Senior ServiceNow Developer/Administrator

Location:

Denton, TX

Posted:

February 18, 2026

Contact this candidate

Resume:

Harshitha Kolli

Senior ServiceNow Developer/Admin

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

Mobile: 469-***-****

LinkedIn: www.linkedin.com/in/harshitha-k-366476306

Professional Summary:

Over 10+ years of IT experience with extensive expertise in ServiceNow, working with various modules and platforms including ITIL, ITSM, ITBM, ITOM, ITAM, Incident, Problem, Change Management, Knowledge, Service Catalog, Service Portal, CMDB, and Discovery.

Proficient in multiple ServiceNow versions including Yokohama, Washington, Geneva, Eureka, Helsinki, Madrid, Dublin, Calgary, Istanbul, Jakarta, Kingston, and London, with a strong emphasis on ITSM application support, customer requirements analysis, and ITIL process implementation.

Developed and maintained Self Service Portals and other portals for employee incident and request management.

Experienced in ServiceNow tools including Service Catalog Requests, Asset Management(ITAM), Configuration Management, Event Management, Change, Release, Incident, Problem, Knowledge, Project, and Survey Management, Reporting, and Integration with Web Services via MID Server.

Expertise in the design, development, documentation, and deployment of software features on the ServiceNow platform.

Integrated ServiceNow with various DevOps and cloud platforms.

Strong debugging and problem-solving skills in ITBM.

Skilled in JavaScript, Glide Scripting, AngularJS, Jelly Script, Client Scripts, Server-Side Scripting, Business Rules, debugging, data policies, UI Scripts, and UI Policies.

Worked on CMDB and Asset Management (ITAM) to enhance asset understanding.

Proficient in ITIL/ITSM V3 processes, web services, business rules, client scripts, workflows, web protocols, and service catalogs within ServiceNow.

Created reusable workflows using workflow editor and managed custom events.

Expertise in creating and configuring ServiceNow Applications, Modules, Business Rules, Client Scripts, UI Policies, and UI Actions in ServiceNow studio.

Implemented Discovery from scratch, managed operations, installed MID Servers on remote desktops, and worked on Orchestration and Service Mapping.

Applied Lean practices to everyday processes.

Managed both low and high-severity incidents across the incident lifecycle, adhering to resolution and restoration SLAs.

Developed and maintained integrations with external systems and applications, including AWS services.

Involved in reporting, developing dashboards, and performance analytics.

Developed dashboards and widgets for the HR Service Portal.

Designed scalable and efficient solutions within the ServiceNow HRSD module.

Proficient in workflow alerts and actions, Change and Approval Processes (CAB approvals).

Experience in working with Content Management Systems (CMS) using Jelly Script and UI Macros.

Hands-on experience with Core Java, J2EE, JSP, Servlets, Python, Shell Scripting, PowerShell, and deploying applications using Apache, Tomcat, and WebLogic servers.

Extensive knowledge and implementation experience of IT Service Management (ITSM) frameworks and project management skills, with experience working directly with customers and clients.

Configured LDAP Server and LDAP Listener for user and group table record updates, created users, roles, and groups.

Managed end-to-end ITSM implementation and migration of instances from on-premises to Cloud platform, including data migration, ITSM core modules, ITOM, and GRC implementation.

Generated operational reports, business metrics, and KPI analysis.

Responded to Service Requests and provided incident resolution.

Prepared documentation for requirements, design, installation, unit testing, and system integration of ServiceNow.

Worked with HR knowledge base, improving HR chat, and HR email notifications.

Developed a risk management module within the ServiceNow GRC tool.

Created a customized role with required access for the admin of GRC, documented, and trained GRC users.

Implemented and customized ServiceNow Geneva, including data validation scripting, server/client-side evidence scripting, Security Operations, and GRC.

Knowledgeable in ITOM, Service Mapping, and Event Management integration.

Developed HR Ticket Page for case creation, approval, and rejection.

Installed updates and plugins based on requirements.

Experience in integrating ServiceNow with third-party tools and implementing SOAP and REST APIs.

