ServiceNow Developer with ITSM & CMDB Expertise
Resume:
Siva B
ServiceNow Developer
********.***@*****.***
SUMMARY –
Led administration of enterprise ServiceNow environments by managing user access controls, ACL governance, update set strategies, and instance upgrades to ensure platform stability and security.
Designed and developed scalable ServiceNow applications by leveraging Application Engine, Script Includes, Business Rules, Client Scripts, and Flow Designer to deliver modular and maintainable solutions.
Implemented structured data models and table relationships by defining CI classes, attributes, and dependencies to support scalable CMDB and application architecture.
Developed reusable server-side and client-side scripting frameworks using JavaScript, Glide APIs, AJAX, and REST integrations to enhance platform extensibility.
Implemented end-to-end ITSM modules including Incident, Problem, Change, Request, and CMDB by configuring workflows, SLAs, assignment rules, and approval processes to streamline service operations.
Optimized Change Management processes by designing risk assessment logic, automated conflict detection, and CAB workflows to strengthen governance controls.
Configured advanced SLA definitions and escalation mechanisms using schedule-based timers and workflow triggers to improve service accountability and compliance.
Designed and deployed Customer Service case management lifecycle by implementing intake channels, entitlement validation, automated routing, and escalation mechanisms to improve resolution efficiency.
Integrated Knowledge Management frameworks by structuring article workflows, approval lifecycles, and feedback mechanisms to enhance self-service adoption.
Led enterprise CMDB transformation initiatives by defining CI lifecycle states, governance standards, identification rules, and reconciliation policies to improve data integrity and visibility.
Implemented Discovery, Service Mapping, and Cloud Discovery by configuring identification and reconciliation rules to automate CI population and reduce manual inconsistencies.
Designed event management integrations by correlating infrastructure alerts with configuration items to enable proactive incident generation and operational visibility.
Governed CMDB health metrics by leveraging completeness, correctness, and compliance dashboards to maintain configuration data accuracy.
Automated HR onboarding and offboarding workflows by orchestrating lifecycle events, task automation, and approval flows to improve employee service delivery.
Configured HR case management processes by implementing secure routing logic, SLA enforcement, and knowledge integration to ensure policy compliance.
Designed and implemented REST and SOAP integrations by developing scripted APIs, authentication mechanisms, and transformation logic to enable secure third-party system connectivity.
Managed bulk data imports and transformation pipelines by configuring Transform Maps, staging validations, and reconciliation logic to ensure accurate data migration.
Implemented Automated Test Framework strategies by creating reusable test suites to validate application logic and ensure upgrade-safe deployments.
Facilitated stakeholder workshops and UAT sessions by translating business requirements into scalable ServiceNow solutions to drive adoption and alignment.
Strengthened platform governance by enforcing upgrade-safe customization practices, modular scripting standards, and structured release management processes.
TECHNICAL SKILLS-
Category
Technologies / Tools
ITSM / Enterprise Platforms
ServiceNow (ITSM, CSM, HRSD, CMDB, Discovery, Service Mapping, UI Builder, IRM), HP Service Manager, HP Asset Manager
Programming Languages
JavaScript, Java, C, C++, Python
ServiceNow Scripting
Glide APIs, AJAX, JSON, Jelly Script, Script Includes, Business Rules
Web Technologies
HTML, CSS, Bootstrap, AngularJS, XML
Databases
Oracle (8i–11g), MS SQL Server (2008R2, 2019), MySQL, MS Access
J2EE Technologies
Servlets, JSP, JSTL, EJB, Spring (IOC, AOP), Hibernate, Struts, JDBC, JMS, JNDI
Integration Technologies
REST APIs, Web Services, SOAP
Application Servers
IBM WebSphere, WebLogic, Apache Tomcat
Development Tools
Eclipse, NetBeans, TOAD, Maven, Ant, Log4j, Rational Rose
Operating Systems
Windows, UNIX, Linux
Methodologies
Agile, Scrum, Waterfall, SDLC, XP
PROFESSIONAL EXPERIENCE
Capital One Plano, TX Jan-2025-Present
Role: ServiceNow Developer
Responsibilities:
ServiceNow implementations across ITSM, IRM, CSM, HRSD, ITAM (HAM/SAM), and ITOM, aligning platform capabilities with business and regulatory objectives.
Architected scalable, upgrade-safe solutions using Script Includes, Business Rules, Client Scripts, Flow Designer, and Integration Hub to ensure modular and maintainable platform design.
Designed and governed enterprise CMDB architecture by defining CI class models, identification rules, reconciliation policies, and lifecycle standards to strengthen configuration data integrity.
Implemented Discovery, Service Mapping, and MID Server integrations to automate CI population and enable impact-aware incident and change management.
