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Shireesha - Servicenow

[email protected]

Location: Porter, Texas, USA

Relocation: Yes

Visa: OPT

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Shireesha Reddy [email protected]/ 9102125971 SR. ServiceNow Developer SUMMARY PROFESSIONAL: Senior ServiceNow Developer with 9+ years of experience in designing, developing, implementing, and supporting enterprise ServiceNow solutions across ITSM, CMDB, Service Catalog, HRSD, Asset Management, Knowledge Management, and Virtual Agent (Chatbot). Strong functional and technical expertise in Incident, Problem, Change, Release, Configuration, Asset, and Knowledge Management, delivering medium to large-scale ServiceNow implementations. Extensive hands-on experience in ServiceNow Virtual Agent (Chatbot) design and development, automating incident creation, service requests, approvals, and HR workflows to improve self-service adoption and operational efficiency. Proven expertise in ServiceNow Integration Hub, Spokes, REST/SOAP APIs, MID Server, JDBC, OAuth 2.0, LDAP, SAML, and SSO authentication mechanisms, enabling secure enterprise system integrations. Strong experience in data transformation, mapping, normalization, and synchronization using Import Sets, Transform Maps, and Integration Hub ETL processes across complex enterprise environments. Highly skilled in JavaScript, Script Includes, Business Rules, Client Scripts, UI Policies, Flow Designer, ACLs, Workflows, and UI Builder, delivering scalable and upgrade-safe customizations. Extensive experience in CMDB design, Discovery, Service Mapping, and ITOM integrations, improving infrastructure visibility, asset tracking, and data accuracy. Proven ability to lead end-to-end SDLC activities, including requirements gathering, solution design, development, testing, deployment, production support, and platform upgrades. Strong experience working in Agile/Scrum environments, collaborating with business stakeholders, architects, and cross-functional teams to deliver high-quality solutions. Hands-on experience with Now Assist (GenAI) for case summarization, knowledge generation, and intelligent automation. Exposure to Agentic AI and AI-driven workflows within the ServiceNow ecosystem. Experience with Customer Service Management (CSM) including case management and workflow automation. Strong experience in Service Portal development including widgets, catalog UI, and AngularJS-based customizations. ServiceNow Certified System Administrator (CSA) and Certified Application Developer (CAD). TECHNICAL SKILLS: ITIL Tools ServiceNow expertise aligned with ITIL 4 practices, including Incident, Problem, Change Enablement, Request Management, Knowledge, Service Catalog, and Service Level Management. Experience designing and managing Business and Technical Service Catalogs across enterprise environments. Technologies ITSM, CMDB, HRSD, Service Catalog, Virtual Agent (Chatbot), Flow Designer, Integration Hub, Spokes, ITOM, Discovery Database Oracle 11g, MS-SQL, Server, MS-Access Integrations REST, SOAP, JDBC, LDAP, OAuth 2.0, SAML, SSO, MID Server, Web Services Tools SQL*Loader, MS Office, MS Visio WINSQL, WINSCP, Jenkins PROFESSIONAL EXPERIENCE: Client: Gap/ Remote Sep 2024 Till date Role: SR. ServiceNow Developer Responsibilities: Working on various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test. Led end-to-end ServiceNow development, customization, and integrations across ITSM, CMDB, HRSD, Service Catalog, ITOM, and custom scoped applications. Designed, developed, and deployed ServiceNow Virtual Agent (Chatbot) solutions for ITSM and HR workflows, automating incident creation, service requests, approvals, and HR inquiries. Built conversational workflows using Virtual Agent Designer, Flow Designer, and REST API integrations, improving self-service adoption and reducing service desk workload. Developed and maintained enterprise integrations using ServiceNow Integration Hub, custom spokes, REST/SOAP APIs, MID Server, JDBC, and OAuth 2.0 authentication. Implemented secure authentication mechanisms including SSO, SAML, LDAP, and OAuth for seamless enterprise system connectivity. Designed and implemented data transformation, mapping, and normalization using Import Sets, Transform Maps, and Integration Hub ETL processes. Implemented CMDB, Discovery, and Service Mapping integrations to enhance infrastructure visibility, asset tracking, and configuration accuracy. Developed scalable workflows using Flow Designer, Business Rules, Script Includes, Client Scripts, UI Policies, and ACLs to meet complex business requirements. Created Service Catalog items, Record Producers, Order Guides, and automated approval workflows using modern UI Builder portals. Implemented Now Assist (GenAI) capabilities to enable case summarization, knowledge article generation, and improved agent productivity. Worked on Customer Service Management (CSM) workflows including case handling, automation, and integrations with external systems. Led chatbot optimization initiatives, increasing self-service adoption by 45% and reducing service desk ticket volume by 35% Developed UI Builder portals and Employee Center enhancements using reusable components to improve user experience and self-service capabilities. Integrated ServiceNow with Jira, MS Teams, New Relic, Tanium, and Google Contact Center AI (CCAI) to enable real-time automation and chatbot capabilities. Implemented ITOM Event Management integrations to automate alert correlation and incident generation. Participated in Agile/Scrum ceremonies including sprint planning, backlog grooming, daily standups, sprint demos, and retrospectives. Performed peer code reviews, solution design validation, and upgrade-safe development practices to maintain platform stability. Created and maintained technical documentation, integration flow diagrams, deployment guides, and operational runbooks. Supported platform upgrades, instance migrations, testing, deployment, go-live support, and production stabilization. Environment: JavaScript, JSON, jQuery, Web Services, SOAP, XML, HTML, Iframes, UNIX, AJAX, Integrations, SCRUM Client: Optum India -Hyderabad Aug 2018- Nov 2022 Role: ServiceNow Developer Responsibilities: Analyzing and reporting data to teams and assisting them