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Raga Mokkapati - ServiceNow Developer & Enterprise Platform Specialist

[email protected]

Location: Texas City, Texas, USA

Relocation: Yes

Visa: H1B

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RAGA NAVYA MOKKAPATI ServiceNow Developer & Enterprise Platform Specialist [email protected]| +1 682-382-7649| 7+ Years Enterprise Experience CSA (Certified System Administrator) | CAD (Certified Application Developer) | CIS-ITSM ITSM | ITOM | CMDB/CSDM | GRC/IRM | HRSD | CSM | SPM | HAM/SAM | SecOps | GenAI | Service Portal | Next Experience PROFESSIONAL SUMMARY Enterprise ServiceNow Developer with 7+ years of comprehensive experience spanning platform development, administration, and architecture across Healthcare, Financial Services, Telecommunications, and Technology domains delivering end-to-end solutions that transform business operations through innovative automation, AI-driven workflows, and measurable ROI across complex regulated environments. Expert ITSM Implementation Specialist designing Incident Management with AI-powered classification, Problem Management with RCA workflows, Change Management with CAB governance, Knowledge Management with KCS methodology, and Service Catalog with multi-level approvals processing thousands of daily tickets with 99.5%+ SLA compliance. Advanced ITOM/Discovery Specialist implementing ServiceNow Discovery (Horizontal/Vertical), Service Mapping, Event Management, Cloud Discovery (AWS, Azure, GCP), AIOps using MID Server clusters, custom patterns, and automated reconciliation for complete infrastructure visibility. CMDB/CSDM 4.0 Architecture Expert implementing IRE reconciliation, Health Dashboard, CMDB 360, Service Graph Connectors, Duplicate Detection, dependency mapping, and data certification maintaining 95%+ CI accuracy across enterprise environments with automated discovery and data quality frameworks. GRC/IRM specialist implementing Policy & Compliance, Risk Assessment, Audit Management, Vendor Risk (TPSM), Business Continuity ensuring SOX, HIPAA, PCI-DSS, GDPR, NIST 800-53, ISO 27001 compliance across regulated industries. Full-stack ServiceNow developer proficient in JavaScript (ES6+), GlideScript, GlideRecord, GlideAggregate, GlideAjax, Script Includes, Business Rules, Client Scripts, UI Policies, UI Actions, Jelly, AngularJS, React building custom scoped applications and complex enterprise integrations. Integration architect designing IntegrationHub spokes, REST/SOAP/GraphQL APIs, Scripted REST APIs, MID Server clusters, Event Bus, Transform Maps with OAuth 2.0, SAML 2.0, JWT connecting SAP, Salesforce, Workday, Azure AD, JIRA, and enterprise platforms. GenAI/AI specialist implementing Now Assist, AI Agent Studio, Virtual Agent (NLU/NLP), Predictive Intelligence, AI Search, Document Intelligence, Process Mining, AIOps reducing manual intervention by 55% through intelligent automation and predictive analytics. HRSD & CSM specialist implementing Employee Center Pro, Lifecycle Events, Case Management with Workday HCM integration, and Customer Service Management with omnichannel support, Agent Workspace achieving 85%+ self-service adoption. SPM/Portfolio Management specialist implementing Demand Management, Resource Management, PPM, Agile 2.0, Innovation Management enabling executive visibility into IT investments and strategic alignment. Advanced Service Portal & Next Experience UI developer using AngularJS, HTML5/CSS3, Bootstrap, custom widgets, GlideAjax, UI Builder, Workspace Builder creating responsive self-service with WCAG 2.1 accessibility. Platform specialist proficient in App Engine Studio, Update Sets, Domain Separation, ATF, CI/CD pipelines, Git with expertise in platform upgrades (Tokyo through Xanadu), performance optimization, and enterprise scalability. CORE TECHNICAL COMPETENCIES ServiceNow Modules ITSM, ITOM, CMDB/CSDM 4.0, GRC/IRM, HRSD, CSM, SPM, HAM Pro, SAM Pro, SecOps, Service Portal, Next Experience, Performance Analytics, App Engine Studio GRC & Compliance Policy & Compliance, Risk Assessment, Audit Mgmt, Vendor Risk (TPSM), Business Continuity, SOX, HIPAA, PCI-DSS, GDPR, NIST 800-53, ISO 27001, GLBA, COBIT 2019 AI & GenAI Now Assist, AI Agent Studio, Virtual Agent (NLU/NLP), Predictive Intelligence, AI Search, Document Intelligence, Process Mining, AIOps, Flow Designer, Orchestration Security Operations SecOps, SIR, Vulnerability Response, Threat Intelligence, Splunk SIEM, CrowdStrike, Qualys, Zero Trust, NIST CSF, MITRE ATT&CK, CIS Controls Automation & Workflow Flow Designer, IntegrationHub, Orchestration, SLA Matrices, ML Routing, Event-Driven Architecture, Scheduled Jobs, Notifications Integration & APIs REST/SOAP/GraphQL, OAuth 2.0, JWT, SAML 2.0, MID Server, IntegrationHub Spokes, HL7 