Built Change Management framework from inception by integrating CMDB relationships, automated risk assessment, CAB workflows, and role-based data security controls.
Integrated ITAM (HAM & SAM) with CMDB by designing asset-to-CI relationships, normalization logic, and reconciliation rules to improve compliance tracking and service dependency accuracy.
Streamlined Service Catalog and request lifecycle through intuitive form design and Flow Designer automation to enhance fulfillment efficiency and user experience.
Configured HRSD suite including COE structures, onboarding/offboarding workflows, secure portals, and knowledge integration to modernize employee service delivery.
Designed and implemented secure REST/SOAP integrations and scripted APIs to enable seamless third-party system connectivity across enterprise environments.
Implemented Event Management correlations linking infrastructure alerts with configuration items to enable proactive incident generation and operational visibility.
Established platform governance standards including ACL frameworks, role-based access models, structured release management, and upgrade-safe customization strategies.
Automated regression and functional validation using Automated Test Framework (ATF) to maintain system stability across deployments and upgrades.
Managed end-to-end platform upgrades and patch deployments through structured impact analysis, retrofit validation, and post-upgrade regression testing.
Integrated Now Assist and GenAI capabilities within Incident and Change Management to deliver AI-driven summaries, intelligent routing, and contextual resolution guidance.
Developed reusable LLM-based orchestration modules using Flow Designer, Integration Hub, and Virtual Agent to enable AI-powered automation and contextual agent assistance.
CGI Boston, Westboro, MA Aug-2023-Dec-2024
Role: ServiceNow Developer
Responsibilities:
Implemented ServiceNow GRC capabilities by configuring policy lifecycle management, remediation tasks, compliance workflows, and audit dashboards to strengthen enterprise risk governance.
Configured Policy Portal and ESS integrations by enabling acknowledgment workflows, scheduled jobs, UI enhancements, and event-driven notifications to improve policy awareness and compliance tracking.
Established enterprise CMDB data models by defining CI classes, federation strategies, and authoritative data sources to support scalable configuration management.
Enforced CMDB governance by implementing Identification and Reconciliation Engine (IRE) rules, CI ownership frameworks, certification processes, and audit controls to maintain data integrity.
Enabled infrastructure visibility by deploying Discovery and Service Mapping solutions, including structured cloud CI ingestion for AWS and Azure environments.
Implemented ITAM (HAM & SAM) processes covering procurement, deployment, maintenance, retirement, normalization, and reconciliation to ensure full asset lifecycle governance.
Aligned hardware asset workflows with ITSM and Service Catalog processes to enable self-service requests, automated approvals, and compliant asset tracking.
Executed enterprise asset and configuration data migration initiatives using Import Sets and Transform Maps, ensuring validated onboarding of legacy records into CMDB.
Configured Preventive and Corrective Maintenance processes using maintenance plans, meter-based triggers, assignment rules, and SLA monitoring to improve operational reliability.
Enabled mobile workforce capabilities using Now Mobile and Mobile App Studio to support real-time inspections, task updates, and asset data capture.
Implemented core ITSM modules including Incident, Problem, Change, Service Catalog, and SLA Management by configuring workflows, UI policies, automation scripts, and governance controls.
Enabled HRSD capabilities including COE structures, case management, onboarding workflows, knowledge lifecycle integration, and Employee Service Center portals to modernize HR service delivery.
Integrated ServiceNow with external systems using REST/SOAP APIs and secure authentication mechanisms to ensure seamless enterprise connectivity.
Strengthened CMDB health by leveraging Discovery, reconciliation policies, dashboards, and governance metrics to maintain a single source of truth.
Delivered executive dashboards and compliance reporting to provide visibility into remediation status, preventive maintenance metrics, SLA adherence, and asset lifecycle performance.
Tanzanite Software Technologies Private Limited, Hyd, Telangana June-2018- July-2023
Role: Service Now Admin/Developer
Responsibilities:
Executed low-fidelity interactive prototypes for usability testing and incorporated findings into development planning, ensuring improved user experience.
Managed Configuration Management Database (CMDB) to maintain accurate configuration data, status accounting, and reporting, ensuring alignment with ITSM and ITOM processes.
Coordinated with stakeholders to gather required information and maintain quality and accuracy of Configuration Items across the enterprise.
Led CMDB initiatives by translating infrastructure, application, and security requirements into ServiceNow CMDB data models supporting operational workflows.
Facilitated CMDB discovery and workshops using ServiceNow Discovery, Service Mapping, and Cloud Discovery to align CI data with business services.
Collaborated daily with development and analyst teams to identify and resolve defects, ensuring timely resolution and SLA adherence.
Utilized ServiceNow platform capabilities including Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, and ACLs for operational efficiency.
Prepared unit, integration, and system test cases; executed tests in prepared environments to validate ServiceNow implementations and module enhancements.
