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Thrinesh reddy - ServiceNow developer

[email protected]

Location: Houston, Texas, USA

Relocation:

Visa: H1B

Resume file: Thrinesh giddanagari_Service now_1787836949305.docx Please check the file(s) for viruses. Files are checked manually and then made available for download.

SUMMARY: Overall 10+ years of expertise as a ServiceNow Developer/Admin across ITSM, ITOM, ITAM, HRSD, and GRC/IRM modules, delivering scalable enterprise solutions. Proven ability to implement automation, integrations, ITIL-aligned processes, platform upgrades, performance tuning, and administration practices that enhance service efficiency, reduce incidents, and improve overall platform health. Results-driven ServiceNow Developer with extensive experience in ITSM, ITOM, ITAM, HRSD, and GRC/IRM, specializing in automation, integrations, and platform optimization. Demonstrated success in improving service delivery, reducing incident volumes, and ensuring compliance through scalable, enterprise-grade ServiceNow solutions. Demonstrated expertise in ITSM workflows, SLAs, and automation, reducing resolution times and enhancing user satisfaction. Strong experience in ITIL-aligned service management practices, ensuring process standardization and compliance. Hands-on experience in ServiceNow ITSM configurations and customizations, delivering scalable enterprise solutions. Proven ability to collaborate with stakeholders and drive continuous IT service improvement initiatives. Containerized .NET and ServiceNow integration services using Docker for consistent deployments across environments. Designed and implemented scalable ServiceNow platform solutions using JavaScript, Glide APIs, REST/SOAP integrations, and Flow Designer. Extensive experience in ITOM modules including Discovery, Event Management, and Service Mapping, improving infrastructure visibility. Strong expertise in AIOps and monitoring integrations, enabling proactive incident detection. Provided production support and continuous improvement for LSD, including incident resolution, root-cause analysis, performance optimization, enhancements, and release management. Proven ability to design service maps and CMDB relationships, enhancing impact analysis. Hands-on experience in Event correlation and alert management, reducing noise and improving response time. Strong experience in ITAM including SAM and HAM, managing asset lifecycle and compliance. Expertise in software license tracking and optimization, reducing costs and audit risks. Proven ability to manage asset procurement, inventory, and retirement processes. Hands-on experience in integration with procurement and finance systems. Proficient in all phases of Software Development Life Cycle (SDLC), such as Requirement Analysis, Design, Code Construction and Test. Troubleshot UI, workflow, scripting, and integration issues using ServiceNow debugging tools, logs, and system diagnostics. Built RESTful Web APIs using ASP.NET Core and integrated them with ServiceNow applications. Experience in configuring and customizing ServiceNow platform capabilities including Business Rules, Script Includes, Client Scripts, UI Policies, UI Actions, Data Policies, Service Catalog, Flow Designer, GlideAjax, GlideRecord, and Service Portal components. Implemented and configured ServiceNow ITOM modules including Discovery, Service Mapping, Event Management, and CMDB to improve IT infrastructure visibility. Analyzed and documented business processes, workflows, and operational requirements to identify opportunities for automation and process improvement within ServiceNow. Applied AI/ML concepts to improve ticket categorization, routing, summarization, and knowledge discovery. Experience in configuration management database (CMDB), System Center Configuration Manager. Experience in LDAP Configuration, Connection Management, MID Server administration, and secure on-premises connectivity. Strong skill set in the ServiceNow suite including SOAP/REST integrations, Web Services, Discovery, Workflow, Flow Designer, Service Portal, and SSO (Single Sign-On). Extensive experience in HRSD including Case Management, Lifecycle Events, and Employee Service Center. Strong expertise in HR workflows and automation, improving employee experience. Hands-on experience integrating HR systems like Workday, SAP, and Oracle HCM. Proven ability to manage sensitive HR data with role-based access and security controls. Highly accomplished and focused consultant with broad experience in providing solutions over ServiceNow Architecture and familiar with Other ITSM applications. Strong experience in GRC/IRM including Risk Management, Policy & Compliance, and Audit Management. Proven ability to automate risk assessments and control testing processes. Expertise in designing risk frameworks and compliance workflows, ensuring regulatory adherence. Hands-on experience integrating GRC with ITSM for incident-risk correlation. Experience in development using Agile - SCRUM and Waterfall project management methodologies. EDUCATION: B.Sc. (Computer Science), 2010 to 2013, India. CERTIFICATIONS: Certified System Administrator (CSA) Certified Computer-Aided Design (CAD) TECHNICAL SKILLS: ServiceNow Module Description and Keywords IT Service Management (ITSM) Manages incidents, problems, changes, and service requests. Keywords: Incident Management, Problem Management, Change Management, Service Request Management. Human Resources Service Delivery (HRSD) Streamlines HR processes such as on boarding, off boarding, and