service now developer

Professional Summary

ServiceNow Developer with * years of experience delivering enterprise implementations across telecom, healthcare, and financial domains specializing in ITSM, ITOM, ITAM (HAM, SAM), HRSD, CSM, and Telecom Service Management (TSM) supporting regulated large-scale environments.

Strong telecom and healthcare experience implementing TSM workflows for outage management, incident automation, SLA governance, infrastructure lifecycle visibility, and high-availability service continuity across distributed enterprise systems.

Extensive expertise customizing Incident, Problem, Change, Request, Knowledge, Discovery, CMDB, Event Management, Orchestration, and IT Asset Management (HAM, SAM) improving asset lifecycle governance, fault isolation, operational resilience, and SLA-driven enterprise reliability.

Proven track record reducing MTTR by 45%, improving SLA compliance to 96%, and increasing CMDB data accuracy to 97% through scalable automation and governance frameworks.

Hands-on experience implementing ITAM asset lifecycle workflows including procurement, asset onboarding, license tracking, compliance monitoring, hardware lifecycle governance, and CMDB reconciliation ensuring accurate asset visibility and audit readiness across enterprise environments.

Advanced workflow automation using Flow Designer, Workflow Editor, IntegrationHub, and Process Automation Designer enabling event-driven orchestration, intelligent routing, scalable automation, and reduction of manual operational effort.

Hands-on implementation of HRSD and CSM workflows supporting employee lifecycle automation, secure case handling, SLA tracking, escalation governance, and knowledge enablement across enterprise service environments.

Skilled in Service Portal development using HTML, CSS, JavaScript, and AngularJS creating dynamic dashboards and self-service platforms improving operational transparency, usability, and adoption.

Designed and configured Service Catalog, Catalog Items, Record Producers, Order Guides, variables, variable sets, catalog UI policies, and catalog client scripts to support scalable request fulfillment workflows.

Developed and enhanced Service Portal pages, widgets, catalog experiences, and portal UI components using HTML, CSS, JavaScript, AngularJS, and GlideAjax, improving usability and self-service adoption.

Strong development experience using JavaScript, GlideScript, GlideRecord, GlideAjax, Business Rules, Script Includes, Client Scripts, UI Policies, UI Actions, ACLs, Flow Designer, and IntegrationHub.

Experienced customizing Incident, Problem, Change, Request, Knowledge, Service Catalog, CMDB, Discovery, Event Management, HAM, SAM, HRSD, and CSM workflows aligned with ITIL best practices.

Hands-on experience building ServiceNow integrations using REST APIs, SOAP APIs, Scripted REST APIs, MID Server, OAuth 2.0, JSON/XML payloads, IntegrationHub spokes, and external enterprise system connectors.

Strong CMDB and ITOM experience including Discovery schedules, MID Server configuration, CI classification, CI relationships, CMDB Health, Event Management, reconciliation, and ITAM-CMDB alignment.

Experienced supporting ITAM processes including Hardware Asset Management, Software Asset Management, asset lifecycle tracking, license compliance, procurement workflows, asset onboarding, and retirement.

Skilled in Service Portal and UI development using HTML, CSS, JavaScript, AngularJS, catalog items, record producers, widgets, and self-service experiences to improve user adoption.

Strong platform operations experience supporting instance upgrades, update sets, cloning, patching, performance tuning, production troubleshooting, deployment validation, and post-release stabilization.

Proven ability to gather requirements from stakeholders, translate business needs into scalable ServiceNow solutions, participate in Agile/Scrum delivery, and create technical documentation.

ServiceNow Certified System Administrator with CMDB micro-certifications and strong experience delivering secure, scalable, and maintainable ServiceNow solutions across healthcare, telecom, and financial environments.

Advanced expertise in CMDB architecture, Cloud Discovery, ITAM integration, and CI relationship mapping ensuring accurate infrastructure visibility, asset governance, and reliable hybrid environment synchronization.

Integrated ServiceNow with Salesforce, Kafka, AWS CloudWatch, GCP, and enterprise monitoring platforms using REST and SOAP APIs enabling real-time data synchronization and secure automation.

Designed Performance Analytics dashboards, custom reporting, and KPI frameworks improving incident visibility, SLA compliance tracking, asset utilization monitoring, and executive operational decision-making.

