User Experience Information Systems

JYOTHI SWAROOP KUMAR PALLA

Jersey City, NJ ******************@*****.*** +1-551-***-**** Linkedin

SUMMARY

ServiceNow Certified Developer and Administrator with around 5 years of experience implementing and enhancing ITSM, CMDB, SPM, HRSD, FSM, CSM, PPM, ITAM, and ITOM modules. Proven success in platform optimization, automation, and seamless integrations across enterprise-scale environments. Skilled in scripting, process engineering, and stakeholder collaboration to deliver scalable solutions that boost productivity and user satisfaction.

EDUCATION

Stevens Institute of Technology, Hoboken, NJ – M.S in Information Systems

Gayatri Vidya Parishad College, INDIA – B.S in Computer Science Engineering

CORE SKILLS

ServiceNow Modules: ITSM, CMDB, HRSD, FSM, CSM, ITOM, ITAM, SPM, PPM

Tools & Features: Flow Designer, Integration Hub, Scoped Apps, Configurable Workspaces, Service Portals

Scripting: JavaScript, AngularJS, HTML5, CSS3, Glide API, Shell

Integrations: REST, SOAP, JSON

Database: Oracle (9i–11g), MySQL

Methodologies: Agile Scrum, SDLC, ITIL

PROFESSIONAL EXPERIENCE

Carelon Global Solutions - ServiceNow Developer California Jan 2024 – Present

Project: Global ITSM Transformation

Responsibilities:

•Configured, customized, and managed core ServiceNow applications and modules, including ITSM, CMDB, SPM, HRSD, and more, to meet organizational requirements.

•Developed and maintained integrations with external systems using REST, SOAP APIs, and Integration Hub to ensure seamless data flow across platforms.

•Created and maintained detailed technical documentation for configurations, customizations, and integrations, ensuring efficient knowledge sharing and transparency.

•Collaborated closely with architects, project managers, and stakeholders to translate business requirements into effective workflow solutions and system configurations.

•Designed and developed Proof of Concepts (POCs) to validate and demonstrate new solutions to stakeholders, ensuring alignment with business goals and objectives.

•Served as a technical mentor and subject matter expert, conducting peer reviews and encouraging knowledge-sharing initiatives to foster team growth and skill development.

•Designed and configured Service Catalog items, utilizing core activities like approvals, notifications, and catalog tasks to streamline request fulfillment and improve user experience.

•Leveraged platform capabilities, such as Business Rules, Client Scripts, Workflows, UI Policies, UI Scripts, UI Actions, ACLs, and Data Policies, to enhance user experience and optimize feedback collection processes.

•Developed and customized reports and dashboards within ServiceNow to provide real-time insights to stakeholders, improving data visibility by 25% and aiding in better decision-making.

•Utilized JavaScript and AngularJS for UI scripting, enhancing the overall user interface, resulting in a 10% increase in user engagement.

•Led the triage process to prioritize and address 3+ critical issues daily, ensuring prompt resolutions and minimizing service disruptions.

•Monitored, documented, and analyzed service level agreements (SLAs), driving continuous performance improvements to enhance service delivery.

Achievements:

Improved data accuracy by 40% through CMDB cleanup and enhanced Discovery integrations.

Automated key ITSM workflows, reducing ticket resolution time by 30% and improving SLA adherence.

Integrated 5+ external systems via REST APIs, enabling seamless data exchange across platforms.

Accenture – ServiceNow Application Engineer India Feb 2021 – July 2023

Project: ServiceNow ITSM Process Optimization

Responsibilities:

ServiceNow Module Management: Implemented and managed core ServiceNow modules including ITSM, FSM, CSM, PPM, ITAM, ITOM, and HRSD, tailoring configurations to meet organizational requirements and enhance service delivery.

User Experience Optimization: Configured and utilized Flow Designer, Integration Hub, UI Builder, Playbook, and Configurable Workspaces to enhance the user interface and streamline workflows, improving overall user experience.

Custom Application Development: Developed custom applications using ServiceNow Scoped Applications Development, implementing effective ServiceNow architecture to ensure scalability, performance, and maintainability.

Automation and Security: Created workflows, business rules, UI actions, UI policies, and ACLs, ensuring robust security and efficient automation across multiple ServiceNow modules.

Third-Party Integrations: Integrated third-party applications with ServiceNow using REST, SOAP, and JSON-based APIs, facilitating seamless data exchange and extending platform capabilities.

Stakeholder Communication: Effectively communicated complex technical solutions and system updates to stakeholders at all levels, ensuring alignment with business objectives and user requirements.

ITIL Process Implementation: Implemented Incident, Problem, Change, and Request Management processes, ensuring adherence to ITIL best practices. This resulted in a 20% improvement in first-call resolution rates and optimized service delivery.

Service Portal and Widget Development: Designed and developed custom Service Portals, including Service Widgets, using HTML, client-side and server-side scripting, to meet specific business needs and improve user interaction.

Code Reviews and Knowledge Sharing: Conducted over 50 code reviews, ensuring adherence to best practices, standards, and guidelines, while fostering knowledge sharing and continuous improvement within the development team.

Agile Collaboration: Participated in daily stand-up meetings with the product owner and stakeholders to monitor project progress, identify blockers, and ensure alignment with business goals using Agile Scrum methodologies.

Code Deployment and Updates: Deployed code across QA and production environments using Update Sets, ensuring smooth transitions and minimal disruptions to business operations.

Achievements:

Boosted first call resolution by 20% by refining Incident, Problem, and Change workflows based on ITIL best practices.

Reduced manual effort by 50% through scoped app development and Flow Designer automation.

Enhanced Service Portal performance by 40% by optimizing widgets and UI scripts.

Certifications

ServiceNow Certified System Administrator

ServiceNow Certified Application Developer

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