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manikanta Penthala - ServiceNow Developer

[email protected]

Location: Alpharetta, Georgia, USA

Relocation: yes

Visa: GC

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Manikanta P Senior ServiceNow Developer Phone:(214) 699-9186 Gmail: [email protected] LinkedIn: linkedin.com/in/manikanta73838 SUMMARY PROFESSIONAL: Senior ServiceNow Developer with 9+ years of enterprise platform experience delivering large-scale solutions across financial, healthcare, and retail industries using ITSM, ITOM, IRM/GRC, SecOps, ITAM/SAM/HAM Pro, HRSD, CSM, and SPM modules. Expert in JavaScript, Glide API, Business Rules, Script Includes, Client Scripts, UI Policies/Actions, and advanced scripting for complex automation and workflow orchestration. Designed and implemented end-to-end IRM/GRC workflows including Policy & Compliance, Risk, Vendor Risk, Audit Management, indicators, controls, assessments, and automated evidence collection. Extensive SecOps experience delivering SIR, Vulnerability Response, Threat Intelligence, scanner integrations (Qualys, Tenable), and SIEM workflows with Splunk and QRadar. Advanced automation expertise using Flow Designer, Workflow Editor, Subflows, and orchestration logic to streamline enterprise processes. Delivered scalable ITSM workflow enhancements for Incident, Problem, Change, Request, Knowledge, and Asset Management improving SLA performance and operational consistency. Strong ITOM experience including CMDB modeling, Discovery, Service Mapping, Event Management, and CSDM 4.0 alignment. Developed secure REST/SOAP, OAuth 2.0, MID Server, and IntegrationHub integrations with financial, healthcare, HR, POS, and cloud systems. Built reusable IntegrationHub custom spokes and API frameworks reducing integration development time and increasing standardization. Hands-on experience configuring and customizing ServiceNow Field Service Management (FSM), including work orders, dispatching, scheduling, and technician workflows. Exposure to telecom service operations, supporting field service processes, asset tracking, and operational workflows. Expert in SAM Pro and HAM Pro lifecycle automation, reconciliation, normalization, and compliance reporting. Designed Service Portal and UI Builder workspaces using AngularJS, Bootstrap, Jelly, and custom widgets for advanced self-service experiences. Built Performance Analytics dashboards for SLA monitoring, compliance scoring, vulnerability insights, risk heatmaps, and executive reporting. Implemented Predictive Intelligence models improving categorization accuracy, automated routing, and MTTR. Led large-scale data migrations using Import Sets, Transform Maps, scripted transforms, and reconciliation logic. Delivered RBAC/ACL security, access certifications, and MFA-integrated workflows strengthening governance and compliance posture. Developed multiple Scoped Applications using App Engine Studio and ServiceNow Studio for enterprise-specific workflows. Managed CI/CD pipelines via Azure DevOps, GitHub Actions, and ServiceNow CI/CD plugins for automated deployments and environment synchronization. Strong foundation in Agile/Scrum, ITIL v4, SDLC, and governance practices; collaborated with Security, Audit, Compliance, Infrastructure, HR, and Operations teams. Recognized for delivering scalable, secure, audit-ready solutions that reduce manual effort, enhance automation, improve compliance accuracy, and strengthen platform stability. CERTIFICATIONS: ServiceNow Certified System Administrator (CSA) ServiceNow Certified Implementation Specialist IT Service Management (CIS-ITSM) ServiceNow Certified Application Developer (CAD) ServiceNow Certified Implementation Specialist Customer Service Management (CIS-CSM) ServiceNow Certified Implementation Specialist HR Service Delivery (CIS-HRSD) TECHNICAL SKILLS: ServiceNow Platform Skills: ITSM (Incident, Problem, Change, Request, Major Incident, Knowledge, SLA Management, Agent Workspace); ITOM (CMDB, Discovery, Service Mapping, Event Management, Orchestration, AIOps); ITAM (Asset Management, SAM Pro, HAM Pro, License Compliance, Lifecycle Tracking); CSM (Case Management, Contact Models, Entitlements, SLAs, Customer Portal); HRSD (HR Case Management, Lifecycle Events, HR Service Delivery); GRC/IRM (Policy & Compliance, Risk Management, Vendor Risk, Audit, Controls, Attestation, Continuous Monitoring); SecOps (Security Incident Response, Vulnerability Management, Threat Intelligence, Threat Feeds, MITRE ATT&CK); SPM/PPM (Demand, Projects, Portfolio, Resource Management, Roadmaps); FSM (Work Orders, Scheduling, Dispatch); Performance Analytics, Predictive Intelligence, Virtual Agent, NLU, Service Portal (AngularJS, Bootstrap, Custom Widgets), UI Builder (Workspaces, Dashboards), Custom Scoped Applications, App Engine