ServiceNow Developer and Administrator with 10+ Years IT Experience

Name: Nandhini Natarajan

Contact: +1-629-***-****

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

Visa Type: H4-EAD

LinkedIn Url: https://www.linkedin.com/in/nandhini-natarajan-83a65986/

Summary

Possesses over 10 years of experience in the IT industry, including more than 5+ years as a ServiceNow Developer and Administrator. Demonstrates a strong commitment to enhancing organizational efficiency through innovative solutions in ITSM, CSM, ITOM, ITAM, and GRC.

Spearheaded ITSM workflow development for Incident, Problem, and Change Management using Flow Designer and Business Rules, improving SLA compliance by 25% and reducing manual triaging by 40% through Predictive Intelligence.

Experienced ServiceNow Developer with 5+ years of hands-on expertise in building scalable applications across ITSM, ITOM, HRSD, CSM, and SPM modules.

Proficient in platform development, system administration, third-party integrations, and data migration, backed by certifications including CSA, CAD, and multiple CIS specializations.

Strong communicator and team player with proven success delivering client-facing solutions in Agile environments, including government and enterprise sectors.

Implemented ServiceNow Discovery and Service Mapping to accurately populate the CMDB, integrated SolarWinds and Nagios for centralized monitoring, and enabled Operational Intelligence for proactive anomaly detection.

Deployed Customer Service Management (CSM) to streamline B2B workflows, integrated Salesforce and Zendesk for bidirectional case exchange, and configured Virtual Agent to reduce call center load through self-service.

Built Performance Analytics dashboards and KPIs for CSM, ITSM, and HRSD, enabling leadership to track SLA compliance, case volumes, and trends in real time for improved operational decision-making.

Developed and enforced CMDB governance policies, automated CI metadata synchronization for ownership and support groups, and ensured data integrity through IRE and IntegrationHub ETL best practices.

Led multiple ServiceNow upgrades and applied custom fixes to maintain compatibility, conducted testing and defect resolution with UAT teams, and ensured smooth, stable deployments with zero downtime.

Implemented Value Stream Management (VSM) integrated with GitHub, Jenkins, Jira, and Azure DevOps, improving delivery visibility, reducing cycle time, and enabling real-time flow metric tracking via custom dashboards.

Streamlined Software Asset Management (SAM) by aligning it with ITSM processes, configured asset lifecycle SLAs, and ensured compliance with licensing and entitlements across the enterprise.

Designed and deployed FSM workflows including work order automation, service location mapping, and mobile agent support, reducing resolution time by optimizing dispatch through map-based scheduling.

Customized and unified the Service Portal and Employee Center for ITSM and HRSD, developing dynamic widgets and enhancing the user experience to increase self-service adoption and reduce ticket volumes.

Integrated chat capabilities using Virtual Agent and Connect Chat across HRSD and CSM, enabling seamless case escalation from chats and improving responsiveness and employee/customer engagement.

Automated risk and compliance operations using ServiceNow GRC modules, configured control testing and issue remediation workflows, and enhanced audit readiness while reducing enterprise risk exposure.

Directed the implementation of ITBM modules including Project, Portfolio, and Resource Management, integrated financial tracking, and aligned strategic planning to boost project delivery performance by 20%.

Technical Skill Matrix

ServiceNow Modules: ITSM,ITAM, HRSD, CSM, ITOM, FSM, ITBM/SPM, GRC, SAM

Automation & AI: Flow Designer, Business Rules, Predictive Intelligence, Virtual Agent

CMDB & ITOM: Discovery, Service Mapping, Event Management, Operational Intelligence, IRE

Integrations: REST APIs, Workday, SuccessFactors, Salesforce, Zendesk, Jira, GitHub, Azure DevOps, Jenkins

Portals & UI: Service Portal, Employee Center, HTML, CSS, JavaScript

Analytics & Reporting: Performance Analytics, KPIs, Dashboards, SAP BO, Tableau, Power BI

ETL & Data: IntegrationHub ETL, SQL, PL/SQL, Data Quality & Governance

Security & Access: RBAC, SLA Management, Compliance & Risk Automation

Educational Details

Bachelor of Technology in Information Technology,Anna University, India

Certifications

Certified System Administrator (CSA)

Work Experience

ServiceNow Developer

USAA, San Antonio, Texas.

Oct 2024 to Present.

Responsibilities:

Led the implementation and configuration of multiple ServiceNow modules including ITSM, ITOM, HRSD, CSM, PSDS, and SPM to align with business and operational requirements.

Developed and customized ServiceNow Forms, Reports, Views, Workflows, Groups, and Roles to support end-to-end business processes across IT and HR domains.

Built and maintained ServiceNow dashboards, Performance Analytics indicators, and scheduled reporting to deliver real-time operational insights and KPI tracking.

Designed and configured integrations between ServiceNow and third-party tools such as Elastic, Netcool, and Kafka using IntegrationHub and REST APIs.

Supported ServiceNow platform upgrades and application version transitions while ensuring minimal business disruption and full regression testing.

Customized HR Portals with role-based access control to enhance visibility, transparency, and employee satisfaction, resulting in a 20% improvement in overall HR service engagement.