Expert in update set movement across instances and performed smoke, functional, and UAT testing.

Managed bug fixes, enhancement requests, and provided post-roll-out production support. Knowledgeable in best practices for ServiceNow development and ITIL.

Possesses strong analytical, programming, and communication skills, with excellent problem-solving capabilities and customer service.

Expertise in implementation, design, development, documentation, deployment, and post-production support following SDLC using Agile, Waterfall, and Scrum methodologies.

Extensive experience with SFDC configuration activities, including creating roles, profiles, email services, page layouts, ACLs, workflow alerts and actions, and approval processes.

Good understanding of Remedy Mid-tier system, web services, and Crystal Reports.

Skills:

ServiceNow Modules

ITSM (Incident, Problem, Change Management), ITBM, ITOM, CMDB, Service Catalog, Knowledge Management, HRSD, GRC

Programming Languages

JavaScript, Glide Scripting, AngularJS, Jelly Script, HTML, CSS, XML, AJAX, C, C++, C#, J2EE, SQL, PL/SQL, Python, Perl

Tools & Technologies

Apache Tomcat, WebLogic, IIS, SOAP, REST API,JSON, GitLab CI/CD, Power BI, Explore Analytics, AWS, ServiceNow Studio.

Databases

Oracle, SQL Server, MySQL

Operating Systems

Windows, UNIX

Methodologies

Agile, Waterfall, Scrum, Six Sigma, SDLC

Certification:

ServiceNow Certified System Administrator

Professional Experience:

Client: San Bernardino County Dec 2024 - present

Senior ServiceNow Administrator

Responsibilities:

Implementation, customization, and maintenance of ITIL modules such as Incident, Change, Problem, Knowledge and Survey Management, Reporting, Service Catalog, and CMDB.

Extensively worked on the implementation, configuration, and maintenance of Business Rules, Client Scripts, and UI Policies.

Led end-to-end Hardware and Software Asset Management processes, including procurement, deployment, maintenance, and retirement, ensuring compliance with SACM and CSDM standards.

Configured and maintained Asset Models, Stockrooms, Consumables, CI relationships, Warranty/Contract details, and Lifecycle states to enhance asset visibility and governance.

Designed and customized Asset Workspace (Next Experience) using UI Builder with tailored forms, lists, related lists, and workspace actions for Asset Managers and Contract Managers.

Integrated custom tables such as Vendors/Companies into Asset Workspace, enabling fully functional record creation via Workspace Actions (client & server scripts).

Automated asset lifecycle notifications (warranty expiry, end-of-life, contract expiration) and implemented asset data cleanup, normalization, and reconciliation workflows.

Integrated Tanium with ServiceNow to enable real-time software/hardware inventory updates, configured field mappings, and established discovery source prioritization to avoid duplicate CIs.

Set Tanium as authoritative for key attributes (installed software, CPU, memory), and monitored import sets, transform maps, and ECC queue to maintain stable ingestion.

Implemented and optimized SCCM integration using JDBC and scheduled imports to populate computer, server, and installed software data into CMDB.

Created and managed additional discovery sources like SG-SCCM, ensuring correct CI identification and reconciliation through IRE rules, preventing CI duplication.

Troubleshot SCCM/Tanium integration failures, stale records, import errors, and inconsistent attribute updates, improving overall data quality and CMDB reliability.

Built custom asset and CMDB dashboards/reports to provide visibility into asset health, lifecycle, compliance, and financial impact.

Collaborated with cross-functional teams across ITAM, ITOM, Security, and Procurement to streamline asset governance and enhance platform adoption.

Participated in workshops with ServiceNow partner teams to help companies implement ServiceNow using best practices in ITSM.

Worked on ServiceNow ITOM business development, project delivery/implementation, building ServiceNow ITOM practice & competency (Service Mapping, Discovery, CMDB, Event Management), and providing consultancy services to businesses regarding overall strategic business transformation leveraging ServiceNow.

Involved in gathering the requirements from the business team and creation of technical, and functional specification documents.

