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Aaradhya Jeevan - ServiceNow Developer/ Administrator

[email protected]

Location: , , USA

Relocation: ready to relocate

Visa: H1B

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Professional Summary IT professional with over 8 years of experience working on the ServiceNow platform as a Developer and Administrator, delivering customized solutions to enhance workflows and streamline business processes. Proficient in implementing ServiceNow modules including ITSM, ITOM, ITBM, FSO, CMDB, HRSD, CSM, GRC, TSOM, and Service Portal. Skilled in developing UI Policies, Business Rules, Script Includes, Client Scripts, Data Policies, and Validation scripts using JavaScript and Glide System APIs. Hands-on experience with ServiceNow Discovery, tracking and updating Configuration Items (CIs) across both on-premises and cloud environments. Designed and developed dashboards and reports to enhance visibility into CMDB data and service performance. Implemented robust ACLs to ensure data integrity and security across the platform . Expertise in designing, optimizing, and automating complex ServiceNow workflows. Extensive experience delivering implementations for global clients, including SOAP/REST integrations, Discovery, Service Catalogs, Business Rules, Update Sets, and Workflows. Extensive experience delivering implementations for global clients, including SOAP/REST integrations, Discovery, Service Catalogs, Business Rules, Update Sets, and Workflows. Managed SLAs to enhance service delivery, customer satisfaction, and continuous improvement within ITSM practices. Proficient in Field Service Operations (FSO), covering work order management, dispatching, and real-time tracking for optimized service delivery. Designed various Service Catalog items using designer and Record Producers and defining workflows for the catalog items, approvals and dynamic tasks in ServiceNow. Integrated SLO with IT Service Management (ITSM) modules to enhance visibility into supplier-related incidents, requests, and approvals, ensuring smooth alignment between suppliers and internal teams. Hands-on experience in implementing and enhancing TSM for end-to-end telecom service lifecycle management. Skilled in aligning TSM workflows with business processes to improve service delivery and customer satisfaction. Proficient in leveraging ServiceNow OMT to streamline order lifecycles, automate provisioning processes, and enhance operational efficiency for seamless service delivery. Collaborated with ITSM teams to integrate GRC processes with Incident, Problem, and Change Management, ensuring comprehensive risk assessment and mitigation strategies are applied to IT operations and service management. Proficient in creating and managing Transform Maps and Import Sets for efficient data migration and integration. Configured and customized the CMDB following ITIL best practices to meet organizational requirements. Developed and maintained dashboards for tracking order statuses, KPIs, and SLAs, providing actionable insights into order management performance (OMT). Developed and maintained dashboards for order status tracking, KPIs, and SLAs, providing actionable business insights. Experienced in configuring and customizing email notifications to enhance user communication and engagement. Experienced with Inbound Actions, Reports, Gauges, and Home Pages within ServiceNow. Developed and maintained third-party integrations using REST and SOAP APIs. Built Service Portals for ESS users utilizing UI Pages, HTML, CSS, and JavaScript for an optimized user experience. Certification CSA ServiceNow Admin Certified. CAD ServiceNow Application Developer Educational Qualification Master of Science in Information Technology from Kennesaw State University Alanta, GA. Bachelors in Electronics and communications Engineering (BS-ECE) from Vignan Institute of Technology and Sciences- Hyderabad. Professional Experience Coca-Cola. Nov 2024 Present ServiceNow Developer Atlanta, GA. Engineered and maintained critical ServiceNow platform components including Business Rules, Client Scripts, and Access Control Lists (ACLs) to enforce business logic and security. Led the design and implementation of robust ServiceNow solutions to automate workflows and directly support key enterprise objectives. Customized and optimized key ServiceNow modules (ITSM, ITOM, HRSD) to solve complex business challenges while ensuring system reliability and scalability. Architected and developed REST and SOAP API integrations between ServiceNow and third-party systems to deliver seamless, end-to-end functionality. Collaborated with cross-functional teams and stakeholders to deliver secure, high-performance applications aligned with organizational goals. Managed the ongoing enhancement, maintenance, and production support of the ServiceNow platform to ensure peak performance and reliability. Ensured all platform configuration and customization adhered to the strategic direction set by the ServiceNow Architect and Product Owner. Worked extensively within core ServiceNow modules including Incident Management, Change Management, and Reporting, in addition to custom applications. Developed and enhanced the Service Catalog by creating new catalog items and designing associated workflows and execution plans. Interfaced directly with stakeholders, users, and customers to gather requirements and design effective technical solutions. Presented technical designs and solution proposals to clients, providing actionable recommendations for process improvement. Engineered key platform elements including Client Scripts, UI Policies, Business Rules, Security Rules, and UI Actions to meet specific business requirements. Developed custom applications from inception through deployment, utilizing workflows, Business Rules, and client-side scripting. Created core platform components such as Business Rules, Client Scripts, UI Policies, and Script Includes based on detailed technical requirements. Designed and implemented complex workflows to automate multi-step operational processes and improve efficiency. Applied deep functional and technical knowledge to successfully implement and manage custom applications. Provided comprehensive production support, including troubleshooting and resolution of ServiceNow-related issues. Optimized Email Notification configurations and workflows to enhance