ServiceNow Developer with 4+ Years Experience
Resume:
Shaik Khadhar Subahan Basha
ServiceNow Developer
Career Objective
4+ years of hands-on experience in ServiceNow development and administration, implementing ITSM, ITOM, ITBM, Discovery, Orchestration, and CMDB modules across releases including Eureka, Fuji, Geneva, Helsinki, Istanbul, and Jakarta.
Designed and developed ServiceNow workflows, business rules, client scripts, UI policies, and Service Catalog items, automating processes to improve operational efficiency and reduce incident resolution time.
Integrated ServiceNow with third-party tools and platforms using SOAP, REST, SAML 2.0, XML, including Active Directory (SSO), SolarWinds, Jira, HP Service Manager, and Slack, ensuring seamless data exchange and collaboration.
Administered ServiceNow environments, managing users, roles, groups, notifications, MID Servers (Windows/Linux), and system configurations across production and non-production instances.
Developed custom applications using JavaScript, Glide scripting, AJAX, HTML, CSS, and ServiceNow Studio, ensuring cross-browser compatibility and scalable solutions.
Configured CMDB, service mapping, Discovery, and orchestration processes, maintaining data integrity and enabling accurate asset and service tracking.
Leveraged Performance Analytics, dashboards, reports, and gauges to monitor KPIs, provide actionable insights, and support data-driven decision-making.
Implemented ITIL-compliant ITSM processes, including Incident, Problem, Change, Knowledge, and Request Management, aligning ServiceNow solutions with business objectives.
Worked with Import Sets, Update Sets, and Service Catalog best practices, ensuring smooth data migration, deployment, and version control.
Optimized ServiceNow applications for performance and reliability, delivering sustainable, automated, and business-focused solutions that enhance productivity and reduce operational costs.
Technical Skills
ITSM Tools: ServiceNow (ITSM, ITOM, ITBM, Discovery, Orchestration, Performance Analytics)
ServiceNow Modules: Incident Management, Problem Management, Change Management, Service Catalog, Request Management, Knowledge Management, Service Level Management (SLM), CMDB, Data Loading, Start Now, On-Call Scheduling, Web Services Integration (SOAP/REST), ODBC Connectivity, Orchestration, Flow Designer, MID Server Configuration
Programming & Scripting Languages: JavaScript, GlideScript, HTML, CSS, AJAX, DHTML, JSTL, AngularJS, Bootstrap, Java, C, SQL, XML, JSON
Databases: MySQL, Oracle, SQL Server
Web & Application Servers: Apache Tomcat, IBM WebSphere 6.x, WebLogic Server
Development Tools & IDEs: Eclipse, WebStorm, Notepad++, ServiceNow Studio, Studio Flow Designer, Visual Studio Code
Version Control Tools: Git, SVN, CVS
Software Methodologies: SDLC, Agile (Scrum), Waterfall
ITIL & Frameworks: ITSM, ITOM, ITBM, ServiceNow Best Practices, ITIL v3/v4
Automation & Tools: Maven, Log4j, Rational Rose, Jenkins, ServiceNow Automated Testing Framework (ATF)
Operating Systems: Windows, Linux, Mac OS
Additional Tools & Packages: MS Office Suite, Dreamweaver, Postman (API Testing), SOAP UI, Jira, Confluence, Splunk
Education Details
Masters in Information Systems and Management from Auburn University at Montgomery, Alabama, USA
Professional Experience
Senior ServiceNow Developer LPL Financial, Austin, Texas, USA Feb 2025 - Current
LPL Financial is one of the leading financial services companies and the largest independent broker/dealer. I am building custom applications using ServiceNow’s Studio, Flow Designer, and UI Builder for workflows and business processes.
Key Responsibilities:
Designed and implemented ITBM – Application Portfolio Management (APM) solutions in ServiceNow, propagating data from business applications to application instances, clusters, and endpoints using JavaScript, Business Rules, and Script Includes.
Developed, maintained, and debugged Automated Test Framework (ATF) scripts, ensuring efficient regression testing, resolving role- and integration-based issues, and validating workflows, UI components, and integrations.
Created and executed Fix Scripts and Script Includes to dynamically update field values, maintain data integrity across modules, and ensure consistency in large-scale ServiceNow implementations.
Configured Access Control Lists (ACLs) and implemented Role-Based Access Control (RBAC) to enhance data security and ensure compliance with organizational security policies.
Collaborated with business stakeholders and process owners to translate requirements into functional ITSM solutions, designing workflows using Flow Designer for Incident, Change, Problem Management, and Service Catalog processes.
Customized and configured multiple ServiceNow modules, including Change Management, ESS, Service Desk, Service Catalog, Problem Management, Knowledge Management, and SLM, using UI Policies, UI Actions, Client Scripts, and Glide APIs.
Developed and enhanced Service Catalog items and Service Portal pages, implementing dynamic, user-friendly interfaces with AngularJS, Jelly Scripting, HTML, CSS, and Bootstrap.
Managed CMDB population and configuration using ServiceNow Discovery and MID Servers, ensuring accurate asset tracking, infrastructure data management, and seamless IT operations.
