ServiceNow Developer - ITSM/CSM - GenAI Automation Expert

SAI ARAVIND REDDY KATTERAGANDLA

San Francisco, CA (Open to Relocate) +1-530-***-**** ******************@*****.*** LinkedIn Portfolio PROFESSIONAL SUMMARY

• ServiceNow Developer with 5+ years of experience delivering enterprise implementations across ITSM, CSM, HRSD, and IT Operations, specializing in workflow automation, scoped application development, and CMDB/CSDM-aligned service process engineering.

• Experienced in implementing GenAI-enabled ServiceNow capabilities including Now Assist, Virtual Agent, AI Agents, and Predictive Intelligence to automate resolution workflows and strengthen self-service adoption.

• Strong expertise building Flow Designer automations, Integration Hub integrations, Service Portal and UI Builder experiences, and Scripted REST APIs connecting ServiceNow with enterprise systems.

• Proficient in Performance Analytics reporting, platform governance, release management, and automated testing frameworks supporting scalable ServiceNow environments.

• Seeking full-time opportunities aligned to ServiceNow Developer, ServiceNow Engineer, ServiceNow Consultant, Platform Engineer, Workflow Developer, Integration Developer, and Automation Engineer roles. TECHNICAL SKILLS

ServiceNow Platform & Enterprise Modules: ITSM, ITOM, CSM, HRSD, SecOps, CMDB, CSDM, Service Mapping, Discovery, Event Management, Service Catalog, Knowledge Management

AI, GenAI & Intelligent Automation: Now Assist, AI Agents, Agentic AI Workflows, Virtual Agent, Predictive Intelligence, AI Search Application Development & Experience Layer: App Engine Studio, Scoped Applications, UI Builder, Next Experience Workspaces, Service Portal Workflow & Process Orchestration: Flow Designer, Playbooks, Lifecycle Events, Case Management, SLA Automation, Approval Workflows, AWA Scripting, APIs & Integrations: JavaScript, Glide APIs, Script Includes, Business Rules, Client Scripts, UI Policies, Scripted REST APIs, REST, SOAP, JSON, MID Server, Integration Hub

CMDB, Service Visibility & Data Governance: CMDB Data Modeling, Identification & Reconciliation Engine (IRE), Normalization, Dependency Mapping, Impact Analysis, Transform Maps

DevOps, Testing & Platform Governance: Automated Test Framework (ATF), Release Management, Update Set Governance, Instance Cloning, Platform Upgrades, Git, CI/CD, Agile, Jira

Security, Cloud & Analytics: Access Control Rules (ACLs), Role-Based Access Control, Data Security, Encryption, AWS, Performance Analytics, Reporting & Dashboards, Power BI, Tableau

PROFESSIONAL EXPERIENCE

Software Engineer (ServiceNow Platform) Jul 2025 - Present Work4Flow

• Implemented Now Assist capabilities across ITSM, HRSD, and CSM to generate resolution summaries and knowledge articles, cutting manual documentation effort by 38% while improving case quality.

• Designed Virtual Agent conversations integrated with Predictive Intelligence and AI Search to automate ticket intake and routing, increasing L1 deflection by 31%.

• Optimized AI Search configurations by refining indexing sources and knowledge relevance tuning, improving employee self-service success rates by 27%.

• Established CSDM-compliant CMDB data models using IRE reconciliation and normalization, reducing duplicate CI creation by 42% and strengthening service mapping accuracy.

• Developed scoped HR lifecycle applications through App Engine Studio and Flow Designer, accelerating onboarding process completion by 35%.

• Delivered UI Builder workspaces presenting dependency mapping and operational insights, enabling faster incident diagnosis for engineering teams.

• Integrated enterprise platforms via Integration Hub and Scripted REST APIs, enabling automated data synchronization and reducing manual update dependencies.

• Consolidated multi-module operational data using Transform Maps and CMDB mapping logic, enabling unified reporting for service performance and automation outcomes.

ServiceNow Developer Sep 2023 - May 2025

Associated Students of CSU Chico

• Engineered scoped applications through App Engine Studio to digitize departmental IT services, reducing manual ticket handling and improving request intake efficiency campus-wide.

• Reconfigured Incident, Problem, Change, and Request workflows using Flow Designer and SLA policies, strengthening response tracking and standardizing service delivery operations.

• Introduced HRSD Case Management with Lifecycle Events automation, accelerating employee service processing and minimizing reassignment across HR support queues.