Studio, ACLs, Roles, Scheduled Jobs, Notifications, MID Servers, Update Sets. Programming & Scripting: JavaScript (Glide API, ES5/ES6), HTML5, CSS3, AngularJS, jQuery, AJAX, JSON, XML, PowerShell (DSC), Shell Scripting, SQL (MySQL, Oracle). Integrations & Automation: REST APIs, SOAP Web Services, Scripted REST APIs, Scripted SOAP, OAuth 2.0, JWT, SAML/SSO, LDAP, Webhooks, IntegrationHub Spokes (Custom & OOTB), MID Server Integrations, Integrations with AWS CloudWatch, Splunk, Qualys, Tenable, Workday, SAP SuccessFactors, Azure, Jira, GitHub, CI/CD Pipelines. Tools & DevOps: GitHub, GitLab, Bitbucket, Azure DevOps Pipelines, GitHub Actions, Jenkins, ServiceNow Studio, App Engine Studio, Postman, SOAP UI, Visual Studio Code, JIRA, Azure Boards. Frameworks, Methodologies & Governance: Agile (SCRUM), Kanban, ITIL v4, SDLC, DevOps, Automated Test Framework (ATF), CSDM 3.0/4.0, CMDB Normalization & Reconciliation, Data Certification, Instance Cloning, Upgrades, Platform Governance, OOTB vs Customization Control. PROFESSIONAL EXPERIENCE: Fiserv - Jersey City NJ Sep 2023 to Present Role: Senior ServiceNow Developer Designed and developed complex ServiceNow solutions for ITSM, ITOM, GRC/IRM, SecOps, HRSD, and Asset Management to support Fiserv s financial regulatory and security-driven environment. Built advanced ITSM configurations including multi-tier Incident, Problem, Change, Request, and Asset workflows tailored for financial operations and audit compliance. Engineered IRM workflows include Policy & Compliance, Risk Management, Vendor Risk, and Audit Management modules to automate regulatory processes. Configured risk statements, indicators, control objectives, assessment profiles, and automated risk scoring for real-time risk visibility. Integrated IRM with SecOps, CMDB, and ITSM processes to provide end-to-end traceability between risks, assets, vulnerabilities, and incidents. Built custom automation scripts and Script Includes for evidence collection, audit responses, control attestations, issue management, and remediation workflows. Implemented SecOps modules including SIR, Vulnerability Response, and Threat Intelligence to enhance incident response and remediation prioritization. Integrated SecOps with SIEM platforms (Splunk, QRadar), vulnerability scanners (Qualys, Tenable), and endpoint tools for automated ingestion and triage. Designed end-to-end vulnerability lifecycle workflows, reducing false positives and routing vulnerabilities by risk, asset type, and impact. Built Performance Analytics dashboards, improving SLA compliance tracking accuracy by 45%. Implemented HRSD modules for onboarding/offboarding workflows and migrated HR processes into ServiceNow with minimal downtime. Configured and optimized HAM Pro for hardware lifecycle automation, stock management, utilization tracking, and asset reconciliation. Enhanced CMDB accuracy by integrating Discovery, normalizing CI attributes, configuring relationship rules, and applying CSDM standards. Implemented CSDM 4.0 frameworks across Business Applications, Services, and Technical Services to establish a unified service model. Developed secure REST/SOAP API integrations using OAuth 2.0, MID Server, IntegrationHub, and scripted APIs to connect with financial, HR, and security systems. Created Java-based inbound API handlers to support token-based authentication and encrypted communication with third-party systems. Enabled CI/CD through Git, Azure DevOps Pipelines, and automated promotions for update sets and scoped apps. Led enterprise-level testing cycles including regression testing, UAT coordination, release management, and deployment validation. Partnered with Security, Compliance, Audit, IAM, and Infrastructure to meet SOX, SOC, and PCI standards. Environment: ServiceNow (ITSM, ITOM, IRM/GRC, SecOps, HRSD, HAM Pro, CMDB, Discovery, CSDM), Performance Analytics, Flow Designer, UI Builder, IntegrationHub, REST/SOAP APIs, OAuth 2.0, MID Server, Java-based integrations, SQL, MySQL, JavaScript, Glide API, Azure DevOps, Git, Agile/Scrum, Financial Services, Compliance, Audit, Risk Management. Medica - Minneapolis MN Sep 2021 to Aug 2023 Role: ServiceNow Developer Designed and developed advanced ServiceNow solutions across ITSM, ITOM, ITAM, IRM, SecOps, and CSM to support Medica s healthcare operations and compliance needs. Enhanced and customized applications using Script Includes, Business Rules, Client Scripts, GlideRecord, UI Policies, and UI Actions. Developed Flow Designer automations for Incident, Change, Request, and Asset workflows, reducing manual intervention across clinical and IT teams. Engineered ITOM Discovery patterns and probes to maintain CI accuracy for servers, cloud resources, network devices, and healthcare systems. Configured Service Mapping to build real-time dependency maps for claim processing, EHR, and