Deployed and configured Discovery and Service Mapping to maintain an accurate CMDB, improving visibility into application and infrastructure dependencies critical to incident impact analysis and regulatory compliance.

Enabled Operational Intelligence to detect infrastructure anomalies proactively, minimizing unplanned outages and improving overall system uptime—key in maintaining financial system reliability.

Integrated CSM with external ticketing platforms such as Salesforce and Zendesk, and implemented Virtual Agent to enable self-service for clients, significantly reducing contact center workload.

Built custom CSM Portals and Performance Analytics Dashboards to visualize real-time KPIs including case volumes, resolution times, and trending issues, empowering data-driven decision-making by USAA service managers.

Designed and configured Field Service Management (FSM) workflows to support optimized technician dispatch with map-based scheduling and automated territory assignment, enhancing task efficiency and reducing travel time.

ServiceNow Developer

Nutanix, San Jose, California

March 2022 to Sept 2024.

Responsibilities:

Developed and enforced CMDB governance frameworks, including policies, standards, and procedures to ensure data integrity, access control, and regulatory compliance.

Designed and maintained Business Rules, Client Scripts, UI Policies, and Flow Designer flows to support evolving business needs while aligning with platform best practices.

Conducted comprehensive unit and integration testing, collaborated with UAT teams, and resolved pre-production defects to ensure quality deployments.

Participated in business process re-engineering initiatives to migrate legacy ticketing and order management systems into the ServiceNow platform.

Created end-to-end solutions involving ServiceNow Flow Designer, Service Catalog Items, Orchestration, and Business Rules to automate cross-functional tasks.

Utilized AngularJS, Service Portal, and custom UI Scripts to deliver personalized and intuitive user experiences across web and mobile interfaces.

Collaborated in Agile Scrum teams to deliver ServiceNow customizations, enhancements, and new features, while adhering to ITIL and DevOps best practices.

Maintained high code quality and compliance through consistent use of documentation standards, version control (Git), and CI/CD pipelines.

Automated and optimized ITSM workflows, improving service delivery efficiency and reducing incident resolution time across the enterprise.

Integrated Software Asset Management (SAM) with core ITSM processes (Incident, Change, Configuration), ensuring consistent and accurate asset lifecycle tracking.

Built custom ITOM integrations with monitoring platforms such as Nagios and SolarWinds, centralizing alerting and system health insights within ServiceNow.

Oversaw the implementation of the IT Business Management (ITBM) suite, enhancing portfolio and project management, resource planning, and financial tracking—improving project delivery by 20%.

Integrated HR Service Delivery (HRSD) with external HR systems like Workday and SuccessFactors via REST APIs, enabling seamless data exchange and process automation.

Leveraged Flow Designer to automate and enhance workflows across ITSM, HRSD, and CSM, driving greater cross-functional efficiency and reduced manual effort.

Designed and implemented Service Portals using HTML, CSS, and JavaScript, creating intuitive, user-friendly interfaces for both internal teams and external users.

ServiceNow Admin/Developer

Sanofi,Hyd,India.

Aug 2020 to Nov 2021.

Responsibilities:

Developed and automated Incident Management and Problem Management workflows in ServiceNow ITSM, reducing resolution time by 35% through Predictive Intelligence and escalation rules.

Configured and managed Change and Release Management processes, including multi-level approval workflows, impact analysis, and compliance tracking aligned with ITIL standards.

Developed ETL Transform Maps using IntegrationHub ETL v3.2 to import nested and structured third-party data into CMDB, supporting accurate identification and reconciliation via IRE.

Configured HR Chat functionality in ServiceNow HRSD to allow real-time communication between employees and HR agents from case forms and lists, improving response times and engagement.

Implemented Employee Relations (ER) assignment rules, enabling fallback logic to auto-route HR cases when template-based assignments were unavailable.

Configured Consumable Asset Management in the Procurement module to manage bulk asset receipts and automate merging based on Model, Location, and Stockroom.

Customized Employee Center and Service Portal for unified ITSM and HRSD access, developing widgets and dynamic content to enhance self-service capabilities.

Developed Performance Analytics dashboards for Incident, Change, and HR cases, enabling SLA tracking, trend analysis, and KPI reporting for leadership teams.

Sr. Software Engineer

Tandem Informatics, Madurai, India

Sep 2016 – Jul 2020.

Responsibilities:

Developed and maintained SAP Business Objects dashboards to track KPIs and operational metrics for healthcare analytics.

Built automated ETL pipelines to integrate data from multiple sources into the data warehouse using SQL and PL/SQL.

Implemented data validation and governance frameworks, improving data accuracy by 20%.

Created interactive Tableau and Power BI dashboards for clinical and operational reporting, enabling actionable insights for senior management.

Systems Analyst

Effective PMC Pvt. Ltd., Pune, India

Aug 2015 – Aug 2016.

Responsibilities:

Designed and deployed SAP Business Objects reports for telecom performance analysis and customer churn tracking.

Collaborated with stakeholders to define reporting requirements and automated data extraction processes, reducing manual effort by 30%.

Conducted data quality audits and validations across multiple datasets, ensuring reliability of decision-making reports.

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