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Radha Kusunuri - ServiceNow Architect

[email protected]

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ServiceNow Architect Radha Kusunuri Email: [email protected] Work Summary: ServiceNow Manager/Architect with 11+ years of experience leading enterprise-scale ServiceNow implementations, IT service management (ITSM), and digital transformation initiatives. Proven track record in strategic planning, team leadership, and optimizing ServiceNow platforms to enhance business processes, automation, and customer experience. Extensive experience in the technical implementation of various ServiceNow modules such as Incident, Problem, Change, Asset Management, CMDB (Configuration Management Database), knowledge, Request, Service Catalog, Custom Applications, and Integrations. Extensive experience with ITSM, ITOM, ITAM, HRSD, ITOM, CSM, CMDB, IRM and WSD modules in ServiceNow using ITIL framework principles with a strong understanding of ITIL V3, Deep functional and technical knowledge of ServiceNow. Configure and troubleshoot SNMP v1/v2c/v3 queries, MIBs, and OID mappings for accurate device identification. Optimize credential usage (SSH, SNMP, Windows WMI) for secure, efficient discovery. Led root cause analysis (RCA) for critical outages, reducing repeat incidents by 50%. Lead a team of ServiceNow developers and administrators. Act as the technical escalation point for complex issues. Mentor junior team members on ServiceNow development standards. Maintain technical documentation for solutions and processes. Worked on ServiceNow ITOM business development, project delivery/implementation, building ServiceNow ITOM practice & competency (Service Mapping, Discovery, CMDB, Event Management), and providing consultancy services to businesses regarding overall strategic business transformation leveraging ServiceNow. Lead technical discussions with stakeholders, architects, and developers. Proven expertise in configuring the HR Service Delivery (HRSD) module including HR Case Management, Lifecycle Events, and HR Service Portal. Strong hands-on experience in developing RESTful APIs (inbound and outbound) for seamless integration with third-party systems. Experience in implementation and generating Business Rules, Scripts Includes, including Data dictionaries, UI Actions, UI Policies, Client Scripts, UI Actions, and Validation Scripts in ServiceNow using JavaScript and Glide System. Extensive experience in creating and maintaining Access Control Rules (ACL) for securing and providing the right access to role-based applications. Experience with ServiceNow versions like Geneva, Helsinki, Istanbul, London, Madrid, and New York. Development using JavaScript and configuring workflows to implement additional features, customizations, and enable the process flow. Hands-on experience in building customizations using Workflows, variables, Flow Designer, Update Sets, Business Rules, client scripts, UI policies, UI Actions, Notifications, ACLs, Client Scripts, Fix Scripts, Script Include, Service catalog development, Data Imports, Glide Record and System, Portal framework. Implemented ServiceNow CSM solutions, reducing case resolution time by 30% through automation and improved workflows. End to End-to-end development and Customization of Incident, Problem, and Change Management modules as per the ITIL Process. Expertise in debugging, optimizing the performance, and working of Client Scripts, Catalog Client Scripts, Server-Side Scripting, UI scripts, and UI Policies. Experience working with Waterfall, Agile, and Scrum methodologies. Configure and modify ServiceNow Service Catalog Items to control different Infrastructure Services across the company. Participate in daily, weekly, and monthly client meetings to review the status of the job and any new procedures or needs. Expert in reviewing and approving validation documents in accordance with company policies and procedures. Technical Skills: Platforms: ServiceNow, ITSM, ITOM, HRSD, IRM, CMDB,SAM,HAM. Monitoring Tools: SolarWinds, Nagios, Dynatrace, Prometheus, Datadog Languages: JavaScript, Glide Script, HTML, SQL, AngularJS. Tools & Integration: REST/SOAP APIs, Flow Designer. ITSM TOOLS: ServiceNow (Jakarta, Istanbul, Helsinki, Geneva, Fuji, London, New York). ServiceNow Modules: Incident, Problem, Change, Request Management, Knowledge Base, Service Catalog, CMDB, HRSD, Reporting, Dashboards, Integration HUB, Service Level Management, Agile Development, Integrations. Application Servers: WebLogic Server, IBM WebSphere. Web Technologies: HTML, JavaScript, Agile, CSS, XML, Jelly, AngularJS. Methodologies: SDLC, Waterflow, Agile, Scrum. Work Experience: Elevance Health | ServiceNow Architect | Jul 2024 Present Responsibilities: Lead a team of developers, analysts, and admins, overseeing ServiceNow implementations for Fortune 500 clients. Serve as the workplace services domain expert (facilities management, employee services, workplace operations) Configured Customer Service Management (CSM) modules, including Case Management, Knowledge Base, Service