user communication and process efficiency. GENERAL MOTORS. May 2023 Oct 2024 ServiceNow Developer/Administrator Michigan. Developed and maintained critical ServiceNow platform components including Business Rules, Client Scripts, and Access Control Lists (ACLs). Implemented and managed ServiceNow GRC to automate compliance processes, track risks, and ensure adherence to HIPAA and GDPR. Configured and optimized ServiceNow HRSD to streamline HR operations, automate case management, and enhance employee onboarding and lifecycle management. Developed and maintained ITSM workflows for Incident, Problem, and Change Management, ensuring minimal downtime for critical IT systems. Integrated ServiceNow ITOM for real-time monitoring of organizational IT infrastructure, improving system uptime and reliability for essential medical applications. Enhanced patient and caregiver support by implementing ServiceNow CSM to streamline case management and deliver user-friendly service portals. Implemented and customized ServiceNow FSO to streamline medical device maintenance, optimize technician scheduling, and enhance field support services. Designed and developed Service Catalog items, customized workflows, and created execution plans to streamline service delivery. Developed Catalog Client Scripts and UI Policies to enable client-side configurations, enhancing the user interface and overall user experience. Implemented and customized ServiceNow IT Asset Management (ITAM) to track the complete lifecycle of assets from procurement to disposal. Managed system data using Tables, CMDB, Import Sets, and Update Sets to ensure accurate and optimized system configurations. Designed and optimized Application Portfolio Optimization (APO) dashboards to provide visibility into underutilized applications and improve IT cost management. Configured SLO tracking within ITSM to monitor SLA compliance, ensuring critical healthcare service requests were addressed on time. Developed REST and SOAP integrations for real-time data exchange between HRSD and external systems. Configured and developed complex workflows and automations using ServiceNow Flow Designer to enhance IT process efficiency. Automated contract renewals and supplier risk assessments in ServiceNow S2P, ensuring compliance with organizational regulations. Customized UI forms, fields, notifications, SLA workflows, and client/server-side scripts to align with business and technical requirements. Implemented, configured, and customized ServiceNow modules including Change Management, Service Desk, and Service Catalog to meet organizational goals. Built and configured custom applications, modules, tables, and views based on client-specific requirements. Configured and customized ServiceNow, including workflow administration, reporting, data imports, scripting, and third-party integrations. Integrated third-party systems with ServiceNow Customer Service Management (CSM) using web services and APIs for seamless data synchronization. Collaborated with cross-functional teams to define and implement Strategic Portfolio Management (SPM) processes, aligning with ITIL best practices. Built custom JIRA project mappings in ServiceNow to align project task tracking and status updates with ITSM workflows McKesson. Nov 2021 Apr 2023 ServiceNow Developer and Administrator Irving, Texas Designed, customized, and implemented ITSM, ITOM, and ITBM modules as well as custom applications to meet client requirements and enhance operational efficiency. Gained extensive experience in data ingestion by creating Transform Maps and Import Sets for uploading bulk data from external sheets. Monitored and maintained data accuracy and system performance through scheduled tasks, data imports, and configured data sources. Worked extensively on key ServiceNow applications including Incident Management, Problem Management, Knowledge Management, Asset Management, and Reporting. Monitored Service Level Agreements (SLAs) and policies within the Customer Service Module (CSM) to ensure timely case resolution and improve customer satisfaction. Streamlined HR processes using ServiceNow HR Service Delivery (HRSD), enhancing the employee service experience and accelerating issue resolution. Implemented ServiceNow Mapping and Discovery to ensure comprehensive IT infrastructure visibility, improving service accuracy and organizational support efficiency. Deployed and managed ServiceNow ITAM to enhance asset tracking, enabling accurate forecasting and optimization of hardware/software utilization to drive cost savings. Integrated ITAM with the CMDB to maintain current configuration item relationships and ensure alignment with ITIL standards for asset management. Played a key role in User Acceptance Testing (UAT) for ServiceNow projects, validating that solutions met end-user expectations and functional requirements before launch. Configured ITOM and Event Management modules by integrating data into the CMDB to enhance incident response and system monitoring capabilities. Created workflows, Business Rules, reports, and data imports for Incident, Problem, Change Management, and Service Request modules. Developed real-time procurement dashboards to help leadership track supplier performance and procurement cycle efficiency. Deployed ServiceNow ITAM to improve asset tracking, enabling accurate forecasting and optimization of hardware and software utilization, resulting in cost savings. Successfully implemented and customized the FSO module to optimize field service workflows, ensuring seamless service delivery and compliance. Built analytical dashboards to monitor ITSM incidents and change requests, reducing backlog through proactive problem management. Configured trend reports for GRC, enabling predictive risk analysis and ensuring ongoing compliance adherence. Established a solid foundation with the ServiceNow CSDM, implementing a clear and standardized data model to align IT and business processes. Implemented ServiceNow GRC to provide teams with real-time insights into risks and compliance requirements, facilitating proactive issue management. Designed and managed integrations between ServiceNow and enterprise systems using REST and SOAP APIs, and facilitated third-party tool integrations via MID Server and email Ven tech Solutions October 2019 July 2021 ServiceNow Developer and Administrator Atlanta, GA. Engineered data migration and integration