HR case management. Keywords: On boarding, Off boarding, HR Case Management. Configuration Management Database (CMDB) Maintains a comprehensive repository of IT assets and their relationships. Keywords: IT Asset Management, Dependency Mapping, Configuration Items. Governance, Risk, and Compliance (GRC) Ensures compliance with regulations and manages enterprise risks. Keywords: Regulatory Compliance, Risk Management, Controls. Integrations Connects ServiceNow with third-party systems and applications. Keywords: RESTful APIs, Web Services, Middleware, Data Exchange. IT Operations Management (ITOM) Optimizes IT infrastructure performance and availability. Keywords: Automation, Monitoring, Infrastructure Management. PROFESSIONAL EXPERIENCE SR. ServiceNow Developer Cardinal Health, Houston, TX Jun 2025 to Present Responsibilities: Configured and customized Incident, Problem, Change, and Request Management modules to align with ITIL best practices. Developed workflows, Business Rules, Client Scripts, and UI Policies to automate ITSM processes and improve efficiency. Administered enterprise ServiceNow platform including instance configuration, security, platform maintenance, and production support.Configured and customized ServiceNow Integrated Risk Management (IRM) and Third-Party Risk Management (TPRM) applications to automate enterprise risk assessment and vendor risk management processes. Developed responsive ServiceNow user experiences using UI Builder, ServiceNow Portal, HTML, CSS, JavaScript, and client-side scripting. Developed end-to-end vendor onboarding workflows using Flow Designer, Business Rules, Script Includes, and Service Catalog, improving the efficiency of third-party onboarding. Implemented vendor risk lifecycle processes, including vendor intake, risk assessments, approvals, issue tracking, remediation, and periodic review workflows. Configured Inherent Risk and Residual Risk assessment methodologies, automated risk scoring, and approval workflows based on organizational risk policies. Built reusable Script Includes, custom applications, scoped applications, and platform components to improve maintainability and reduce development effort. Designed and implemented ServiceNow workflows, approvals, notifications, and business rules aligned with defined business processes. Designed scalable Legal Service Delivery solutions covering legal request intake, case assignment, approvals, task management, SLA tracking, and closure processes. Integrated ServiceNow ITOM with cloud platforms including AWS, Azure, and VMware for automated infrastructure discovery and service visibility. Built and maintained Risk Registers, Risk Statements, Risk Response Tasks, and Issue Management workflows to support enterprise governance and compliance initiatives. Performed ServiceNow family upgrades, patch validation, clone activities, update set management, and post-upgrade remediation. Developed ServiceNow solutions integrated with .NET Core REST APIs to automate enterprise business processes. Leveraged ServiceNow Now Assist / AI capabilities to improve ITSM workflows and accelerate incident and request resolution. Optimized platform performance by tuning Business Rules, GlideRecord queries, Client Scripts, Script Includes, and database operations to improve response times. Managed MID Server installation, upgrades, certificate renewals, troubleshooting, and secure connectivity with on-premises systems. Created and maintained Docker files and Docker Compose configurations for multi-container applications. Diagnosed and resolved complex platform issues using system logs, Debug Business Rules, JavaScript debugging, transaction logs, and Performance Analytics. Monitored instance health, resolved production issues, and implemented best practices for scalable ServiceNow development and administration. Assisted with UAT by developing test scenarios based on business processes and validating that configured solutions met functional requirements. Designed and enhanced IRM/TPRM dashboards and reports to provide visibility into vendor risk posture, open issues, remediation status, and overall compliance metrics. Integrated ITOM with ITSM modules to automatically generate Incidents from infrastructure alerts and monitoring events. Developed and maintained integrations between ServiceNow LSD and enterprise systems using REST/SOAP web services and IntegrationHub. Implemented and managed SLA definitions and escalations, ensuring timely issue resolution and compliance. Designed and deployed Service Catalog items and record producers, streamlining user request fulfillment. Implemented ServiceNow Discovery to identify and manage Configuration Items (CIs) across environments. Configured Event Management and alert correlation rules, reducing false positives and noise. Developed and customized ServiceNow Service Portal using AngularJS, HTML5, CSS3, JavaScript, and Bootstrap to deliver responsive self-service applications. Designed and implemented custom Service Portal widgets, pages, containers, rows, and instances based on business requirements. Customized OOB (Out-of-the-Box) widgets and developed reusable custom widgets using AngularJS controllers and server scripts. Created interactive forms, record producers, and catalog item interfaces within the Service Portal for improved user experience. Configured approval workflows, notifications, task creation, SLA-driven automation, subflows, and custom actions using Flow Designer. Integrated Flow Designer with REST APIs, Integration Hub spokes, Microsoft