Catalog, and Customer Portals. Utilized Performance Analytics to measure and report on key CSM metrics (CSAT, FCR, resolution time). Developed and customized the Flexera ServiceNow Integration Hub subscription to map custom CI classes and attributes, ensuring business-critical data was available for ITSM processes. Managed the daily operation and health of the Flexera-ServiceNow integration, troubleshooting synchronization errors and ensuring data integrity across platforms. Led the end-to-end implementation and configuration of the ServiceNow IRM module, including Risk Management, Compliance, and Audit Management applications. Developed REST API integrations between ServiceNow IRM and external GRC tools, vulnerability scanners, and audit systems to enable bidirectional data flow. Engineered and configured bi-directional integrations between ServiceNow HAM Pro and discovery tools (SCCM, JAMF) to automate the population and enrichment of the Configuration Management Database (CMDB). Developed and optimized transformation maps and MID Server configurations to normalize and reconcile data from external inventory systems into the HAM Pro module. Configured the WSD portal and catalog items for requests ranging from IT equipment to facilities maintenance. Automated the employee onboarding process within WSD, integrating with IT and Facilities to ensure new hires have equipment and access ready on day one, cutting setup time by 50%. Designed and launched a user-friendly intake catalog for employee requests, which improved compliance by channeling all spending through formal W2P channels and increased user adoption by 40%. Led the discovery workshops with client stakeholders to map their 'as-is' procurement processes and design the 'to-be' W2P solution on the ServiceNow SPM platform. Configured Virtual Agent (VA) chatbots for common HR queries (leave requests, benefits info) using Natural Language Processing (NLP). Customized ECP Workspace with personalized dashboards for employees and HR agents. Customized ServiceNow CSM workflows, UI policies, business rules, and client scripts to meet business requirements. Conducted CSM upgrades, patches, and testing to ensure system stability and performance. Streamlined post-service workflows, integrating digital documentation (EHR/CRM) and automated patient feedback collection. Designed and configured the Employee Service Center portal to streamline HR service delivery. Customized Employee Module (EM) workflows, forms, and catalog items for HR, IT, and Facilities services. Implemented SACM (Service Asset and Configuration Management) processes aligned with ITIL best practices for tracking IT assets and configurations. Automated discovery and reconciliation of CIs using ServiceNow Discovery, Service Mapping, and MID Servers. Integrated Flow Designer with HRSD to automate HR case management, including employee inquiries, leave requests, and approvals. Collaborated with stakeholders to translate business requirements into no-code/low-code workflows, ensuring compliance with ITIL/HR policies. Developed automated reports for SLA breaches & ticket backlogs Used ticket categorization to identify top 3 recurring issues, reducing related tickets by 30% after process improvements Implemented and configured ServiceNow SAM Pro module to automate software discovery, normalization, and license management processes. Leveraged discovery tool APIs to feed real-time asset data into HAM Pro, enhancing reporting accuracy for software licensing. Automated resource scheduling and dispatching using FSM Scheduling Assistant and Dispatch Centers. Customized catalogs, service portals, and workflows for workplace service requests (e.g., desk reservations, room bookings, IT equipment requests). Designed, developed, and maintained dashboards, reports, and KPIs in ServiceNow to track IT service performance, SLA compliance, and operational efficiency. Collaborated with vendors on upgrade planning, feature enhancements, and license optimization to align with organizational goals. Developed catalog item workflows for IT, HR, and enterprise services, streamlining request fulfillment and improving end-user satisfaction. Partnered with HR to automate employee onboarding workflows in ServiceNow, reducing manual tasks by 40% and improving new hire satisfaction. Configured workspace booking, hoteling, visitor management, and facility services modules. Integrated ServiceNow SAM with third-party systems (e.g., SCCM, Flexera, Snow) for real-time software data ingestion. Deployed and maintained ServiceNow HAM Pro to track the full hardware asset lifecycle from request to retirement. Automated asset provisioning and de-provisioning workflows, reducing manual effort and improving fulfillment SLAs. Developed custom HAM dashboards and KPIs to track aging assets, warranty expirations, and stockroom health. Ensured Incident, Problem, Change, and Asset Management processes leveraged CSDM for better decision-making. Ensured software compliance by monitoring license usage. Tracked physical IT assets (laptops, servers, printers) throughout their lifecycle. Managed