Sr ServiceNow Developer - ITSM, CMDB, Integrations

Prabhakar C

Sr ServiceNow Developer

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

Phone: +1-903-***-****

Career Summary:

• Over 11+ years of experience as a ServiceNow Developer, Implementation Specialist, and Administrator with expertise in ITSM, ITOM, HRSD, CMDB, ITBM, SecOps, IRM and ITAM modules. Skilled in ServiceNow scripting (Business Rules, Client Scripts, UI Policies), integrations (SOAP/REST APIs, LDAP, JIRA, Workday, Active Directory), and developing scoped applications. Proficient in Discovery, Service Mapping, CMDB setup, and ITIL-based process improvements. Experienced in web development using JavaScript, AJAX, AngularJS, HTML, CSS, and Bootstrap, with additional skills in Power BI for data visualization. Strong capabilities in Hardware/Software Asset Management, automating workflows, and enhancing security incident response. Managed secure user access, ensured NERC CIP compliance, and delivered large-scale ServiceNow implementations to optimize service delivery and streamline asset lifecycle processes. Dedicated ServiceNow professional with hands-on experience in implementing and managing Business Continuity Management (BCM) solutions, ensuring operational resilience, risk mitigation, and seamless integration with ITSM and CMDB modules to enhance disaster recovery capabilities.

CERTIFICATIONS:

• Certified ServiceNow Administrator.

• Certified ServiceNow Application Developer.

• Certified ServiceNow Developer.

• Certified in ServiceNow ITIL 4.0

• Certified in ServiceNow ITAM.

• Certified in ServiceNow ITSM.

• Certified in ServiceNow Event Management.

• Certified in ServiceNow SPM

TECHNICAL SKILLS:

ITIL

ServiceNow

Languages

HTML, CSS, JavaScript, Java, XML, SQL, AngularJS

Databases

RDBMS

Object Modelling Software Process

Agile Methodology, SDLC, Waterfall

Tools and Utilities

MS Excel, MS Word, MS PowerPoint

PROFESSIONAL EXPERIENCE:

Client: World Bank, McKinney, Texas. September 2023 -till Date

Role: Sr ServiceNow Developer

Responsibilities:

• Collaborated with cross-functional teams to align ServiceNow implementations, including ITSM, ITOM, ITBM, and GRC, with strategic objectives and user requirements.

• Designed and customized ServiceNow applications, including CMDB, HAM, SAM, and Virtual Agent, to enhance operational efficiency and asset management.

• Designed, developed, and maintained business continuity and disaster recovery plans using ServiceNow BCM to ensure operational resilience.

• Conducted Business Impact Analysis (BIA) to identify critical business functions and prioritize recovery strategies within the ServiceNow platform

• Automated project workflows and approvals using Flow Designer and Script Includes, improving delivery time and reducing manual interventions.

• Developed custom workflows and automation within the GRC application using Flow Designer, Business Rules, Script Includes, and UI Policies.

• Integrated ServiceNow with web services such as SOAP and REST, automating workflows and ensuring seamless data flow with systems like Workday, Active Directory, and POS.

• Designed, developed, and customized ServiceNow ITSM modules including Incident, Problem, Change, Request, and Knowledge Management.

• Designed, configured, and maintained ServiceNow Access Control Lists (ACLs) to enforce role-based and condition-based security across tables, records, and fields.

• Implemented table, record, and field-level ACLs to protect sensitive data and ensure compliance with organizational security policies.

• Configured Problem Management processes including root cause analysis (RCA), known error records, and permanent fix tracking.

• Developed and maintained Change Management workflows with approvals, risk assessment, CAB processes, and rollback planning.

• Integrated BCM with ITSM and CMDB to link IT assets and applications with corresponding continuity plans for seamless recovery workflows.

• Streamlined CMDB structure by integrating CSDM concepts such as Business Applications, Business Services, and Technical Services, enhancing visibility and traceability.

• Configured MID Servers and credentials for secure, efficient discovery of enterprise assets across multiple domains and data centers.

• Built dynamic Workspace pages using UI Builder and Now Experience components, delivering intuitive, modern interfaces for end users and agents.

• Designed and implemented reusable Integration Hub spokes for third-party applications, enabling seamless system-to-system communication

• Customized workspace landing pages, data visualizations, and list components to provide real-time, role-based insights for support and compliance teams.

• Configured ServiceNow Identification and Reconciliation Engine (IRE) for accurate CI identification and reconciliation.

• Developed and maintained Identification Rules and Reconciliation Rules for CMDB data sources.

• Integrated ServiceNow ITOM modules including Discovery, Service Mapping, and Event Management to enhance operational visibility and incident resolution.