Implemented ACLs, Data Policies, and role-based access controls ensuring platform security, governance, asset compliance, and ITIL-aligned regulatory standards across production environments.

Collaborated with business stakeholders to gather requirements and translate them into scalable ServiceNow solutions

Worked across full SDLC including requirement analysis, design, development, testing, and deployment

Strong exposure to hardware and software asset lifecycle management aligned with ITAM best practices improving asset accountability, cost optimization, infrastructure readiness, and incident response accuracy across enterprise ecosystems.

Collaborated with DevOps and engineering teams integrating ServiceNow workflows with Docker, Kubernetes, AWS, and microservices architectures while actively participating in Agile sprint planning, backlog grooming, peer reviews, and asset governance initiatives.

TECHNICAL SKILLS:

ServiceNow Platform & Versions: Rome, San Diego, Tokyo, Utah, Vancouver, Washington DC, Xanadu

ServiceNow Modules & Industry Expertise: ITSM (Incident, Problem, Change, Request, Knowledge), ITAM (IT Asset Management – Hardware Asset Management, Software Asset Management, Asset Lifecycle Management, License Compliance, Asset Discovery Integration), ITOM Advanced (Discovery, CMDB, Event Management, Orchestration, Cloud Discovery), HRSD, CSM, Telecom Service Management (TSM), Service Catalog, Knowledge Management

Core ServiceNow Development: Business Rules, Script Includes, Client Scripts, UI Policies, UI Actions, GlideRecord, ACLs, Transform Maps, Scheduled Jobs, Data Policies, Form Configuration

Workflow & Automation: Flow Designer, Workflow Editor, Process Automation Designer, IntegrationHub, Notifications, SLA Management, Event-driven Automation

Programming & Web Technologies: JavaScript, GlideScript, HTML5, CSS3, AngularJS, XML, JSON

Integrations & Enterprise Connectivity: REST APIs, SOAP APIs, Scripted REST Services, MID Server, OAuth 2.0, Salesforce Spoke, Confluent Kafka, AWS CloudWatch, Google Cloud Platform (GCP)

Platform Administration & Governance: Discovery Schedules, CMDB Governance, Orchestration Policies, Update Sets, Instance Upgrades, User & Group Management, Data Integrity Controls

Cloud & DevOps Ecosystem: ServiceNow Cloud, AWS, GCP, Docker, Jenkins, CI/CD Pipelines, Microservices Integration

Reporting, Analytics & Compliance: Reports, Dashboards, Performance Analytics, KPI Frameworks, SLA Tracking

Tools & Collaboration: ServiceNow Studio, Visual Studio Code, Postman, Git, JIRA, Confluence

Methodologies & Enterprise Practices: Agile, Scrum, ITIL v4, Enterprise Governance, Regulated Environment Compliance

CERTIFICATIONS:

•ServiceNow Certified System Administrator (CSA)

Credential URL: https://www.credly.com/badges/53b825c9-e365-4eb7-ac7e-f3f3e7258e52/public_url

•Micro-Certification - Configure the CMDB(CMDB)

Credential URL: https://www.credly.com/badges/3bcfd959-e586-42ce-817f-4c39809641d1/public_url

•Micro-Certification - CMDB Health (CMDB)

Credential URL: https://www.credly.com/badges/41a83be9-ae29-4cfc-beba-63a011a9d006/public_url

PROFESSIONAL EXPERIENCE:

Role: ServiceNow Developer February 2025 – Present

Client: GE HealthCare Chicago, IL

Responsibilities:

•Lead enterprise ServiceNow delivery across ITSM, ITOM, ITAM, HRSD, and CSM supporting hospital IT infrastructure, clinical applications, and regulated healthcare environments ensuring scalable, compliant, and resilient service management architecture.

•Customize Incident, Problem, Change, Request, and Knowledge workflows supporting patient-impact incidents, clinical system outages, and hospital IT operations while maintaining HIPAA-compliant governance and secure healthcare data handling.

•Designed and developed ServiceNow solutions across ITSM, ITOM, ITAM, HRSD, CSM, CMDB, and Service Catalog, supporting enterprise healthcare operations and regulated clinical environments.