the full hardware lifecycle: request, procurement, deployment, maintenance, and retirement. Track asset depreciation, cost centers, and warranty data. Deployed ServiceNow ITOM for event correlation, reducing incident resolution time by 35%. Established baseline performance metrics and configured dynamic thresholding to reduce false alerts by 60% Developed and implement workplace service catalogs, request workflows, and knowledge bases. Designed API security strategies involving throttling, caching policies, and role-based access controls across service endpoints. Contributed to cloud migration strategy and supported containerization efforts using Kubernetes and Docker. Managed ticket queues, prioritized tasks (P1-P4), and automated assignment/routing using ServiceNow workflows, business rules, and SLA definitions. Spearheaded migration from legacy systems to ServiceNow, reducing resolution time by 40%. Designed custom applications (scoped apps) for HR, Finance, and GRC, improving workflow efficiency. Developed Service Catalog by creating new catalog items and designing workflows and execution plans. Involved in the Development and configuration of the Business Rules, Client Scripts, UI Policies, Data Policies, and UI Actions. Provide technical guidance during project planning and execution. Monitor instance health and optimize performance (ACLs, scripts, workflows). Collaborated with ITSM teams to align ITOM processes with Incident/Problem Management (ITIL v4). Ensured secure coding practices in React.js, Node.js, and .NET while adhering to ServiceNow best practices for governance and compliance. Developed ServiceNow UI Builder components with React.js to enhance self-service portals and employee workflows.Automated ITSM processes using ServiceNow workflows with Node.js backend services for ticket routing and approvals. Implemented JWT/OAuth authentication in React.js (frontend) and Node.js/.NET (backend) for secure ServiceNow access. Developed and customized HRSD module components, including HR Case Management and HR Service Portal. Experience with Service Portal to determine the users logging into the portal and customizations with a combination of system properties and script includes. Created workflow activities and approvals. Implemented new workflows that use a variety of activities to understand how records are generated from workflows. Business units report risks, while GRC teams ensure proper tracking and remediation. Identify, assess, and document risks in the ServiceNow risk register. Performed day-to-day administration of the ServiceNow tool and maintained business services and configuration item relationships in ServiceNow. Maintain and recommend improvements to facilitate the effective use and integrity of the CMDB and Interface with other support organizations to ensure the effective use of the CMDB. Enhanced ticketing efficiency by customizing forms, fields, UI policies, notifications, and reports based on business needs. Generated and analyzed dashboards/reports (e.g., ticket volume, resolution times) to identify trends and drive process improvements. Creating dashboards and widgets using Performance Analytics and counseling the stakeholders. Developed UI Actions; the script includes business rules for the overall platform. Developed solutions using JavaScript, Web services, and Rest/SOAP API to integrate ServiceNow with internal/external systems. Worked on the Service Catalog in introducing new Catalog Items based on the client's requirements. Customized and created workflows for change management, Configuration Management, knowledge management, and service catalog items. Managed data with Tables, Import Sets, and Updated Sets. Environment: ServiceNow Madrid, New York, Orlando, JavaScript, Web Services, SOAP, XML, AJAX, CMDB, UI Pages, UI Actions, UI scripts, Catalog Items, Script Include, risk register, control framework, Client Scripting, Workflows, Notifications and ACLs, REST, ServiceNow Catalog, XML, HTML. Amazon, UK | Lead ServiceNow Developer / Admin | Feb 2023 Jul 2024 Responsibilities: Build service requests from customer requirements, including requests, request items, and tasks using workflows -to manage data flows from the customer to the support teams providing the service. Streamlined trouble-to-resolve processes by integrating TSOM with NMS/OSS tools (Netcool, SolarWinds). Integrated ServiceNow CSM with third-party applications (e.g., CRM, telephony, email) for seamless customer support. Wrote and execute test cases for new TSM functionalities. Architected and deployed telecom-specific ServiceNow modules, including TSM/TSOM, to support incident, performance, and fault management in OSS environments. Created User Stories by working with Customers and ServiceNow Technical teams and provided input and design features. Worked on (Incident, Change, Problem, and Service Request Management) Frameworks, CMDB and Customer Service Management (CSM), and Service Portal. Customized ServiceNow s GRC plugin according to the requirement Led end-to-end ITSM/ITOM service delivery using ServiceNow TSM, ensuring 