Developed and maintained integrations with external systems and applications, including AWS services.

Developed and maintained scripts, workflows, and automation tools in ServiceNow to support continuous integration and continuous deployment (CI/CD) pipelines.

Implemented and maintained CI/CD pipelines using tools like GitLab CI/CD, Azure DevOps integrated with ServiceNow for automated ticketing and workflow management.

Experienced in Performance Analytics which included generating reports, developing Custom Charts and integrating with reporting tools like Microsoft Power BI & Explore Analytics in ServiceNow per requirements.

Created Service Portal pages for the applications as per business requirements in ServiceNow studio.

Integrated AWS services (e.g., EC2, S3, RDS, Lambda, IAM) with ServiceNow to enable seamless operations and data flow.

Worked on the Discovery tool to find all configuration Items and populate the CMDB.

Designed and implemented the CMDB, ensuring that it meets organizational requirements.

Maintained and updated the CMDB regularly to ensure accurate and current data.

Collected and imported configuration item (CI) data from various sources into the CMDB.

Ensured data integrity, quality, and accuracy within the CMDB.

Integrated the CMDB with other ServiceNow modules and third-party systems.

Automated data collection and updates to minimize manual intervention and ensure real-time accuracy.

Customized the CMDB to meet specific business needs and requirements.

Developed new features, forms, and views to enhance CMDB functionality.

Configured the Service Portfolio Management module to align with CSDM standards, ensuring accurate representation of business and technical services.

Ensured that the Configuration Management Database (CMDB) is structured according to CSDM guidelines, with proper categorization of Configuration Items (CIs).

Customized the data model to fit organizational needs while adhering to CSDM best practices, including defining custom tables and fields where necessary.

Implemented data quality rules and mechanisms to maintain data integrity and accuracy within the CSDM structure.

Responsible for creating various homepages including basic Reporting according to the business needs.

Created the Business rules, Catalog Client scripts, and Catalog UI policies for the new service catalog requests developed for various catalogs depending on business needs.

Development experience adhering with SDLC processes like Waterfall, Agile, Test Driven Development.

Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action, and Business Rules.

Used Git for version control of code, ensuring that changes are tracked and managed efficiently.

Managed UI customization code in Git repositories to maintain version history and facilitate collaboration.

Stored and managed workflow scripts and configurations in Git.

Used Git to version control all scripts, enabling rollback to previous versions if needed.

Collaborated with other developers using Git branches and pull requests to manage code changes.

Performed code reviews and integrate changes using Git workflows (e.g., feature branches, pull requests, and merging).

Planned and executed system upgrades, patches, and hotfixes while maintaining version control of all related configuration changes in Git.

Used Git to track changes to platform configurations and customizations, ensuring an audit trail.

Involved in creating and configuring the SLAs as per the requirement.

Created Data Sources for various external applications. Used Import sets and Transform maps to import data into ServiceNow.

Created Access Control List (ACL) rules for forms, tables, and modules, and managed groups/roles according to the requirement.

Responsible for creating various homepages including basic Reporting according to the business needs.

Created Update sets to move customizations between different instances.

Have experience with Data Lookup definitions and implemented in Incident management.

Developed Email Templates and Email Notifications.

Worked on various ServiceNow customization, enhancements as per Client requirements.

Incorporating the coding standards and best practices in the implementation.

Worked on the development of Service catalog - catalog items, designing workflows and execution plans.

Worked in Agile methodology environment.

Experience in working in AGILE based development environment and participating in Scrum sessions.

Design and developed workflows, forms, scripts and underlying logic using SCRUM / Agile methodologies.

Key contributor to Service Integration ITSM Tools team including configuring ITSM tools to engage effectively over the Service Integration Layer, building Web Services for different technologies, and providing support for

demos to internal stakeholders as well as client stakeholders.

Environment: ServiceNow – Yokohama, ServiceNow – Washington,HTML5, CSS3, JavaScript, Bootstrap, Web 2.0 Technologies, ITOM, ITBM, Angular, XML, AJAX.

