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sai kumar - ServiceNow Developer with 10+ years

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Location: Austin, Texas, USA

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Resume file: Sai Kumar B Resume_1776866067755.docx Please check the file(s) for viruses. Files are checked manually and then made available for download.

PROFESSIONAL SUMMARY ServiceNow Developer with 10+ years of IT experience specializing in Health and Safety Incident Management. Expert in configuring workplace safety modules, automated compliance workflows, and safety analytics dashboards. Delivers measurable safety improvements through technical solutions aligned with OSHA and regulatory requirements Experience in Configuring Applications using Service-Now tool, used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the ServiceNow platform as well as experience delivering medium to large-scale Service Now implementations. Specializing in enterprise ITOM (Discovery & Service Mapping) ServiceNow Discovery. Expert in ServiceNow with experience on GRC (Governance, Risk and Compliance) module Policy and Compliance Management, Audit Management, Risk Management, Vendor Risk Management Expertise in Design and configure ITSM and customizing the applications using JavaScript, AJAX, and HTML in ServiceNow. Good Knowledge about ITIL standards which are helpful in development and customization of ITSM Applications. Involved in configuring the Business Rules, Client Scripts, UI Policies, and Access Lists in ServiceNow. Designed, configured and implemented solutions using Java Scripting. Involved in managing system configurations, gathering and documenting user and process requirements, Creating and Developing Workflows. As a tester, performed quality assurance testing, User Acceptance testing and Third-party integration for ServiceNow platform. Good Experience of Asset Management Services: Business Services and Configuration item relationships. Implemented and customized ServiceNow Customer Service Management (CSM) applications, including Case Management, Account/Contact models, and Customer Portal. Designed and configured case workflows, SLAs, and business rules to automate customer issue resolution and improve support efficiency. Worked in ServiceNow with experience on implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management, Financial Management and Release Management with extensive knowledge on Content Management System. Actively worked on Automated Test Frameworks. Experience in debugging and troubleshooting the existing codes. Exceptional knowledge of hand-coded HTML, CSS, JavaScript, DOM, JavaScript/UI libraries and their use in implementing AJAX solutions. Experience in working with the workflows using ServiceNow workflow editor. Implemented the specialized modules of ServiceNow like HR Case Management, test Management as a Developer and Administrator. Created HR cases for employees to record the processing of HR requests, such as a request from an employee for a leave of absence. Created, developed, and implemented HR cases for automated HR processes, such as employee on boarding and off boarding. Generated JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions. Adaptive to team environment and has the capability of completing complex tasks independently. Capable of learning quickly and delivering solutions as an individual and as part of a team. Self-motivated Team player with excellent interpersonal and communication skills. Strong communication skills, with the ability to convey concepts/requirements between technical and non-technical stakeholders. EDUCATION Masters in Computer Science Cumberland University, 2015 - 2016 Bachelor in Electronics and Communication Engineering 2009 2013 CERTIFICATIONS Certified System Administrator (CSA) TECHNICAL SKILLS ServiceNow Geneva/Helsinki/Istanbul/Jakarta/Kingston/London/Madrid/New York, Orlando, Paris, Quebec, Rome, San Diego, Tokyo, Utah, Vancouver. ITOM (Discovery, Service Mapping), ITAM, ITSM (Incident, Change Request, Service Request, Knowledge Base) ServiceNow Scripting Glide Scripting (JavaScript), Server-side Scripting, Business Rules, Script Includes, Scheduled Jobs Client-side Scripting: Client Scripts, UI Policies, UI Actions, Catalog Client Scripts APIs & Integrations REST & SOAP API Integrations Scripted REST APIs, Inbound & Outbound Integrations, Integration Hub (Spokes, Actions), MID Server Configuration & Troubleshooting Automation & Platform Tools Flow Designer, Workflow Editor, Integration Hub, Import Sets & Transform Maps, Background Scripts, Access Control Lists (ACLs), Update Sets & Application Scoping Data Management & CMDB CMDB Data Load & Reconciliation, CI Classes & Relationships, Discovery & Service Mapping (basic/advanced), Foundation Data Management, Transform Scripts & Data Normalization Languages SQL, PL/SQL, XML, Shell Scripting, JavaScript, VBScript, HTML, J2EE, C Software Methodologies SDLC, Agile, Scrum, Waterfall SOA Web services, WSDL, SOAP, and UDDI Database MYSQL, Oracle DB, SQL Server, Triggers Testing Tools HP ALM, Jira and Team Foundation Server. Operating System UNIX, LINUX, Windows XP/2000/98 EXPERIENCE Centene Corporation, Texas (REMOTE) ServiceNow Developer Nov 2021 Present RESPONSIBILITIES: Developed integration between Health and Safety module and HR Service Delivery, Facilities Service Management, and Asset Management using REST APIs and Flow Designer Created Performance Analytics dashboards tracking TRIR (Total Recordable Incident Rate), DART, LTIR, near-miss frequency, and safety leading indicators Acted as a liaison between HR business stakeholders and ServiceNow platform teams to translate HR process requirements into scalable