ServiceNow Developer-Administrator - ITSM, ITOM, GRC Expert

NAME: Cheruku Madhan babu

CONTACT: +1-903-***-****

EMAIL: ***********@*****.***

LINKEDIN URL: https://www.linkedin.com/in/cheruku-madhan-babu-49229a205/kkkkkkk

PROFESSIONAL SUMMARY:

Possessed 4+ years of hands-on ServiceNow experience as a Developer/Administrator, delivering solutions across ITSM, HRSD, ITOM, ITAM,HAM and GRC to improve automation, SLA adherence, and platform governance.

Delivered enterprise-scale ServiceNow ITSM implementations covering Incident, Problem, Change, Knowledge, and Service Catalog modules, aligning processes with ITIL best practices and organizational service governance.

Optimized ticket lifecycle workflows, SLAs, and escalations through automation and scripting, resulting in improved service reliability, reduced MTTR, and enhanced operational efficiency across support teams.

Implemented and enhanced ServiceNow HRSD solutions including Employee Center, HR Case Management, Lifecycle Events, and Knowledge Management to streamline employee service delivery across HR functions.

Designed and configured ServiceNow ITOM capabilities including Discovery, Event Management, and Service Mapping to provide end-to-end visibility into infrastructure and application services.

Enabled proactive operations by integrating monitoring tools, correlating events, and automating incident creation, leading to faster issue detection and improved service stability.

Architected and governed ServiceNow CMDB aligned with CSDM principles, establishing accurate CI classes, relationships, and ownership models across enterprise environments.

Implemented ServiceNow GRC/IRM modules including Risk Management, Policy and Compliance, Issues Management, and Third-Party Risk to support enterprise risk and compliance programs.

CERTIFICATIONS:

Certified System Administrator

Technical skill matrix:

Module

Description

IT Service Management (ITSM)

Automates and optimizes IT service delivery processes including Incident, Problem, Change, and Service Catalog Management& JavaScript Angular JS,HTML,CSS,ATF .

IT Operations Management (ITOM)

Enhance operational visibility and efficiency through Discovery, Service Mapping, Event Management, and Orchestration.

Configuration Management Database (CMDB)

Acts as a single source of truth for configuration items and relationships, supporting impact analysis, change, and compliance.

Human Resources Service Delivery (HRSD)

Provides a unified platform for HR case management, employee requests, lifecycle events, and HR workflows.

Governance, Risk, and Compliance (GRC)

Centralizes risk, compliance, and audit processes to identify, assess, and mitigate organizational risks.

Integrations

Enables seamless data exchange and workflow automation with third-party systems using REST APIs, MID Server, and orchestration.

WORK EXPERIENCE:

Role: ServiceNow Developer

AU Health systems, Augusta Georgia. JULY 2025 TO PRESENT

RESPONSIBILITIES:

Partnered with product management and stakeholders to translate complex business requirements into scalable, maintainable ServiceNow technical designs aligned with future upgrades.

Configured and customized the ServiceNow platform using best practices, including tables, fields, Business Rules, Client Scripts, UI Policies, workflows, and Flow Designer.

Designed and implemented roles, ACLs, authentication, and LDAP-integrated IAM solutions to ensure secure access and compliance.

Built and maintained REST API and Integration Hub (iHub) integrations with enterprise systems to enable automated data flow.

Developed reports, dashboards, workspaces, service portals, and data visualizations to deliver actionable performance insights.

Ensured platform quality through unit, regression, and ATF testing, supported upgrades, patches, instance migrations, and routine maintenance activities.

Provided ongoing platform support, documentation, training, incident resolution, and continuous improvement, managing change and releases through JIRA.

Role: ServiceNow Developer.

Credence, VA July 2024 to MAY 2025

RESPONSIBILITIES:

Designed and automated Change Management processes end to end, including approvals, risk assessments, and change calendar integration, reducing unauthorized changes by ~65% through enforced approval gates and automated conditions.

Built Service Catalog items and record producers using variable sets and UI policies, improving end-user experience and reducing manual request handling.

Automated HR Lifecycle Events such as onboarding, role changes, and offboarding using Flow Designer and orchestration, cutting manual HR coordination efforts by ~70%.

Designed employee-friendly self-service portals and content structures, increasing portal adoption and reducing repetitive HR inquiries.

Integrated enterprise monitoring tools with Event Management, enabling automated alert ingestion and intelligent event correlation.

Implemented Discovery and data integrations to populate and maintain CI records, improving CMDB data accuracy by ~80%.

Configured Identification and Reconciliation Engine (IRE) rules to prevent duplicate CI creation.

Automated control testing and evidence collection to support internal audits, reducing audit prep effort by ~70%.

Role: ServiceNow Developer.

TEXAS A&M UNIVERSITY COMMERCE SEP 2022 – APRIL 2024

RESPONSIBILITIES:

Implemented ServiceNow HRSD solutions including HR Case Management, Employee Center, and Knowledge to streamline employee service delivery across HR operations.

Configured HR services, templates, and fulfillment workflows to standardize case intake, routing, and resolution for HR teams.

Implemented ServiceNow ITOM capabilities including Discovery, Event Management, and Service Mapping for enterprise infrastructure visibility.

Configured Discovery schedules, credentials, and probes to identify on-premises, cloud, and hybrid infrastructure assets.

Designed and governed the ServiceNow CMDB aligned with CSDM principles to support service-centric operations.

Defined CI classes, attributes, and relationships to accurately represent enterprise infrastructure and application landscapes.

Implemented ServiceNow GRC/IRM modules including Risk Management, Policy and Compliance, Issues Management, and Third-Party Risk.

Configured risk assessment methodologies, scoring models, and workflows aligned with organizational risk frameworks.

Role: ServiceNow Developer/ Administrator

Maveric Systems, Chennai India. NOV 2020 – JULY 2022

RESPONSIBILITIES:

Created role-based access control (RBAC) and security rules to enforce least-privilege access across ITSM modules, ensuring compliance with internal policies and audit requirements while protecting sensitive IT assets.

Built interactive performance analytics dashboards and reports, delivering insights into ticket trends, backlog health, team performance, and customer satisfaction metrics to stakeholders and leadership for data-driven decisions.

Enforced role-based access controls and data security policies to protect sensitive employee information and meet compliance requirements.

Integrated HRSD with external HR systems such as Workday and Active Directory to maintain accurate employee and organizational data.

Supported proactive operations by identifying recurring infrastructure issues through event analytics and trend analysis.

Collaborated with infrastructure and application teams to align ITOM configurations with operational standards and architecture.

Supported audit and compliance initiatives by ensuring CMDB data traceability and governance controls.

EDUCATIONAL DETAILS:

I completed master’s in computer science & information systems at Texas A&M University Commerce.

I completed bachelor’s degree in Electronics and Communication Engineering at Gitam University Vishakhapatnam.

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