Servicenow Developer Risk Management

Hitaja

Senior ServiceNow Developer

Email id: ********@*****.*** Ph.: 908-***-****

Professional Summary:

IT professional with over 8+ years of experience, including 6+ years specializing in ServiceNow platform implementation, development, administration, and support.

Proficient in all phases of the Software Development Life Cycle (SDLC), including requirements analysis, design, development, testing, and deployment.

Experienced ServiceNow Developer/Administrator with a proven track record of designing and optimizing ServiceNow solutions across Banking, Healthcare, and Telecommunications industries.

Expertise in enhancing IT Service Management (ITSM), IT Operations Management (ITOM), and HR Service Delivery (HRSD) to streamline business operations and ensure compliance.

Skilled in configuring and customizing core ServiceNow modules, such as Incident, Change, Problem Management, Service Catalog, CMDB, Discovery, Governance, Risk, and Compliance (GRC), Vulnerability Response (VR), and Integrated Risk Management (IRM), ensuring operational efficiency and risk mitigation.

Hands-on experience integrating cloud technologies like AWS and leveraging ServiceNow Orchestration to automate workflows, enhance asset management, and minimize manual interventions.

Expertise in developing and enhancing user interfaces using AngularJS, Bootstrap, and Service Portal, delivering intuitive and accessible solutions for diverse user groups.

Proficient in implementing and optimizing ServiceNow HRSD modules, including service configurations, record producers, and automated workflows to enhance employee experience and operational efficiency.

Strong data analysis capabilities with hands-on experience creating and executing SQL queries, generating insightful reports, and driving data-driven decision-making.

Skilled in configuring secure access systems, including SSO, LDAP, and Okta integrations, ensuring compliance with enterprise security protocols.

Successfully led multiple full-cycle implementations and integrations across various domains, including requirement analysis, solution design, configuration, deployment, and post-implementation support.

Adept at applying ITIL best practices to optimize IT service management processes, aligning them with business objectives and improving service quality.

Collaborated with cross-functional teams, including business analysts and infrastructure teams, to translate business requirements into scalable technical solutions.

Led integrations with external systems and third-party applications, including HRIS, CRM, and vendor risk management, to enhance operational workflows.

Experienced in managing project teams, driving ServiceNow implementations, change management initiatives, and system enhancements to align with business goals and timelines.

Technical Skills:

Programming Languages

Java, JavaScript, SQL, T-SQL

ServiceNow Modules

ITSM, ITOM, HRSD, GRC, Discovery, CMDB, Event Management, BCM, Service Catalog, SPM, ITAM, Security Operations, VRM, APM

Web Development

HTML, CSS, JavaScript, AngularJS, Bootstrap, AJAX, SOAP, REST, Jelly

Databases

Oracle, SQL Server

Authentication/Access Management

LDAP, SSO, Okta

Tools & Platforms

ServiceNow, Eclipse IDE, SoapUI, ServiceNow Automated Test Framework (ATF), JUnit

Development Methodologies

ITIL, Agile, SDLC

Integration Tools

SOAP, REST, ServiceNow Orchestration

Business Processes

Change Management, Incident Management,Problem Management, Compliance, Risk Assessment, Vendor Risk Management

Certifications:

ServiceNow Certified Application Developer

ServiceNow Certified System Administrator

Professional Experience:

Client: PNC Financial Services, Hoboken, NJ April 2023 – Present

Role: Senior ServiceNow Developer

Responsibilities:

Involved in designing and implementing comprehensive ServiceNow solutions, integrating IT operations, service management, and compliance functions to enhance platform efficiency.

Customized and optimized ITSM modules, including Incident, Change, and Service Catalog, ensuring alignment with ITIL standards and seamless banking operations.

Administered and configured ServiceNow modules, maintaining platform stability and adherence to best practices.

Led the implementation of ServiceNow Discovery to automate asset identification and populate the CMDB for accurate configuration management.

Integrated Governance, Risk, and Compliance (GRC) modules ensuring regulatory compliance and mitigating operational risks.