HRSD solutions. Conducted requirement gathering sessions, workshops, and backlog grooming with HR teams to identify process improvements and automation opportunities. Built Service Catalog items, Record Producers, and UI Policies for streamlined safety reporting and employee self-service capabilities Design, develop, and configure ServiceNow ITSM and HRSD modules, including incident management, HR case Management, change management, problem management, Employee service center, and Employee onboarding. Created detailed user stories, functional specifications, and acceptance criteria for HRSD enhancements. Participated in UAT testing with HR users, ensuring solutions align with HR policies and compliance requirements. Provide ongoing support and maintenance for ServiceNow applications, troubleshooting issues and implementing necessary fixes or enhancements. Implemented role-based access controls (RBAC) and data segregation to ensure secure handling of sensitive HR data (PII). Ensured HRSD configurations comply with organizational data privacy and security policies. Configured HR COEs (Centers of Excellence), HR services, and case management workflows aligned with HR business functions. Supported ServiceNow HR Service Delivery (HRSD) instance consolidation activities, including configuration comparison, data validation, and post-merge testing to align HR processes with enterprise platform standards. Designed and maintained HR lifecycle events including onboarding, offboarding, and employee transitions. Maintained and enhanced HR Knowledge Base articles to improve self-service adoption and case deflection. Designed and deployed 15+ custom safety workflows including incident management, hazard observations, risk assessments, job safety analysis (JSA), and corrective/preventive action tracking (CAPA) Developed HRSD dashboards to track case volume, SLA compliance, resolution time, and HR KPIs. Acted as a point of contact for HR service owners, ensuring alignment between business needs and platform capabilities. Conducted training sessions and knowledge transfer for HR agents and super users. Performed instance analysis and functional gap assessment across multiple ServiceNow environments to identify differences in HR case types, workflows, SLAs, and forms. Stay updated with the latest ServiceNow releases and ITSM/HRSD specific features proactively identifying opportunities for process improvements and system optimization. Developed and customized CSM case workflows using Flow Designer, Business Rules, and Script Includes to automate case routing, escalation, and closure. Built custom UI Policies, UI Actions, and Client Scripts to enhance agent and customer experience on the CSM portal and Agent Workspace. Assisted in HRSD data conversion validation, ensuring accuracy of HR cases, employee profiles, lifecycle events, and historical records during migration activities. Integrated ServiceNow CSM with external systems (e.g., CRMs, ERPs, call centers) via REST and SOAP APIs, handling authentication, pagination, and error handling. Configured and extended CSM data model, including Account, Contact, Consumer, Case, Entitlement, and Product Models. Designed and implemented custom widgets on the Customer Service Portal to support personalized self-service and case submission workflows. Created Playbooks for CSM using the Process Automation Designer to guide agents through complex case resolution steps. Implemented email inbound actions and notifications for automated customer updates, acknowledgments, and SLA warnings. Developed scripted REST APIs and custom web services to expose CSM data for external consumption by support partners. Configured case type-specific templates and dynamic form layouts using form design rules and client scripting. Configured and enhanced Employee Center Pro (EC Pro) and HR Agent Workspace to support employee self-service, HR case submission, knowledge access, and lifecycle events. Implemented CSM Entitlements, SLAs, and Task SLAs, including SLA Conditions and custom breach handling scripts. Created dashboards and reports using Performance Analytics to measure key CSM metrics like CSAT, backlog, and average resolution time. Collaborate with other developers, administrators, and business analysts deliver integrated solutions that meet the needs of IT and HR department. Document technical specifications, user guide and standard operating procedures for ServiceNow applications and configurations. Provide technical guidance and mentorship to junior developers, promoting knowledge sharing and professional growth. Collaborate with cross functional teams to define and implement ITSM and HRSD best practices, ensuring alignment with industry standards and organizational goals. Conduct thorough testing of ServiceNow configurations and customizations to ensure high-quality deliverables. Technical Environment: ServiceNow, Java Script, workday integrations, web services, rest API s soap, ServiceNow HRSD, HR agent workspace, Now mobile, virtual agent, employee center, csm, Playbooks. GoDaddy, Austin ServiceNow Developer Oct 2019 Oct 2021 RESPONSIBILITIES: Worked on the CMDB suite and creation of application service, service components, business services and infrastructure mapping. Design, develop, and implement ServiceNow ITOM solutions, including Discovery,Service Mapping, Event Management, Cloud Management, and CMDB integrations Juniper Mist Service Graph Connector Integration ServiceNow ITOM/CMDB Enhancement. Imported many CI s using import sets and transform maps. Configure mid servers on local window servers for ServiceNow integrations. Created CI relationships and suggested CI relationships. Created transform maps both automatic field mapping and scripting. Collaborated