FHIR, Transform Maps, Import Sets, Scripted REST APIs Development JavaScript (ES6+), GlideScript, GlideRecord, GlideAggregate, GlideAjax, Script Includes, Business Rules, Client Scripts, UI Policies, UI Actions, Jelly, AngularJS, React, HTML5/CSS3 UI & Portals Service Portal, Next Experience, UI Builder, Workspace Builder, Agent Workspace, Employee Center Pro, Configurable Workspaces, Mobile Agent, Custom Widgets CMDB & Discovery CSDM 4.0, IRE, Health Dashboard, Discovery (Horizontal/Vertical), Service Mapping, Event Management, Cloud Discovery (AWS, Azure, GCP), Dependency Mapping Analytics Performance Analytics, Predictive Intelligence, NowAssist for Analytics, SLA Dashboards, GRC Scorecards, CMDB Health, Executive Reporting Security & IAM RBAC, ACLs, SSO (SAML 2.0), OAuth 2.0, MFA, Field-Level Encryption, Audit Logging, Domain Separation, Data Classification, IP Access Control Methodologies Agile/Scrum/SAFe, ITIL v3/v4, DevOps, CI/CD (Update Sets, ATF, Git), CSDM 4.0, Architecture Governance, SDLC, UAT, Release Management PROFESSIONAL EXPERIENCE Anthem / Elevance Health, Indianapolis, IN | Project: Enterprise ITSM Modernization, GRC/IRM Compliance & GenAI Platform Transformation | Senior ServiceNow Developer | Aug 2023 Present Environment: ServiceNow (Washington/Xanadu), ITSM, ITOM, CMDB/CSDM 4.0, GRC/IRM, HRSD, CSM, GenAI (Now Assist, AI Agent Studio, Virtual Agent), Predictive Intelligence, Flow Designer, IntegrationHub, Service Portal, Next Experience, Performance Analytics, SecOps, JavaScript, GlideScript, REST/SOAP APIs, HL7 FHIR, MID Server, ATF Led enterprise ITSM modernization implementing Incident Management with AI-powered priority classification, Problem Management with automated RCA correlation, Change Management with risk-assessed CAB governance, and Knowledge Management with KCS methodology processing 15,000+ daily tickets across Anthem s healthcare enterprise achieving 99.7% SLA compliance. Architected GRC/IRM compliance framework implementing Policy & Compliance Management, Risk Assessment with quantitative scoring, Audit Management with evidence collection automation, and Vendor Risk (TPSM) achieving 100% compliance with HIPAA, SOX, PCI-DSS, NIST 800-53 across healthcare information systems. Implemented GenAI-powered intelligent automation using Now Assist, AI Agent Studio, Virtual Agent (NLU/NLP), Predictive Intelligence, AI Search, and Document Intelligence integrated across ITSM, HRSD, and CSM implementing AI-assisted classification, generative summarization, and predictive MTTR achieving 55% ticket deflection. Deployed ITOM Discovery with horizontal and vertical patterns discovering servers, network devices, databases across on-premises and multi-cloud (AWS, Azure) configuring MID Server clusters with load balancing, credential management, and Service Mapping for end-to-end service topology. Implemented CMDB/CSDM 4.0 governance managing 80,000+ CIs with IRE reconciliation, Health Dashboard, CMDB 360, Service Graph Connectors (SCCM, Azure AD), dependency mapping achieving 96% CMDB accuracy across hybrid cloud and on-premises healthcare infrastructure. Engineered HRSD transformation implementing Employee Center Pro, Lifecycle Events, Case Management, Onboarding/Offboarding with Workday HCM bidirectional integration processing employee data synchronization for Anthem s 100,000+ workforce. Developed CSM (Customer Service Management) with omnichannel case management, Agent Workspace, customer portal, self-service knowledge base implementing automated case routing, SLA management, customer satisfaction surveys achieving 85% self-service adoption. Built ServiceNow-Epic EMR integration using REST APIs, HL7 FHIR, IntegrationHub spokes, real-time synchronization connecting clinical systems with ITSM enabling healthcare operations visibility and automated incident creation. Implemented SecOps with SIR, Vulnerability Response, Threat Intelligence integrated with Splunk SIEM and CrowdStrike designing automated threat remediation workflows and real-time security dashboards aligned with NIST CSF and HIPAA security controls. Designed Service Portal and Next Experience UI using AngularJS, HTML5/CSS3, Bootstrap, custom widgets, GlideAjax, UI Builder creating responsive self-service portals for members, providers, and staff with WCAG 2.1 accessibility compliance. Developed custom JavaScript applications using GlideScript, GlideRecord, GlideAggregate, Script Includes implementing complex risk scoring algorithms, automated SLA calculations, dynamic approval routing with async GlideAjax and performance-optimized queries. Built Performance Analytics dashboards with PA indicators, GRC scorecards, ITSM SLA metrics, CMDB health scores. Automated CI/CD pipelines using ATF, Update Sets, Git with regression testing for