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BHARGAVI - SR_SERVICE NOW DEVELOPER

[email protected]

Location: The Colony, Texas, USA

Relocation: YES

Visa: H1B

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Bhargavi Sr. ServiceNow Admin/Developer Phone: +1(703) 400-4425 Mail: [email protected] PROFESSIONAL SUMMARY: Over 9+ years of IT professional experience as a ServiceNow developer specializing in ITSM, ITBM, ITOM, CMDB, HRSD and FSM, Proven expertise in end-to-end implementation, solution design, development, documentation, deployment, and post-production support, consistently delivering high-quality solutions within SDLC and Agile/Scrum Frameworks. Over 9 years of IT experience, with 6+ years dedicated to ServiceNow development and administration. Proven expertise in ServiceNow Security Operations (SecOps) including Security Incident Response, Vulnerability Response, and Threat Intelligence. Strong experience implementing and customizing IRM/GRC processes, aligning them with security and compliance requirements. Skilled in requirement analysis, documentation, and Agile/SCRUM methodologies for iterative development. Proficient in designing and configuring workflows, forms, scripts, and automation logic to streamline enterprise processes. Hands-on experience in ServiceNow upgrades with focus on maintaining and enhancing SecOps functionality. Expertise in third-party tool integrations with ServiceNow using SOAP/REST web services, including SIEM tools like Splunk, Qualys, and Tanium. Strong capability in KPI and metrics dashboard development to track and optimize ticket and incident response performance. Adept at troubleshooting, root cause analysis, and maintaining platform stability in mission-critical environments. Demonstrated ability to collaborate with cross-functional teams, stakeholders, and technical SMEs. Skilled in data analysis and reporting, ensuring data integrity and supporting decision-making processes. Recognized for excellent communication skills, capable of translating complex security concepts into clear business language. Strong organizational and time management skills, thriving in fast-paced development environments. Developing and implementing integrations between the ITOM and APM modules and other ServiceNow modules, such as ITSM to provide a comprehensive view of IT infrastructure, applications, and their dependencies. Worked on ITOM modules and configured the event management connecting instances and connector definition and configured the discovery and orchestration. Good knowledge of designing Workflow to automate Business Processes using Service Now. Ability to gather business and technical requirements from both formal and informal sessions utilizing a variety of software tools to format them into formal documents. Proficient in managing LDAP integrations for user and group synchronization. Helped with ServiceNow Discovery troubleshooting and problem-solving to ensure smooth operations and little downtime. Strong experience in ITSM Applications (Asset management, Change Management, Incident Management, Problem Management, Service Level Agreement and CMDB) Managed ITAM lifecycles within the CMDB, from procurement to retirement. Strong understanding of customer service processes, field service operations, and compliance requirements. Skilled at developing and delivering training programs to IT teams and end users to improve their awareness of ITIL and ServiceNow. Expertise in HTML and CSS for customizing ServiceNow portals and interfaces. Proficient in managing LDAP integrations for user and group synchronization. Strong skill set in the Service Now suite development including SOAP/REST integration. TECHNICAL SKILLS: ServiceNow Expertise ITSM, ITBM, ITOM, HRSD, CSM, FSM, Service Catalog, GRC, IRM, CMDB, Service Portal, APM Development JavaScript, HTML, CSS, Glide Scripting, UI Actions, UI Policies, Client Scripts, Business Rules Integrations REST API, SOAP API, LDAP, SCCM, AWS, SecureWorks, Web Services Automation & Workflows Flow Designer, Workflow Designer, ATF, Selenium, Integration Hub Database Oracle, MS SQL Server, MySQL, CMDB, Data Migration, Discovery, Import Sets, Update Sets Cloud AWS Integration, Cloud Management, CI/CD with Jenkins, Ansible, Kubernetes ITIL & ITSM Framework ITIL Processes, Event Management, Service Mapping, BMC Remedy, HP SM Testing Manual Testing, Test Automation, ATF, SCRUM, SDLC Admin & Setup Instance Upgrades, System Monitoring, Access Control, User & Group Management Custom Applications App Design, ServiceNow Customization, Widget Development, Agent Workspace Setup, HRSD, CMDB Customization Professional Experience: Client: Caterpillar - Irving, TX Apr 24 Till date Role: ServiceNow Developer Responsibilities: Designed and maintained an enterprise-wide CMDB aligned with CSDM and ITIL standards, integrating assets from Workday, SCCM, and AWS. Designed and developed custom scoped applications within ServiceNow to meet unique business requirements not covered by out of the box modules. Designed and configured HRSD case categories, templates, and custom forms using Form Designer. Customize email notifications and verbiages using Notification Scripts, Email Templates, and Event Management to ensure accurate and timely communication across business functions. Led requirement analysis sessions with stakeholders to gather business and technical needs for SecOps solutions. Created and configured custom tables, forms, and fields, ensuring proper relationships and data integrity across applications. Designed and configured custom pages using ServiceNow UI Builder, enabling modern, responsive