Home

Mrunal - Servicenow Developer

[email protected]

Location: Houston, Texas, USA

Relocation:

Visa: H1B

Resume file: mrunal _servicenow_developer_1763048883473.docx Please check the file(s) for viruses. Files are checked manually and then made available for download.

Mrunal Akisetty https://www.linkedin.com/in/makisetty/|5122019150 | [email protected] OBJECTIVE Experienced ServiceNow Developer with 6 years of expertise in ITSM development, configuration, and platform integration. Skilled in customizing modules like Incident, Change, Problem, CMDB, and Service Catalog. Proficient in scripting, workflow automation, and third-party tool integrations. Seeking to contribute to an organization focused on digital transformation and service excellence. PROFILE SUMMARY Over 6 years of experience in the IT industry, including 5+ years of specialized work in IT Service Management (ITSM) using the ServiceNow platform. Skilled in applying ITIL practices across enterprise environments to improve service delivery and operations. Delivered scalable ServiceNow solutions, implementing ITIL-aligned workflows across Incident, Problem, Change, and Knowledge Management to improve SLA compliance and service resolution. Designed and developed Service Catalog items, forms, and workflows using Flow Designer and Workflow Editor to streamline request fulfillment and automate approvals. Built custom solutions using Business Rules, Client Scripts, Script Includes, UI Policies, and UI Actions to enhance user experience and enforce data integrity. Integrated ServiceNow with third-party systems using REST and SOAP APIs, enabling real-time data exchange and seamless process automation. Managed platform administration, including user role provisioning, ACL configurations, and access governance to ensure security and compliance. Configured and supported CMDB and Discovery, mapping service dependencies and maintaining accurate CI data for operational visibility. Created advanced dashboards and Performance Analytics reports to track KPIs, monitor SLA adherence, and support operational and executive reporting. Configured and maintained email notifications, inbound actions, and escalation policies to support real-time updates and reduce response latency. Supported Level 2/3 operations, resolving P1/P2 incidents, conducting RCA, and ensuring adherence to resolution targets and service availability. Participated in full SDLC and Agile environments, collaborating with product owners, testers, and developers to deliver high-quality, iterative enhancements. Automated data onboarding through transform maps, import sets, and scheduled jobs, improving data consistency and platform integration. Developed Service Portal widgets and customized UI pages using HTML, CSS, AngularJS, and JavaScript for improved navigation and engagement. Conducted platform upgrades and patch testing, managed update sets, and ensured post-deployment validation across development and production environments. Led QA efforts and UAT processes, contributing to regression, integration, and functional testing for critical platform deployments. Provided HRIS and administrative workflow support through ServiceNow catalog items and automated employment verification and document processing. Collaborated with business analysts and stakeholders to capture requirements and translate them into technical specifications and configurations. Assisted with governance documentation, creating SOPs, process guides, and knowledge articles for internal support and end users. Integrated ServiceNow with DevOps tools such as Jenkins, GitHub, and Azure DevOps to enable continuous delivery and release automation. Delivered SLA configuration and breach tracking, linking metrics with workflows and triggering alerts for high-priority cases. Provided end-to-end service mapping, discovery integrations, and infrastructure visibility for better incident correlation and impact analysis. Supported onboarding/offboarding automation, access provisioning, and user lifecycle processes across HR and IT platforms. Delivered system-generated reporting, stakeholder dashboards, and scheduled distribution of trend analyses and SLA reports. Worked closely with vendors and QA teams to define project timelines, deliverables, and testing outcomes for successful deployments. Demonstrated strong communication, collaboration, and documentation skills in fast-paced Agile/DevOps environments. Continuously enhanced platform knowledge and kept pace with ServiceNow releases, adopting best practices in platform scalability, automation, and integration. TECHNICAL SKILLS ServiceNow Platform ITSM, ITOM, ITAM, CSM, CMDB, Discovery, Service Mapping, Service Catalog, Request Fulfillment, Incident, Problem, Change, Knowledge Management, Performance Analytics, Event Management, Orchestration, App Engine Studio, Custom Applications, MID Server, Service Portal, Forms DevOps & Automation Tools Jira, GitHub, Jenkins, Azure DevOps, Ansible, Terraform, Hashi Corp Vault, Git, Artifactory, Nexus, GH Actions Cloud & Infrastructure AWS, Azure, GCP cloud integrations with ServiceNow Containers and orchestration with Docker, Kubernetes Programming & Scripting Languages