zero-downtime upgrades from Washington to Xanadu. PNC Financial Services, Pittsburgh, PA | Project: CMDB/ITOM Modernization, ITAM Optimization & Security Operations | ServiceNow Developer | Feb 2022 Jul 2023 Environment: ServiceNow (San Diego/Tokyo/Utah), ITSM, ITOM, CMDB/CSDM, ITAM (HAM Pro/SAM Pro), SecOps, GRC, SPM, IntegrationHub, Flow Designer, Service Portal, Performance Analytics, JavaScript, GlideScript, REST/SOAP APIs, SAP, MID Server Implemented ITOM Discovery and Service Mapping for banking infrastructure discovering payment systems, core banking platforms, ATM networks, trading systems using horizontal/vertical patterns, custom probes, MID Server clusters achieving visibility across 2,300+ branches. Architected CMDB/CSDM 4.0 governance managing 60,000+ CIs with IRE reconciliation, Health Dashboard, duplicate detection, data certification achieving 95% CMDB accuracy supporting regulatory reporting across banking operations. Designed ITAM optimization with HAM Pro and SAM Pro implementing hardware lifecycle management, SAM Pro license reconciliation, normalization, software reclamation with Flexera integration delivering $600K annual cost savings. Implemented SecOps with SIR, Vulnerability Response, Threat Intelligence integrated with Splunk SIEM, CrowdStrike, Qualys designing automated threat remediation workflows aligned with NIST CSF and PCI-DSS for banking security. Developed GRC automation for SOX compliance, risk management, audit preparation implementing policy enforcement, automated control testing, evidence collection with GLBA and PCI-DSS alignment across banking processes. Built SPM implementing Demand Management, Resource Management, Project Portfolio tracking enabling executive visibility into IT investment decisions and strategic alignment dashboards for banking technology leadership. Engineered Event Management integration with trading platforms, market data feeds, ATM monitoring, core banking using real-time alert correlation and automated incident creation for 24x7 operations with 99.99% uptime requirements. Implemented ServiceNow-SAP integration using IntegrationHub, SOAP APIs, Transform Maps. Built Scripted REST APIs for real-time data exchange with JIRA, Azure DevOps, and third-party banking systems. Designed Service Portal for banking staff with financial workflows, compliance checklists, self-service. Created Knowledge Management with AI-powered search for banking procedures and compliance guidelines. Developed 60+ Flow Designer workflows automating loan approvals, account opening, vendor onboarding. Implemented security frameworks with RBAC, encryption, MFA, audit logging protecting sensitive financial data. TCS (Client: AT&T Telecommunications), Hyderabad, India | Project: ITSM/ITOM Implementation, CMDB Architecture & Service Portal Development | ServiceNow Developer | Jan 2021 Jan 2022 Environment: ServiceNow (Paris/Quebec/Rome), ITSM, ITOM, CMDB, HRSD, Service Portal, Flow Designer, IntegrationHub, JavaScript, GlideScript, AngularJS, REST/SOAP APIs, Transform Maps, MID Server, Performance Analytics Implemented ITSM modules for AT&T telecommunications including Incident Management with priority-based auto-routing, Problem Management with trend analysis, Change Management with risk assessment, Service Catalog supporting 200,000+ employees across national infrastructure. Developed ITOM Discovery for telecommunications infrastructure discovering network devices, 5G equipment, data center servers, cloud instances using horizontal/vertical patterns, MID Server clusters. Configured Service Mapping for network service topology. Architected CMDB for telecommunications CI classes including switches, routers, cell towers, fiber nodes, cloud instances with automated Discovery, relationship mapping, data quality, and CSDM alignment supporting change impact analysis. Built Event Management integrating SolarWinds, Datadog, SNMP traps with centralized event processing, automated alert correlation, incident creation reducing mean time to detect by 70% across AT&T s network operations center. Implemented HRSD including Employee Center, Lifecycle Events, Case Management with automated onboarding, background check integration, training assignments, and IT provisioning for telecommunications employees. Designed Service Portal using AngularJS with custom widgets, responsive layouts, dynamic forms, GlideAjax creating self-service for employees and contractors with knowledge base integration and mobile optimization. Developed IntegrationHub spokes connecting telecommunications systems including network management, workforce scheduling, Workday HCM, asset management using REST APIs, Transform Maps, OAuth 2.0. Created JavaScript Business Rules, Client Scripts, Script Includes automating incident auto-categorization, SLA