ServiceNow Architect Remote Candidate for ITSM/ITOM Excellence

Hari Prasad Daggu ServiceNow Developer

****************@*****.*** +1-314-***-**** Missouri www.linkedin.com/in/hari-prasad-daggu-2251181a3/ SUMMARY

ServiceNow Developer with 3+ years of experience architecting, customizing, and deploying enterprise-grade solutions across ITSM, ITOM, and HR modules. Skilled in JavaScript, Glide scripting, workflow automation, and third-party integrations to streamline service delivery and drive operational excellence. Expert in optimizing platform performance, reducing manual effort through intelligent automation, and aligning technical implementations with strategic business objectives. SKILLS

ServiceNow Platform Expertise: ServiceNow Development, ServiceNow Administration, ITSM (Incident, Problem, Change, Request, Knowledge Management), ITOM (Discovery, Service Mapping, Event Management), HR Service Delivery (HRSD), CMDB

(Configuration Management Database), Service Catalog, Workflow Design, Flow Designer, Workflow Editor, Business Rules, Client Scripts, UI Policies, Script Includes, GlideRecord, GlideAjax, Service Portal, Custom UI Development, Service Cloud Programming & Scripting: JavaScript (server-side and client-side), HTML5, CSS3, SQL, JSON, XML, Regular Expressions, Debugging, Troubleshooting

Integration & Automation: REST API, SOAP Web Services, IntegrationHub, MID Server, LDAP, SSO, OAuth2, Azure AD, Jira Integration, Slack, Microsoft Teams, Active Directory, Email Notifications, Orchestration for External Systems Platform Administration & Optimization: Instance Configuration, Platform Upgrades, Patching, Performance Tuning, Security Roles, Access Controls (ACLs), Configuration Parameters, Data Import, Transformation Maps Development Practices: Agile, Scrum, Kanban, Asana, Version Control (Git, Bitbucket), Unit Testing, Code Reviews, Continuous Improvement, CI/CD

Competencies: Process Analysis, Process Improvement, Incident Resolution, Root Cause Analysis, Technical Documentation, Stakeholder Communication, Requirement Gathering

EXPERIENCE

ServiceNow Developer, JPMorgan Chase MO Apr 2024 – Present

• Engineered and customized ITSM modules (Incident, Problem, Change, Request), automating workflows aligned with ITIL standards, cutting resolution time by 15% and reducing manual interventions by 30%.

• Deployed ITOM Discovery and Service Mapping, creating 100+ accurate infrastructure and dependency models that enhanced change impact analysis and improved production visibility across 20+ critical systems.

• Authored and deployed client scripts, business rules, and reusable components in JavaScript/Glide APIs, automating 50+ manual tasks and standardizing process enforcement across applications.

• Integrated ServiceNow with Active Directory, Jira, and MS Teams via REST/SOAP APIs, automating real-time sync of 20k+ user records and streamlining IT support collaboration.

• Built and customized Service Portal widgets and UI components, improving accessibility for 10k+ end-users and increasing self-service adoption by 25%.

• Configured CMDB data models and reconciliation rules, maintaining 99% CI accuracy and enabling reliable incident/change impact analysis.

• Developed 10+ performance dashboards tracking SLA compliance and incident resolution, delivering executive-ready insights that drove a 20% improvement in SLA adherence.

• Directed platform upgrades and patch cycles, executing regression testing that ensured zero major outages and maintained platform stability during 3+ release cycles.

• Collaborated with business and technical teams to translate requirements into scalable ServiceNow solutions, delivering features that aligned with enterprise objectives and reduced request backlog by 18%. ServiceNow Administrator, Hexaware Technologies India Jan 2021 – Nov 2022

• Administered daily ServiceNow operations (user mgmt, role/ACL configuration), maintaining secure access for 5k+ users and ensuring compliance with governance policies.

• Configured service catalog items and automate workflows, reducing average ticket handling time by 20% and improving request fulfillment speed.

• Maintained CMDB integrity, managing imports and discovery data to sustain 95% CI accuracy, supporting IT asset management compliance.

• Configured ITSM modules (Incident, Problem, Change) with business rules/UI policies, standardizing automation and reducing recurring errors by 15%.

• Integrated LDAP authentication with ServiceNow, enabling secure logins and automated provisioning for 3k+ users.

• Created automated email notifications, inbound email actions, and custom reports, improving incident communication efficiency and reducing missed updates by 30%.

• Performed proactive health checks and patch management, sustaining 99.9% uptime and mitigating performance bottlenecks across production environments.

• Enhanced Service Portal and knowledge management, adding 50+ structured knowledge articles that boosted self-service adoption and reduced repetitive incidents by 22%.

• Configured ITIL-based Incident, Problem, Change processes, tailoring ServiceNow for client needs and improving process adherence across 5+ departments.

EDUCATION

Masters of Information Technology Management Jan 2023 – Sep 2024 Webster University

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