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sai charan - Servicenow developer

[email protected]

Location: Alma, Michigan, USA

Relocation: Yes

Visa: H1B

Resume file: Sai ServiceNow_1775481417473.docx Please check the file(s) for viruses. Files are checked manually and then made available for download.

Saicharan G Senior ServiceNow Developer | Consultant & Administrator +1 (734) 228-7021 [email protected] Inkster, MI Professional Summary Certified Senior ServiceNow Lead Developer & Architect with over 10+ years of hands-on ServiceNow experience and 12 years in IT, I have delivered end-to-end enterprise solutions across industries including Healthcare, Retail, Education, Financial Services, Manufacturing, Logistics, Commercial, and E-commerce. My expertise spans ITSM, ITBM, ITOM, ITAM, HRSD, CSM, SPM, PPM, APM, EAM, FSM, GRC, and SecOps, with a strong focus on ITOM implementations such as Discovery, Service Mapping, Event Management, and Orchestration. I have led full ITSM deployments including Incident, Problem, Change, and Request Management. Skilled in IntegrationHub, MID Servers, REST/SOAP APIs, IRE, LDAP/AD, and custom ETL pipelines, I have delivered complex enterprise integrations and automated workflows to unify IT and business operations. My experience includes HAM, SAM, SAM Pro, and HAM Pro implementations, leveraging CMDB and CSDM with SCCM, JAMF, SQL, AWS, Azure, and VMware for asset lifecycle automation and governance. I have successfully designed and delivered SPM, PPM, and EAM solutions, enabling portfolio governance, demand, resource management, and execution alignment. Integrating Security Incident Response SIR and Vulnerability Response VR aligned with NIST, ISO 27001, and TPRM frameworks. On the HR side, I have integrated HRSD with Workday, SuccessFactors, and Oracle HCM, streamlining employee lifecycle and case management automation. With a dual background in development and architecture, I have built custom applications and intuitive interfaces using JavaScript, AngularJS, ReactJS, jQuery, JellyScript, Now Assist, and Service Portal, UI Builder, as well as robust backend solutions in Java, and Scoped App Frameworks. Across both Agile and Waterfall environments, I bring a blend of technical depth, enterprise architecture, and team leadership to drive secure, scalable, and automation-driven ServiceNow ecosystems. Professional Experience Salt-Tech - Delaware (Remote) Senior ServiceNow Developer Consultant Aug 2022 to Present Led end-to-end ITSM implementation for Incident, Problem, Change, and Request modules, aligning automation with ITIL v4 standards and platform governance. Implemented and configured ServiceNow Integrated Risk Management (IRM) modules including Policy and Compliance Management, Risk Management, Audit Management, and Vendor Risk Management. Designed and implemented SOA components using modular web services in ServiceNow, enabling loose coupling and reusability across ITSM and HRSD processes. Implemented ITSM Pro features like Predictive Intelligence, Virtual Agent, and Agent Workspace to automate incident triage, improve agent efficiency, and reduce MTTR. Designed and configured HRSD case management solutions with custom HR Services, HR Templates, and Lifecycle Events to automate employee onboarding, transfers, and offboarding. Implemented HRSD workflows using Flow Designer to coordinate multi-departmental tasks, SLA tracking, and compliance approvals for HR processes. Integrated HR solutions with Workday and Active Directory via REST and SOAP APIs to maintain accurate employee data and automate provisioning requests. Implemented ITAM lifecycle workflows across HAM Pro and SAM Pro to manage procurement, assignment, reclamation, and decommissioning of assets. Have hands on Experience on Integrating ServiceNow with third party tools and Domain separations for the external users to raise incidents in SNOW. Built scoped applications in ServiceNow to encapsulate business-specific HR workflows, avoiding global namespace conflicts and maintaining modular code. Integrated scoped applications with external HR systems through secure API endpoints and MID Server orchestration. Implemented HAM Pro lifecycle automation by integrating ServiceNow ITAM with SCCM and JAMF to track provisioning, transfers, and decommission of physical assets. Integrated SAM Pro with Flexera and Tanium to synchronize license usage data into ITAM, enabling real-time compliance checks and cost optimization. Customized SAM Pro reclamation policies with normalized publisher data and entitlements, integrated with procurement tools to enforce ITAM