Developed and optimized Vulnerability Response (VR) workflows to streamline vulnerability management and improve organizational security.

Collaborated with HR and IT teams to deploy automated workflows within HRSD, aligning with organizational policies and improving service efficiency.

Configured and managed Single Sign-On (SSO) using Okta, enhancing secure access and compliance with enterprise security protocols.

Implemented Integrated Risk Management (IRM) solutions, improving risk visibility and automating compliance tracking processes.

Designed a dynamic Service Catalog, streamlining IT service requests and asset management for improved operational efficiency.

Managed Incident and Problem Management lifecycles, ensuring rapid resolution and adherence to ITIL best practices.

Enabled multi-language support in HRSD, enhancing employee experiences across global locations.

Collaborated with business teams to translate requirements into scalable ServiceNow solutions, addressing banking priorities.

Directed change management activities to ensure smooth ServiceNow deployments with minimal downtime.

Implemented GRC workflows to manage risk assessments, audits, and compliance tracking, aligning with regulatory standards.

Customized CSM agent workspaces to provide intuitive interfaces for handling customer requests efficiently.

Integrated HRSD with Employee Relations systems to optimize case resolution and improve employee support.

Developed and customized client scripts to enhance user experience and enable efficient service delivery.

Configured and maintained LDAP integration to streamline authentication and strengthen security measures.

Automated approvals and requests in the Service Catalog, reducing turnaround times and boosting user satisfaction.

Developed custom asset management solutions by importing data from third-party systems into the CMDB for accurate tracking and reporting.

Collaborated with cross-functional teams to design and deploy ServiceNow solutions tailored to unique operational and regulatory banking needs.

Optimized the ServiceNow platform for improved performance and scalability, ensuring its capacity to meet organizational growth demands.

Environment: ServiceNow Platform, ITSM, HRSD, Discovery, CMDB, Event Management, Bootstrap, JavaScript, XML, JSON, SQL, LDAP, SSO (Okta), Orchestration, GRC, IRM, ITOM, Service Watch, Service Catalog Management, ITIL Processes, Integration.

Client: Cardinal Health, Dayton, OH July 2021 – March 2023

Role: Sr ServiceNow Developer/Administrator

Responsibilities:

Analyzed end-user requirements and business rules, collaborating with technical leads and business analysts to enhance the ServiceNow system.

Developed and customized Governance, Risk, and Compliance (GRC) modules, including Policy and Compliance Management, Risk Management, and Audit Management, to streamline compliance processes.

Integrated GRC with ITSM workflows, ensuring seamless compliance and risk mitigation across incident, problem, and change management.

Configured the ServiceNow HRSD suite, implementing roles, COE structures, service configurations, and record producers to improve HR service delivery.

Managed ServiceNow administration tasks, including platform upgrades and user role management, ensuring seamless operations in a healthcare environment.

Developed server-side scripts, client-side scripts, UI actions, and business rules to customize and enhance platform functionality.

Created AWS launch configurations based on customized AMIs using Ansible for efficient cloud deployment.

Mapped business services and developed scripts to visualize configuration items (CIs) and their relationships with end users.

Automated incident and change management workflows by integrating Integrated Risk Management (IRM) with ITSM processes, creating a unified risk and operations management framework.

Configured Event Management (ITOM) to enhance system monitoring and incident detection capabilities.

Deployed Integrated Risk Management (IRM) frameworks to support healthcare compliance and regulatory standards.

Implemented and maintained the Common Service Data Model (CSDM) framework within ServiceNow for integration with ITSM processes.

Designed resource allocation strategies using ITBM tools to enhance operational efficiency.

Created custom user interfaces with UI Builder and enhanced Service Portal functionality using AngularJS and Bootstrap.

Integrated IRM with third-party risk management tools to streamline vendor assessments and monitor compliance in real time.

Configured and managed the IT Asset Management (ITAM) system to centralize asset inventory and track asset lifecycles effectively.

Integrated ServiceNow HRSD with HR Information Systems (HRIS) to automate data exchange.