with business stakeholders to gather requirements and implement ServiceNow solutions aligned with operational needs. Supported HR case management functionalities and contributed to workflow enhancements for HR-related processes. Has experience on CSM application, worked on Case management and defined Case types as per the business requirements. Designed and developed the case forms and workflows. Worked on integration between ITSM and CSM. Designed and implemented new functionality using UI Policies and Data Policy Worked on various ITSM modules of Service Now like Incident Management, Change Management, Problem management, Service catalog, User Administration. Worked on and implemented, facilities, time, email, core ITSM, and the service catalog modules. Worked on Automated Test Framework (ATF) which allows you to create and run automated tests. Configuration and customization Service Portal Web Pages, Widgets and Dashboards. Working on User Management including Users, Groups, Roles and Access Control Lists (ACL). Performing testing of all the functionalities post implementation. Moving changes from Dev to Test and from Test to Prod using update sets. Perform day to day administration activities such as providing access to users in ServiceNow, adding user to groups. Created various outbound Email Notifications using Email Templates. Assist clients address business needs through the application of the ServiceNow platform in support of ITIL best practices. Customized and created workflows for Change Management, Configuration Management, knowledge management and for service catalog items. Involved in change and release to production touch points, Incident and Problem Management processes. Integrated ITAM with ITSM processes (Incident, Change, Request) to improve asset visibility and compliance. Performed asset discovery and reconciliation using ServiceNow Discovery and normalized data in CMDB. Involved in MID Servers for granted access to the SNMP devices by the ACL. Implemented the specialized modules of ServiceNow like HR Case Management and test Management as a Developer and Administrator. Worked on collecting inventory details that are very useful to the service desk which includes information about an end-user s machine using ITAM. Technical Environment: ServiceNow, ITOM, ITAM Java Script, Web Services, SOAP, SQL, Integrations, Cloud services, ITIL, SCRUM, Angular JS, SQL, HTML, JASON USAA San Antonio, Tx Software Developer June 2017 TO SEP 2019 RESPONSIBILITIES: Involved in Big Room Planning and planned for the current program increment. Understanding Business Requirements through standup meetings and emails. Identifying the uncovered requirements through backlog grooming and suggesting those to business. Participated in agile ceremonies like backlog grooming, iteration planning, daily stand-ups, retrospectives. Build and develop applications using computer languages such as JavaScript, JSP, Angular JS, HTM, CSS, CICS, JC, SQL, DB2, IMS, PL/1, Eazy thieve, REXX, CPP Involved in preparation of design strategy documents for all the impacted methods and for new functionality. Update the day-to-day work via mails to client tech leads and sponsors. Involved in assigning project tasks to team members at offshore and get it done. Coordinate with other teams like Enterprise, Claims, Auto, CBT, infra team to know their timeline and plan the work accordingly. Communicate with offshore and get design, develop functionalities according to business stories. Handling releases at onsite Co-ordination with other testing teams in SIT/Performance testing Review the code changes with tech leads Cascade the project status on daily basis to the entire team Develop diagrams and flow charts for the functionality. Develop technical documentation to support application maintenance. Coordinate and support release to production. Technologies Used: java script, JSP, Angular JS, HTM, CSS, CICS, JCL SQL DB2, IMS, PL/1, Eazy trieve, REXX, CPP Adaequare info Pvt Ltd, (Hyderabad, India.) Production Support April-2013 to March 2015 RESPONSIBILITIES: Involved in ticket creation, ticket handling and change management ticket using servicenow. System Monitoring & Maintenance Monitored and ensured smooth operations of production environments, proactively identifying and resolving performance issues. Responded to incidents in real-time, conducted root cause analysis, and implemented long-term solutions to prevent recurrence. Deployed patches and updates to production systems, ensuring minimal downtime and disruption to end-users. Coordinated with development, QA, and other teams to troubleshoot and resolve technical issues. Continuously assessed and optimized system performance for reliability and scalability. User Supported by Providing technical support to end-users, addressing issues and providing timely solutions. Documented and Maintained detailed documentation on incidents, resolutions, and standard operating procedures for knowledge sharing Integrated Apple Pay and Google Pay into mobile and web applications using Payment Request API and respective SDKs, enabling seamless one-tap checkout experiences. Implemented tokenized payments using Apple Pay and Google Pay for secure, PCI-compliant transactions, reducing fraud risk by 40%. Collaborated with frontend and mobile teams to handle payment sheet rendering and callback handling, ensuring smooth user experience across iOS and Android platforms. Technologies Used: ServiceNow, HTML5, CSS3, Angular 4/6, React, Redux, Bootstrap, Es6, Typescript, JSON web token, SSO/SAML, Elastic search. Keywords: cprogramm continuous integration quality analyst user interface javascript database information technology hewlett packard procedural language Colorado Texas