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Tejaswini Thota - ServiceNow Developer

[email protected]

Location: Cary, North Carolina, USA

Relocation: Yes

Visa: H4-EAD

Resume file: THOTA TEJASWINI _1774970288833.docx Please check the file(s) for viruses. Files are checked manually and then made available for download.

Name: Tejaswini Thota Email Address: [email protected] Phone Number: +1 (984) 332-9962 Visa Status: H4-EAD LinkedIn URL: www.linkedin.com/in/tejaswini8 SUMMARY ServiceNow professional with 5+ years of hands-on experience delivering enterprise-scale solutions across ITSM, ITOM, CMDB/CSDM, ITAM, and HRSD modules. Demonstrated expertise in designing scalable workflows, automations, and integrations aligned with ITIL and enterprise architecture standards. Experienced in ServiceNow License Management and entitlement governance, overseeing subscription tracking, usage optimization, and role-based access controls for internal enterprise users. Collaborated with architects, cybersecurity teams, and business stakeholders to ensure regulatory compliance and secure platform operations. Proactive systems administrator skilled in platform upgrades, integrations (ERP, HRIS, IAM), MID Server configurations, reporting dashboards, and workflow automation using Business Rules and Flow Designer. Provided Level 3 support, change governance, and performance analytics to maintain system stability and operational continuity. Proven experience implementing and optimizing ITSM and ITOM processes including Discovery, Service Mapping, Event Management, and end-to-end incident and change workflows. Strong ability to improve service reliability, operational visibility, and platform performance. Hands-on expertise in IT Asset Management (HAM & SAM Pro), managing full asset lifecycles, license compliance, and cost optimization initiatives. Successfully aligned asset data with CMDB, Discovery, and procurement processes. Strong experience implementing HR Service Delivery (HRSD) solutions including Employee Center, HR Case Management, lifecycle events, and secure role-based access. Enabled streamlined HR operations and improved employee self-service experiences. Supported ITSM upgrades while validating customizations for compatibility. Ensured platform stability across releases. Managed update sets and followed Agile delivery practices. Supported sprint-based development and controlled deployments. Implemented ServiceNow Discovery to identify servers, applications, and infrastructure components. Ensured accurate population of CMDB data. Installed and configured MID Servers for secure on-premise and cloud discovery. Enabled seamless data collection across environments. Designed Service Mapping patterns to build business service maps. Established clear relationships between services and infrastructure. Integrated monitoring tools with Event Management for real-time alert ingestion. Enabled centralized operational visibility. Designed CMDB data models aligned with the Common Service Data Model framework. Ensured consistency across services, applications, and infrastructure. Configured CI classes, attributes, and lifecycle states. Standardized configuration item management. Implemented Hardware Asset Management lifecycle from procurement to disposal. Ensured accurate tracking of physical assets. Configured Software Asset Management Pro for license compliance monitoring. Reduced compliance risk and audit exposure. Integrated asset data with Discovery and third-party inventory tools. Improved asset visibility and accuracy. Automated asset onboarding and normalization processes. Reduced manual data entry errors. Automated onboarding, offboarding, and employee transitions. Reduced manual HR workload. Built HR workflows using Flow Designer and approvals. Ensured consistent process execution. TECHNICAL SKILLS Programming Languages: Java, JavaScript Scripting & Web Technologies: Glide Scripting, JavaScript, AngularJS, HTML, CSS, jQuery, XML, AJAX Databases: ServiceNow CMDB, MySQL, Oracle 11g/12c ServiceNow Modules: ITSM, ITOM, CMDB/CSDM, ITAM, HRSD, Service Catalog ServiceNow Tools & Features: Flow Designer, IntegrationHub, Update Sets, Business Rules, Client Scripts, UI Policies, ACLs, Script Includes, Service Catalog Items, Record Producers, Scheduled Jobs, UI Builder, Employee Center Integrations: REST APIs, SOAP Web Services, MID Server, Workday, Active Directory, ERP Systems, HRIS Platforms, Monitoring Tools Software Methodologies: Agile (Scrum), Waterfall, ITIL v3/v4 EXPERIENCE ServiceNow Developer Cisco February 2026- present Responsibilities: Customized Service Catalog items using variables, UI Policies, and Client Scripts. Enhanced user experience and improved request data accuracy. Administered daily operations of the ServiceNow platform, managing users, groups, roles, scheduled jobs, instance configurations, and system properties while ensuring high availability and performance stability. Led ServiceNow License Management activities including subscription tracking, entitlement governance, usage monitoring, and audit readiness to ensure compliance with enterprise licensing agreements. Developed Business Rules and Script Includes to automate backend logic and enforce validations. Maintained upgrade-safe and reusable scripting standards. Configured alert correlation and noise reduction rules. Reduced false positives and alert