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Lakshmi A - Senior ServiceNow Developer

[email protected]

Location: Frisco, Texas, USA

Relocation: Yes

Visa: H1B

Resume file: Lakshmi Resume__1781700902345.docx Please check the file(s) for viruses. Files are checked manually and then made available for download.

LAKSHMI A Email:[email protected] Ph: 4692900399 PROFESSIONAL SUMMARY IT Professional with 9 years of experience, specialized in leading, developing, implementing, and managing applications on ServiceNow platform. Skilled in the implementation and customization of ITSM modules including Incident, Problem, Change, Contract Management, and the Service Catalog, Discovery with CMDB and Integrations with a solid understanding of the ITIL framework. Proficient in configuring ServiceNow components such as Users, Groups, Roles, Email Services, Workflows, Alerts, and Approval Processes. Well-versed in developing Business Rules, Client Scripts, UI Policies, Script Includes, UI Actions, and Access Control Rules to support scalable ITSM solutions. Strong background in Customer Service Management (CSM) implementation and system integrations, utilizing REST and SOAP APIs, including Scripted REST APIs and out-of-the-box connectors. Demonstrated ability to integrate with third-party systems using web technologies like XML, HTML, AJAX, CSS, and HTTP. Experienced in configuring and customizing ServiceNow HR Service Delivery (HRSD) modules, including Employee Service Center, case management, and knowledge base, to improve employee engagement and streamline HR operations. Experienced in managing and creating ServiceNow catalog items using Catalog Builder, with the ability to understand business requirements, streamline workflows, and deliver user-friendly solutions aligned with organizational goals. Proficient in deploying and customizing Governance, Risk, and Compliance (GRC) modules, integrating risk management, policy compliance, and audit workflows to enhance enterprise-wide regulatory adherence. Extensive experience designing and developing seamless integrations between ServiceNow and third-party systems using REST/SOAP APIs, Integration Hub, and custom scripted web services for end-to-end process automation. Exploring Now Assist and Agentic AI features to implement AI-powered automation, natural language understanding, and enhanced self-service in ServiceNow Troubleshooted Discovery issues, performing root cause analysis and resolving CMDB discrepancies. Full understanding of SDLC, Agile, SCRUM Methodologies and process. Designed and implemented the Service portal pages, Widgets, UI Pages with the use of JavaScript, Jelly Scripts, Angular JS and Ajax. Effective communication with clients, Stakeholders, cross-functional teams to achieve project priorities and timelines. PROFESSIONAL EXPERIENCE Client: Costco Wholesale, (Remote) Jan 2025 - Present Role: ServiceNow Developer Participated in Requirement gathering and bringing up the short term and long-term goals required for the better implementation of ServiceNow in the client environment. Apply Agile methodology and utilize ServiceNow Agile tools to manage backlog, prioritize work, and ensure successful delivery of catalog-related enhancements. Service Now application development, including creation and configuration of Service. Working with variables and variable sets, UI Actions, UI Policies, UI Macros, Client Scripts and Data Policies in Service Now. Designed and developed various Custom Scoped Applications. Customization of user interface including forms, lists, views and created record producers for requests from Customer portal. Create and manage ServiceNow catalog items using Catalog Builder, ensuring alignment with business requirements and user experience best practices. Designed and developed new Portal in scoped Application. Setup custom integration in Scoped Application using Flow Designer. Participated in ServiceNow HRSD Module to implement HR System Architecture and activated Plugins. Designed and Structuring HR Table, Application Scoping. Involved in ServiceNow Core HR Applications and Employee Service Center - Users, Groups, Skills, Roles, Assignment Rules, HR Services, HR Catalog Items, Record Producers and HR Service Portal Branding. Customized and configured Employee Service Center components, including Knowledge Base articles and HR service catalog items, enhancing self-service capabilities and employee engagement. Perform core configuration tasks including Server-Side Scripts (Script Includes, Business Rules and Transform Scripts) and Client-Side Scripts (Client Scripts and UI Policies). Managed data with Tables, the CMDB, Import Sets, and Update Sets. Co-ordinating with cross-functional teams to make the process ongoing and exchanging information and to align all the teams in the same scope. Client: Daikin, (Houston, Remote) May 2023 Mar 2024 Role: ServiceNow Admin/Developer Collaborated with stakeholders to gather and analyze business requirements, translating them into scalable solutions within ServiceNow. Imported and managed Configuration Items (CIs) from third-party applications using Transform Maps and data sources. Designed and implemented custom tables along with associated modules, forms, and relationships based on business needs. Developed both front-end and back-end components using JavaScript, HTML, and ServiceNow scripting frameworks (Business Rules, Client Scripts, Script Includes). Created and maintained Service Catalog items and Record Producers to streamline user requests and service delivery. Customized Service Portal widgets to enhance user experience and meet client-specific requirements. Built interactive dashboards and reports using Performance Analytics for data-driven decision-making. Authored end-user documentation and training materials to support product adoption