System Administrator Servicenow Developer

RANJITH SINGH JATOTH

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

Mobile No#: +1 - 551-***-****

Linkedin: https://www.linkedin.com/in/ranjith-singh-jatoth-b56448167/

PROFESSIONAL SUMMARY

Certified ServiceNow Developer and System Administrator with 8 years of progressive experience in ITSM, HRSD, ITAM, ITBM and Service Portal development.

Expertise in architecting scalable and user-centric ServiceNow solutions across multiple modules including Incident, Change, Problem, Knowledge, Service Catalog, CMDB, and FSM.

Strong track record in system integration, automation, performance analytics, and platform upgrades.

TECHNICAL SKILLS

ServiceNow, ITSM, HRSD, ITAM, GRC, JavaScript, AngularJS, HTML, CSS, REST, SOAP, Oracle, SQL, MySQL, Agile, Scrum, ITIL.

EDUCATION

M.S., Computer & Information Science, Southern Arkansas University – Dec 2017

Bachelor's Degree In Computer Science, Kakatiya University, India – May 2014

CERTIFICATIONS

Certified Application Developer, ServiceNow

Certified System Administrator, ServiceNow

WORK EXPERIENCE

NIH MD Nov 2021 – Present

ServiceNow Developer

Responsibilities:

Designed, configured, and supported core ITSM modules including Incident, Problem, Change, Knowledge, and Request Management.

Developed and maintained Service Catalogs with Order Guides, dynamic variable sets, custom workflows, and automation using Flow Designer.

Designed and developed custom scoped applications using Application Studio to address business-specific requirements, including custom tables, forms, and workflows.

Provided direct support to end-users, resolving complex ServiceNow issues and ensuring optimal system performance.

Investigated a recurring issue where HR cases were intermittently failing to assign to HR agents due to misconfigured lifecycle event rules post-upgrade.

Implemented Badge Activation as part of onboarding lifecycle events, integrating with physical security systems through REST APIs for badge requests and access provisioning.

Built and automated Lifecycle Events for onboarding, offboarding, and internal transfers using Flow Designer to streamline activities like provisioning and notifications.

Customized the Employee Center (HR Portal) with HR-specific widgets, knowledge articles, case views, and personalized content using HR criteria.

Developed workflows for Payroll-related requests, such as salary adjustments, and payroll issue resolution, ensuring secure handling of sensitive data.

Created dynamic HR Service Catalog items including "Update Personal Information," "Request Employment Verification," and "Report Payroll Issue" with approvals, client scripts, and notifications.

Led automation of routine tasks using Flow Designer, Orchestration, and PowerShell scripts; reduced manual workload by 30% and improved SLA adherence across ITSM workflows.

Created and customized Service Portals with branded themes, dynamic widgets, and user-focused navigation.

Configured and optimized ServiceNow Employee Center Pro to deliver a centralized, intuitive self-service portal, significantly enhancing cross-departmental engagement and streamlining employee interactions with HR, IT, and other business units.

Configured multiple forms for the Asset module using the Configuration Management Database (CMDB).

Implemented and maintained a comprehensive Configuration Management Database (CMDB) in ServiceNow, ensuring accurate

Designed and implemented tailored ServiceNow solutions, including Business Rules, Script Includes, UI Policies, UI Actions, Client Scripts, and ACLs, leveraging advanced scripting techniques to address complex client requirements.

Led FSM, and Employee Center Pro deployments, improving asset visibility and optimizing field operations.

Managed end-to-end hardware asset lifecycle in ServiceNow, from procurement and deployment to retirement and disposal.

Integrated HAM with CMDB to maintain accurate relationships between hardware assets and Configuration Items (CIs).

Automated asset tracking and status updates using ServiceNow Flows, Business Rules, and UI Policies.

Implemented custom GlideRecord queries and asynchronous GlideAjax calls to handle client-server communication efficiently in performance-sensitive use cases.

Developed custom Notifications, UI Pages, and UI Macros to optimize user experience and improve overall platform functionality.

Built and optimized Next Experience workspaces and Virtual Agents to enhance IT/HR service delivery.

Integrated CSM with FSM for seamless case-to-work-order flow, reducing manual effort by 30%.