•Customized Incident, Problem, Change, Request, Knowledge, and Service Catalog workflows using JavaScript, GlideScript, Business Rules, Script Includes, Client Scripts, UI Policies, UI Actions, and Flow Designer.

•Built and supported REST/SOAP integrations using IntegrationHub, MID Server, OAuth 2.0, Scripted REST APIs, and JSON/XML payloads to synchronize data across monitoring, asset, and enterprise systems.

•Configured Discovery, CMDB Health, CI relationships, reconciliation rules, and ITAM-CMDB alignment, improving configuration accuracy and supporting incident impact analysis.

•Implemented ITAM workflows for HAM/SAM including procurement, asset onboarding, lifecycle tracking, software license compliance, asset retirement, and audit-ready reporting.

•Supported ServiceNow upgrades, update sets, cloning, deployment validation, performance tuning, and post-release stabilization across Dev, Test, and Production environments.

•Built Service Portal components, catalog items, record producers, dashboards, and Performance Analytics reports to improve self-service adoption and operational visibility.

•Collaborated with stakeholders, business analysts, infrastructure teams, and DevOps teams to gather requirements, define technical designs, troubleshoot issues, and deliver scalable platform enhancements.

•Implement ITOM Advanced capabilities including Discovery, Event Management, Orchestration, and Cloud Discovery providing real-time visibility into hybrid hospital infrastructure, medical applications, and clinical systems enabling proactive issue detection.

•Develop complex automation using JavaScript and GlideScript including Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions, and REST integration scripting improving workflow efficiency, platform customization, and operational automation.

•Built automated remediation workflows reducing manual incident triage by 45% and improving response time across 1,500+ infrastructure alerts monthly.

•Build automated remediation workflows using Flow Designer, Integration Hub, and Orchestration improving incident response time by 45% and significantly reducing manual triage effort across healthcare infrastructure environments.

•Configure Discovery schedules, CI relationship mapping, CMDB reconciliation, and CMDB Health ensuring high accuracy of medical devices, servers, cloud resources, and hospital infrastructure supporting reliable service continuity and asset visibility.

•Implement IT Asset Management (ITAM – HAM, SAM) processes managing procurement, asset onboarding, allocation, lifecycle transitions, warranty monitoring, license compliance, and retirement of hospital IT assets and clinical devices.

•Manage medical equipment and IT hardware lifecycle workflows including asset tagging, stockroom operations, inventory reconciliation, vendor coordination, and compliance audits ensuring regulatory readiness across hospital systems.

•Establish software license tracking workflows improving visibility into application usage, entitlement reconciliation, renewal cycles, and compliance risk mitigation across healthcare enterprise environments.

•Designed and implemented role-based Access Control Lists (ACLs) securing sensitive healthcare data, clinical system records, and IT asset information ensuring HIPAA compliance and controlled access across hospital environments.

•Developed scripted ACL conditions using GlideScript and advanced security logic to protect CMDB, ITAM assets, incident records, and healthcare operational data from unauthorized access.

•Troubleshot and optimized ACL configurations resolving access conflicts, improving data visibility control, and strengthening platform security governance across clinical and infrastructure service workflows.

•Align ITAM data with CMDB and Discovery ensuring accurate CI relationships between infrastructure assets, clinical applications, and dependent services supporting impact analysis, incident resolution, and operational transparency.

•Design Service Catalog solutions supporting onboarding, clinical asset provisioning, access management, and IT service fulfillment improving operational efficiency and request turnaround.

•Develop Service Portal enhancements using JavaScript, HTML, CSS, and AngularJS improving self-service usability, asset request workflows, and employee service interactions.

•Implement secure scripting frameworks using ACLs, Business Rules, Client Scripts, and UI Policies enforcing role-based access, data protection, and HIPAA-aligned compliance across healthcare environments.

•Integrate ServiceNow with healthcare monitoring platforms using REST/SOAP APIs and MID Servers enabling real-time synchronization of infrastructure alerts, asset data, and operational logs.

•Develop Performance Analytics dashboards tracking asset utilization, compliance metrics, uptime, SLA adherence, incident trends, and operational KPIs providing actionable insights to healthcare leadership.

•Collaborate with infrastructure and DevOps teams deploying ServiceNow workflows on GCP, Docker, and Kubernetes environments ensuring scalable releases, CI/CD consistency, and platform reliability.

