Asset Management It Service

Name: Naganjali Maguluri

Email: *******************@*****.*** Mobile: +1-972-***-****

Looking for C2C roles

PROFESSIONAL SUMMARY

Over 9+ years of experience in designing, developing, and implementing ServiceNow solutions across ITSM, ITOM, ITAM, HRSD, CMDB, SecOps, and GRC.

ServiceNow expert with experience in developing, configuring, and optimizing ITSM, ITOM, ITAM, HRSD, SecOps, and GRC modules to enhance IT service delivery.

Expertise in ServiceNow EBonding integrations with third-party ITSM tools (Jira, BMC Remedy, SolarWinds, Splunk, Dynatrace) using REST, SOAP APIs, and Integration Hub.

Skilled in automating IT processes through ServiceNow AIOps, Predictive Intelligence, Event Management, and Virtual Agent for proactive issue resolution.

Extensive experience in Hardware Asset Management (HAM Pro) and Software Asset Management (SAM Pro), optimizing asset utilization and ensuring vendor compliance.

Proficient in Service Mapping, Discovery, and CMDB governance, ensuring accurate asset tracking and IT service visibility.

Strong background in Now Mobile customization, enabling seamless mobile experiences, push notifications, and approvals for better workforce accessibility.

Develop custom applications and integrations, focusing on AI capabilities and automation.

Strong hands-on expertise in ServiceNow scripting (JavaScript, Glide), Flow Designer, Business Rules, UI Actions, and Client Scripts to streamline workflows and improve service automation.

Adept at integrating ServiceNow with cloud platforms (AWS, Azure, GCP), enhancing monitoring capabilities for hybrid IT environments.

Experienced in ITIL frameworks, Agile methodologies, and CI/CD automation for ServiceNow deployments, upgrades, and testing (ATF, Selenium, Cypress).

Skilled in ServiceNow IT Operations Management (ITOM), implementing Event Management, Service Mapping, and Cloud Discovery to improve infrastructure monitoring and service visibility.

Implemented Configuration Management Database (CMDB) solutions that align with Common Service Data Model (CSDM) standards, ensuring asset data integrity and service relationship mapping.

Developed and customized ServiceNow HRSD workflows, automating employee lifecycle processes such as onboarding, offboarding, and case management.

Designed custom catalog items, self-service portals, and ServiceNow Virtual Agent configurations to enhance user experience and automate repetitive IT tasks.

Designed custom catalog items, self-service portals, and ServiceNow Virtual Agent configurations to enhance user experience and automate repetitive IT tasks.

Skilled in developing and configuring Employee Center Pro portals to enhance employee engagement, streamline HR services, and optimize knowledge management.

Develop custom reports and dashboards to track key metrics, provide insights, and support decision-making related to software asset management.

Certifications:

Done certification in CSA and ITSM.

Done certification in HRSD.

TECHNICAL SKILLS:

Testing & Deployment: ATF, Selenium, CI/CD (Jenkins, Git, Docker)

Scripting & Development: JavaScript, Glide Script, Python, PowerShell

Integrations & Automation: EBonding (Jira, BMC Remedy), REST/SOAP APIs, Integration Hub, MID Servers

Process Optimization: Discovery, Service Mapping, Predictive Intelligence, Process Mining

Testing & Deployment: ATF, Selenium, CI/CD (Jenkins, Git, Docker)

ServiceNow Modules: ITSM, ITOM, ITBM, ITAM, CMDB, SecOps, HRSD, SAM Pro, HAM Pro, GRC, IRM, AIOps

ITSM Tools: ITSM, Service Now (Helsinki, Istanbul, Jakarta, Kingston, Utah)

IDE: Eclipse, NetBeans

PROFESSIONAL EXPERIENCE:

Meijer, MI Dec 2022 - present

ServiceNow Developer

Responsibilities:

Designed and implemented ServiceNow EBonding integrations with external ITSM tools (Jira, BMC Remedy) to automate ticket synchronization.

Developed custom REST/SOAP APIs for real-time data exchange between ServiceNow and third-party platforms.

Configured ServiceNow Discovery & Service Mapping, ensuring accurate CMDB population and IT asset visibility.

Automated incident resolution workflows using Predictive Intelligence and Event Management, reducing ticket backlog by 40%.

Integrated SAM Pro with SCCM and Flexera, automating software license tracking and compliance audits.

Implemented Employee Center Pro to centralize IT and HR services, improving self-service capabilities.

Optimized Now Mobile and Virtual Agent for AI-driven chat support, enhancing user experience and reducing ticket volume.

Developed custom Performance Analytics dashboards, providing real-time insights into service performance and SLA adherence.

Implemented ServiceNow Cloud Discovery & Hybrid Cloud Visibility for AWS, Azure, and GCP, improving multi-cloud infrastructure tracking.

Developed automated HR Knowledge Base updates, ensuring employees receive real-time HR policy changes through Employee Center Pro.

Integrated Vulnerability Response (VR) with Qualys and Tenable, automating risk prioritization and patch tracking.

Automated asset tagging and procurement approvals using ServiceNow ITAM, ensuring compliance with financial regulations.