Maintained ITIL modules including Incident, Change, Problem, Knowledge, Service Catalog, and CMDB, performing data imports, reporting, custom scripting, and third-party integrations.
Implemented Change Management processes along with CMDB configuration adjustments, form management, and workflow automation for process standardization.
Restructured CMDB with application owners based on enterprise architecture and Section 508 compliance, providing training and mentoring on accessibility standards and testing tools.
Supported Agile delivery using Scrum methodology, contributing to two-week sprint cycles for consistent high-quality output.
Applied JavaScript automation for UI Policies, Client Scripts, UI Actions, and Business Rules to improve system functionality and reduce manual effort.
Administered ServiceNow ITIL, CMDB, ITBM, and PPM modules, managing system updates, user access, issue resolution, and overall platform health.
Configured Service Portal pages, widgets, dashboards, and integrations using HTML, CSS, JavaScript, REST/SOAP APIs, Import Sets, and Transform Maps to improve navigation, data flow, and reporting.
Optimized ITBM modules including Demand, Resource, and Financial Management, automating project approvals, milestone tracking, workflows, and integrating financial data with external systems for enhanced decision-making.
Vertucom, Coppell, TX Aug-2016-May-2018
QA Tester
Responsibilities:
Defined test strategy, estimations, and test plans to align with project requirements and regulatory standards.
Coordinated testing activities across onsite and offshore teams to ensure adherence to established QA standards and processes.
Prioritized test tasks and assigned responsibilities to team members to optimize resource utilization and delivery timelines.
Reviewed change requests, business requirements, and SDLC documentation as a stakeholder to ensure completeness and alignment with testing scope.
Assessed testing deliverables to confirm compliance with regulatory and quality standards.
Oversaw review and approval of manual and automated test scripts, execution results, and traceability within HP ALM.
Tracked and reported incidents in the test environment during formal execution, ensuring timely resolution.
Monitored risks, non-compliance, and deviations from application teams, escalating issues to Project Manager and stakeholders promptly.
Participated in automation feasibility studies, regression planning, and test case design to maximize testing efficiency.
Executed, monitored, and analyzed automated regression tests, identifying failures and coordinating resolution.
Ensured timely delivery of all testing documentation to clients, maintaining completeness and adherence to quality standards.
Managed metrics tracking, issue/risk logging, and published weekly/monthly status reports to provide visibility into testing progress and outcomes.
ITSM Tools
ServiceNow, ITSM SUITE, CSM, IRM, HRSD SUITE, Mobile Studio, App Engine Studio, Performance Analytics, Employee Center, Discovery, MID Server
ITSM
Implemented and supported ITSM modules including Incident, Problem, Change and Request Management.
Developed Service Catalog items, UI Policies, Client Scripts, and custom workflows using Flow Designer.
Configured SLAs, notifications, assignment rules, and automated task routing.
Performed CMDB updates, service mapping, and ITSM data migration activities.
REST / API Integrations
Designed and developed REST API integrations using Scripted REST APIs and IntegrationHub.
Consumed third-party REST services using REST Message, OAuth 2.0, and token-based authentication.
Implemented inbound/outbound API integrations for ticketing, user sync, and CMDB updates.
CSM (Customer Service Management)
Configured CSM modules including Case Management, Agent Workspace, and Playbooks.
Developed customer portals with custom widgets and service catalog items.
Automated case assignment, SLAs, entitlements, and communication templates.
Implemented Contracts, Knowledge Management, and end-to-end customer service workflows.
IRM / GRC (Integrated Risk Management / Governance, Risk & Compliance)
Configured GRC modules including Policy, Risk, Audit, and Compliance Management.
Built automated control tests, risk assessments, and evidence collection workflows.
Integrated GRC with CMDB and ITSM for end-to-end risk visibility and reporting.
HRSD (Human Resources Service Delivery)
Implemented HR Case Management, HR Service Catalog, and knowledge articles.
Configured Lifecycle Events for onboarding, offboarding, and employee transitions.
Developed HR workflows and secure data access controls.
Built and customized Employee Service Center pages with intuitive UI components.
Languages
C, C++, Java, JavaScript, Jelly, AngularJS, HTML, Bootstrap, AJAX, CSS, XML
Scripting
JavaScript, Jelly Script, JSON, PowerShell, Python
Integrations
REST/SOAP APIs, OAuth 2.0, API Key Auth, LDAP Integration, Workday, AWS, Azure, IntegrationHub Spokes
Database
Oracle, MS SQL Server, MySQL, CMDB
Web Technologies
PHP, XML, HTML, JavaScript, AngularJS, HTML/CSS, Service Portal Widgets
Operating Systems
UNIX, Linux, Windows
Methodologies
SDLC, Waterfall, Agile, Scrum
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