99.9% SLA compliance for critical business services. Built and mentored a 10-member TSM team, reducing ticket escalations by 60% through training and knowledge sharing. Involved in the upgrade process of London to Orlando and closely monitoring all the applications and their performances across the upgrade cycle and patch Fixes. Created Workspace Dashboards using UI Builder using the Report module. Worked on HR-related Service Catalog items and workflows for onboarding/offboarding processes. Integrated telecom mediation layers and B2B billing engines with ServiceNow via secure RESTful APIs and scheduled job handlers. sDeveloped technical blueprints, workflows, and data models for GRC modules (Risk Management, Compliance, Audit, Vendor Risk, Business Continuity, etc.). Ensured alignment with industry standards (ISO 27001, NIST, SOC, GDPR, SOX, HIPAA). Integrated ServiceNow GRC with third-party tools (SIEM, ERP, ITSM) for seamless risk and compliance workflows. Worked with UI Actions, UI Policies, and Data Policies in ServiceNow. Involved in UI development within ServiceNow, working with JavaScript, Glide Script, UI Policy, HTML5, and applying Business Rules. Developed ServiceNow portal UI pages using AngularJS, HTML5, CSS, and JavaScript Create, monitor, modify, and publish service catalog workflows with approvals. Created secure access using ACLs and role-based permissions to protect sensitive HR data. Great Knowledge and Experience in Client Scripts, Business Rules, Script Includes, UI Scripts, ACLs, UI Policies, Data Policies. Development of Service catalog, which includes creating new catalog items, designing workflows, and execution plans. Worked on creating Service Portal Widgets, Pages and Page Instances using Angular JS, HTML, CSS and Bootstrap classes. Experience in using testing tools like POSTMAN, SOAP UI for smoke and Unit testing in DEV regions. Environment:ServiceNow, Orlando, London, Kingston, HTML, CSS, Windows, CSM, JavaScript. Mind Tree, Bangalore, India | Sr ServiceNow Developer / Admin | Dec 2021 Jan 2023 Responsibilities: Performed configurations and customizations of ServiceNow applications like Service Catalog, Incident, and Change. Involved in working and developing of ServiceNow plugins and customizations. Worked on Glide Ajax and Glide Records for scripting and UI actions. Worked on fixing bugs and doing enhancements for Incident, Problem and Change management and Service Catalog modules. Participated in designing the Authentication services and Entitlement services on REST and SOAP. Designed TSM (Technical Services Management) workflows for network operations, ensuring compliance with eTOM/ITIL frameworks. Implemented 24/7 monitoring of multi-vendor telecom networks (SDH, DWDM, IP/MPLS) using ServiceNow TSOM, achieving 99.99% service availability Integrated TSOM with CMDB to enable service impact analysis for critical outages Conducted monthly TSOM rulebase reviews that improved correlation accuracy by 5% each cycle. Implemented TSOM playbooks for cyber incident response in telecom networks Created custom REST/SOAP APIs in ServiceNow and consumed them in React.js (frontend) and Node.js/.NET (backend) applications. Collaborated with cross-functional teams to migrate legacy .NET applications into ServiceNow, ensuring data consistency and process automation. Integrated ServiceNow with third-party DevOps tools (Jira, Jenkins, Ansible, Docker) for end-to-end automation. Used Performance Analytics to track DevOps metrics (lead time, deployment frequency, failure rates). Configured and customized ServiceNow modules: Service Catalog, Incident, Change, and HRSD. Acted as the primary escalation point for critical incidents, troubleshooting and resolving complex technical issues related to workflows, integrations, scripts, and data flows. Assisted in performance tuning, security enhancements, and system optimization for ServiceNow instances. Implemented role-based access controls (ACLs) to secure sensitive GRC data, ensuring least-privilege principles and audit compliance. Developed Automated Test Framework (ATF) scripts to validate end-to-end GRC workflows (risk assessments, audit findings, policy exceptions), reducing regression testing effort by 40%. Monitored platform performance, troubleshooted defects, and implemented enhancements to ensure high availability, security, and compliance of GRC/IRM solutions. Optimized GRC instance performance through scripting best practices, indexing, and data management. Conducted workshops with business stakeholders to gather GRC/IRM requirements and translate them into technical solutions. Led ServiceNow GRC/IRM implementations, including Risk Management, Policy & Compliance Management, Audit Management, and Vendor Risk Management. Provided expert-level L2/L3 production support for ServiceNow applications, ensuring high availability, performance, and reliability of the platform. Participated in designing authentication and entitlement services using REST and SOAP APIs. Developed dashboards, business rules, and client/server scripts to support HR workflows. Maintained and administered