• Designed Service Catalog solutions with dynamic forms and approval routing, cutting request fulfillment turnaround time by 30%.

• Delivered Virtual Agent support integrated with AI Search and Knowledge Management, increasing student and faculty self-service adoption by 26%.

• Automated backend fulfillment logic via Business Rules, Client Scripts, and UI Policies, reducing manual intervention required from IT service teams.

• Connected academic platforms to ServiceNow through REST APIs and Integration Hub, enabling real-time student data exchange and improving request accuracy.

• Refined knowledge indexing and article structuring within Knowledge Management, raising self-resolution rates by 24% and improving content discoverability.

Associate ServiceNow Engineer Jul 2021 - Jul 2023

Hexaware Technologies

• Configured Incident, Change, and Request processes within ITSM using Flow Designer and SLA policies, strengthening ticket lifecycle governance and improving enterprise response compliance.

• Reworked Service Portal interfaces to simplify request submission and tracking, increasing employee adoption and reducing manual service desk intake.

• Introduced Advanced Work Assignment routing aligned to skill and queue capacity models, lowering ticket backlog volumes by 28% across global support teams.

• Automated fulfillment activities through Script Includes, Business Rules, and Client Scripts, accelerating resolution turnaround and reinforcing SLA performance.

• Connected enterprise platforms through REST and SOAP integrations using Integration Hub, enabling real-time data synchronization and eliminating duplicate manual updates.

• Built Performance Analytics dashboards to track SLA adherence and operational KPIs, improving executive visibility into service delivery performance.

• Structured Service Catalog automation with approval routing and task orchestration, improving request processing efficiency.

• Executed Automated Test Framework test suites to validate workflows and catalog configurations, reducing regression testing effort by 60% during release cycles.

Associate ServiceNow Administrator Jun 2020 - Jul 2021 Techsource Services

• Governed user access and data security by configuring ACLs and role-based access control, strengthening platform compliance and protecting ITSM service data.

• Oversaw Incident and Service Catalog request queues to sustain SLA performance and ensure uninterrupted service desk delivery.

• Identified platform configuration and performance issues through continuous monitoring, improving instance reliability and reducing recurring disruptions.

• Refined Service Catalog request models and routing logic, improving assignment accuracy and cutting fulfillment delays by 18%.

• Advanced approval and fulfillment workflows using Flow Designer, increasing processing efficiency across support teams.

• Maintained CMDB data integrity by executing Transform Map imports and validation checks, reducing configuration record discrepancies by 22%.

• Conducted periodic platform audits reviewing integrations, access structures, and scheduled jobs, reinforcing operational stability.

• Supported instance upgrade validation and patch testing cycles, lowering post-release defects and minimizing deployment risk by. PROJECTS

GenAI-Powered Enterprise ServiceNow Automation Platform

• Embedded Now Assist capabilities into ITSM and HRSD workflows to generate resolution summaries and knowledge articles, reducing agent documentation effort while improving case clarity.

• Delivered Virtual Agent interactions integrated with AI Agents and Flow Designer to automate ticket intake and conversational fulfillment, increasing self-service engagement across support channels.

• Connected enterprise systems through Integration Hub to enable automated data exchange supporting GenAI workflows, improving request processing speed and categorization accuracy. University Digital Service Portal Modernization

• Rebuilt campus Service Portal experiences to centralize IT and student service requests, improving request accessibility for faculty and students.

• Introduced Virtual Agent automation integrated with AI Search and Knowledge Management to handle common service inquiries, reducing live support demand.

• Integrated academic platforms using Integration Hub and REST interfaces to support real-time request data exchange within portal workflows.

Student Onboarding Automation Portal

• Designed Service Catalog onboarding journeys to capture student enrollment data and initiate downstream provisioning workflows.

• Automated approval routing and fulfillment orchestration through Flow Designer, accelerating onboarding task completion cycles.

• Configured Lifecycle Event automation to coordinate ID provisioning and orientation scheduling, improving onboarding process consistency.

EDUCATION

Master of Science in Computer Science

California State University Chico, USA

Bachelor of Technology in Computer Science

Reva University Bengaluru, India

CERTIFICATIONS

• Certified System Administrator (CSA)

• Certified Application Developer (CAD)

• Certified Implementation Specialist - Data Foundations (CMDB & CSDM) Micro-Certifications

• Virtual Agent

• Now Assist Executive

• AI Agents

• Flow Designer

• Predictive Intelligence

• Integration Hub

• Agile & Test Management

• Agentic AI Executive

Contact this candidate