Senior ServiceNow Developer & Admin

NagaTeja Ravilla

Sr ServiceNow Application Developer/ Admin

+1-940-***-**** *.************@*****.*** LinkedIn: Tejaone ServiceNow Certified: CSA, CAD PROFESSIONAL SUMMARY

A passionate tech enthusiast who believes in being a rounded personality capable of adapting to any role. ServiceNow Application Developer with 4+ years of experience delivering scalable, secure, and efficient solutions across a wide range of domains, including ITSM, ITOM, ITAM, HRSD, CSM, GRC, SOM, FSM and SPM. Specialized in Integration Hub, custom spoke development, Flow Designer, and Adept at integrating AI capabilities (Virtual Agent, Predictive Intelligence) with workflows to streamline operations and enhance user experience. Virtual Agent (VA) chatbot integrations, with a deep focus on UI/UX design and Angular development. Proven track record in designing intuitive, user-friendly interfaces that optimize the end-user experience and drive adoption across Healthcare, Retail, and Enterprise environments. Expert in building responsive web interfaces, custom widgets, and interactive portals in ServiceNow, leveraging AngularJS for dynamic functionality and seamless integration with the platform. Experienced in UI/UX design principles such as accessibility (WCAG), responsive design, front-end technologies (Web 2.0), APIs (REST/SOAP), and leveraging web communication protocols and user- centered design (UCD). Skilled in integrating ServiceNow with third-party systems (e.g., SAP, Azure, Workday, SharePoint) via REST, SOAP, LDAP, and SSO Certified ServiceNow Administrator (CSA) and Application Developer (CAD), with a passion for leveraging Generative AI and prompt engineering to automate and optimize workflows. Strong communicator, skilled in both technical problem-solving and collaboration with cross-functional teams to deliver impactful ServiceNow solutions.

Technical Skills

ServiceNow Expertise : ITIL, ITSM, CSDM, CMDB, ITOM, ITAM, SAM, HAM, CSM, HRSD, ITBM, GRC Testing tools : Automated Test Framework (ATF), Selenium, Postman, SoapUI, JIRA, TestRail Development & Scripting : Angular, JavaScript, Glide Script, Web 2.0, HTML, CSS, Glide Ajax, Script Includes, Client Scripts, UI Actions Integrations & Web Services : REST API, SOAP API, LDAP, SCCM, MID Server, SSO, OAuth, Workday, SAP, Share point, SQL, Microsoft Suite Process & Workflow Automation : Flow Designer, Business Rules, UI Policies, Scheduled Jobs, Notifications, Events, ACLs, ATF, Orchestration Reporting & Analytics : Performance Analytics, Dashboards, SLA Metrics, KPIs, Data Visualization, Reports, Scheduled Reporting DevOps & Cloud Platforms : Jenkins, Ansible, AWS CloudFormation, Terraform, Azure DevOps, Git, CI/CD Pipelines Software Methodologies : Agile, Scrum, SDLC

PROFESSIONAL EXPERIENCE

Sr ServiceNow Developer /Admin July 2023 - Present Client: Starbucks Remote, USA

● Designed and implemented custom spokes for Integration Hub to connect ServiceNow with external tools like JIRA and SAP, reducing manual data entry by 30%.

● Developed and maintained HRSD and ITSM modules supporting 50,000+ employees.

● Designed knowledge-centered support structure for customer service operations using CSM.

● Integrated ServiceNow with Azure AD, Workday, and internal CRM tools to enable unified employee portals.

● Migrated legacy HR and Case Management systems to ServiceNow with minimal downtime.

● Created custom scoped applications using App Engine and Studio for operations automation. Created App Engine solutions for automating supply chain requests and procurement approvals across retail stores.

● Developed business rules, client scripts, and notifications using ServiceNow Studio for managing point of sale incidents and support requests.

● Developed and implemented role based UI Builder workspaces and Service Portals for retail staff and departments.

● Created custom widgets and page layouts for ServiceNow Service Portals, tailored to retail operational needs.

● Created ServiceNow Integration Hub flows for synchronizing order status and shipment data between ServiceNow and ERP platforms.

● Designed and styled ServiceNow Service Portals using CSS3, HTML5, and JavaScript to improve user experience and accessibility.

● Customized ITSM modules (Incident, Change, Problem, Request, and Knowledge).

● Developed Catalog Items and associated flows with variable mappings and script actions.

● Built reusable UI components and templates, speeding up development time by 30% across multiple projects.

● Enhanced Agent Workspace with real-time case data panels, custom UI macros, and playbook automation for Tier 1 support teams.

● Supported Incident, Asset, and Configuration Management processes.

● Built custom CSM portal pages for B2B customers, integrating live chat, case lookup, KB suggestions, and feedback mechanisms.