Client: Northern Trust, Chicago Feb 2023 – Nov 2024

Senior ServiceNow Developer / Administrator

Responsibilities:

Implemented monitoring solutions to track the performance and availability of AWS-integrated services within ServiceNow.

Created reports and dashboards to provide insights into AWS resource utilization and service health.

Ensured that integrations with AWS adhere to security best practices and compliance requirements.

Integration with Slack (Team collaboration tool) with service portal knowledge base.

Experience in GRC module, involved in Audit and Risk management.

Created a customized role with all the required access to the entire application for the admin of GRC.

Responsible for setting up the new vendor in the risk management module within the ServiceNow GRC tool and providing a standard information gathering form (security risk assessment template) to the project manager to be completed by the vendor.

Developed and configured integrations between ServiceNow and Workday using REST, SOAP API’s.

Ensured accurate data mapping and transformation between ServiceNow and Workday systems.

Performed unit testing, system testing, and user acceptance testing (UAT).

Designed and implemented custom REST, SOAP and JSON APIs to integrate ServiceNow with various enterprise systems, enhancing data flow and operational efficiency.

Optimized REST, SOAP and JSON API performance by refining queries and implementing caching strategies, resulting in a 30% improvement in response times.

Utilized REST, SOAP and JSON APIs to facilitate data exchange between ServiceNow and AWS.

Implemented robust error handling and logging mechanisms for REST, SOAP and JSON API integrations, ensuring smooth operation and quick resolution of issues.

Utilized the Flow Designer interface to create flows by defining triggers and actions based on business logic, using minimal coding.

Worked closely with business stakeholders, process owners, and teams to understand their workflow needs and automation goals.

Suggested process improvements and optimize workflows using Flow Designer to streamline tasks and enhance performance.

Developed custom workflows for other business processes or applications within the organization using Flow Designer.

Developed secure APIs by implementing OAuth 2.0, Basic Auth, and token-based authentication, safeguarding sensitive data and ensuring compliance with security standards.

Integrated ServiceNow workflows with external applications using REST, SOAP and JSON APIs, streamlining business processes and improving overall efficiency in ServiceNow studio.

Involved in Maintaining Service Portals, ACLs, User groups, and roles.

Implemented Lean Six Sigma processes to streamline reporting and procedures for the Dose Replacement Program.

Implemented end-to-end Service Catalog, Incident Management, Configuration Management (CMDB) & Asset Management (ITAM), Change Management and Release Management with Knowledge of Content management.

Created intuitive, user-friendly, and visually appealing dashboards.

Utilized ServiceNow's reporting and performance analytics capabilities to develop dashboards.

Ensured dashboards are aligned with best practices for data visualization.

Analyze business requirements to design dashboards that provide actionable insights.

Designed scalable and efficient solutions within the ServiceNow HRSD module.

Provided technical support and troubleshooting assistance for HRSD-related issues.

Provided ongoing maintenance and support for ServiceNow HRSD applications.

Development and design of Self-service Portal. Developed several client-side scripting, Catalog scripts, UI scripts, and server-side scripting based on business rules.

Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions

According to Corporate standards and procedures on a global scale; design, order, implement, and qualify the infrastructure for the MID servers for the ServiceNow system.

With the Tech Writer, create content for the SOPs, Standards, and Operations Handbook for Corporate

MID servers for ServiceNow including the execution of corporate quality-related documentation.

Configured multiple catalog items Front-end web / GUI components using JavaScript, CSS, HTML5, and AngularJS.

Configured UI Page and UI Macro using Jelly and JavaScript.

Created test plan documentation for integration project for Phase 1 and Phase 2.

Worked on various modules of ServiceNow like Incident management, change management, and Problem management, Service Catalog, User Administration, Reporting, and Discovery.

Created the Business rules, Catalog Client scripts, and Catalog UI policies for the new service catalog requests developed for various catalogs depending on business needs.

Evaluate and document major upgrades, patches, and/or hot fixes into the CBD, CBI, and/or Dev Environments for the Corporate MID servers according to qualification processes, and assist Ops with implementation when needed.