Servicenow Developer Asset Management

JOYCE HARSHADA M

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

Ph No : +1-302-***-****

ServiceNow Developer

Approximately 10 years of experience as a ServiceNow Developer and Administrator, I have expertise in ServiceNow modules such as ITSM, CSM, FSM, HRSD, CMDB, and Asset Management. I am skilled in programming languages like JavaScript, Glide Script, HTML, and CSS, and have extensive experience with REST/SOAP APIs, MID Server, and third-party integrations. Proficient in tools like Flow Designer, Workflow Editor, Service Portal, and Automated Test Framework, I excel in creating workflows, catalog scripts, UI policies, and performance analytics indicators. My experience includes designing and analyzing CMDB configuration items, developing ATF for ITSM and APM workflows, and managing service automation tasks with SLAs, reporting, and integrations. Known for my adaptability, attention to detail, and problem-solving skills, I bring a strong technical foundation and collaborative approach to dynamic environments.

With comprehensive experience working with the ServiceNow platform as a Developer and Administrator.

Proficient in various ServiceNow modules, including ITSM, CSM, FSM, HRSD, CMDB, and Asset Management, ensuring efficient process management and automation.

Enhancing ServiceNow data processing capabilities by leveraging Python for advanced data transformation, analytics, and reporting, improving decision-making and insights.

Expertise in creating and managing workflows using tools like Flow Designer, Workflow Editor, and Service Portal for enhanced service delivery.

Implementing ITOM-based proactive monitoring by integrating real-time alerts with ITSM processes, enabling automated incident creation and resolution.

Configured and implemented KPI dashboards and performance analytics to measure service performance and support data-driven decision-making.

Actively supported organizational change management (OCM) to ensure smooth adoption of redesigned services, including creating training materials and conducting pilot training sessions.

Aligned IT services with ITIL® best practices, leading to improved service delivery, better SLA adherence, and

reduced operational risks.

With expertise in HRSD, including HR Case Management, Lifecycle Events, ESC, Knowledge Management, and Integrations.

Designing HR workflows, service catalogs, case routing, and automation to enhance efficiency. I am skilled in

HRSD security, RBAC, data privacy, and compliance,

Ensured CMDB health and data integrity in ServiceNow by managing Configuration Item (CI) ingestion, ETL processes, and monitoring ETL jobs for smooth data flow and accuracy.

Developed and maintained ServiceNow dashboards, providing real-time insights and ensuring accurate tracking of key performance metrics.

Worked with ServiceNow modules, optimizing Change Management, Service Catalog, and CMDB processes to maintain data consistency and compliance.

Enabling continuous risk assessment and adaptive compliance strategies by integrating GRC with Agile

methodologies and DevOps workflows.

Developing Python-based monitoring and alerting solutions integrated with ServiceNow Event Management, ensuring proactive incident response and system health tracking.

Configured IRM and GRC modules for risk frameworks, compliance workflows, and governance.

Developed and managed GRC processes for compliance and risk management, automating

Designed and implemented Employee Center Pro (ECP) to create seamless, unified employee experience across multiple departments.

Led the migration from Adobe Experience Manager (AEM) to Employee Center Pro (ECP), ensuring a smooth transition of content and functionality.

Developed an Employee Center Pro (ECP) portal with Virtual Agent, advanced search, employee profiles, and organizational chart integration.

Collaborated with customers to resolve concerns, analyze discrepancies, and address data issues, including incorrect attributes, model mapping errors, import failures, change impacts, and duplicate records.

Conducted User Acceptance Testing (UAT) for CMDB updates, validating changes to ensure seamless integration with existing workflows.

Managing the end-to-end Software Development Life Cycle (SDLC) in ServiceNow, ensuring seamless design, development, testing, and deployment of solutions across ITSM, ITOM, and CMDB while adhering to ITIL best practices.

Utilized scripts, Import Sets, and Transform Maps to update CIs, attributes, and relationships within the CMDB.

Strong experience in designing and analyzing CMDB configuration items, ensuring accurate asset and configuration data for effective IT operations.

Skilled in performing integrations with external systems using REST/SOAP APIs, MID Server, and third-party integrations, ensuring seamless data exchange and system interoperability.

Extensive experience in utilizing Automated Test Framework (ATF) to create and execute tests for ITSM and

Application Portfolio Management (APM) workflows.

Expertise in creating Catalog Client Scripts, Catalog UI Policies, Variables, and Variable Sets to enhance and automate service catalogs.

Adept at automating tasks through the use of knowledge bases, SLAs, and reporting tools while creating and scheduling performance analytics indicators.