Teams, Jira, Workday, and external enterprise systems. Designed and maintained Service Mapping for business services, improving dependency visibility. Integrated monitoring tools like SolarWinds/Nagios using REST, SNMP, and MID Server while supporting secure connectivity to on-premises systems. Implemented Hardware and Software Asset Management processes, ensuring lifecycle tracking. Managed software license compliance and audits, reducing financial risks. Configured asset models, stockrooms, and workflows for asset procurement and tracking. Integrated ITAM with external vendors and systems using REST APIs and Integration Hub. Configured HR Case Management, Lifecycle Events, and Employee Service Center (ESC) modules. Developed HR workflows using Flow Designer, Business Rules, and Script Includes. Built integrations with HR systems using REST/SOAP APIs and Integration Hub. Implemented role-based access controls ensuring data privacy and security compliance. Extensively involved in requirement analysis, design, implementations, upgrades, enhancements and customizations of different modules of ITSM suite. Manage and coordinate activities during the overall ticket of lifecycle in Incident and Problem management. Responsible for scripting changes including Business Rules, Script Includes, Client Scripts, UI Policies, UI Actions, GlideAjax, GlideRecord, and JavaScript debugging. Involved in the ServiceNow Discovery and maintenance. Implemented Risk Management and Policy & Compliance modules in ServiceNow GRC/IRM. Configured risk scoring, control testing, and issue management workflows. Automated compliance processes using Flow Designer and Business Rules. Integrated GRC with ITSM for incident-driven risk identification and mitigation. ServiceNow Developer/Admin SANVAN SOFTWARE, Ind May 2023-Apr 2025 Responsibilities: Integrated ITSM with external systems using REST/SOAP APIs, enabling seamless data exchange. Enhanced reporting using Performance Analytics dashboards, improving operational visibility. Developed automation workflows for incident creation and remediation using Flow Designer. Improved CMDB data quality through reconciliation and normalization processes. Implemented end-to-end IT Asset Management (ITAM) processes covering procurement, deployment, maintenance, and retirement of hardware and software assets. Configured and managed Software Asset Management (SAM Pro) to track license usage, entitlement, and compliance. Developed dynamic forms using Client Scripts, UI Policies, Data Policies, Catalog Client Scripts, and Catalog UI Policies. Collaborated with infrastructure, network, cloud, and application teams to onboard new services into ServiceNow ITOM. Integrated Generative AI and LLM capabilities with ServiceNow workflows to automate ticket summarization, classification, knowledge retrieval, and agent assistance. Developed GlideAjax calls to enable asynchronous client-server communication, reducing form load time and improving user experience. Collaborated with cross-functional Agile teams to design, develop, test, and deploy ServiceNow applications and .NET microservices. Created custom Script Includes extending AbstractAjaxProcessor to securely fetch server-side data using GlideAjax. Integrated Service Portal widgets with REST APIs, Script Includes, and GlideAjax for real-time data retrieval and updates. Implemented client-side validation, asynchronous server calls, and dynamic content rendering using AngularJS. Configured and customized HR Service Delivery (HRSD) modules including HR Case Management, Lifecycle Events, and Employee Service Center (ESC). Designed and developed automated workflows using Flow Designer to streamline Incident, Change, Request, HRSD, and Asset Management processes. Built reusable Subflows and Custom Actions to standardize automation across multiple business applications. Creating and configuring relevant ACL s and effective role assignment, to ensure system security. Defining controls based on policies and their associated risks with the help of ServiceNow GRC. Worked on end-to-end implementation of CMDB and Asset management. Customized HR processes as per the user requirements. Performing data migration to import data from other applications and external databases. Developed HR workflows using Flow Designer, Business Rules, and Script Includes to automate case routing and approvals. Worked on the internal portal for accessing all the business services by using Service Now Content Management Application Implemented role-based access control (RBAC), ACLs, and security best practices for ITOM applications and CMDB data. Integration of ServiceNow with JIRA, Workday, SSO integration. Involved in creating and configuring the SLAs as per the requirement. Designed User Interface for Catalog Design and worked Catalog Designer Worked on Service portal to create customized widgets, pages, Iframe and OOB widgets Implemented ServiceNow GRC/IRM modules including Risk Management, Policy & Compliance, and Audit Management. Configured risk assessment methodologies, scoring models, and control testing workflows. ServiceNow Developer E&Y GDS LLP-India Jul 2022 -Apr 2023 Responsibilities: Conducted root cause analysis and implemented Problem Management solutions, reducing recurring incidents. Collaborated with cross-functional teams to gather requirements and deliver scalable ITSM solutions. Built dashboards to monitor infrastructure health and service performance metrics. Collaborated with DevOps teams to implement AIOps and predictive analytics solutions. Designed