eligibility systems. Designed AIOps driven automation for anomaly detection, alert correlation, and root cause analysis to improve incident response time. Built automated ITAM, SAM Pro, and HAM Pro reconciliation logic and lifecycle workflows for asset and entitlement tracking. Integrated healthcare applications (EHR, IAM, HRIS, monitoring tools) using REST/SOAP APIs and IntegrationHub for real-time data flow. Automated risk assessments, compliance workflows, control testing, and evidence gathering using IRM/GRC modules. Designed and implemented Vulnerability Response workflows, reducing critical remediation time by 35%. Performed code reviews, optimized GlideRecord queries, enforced platform standards, and improved solution scalability. Led platform upgrades, clone activities, regression testing, and compatibility validation for scoped apps and integrations. Enabled Predictive Intelligence for automated incident categorization and assignment, improving MTTR. Delivered SPM/PPM enhancements including demand intake, project dashboards, resource views, and portfolio automation. Managed CI/CD pipelines using Git and IntegrationHub for controlled deployments and versioning. Collaborated with Security, Compliance, Claims, Provider Operations, and Infrastructure teams to align development with healthcare regulatory requirements. Environment: ServiceNow (ITSM, ITOM, ITAM, CMDB, Discovery, Service Mapping, Event Management, SAM Pro, HAM Pro, IRM/GRC, SecOps, CSM, SPM/PPM), Flow Designer, UI Builder, Performance Analytics, IntegrationHub, REST/SOAP APIs, Scripted APIs, AIOps, Predictive Intelligence, JavaScript, Glide API, AngularJS, HTML/CSS, CI/CD (Git), Agile/Scrum, ITIL v4, Healthcare IT system Kroger-Cincinnati, OH Feb 2020 to Aug 2021 Role: ServiceNow Developer Designed and developed custom solutions across Incident, Change, Request, Problem, and Knowledge modules tailored for large-scale retail operations. Built complex Service Catalog items, Record Producers, workflows, subflows, execution plans, and approval rules for store operations, POS teams, and corporate IT. Configured and customized Field Service style workflows including work orders, task assignments, and fulfillment logic for store and field operations. Supported dispatching and scheduling workflows to route tasks to field support teams based on location, priority, and availability. Integrated field service processes with ITSM and CMDB to track assets, outages, and on-site resolution activities. Supported mobile-friendly interfaces and workspace views to assist technicians and support teams during on-site operations. Developed scripted Business Rules, Script Includes, GlideRecord queries, UI Policies, Client Scripts, and UI Actions to enable automation and enhance platform functionality. Engineered REST and SOAP integrations with POS device management tools, HR systems, and retail inventory applications for real-time data exchange. Implemented CI/CD pipelines with Azure DevOps, reducing deployment errors by 65%. Customized the Service Portal using AngularJS widgets, themes, and dynamic UI components to support 1,000+ retail locations. Developed custom applications and scoped solutions to manage store assets, POS onboarding, and outage triage workflows. Created advanced Flow Designer automations for store onboarding, device provisioning, outage resolution, and automated routing. Implemented Event Management integrations with POS and network tools to generate automated incidents with correlation rules. Developed dashboards and Performance Analytics widgets for SLA tracking, device outage insights, store health metrics, and operational reporting. Scripted Transform Maps, before/after scripts, and REST APIs to normalize retail hardware data. Built workspace configurations and form customizations using UI Builder for Store Support engineers. Developed automation scripts for inventory reconciliation between CMDB and external asset systems, improving accuracy. Created role-based secure forms and catalog items using ACL scripts, conditional UI, and dynamic filters. Designed and scripted custom notifications, inbound email actions, and event processors for automated alert handling. Performed code reviews, GlideRecord optimization, redundancy removal, and performance tuning at scale. Collaborated with Store Operations, Network Engineering, POS, and Retail IT teams to deliver solutions aligned with Kroger s store ecosystem. Environment: ServiceNow (ITSM, ITOM, CMDB, Custom Scoped Apps), AngularJS, Service Portal, Flow Designer, IntegrationHub, REST/SOAP APIs, GlideRecord, Script Includes, Business Rules, UI Policies, Client Scripts, POS system integrations, Transform Maps, UI Builder, Performance Analytics, Git, Agile/Scrum Bank of America April 2018 to Jan 2020 Role: ServiceNow Admin/Developer Managed and optimized