements.
Hands-on experience in developing, scripting, and integrating SAM solutions for Microsoft and Adobe SaaS applications, leveraging out-of-the-box (OOTB) features and custom configurations.
End-to-end understanding of SAM OOTB processes, including software discovery, normalization, license reconciliation, and audit management.
Implemented data integration solutions through APIs and multisource discovery methods, enabling seamless information exchange between disparate systems.
Developed and customized ServiceNow CSM modules to meet business requirements, leveraging best practices and industry standards.
Led the implementation of ServiceNow CSM module for a major client, including requirements gathering, solution design, configuration, and testing.
Built relationship mappings in ServiceNow CMDB with Discovery Tools and Service Mapping in serving ServiceNow modules including ITOM, Hardware Asset, Virtual Agent, Change, Problem, Certificate, Incident etc.
Experience integrating DevOps and CI/CD pipelines with ServiceNow to ensure continuous delivery and development efficiency.
Client: UC Davis Health, CA Jan 2020 – April 2022
ServiceNow Developer
Partnered with clients to assess existing processes and tools, defined ServiceNow requirements, and developed and configured the ServiceNow platform accordingly.
Configured the ServiceNow Customer Service Portal to provide a user-friendly interface for customers to submit and track their cases, enhancing customer satisfaction and engagement.
Built interactive and dynamic Service Portal pages, integrating advanced JavaScript frameworks to enhance interactivity and responsiveness.
Customized Service Mapping to accurately model complex, multi-tier applications and services, improving incident resolution times.
Built REST API integrations between ServiceNow and Splunk/SolarWinds for unified monitoring dashboards.
Developed custom MID Server configurations to ingest data from 12 legacy systems into ServiceNow CMDB.
Configured Authority Document mappings for GDPR/CCPA, achieving 100% compliance during external audits via automated evidence collection.
Experienced in building and leading ITAM teams, providing mentorship and guidance to junior analysts while managing cross-functional collaboration with finance, procurement, and IT departments.
Developed and implemented service continuity plans to ensure minimal disruption during major incidents, maintaining business operations.
Performed IT Asset Management (ITAM) activities that include maturity assessments, gap analysis, process improvements, and implementation.
Experienced in execution of discovery tool and data integrations with the Configuration Management Database (CMDB) and other relevant inventory systems within the IT Asset Management (ITAM) ecosystem, fostering data consistency and accessibility.
Led end-to-end TPRM implementations for 75+ vendors, integrating ServiceNow with Tenable/Nessus for real-time vulnerability monitoring.
Configured Event Management to automate the detection and resolution of IT issues, reducing downtime and enhancing system reliability.
Configured and customized Project Portfolio Management (PPM) to track project progress, resource allocation, and financials, aligning with business objectives.
Proficient in ServiceNow Discovery and Service Mapping, specializing in the establishment of comprehensive CMDB (Configuration Management Database) and ITAM using both the Top to Bottom and Bottom to Top methodologies.
Implemented Single Sign-On (SSO) using SAML 2.0 and other protocols to provide a seamless and secure login experience across multiple applications, reducing the need for multiple credentials.
Proficient in ServiceNow Flow Designer, Orchestration, and Automated Test Framework (ATF), automating processes and streamlining workflows.
Coordinated with security teams to enforce multi-factor authentication (MFA) through SSO, enhancing the overall security posture of the organization.
Integrated problem management with JIRA, enabling efficient bug tracking and end-to-end lifecycle management using business rules and UI actions.
Configured Service Level Agreements (SLAs) within ServiceNow to ensure that tickets generated by Splunk were handled promptly and met established response and resolution times.
Integrated ServiceNow with other healthcare systems and tools to centralize data and streamline operational workflows.
Client: Intergraph, India Oct 2016 -Aug 2018
ServiceNow Developer
Monitored system logs to track and analyze system activities, including workflow, configuration, transactions, email, events, and upgrades, to ensure system stability and performance.
Provided strategic and technical guidance for designing and supporting ServiceNow in alignment with ITSM and ITAM best practices, enhancing the overall effectiveness of the platform.
Designed dynamic client-side JavaScript codes to simulate process for web application, page navigation and form validation and developed JavaScript code for pop-up screens and page functionality.
Provided application support for the configuration of platform capabilities to include Knowledge Management, ServiceRequest Management, and Service Portal.
Oversaw development team performance, providing mentorship on various processes and fostering professional growth among team members.
Served as a consultant for pre- and post-installation phases, implementing ITIL best practices for the ServiceNow ITSM platform to enhance system effectiveness and client satisfaction.
Created data fix scripts to address data corruption issues and performed root cause analysis to resolve underlying problems and prevent recurrence.
Performed technical research as it relates to application modification methodologies, strategies, and design and engaged with product engineering and support teams to troubleshoot issues and any planned activities.
Supervised the change and release management procedures to reduce service interruptions while implementing updates and modifications.
Recorded all ServiceNow settings, modifications, and procedures to uphold a transparent record and ease the transfer of knowledge.
Performed testing to verify the validity of LDAP integration, identified and resolved issues, and confirmed the seamless operation of LDAP related features within the ServiceNow platform.
Client: Iris Info, India June 2014 - Oct 2016
ServiceNow Developer
Collaborated with business users to define, analyze, and understand technical requirements, developed, and maintained system architecture and design documentation.
Designed Workflows and worked on CMDB and Asset Management, Service Catalog, Workflow Design and Configurations.
Led the implementation of Software Asset Management (SAM) processes to track, manage, and optimize software licenses, ensuring compliance with licensing agreements and reducing software audit risks.
Implemented automated alerts and reporting for software license expirations and renewals, maintaining compliance and optimizing software spend.
Developed workflows to automate the discovery, normalization, and reconciliation of software assets, integrating with existing ITSM and CMDB processes for comprehensive asset management.
Managed Hardware Asset Management (HAM) by developing asset lifecycle workflows to automate processes such as procurement, deployment, maintenance, and retirement of IT assets.
Configured dashboards and reports within HAM to provide insights into asset utilization, depreciation, and lifecycle status, supporting strategic asset management decisions.
Collaborated with Technology ServiceDesk and Service Management to evaluate requests to change, customize, and configure service now.
Connected ServiceNow with VMware CMP for VM provisioning and the creation of Configuration Items (CI) in the Configuration Management Database (CMDB) along with their associations.
Collaborated in an Agile development environment, participating in sprints and delivering ITSM enhancements.
Connected ServiceNow with threat intelligence sources to actively detect and react to security threats in advance.
Implemented and tailored the ServiceNow Security Incident Response module to improve the identification and management of security incidents.
Effectively managed Service Level Agreements (SLAs), ensuring service delivery met established targets.
Contact this candidate