layouts for workspace experiences Designed and implemented Security Incident Response workflows to automate triage and escalation. Configured and customized Vulnerability Response modules, integrating with Qualys for real-time vulnerability scanning. Developed Threat Intelligence workflows, enhancing proactive threat detection and response. Collaborated with InfoSec teams to align IRM processes with compliance and risk frameworks. Built and customized dashboards and KPI reports to track security incident metrics and SLA performance. Automated data collection jobs and scorecards to provide continuous visibility into operational performance. Automated routine tasks through client scripts, business rules, and scheduled jobs. Designed and configured forms using Form Designer to improve usability and data capture. Supported ServiceNow version upgrades, ensuring SecOps functionality was tested and stable. Integrated ServiceNow with Splunk and Tanium for automated threat detection and remediation workflows. Performed data analysis to ensure incident data integrity and improve decision-making. Collaborated in Agile ceremonies (stand-ups, sprint planning, retrospectives) to deliver incremental value. Maintained technical documentation including functional specs, use cases, and test plans. Partnered with QA teams to ensure quality delivery through unit testing and UAT support. Provided end-user training and knowledge transfer to ensure smooth adoption of SecOps modules. Integrated ServiceNow IRM with external compliance platforms using REST APIs to synchronize policy evidence and risk events. Managed end-to-end Incident, Problem, and Change ticket lifecycles including creation, assignment, triage, work progress, resolution, and closure. Managed end-to-end Incident, Problem, and Change ticket lifecycles including creation, assignment, triage, work progress, resolution, and closure Worked as a key ServiceNow Developer in the Stream Connect project, responsible for mapping ServiceNow tables to PS2 system tables through a custom replicator triggered by business rules, performing data validation using Oracle SQL, and ensuring accurate end-to-end replication across Dev and UAT environments. Collaborated with cross-functional teams including ServiceNow developers and the PS2 integration team to analyze and validate the structure of existing tables and fields across the ServiceNow platform. Reviewed, documented, and mapped ServiceNow tables to corresponding tables in the PS2 system using a custom replicator framework triggered via Business Rules, ensuring accurate field-level data synchronization. Utilized Dev instance for configuration and validation, taking ownership of individual tables and establishing replication mappings with PS2 through ServiceNow s replicator configuration logic. Performed unit testing by modifying and inserting data into various ServiceNow tables and validated replicated data using Oracle SQL queries on PS2 s staging environment. Executed SQL joins, filters, and aggregate queries in Oracle SQL Developer to validate end-to-end data flow from ServiceNow to PS2, ensuring record integrity and field-level accuracy during replication. Promoted and deployed validated configurations from Dev to UAT and verified replication behavior in the UAT environment through a second round of integration testing. Worked closely with the QA and PS2 teams to log, track, and resolve any discrepancies found in replicated data, ensuring successful completion of the integration acceptance criteria. Created and maintained detailed technical documentation for each mapping, including source table/field, destination schema, transformation logic (if any), and replication behavior for audit and future maintenance. Used Agile development methodologies, attending standup s and providing daily updates on table mapping progress, blockers, and testing results, aligning overall project timelines and milestones. Worked extensively across various ServiceNow environments and modules including Request Management, Incident, Change, Problem, HR Service Delivery (HRSD), and Core Platform. Utilized scripting languages and tools such as JavaScript, Glide API, Script Includes, Business Rules, Client Scripts, and Oracle SQL for development and automation. Performed periodic audits of ticket lifecycle compliance, resolving data-quality issues and ensuring process consistency. Client: Pfizer, New York, NY(TagFact) Oct 21 Sept 23 Role: ServiceNow Developer/Admin Responsibilities: Design and development of Applications and Modules to deliver the client s business requirements. Configured HRSD case management and employee center portal for global workforce. Implemented Form Designer based HR request forms across Payroll, Benefits, and IT-HR integration. Integrated SuccessFactors with ServiceNow HRSD for employee lifecycle and organizational data. Created Modules, Tables, and Columns as per the requirement specifications in ServiceNow. Using in-depth knowledge of the ServiceNow platform, including workflows, scripts, and integrations, to diagnose and resolve issues. Built dynamic components and reusable widgets to improve usability and reduce development effort. Collaborated with stakeholders to analyze and document IRM requirements for risk and compliance processes. Delivered trend analysis and forecasting reports using Performance Analytics to support proactive decision-making. Ensured tickets followed defined ITIL processes across all lifecycle stages (New Assigned In Progress On Hold Resolved Closed) Defined and configured assignment rules, workflows, UI policies, and business rules to automate ticket