Implemented Security Operations modules, including Security Incident Response and Threat Intelligence, enhancing security management.

Enhanced Omni channel support by integrating email, chat, and phone systems with the ServiceNow CSM platform.

Spearheaded the implementation of Service Portfolio Management (SPM) to improve service offering management and visibility.

Developed and executed automated test scripts using Service Now’s Automated Test Framework (ATF) to ensure module quality and reliability.

Designed and implemented custom workflows with Flow Designer to automate business processes and streamline approvals.

Provided user training and documentation to facilitate the adoption of Flow Designer for improved workflow management.

Set up the PMO organization and implemented templates and standards for Project Portfolio Management (PPM).

Collaborated with business analysts to create and modify Service Catalogs and workflow designs, enhancing service request functionalities.

Provided technical support and guidance on using ATF for efficient testing and automation within the platform.

Environment: ITIL, ITOM, HRSD, GRC, CSDM, ServiceNow ATF, BCP, SQL, IRM, SPM, CSS, Business Rules, Service Catalogs, Integrations, UNIX, Shell and Bash Scripting, Performance Analytics, User Stories, REST/SOAP, PPM.

Client: Honeywell, Charlotte, NC March 2019 – June 2021

Role: ServiceNow Developer

Responsibilities:

Designed, developed, and implemented ServiceNow solutions across ITSM, ITOM, and ITAM domains to enhance service delivery and operational efficiency.

Created and automated complex workflows, system integrations, and custom modules to streamline processes and boost productivity.

Integrated ServiceNow CRM and HR Service Delivery (HRSD) with enterprise systems, improving data accuracy and automating customer support and HR functions.

Customized ServiceNow applications by developing tailored applications, modules, and field configurations to fulfill specific business requirements.

Implemented the Common Service Data Model (CSDM) to optimize data organization in line with industry best practices.

Configured and maintained risk scoring methodologies within ServiceNow IRM, enabling dynamic evaluation and prioritization of risks across various business units.

Conducted thorough requirements analysis and collaborated with stakeholders to ensure ITSM solutions aligned with business objectives.

Configured Governance, Risk, and Compliance (GRC) modules, integrating them with ITSM processes for enhanced compliance and risk management across incident, problem, and change workflows.

Enhanced ITBM modules, such as Project Portfolio Management and Demand Management, to align with overall business goals.

Integrated Customer Service Management (CSM) with external systems using REST and SOAP APIs for seamless data exchange and enhanced customer visibility.

Deployed Service Mapping to define business services and establish discovery patterns, ensuring accurate CMDB data.

Managed ITSM processes, including incident, problem, and change management, to facilitate efficient IT service delivery.

Optimized the CMDB by adhering to CSDM principles, improving data modeling and asset relationships.

Configured LDAP, SSO, and Okta integrations for streamlined authentication and access management.

Designed and enhanced HRSD modules to improve HR processes and increase employee satisfaction.

Developed custom GRC dashboards and reports, providing stakeholders with real-time insights into risk exposure, compliance, and audit outcomes.

Collaborated with infrastructure teams to troubleshoot network and permission issues affecting CMDB discovery.

Implemented automated discovery and mapping solutions to ensure ongoing CMDB accuracy.

Created intuitive user interfaces with AngularJS, HTML, and CSS to significantly enhance user experience.

Managed and maintained the Knowledge Base and Service Catalog for user access via the Service Portal.

Tested and troubleshot ServiceNow applications to ensure reliability and address technical issues effectively.

Documented technical designs, specifications, and user guides for consistency and clarity.

Monitored and optimized ServiceNow applications for scalability, reliability, and efficiency.

Applied ITIL best practices to drive continuous improvement in IT service management processes.

Deployed and managed ITOM for visibility and control over IT infrastructure components.

Oversaw the lifecycle of IT assets through ITAM, ensuring efficient and cost-effective utilization.

Integrated ITAM with other ServiceNow modules to provide a comprehensive view of asset performance and compliance.