ServiceNow Modules : ITSM, CSM, FSM, HRSD, CMDB, Asset Management

Programming Languages : JavaScript, Glide Script, HTML, CSS, Python

Integration : REST/SOAP APIs, MID Server, Third-Party Integrations

Tools : Flow Designer, Workflow Editor, Service Portal, Automated Test Framework (ATF)

Other Tools : Jira, Confluence, Git, Agile/Scrum

ServiceNow Certified System Administrator

ServiceNow Certified Application Developer

ServiceNow Certified Implementation Specialist – ITSM (CIS-ITSM)

ServiceNow Certified Implementation Specialist - ITOM (CIS-ITOM)

ServiceNow Certified IT Infrastructure Library - ITIL

Wilmington University Newark, Delaware

Master’s in Information Systems Technology

Sri Indu College of Engineering and Technology Hyderabad, India

Bachelor’s in Mechanical Engineering

Client : US Bank Dallas, USA

Role : ServiceNow Developer Sept 2023 - Current

Designed and customized ITSM, CSM, FSM, HRSD, CMDB, and Asset Management modules to align with client-specific requirements, leading to a 25% improvement in operational efficiency.

Transitioned an enterprise intranet from AEM to ServiceNow’s Employee Center Portal (ECP) for enhanced employee engagement.

Integrating ITOM Service Mapping with CMDB, ensuring comprehensive service visibility, dependency tracking, and automated updates for better asset and change management.

Developing and managing ServiceNow integrations by utilizing Python-based scripts and REST/SOAP APIs

to connect external systems, automate data exchange, and enhance workflow efficiency.

Leveraged AEM expertise to design intuitive, accessible interfaces within ECP.

Developed complex Script Includes and scripted REST APIs for efficient data transfer between third-party systems and ServiceNow.

ServiceNow CSM (Customer Service Management) enhances CX (Customer Experience) by automating workflows, minimizing manual tasks, and improving SLA compliance.

Designing and configuring ServiceNow GRC to streamline policy management, risk assessments, and regulatory compliance tracking across the enterprise.

Implemented automated workflows for asset lifecycle management, integrating HAM and SAM with CMDB

to improve visibility, streamline asset tracking, and enforce governance policies across IT operations.

Optimized content publishing in Employee Center Pro (ECP) by leveraging rich text editing, automated workflows, and dynamic announcements.

Implementing Common Service Data Model (CSDM) and Configuration Management Database (CMDB) best practices within the SDLC, ensuring accurate asset and service mapping to improve IT operations and service management.

Developing automated workflows to monitor adherence to industry standards such as ISO 27001, NIST, and

GDPR, ensuring regulatory requirements are being met efficiently.

Linking GRC with ITSM modules and CMDB to provide real-time visibility into risk impacts on IT assets, improving decision-making and incident response.

Creating and customizing GRC/IRM applications using ServiceNow scripting, including business rules, client scripts, script includes, and UI policies.

It enables seamless engagement across multiple channels, including IVR (Interactive Voice Response), AI-driven chatbots, email, and self-service portals, ensuring a consistent UX .

Automating ServiceNow tasks using Python scripts in conjunction with MID Server and Orchestration, enabling infrastructure automation, remote system management, and seamless process execution.

ServiceNow CSM integrates smoothly with ITSM (IT Service Management), FSM (Field Service Management), CRM (Customer Relationship Management), and third-party APIs, enabling scalability and enhanced operational efficiency.

Worked within an Agile Scrum environment, following iterative development cycles to improve CMDB processes and ServiceNow functionalities.

Created Performance Analytics dashboards for KPI and SLA tracking, enabling data-driven decisions. Integrated and managed IRM and GRC modules for compliance automation and risk mitigation.

Led the implementation and maintenance of automated ETL processes for seamless data import and transformation in the CMDB, ensuring timely and accurate data synchronization.

Ensured feature parity between Adobe Experience Manager (AEM) and Employee Center Pro (ECP) to maintain user experience consistency.

Created employee journeys in Employee Center Pro (ECP), integrating lifecycle events such as onboarding and offboarding.

Improved CMDB data accuracy by identifying and resolving data import errors, duplicate records, and data consistency issues, ensuring a high-quality dataset.

Managed and customized the HAM and SAM modules to ensure accurate tracking of IT assets, optimizing software usage, and maintaining compliance with internal and external audits. Developed and maintained lifecycle processes for asset management to ensure accurate data and reduce risks.

Successfully implemented Out-of-the-Box (OOB) Domain Separation, ensuring compatibility with existing custom domain setups.

Utilized Flow Designer and Workflow Editor to fine-tune event correlation rules, reducing alert noise and generating meaningful notifications.

Designed advanced capacity planning and optimization strategies for various resources, including servers, storage, and networks, using ServiceNow ITOM features.

Migrated customizations from BMC Remedy to ServiceNow, aligning solutions with existing client workflows and processes.