• Implemented API integrations between ServiceNow BCM and ITSM/CMDB modules to synchronize data and enable proactive risk identification.

• Built reusable catalog components using Catalog Client Scripts, UI Policies, Script Includes, GlideAjax, and Flow Designer, improving maintainability and reducing duplicate development.

• Developed Catalog Item Record Producers to create and automate record creation for various business processes.

• Designed and deployed Service Mapping blueprints to visualize application dependencies and streamline impact analysis.

• Developed and customized Work Order and Task templates, enhancing field team productivity and ensuring compliance with SLA requirements.

• Developed and maintained server-side scripts using GlideRecord, GlideAjax, and GlideSystem APIs to automate complex business workflows.

• Managed the Configuration Management Database (CMDB) in ServiceNow, ensuring the accurate tracking of configuration items (CIs) and assets across their lifecycle.

• Enhanced IT operations by optimizing CMDB and Discovery processes, implementing AWS Cloud Discovery, and creating custom pattern extensions for infrastructure discovery.

• Automated workflows and decision-making using ServiceNow business rules, Integration Hub, and scripting, improving processes like Jira bug tracking and field service operations.

• Delivered data integration strategies and connected external systems through ServiceNow APIs to centralize data and streamline operations across platforms.

• Implemented ServiceNow CSM to streamline customer case handling, improving resolution time and enhancing support team productivity

• Configured case types, assignment rules, and SLAs to align with organizational support models and improve service delivery

• Designed and deployed automated workflows to route and escalate customer issues based on priority, type, and customer tier.

• Automated end-to-end testing for service catalog items, custom applications, and workflows to ensure seamless user experience and consistent process execution.

• Utilized ATF to simulate user actions like form submissions, approvals, and task management, ensuring accuracy and reliability across various ServiceNow modules.

• Designed and implemented end-to-end conversational flows for Incident Management, Knowledge Search, and Password Reset, enabling 24/7 self-service capabilities.

• Developed and deployed AI-powered event correlation algorithms in ServiceNow’s IT Operations Management (ITOM) to proactively identify and resolve IT issues, improving system uptime.

• Automated ticket classification and prioritization in ServiceNow using machine learning models, ensuring accurate categorization of incidents and accelerating resolution times.

• Customized AI Ops workflows within ServiceNow to monitor and alert on anomalous system behavior, preventing potential system failures by providing early warning notifications to IT teams.

• Leveraged VSM to track and analyze key DORA metrics (Deployment Frequency, Lead Time for Changes, Change Failure Rate, MTTR) to drive continuous improvement.

• Created interactive dashboards and flow analytics to identify bottlenecks and optimize delivery pipelines.

• Enabled real-time monitoring of flow efficiency and cycle time across multiple agile teams.

• Created Power BI reports for actionable insights, scheduled refreshes, and provided performance analytics for ITBM and PPM enhancements.

• Implemented comprehensive change management processes by incorporating CMDB and ensuring configuration item dependencies were well-documented and monitored.

• Conducted training sessions, documented knowledge articles, and refined workflows to improve ServiceNow platform usability and adoption across management and end-users.

Environment: ServiceNow, ITSM, ITOM, ITBM, ITAM, GRC, SecOps, CSS, JavaScript, Web Services (SOAP, REST)

Client: Kaiser Permanente, San Jose, California November 2021-August2023

Role: Sr ServiceNow Developer

Responsibilities:

• Delivered tailored ServiceNow solutions for the financial sector, including customized workflows, data imports, system integrations, and report configurations, ensuring seamless functionality and adherence to industry regulations..

• Established asset lifecycle policies and automated workflows, improving asset utilization and reducing manual effort.

• Collaborated with Security Operations to connect vulnerability data to risk records for better risk visibility.

• Designed and delivered end-to-end ServiceNow ITSM solutions across Incident, Problem, Change, Request, Knowledge, and Service Catalog modules

• Improved ITSM process efficiency by analyzing existing workflows and replacing manual activities with automated flows, notifications, approvals, and task assignments.

• Configured dashboards and reports in ServiceNow BCM to provide real-time visibility into business continuity readiness and risk mitigation efforts.

• Designed interactive dashboards, reports, and analytics using ServiceNow and Itential, providing actionable insights to track key performance indicators (KPIs) and improve financial operations.

• Automated risk assessments and plan reviews within ServiceNow BCM to streamline compliance with regulatory standards and organizational policies.

• Created and maintained detailed reports and dashboards in ServiceNow to track the status of assets, configurations, and ongoing changes within the CMDB.

• Performed regular upgrades, patching, and platform maintenance ensuring GRC application performance and compliance with ServiceNow best practices.