routing and lifecycle transitions. Configured and customized IRM modules to align with audit and governance workflows. Designed and built custom workflows and scripts to streamline approval and escalation paths. Developed role-based dashboards to provide real-time visibility into compliance and audit metrics. Built forms and catalog items using Form Designer to improve user interaction with IRM requests. Integrated ServiceNow IRM with external GRC and security tools via SOAP/REST APIs. Automated control testing and evidence collection through scheduled jobs and workflows. Enhanced reporting with custom KPIs and metrics dashboards for compliance monitoring. Supported ServiceNow platform upgrades, with focus on IRM stability and improvements. Worked closely with cross-functional teams to identify and close process gaps. Created detailed documentation of requirements, design, test cases, and deployment processes. Designed notification systems to alert users on compliance tasks and audit deadlines. Collaborated with external vendors and SIEM teams to ensure seamless integration of data sources. Provided training and knowledge transfer sessions for end users on IRM workflows. Played a key role in Agile development cycles, ensuring timely delivery of features and enhancements Developed time-based workflows using Scheduled Script Executions to trigger specific actions at predefined intervals, improving operational efficiency. Played a critical role in configuring the CMDB to accurately reflect the organization's ITAM and dependencies, facilitating improved asset management and troubleshooting. Designed and implemented Access Control Lists (ACLs) to enforce security and control access to ServiceNow data and functionalities. Manage user experiences within the Now platform via homepages, dashboards, and workflows. Create and maintain application and technical services. Configured scheduled reports and automated distribution, ensuring that stakeholders receive timely updates on important metrics without manual intervention. Manage core foundation data, tables & columns, and configuration item(CI) classes. Integrated Threat Intelligence into SecOps, enabling faster incident resolution through real-time updates. Designed and developed a user-friendly Service Portal, enhancing the user experience with intuitive interfaces tailored to business needs. Use best business practices to configure tables, forms, and workflows. The CMDB data needs were defined in collaboration with cross-functional teams, and unique Discovery Patterns were created to improve network discovery and mapping. Demonstrated adaptability by learning and applying new technologies and best practices to continually enhance the ServiceNow platform. Implemented role-based visibility rules and conditional rendering to tailor user experiences across different personas. Supported the creation of best practices documentation and standard operating procedures (SOPs) for ITOM processes. Configured Performance Analytics indicators, breakdowns, and widgets to track KPIs across ITSM and SecOps processes. Successfully integrated ServiceNow with external systems using REST APIs, enabling seamless data exchange and process automation. Conducted unit testing and UAT for custom applications, ensuring quality and compliance with business needs. Client: Ria, Buena Park, CA (TagFact) Nov 19 Sept 21 Role: Sr. ServiceNow Admin Responsibilities: Successfully leveraged ServiceNow expertise to drive pre-sales engagements, effectively articulating product capabilities and benefits to prospective clients. Collaborated with stakeholders to translate business requirements into intuitive workspace interfaces using UI Builder. Demonstrated proficiency in designing end-to-end solutions on the ServiceNow platform, aligning with business objectives and industry best practices. Built custom forms, notifications, and UI actions to simplify GRC-related user interactions. Skilled in collaborating with Customer Success Managers and Sales teams to contribute to successful RFP completion, ensuring alignment between client requirements and proposed solutions. Committed to exceeding client expectations by providing Proof of Concept and engaging in product demonstrations, fostering trust and confidence in solution capabilities. Partnered with business teams to define measurable KPIs aligned with ITIL processes and organizational goals. Experienced in managing and mentoring development teams, promoting collaboration, and ensuring the successful delivery of projects within scope, budget, and timeline constraints. Acted as the Single Point of Contact for customers, facilitating effective communication and timely resolution of issues, thereby enhancing overall client satisfaction and retention. Led teamss in the implementation of IT Service Management (ITSM) and Field Service Management (FSM) solutions, leveraging ServiceNow capabilities to streamline processes and enhance service delivery. Collaborated with ServiceNow account managers to ensure optimal license utilization and compliance, aligning licensing strategies with business needs and growth objectives. Proficient in Agile practices, responsible for creating sprint plans, defining user stories, and facilitating agile ceremonies to drive efficient project execution and delivery. Oversaw the implementation of the ServiceNow ITSM suite, Discovery, CMDB, Event Management, and Service Watch/Service Mapping. Leveraged drill-down analytics to identify bottlenecks in ticket lifecycles and improve service delivery. Worked closely with support teams to maintain accurate ticket states, assignment logic, and