•Participate in architecture design reviews ensuring scalable, secure, and compliance-aligned ITSM, ITOM, ITAM, and integration strategies across healthcare enterprise programs.

•Conduct peer code reviews validating scripting standards, integration security, performance optimization, and workflow quality improving platform stability and maintainability.

•Stay aligned with ServiceNow platform upgrades adopting enhancements across Discovery, CMDB Health, Orchestration, ITAM, and scripting capabilities improving automation reliability and operational data accuracy.

Role: ServiceNow Developer Feb 2022 – May 2023

Tata Consultancy Services, Hyderabad, India

Client: Ericsson Network Management systems

Responsibilities:

•Delivered telecom-focused ServiceNow solutions across ITSM, ITOM, ITAM, HRSD, and Telecom Service Management (TSM) supporting large-scale Ericsson network operations environments serving over 10,000 telecom users across distributed infrastructure and mission-critical network systems.

•Supported Network Operations Center (NOC) workflows including telecom incident management, outage handling, and service restoration ensuring SLA-driven uptime and continuous telecom service availability.

•Delivered ServiceNow development across ITSM, ITOM, ITAM, CMDB, HRSD, CSM, and Telecom Service Management supporting high-volume network operations and enterprise service workflows.

•Customized Incident, Problem, Change, Request, Knowledge, Service Catalog, and telecom outage workflows using JavaScript, GlideScript, Business Rules, Script Includes, Client Scripts, UI Policies, and Flow Designer.

•Integrated ServiceNow with telecom monitoring platforms, Kafka, Salesforce, AWS CloudWatch, and enterprise systems using REST APIs, SOAP APIs, MID Server, IntegrationHub, and Scripted REST APIs.

•Implemented ITOM capabilities including Discovery, CMDB, Event Management, Orchestration, CI classification, dependency mapping, and event-to-incident automation.

•Supported ITAM workflows for hardware and software assets, including asset onboarding, inventory reconciliation, lifecycle tracking, license compliance, and asset-to-CI mapping.

•Built Service Portal pages, widgets, catalog items, record producers, and GlideAjax-based validations to improve telecom self-service and operational request handling.

•Supported platform upgrades, patching, cloning, update set movement, performance tuning, and regression validation across ServiceNow environments.

•Participated in Agile/Scrum delivery, backlog grooming, sprint planning, peer reviews, technical documentation, and stakeholder demos for ServiceNow enhancement releases.

•Implemented ITOM Advanced modules including Discovery, CMDB, Event Management, and Orchestration achieving high infrastructure visibility across telecom routing devices, servers, network switches, and monitoring platforms supporting proactive issue detection.

•Implemented ITAMs (HAM, SAM) processes managing telecom infrastructure assets including routers, switches, servers, telecom applications, and software licenses ensuring lifecycle visibility, governance, and audit readiness.

•Managed telecom asset lifecycle workflows including procurement approvals, onboarding, inventory reconciliation, maintenance tracking, warranty monitoring, vendor coordination, and asset retirement improving operational reliability.

•Established software license compliance workflows for telecom monitoring tools and enterprise applications improving license utilization visibility and reducing compliance risks.

•Developed extensive JavaScript and GlideScript customizations including Business Rules, Client Scripts, Script Includes, UI Actions, UI Policies, and REST integration scripting supporting telecom automation, incident management, and asset lifecycle workflows.

•Built reusable Script Includes and GlideAjax logic enabling dynamic telecom service forms, automated validations, and improved Service Portal user experience.

•Implemented granular ACL frameworks to control access to telecom network configuration data, infrastructure CI records, and operational dashboards, ensuring secure visibility for NOC teams and telecom support engineers.

•Customized ACL logic using Glide scripting to enforce secure access across telecom incident workflows, asset inventories, and monitoring integrations supporting enterprise telecom governance standards.

•Conducted periodic access audits and refined ACL configurations improving data security, minimizing unauthorized access risks, and ensuring stable role-based access management across telecom operations.

•Automated event-to-incident workflows integrating Ericsson monitoring platforms with ServiceNow reducing manual NOC intervention by approximately 40% and improving operational efficiency.

•Integrated ServiceNow with telecom monitoring systems using REST APIs, MID Server, Kafka pipelines, Salesforce, and AWS CloudWatch enabling real-time alert synchronization, asset data updates, and operational automation.