Created highly customized ServiceNow Portals, incorporating advanced HTML, CSS, and JavaScript for functionalities beyond out-of-the-box capabilities.

Integrated diverse event sources through REST/SOAP APIs to handle large volumes of events effectively.

Enhanced Discovery patterns for identifying complex and proprietary systems, improving CMDB accuracy.

Designed advanced workflows and automated incident response playbooks using GlideScript and other ServiceNow tools.

Embedded robust security controls and compliance checks within ITOM processes to meet industry-specific standards.

Configuring ITOM Event Management to process alerts from multiple sources, applying predictive analytics and AI-based correlation to minimize downtime and enhance incident response.

Developed a multilingual ServiceNow Portal to support global user bases and comply with regional language preferences.

Configured and optimized Hardware Asset Management (HAM) and Software Asset Management (SAM) modules to enhance asset tracking, automate procurement workflows, and ensure efficient utilization of IT resources while maintaining compliance with regulatory standards.

Delivered tailored ITAM solutions for multi-tenant environments, addressing specific asset management needs for distinct business units.

Worked extensively with Automated Test Framework (ATF) to create and validate test cases for ITSM and other modules.

Environment: ServiceNow, ITIL, JavaScript, Jellybeans, Web Services, XML, jQuery, JSON,HRSD,SOAP, Performance Analytics

Client : AON CA, USA

Role : ServiceNow Developer June 2021 – Sept 2023

Developed scripted REST APIs, SOAP services, and integrated ServiceNow with multiple third-party platforms to streamline data exchange.

Applied employee-centered design principles across both AEM and ECP implementations.

Building dashboards and reports that are providing stakeholders with real-time insights into risk exposure, compliance status, and regulatory obligations.

Implementing audit management solutions to centralize planning, execution, and tracking, ensuring compliance with governance policies.

Extending ServiceNow capabilities by integrating Python-based scripts with cloud platforms like AWS, Azure, and GCP, optimizing IT operations and service automation.

Enabling continuous risk assessment and adaptive compliance strategies by integrating GRC with Agile

methodologies and DevOps workflows.

Enhancing ITOM-driven alert management by automating event detection, correlation, and response workflows, ensuring proactive issue resolution across IT environments.

Built a customized Service Portal with advanced AI-driven search, multi-language support, widgets, and UI enhancements for improved user experience.

Developed custom widgets and UI enhancements in Employee Center Pro (ECP) to replicate key design elements from Adobe Experience Manager (AEM).

Integrated Adobe Experience Manager (AEM) assets with Employee Center Pro (ECP) for content reuse and centralized management.

Implemented GRC solutions, automating workflows for policy management, audit management, and risk management. Ensured that compliance tracking was aligned with organizational goals and regulations, driving better governance and risk mitigation strategies.

Conducted unit testing and regression testing using the Automated Test Framework (ATF) to ensure that new features and integrations functioned properly and met performance standards.

Collaborated with cross-functional teams to integrate ServiceNow CMDB with external systems, ensuring accurate data mapping and smooth system interoperability.

Played a key role in monitoring CMDB performance and data integrity by conducting routine health checks, identifying bottlenecks, and recommending performance improvements.

Managed Hardware Asset Management (HAM) and Software Asset Management (SAM) processes by customizing asset lifecycle management workflows, automating license compliance checks, and optimizing resource usage across the organization.

Customizing and optimizing ITOM Discovery and Service Mapping, ensuring accurate real-time visibility into IT assets, dependencies, and relationships for effective infrastructure management.

Integrated security controls, compliance checks, and governance policies for cloud resources, ensuring adherence to industry standards.

Implemented OOB domain separation and multi-tenant ITAM solutions, enabling efficient asset management

across business units.

Configured complex SLAs with dynamic response times and developed dashboards, indicators, and analytics for real-time monitoring.

Led migrations from BMC Remedy to ServiceNow, ensuring seamless alignment with existing business processes and system integrations.

Managed user roles, firewall requests, MID server connectivity, and advanced capacity planning for optimized system performance.

Environment: ServiceNow, ITIL, JavaScript, Jellybeans, Web Services, XML, jQuery, JSON,HRSD,SOAP

Client : Black Box Hyderabad, India

Role : ServiceNow Developer July 2018 - Oct 2020

Designed and modified complex UI Pages and Macros to enhance the ServiceNow user interface.

Implementing ITOM capabilities, including Discovery, Service Mapping, Event Management, and Orchestration, to automate IT infrastructure monitoring and improve service visibility.

Developed and implemented Business Rules, Client Scripts, UI Policies, and UI Actions to customize and optimize the ServiceNow instance.

Proposed and deployed a generic SOAP service, enabling seamless integration of catalog items with third-party tools through simple client-side configurations.

Building custom ServiceNow automation solutions with Python and ServiceNow Scripted REST APIs, streamlining ITSM, ITOM, and HRSD workflows.