● Designed and deployed a multilingual Virtual Agent chatbot integrated with CSM and ITSM modules.

● Configured custom NLU models and trained intents/entities for over 50 frequently asked questions.

● Integrated ServiceNow Generative AI to generate contextual responses, summarize user input, and recommend resolutions.

● Enabled seamless handoff to live agents via Agent Workspace with real-time case creation and pre-filled data.

● Reduced first-response time by 70% and improved customer satisfaction (CSAT) by 25%.

● Developed multi-step flows and sub flows in Flow Designer to automate incident creation, change requests, and asset management processes.

● Led platform upgrade analysis, handling skipped records and regression testing. ServiceNow Developer/Admin Jan 2022 - Feb 2023

Client: US Bank

● Implemented ITSM & ITOM for banking IT operations, improving compliance tracking and service efficiency.

● Automated regulatory reporting (SOX, PCI-DSS, GDPR), reducing audit efforts by 40%.

● Enhanced platform UX by developing custom Service Portals and Catalog Widgets.

● Implemented reusable Script Includes and Business Rules for enterprise workflows.

● Created ServiceNow App Engine applications for enterprise access requests, role management, and approvals across departments.

● Developed advanced business rules and workflow logic within ServiceNow Studio to streamline enterprise HR and IT requests.

● Created personalized UI Builder dashboards and role-based workspaces for department leaders and service owners.

● Integrated ServiceNow with external SaaS platforms (e.g., Slack, MS Teams) using Integration Hub for seamless enterprise collaboration.

● Created and administered Contextual Chat within workspaces, allowing staff to review and resolve incidents more effectively.

● Remodeled over 50,000+ CIs across Business Applications, Technical Services, and Application Services to fit CSDM class structure and lifecycle best practices.

● Integrated Foundation Data with Workday and Azure AD to automate and standardize Company, Location, Department, and Cost Center data.

● Created and maintained CMDB Data Manager and Lifecycle Job Plans to enforce class-specific rules, relationship constraints, and decommission logic.

● Enabled Service Mapping across 15 business-critical applications using updated CI relationships and DNS/Load Balancer patterns.

● Worked closely with enterprise architects to define and implement governance policies and an internal CSDM compliance audit framework. ServiceNow Consultant Jan 2021 – Dec 2021

Florida Blue

● Designed and implemented modern, responsive user interfaces in ServiceNow using Service Portal and Now Experience UI Framework.

● Implemented AI search and contextual help across multiple portals.

● Architected an enterprise-wide Employee Experience portal using HRSD, integrated with Workday and Microsoft Teams.

● Led cross-functional workshops with HR, Sales, and Customer Operations teams to define and refine platform requirements.

● Implemented field service workflows using FSM for clinical service scheduling, logistics, and dispatch.

● Developed integrations using Integration Hub to connect with Salesforce CRM and third-party telephony systems.

● Conducted governance reviews to ensure platform alignment with enterprise architecture and best practices.

● Designed and developed 10+ scoped applications using App Engine and ServiceNow Studio.

● Utilized ServiceNow Application Templates and Scoped Applications for structured, maintainable app design.

● Developed and configured custom pages and dashboards using ServiceNow UI Builder.

● Created and configured integration triggers and flow logic using ServiceNow Flow Designer.

● Created Contextual Chat and User Assistance within workspaces for enhanced productivity.

● Developed custom widgets and front-end components using AngularJS, HTML, CSS, and JavaScript, reducing ticket submission time by 40%

● Led an offshore and onshore ServiceNow team, managing ITSM, ITOM, CMDB, CSDM and ITAM modules.Led bi-weekly UI/UX design reviews with stakeholders and product owners to drive iterative improvements and feature enhancements

● Implemented and configured ITSM (Incident, Problem, Change Management) and ITOM (Discovery, CMDB, Event Management), ITAM

(SAM & HAM Pro), to optimize business processes, automate workflows, and enhance IT service delivery.

● Architect and orchestrate complex automation workflows leveraging Flow Designer, Playbooks, and Process Automation Designer to streamline business processes and improve operational efficiency.

● Designed and developed Flow Designer, workflows, UI Scripts, Business Rules, UI Policies, Script Includes, and GlideAjax to automate IT and HR processes, reducing manual effort by 25% and improving efficiency. EDUCATION

University of North Texas

Master of Science, Computer Science CGPA – 3.79

Related Coursework: Analysis of algorithms, Hadoop, Fundamentals of relational Database, Machine learning KL University

Bachelor of Technology in Computer Science CGPA – 8.39 Related Coursework: C, Java, Python, Linux OS, Embedded system Design, Data Structures, Backend Technologies

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