Reviewed and updated CSDM implementation to align with evolving business needs and platform enhancements.

Generated dashboards and reports for real-time insights into IT service performance, supporting data-driven improvements.

Environment: ServiceNow Discovery, Glide API, ITIL, CSDM, ITSM, ITBM, ITOM, ITAM, HRSD, HTML, CSS, CMDB, SSO, Okta, JavaScript, UAT, GRC, LDAP, IRM, Service Integrations, UI/UX, ITSM Dashboards.

Client: Abbott Laboratories – Bloomfield, MI Nov 2017 – Feb 2019

Role: ServiceNow Developer

Responsibilities:

Developed and maintained ServiceNow applications, including Incident Management and Service Catalog, ensuring alignment with business requirements.

Utilized JavaScript, XML, and JSON for business rules, client scripts, and workflow customization, enhancing system functionality.

Implemented ITIL processes to improve service delivery and operational efficiency across Incident, Problem, and Change Management.

Configured HRSD modules, including HR Case Management and Employee Service Center, to enhance the HR experience.

Maintained comprehensive documentation of CMDB discovery configurations and processes for accurate asset management.

Automated HR Lifecycle Events like onboarding and off boarding to improve employee transitions.

Leveraged CSDM to optimize system performance and reduce data redundancy.

Integrated ServiceNow ITBM with financial systems for accurate project cost tracking and budget management.

Developed workflows, notifications, and automated tasks within the GRC module for compliance and risk management.

Integrated ServiceNow with third-party applications using web services and APIs for seamless data exchange.

Provided technical support and training to end-users, ensuring effective use of the ServiceNow platform.

Developed training materials and conducted workshops on new features and functionalities.

Collaborated with IT teams to design and implement solutions that meet business needs and improve service levels.

Created user-friendly interfaces for HRSD applications, enhancing employee experience through intuitive design.

Led incident and problem resolution efforts, identifying root causes and implementing solutions to prevent recurrence.

Followed Agile methodologies for project management, ensuring timely delivery and continuous improvement.

Environment: Bootstrap, RESTful APIs, ITOM, ITSM, HRSD, Agile, CSDM, UAT, JSON, XML, SecOps, PPM, SCCM.

Client: GM Financial, Fort Worth, TX April 2016 – Oct 2017

Role: Java Developer

Responsibilities:

Participated in the analysis and design phases, contributing to technical discussions and attending Scrum meetings.

Developed the presentation layer using JSP, HTML, and CSS, ensuring a responsive and user-friendly interface.

Implemented form validation on the front end using the Spring Validation Framework and JavaScript.

Designed and developed components using the MVC design paradigm of the Spring Framework, integrated with Hibernate ORM for database interactions.

Configured dependency injection using Spring IoC, streamlining code management and reducing coupling.

Implemented Spring ORM templates for simplified database access and enhanced ORM integration.

Developed and consumed SOAP-based Web Services using WSDL and the JAX-WS programming model for secure communication.

Utilized WS-Security to implement secure SOAP messaging.

Worked with Spring DAO, Spring MVC, and Spring AOP Interceptors to handle various application layers.

Designed and implemented enterprise patterns such as DAO, Session Facade, Service Locator, Business Delegate, and Value Object for modular and scalable architecture.

Leveraged JMS to enable inter-module communication, facilitating automated email notifications to customers.

Used Hibernate integrated with Spring for mapping Java classes to database tables via XML configurations.

Utilized Spring JMS template for asynchronous data exchange between J2EE components and legacy systems.

Performed version control and team coordination using SVN for code repository management.

Conducted JUnit-based unit testing to ensure code reliability and collaborated in an Agile work environment.

Environment: Java, J2EE, JSP, HTML, CSS, JMS, Spring 3.0, Hibernate 4.1, Eclipse IDE, Oracle WebLogic, SOAP Web Services, JavaScript, Log4J, CVS, JUnit, Oracle 11g, ANT, SoapUI, Generics

Education: Bachelor in Computer Science at Jawaharlal Nehru Technological University.

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