Integrated FSM with Asset and Inventory Management, providing end-to-end visibility and automation from service request to resolution.

Implemented and customized ServiceNow FSM modules, including Work Orders, Dispatch Console, and Mobile Agent app, to streamline field service operations and technician workflows.

Developed integrations leveraging HTTP, HTTPS, and WebSocket protocols for secure, real-time data exchange between ServiceNow and external systems such as Active Directory, HR platforms, and third-party applications.

Implemented SOAP and REST API-based web services in ServiceNow to enable bi-directional communication, automating workflows and synchronizing data across enterprise platforms.

Leveraged JavaScript and JSON extensively in client-side scripting and server-side processing to build interactive UI components and facilitate seamless data transfer in compliance with Web 2.0 standards.

Designed and customized Service Portal widgets using AngularJS and Web 2.0 principles to deliver rich internet applications with enhanced user interactivity and smooth page updates without full reloads.

Designed and implemented dashboards and Performance Analytics reports for ITSM, HRSD, and risk management.

Led the data integration with LDAP to synchronize user data into ServiceNow, enabling automated user account creation, role assignment, and access management across the platform.

Designed and maintained secure integrations between ServiceNow and enterprise platforms including Azure, JIRA, and third-party tools using REST/SOAP APIs; managed authentication, payload mappings, and mid-server configurations to ensure stability and scalability.

OIG HHS DC Aug 2019 – Oct 2021

ServiceNow Developer

Responsibilities:

Implemented HRSD with employee self-service portals and automated HR case workflows.

Developed custom Service Portal widgets and dynamic UI pages using AngularJS to deliver interactive and user-friendly experiences.

Configured Workplace Reservation Management for desks, meeting rooms, and parking spaces, including recurring bookings and integration with Outlook/Exchange calendars. Enabled QR code check-ins and mobile app booking via Now Mobile.

Designed and deployed end-to-end workflows for handling employee workplace requests (facility maintenance, ergonomic needs), with automated task assignment, SLA tracking, and integration with Virtual Agent for faster resolution.

Built reusable Script Includes and custom APIs within scoped apps to enable modular development and seamless integration with third-party systems.

Migrated large datasets with data validation and scripting for seamless cutovers.

Managed SPM and PPM implementations with templates, gates, and Agile/Hybrid delivery models.

Implemented and configured Demand, Project, and Program Management modules to streamline strategic planning.

Integrated Demand and Project workflows to automate project creation based on prioritization and scoring models.

Designed and developed scoped applications using ServiceNow Studio to meet tailored business needs.

Built custom applications and tables with security models, automation logic, and approval workflows.

Aligned CMDB structure with CSDM 4.0 standards to improve data integrity and service visibility.

Created and mapped Application Services, Business Applications, and Technical Services as per CSDM best practices.

Built robust Script Includes and REST integrations to connect ServiceNow with third-party systems like Azure AD, Workday, and SCCM, enhancing cross-platform data exchange.

Configured data integrations and custom integrations components (SSO, LDAP, etc.) and integrated legacy systems with ServiceNow using mid-Server, web services, email, and other relevant technologies.

TECHRAKERS LA Aug 2018 Aug 2019

ServiceNow Developer/Administrator

Responsibilities:

Managed ServiceNow upgrades (Jakarta–London) and GDPR compliance initiatives.

Integrated JIRA with ServiceNow, automated Service Catalog workflows and email handling.

Delivered Software Asset Management solutions with license tracking and compliance reporting.

Demonstrated extensive experience working on CMDB, with a strong understanding of configuration items (CIs), CI relation and MID Server installation and clustering.

Worked extensively with the Discovery application to discover CIs from the enterprise Network.

Perigord Premedia Hyderabad, India Jun 2014 - Apr 2016

ServiceNow Developer/Administrator

Responsibilities:

Developed Service Catalogs, CMDB forms, ACLs, and notifications.

Automated new hire provisioning via Orchestration and Azure integrations.

Participated in ServiceNow CMS development and End User Portal design.

Developed and maintained client-side scripts (Client Scripts, UI Policies, UI Scripts) to create dynamic form behaviors, validations, and enhanced user interactions using JavaScript.

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