ServiceNow Developer - ITSM/ITOM/ITAM/CMDB workflow expert

Sri Sai Teja Guduru (TJ)

Ó +1-857-***-**** R ******.**@************.*** linkedin.com/in/gssteja Experience

Northeastern University ServiceNow Developer Jan 2024 - Present ITSM, ITOM, ITAM, CMDB, Service Catalog, Employee Center, Flow Designer, Integration Hub

• Designed and deployed 20+ Service Catalog items with standard and multi-row variable sets, including complex multi-page record producers with conditional logic, reference field lookups, and dynamic variable visibility.

• Built 50+ Flow Designer workflows ranging from moderate to complex, including subflows, decision tables, and integration actions - automating approval chains, notifications, record updates, and cross-application orchestration.

• Developed Employee Center portal with custom widgets and advanced scripting for a faculty-facing dashboard serving 5,000+ users, implementing dynamic filtering, search functionality, and reducing support inquiries by 90%.

• Performed CMDB health checks, audits, and data cleanup activities - maintaining CI relationships, resolving duplicate records, and implementing identification and reconciliation rules to ensure 95%+ data accuracy.

• Conducted daily administration and monitoring of ServiceNow Discovery processes, reviewing and analyzing discovery logs, probes, and sensors to identify and resolve errors - debugged and maintained Archibus and SHI Assets API integrations using networking protocols including TCP/IP, SNMP, SSH, and REST APIs for real-time data synchronization.

• Implemented ITSM processes including Incident, Problem, Change, and Request Management workflows with ITIL best practices, coordinating Change Advisory Board (CAB) reviews and ensuring compliance.

• Migrated 5 custom functions from deprecated Banner ERP to ServiceNow using Outbound REST Messages and Flow Designer, leveraging advanced scripting to handle authentication, error handling, and data transformation.

• Resolved 200+ incidents through systematic debugging using Event Logs, Script Debugger, Access Analyzer, and Script Watcher, demonstrating advanced troubleshooting and root cause analysis skills.

• Led presales consultations with departments seeking ServiceNow adoption, conducting feasibility assessments, designing technical solutions, and presenting recommendations - resulting in 2 successful department onboardings. UST Software Engineer A3 July 2022 - July 2023

ITSM, HRSD, Service Catalog, Custom Applications, Integrations, CMDB

• Installed and configured ITSMmodules in a domain-separated environment shared by 3 customers, implementing Service Catalogs with custom variable sets, catalog client scripts, and UI policies with proper visibility and contains rules.

• Developed complex catalog workflows using Flow Designer to orchestrate multi-step approval processes, automated provisioning, and integration with external systems - processing over 1,000 catalog submissions monthly.

• Implemented automated document processing workflows using advanced scripting to retrieve, validate, and upload PDF attachments upon catalog item submission, reducing manual handling time by 80% and processing over 1,000 documents.

• Built and maintained enterprise integrations with SAP, Dell, SharePoint, Microsoft Teams, and Active Directory using Integration Hub spokes, Scripted REST APIs, and LDAP for seamless data exchange.

• Performed CMDB data governance activities including data imports, cleansing, normalization, and migration of 100,000+ records from legacy sources using Transform Maps, Import Sets, and Coalesce rules to maintain data integrity.

• Developed moderate to advanced level scripts including Business Rules, Script Includes, Client Scripts, UI Actions, and Scheduled Jobs for workflow automation, data validation, and system integrations.

• Developed a Playwright-based automation framework to address ATF limitations in testing Service Portal and Employee Center workflows - automating catalog submissions with reference field lookups, date pickers, multi-row variable sets.

• Documented integration architectures, discovery configurations, and module specifications in technical specification documents, streamlining development and minimizing support requests. Technical Skills

ServiceNow Workflow Data Fabric, Integration Hub, Now Assist, AI Agents, App Engine Studio, Platform Analytics, ATF Languages JavaScript, GlideScript, Python, SQL, HTML/CSS, AngularJS Frameworks React, Angular, Flask

Developer Tools Git, Docker, AWS, Azure, Google Cloud Platform, VS Code, Postman, ServiceNow Studio Methodologies Agile, Scrum, Waterfall, ITIL

Certifications

Mainline Certified System Administrator (CSA), Certified Application Developer (CAD), Certified Implementation Specialist - Data Foundations (CMDB & CSDM) (CIS-DF) Micro-Credentials AI Agents, App Engine Studio, ATF, CMDB Health, Employee Center, FlowDesigner, Integration Hub, Now Assist, Platform Analytics, Playbooks, Predictive Intelligence, Process Automation, Service Portal

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