in making management decisions. Experience in documentation methodologies helps to improve the quality and development of business. Deployed Service Provider Team to Conduct Service Management Workshops to elicit HR Services Call Center. Worked on the setting up automation environment for CI/CD using GitHub, Jenkins, and Screwdriver. Implemented JDBC integrations to pull configuration and asset data from legacy systems, ensuring comprehensive CMDB coverage. Implemented the specialized modules of ServiceNow like HR Case Management, Service Watch, Timecard scheduling and test Management as a Developer and Administrator. Worked on End-to-End implementation of CMDB module using Discovery tool in ServiceNow. Configured IP Addresses to identify the undiscovered CI's and insert them into CMDB. Manages data with Tables, the CMDB, Import Sets, and Update Sets. Manages data with Tables, the CMDB, Import Sets, and Update Sets. Designed Orchestration Workflow for AD and Email Exchange. Continuous Integration and Continuous Deployment/Delivery. Complete end to end Installation of Jenkins CI/CD tool and appropriate plugins to support automation with push buttons for various environmental releases to Dev/QA/Perf/Stg/Prod. Worked with Record Producers, Order Guides, Workflows and Orchestration in Service Catalog Management. Here I specialize in IT Service Management (ITSM), IT Operations management (ITOM) and IT Business Management (ITBM) applications and provide forms-based workflow application development. Configured Service Catalogs for Service Requests, HR Requests and IT Services Request (i.e., password reset). Analyzing user requirements and current procedures for the Workflow process, address scheduling and system capabilities. Reviewed and split epics into user stories, ensuring logical sequencing and delivery alignment. Conducting user training, guidance, and instructions for Data retrieval from MySQL. Expertise in integrating ServiceNow using LDAP, MS Active Directory, ADFS, Single Sign-on (SSO). Configuring and implementing different Service Manager Modules like ESS, Service Catalog, Problem, SLM (Service Level Management), Change Request and Service Desk. Resolving the queries raised by the ITIIL users and testing the user by impersonation. Experienced in transforming data into the SNOW database. Creating ServiceNow Update Sets and testing through multiple instances and into production. Involved in correct mapping of objects and data correctness by testing ServiceNow forms and reports. Configured Integration of web service with third party application by using SOAP Web services. Configured both the inbound and outbound Web services (REST, SOAP). Configured LDAP Server and LDAP Listeners for updating the users and group table records. Developing different Reports like Bar Charts, Pie Charts, List Reports and Scheduling Reports. Developed, and maintained the report portal that provides user access to scheduled reports and report parameters. Developing solutions to other ServiceNow administrators and collaborating effectively with them. Developing Java Scripts to create Business Rules, Client Scripts, UI Policies and UI Actions. Configuring and customizing the Workflows, SLAs and Views. Experience working on Agile Development SDLC (Service Delivery Life Cycle). Developing Complex UI Policies, UI Actions, Business Rules and Reports. Responsible for Development Team Performance and involved in grooming & mentoring team members on various processes. Environment: Problem management, Change Management, Content Management, Java Script, XML, Jelly Scripting, HTML, CSS, Ajax, CMDB. Client: Optum India -Hyderabad Jul 2015- Aug 2018 Role: ServiceNow Administrator/ Developer Responsibilities: Actively participated in meetings with Project & Program managers to analyze the requirements and develop workflow designs by following traditional Agile/Scrum methodology using the SDLC application in CISCO production Instances. Responsible for providing Service-Now customization to end clients. I have been utilized to roll out various applications such as Incident, Problem, SLA, Service Catalogue, Change Management, Project Management and many more. Involved in importing/integrating data, through various means, such as WEB Services, LDAP, JDBC and importing via spreadsheets; I have built WSDL's for integrating third party tools, as well as building scripted web services using script includes. Assisting client implementing the MSP (Managed Service Provider) instance for Service-Now and domain separation for Service-Now Instances. Created templates for Incidents and Change Requests. Moving Update sets from one environment to another environment using team development. Writing Scheduled jobs and schedule imports depends on the requirements. Resolving incidents raised by the users on day-to-day business process. Writing Notifications and changing the users for receiving the mails. Script includes and invoking them in Business rules and Client Scripts. Performed Data migration of CI Attributes for CMDB using import sets. Gather the user business requirements and develop the reports based on that. Understand the functional business logic to implement into the report level to meet the user requirements. Provided access permission to users as per the Business requirements using Access control Lists. Deploying the developed code to Stage/UAT/Production instances using Update Sets. Configuring Data Sources, Import Sets, SLA/OLA, LDAP and Transform maps. Providing support during the UAT process and post-production deployment. Working with User Management to add, update and deactivate users in ServiceNow as these are based on licensing. Create test cases at the time of testing and prepare the Doer-Checker document for every release cycle. Responsible for managing Clone Scheduling processes & Asset Management role request functionality. Monitoring the System Performance on a regular basis based upon the Performance Graphs. Educational Qualification: B. Tech in Computer sciences from Jntu in 2015 Masters in Information Technology at webster university 2023 Jan - 2024Aug Keywords: continuous integration continuous deployment quality analyst artificial intelligence user interface active directory information technology golang microsoft mississippi