Servicenow Developer Hands-On

LAKSHMI MOUNIKA MANDADAPU

ServiceNow Developer

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

Phone: 972-***-****

Innovative and self-motivated ServiceNow Developer with 8+ years of experience in ITSM, HRSD, ITOM (Discovery & Event Management), Performance Analytics & Integrations. Skilled in problem-solving, conflict resolution, and fostering team collaboration. Well-versed in Agile methodologies with strong analytical abilities and hands-on experience across a wide range of technologies and frameworks. Seeking a challenging opportunity in a growth-oriented organization that values creativity, technical excellence and analytical thinking.

Professional Summary

Overall 8+ years of professional IT experience in the field of ServiceNow in Development, Maintenance, and Administration.

Experience in Installation and Configuration of different modules of ServiceNow.

Hands-on experience in IT services of ServiceNow tools like Incident and Problem Management, Change Management, Configuration Management, Service Catalog Requests, Knowledge Management, Reporting and Integration with Web Services.

Experience in implementation and generating Business Rules, Script Includes, Data Dictionary, UI Actions, UI Policies, Client Scripts, UI Actions and Validation Scripts in ServiceNow using JavaScript and Glide System.

Extensive experience in creating and maintaining Access Control Rules (ACL) for securing and providing the right access to role-based applications.

Created a lot of Client scripts/UI policies with a lot of high-level customizations as per the client needs.

Experience in configuring Email notifications in ServiceNow, Scheduled Jobs, Script Actions and Events for any scheduled actions.

Hands on experience in implementation of customizations in ServiceNow that adhere to the platform's best practices and meet client requirements.

Experience in configuring existing workflows and creation of new workflows using ServiceNow graphical workflow editor.

Designing of various Service Catalog items using Designer and Record Producers and defining workflows for the Catalog items, Approvals and Dynamic tasks in ServiceNow.

Expertise in doing CMDB bulk data loading using transform maps and transform scripts.

Integrated with Active Directory for SSO using SAML 2.0.

Hands-on experience in performing ServiceNow upgrades, including analyzing skipped records, fixing upgrade conflicts, and validating post-upgrade functionality.

Involved in cloning and patching activities during upgrade cycles to ensure minimal downtime and performance consistency.

Involved in Self-service portal designing, development of Home Page, Service Catalog placements, Knowledge base, Creating taxonomy topics & Alerts.

Worked on the defects post upgrade and fixed the defects.

Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.

Experienced in all phases of Software Development Life Cycle (SDLC), quality management systems and project life cycle processes, Implementation and Enhancement of projects.

Experience working with Waterfall, Agile and Scrum methodologies.

Technical Skills

ServiceNow Modules

ITSM, ITOM (Discovery, Event Management, CMDB), HRSD, Performance Analytics (PA), Service Catalog, Incident, Problem, Change, Knowledge, and Release Management

Integrations

REST/SOAP APIs, IntegrationHub, MID Server, LDAP, SSO, JDBC, JSON, XML

Scripting Languages

JavaScript, HTML, CSS, AJAX, XML, Angular JS, Bootstrap

Web Technologies

HTML5, CSS3, XML, AJAX, Bootstrap, AngularJS, Jelly

Reporting & Analytics:

Dashboards, Scorecards, Indicators, Breakdown Sources, Widgets, Formula Indicators (PA)

Programming Languages

C, C++, JavaScript, SQL, PL/SQL

ServiceNow Versions

London, Madrid, New York, Orlando, Paris, Quebec, Rome, San Diego, Toky0, Utah, Vancouver, Washington, Xanadu, Yokohama

Operating Systems

WINDOWS, Linux

Certifications

ServiceNow Certified System Administrator (CSA)

ServiceNow Certified Application Developer (CAD)

ServiceNow Certified Implementation Specialist – IT Service Management (CIS–ITSM)

ServiceNow Certified Implementation Specialist – Human Resources (CIS–HR)

ServiceNow Certified Implementation Specialist – Discovery (CIS–Discovery)

ServiceNow Certified Implementation Specialist – Event Management (CIS–Event Management)

Work Experience

COGNIZANT (AUGUST 2022 – Till Date)

1.ACCO BRANDS

Dallas, Texas January 2025 – Till Date

Responsibilities:

Designed and implemented interactive Performance Analytics (PA) dashboards to monitor KPIs, trends, and operational metrics aligned with business goals.

Configured PA Indicators, Breakdown Sources, Formula Indicators, Widgets and automated data collection jobs to support real-time reporting and analytics.

Collaborated with stakeholders to define reporting requirements, perform data validation, and deliver actionable insights using ServiceNow PA.

Performed end-to-end ServiceNow upgrade testing, including skipped record analysis, resolution of conflicts and post-upgrade validations to ensure platform stability.

Participated in clone preparation, patch validation and regression testing to support smooth upgrade rollouts across instances.

Developed and enhanced Service Catalog items, including creation of catalog UI policies, client scripts, catalog client scripts and workflow orchestration for request fulfillment.

Worked closely with cross-functional teams to identify improvement opportunities in existing dashboards, catalog items and platform configurations.

Maintained detailed technical documentation for dashboards, upgrade tasks, and catalog configurations for audit and knowledge sharing.

Worked in an Agile environment, contributing to sprint planning, backlog grooming and daily stand-up meetings for iterative delivery.

2.LINEAGE LOGISTICS (Cognizant)

Hyderabad, India February 2024 – December 2024

Responsibilities:

Worked on ITOM Visibility (Discovery) and ITOM Health (Event Management) modules, focusing on infrastructure discovery, event correlation and operational visibility.