governance. Designed HAM Pro dashboards in ITAM using Performance Analytics to monitor asset inventory aging, warranty expirations, and lease management KPIs. Extended SAM Pro capabilities in ITAM by configuring software models, licenses, and contracts with integration points to SaaS platforms and Flexera One. Configured Discovery schedules, patterns, and probes to enable ITOM Discovery across Windows, Linux, and AWS environments with CI class mapping. Created CMDB Relationship Rules and Identification, Reconciliation logic for normalized CI ingestion via ITOM Service Graph Connectors. Led the integration of ServiceNow ITSM Change Requests with Jenkins using REST APIs for automated deployment tracking and CI/CD pipeline updates. Built custom Notifications and Subscription-based alerts for ITSM Problem Management, integrating with Microsoft Teams and Slack via Webhooks. Created advanced Discovery credentials and MID Server configurations for secure access and data collection under ITOM Discovery. Developed Service Catalog Client Scripts in JavaScript to implement dynamic field population, form validation, and conditional visibility within complex HRSD and ITSM request forms. Created reusable Script Includes in JavaScript to centralize business logic for integrations with Okta, Azure AD, and third-party APIs, improving maintainability and performance. Configured ITOM Discovery schedules and MID Servers to identify assets across AWS, Azure, and on-prem environments, enriching the CMDB in real time. Implemented AIOps in ITOM using Predictive Intelligence and anomaly detection to reduce false positives and enhance root cause identification. Implemented CSDM 4.0 framework aligning CMDB data models with out-of-the-box ServiceNow best practices, ensuring consistent mapping of technical and business services. Design and implemented robust ATF test suites to automate validation of EWF functionalities, integrations, and custom modules across ITSM, ITOM, and CSM. Implemented SSO using SAML 2.0 with Okta and Azure AD, enabling secure access across multiple web applications. Participating in meeting with SME's and Project Managers to analyze the requirements and developing the workflow design of request items using Agile Methodologies. Developed and managed CI/CD pipelines in Azure DevOps to automate build, test, and deployment processes. Built PowerShell and JavaScript scripts to automate tasks and support custom workflows. Customized ServiceNow workflows, client scripts, and business rules using JavaScript and Glide APIs. Cedars Sinai Medical Center India (Remote) ServiceNow Consultant & Developer Dec 2019 to Nov 2021 Configured ITSM Change Management using Change Models, CAB workflows, and risk assessment rules to standardize and automate approval processes. Integrated Knowledge Management into the ITSM lifecycle by linking articles to incidents and requests, improving first-call resolution and deflection rates. Implemented ITOM Discovery to identify infrastructure CIs across hybrid environments, using MID Servers, credentials, and classification rules. Built JavaScript-based Business Rules to automate HRSD case routing, update CI relationships, and trigger approval workflows based on role and department. Wrote GlideAjax scripts in JavaScript to fetch data asynchronously from server-side Script Includes, improving Service Catalog form responsiveness. Integrated HAM processes with CMDB and Discovery to auto-update CI status and location based on asset stockroom transactions and deployment tasks. Configured Event Management in ITOM by integrating monitoring tools like SolarWinds and Splunk to generate actionable alerts and reduce noise. Developed and maintained Service Mapping in ITOM to visualize application dependencies and ensure accurate CI relationships in the CMDB. Developed end-to-end ITBM solution for Demand, Project, and Resource Management, aligning hospital initiatives with strategic goals. Built and customized CSM Customer Portals with guided navigation and self-service options, improving patient access to case status and knowledge content. Integrated healthcare systems with ServiceNow CSM using REST APIs to sync patient records and enhance end-to-end visibility across care support cases. Built Employee Self-Service (ESS) portals integrated with Service Catalog, leveraging custom scripts and REST APIs for real-time data transactions. Optimized Service Portal performance by refactoring widget logic, reducing API payloads, and applying asynchronous data loading techniques. Developed and configured IntegrationHub spokes to automate data exchange between ServiceNow and