solutions by designing and implementing data load processes and Transform Maps. Architected and developed custom applications, modules, and workflows on the ServiceNow platform to advance 5G network service management and customer experience initiatives. Managed the TSOM module to proactively monitor telecom network services and resolve issues, significantly improving service reliability. Implemented Event Management within TSOM for automated fault detection and resolution workflows, streamlining network issue response. Orchestrated ITOM processes to support 5G network operations, integrating event management with telecom-specific workflows for enhanced fault detection. Developed and implemented 5G-specific incident, problem, and change management processes to ensure controlled changes to network infrastructure. Configured and customized the Telecom Service Management (TSM) module to handle service orders, customer requests, and fault tracking. Built and optimized order workflows in TSM to accelerate delivery timelines and minimize manual handovers between teams. Integrated TSM with CMDB and Incident Management to provide comprehensive visibility into customer services and network issues. Automated the entire order lifecycle using ServiceNow Order Management for Telecommunications (OMT), boosting processing efficiency and reducing errors. Customized ServiceNow OMT workflows for end-to-end service management, including provisioning, activation, and maintenance. Integrated ServiceNow OMT with CRM and billing systems to automate order processing and provide real-time stakeholder updates. Created custom dashboards and Performance Analytics reports to track network performance, service quality, and customer experience metrics. Managed platform security by configuring Access Control Lists (ACLs), user roles, and permissions to enforce role-based access controls. Configured and maintained the CMDB to accurately track and manage telecom network assets and their relationships. Designed order decomposition workflows in OMT to break down complex orders into actionable tasks, reducing fulfillment time. Maintained and updated the Service Catalog, managing service offerings and their associated workflows. Authored reusable Selenium automation scripts to validate ServiceNow catalog items, workflows, and business rules. Developed Performance Analytics reports for TSOM to deliver insights into network fault trends and SLA compliance. Configured breakdowns and trend analysis in OMT to identify order processing bottlenecks and reduce fulfillment time. Designed custom dashboards to monitor CMDB data accuracy, enhancing 5G network asset tracking. Integrated JIRA with ServiceNow ITSM modules to improve cross-platform visibility and tracking of incidents, problems, and changes. Created and maintained UI Policies and Data Policies to dynamically control form behavior and enforce data integrity. Configured email and event-driven notifications to provide timely alerts and keep users informed of critical changes. Developed comprehensive client-side and server-side scripts to enhance the user interface and automate complex business logic. Zensar Technologies. January 2018 August 2019 ServiceNow Administrator Hyderabad, Telangana Engineered and maintained custom ServiceNow solutions tailored to specific business needs, significantly enhancing ITSM process efficiency and automation. Designed and implemented customized workflows for Incident, Change, and Service Request management, ensuring strict alignment with ITIL standards. Developed comprehensive Service Catalog items, Record Producers, and fulfillment processes to streamline service delivery and user request handling. Engineered REST and SOAP API integrations between ServiceNow and external enterprise systems to enable seamless data exchange and process orchestration. Leveraged ServiceNow's SLA management to automate tracking and reporting, integrating SLA metrics across all ITSM processes for consistent service delivery. Created and optimized custom reports and dashboards using Performance Analytics to deliver actionable insights and support data-driven decision-making for stakeholders. Managed the complete update set lifecycle across development, testing, and production instances, ensuring controlled and successful deployments. Implemented and maintained data sources, scheduled jobs, and transform maps for regular data imports, ensuring ongoing data integrity and system performance. Enhanced and managed the Employee Service Center (ESS) portal, improving the user self-service experience and contributing to a reduction in ticket volume Trinity Health, Chennai July 2016 December 2017 Service Desk Analyst Administered and optimized key ITSM modules including Incident, Change, and Problem Management to streamline IT service delivery. Applied expertise in IT Service Management (ITSM) processes to maintain and monitor Service Level Agreement (SLA) workflows, ensuring compliance and performance. Managed the end-to-end Incident Management process for logging, tracking, and resolving IT service-related incidents and service requests. Utilized the ServiceNow platform to efficiently handle, track, and manage tickets and issues through their complete lifecycle. Delivered first-level customer support to end-users via multiple channels including phone, email, and chat, ensuring a positive support experience. Performed successful troubleshooting and diagnostics for technical issues, guiding users to effective solutions and resolving problems promptly. Contributed to organizational knowledge by maintaining detailed records of issues and resolutions within the ServiceNow Knowledge Base. Ensured clear and consistent communication by keeping users informed on the status and progress of their reported issues. Proactively monitored and managed incident queues to ensure all Service Level Agreements (SLAs) were consistently met. Generated and analyzed performance reports and dashboards to provide insights into IT service performance and identify areas for improvement. Managed user access and permissions for various IT systems and applications, adhering to security best practices. Conducted regular monitoring of IT systems to identify and address potential performance and security issues Environments: ACLs, Update Sets, Flow Designer, SLA, ITSM, Service Catalog Keywords: user interface information technology fiveg Georgia