JavaScript, HTML/CSS, AngularJS, Python, JSON, YAML, Shell Script, SQL Databases Oracle, MySQL, PostgreSQL, MongoDB Monitoring & IT Operations Tools Datadog, AppDynamics, IBM Netcool, Tivoli Development Methodologies Agile, Scrum, Kanban, ITIL, DevSecOps, AIOps, MLOps Operating Systems Windows, Linux (Ubuntu, Red Hat, CentOS), UNIX Productivity Tools Microsoft Office (Excel, Word, PowerPoint), Tableau, SharePoint WORK EXPERIENCE ServiceNow Developer and Architect | PNC Bank, USA | Apr 2023 -Present Experienced in Product Management, Agile, and DevSecOps, lead scalable automation using ServiceNow, ITSM/ITOM, Azure, Terraform, and observability tools like Datadog and AppDynamics. Manage a team of 11 engineers delivering self-service, self-healing, and CI/CD solutions aligned with ITIL standards. Built and configured ServiceNow solutions end-to-end, from gathering requirements and writing implementation plans to executing development and deployment phases. Delivered scalable automation through custom workflows, platform configuration, and scripting. Implemented and administered core ITSM modules including Incident, Problem, Change, Service Catalog, and SLM. Ensured alignment with enterprise-wide best practices and ITIL standards for operational efficiency. Led successful upgrades including Washington release, achieving a 30% improvement in performance and system stability. Applied update set best practices and managed release and cloning processes. Developed custom applications using App Engine and Service Portal, automating manual workflows and improving user adoption by 50%. Designed interactive catalog items, reusable components, and UI enhancements. Conducted regular system health checks and performance tuning, maintaining 99.9% uptime and optimizing platform responsiveness. Provided tier 2/3 support with a 95% first-call resolution rate. Created and managed 50+ custom reports and dashboards for executive decision-making and operational tracking. Designed database views and scheduled data extracts for SLA, catalog, and incident metrics. Integrated notification triggers across Incident, Change, and Service Request modules. Developed and maintained server- and client-side scripts including Business Rules, Client Scripts, UI Policies, and Script Includes. Enhanced workflow automation, access control, and form interactions. Led the design and deployment of 20+ automated workflows, streamlining key ITSM and business processes. Standardized reusable flows and documented implementation best practices. Integrated ServiceNow with third-party applications using REST/SOAP web services, supporting seamless data exchange. Created and mapped data sources, transform maps, and import sets for structured ingestion. Supported ServiceNow user administration, including LDAP integration, group/role assignments, and production categorizations. Resolved access and role issues by troubleshooting Active Directory and user table entries. Assisted service owners and stakeholders in leveraging ServiceNow through disciplined implementation, knowledge articles, and mentorship. Provided production support and strategic guidance on ServiceNow module enhancements and usage. ServiceNow Developer | CCG marketing solutions ,US | Feb 2022 Mar 2023 Implemented ITSM, ITOM, and ITAM frameworks to drive automation, digital transformation, and service excellence through ServiceNow. Migrated data from over 50 applications to establish a Single Source of Truth, enabling AIOps/MLOps adoption, 60% faster deployments, and a 35% reduction in engineering costs. Spearheaded ITIL-aligned ServiceNow implementations across modules such as Incident, Change, Problem, CMDB, and Service Catalog to improve service reliability and reduce downtime by 20%. Led AIOps initiatives and App Engine Studio workflows that increased operational efficiency by 25% through automation. Oversaw infrastructure operations and integrated ServiceNow with third-party tools like Jenkins, Git, Terraform, AWS, Datadog, and Kubernetes to streamline DevOps workflows and cloud automation. Designed and managed connectors within Integration Hub to ensure seamless third-party system interactions. Built and configured complex Service Catalog items with associated workflows, notifications, client scripts, and catalog UI en0068ancements using Service Portal. Created cloud provisioning workflows with dynamic email alerts and automated VM/stack deployment confirmations. Developed end-to-end automation using REST/SOAP APIs, including ServiceNow integration with monitoring tools like Netcool, Moogsoft, and Datadog to trigger incidents based on alerts and job failures. Automated approval and provisioning processes using Orchestration and script-based workflows for infrastructure requests. Produced IT executive, operational, and performance reports using Performance Analytics, translating insights into strategic recommendations. Delivered real-time dashboards and evaluated existing reporting processes to improve clarity and efficiency. Configured and maintained MID Server, LDAP integration, and user provisioning processes to enable secure access and system-level integrations. Managed update sets, cloning activities, scheduled jobs, and