ServiceNow Developer - ITOM & ITSM Specialist
Resume:
Dedeepya
*********************@*****.***
Service Now Developer
PROFESSIONAL SUMMARY
Dynamic and detail-oriented Service Now Developer with around 5 years of experience in ITSM, ITOM, and automation solutions. Adept at streamlining IT operations by leveraging Service Now capabilities, developing custom applications, and optimizing workflows. Strong Experience in Workplace Service Delivery (WSD), Solution Architecture and Scripting, Proven ability to Translate Business requirements into Scalable solutions with Strong problem-solving skills, with hands-on expertise in scripting, integrations, and platform customization. Committed to enhancing IT service efficiency through agile methodologies and automation.
KEY SKILLS
ServiceNow Platform Expertise: ITSM, ITOM (Discovery, CMDB, Event Management), ITAM, SAM, IRM/GRC, HRSD, CSM, Service Catalog, Service Portal, SPM, Workplace Service Delivery
ITOM & CMDB Skills: Discovery Patterns, Service Mapping, CMDB Modeling, CSDM Alignment, Cloud Monitoring (AWS CloudWatch, Azure Monitor), Kubernetes & Docker familiarity
Integrations & APIs: REST, SOAP, GraphQL, Integration Hub, API Management, MID Server Configuration, External System Integrations (Jira, AD, Azure, AWS, Splunk)
Scripting & Development: JavaScript, Glide API, HTML/CSS, Business Rules, Client Scripts, Script Includes, UI Policies, Flow Designer, Orchestration
Monitoring & Event Management: ServiceNow Event Management, Kafka Event Handling, SolarWinds, BMC, Nagios, Zabbix
Automation & DevOps: CI/CD, Jenkins, Git, GitLab, Agile/Scrum, Test Automation Awareness
PROFESSIONAL EXPERIENCE
Optum, Minneapolis, MN
Service Now Developer June 2024 – Present
Led ITOM implementation, optimizing CMDB accuracy with Discovery and Service Mapping, improving asset visibility, and reducing operational risks.
Implemented and supported ServiceNow ITAM solutions to accurately track hardware and software assets, ensuring proper normalization, reconciliation, and alignment with CMDB and CSDM data models.
Developed custom workflows and automation, reducing IT service request resolution time significantly.
Designed and implemented REST API integrations with enterprise applications to streamline data exchange and improve efficiency.
Configured and supported ServiceNow SAM for software discovery, normalization, reconciliation, and license compliance to optimize asset usage and reduce software spend.
Led ServiceNow platform governance, architecture, and strategy, establishing development standards, design principles, and long-term scalability frameworks.
Configured ServiceNow MID Servers for secure integrations and Discovery scheduling, ensuring compliance with enterprise network and security standards.
Enhanced security and compliance by refining role-based access controls (RBAC) and ACL policies, ensuring data protection.
Collaborated with stakeholders to translate business requirements into technical architecture and scalable solutions within the Service Now platform.
Developed customized WSD solutions, including workplace reservations, asset tracking, and visitor management, to improve operational efficiency and employee engagement.
Facilitated workshops and demos to communicate technical designs and solution impacts to non-technical stakeholders and leadership teams.
Developed Service Catalog items and workflows, improving self-service capabilities and reducing IT workload.
Integrated third-party tools (e.g., Splunk, Jira, Azure, AWS) with ServiceNow, automating data flow and enhancing reporting.
Implemented ITSM best practices, optimizing Incident, Problem, Change, and Request Management modules.
Created dynamic dashboards and reports using Performance Analytics, enabling real-time monitoring and insights.
Tech Mahindra, Hyderabad, India
Service Now Developer July 2021 – Nov 2023
Developed and customized Service Catalog items, streamlining user requests and automating approvals to enhance efficiency.
Integrated Service Now with third-party applications (e.g., Jira, Active Directory, Azure), improving data synchronization and workflow automation.
Automated IT workflows using Flow Designer, Business Rules, and Script Includes, reducing manual interventions and improving process efficiency.
Optimized Incident, Problem, and Change Management processes, ensuring ITSM best practices and faster issue resolution.
Developed and deployed Scoped Applications using the ServiceNow Studio, leveraging Script Includes, Business Rules, and UI Policies to extend platform functionality.
Conducted system audits, debugging, and performance monitoring, ensuring optimal platform stability and compliance.
Developed and maintained custom UI policies and scripts, improving user experience and enforcing business rules dynamically.
Implemented role-based access controls (RBAC) and ACL policies, enhancing security and data protection.
Created real-time reports and dashboards using ServiceNow Performance Analytics, enabling data-driven decision-making.
Collaborated with cross-functional teams, including IT operations and security, to align ServiceNow solutions with business needs.
Collaborated in Agile/Scrum environments, participating in sprint planning, backlog grooming, and ServiceNow DevOps deployments to ensure continuous improvement and reliable releases.
EDUCATION
Masters in Computer Science (University of Central Missouri, Lees Summit, Missouri)
CERTIFICATIONS & TRAINING
ServiceNow Certified System Administrator (CSA)
ServiceNow Certified Implementation Specialist IT Operations Management (CIS-ITOM)
ITIL Foundation Certification
PROJECT HIGHLIGHTS
Enterprise ITSM Automation: Developed automated workflows, reducing incident resolution time.
CMDB Enhancement: Led an initiative to improve asset visibility and reduce misconfigurations.
Service Portal Customization: Revamped UI/UX, increasing self-service adoption.
PROFESSIONAL DEVELOPMENT
Continuous participation in Service Now Developer meetups and hackathons.
Regular contributions to internal knowledge-sharing sessions and innovation forums.
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