Designed and maintained custom Discovery schedules, probes, sensors and patterns to support accurate CI population in the CMDB across hybrid environments.

Built and deployed event source integrations from third-party monitoring tools (e.g., SolarWinds) into ServiceNow with zero post-deployment defects.

Configured and fine-tuned Event Rules, Alert Rules, and Transform Maps to ensure efficient alert correlation and actionable incident creation.

Implemented IntegrationHub ETL flows for structured data ingestion, applying custom transform logic and ensuring data consistency across environments.

Actively contributed to CMDB health improvements by identifying stale and duplicate CIs and recommending clean-up strategies using CMDB Health Dashboards.

Participated in troubleshooting sessions to debug discovery and event processing issues using ECC Queue, MID Server logs and sensor outputs.

Performed peer code reviews and SIT (System Integration Testing) to ensure high-quality deliverables and maintain platform stability during deployments.

Developed reusable templates and automation scripts for quicker onboarding of event sources and discovery schedules across multiple client instances.

Collaborated with ServiceNow architects and client SMEs to define technical designs, map business requirements, and deliver tailored integration solutions.

3.WESTROCK GRUPOGONDI (Cognizant)

Hyderabad, India July 2023 – January 2024

Responsibilities:

Led the migration of existing services from legacy systems to ServiceNow, including Service Catalog items, user profiles, location data and group configurations for the Westrock Mexico region.

Rebuilt and streamlined Service Catalog items within ServiceNow to reflect updated business requirements while aligning with global standards.

Collaborated closely with business stakeholders, regional admins and technical teams to ensure accurate data mapping and seamless user experience post-migration.

Conducted thorough validation and reconciliation processes post-migration to ensure data consistency, integrity, and zero operational disruptions.

Supported testing efforts including UAT, functional validation, and smoke testing, and addressed issues related to catalog workflows and user entitlements.

Created supporting documentation, including migration checklists, test plans, rollback strategies, and user communication templates.

Assisted in training sessions for end users and support teams to familiarize them with the updated ServiceNow environment.

Worked in an agile setup, attending daily stand-ups and sprint reviews, ensuring continuous communication and transparency throughout the migration lifecycle.

Played a key role in the successful go-live of the Mexico ServiceNow onboarding with minimal defects and positive user feedback.

4.BIOGEN (Cognizant)

Hyderabad, India August 2022 – June 2023

Responsibilities:

Served as the Lead Developer, taking ownership of complex user stories and delivering solutions effectively despite tight sprint timelines.

Designed and implemented key components across the platform including Record Producers, Catalog Items, Service Portal Widgets, Notifications, Email Scripts, Inbound Email Actions, UI Actions and Script Includes.

Developed and customized Client Scripts, Business Rules, ACLs, UI Policies, Dictionary Overrides, Table Structures, Roles, and Menus to support dynamic platform behavior and access controls.

Worked extensively on the HRSD module and contributed to building and enhancing Custom Applications tailored to specific business functions.

Conducted and led showback sessions with stakeholders to demonstrate progress, gather feedback and recommend changes for better usability and experience.

Played an active role in sprint-based deployments, ensuring timely code promotion and quality validation across environments.

Created and maintained project documentation, aligning with internal processes and delivery standards.

Contributed both individually and collaboratively within Agile teams, ensuring sprint commitments were met and development was aligned with defined business goals.

ACCENTURE (JULY 2017 – JULY 2022)

1.EMPLOYEE EXPERIENCE PORTAL

BANGALORE, India April 2021 – July 2022

Responsibilities:

Enabled hierarchical taxonomy topic collection to unify content types such as Requests, Knowledge Articles and Quick Links improving discoverability and user navigation.

Customized the Service Portal landing page by enabling Banners, Videos, and Events, enhancing user engagement and branding.

Implemented user-based personalization, dynamically adjusting portal content based on user location and country to improve relevance and user experience.

Configured Virtual Agent for HR support and integrated Live Agent Chat, offering real-time assistance to end users.

Worked on Lifecycle Events, including setting up workflows for New Hire Orientation and associated onboarding tasks.

Created detailed Technical and Functional Design Documents in line with client requirements to ensure clarity and alignment across stakeholders.

Worked across HR Service Management including configuration of HR Cases, HR Services, Record Producers and Knowledge Articles supporting seamless employee self-service.

2.VENDOR INTEGRATION

BANGALORE, India July 2017 – March 2021

Responsibilities:

Managed day-to-day administration of the ServiceNow platform, including user/group management, role assignments and access control through ACLs.

Maintained and updated Service Catalog items, Record Producers, Workflows, and Approvals to align with evolving business needs.

Monitored system performance, health dashboards and logs to ensure platform stability and proactively address issues.

Performed platform upgrades, patching and cloning activities including testing and remediation of skipped records and deprecated configurations.

Supported Incident, Problem, Change and Knowledge Management modules by updating workflows, SLAs, and business rules.

Implemented and maintained Update Sets, deployed changes across instances and ensured proper version control.

Provided technical support for end-users, resolving platform-related issues and training them on ServiceNow functionality.

Provided basic user support, addressing ServiceNow navigation issues and minor requests

Followed ITIL processes and internal governance standards while ensuring compliance during configuration and deployment activities.

Documented administrative procedures, created knowledge base articles and contributed to platform usage guides.

Participated in team meetings, training sessions and platform demos to continuously enhance knowledge

Education

Bachelor of Technology in Electrical & Electronics Engineering, JNTUK, Kakinada, 2018

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