adherence to organizational processes. Built and maintained REST API and SOAP/WSDL connections with external systems to facilitate automated processes and reliable data interchange. Established protocols, ITIL processes, and client requirements were followed in the configuration, development, and implementation of several ServiceNow modules. Streamlined ITAM procedures, increasing productivity and cutting down on the amount of time needed for asset reporting and tracking. Optimized Import Set and Transform Map configurations to improve data import performance and reduce processing time. Automated the tracking and reporting of SLOs using ServiceNow's capabilities, reducing manual effort and improving accuracy. Developed customized reports and dashboards to track and visualize SLO performance metrics, providing stakeholders with clear insights into service health. Implemented knowledge bases and self-help resources within the HR Service Delivery module to provide employees with easy access to relevant HR policies, procedures, and FAQs. Developed and kept up-to-date documentation for ITOM settings and procedures to aid in the onboarding of new team members and the transfer of expertise. Configured approval workflows using Flow Designer to automate the approval process, ensuring timely responses and reducing bottlenecks in decision-making. Integrated third-party applications with ServiceNow using OAuth2 to enable secure single sign-on (SSO) and token-based authentication. Implementation of ACL. Involved in creating and updating Access Control List (ACL) rules to control what data users can access and how can access. Implemented, customized, and maintained ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, and CMDB in ServiceNow. Created Catalog Requests and record producers. Helped automate common ITOM operations and processes using ServiceNow Orchestration, eliminating manual involvement, and boosting efficiency. Implemented role based access controls (ACLs) and security rules to safeguard custom application data. Using Flow Designer, Orchestration, and custom scripts, we designed and executed sophisticated workflows and automation solutions inside ServiceNow to increase operational efficiency and streamline business operations. Interacted with stakeholders, users, and customers for gathering requirements to arrive at design solutions. Client: Team Lease - Hyderabad, TS May 15-Aug 19 Role: ServiceNow Admin/Developer Responsibilities: Designed and implemented workflows to improve process efficiency and automate business processes. Responded to ticket escalations, investigated, analyzed, and resolved reported defects to ensure system stability. Developed reports and dashboards based on business requirements to provide actionable insights and improve decision-making. Collaborated with stakeholders to gather requirements, document specifications, and deliver end to end solutions aligned with ITIL and organizational standards. Developed interactive dashboards for executives and service owners to monitor SLA compliance and incident resolution trends. Analyzed system performance issues and implemented enhancements to optimize performance. Configured Access Control using scripting to restrict access to applications and form fields, ensuring data security. Analyzed project documentation and contributed to enhancements, ideas, and business processes on the Service Now platform. Implemented On-Hold reason codes, state transitions, resolution codes, and closure policies to standardize lifecycle behavior. Designed and optimized workflows for Incident, Request, Problem, and Change to streamline the ticket handling process. Leveraged CI/CD tools like Jenkins to automate the deployment of scoped applications across multiple Service Now instances (DEV, TEST, PROD), reducing manual intervention and accelerating delivery timelines. Participated in daily standups to report project status, delays, and risk management activities. Customized UI Appearance for Incident Management and Problem Management modules based on ITIL best practices. Integrated DynamoDB for high-performance NoSQL database requirements, managing dynamic data from Service Now applications. Designed and developed workflow automation solutions for the Service Request Catalog and platform integrations. Modified and enhanced Service Now workflows, forms, lists, business rules, and UI components to meet business needs. Built record producers, catalog items, and workflows to automate request fulfillment and streamline user interactions. Designed custom dashboards and reporting modules to provide actionable insights from custom app data. Built custom Service Portal widgets and UI components for a better user experience. Utilized JavaScript to automate business processes and deliver customized solutions. Implemented UI Policies, Client Scripts, UI Actions, and Business Rules to fulfill business requirements. Created script-based Assignment and Approval Rules to streamline task assignments and approvals. Configured Service Level Agreements (SLAs) to define service levels for internal and external providers. Integrated LDAP to pull user data from Active Directory (AD) for seamless user management. Collaborated with stakeholders to improve ticket prioritization logic, categorization, urgency/impact matrix, and SLAs. EDUCATION: Master s degree in communications systems Bachelor of Technology: Electronics and Communications Engineering Keywords: continuous integration continuous deployment quality analyst user interface active directory information technology hewlett packard microsoft mississippi California New York Texas