the implemented instance of ServiceNow and performed tasks such as Configuring Users, company, site, location and other existing fields, Support Groups, assignment rules, categorizations, SLA etc. Worked on Client, Server-side scripts to meet client requirements using Glide Record APIs. Created Business Rule, UI Action by using Glide Script. Developed UI Appearance for Service Catalog Requests. Designed and implemented Transform Maps for accurate data imports, contributing to the integrity and reliability of CMDB records. Built and optimized automated workflows and business rules to streamline service request and incident resolution processes. Managed platform security and access controls through well-structured ACLs and role-based permissions in compliance with data governance policies. Delivered ongoing production support, troubleshooting issues, and documenting resolutions to maintain system health and reduce incident recurrence. Created custom dashboards and performance reports to monitor SLA adherence, service trends, and operational efficiency, supporting strategic IT decisions. Environment:Service catalog, Asset Management, Analytics, Incident Management, Problem Management JavaScript, ITIL, UI actions, Ajax, Glide Record, Html, jQuery, glide script. Mind Tree, Bangalore, India | Sr ServiceNow Developer | Jul 2018 Nov 2021 Client: IT Medical Responsibilities: Assisted in developing and customizing ServiceNow ITSM modules including Incident, Change, and Request Management. Configured ServiceNow ITOM modules (Discovery, Event Management) for a 5000+ node infrastructure, improving CMDB accuracy to 95%. Built custom MID Server scripts (JavaScript/PowerShell) to discover non-standard devices (IoT, legacy systems). Created Catalog Items, Record Producers, and workflows to support IT support teams. Designed notifications and email templates to improve communication and user engagement. Developed and managed Business Rules, Client Scripts, and UI Policies to automate user interactions. Participated in the integration of third-party systems using REST and SOAP APIs. Created Record Producers and workflows to support HR and IT support teams. Participated in REST API-based integrations with legacy systems. Built custom dashboards and reporting solutions for HR operations. Created and implemented Transform Maps to import legacy data into ServiceNow. Conducted functional testing and prepared documentation for knowledge base and user training. Participated in sprint planning and Agile ceremonies for efficient task tracking and delivery. Provided L2 support for incidents related to ServiceNow configuration and usability. Developed custom applications to facilitate employee service requests and streamline HR fulfilment processes. Refactored and optimized ServiceNow customizations in response to major platform updates to ensure compatibility and performance. Environment: ServiceNow, London, Service Catalog, Incident Management, Problem Management, JavaScript, UI actions, Ajax, Glide Record, Html, jQuery, glide script. Infosys, Bangalore, India | ServiceNow Developer | Aug 2014 Jun 2018 Client: Infosys BPM Health Care Responsibilities: Supported platform configuration activities during the initial implementation phase. Developed basic Business Rules and Client Scripts under supervision to automate tasks. Assisted in data import using Load Data and Transform Maps, focusing on CMDB and User tables. Worked with UI Policies and form layouts to enhance form usability. Created dashboards and reports for internal stakeholders to track IT service trends. Participated in initial UAT cycles and logged test results in coordination with QA teams. Documented configurations, test scenarios, and SOPs for new features. Provided user support during early adoption phase and created FAQ guides for new users. Contributed to internal team learning sessions on ServiceNow fundamentals. Documenting, troubleshooting, and following up on issues that are encountered during the performance and execution of manual testing. Assisted in the early-stage configuration of HR Service Requests and user access workflows. Executing API tests for functional, regression testing using GET, POST, PUT, and DELETE methods using Postman Defect Management by prioritizing, assigning and verifying bug-fixes using JIRA. Good knowledge of update sets required to move ATF scripts from one instance to another Designing the test scripts from the test cases using the various step configurations, analyzing the workflow of the test cases, if required, using custom UI to automate complex scenarios Developing and executing the test cases, test steps, debugging issues, and documenting the results per user requirement criteria Performing regression testing during test instance upgrades to ensure the quality of existing functionalities. Environment:ServiceNow, JIRA, Automation Test Framework, Agile. Education: Bachelor s from JNTU 2014 References: Available upon request. Keywords: continuous integration quality analyst user interface javascript business intelligence information technology Delaware Virginia