release cycles with a strong focus on platform governance and compliance. Developed reusable workflows, scripted transformations, and approval chains for Incident, Change, and SLA Management. Customized roles, ACLs, and change approval matrices, ensuring secure and compliant access across ITSM operations. Configured system notifications and alerts through events and records for Incident, Problem, and Change modules. Streamlined ServiceNow platform maintenance through update sets, patching processes, and environment synchronization. ServiceNow Developer | Mphasis Charles Schwab, India | Jan 2021 Dec 2021 Orchestrated CI/CD, self-service, and automation initiatives, achieving 40% cost savings and 30% reduction in downtime while managing a $3M budget and a 13-member global engineering team. Provided strategic advisory services to mid-sized IT firms, enhancing cloud offerings, pricing models, and operational frameworks. Led a global team delivering IT services aligned with ITIL V3 best practices across Incident, Problem, Change, and Configuration Management. Ensured SLA compliance and continuous improvement while supporting diverse organizations and infrastructure environments. Oversaw on-prem and cloud infrastructure operations, implementing automation with CI/CD tools like Jenkins and Chef to ensure 24/7 uptime. Spearheaded the migration of data centers and managed a distributed team of engineers across the US and UK. Conducted Agile ceremonies including sprint planning, backlog grooming, daily scrums, and retrospectives, ensuring delivery of defined business outcomes and user stories. Acted as Scrum Master, assigning tasks and tracking progress for efficient release cycles. Designed and implemented ServiceNow customizations including business rules, script includes, and workflows, reducing ticket response time by 30%. Developed reusable components, improving platform maintainability and scalability by 20%. Built advanced Service Catalogs, workflows, and variable sets, including order guides to simplify the user request process. Integrated orchestration flows for new hire processes like AD and email account provisioning. Developed dashboards, reports, and queries using Performance Analytics for real-time performance insights and executive reporting. Managed SLA configurations, scheduled jobs, and notifications to enhance service delivery visibility. Integrated ServiceNow with third-party systems and Active Directory using REST APIs and LDAP for authentication and automation triggers. Configured inbound/outbound email actions and scripted event- based alerts for proactive communication. Directed Service Portal development with custom widgets, UI pages, and AngularJS-based interfaces. Controlled role-based access and implemented login redirects to enhance security and user experience. ServiceNow Developer | MWebware Software Solutions, India | Jun 2019 Dec 2020 Delivered strategic advisory services and led complex cloud and ITSM projects involving Azure, AWS, OpenStack, Kubernetes, and ServiceNow. Achieved a $2M revenue increase and $1.3M in cost savings by analyzing customer behavior, vendor performance, and industry trends. Streamlined operations by reducing 800 monthly man- hours and presented key insights on profitability and inefficiencies to executive leadership. Led the design, implementation, and optimization of ITIL-aligned ITSM processes across three global clients, improving process compliance by 45% within the first year. Conducted process maturity assessments using CMMI and ITIL v4 frameworks, delivering actionable recommendations that led to a 30% increase in SLA compliance. Spearheaded incident, change, problem, and service request management improvements in ServiceNow, reducing mean time to resolution (MTTR) by 25%. Facilitated cross-functional workshops and stakeholder interviews to gather business requirements and align service management processes with strategic goals. Developed and implemented automated workflows using ServiceNow Flow Designer, enhancing process consistency and reducing manual interventions. Monitored and reported key performance indicators (KPIs) such as SLA compliance, ticket aging, and service request trends using Power BI. Delivered training programs and knowledge transfer sessions for IT support teams, increasing adoption of standardized ITSM practices and reducing escalations. Collaborated with technical teams to introduce structured root cause analysis (RCA) templates and processes under Problem Management, reducing repeat incidents. Led the transition and migration of ITSM platforms from legacy systems to ServiceNow, ensuring seamless changeovers with minimal disruption. Maintained strict compliance with ISO 20000, internal controls, and audit requirements, contributing to consistent audit readiness across all engagements. Supported continual service improvement (CSI) by producing quarterly review reports, highlighting trends, gaps, and proactive process enhancements. EDUCATION Masters in Computer Science ,Campbellsville University, Louisville, USA. Keywords: continuous integration continuous deployment quality analyst user interface business intelligence active directory information technology