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BHARGAVI Y - SERVICENOW 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. 9+ years of IT experience with 6+ years in ServiceNow platform development, administration, and solution architecture across ITSM, ITOM, ITBM, GRC, and IRM. Strong expertise in Ops Resilience, Business Continuity Management (BCM), and Integrated Risk Management (IRM), delivering compliant enterprise solutions that strengthen organizational resilience. Proven track record implementing ServiceNow IRM workflows for risk assessments, policy exceptions, audit evidence collection, and regulatory compliance mapping. Hands-on experience with BCM modules in ServiceNow, including crisis management, business impact analysis (BIA), plan maintenance, and recovery strategy automation. Designed resilient ITOM and CMDB architectures, ensuring end-to-end service dependency visibility to support impact analysis and recovery planning. Expertise in CSDM alignment to ITSM, IRM, and BCM modules, ensuring standardized service modeling and operational resilience. Implemented automation and reconciliation frameworks between ITAM, CMDB, and IRM, improving accuracy for risk-based decision-making. Skilled in event correlation and resilience-focused monitoring via ServiceNow Event Management, Discovery, and Service Mapping to minimize service downtime. Strong scripting and development background (JavaScript, Glide APIs, Script Includes, Flow Designer) for IRM/BCM-related automation and workflow resilience. Delivered multiple large-scale Ops Resilience initiatives by integrating ServiceNow with compliance platforms (SOX, ISO, NIST, GDPR) using REST/SOAP APIs. Collaborated with enterprise risk, compliance, and IT operations teams to define resilience strategies, automate recovery workflows, and improve SLA adherence. Experienced in platform security and governance via ACLs, role-based access, and data segregation to meet BCM/IRM compliance requirements. Adept at training cross-functional teams and stakeholders on resilience planning, BCM execution, and IRM best practices within the ServiceNow ecosystem. Experienced in CSDM alignment for HRSD, mapping HR services, employee journeys, and case categories into the CMDB. Experience in installing, configuration and administration of CMDB/ITOM. Proficient in integrating FSO with external systems and third-party tools using REST/SOAP APIs and orchestrating end-to-end field service delivery. To improve service delivery and support operations, CSDM was integrated with IT Service Management (ITSM) procedures, including Incident, Problem, Change, and Request Management. Performed end-to-end API-based integrations between ServiceNow IRM and third-party systems for evidence collection, user validation, and risk inputs. Collaborating with stakeholders across the organization to gather requirements, define workflows, and ensure the ITOM and APM modules meet business needs. 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 configured HRSD case categories, templates, and custom forms using Form Designer. Designed and maintained enterprise CMDB aligned with CSDM, Ops Resilience, and BCM standards. Built automated IRM workflows to capture risk events, policy violations, and control evidence for compliance audits. Integrated IRM with third-party compliance systems, ensuring synchronized policy lifecycle and resilience data flows. Performed CMDB audits, dependency mapping, and reconciliation to strengthen impact analysis for BCM planning. Configured ITSM modules (Incident, Problem, Change) integrated with IRM for real-time resilience tracking. Created resilience dashboards for monitoring CMDB health, orphan CIs, and business-critical dependencies. Developed scripted REST APIs for BCM plan integrations with external continuity planning platforms. Supported crisis management workflows through notifications, escalation rules, and role-based access control. Implemented automated BIA forms and BCM templates in ServiceNow to standardize recovery planning. Aligned HRSD modules with BCM workflows to ensure employee readiness during crisis scenarios. Collaborated with enterprise architecture teams to align Ops Resilience objectives with ITOM automation. Integrated ITOM discovery data into BCM processes for infrastructure-level resilience analysis. Authored technical documentation for resilience workflows, BCM plans, and IRM data mappings. Acted as SME for Ops Resilience testing during release upgrades and compliance audits. Enhanced system resilience by automating post-incident data validation and recovery workflows. Supported upgrade cycles and tested GenAI-enabled HRSD enhancements. Created dashboards and reports to monitor CMDB accuracy, orphan CIs, and business service dependencies. Configure and manage ITSM modules including Incident, Change, and Problem Management by creating and updating Forms, Business Rules, Client Scripts, and UI Policies aligned with ITIL practices. Enhance HRSD modules by building custom workflows, automating HR case handling, and configuring related notifications to improve service delivery and employee experience. Enforce data security and access control by defining Access Control Rules (ACLs), assigning Roles, and managing conditional access across the platform. Integrated ServiceNow IRM with external compliance platforms using REST APIs to synchronize policy evidence and risk events. Using Update Sets to develop, test, and deploy changes across environments, ensuring smooth and compliant release cycles. Authored detailed documentation for CMDB design, discovery patterns, and support workflows; also provided stakeholder training sessions. 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. 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. Implemented IRM modules for risk assessments, audit management, and control attestation. Configured BCM capabilities for global operations, including recovery plan templates and continuity dashboards. Integrated SuccessFactors with ServiceNow HRSD to support resilient workforce planning. Designed IRM workflows for policy exceptions and regulatory evidence collection. Developed custom BCM impact analysis workflows tied to CMDB dependencies. Implemented ITOM Discovery + Service Mapping to improve resilience and recovery visibility. Automated IRM compliance reporting with scheduled jobs and real-time risk dashboards. Built integrations with JIRA and third-party GRC tools to centralize resilience data. Applied Identification and Reconciliation Engine (IRE) to maintain CMDB consistency for risk-driven decisions. Supported ITAM-to-CMDB reconciliations, aligning asset lifecycles with BCM dependency maps. Enhanced IRM processes by embedding risk scoring algorithms into Script Includes. Designed interactive BCM portals for executives to monitor recovery readiness and risk posture. Enforced IRM security through ACLs and role-based controls, meeting audit and regulatory compliance. Led training workshops for compliance and IT operations on using IRM and BCM dashboards. Successfully drove Pfizer s enterprise-wide adoption of Ops Resilience practices via ServiceNow platform enhancements. Ensured data integrity in CMDB through the Identification and Reconciliation (IRE) process. Performed the task of using Discovery to load configuration information to CMDB. Developed and customized Transform Maps to map data from Import Sets to target tables in ServiceNow. Involved in implementing SLOs for various IT services, ensuring measurable and achievable performance targets that align with customer expectations. Created Scheduled Jobs within workflows to automate data archiving and cleanup processes, maintaining a clutter-free and efficient database. Utilized AngularJS and React to create dynamic and interactive web applications. DevOps integrations to ensure smooth transitions from development to production environments Successfully implemented custom integrations with JIRA and other third-party systems using REST APIs, web services, and middleware technologies. 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. Supported the creation of best practices documentation and standard operating procedures (SOPs) for ITOM processes. Successfully integrated ServiceNow with external systems using REST APIs, enabling seamless data exchange and process automation. 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. 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. 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. 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. 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. 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. 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 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. 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