EHR/EMR systems such as Epic and Cerner via REST APIs. Built custom REST and SOAP integrations for patient record synchronization, appointment scheduling, and lab result updates across healthcare platforms. Configured and maintained CMDB to ensure accurate tracking of infrastructure, applications, and business services using Discovery and manual imports. Integrated Asset Management with CMDB to maintain lifecycle data, automate asset discovery, and link hardware/software assets to their respective CIs. Automated CMDB data quality checks using scripts and reconciliation rules, ensuring compliance with normalization, de-duplication, and completeness criteria. Utilized Scripted REST APIs and Flow Designer to enable bi-directional communication with external systems, ensuring secure and reliable data transmission. Managed OAuth 2.0 and basic auth configurations for API authentication, maintaining compliance with healthcare security and data privacy standards. Implemented error handling, logging, and retry logic in integration workflows to ensure transaction integrity and traceability across EHR/EMR endpoints. Wells Fargo - India (Remote) Lead ServiceNow Developer & Integration Jul 2016 to Nov 2019 Led the end-to-end implementation of ServiceNow ITSM modules including Incident, Problem, Change, and Request Management, aligning with ITIL v3 standards and enterprise service delivery models. Developed custom workflows using Flow Designer and Business Rules to optimize ITSM ticket handling, enabling dynamic routing, escalation, and auto-assignment based on CI relationships and SLA policies. Integrated ITSM with infrastructure monitoring tools like BMC TrueSight and SCOM, automating incident creation and CI mapping to CMDB for proactive alert triage and impact assessment. Configured multi-level SLAs and OLA/KPI tracking for ITSM processes, visualized through Performance Analytics dashboards to ensure service compliance and audit readiness. Developed JavaScript-based UI Actions to trigger complex workflows, update related records, and launch Service Portal widgets from record forms. Created Scheduled Jobs in JavaScript to perform nightly data cleanups, SLA recalculations, and CI reconciliation across ITSM modules. Designed custom Service Portal widgets using AngularJS and JavaScript to deliver interactive dashboards and real-time incident tracking features. Designed and built Service Catalog items with advanced variable sets, approval flows, and fulfillment tasks, automating provisioning workflows across HR, IT, and Facilities. Implemented Catalog UI Policies, Catalog Client Scripts, and dynamic variable referencing to enhance usability and reduce errors during request submission and fulfillment. Integrated ServiceNow with LDAP and SSO (SAML 2.0) for enterprise-wide authentication, enabling automated user onboarding, group membership, and role-based access controls. Developed REST/SOAP integrations using MID Servers and Scripted APIs to sync real-time employee and asset data between ServiceNow, Workday, BMC Remedy, and other third-party platforms. Implemented ServiceNow HRSD modules including HR Case, HR Knowledge, and HR Catalog, designing lifecycle events and role-based COEs to streamline onboarding, payroll, and employee inquiries. Developed scoped onboarding workflows in HRSD using Flow Designer, orchestrating Day 1 readiness tasks across IT, Security, and Facilities with HR triggers from Workday integration. Customized the HR Knowledge Base using user criteria and ACLs to enforce secure access to policy documentation based on employee role, department, and location. Led enterprise CMDB design and class modeling efforts, aligning CI taxonomy with CSDM standards and integrating CI health scoring for incident and change traceability. Built scripted Transform Maps and reconciliation logic for SCCM and BMC Asset Center data ingestion, ensuring accurate population and deduplication of Configuration Items in CMDB. Configured CMDB Dependency Views and Service Mapping to model service-to-infrastructure relationships, enabling real-time impact analysis and change planning. Developed comprehensive analytics dashboards combining metrics from ITSM, HRSD, and CMDB using Performance Analytics to track SLA compliance, backlog aging, and business risk exposure. Tech Mahindra | Hyderabad, India | (Remote) ServiceNow Developer & Administrator Dec 2013 to Jun 2016 Implemented core ITSM modules including Incident, Problem, and Change Management using Workflow Editor, SLA policies, and notification rules. Developed scalable Service Catalog workflows and request items tied to ITSM processes