and maintained asset models, stockrooms, and workflows for hardware asset tracking and inventory management. Integrated ITAM with procurement and vendor systems using REST APIs and Integration Hub. Built integrations with HR systems such as Workday, SAP SuccessFactors, and Oracle HCM using REST/SOAP APIs. Developed server-side business logic using GlideRecord for CRUD operations across Incident, Change, Problem, CMDB, HRSD, and ITAM tables. Optimized GlideRecord queries using indexed fields, encoded queries, and query conditions to improve platform performance. Participated in ITOM implementation projects following Agile/Scrum methodologies, delivering scalable and automated infrastructure management solutions. Involved in working with process owners to develop workflows, implementing the workflows Inservice Applications and administer the tools and enhanced requests by javascript. Created Knowledge article, HR case records in HR service management modules Developed custom applications. Supported enterprise-scale ITOM deployments with thousands of servers, applications, and network devices while maintaining optimal platform performance. Experienced in the analysis, development and automation of Service Request and Configuration. Designed and implemented HR Service Catalog items and record producers for employee requests. Developed and automated compliance workflows using Flow Designer, Business Rules, and Script Includes. Integrated GRC with ITSM to enable incident-driven risk identification and remediation tracking. ServiceNow Admin\Developer Parle Products Pvt Ltd-India Oct 2020 to Oct 2021 Responsibilities: Performed system upgrades, patching, clone support, maintenance, troubleshooting, and performance tuning to ensure platform stability and scalability. Supported end users and resolved production issues, improving overall service quality and user satisfaction. Troubleshot Discovery issues and optimized MID Server configurations, on-premises connectivity, credentials, and instance communication. Ensured alignment of ITOM processes with ITSM for end-to-end service management. Automated asset lifecycle workflows using Flow Designer, Business Rules, and Script Includes. Performed reconciliation between CMDB and asset records to maintain data accuracy and eliminate duplicates. Worked on HR service management module Task Management to create and edit tasks associated with HR cases. Development of Service catalog which includes creating new catalog items, designing workflows and execution plans. Worked on CMS module and built dynamic content pages. Performs core configuration tasks including system policies, business rules and client scripts Configured role-based access controls (ACLs) to ensure secure handling of sensitive employee data. Customized UI Policies, Client Scripts, and forms to enhance HR user interface and usability. Designed dashboards and reports for real-time risk and compliance monitoring using Performance Analytics. Managed policy lifecycle including creation, review, approval, and attestation processes. ServiceNow Developer Swiggy / Bundle Technologies-India Apr 2018 to Sep 2020 Responsibilities: Developed and customized ServiceNow applications using Business Rules, Client Scripts, UI Policies, Script Includes, and Catalog Items. Supported CMDB data management activities, including CI creation, CI lifecycle management, and relationship maintenance. Assisted in CI mapping and application dependency analysis to improve CMDB data accuracy and service visibility. Worked with infrastructure and application teams to identify Server-to-Application relationships and maintain accurate CI associations within CMDB. Participated in ServiceNow Discovery activities, including credential validation, MID Server support, and troubleshooting discovery issues. Supported application relationship mapping and dependency identification for business-critical services. Collaborated with Product Managers, Service Delivery Managers (SDMs), and cross-functional teams to gather requirements and drive platform enhancements. Worked in Agile/DevOps delivery environments, participating in sprint planning, daily standups, code reviews, and release deployments. Coordinated with offshore teams during project handovers and production support activities. Developed and consumed REST APIs for integration between ServiceNow and external applications. Assisted in maintaining CMDB health by resolving duplicate CIs, incomplete records, and reconciliation issues. Participated in incident, change, and problem management process improvements aligned with ITSM best practices. Created technical documentation, knowledge articles, and operational runbooks to support project delivery and transition activities. Software Engineer Parle Products Pvt Ltd.-India Jun 2015 to Dec 2017 Responsibilities: Designed and developed scalable Java-based applications using core Java, Spring, and Spring Boot frameworks. Built and consumed RESTful APIs and web services, enabling seamless communication between systems. Developed backend components using Spring MVC, Hibernate/JPA, and microservices architecture. Designed and optimized relational databases (MySQL, Oracle, PostgreSQL) including schema design and query tuning. Managed build and deployment processes using Maven/Gradle and CI/CD tools like Jenkins. Developed and executed unit and integration tests using JUnit and Mockito. Keywords: continuous integration continuous deployment artificial intelligence machine learning user interface information technology South Carolina Texas