Enhanced IT asset visibility and reporting by customizing dashboards and analytics within the HAM and SAM

modules, enabling proactive decision-making, cost optimization, and improved resource planning.

Developed and managed GRC processes for compliance and risk management, automating

Collaborating with business units, security teams, and auditors to align GRC strategies with organizational goals and ensure seamless adoption.

Expanded ITSM workflows for Incident, Problem, and Change Management, improving operational efficiency and SLA compliance.

Configured the Vulnerability Response and Change Control modules to enhance reporting capabilities and drive process improvements.

Implemented AI-powered search capabilities in Employee Center Pro (ECP) to improve findability after migrating from Adobe Experience Manager (AEM).

Provided training and best practices for content administrators transitioning from Adobe Experience Manager (AEM) to Employee Center Pro (ECP).

Managed the migration of customizations across ServiceNow instances, ensuring alignment with system

requirements and functionality.

Configured complex SLAs with varied response and resolution times based on customer priorities, service levels, and contractual obligations.

Integrating ITOM modules with various enterprise monitoring and application management tools, leveraging

out-of-the-box (OOB) plugins and API-driven automation to enhance IT operations and event response.

Built custom applications using ServiceNow Studio, aligning functionality with client-specific requirements.

Created dashboards, indicators, and breakdowns using Performance Analytics, providing actionable insights for decision-making.

Configured multi-tier SLAs for Incident and Change Management to ensure compliance with service commitments.

Assisted in Service Portal branding and development, leveraging widgets and pages to deliver a customized user experience.

Environment: ServiceNow, ITIL, JavaScript, Jellybeans, Web Services, XML, jQuery, JSON,SOAP, Performance Analytics

Client : Emphasis Hyderabad, India

Role : ServiceNow Admin Nov 2016 - June 2018

Gained extensive experience in utilizing Performance Analytics and Flow Designer for process optimization and automation within ServiceNow.

Integrated ServiceNow with VMware CMP to automate VM provisioning and update the CMDB with associated

CIs, ensuring efficient asset management.

Implemented role-based access control (RBAC) in Employee Center Pro (ECP) to ensure content governance and security.

Migrated news and announcements from Adobe Experience Manager (AEM) to Employee Center Pro (ECP)

while improving engagement metric

Enhanced CMDB data accuracy by integrating third-party discovery tools and refining ServiceNow Discovery

processes to ensure that data was accurate and up-to-date.

Automated routine tasks using Flow Designer and Orchestration to eliminate manual intervention, improving efficiency across ITSM, ITAM, and GRC processes.

Deployed the ServiceNow ITSM suite, Discovery, CMDB, Event Management, Service Watch and Service Mapping.

Configured SLAs for Incident and Service Catalog Management, ensuring compliance with user-defined parameters and service-level agreements.

Delivered GRC solutions, focusing on automating compliance tracking, audit management, and risk mitigation. Enhanced business continuity by automating critical risk management workflows to ensure compliance with regulations and internal policies.

Worked as a ServiceNow Developer, integrating with Discovery to auto-populate CMDB and customizing modules like Service Catalog, Incident, Change, and Problem Management for enhanced functionality.

I wrote customized JavaScript code to enhance ServiceNow functionality and meet evolving business requirements.

Developed intuitive and user-friendly Service Portals to simplify service requests and facilitate efficient issue reporting.

Environment: ServiceNow, JavaScript, JSON, SOAP, HTML, AJAX, XML, SCRUM, ITIL, Asset Management, Incident Management, Problem Management, Cloud services.

Client : Sonata Hyderabad, India

Role : ServiceNow Admin July 2014 - Mar 2016

Designed and developed various front-end forms and implemented corresponding client scripts for enhanced functionality.

Authored and managed Business Rules, Client Scripts, UI Policies, and UI Actions to customize and optimize the ServiceNow instance.

Supported integration of ServiceNow with third-party applications via REST and SOAP APIs, ensuring smooth data exchange between ServiceNow and external platforms.

Participated in Agile sprint planning and execution, ensuring timely delivery of user stories and feature enhance.

Managed and maintained ServiceNow applications, ensuring seamless functionality and usability.

Worked across multiple ServiceNow modules, including Reporting, User Administration, Incident Management,

Change Management, and Problem Management.

Resolved bugs and implemented enhancements in Incident, Change Management, and Service Catalog modules.

Configured email notifications for RITMs, Catalog Tasks, and other essential processes to ensure effective communication.

Assigned roles to Access Control Lists (ACLs), enabling users to access specific tables and views based on their permissions.

Worked with Update Sets to package and migrate customizations between different environments.

Environment: ServiceNow, JavaScript, HTML, AJAX, XML, SCRUM, ITIL, Cloud services.

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