Developed no-code/low-code automation workflows using Flow Designer & Decision Builder, improving service request fulfillment speed.

Designed and implemented ITAM governance policies, ensuring compliance with asset tracking and lifecycle management.

Developed automated remediation workflows for IT operations, reducing manual intervention in incident resolution.

Configured Cloud Management (CMP) in ITOM, allowing governance of multi-cloud environments (AWS, Azure, GCP).

Developed automated BCM workflows for risk assessments, impact analysis, and continuity planning, reducing manual effort and improving compliance.

Environment: ServiceNow, ITIL, JavaScript, Jellybeans, Web Services, XML, HTML, jQuery, CMDB, SLA, Integration, LDAP, JSON, HRSD, SOAP

Cigna, PA Jun 2021 - Nov 2022

ServiceNow Developer/Admin

Responsibilities:

Implemented ServiceNow HRSD and Employee Center Pro, automating HR case management and onboarding workflows.

Designed custom EBonding solutions for ITSM and DevOps integrations, improving cross-team collaboration.

Configured hardware and software asset lifecycle automation, ensuring compliance with ITAM policies.

Developed & customized Now Mobile for enhanced employee self-service and seamless user experience.

Developed custom applications using ServiceNow App Engine, reducing manual effort in service request processing.

Integrated ServiceNow with cloud monitoring tools (Splunk, SolarWinds, Dynatrace) to improve ITOM event correlation.

Configured Service Mapping for end-to-end application dependency tracking, improving root cause analysis during incidents.

Built role-based access controls (RBAC) for HR Service Delivery (HRSD), ensuring sensitive employee data security.

Integrated BCM with ITSM and SecOps, enabling seamless communication between incident response teams and business continuity planners.

Implemented AI-driven case routing for HR service requests, reducing manual intervention and improving response times.

Developed security incident playbooks using ServiceNow SecOps, ensuring faster resolution of cyber threats.

Designed bi-directional data synchronization between ServiceNow and SAP, Salesforce, and Workday for seamless IT and HR operations.

Enhanced Configuration Item (CI) relationships in CMDB, ensuring assets are correctly mapped to business services.

Integrated ITAM with Procurement and Finance tools, automating asset request, approval, and financial reconciliation processes.

Environment: ServiceNow, ITIL, JavaScript, CSS, Webservices, Asset Management, Jellybeans, ITOM, Web Services, XML, jQuery, CMDB, JSON, SOAP, Performance Analytics, Data Mapping.

Grainger, IL Feb 2019 - May 2021

ServiceNow Developer/Admin

Responsibilities:

Deployed and managed ServiceNow Discovery and CMDB, ensuring IT asset accuracy across hybrid cloud environments.

Configured automated software license tracking in SAM Pro, reducing compliance risks.

Developed custom ServiceNow workflows using JavaScript, Glide APIs, and Flow Designer to streamline ITSM processes.

Integrated Employee Center Pro with HRSD & ITSM to streamline HR workflows, case creation, and service requests.

Integrated SAM Pro with SCCM, Flexera, and Adobe License Manager, ensuring accurate software inventory and usage reporting.

Configured SAM Pro for real-time software license tracking, preventing over-utilization and under-utilization of licenses.

Integrated ITOM Event Management with monitoring tools, automating alert-driven ticket creation.

Designed and implemented ServiceNow SecOps workflows for security incident response and vulnerability management.

Integrated Employee Center Pro with HRSD & ITSM to streamline HR workflows, case creation, and service requests.

Developed dynamic dashboards and reports, providing real-time insights into software entitlements, usage, and compliance status.

Integrated BCM with third-party risk management solutions, enhancing cross-platform resilience planning.

Designed automated CMDB governance policies to ensure data accuracy, eliminating stale records and orphaned CIs.

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

Capgemini/TS Sep 2015 - Aug 2018

ServiceNow Developer/Admin

Responsibilities:

Automated ITSM workflows using Business Rules, Client Scripts, and UI Policies to enhance service efficiency.

Developed custom ServiceNow security policies and RBAC configurations, ensuring data integrity and compliance.

Managed ServiceNow upgrades and patching, ensuring minimal downtime and adherence to ITIL best practices.

Executed ServiceNow upgrade strategies, including clone management and post-upgrade validation, ensuring business continuity.

Implemented Predictive Intelligence in ITOM, enabling proactive issue detection and resolution.

Developed automated remediation workflows for IT operations, reducing manual intervention in incident resolution.

Designed and implemented automated workflows using Flow Designer, reducing manual efforts and improving process efficiency.

Developed multi-step approval workflows for ITSM and HRSD processes, ensuring seamless task automation and compliance.

Created event-driven workflows using Flow Designer to trigger actions based on real-time incidents, service requests, or change approvals.

Implemented periodic asset audits using ServiceNow HAM Pro, ensuring compliance with organizational policies.

Integrated HAM Pro with ITSM and CMDB, ensuring accurate asset visibility and dependency mapping.

Environment: ServiceNow, JavaScript, HTML, AJAX, XML, SCRUM, ITIL, Incident Management, Problem Management, Cloud services, Workflow Design.

EDUCATION

Masters – Applied Computer Science

Northwest Missouri State, Maryville

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