Administered Update Sets, Import Sets, and version control across development, test, and production environments using Git, ensuring smooth deployment of enhancements and customizations.
Performed advanced ServiceNow customizations and integrations, including workflow administration, Transform Maps, Data Sources, SOAP/REST web services, and third-party tool integrations (Jira, Confluence, SolarWinds), delivering scalable, automated, and ITIL-compliant solutions.
ServiceNow Developer BAE Systems, Fort Worth, Texas, USA Feb 2024 - Dec 2024
BAE Systems plc is a British multinational aerospace, arms and information security company. Involved in writing scripts using JavaScript, Glide API, and Business Rules for automating workflows, enhancing the platform’s functionality, and integrating with other systems.
Key Responsibilities:
Developed and maintained Business Rules, Client Scripts, Script Includes, UI Policies, and Glide Scripts using server-side and client-side scripting; administered and configured ServiceNow instances including users, roles, groups, and company settings.
Designed, implemented, and optimized Approval Workflows, Notifications, and Service Catalog processes, ensuring automated and efficient ITSM operations aligned with ITIL best practices.
Configured and managed LDAP Servers and LDAP Listeners for automated user and group synchronization; refined Access Control Lists (ACLs) and role-based permissions to enforce data security and compliance.
Conducted performance tuning, workflow optimization, and CI error resolution during Discovery for Windows, Unix, and network devices; ensured CMDB integrity by creating and managing configuration item relationships.
Led portal and Service Catalog development, creating user-friendly interfaces using AngularJS, Jelly Scripting, HTML, CSS, and Bootstrap to simplify request creation and enhance end-user experience.
Collaborated with stakeholders, business users, and technical teams to gather requirements, design solutions, and provide training/documentation for both end users and IT teams to ensure effective platform adoption.
Managed ServiceNow upgrades, platform updates, integrations (SOAP/REST APIs, third-party tools), and code refactoring based on Health Scan Reports to maintain system stability, enhance functionality, and implement best practices.
ServiceNow Developer MassMutual India, Hyderabad, India Mar 2021 - Jul 2022
MassMutual India is a Global Capability Center (GCC) for Massachusetts Mutual Life Insurance Company it provides financial products. Created automated workflows and approval processes that improve operational efficiency in service delivery
Key Responsibilities:
Developed and customized Incident, Problem, Change, and Request Management modules using JavaScript, GlideRecord, Flow Designer, and Workflow Editor, ensuring ITIL-aligned, scalable service processes.
Designed and deployed advanced Service Catalog items and multi-step request workflows, automating service fulfillment to improve resolution timelines and enhance end-user satisfaction.
Built and maintained integrations with third-party systems such as SAP, Jira, and Confluence using REST APIs, SOAP APIs, and Web Services, enabling real-time secure data exchange across global environments.
Implemented dynamic form behaviors and backend logic with Business Rules, Client Scripts, Script Includes, UI Policies, and ACLs, enhancing user experience while maintaining data accuracy and compliance.
Configured and maintained CMDB and Asset Management modules, supporting accurate CI tracking, dependency mapping, change impact analysis, and lifecycle management.
Established automated workflows for SLAs, notifications, escalations, and scheduled jobs, leveraging Performance Analytics and Reporting to optimize platform performance and SLA compliance.
Conducted requirement gathering, solution design, knowledge transfer, and end-user training, using Update Sets, ServiceNow Studio, custom tables, and Knowledge Management to deliver ITIL-compliant, maintainable, and self-service solutions.
ServiceNow Admin / Developer Bharat Forge, Hyderabad, India Mar 2020 - Feb 2021
Bharat Forge Limited is an Indian multinational company involved in forging, automotives, energy, construction and mining, railways, marine, aerospace and defence industries. Configured and customized modules like ITSM (Incident, Problem, Change) to align with the center's IT policies.
Key Responsibilities:
Configured ITOM Event Management, Discovery, and Orchestration, including Connector Instances, Connector Definitions, and MID Servers, automating IT operations and improving infrastructure visibility.
Developed and maintained Business Rules, Client Scripts, Script Includes, Catalog Scripts, UI Policies, UI Actions, and Glide AJAX/GlideRecord scripts to implement ITIL-aligned processes for Incident, Problem, Change, and Service Catalog modules.
Designed, deployed, and managed Reports, Dashboards, Forms, Lists, Views, Email Templates, and Notifications, automating workflows and improving end-user experience across Employee Self-Service (ESS) and Service Catalog portals.
Configured SLAs, OLAs, Contracts, and automated mappings for service delivery, ensuring compliance with ITIL best practices and improving SLA adherence for incidents, problems, and change requests.
Managed Data Imports and Transform Maps, ensuring accurate CI and asset data in CMDB, preventing duplicates, and maintaining data integrity across modules.
Collaborated with Business Analysts and stakeholders to gather requirements, create/modify Service Catalogs, design request workflows, and develop scalable, client-specific applications, tables, and modules.
Prepared technical documentation including requirement specifications, design documents, installation guides, unit testing, and system integration procedures to support platform governance and knowledge transfer.
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