escalation, approval routing with GlideRecord optimization, async operations, and error handling. Built Performance Analytics dashboards with network incident metrics, SLA tracking, change success rates, CMDB health providing operational visibility with drill-down capabilities and automated executive reporting. Managed platform upgrades from Paris through Rome including upgrade planning, plugin compatibility, skipped list remediation, ATF regression testing with comprehensive test suites and zero-downtime Update Set migration. DXC Technology (Client: HDFC Bank), Hyderabad, India | Project: ITSM Foundation, Service Catalog Automation & CMDB Establishment | Associate ServiceNow Developer | May 2018 Dec 2020 Environment: ServiceNow (Kingston/London/Madrid/New York), ITSM, CMDB, Service Catalog, Asset Management, Service Portal, Knowledge Management, Flow Designer, JavaScript, GlideScript, REST APIs, Import Sets, Transform Maps, LDAP Implemented foundational ITSM platform with Incident, Change, Problem Management, and Service Catalog supporting HDFC Bank s 120,000+ employees across 5,600+ branches with multi-tier support, automated routing, SLA tracking ensuring 99.5% uptime. Developed Service Catalog with banking-specific items including workstation provisioning, software license requests, network access, compliance forms with Flow Designer automation, multi-level approvals reducing resolution time by 40%. Established CMDB for banking infrastructure including ATM networks, core banking servers, branch networking, data center assets with automated Discovery, Import Sets from legacy CMDB, relationship mapping, and data quality validation. Built Asset Management tracking 25,000+ workstations, ATM terminals, branch servers, network devices with lifecycle management, warranty tracking, procurement workflows, and vendor management using Import Sets and Transform Maps. Designed Service Portal using AngularJS and Bootstrap with self-service, knowledge base, catalog ordering, FAQ widgets creating responsive interfaces for banking staff with mobile optimization and role-based content. Developed Knowledge Management with 500+ articles for banking procedures, IT troubleshooting, compliance checklists, security protocols with article lifecycle, publishing workflows, AI-powered search, and multilingual support. Created JavaScript Business Rules, Client Scripts, UI Policies automating incident auto-categorization, branch-based routing, VIP escalation with approval chain automation and GlideRecord optimization. Implemented integrations using REST APIs, LDAP, email, scheduled imports connecting ServiceNow with Active Directory, core banking, HR systems enabling automated user provisioning and data synchronization. Configured Change Management with banking-specific approvals ensuring controlled modifications during banking hours, blackout windows during month-end with CAB scheduling and RBI compliance documentation. Implemented security frameworks with RBAC, ACLs, encryption, audit logging. Configured Domain Separation for multi-entity isolation across retail, corporate, and investment banking divisions. Developed reports and dashboards with incident trends, SLA metrics, change success rates, catalog utilization. Managed Update Set promotion across Dev/Test/Prod with code reviews. Led Agile/Scrum practices with sprint planning, standups, retrospectives. Conducted user training and workshops creating documentation and runbooks accelerating adoption across 5,600+ branches. CERTIFICATIONS & EDUCATION ServiceNow Certified System Administrator (CSA) ServiceNow Certified Application Developer (CAD) ServiceNow CIS-ITSM (Implementation Specialist) Master of Science in Computer Science Texas Tech University, Lubbock, TX 2023 Bachelor of Technology in Computer Science Narasaraopet Engineering College, Andhra Pradesh, India 2019 INDUSTRY DOMAINS & COMPLIANCE Industry Domains: Healthcare (Anthem/Elevance Health), Banking & Financial Services (PNC Financial, HDFC Bank), Telecommunications (AT&T), Technology Consulting (TCS, DXC Technology) Compliance Frameworks: HIPAA | SOX 404 | PCI-DSS v4.0 | GDPR | NIST 800-53 | NIST CSF | ISO 27001 | COBIT 2019 | GLBA | CFPB | OCC | FDIC | RBI | ITIL v3/v4 | CSDM 4.0 | FedRAMP ServiceNow Versions: Kingston, London, Madrid, New York, Orlando, Paris, Quebec, Rome, San Diego, Tokyo, Utah, Vancouver, Washington, Xanadu (16+ platform versions) Enterprise Integrations: SAP ERP, Salesforce CRM, Workday HCM, Epic EMR, JIRA, Azure AD, Active Directory, Flexera, Splunk SIEM, CrowdStrike EDR, Qualys, SolarWinds, Datadog, PagerDuty, Confluence Keywords: continuous integration continuous deployment artificial intelligence machine learning user interface active directory information technology fiveg Pennsylvania Texas