and usability. Provided production support by troubleshooting and resolving incidents, ensuring system reliability and performance. Managed update sets, including creation, version control, and migration across development, testing, and production instances. Client: Hershey s, (Hyderabad, India) Sep 2020 Nov 2022 Role: ServiceNow Developer Full ITSM suite implementation of customized cloud-based software solution (ServiceNow) including incident management, problem management, change management, service catalog. Provided ongoing support and maintenance for ServiceNow applications, ensuring system integrity and performance. Gathering requirements and giving training to the stakeholder and business owners, application user on each module after pre and postproduction deployment. Integrated ServiceNow GRC modules with CMDB, Incident, and Change Management to establish traceability of risks, controls, and compliance issues across business services. Enabled real-time impact analysis by linking risks to configuration items. Implemented and customized Policy and Compliance, Risk Management, and Audit Management modules in ServiceNow GRC. Developed tailored workflows, risk scoring logic, and compliance assessments to align with internal governance and regulatory standards. Utilized UI Builder to create dynamic Workspaces and Next Experience pages, integrating custom components, data visualization, and user-driven interactions to modernize the ServiceNow UI. Developed solutions using Ajax, JavaScript, Web Services (REST, SOAP) and other web technologies to integrate ServiceNow with internal/ external systems and tools. Ability to manage expectations and constantly prioritize requests to align to business objective. Participated in designing Authentication services and Entitlement services on REST and SOAP. Setup custom integration in Scoped Application using Flow Designer. Performing unit testing, analyzing test results and validating application data to meet functional specifications and maintain test plans and production support procedures for software and systems already in place. Prepare design documents, user manuals, transition documents and release notes as required by the projects. Worked on Agile Development module by performing the enhancements to the Stories and Defects form as per the requirement. Designed and implemented Performance Analytics (PA) reports and interactive dashboards in ServiceNow, providing leadership with real-time, data-driven insights into key operational metrics and strategic KPIs. Client: Wickes UK retail, (Hyderabad, India) Oct 2017 Aug 2020 Role: ServiceNow Developer & Administrator Developed change management plans for projects and organizational change initiatives. Created Knowledge articles to document the steps in creating catalog items. Maintained user Administration foundation data - User Accounts, Approvers, Support Groups, Create new service catalog requests and items with variables. Customized various ServiceNow ITSM modules such as Change, Incident, Problem Management, Service Catalog, Knowledge Management. Automated user communication through event-based email notifications, ensuring timely and reliable alerts that improved operational efficiency and user satisfaction. Customized server/client-side scripting including platform upgrade customization, UI scripting. Implemented Customer Service Management (CSM) and integrated client and business partner data into the CMDB, enabling accurate organizational mapping and improved visibility into relationships and services. Written and configured CSM workflows to manage the Case submissions and approval Process and case life cycle. Customized CSM with Quick close button to close the cases immediately by resolving help desk. Co-ordinating with cross-functional teams to make the process ongoing and exchanging information and to align all the teams in the same scope. Conducted user training sessions and created documentation to promote adoption and utilization of ServiceNow platform. Client: TPX, (Pune, India) June 2016 Sep 2017 Role: ServiceNow Administrator Implemented Incident, Change, Problem, Service Catalog and ITAM modules. Customized the forms and lists of Incident and Problem Management tables. Good experience with IT Service Management (ITSM) and the ITIL business process along with maintenance of service level agreement (SLA) and monitoring an SLA workflow. Worked on creating Access Control Lists (ACLs) to provide access as per business requirements. Performed day-to-day administration of ServiceNow application, including making approved changes to process and workflows, building reports, managing data, personalizing lists, content management and technical support. Created Data Sources and Used Import sets and Transform maps to import data into ServiceNow. Working on priority 1 incident related to Service Catalog / Request Management. Configuration of automated email notifications for Service Desk, Incident Management and Service Catalog modules. Performed the task of using Discovery to load configuration information to CMDB. Developed ServiceNow to create and manage procurement workflows, track purchase orders, and maintain vendor information. Created Applications, Modules, Tables, and Columns as per the requirement specifications in ServiceNow. TECHNICAL SUMMARY Programming Languages C, Angular JS, JavaScript, HTML5, CSS3, Jelly Script, SQL Tools/Modules ServiceNow, ServiceNow Studio, Workflow Editor, Jira Cloud Computing AWS, Azure, GCP. CERTIFICATIONS: ServiceNow Certified Application Developer (CAD) ServiceNow Certified System Administrator (CSA) EDUCATION: Master of Science Southern Arkansas University Bachelor of Technology MLR Institute of Technology Keywords: cprogramm artificial intelligence user interface javascript information technology Colorado Pennsylvania