and CMDB relationships, enhancing end-user service delivery. Led the end-to-end upgrade from Calgary to Dublin, including skipped update remediation and Discovery integration validation. Implemented Discovery to automate CMDB population, increasing accuracy and visibility of infrastructure for change and compliance management. Configured advanced SLA definitions and email notifications across ITSM modules to improve compliance tracking and task awareness. Integrated LDAP to automate user provisioning, role assignments, and group synchronization for access management across ITSM and GRC modules. Maintained CMDB structure, CI relationships, and data quality using imports and mapping rules. Developed backend logic using Script Includes and Business Rules to support workflows and automate data handling across ITSM and GRC modules. Led end-to-end ServiceNow delivery, including ITIL process design, dev planning, vendor coordination, and cross-team collaboration. Integrated SCCM with ServiceNow to import asset data into the CMDB, supporting both operational and GRC reporting needs. Led CMDB data quality initiatives by aligning Discovery, transform maps, and normalization rules to reduce redundancy and improve relationship accuracy. Integrated Active Directory and email systems to enable secure authentication and support auto-routing in ITSM workflows. Configured Service Catalog Items using JavaScript, SOAP, Web Services, CSS, and HTML to create customized user interfaces and workflows. Set up email notifications and scripts to trigger alerts for SLAs, approvals, and assignments. Built custom Service Portal widgets using AngularJS and Glide APIs for customer use. Technical Skills Core Modules & Solutions: ITSM (IT Service Management): Incident Management, Problem Management, Change Management, Service Catalog, Knowledge Management, Service Level Agreements (SLA). ITOM (IT Operations Management): Discovery, Service Mapping, Event Management, Orchestration, Configuration Management Database (CMDB), Cloud Management. HRSD (Human Resources Service Delivery): Employee Center Pro, HR Case Management, Lifecycle Events CSM (Customer Service Management): Case Management, Customer Portal, Agent Workspace. ITBM (IT Business Management): Project Portfolio Management (PPM), Strategic Portfolio Management (SPM), Application Portfolio Management (APM), Demand Management, Resource Management, Project Management. ITAM (IT Asset Management): Hardware Asset Management (HAM), Software Asset Management (SAM), Hardware Asset Management Professional (HAM Pro), Software Asset Management Professional (SAM Pro), Procurement. GRC (Governance, Risk, and Compliance): Risk Management, Compliance Management, Integrated Risk Management (IRM), Third-Party Risk Management (TPRM), Security Operations (SecOps). CMDB (Configuration Management Database): Configuration Item (CI) Class Management, CI Relationship Mapping, Data Certification, CI Lifecycle Management, CMDB Health Dashboard, Duplicate CI Resolution, Data Reconciliation, Common Service Data Model (CSDM) Alignment, Discovery & Service Mapping Integration, Audit & Compliance for CMDB. Development & Scripting: JavaScript, GlideScript, AngularJS, ReactJS, jQuery, JellyScript, HTML, CSS, XML, AJAX, JSON, Glide APIs. Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions, UI Macros, Portal Widgets, Flow Designer, Workflow Editor, Python, PowerShell. Integration & Automation: REST/SOAP APIs, JDBC, LDAP, SSO (SAML/OAuth 2.0), SCCM, MID Server. Integration Hub, Transform Maps, Import Sets, SAP SuccessFactors, Workday Integration, SAP Integration, HCM Integration, Salesforce, Oracle HCM. Databases & Programming: SQL, My SQL, PostgreSQL, Oracle, Microsoft SQL Server, Python, C, C++, Java, J2EE, PL/SQL, COBOL. Tools & Technologies: ServiceNow Studio, VS Code, Git, ITIL, ATF, Jenkins, JIRA, Agile, Scrum, Waterfall, SAFe. SDLC (Software Development Life Cycle), DevOps, CI/CD, Performance Analytics, Predictive Intelligence, Tableau, Power BI, Splunk. ServiceNow Versions: Calgary, Eureka, Fuji, Geneva, Helsinki, Istanbul, Jakarta, Kingston, London, Madrid, New York, Paris, Quebec, Rome, San Diego, Tokyo, Utah, Vancouver, Washington, Xanadu. Certification & Education ServiceNow Certified System Administrator (CSA) ServiceNow Certified Application Development (CAD) ServiceNow Certified Implementation Specialist (CIS) - Discovery ITIL V3 Certification ITIL V4 Certification Keywords: cprogramm cplusplus continuous integration continuous deployment user interface business intelligence active directory information technology procedural language Delaware Michigan