• Developed and customized ServiceNow SAM Pro features to manage software assets, entitlements, and license compliance across enterprise environments.

• Conducted regular audits and reconciliation of CIs to ensure data integrity and compliance with governance standards.

• Led migration efforts of Discovery and ITOM configurations during platform upgrades, minimizing service disruption.

• Provided technical mentorship to junior administrators on ITOM tools, Discovery best practices, and CMDB structure.

• Integrated HRSD with third-party systems such as Workday and SAP SuccessFactors using Integration Hub and REST APIs to ensure data consistency across platforms.

• Developed and customized Employee Center Pro components using UI Builder and Now Experience Framework to deliver dynamic, role-based content.

• Collaborated with stakeholders across departments to develop and test business continuity plans, ensuring alignment with enterprise goals.

• Provided technical support and training to users on the functionalities and best practices of ServiceNow BCM.

• Developed and enforced CSDM-compliant data structures within CMDB, including modeling Application Services, Business Capabilities, and Technical Services.

• Configured and optimized Service Catalog items, SLAs, and workflows with a focus on user experience, compliance, and operational efficiency, employing advanced scripting and UI design techniques.

• Strengthened incident and problem management processes by integrating tools like JIRA and Splunk, implementing SLAs, and developing rapid response workflows to ensure service continuity.

• Safeguarded sensitive financial data through secure authentication workflows using OAuth and API keys, along with robust access controls and encryption strategies.

• Created and managed knowledge base articles to support deflection strategies and empower agents with quick-access information

• Collaborated with cross-functional teams to identify service gaps and translate business requirements into CSM configuration

• Centralized data and streamlined financial IT operations by integrating ServiceNow with industry-specific systems and LDAP for enhanced user authentication and access management.

• Spearheaded platform customizations, including advanced scripting for ITSM and ITOM, and developed visually engaging user interfaces using JavaScript, CSS, and Bootstrap.

• Designed and implemented ServiceNow Virtual Agent to automate resolution of common IT and HR inquiries, reducing ticket volume.

• Configured Predictive Intelligence to auto-categorize and route incidents and requests using machine learning models trained on historical data.

• Deployed AI Search to enhance the Service Portal and Agent Workspace experience, delivering contextual and intent-aware search results.

• Managed the execution of automated test suites to validate the functionality of ServiceNow implementations and configurations in both development and production environments.

• Utilized ServiceNow ATF’s logging and error-reporting features to ensure efficient debugging and traceability in automated tests.

• Integrated VSM with enterprise DevOps tools such as Jira, GitHub, Jenkins, and Azure DevOps using ServiceNow DevOps integrations.

• Actively contributed to Agile development sprints, delivering iterative platform enhancements, and resolving performance issues with in-depth system analysis and advanced troubleshooting techniques.

Environment: ServiceNow Platform, ITBM, ITSM, ITOM, SACM, HRSD, JavaScript, Bootstrap, CSS, LDAP, Agile

Client: PragmaEdge,Bangalore, India March 2018– October 2021

Role: ServiceNow Developer

Responsibilities:

• Maintained the stability and performance of the ServiceNow platform, focusing on ITOM and ensuring optimal environment management.

• Streamlined code migrations using update sets, overseeing bi-weekly transitions between non-production and production environments.

• Configured Incident Management processes, including assignment rules, business rules, SLAs, notifications, escalations, and automated incident routing.

• Implemented Problem Management workflows to identify root causes, manage known errors, and link problems with related incidents and changes.

• Configured Change Management workflows, approvals, risk assessments, CAB processes, change models, and automated change task creation

• Designed and implemented ServiceNow IRM modules including Policy and Compliance, RiskM anagement, and Audit Management to support enterprise GRC strategies.

• Integrated IRM modules with third-party systems and internal compliance tools using REST/SOAP APIs to streamline risk data consolidation.

• Streamlined asset request, procurement, and disposal processes through customized HAM module Enhancements.

• Integrated procurement and contract data to align entitlements with deployments in the ServiceNow CMDB.

• Built custom Integration Hub actions using Script Includes, JavaScript, and REST steps to extend out-of-the-box capabilities.

• Designed custom UI Policies, Client Scripts, and Business Rules to enhance the SAM Pro user experience and enforce compliance workflows.

• Designed and implemented Service Catalog items for onboarding/offboarding processes with customized HRSD workflows and improved UI using Jelly scripting.

• Configured Demand Management workflows to capture, prioritize, and score business requests, enabling better alignment with strategic goals.

• Developed custom project templates and lifecycle phases to support hybrid Agile/Waterfall delivery methodologies across multiple business units.

• Configured role-based access controls in ServiceNow BCM to ensure secure management of business continuity and disaster recovery plans.