fatigue. Linked events to incidents and impacted services automatically. Improved incident response efficiency and accuracy. Configured entitlement models and license reconciliation rules. Enabled accurate consumption tracking. Identified unused and underutilized software licenses. Supported cost optimization initiatives. Built dashboards for HR case volume and resolution metrics. Enabled operational insights. Configured document templates and digital forms. Improved HR documentation efficiency. Supported HR compliance and audit requirements. Enabled traceable case management. Reduced case resolution time through automation. Improved HR operational efficiency. ServiceNow Developer Nutanix August 2024- December 2025 Responsibilities: Implemented and governed role-based access control (RBAC), access governance frameworks, and entitlement reviews to maintain secure access provisioning aligned with cybersecurity standards. Provided Level 3 (L3) operational support for platform incidents, troubleshooting complex issues across ITSM, CMDB, HRSD, and ITOM modules in coordination with L1/L2 teams. Configured Major Incident Management workflows with automated communications and approvals. Enabled faster stakeholder visibility during critical outages. Worked with infrastructure teams to onboard new technologies. Expanded ITOM coverage across environments. Improved root cause analysis through service-aware event correlation. Reduced mean time to resolution. Configured identification and reconciliation rules to prevent duplicate CIs. Improved CI accuracy and trustworthiness. Built dashboards for asset compliance and usage analysis. Provided visibility to stakeholders. Linked assets with configuration items in CMDB. Improved operational context for incidents and changes. Supported HRSD upgrades and new feature adoption. Ensured platform readiness. Designed HR knowledge bases and self-service portals. Improved employee experience. Collaborated with HR stakeholders to refine service offerings. Delivered scalable HR solutions. ServiceNow Admin\Developer Cognizant June 2021-May 2024 Responsibilities: Implemented Knowledge Management with approval workflows and feedback mechanisms. Improved knowledge reuse and self-service resolution rates. Monitored platform health using system logs, node monitoring, performance dashboards, and scheduled job analysis to proactively identify and resolve performance bottlenecks. Configured and maintained core ServiceNow modules including ITSM (Incident, Change, Problem), HRSD, CMDB, and ITOM to meet evolving business requirements. Built dashboards and reports for incident trends, SLA compliance, and backlog analysis. Enabled data-driven operational decision-making. Ensured CSDM-aligned service and CI classification. Improved service ownership and accountability. Tuned Discovery and Event Management configurations post-upgrade. Maintained data consistency across platform releases. Managed CI ownership, support groups, and service associations. Improved operational accountability. Supported audit and compliance initiatives using CMDB traceability. Enabled evidence-based reporting. Managed vendor contracts and renewal tracking. Prevented unplanned license expirations. Configured asset audits and verification workflows. Improved asset accountability. Configured role-based access controls for sensitive HR data. Ensured data privacy and compliance. Customized HR portals using UI Builder. Delivered intuitive and branded interfaces. Implemented SLA tracking for HR services. Improved service delivery performance. ServiceNow Admin/Developer MSD, India August 2020-May 2021 Responsibilities: Configured notifications and event-based alerts for ticket lifecycle updates. Improved communication between support teams and requestors. Supported integration management with ERP, HRIS, and IAM systems using REST APIs, MID Servers, and IntegrationHub to ensure seamless data synchronization and secure connectivity. Developed and maintained Business Rules, UI Policies, Client Scripts, Script Includes, and Flow Designer automations to streamline operational workflows and reduce manual intervention. Applied role-based access controls and ACLs to secure sensitive ITSM data. Ensured compliance with internal security policies. Built operational dashboards for service health and infrastructure availability. Supported proactive operations monitoring. Maintained Discovery schedules, credentials, and probes. Ensured consistent and reliable discovery results. Implemented CI lifecycle management including decommissioning workflows. Reduced stale and unused configuration records. Validated Discovery and Service Mapping data against CMDB standards. Ensured alignment with architecture guidelines. Built reports for CI coverage and data gaps. Identified improvement opportunities. Supported financial reporting for depreciation and asset valuation. Enabled finance and procurement alignment. Applied role-based access controls to asset data. Ensured data security. Designed HR knowledge bases and self-service portals. Improved employee experience. Integrated HRSD with Workday and Active Directory. Maintained accurate employee data. EDUCATION: Bachelor of Technology in Computer Science & Engineering May 2016 - AUG 2020 Jawaharlal Nehru Technological University | Hyderabad, India Keywords: continuous integration user interface information technology