•Strengthened CMDB–ITAM alignment through Discovery tuning, CI classification, dependency mapping, and asset reconciliation improving infrastructure visibility and service impact analysis.

•Developed Service Portal pages, widgets, and Catalog Items using JavaScript, AngularJS, HTML, and CSS supporting telecom self-service requests, asset provisioning workflows, and operational dashboards.

•Created Record Producers, UI Policies, GlideAjax scripts, and Transform Map automation supporting telecom asset onboarding, workflow automation, and data synchronization across ServiceNow modules.

•Implemented ACL scripting, roles, and data governance policies ensuring secure telecom infrastructure access aligned with ITIL and enterprise security standards.

•Designed Performance Analytics dashboards tracking telecom SLA adherence, outage trends, asset utilization, and infrastructure performance supporting operational reporting and decision-making.

•Performed instance upgrades, patching, cloning, and platform maintenance ensuring stability, configuration integrity, and reliable production operations.

•Collaborated with DevOps and engineering teams integrating ServiceNow workflows with Docker, Kubernetes, and microservices-based telecom infrastructure supporting scalable automation and platform reliability.

•Troubleshot and optimized scripts, integrations, and workflows improving platform performance, automation efficiency, and system stability across telecom ServiceNow environments.

Role: Associate Software Developer Jan 2020 – Jan 2022

Company: Arcesium – Financial Data Management Platform Hyderabad, India Responsibilities:

•Delivered enterprise ServiceNow solutions across ITSM, ITAM, HRSD, and CSM supporting regulated fintech platforms requiring high availability, secure workflows, strict governance, and audit-compliant operational processes.

•Customized core ITSM workflows including Incident, Problem, Change, Request, and Knowledge Management supporting trading operations, enterprise technology teams, and financial service environments while aligning with regulatory compliance standards.

•Implemented capabilities including Discovery, CMDB, and Event Management improving infrastructure visibility, dependency mapping, proactive monitoring, and operational stability across hybrid financial systems.

•Supported IT Asset Management lifecycle activities including asset onboarding, tracking, CMDB reconciliation, lifecycle updates, compliance reporting, and governance alignment.

•Developed automation using JavaScript and GlideScript including Business Rules, Client Scripts, Script Includes, UI Policies, and UI Actions while designing Flow Designer workflows and IntegrationHub automations improving process efficiency, data validation, and enterprise service delivery consistency.

•Strengthened CMDB governance through CI reconciliation, relationship mapping, and data quality controls ensuring reliable configuration visibility supporting compliance audits, incident impact analysis, and enterprise reporting requirements.

•Delivered HRSD workflows supporting employee onboarding, access provisioning, approvals, and lifecycle service requests aligned with enterprise security policies and financial regulatory requirements.

•Supported CSM workflows managing enterprise client service cases, SLA tracking, structured escalations, and stakeholder communication improving transparency and accountability across client-facing fintech operations.

•Implemented ACL configurations and security controls ensuring role-based access governance, secure financial data handling, and compliance with enterprise security and audit standards.

•Designed Service Catalog items and request workflows supporting onboarding, access management, and operational provisioning aligned with governance frameworks and approval hierarchies.

•Integrated ServiceNow with enterprise platforms using REST/SOAP APIs and MID Server enabling secure synchronization of operational alerts, asset data, and business process information across systems.

•Developed Performance Analytics dashboards, reports, and KPI frameworks tracking incident trends, service availability, and operational performance supporting leadership decision-making and compliance reporting.

•Supported platform upgrades, patching, cloning, and release activities ensuring stable production environments, configuration integrity, and reliable ServiceNow platform performance.

•Collaborated with DevOps teams integrating ServiceNow workflows with cloud platforms, automation pipelines, and CI/CD deployment processes supporting scalable enterprise delivery standards.

EDUCATION:

Auburn University at Montgomery May 2023 – Dec 2024

Master of Science (M.S.), Computer Science Montgomery, AL, USA

Ashish Mamidala

ServiceNow Developer

LinkedIn : www.linkedin.com/in/ashish-mamidala-340b87179

Email : ****************@*****.***

Contact : +1-469-***-****

Contact this candidate