ITSM processes across Incident, Problem, Change, Request, and Knowledge modules by enhancing workflows, SLAs, and assignment rules to support audit, compliance, and enterprise operational requirements. Configured Service Catalog items, Record Producers, workflows, approval rules, SLAs, and task routing to streamline service fulfillment. Supported CMDB governance by validating CI data, correcting relationship gaps, running audits, and maintaining attribute consistency. Configured and maintained Discovery schedules, probes, and patterns to identify infrastructure components and automatically update the CMDB. Assisted with Service Mapping to build dependency views for critical banking applications and improve impact analysis. Deployed and administered MID Servers for Discovery, integrations, credential management, and secure data transport. Managed ITAM processes including asset lifecycle tracking, reconciliation, compliance monitoring, and HR/Finance integrations. Automated workflows and approvals using Flow Designer, reducing manual processing and improving SLA compliance. Built SLA/SLO definitions, notifications, conditions, and dashboards to measure operational performance. Supported REST and SOAP integrations with internal banking systems for data exchange, incident routing, and CI updates. Implemented access controls using ACLs, roles, conditions, and UI Policies to strengthen security and data protection. Performed routine platform administration including user and group updates, access management, scheduled job validation, notification setup, and update set promotion to support accurate and consistent system operations. Participated in Agile ceremonies including sprint planning, backlog grooming, daily standups, and UAT support. Prepared and executed platform upgrades, regression testing, integration validation, and customization compatibility checks. Conducted root-cause troubleshooting for catalog errors, SLA issues, workflow failures, Discovery mismatches, and CMDB inaccuracies. Developed small enhancements using JavaScript, Glide API, Business Rules, Script Includes, and Client Scripts under senior developer guidance. Collaborated with Infrastructure, Network, HR, and Security teams to align ServiceNow with enterprise governance and regulatory requirements. Environment: ServiceNow ITSM, Service Catalog, CMDB, Discovery, Service Mapping, ITAM, MID Server, Flow Designer, REST APIs, SOAP APIs, ACLs, Business Rules, Script Includes, Client Scripts, SLA/SLO, Update Sets, Scheduled Jobs, Service Portal, ESGA, Agile/Scrum, ITIL v4. C Spire July 2016 to March 2018 Role: ServiceNow Administrator Administered core ServiceNow ITSM modules include Incident, Problem, Change, Request, Knowledge, Service Catalog, SLAs, and Reports. Performed daily administration activities such as user and group management, roles, ACL configuration, notifications, scheduled jobs, and update sets. Maintained and audited CMDB data, ensuring CI accuracy, relationship integrity, and alignment with configuration standards. Configured and supported Discovery schedules to identify infrastructure components and automatically update CI attributes. Supported Event Management by reviewing alerts, fine-tuning thresholds, and improving event correlation rules. Built and maintained Service Catalog items, Record Producers, variables, approval flows, and fulfillment workflows. Improved the Service Portal by configuring widgets, UI policies, branding, and navigation to enhance self-service usability. Executed Import Sets and Transform Maps for data loading, migration, CI updates, and field-level validation. Managed MID Server installation, configuration, credential management, and monitoring for Discovery and integrations. Diagnosed and resolved platform issues including UI errors, workflow failures, email notification issues, and assignment rule defects. Performed system upgrades, clone activities, regression testing, and validation of customizations across instances. Created reports and dashboards for SLA tracking, incident metrics, asset data, and CMDB health monitoring. Ensured platform compliance by documenting changes, configurations, and administrative procedures. Optimized catalog workflows and routing logic to improve request fulfillment consistency and automation. Collaborated with ITSM, Network, Security, and Infrastructure teams to align platform configurations with organizational processes. Environment: ServiceNow, ITSM, Incident/Problem/Change Management, CMDB, Discovery, Event Management, Service Catalog, Service Portal, SLAs, ACLs, Update Sets, Import Sets, Transform Maps, Notifications, Reports & Dashboards, MID Server, Platform Upgrades, Cloning, Agile, ITIL. Keywords: cprogramm continuous integration continuous deployment user interface information technology Minnesota New Jersey Ohio