• Integrated ServiceNow BCM with third-party risk and monitoring tools to centralize data and enhance real-time visibility into potential disruptions.

• Customized Business Impact Analysis (BIA) templates and forms in ServiceNow to capture critical operational data and prioritize recovery objectives.

• Configured CMDB and managed relationships for accurate ITOM processes and real-time tracking of Configuration Items (CIs).

• Built custom workflows and Flow Designer flows to automate catalog item fulfillment and approval processes.

• Integrated catalog items with CMDB, Incident, Change, and Request modules for end-to-end automation.

• Developed custom pages and widgets with AngularJS, HTML, and CSS, integrating LDAP and TIBCO via SOAP web services for enhanced user experience.

• Integrated Workday with ServiceNow to automate HR workflows, such as onboarding, leave management, and terminations, ensuring data consistency.

• Enhanced user request processes by configuring Order Guides, variables, variable sets, and intuitive homepages for a seamless user experience.

• Managed multi-instance e-bonding integrations and developed robust error handling for consistent data exchange and performance..

• Optimized software delivery pipelines by integrating CI/CD tools (e.g., Jenkins, Azure DevOps) into ServiceNow DevOps, reducing manual handoffs.

• Standardized value stream stages and metrics across product lines, enabling consistent tracking of DORA metrics and supporting leadership reporting.

• Led LDAP integration with ServiceNow for user authentication, access control, and synchronization of active/disabled user records across domains.

• Implemented change and release management practices, minimizing disruptions, ensuring system security with custom roles and ACLs, and documenting processes for effective knowledge sharing.

Environment: ServiceNow Platform, ITOM, HRSD, Jelly scripting, AngularJS, ACLs, LDAP, SOAP web services

Client :KPMG, Bangalore, India August 2016 – February 2018

Role: ServiceNow Developer

Responsibilities:

• Collaborated with business users to gather and document technical requirements, translating them into comprehensive system architecture and design specifications within the ServiceNow Platform.

• Designed and configured workflows, CMDB, Asset Management, Service Catalog to enhance platform functionality and optimize service delivery.

• Partnered with ServiceDesk and Service Management teams to customize ServiceNow, improving process efficiency and service request handling.

• Developed responsive and user-friendly web applications using CSS, adhering to W3C standards to ensure compliance and accessibility.

• Optimized ServiceNow BCM data models to support scalability, maintain data integrity, and enhance reporting accuracy for continuity planning.\

• Deployed ServiceNow BCM mobile capabilities to enable real-time updates and communication during incident response and recovery efforts.

• Engineered seamless integrations with internal and external systems using web services, SOAP, JavaScript, and other technologies to enhance platform capabilities.

• Optimized data integrity by refining import sets and transform maps, ensuring accurate mapping and alignment with organizational requirements.

• Automated security incident creation by integrating Qualys data with ServiceNow, improving incident management and response times.

• Enhanced ITSM processes in an Agile environment by participating in sprints, testing, debugging, and implementing platform enhancements.

• Configured and customized UI elements, including Service Catalog, Knowledge Base, and Home Pages, to improve user experience and operational efficiency.

• Created custom reports, email notifications, and alerts while managing user roles, profiles, and SLAs to ensure consistent service delivery and compliance

Environment: ServiceNow, ITSM, Client Scripts, UI Policies, CMS, JavaScript, HTML, CSS, Agile

Client: Apex Systems, Hyderabad, India April 2014 – June 2016

Role: ServiceNow Admin/Developer

Responsibilities:

• Developed JavaScript scripts to enhance user interfaces aligned with business needs.

• Configured modules like Incident, Change, Asset Management, CMDB, and Discovery.

• Conducted data entry and updates for business continuity plans and recovery strategies within the ServiceNow platform.

• Tested and validated ServiceNow BCM modules to ensure proper functionality and alignment with organizational requirements.

• Assisted in resolving basic technical issues related to ServiceNow BCM, providing first-level support to users.

• Collaborated with teams for coding, testing, and documentation to meet project goals.

• Created and customized Service Catalog items, managing data migrations seamlessly.

• Designed workflows and business rules to improve automation and efficiency.

• Customized and maintained Incident, Problem, Change, SLA, and Knowledge modules.

• Enhanced ServiceNow applications for improved performance and user experience.

• Implemented ITSM best practices to optimize processes and resolve incidents efficiently.

• Managed IT service requests using the ServiceNow ticketing tool for timely delivery.

• Participated in Agile sprints to drive progress and deliver platform improvements.

Environment: Java, JavaScript, HTML, CSS, ReactJS, SQL, Spring Boot, AWS, ServiceNow, ITSM

Education Details:

• Bachelors in Electronics and Communication from JNTUH.

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