Leela Harish Makkena
Newark
Summary
Results-oriented ServiceNow Administrator, ServiceNow Developer, and Python Developer with experience in designing, configuring, and enhancing ServiceNow solutions to improve IT service delivery and business operations. Skilled in workflow automation, ITSM processes, Incident, Problem, Change, and Request Management, Service Catalog development, and platform administration. Proficient in developing Business Rules, Client Scripts, UI Policies, Script Includes, Flow Designer workflows, and REST API integrations to automate processes and increase efficiency. Experienced in leveraging Python scripting for automation, data processing, and operational improvements. Strong knowledge of system administration, troubleshooting, reporting, and application development. Adept at collaborating with cross-functional teams to deliver scalable solutions, streamline workflows, and support digital transformation initiatives.
Overview
3
3
years of professional experience
1
1
Certification
Work History
ServiceNow Administrator & Developer
Sonus Software Solutions
Orem, UT
08.2025 - Current
- Configured and maintained ServiceNow ITSM modules including Incident, Change, and Request Management.
- Developed Client Scripts, UI Policies, Business Rules, Script Includes, and Catalog Items.
- Automated workflows using Flow Designer and integrated business processes across teams.
- Created reports and dashboards to track SLA compliance and operational metrics.
- Supported user administration, roles, groups, ACLs, and platform enhancements.
- Participated in ServiceNow application customization and deployment activities.
Python Developer
Sonus Software Solutions
12.2023 - 03.2024
- Developed Python scripts to automate repetitive operational and reporting tasks.
- Worked with APIs, data processing, and automation workflows.
- Created utilities for data validation, transformation, and reporting.
- Utilized SQL and Python for data analysis and process improvement.
- Documented solutions and collaborated with stakeholders to improve efficiency.
Education
Master of Science - Computer and Information Systems Security
Wilmington University
06-2025
Bachelor of Science - Mechanical Engineering
Seshadri Rao Gudlavalleru Engineering College
India04-2022
Skills
- ServiceNow: ITSM, Incident, Problem, Change Management, Service Catalog, Flow Designer, Business Rules, Client Scripts, UI Policies, ACLs, GlideRecord, GlideAjax, Script Includes, REST Integrations, Reports, Dashboards
- Programming: Python, JavaScript, SQL, PowerShell, Bash
- Platforms: ServiceNow, Microsoft 365, Active Directory, SharePoint, Jira, Zendesk
- Databases: SQL
- Operating Systems: Windows, macOS
Certification
- ServiceNow Certified System Administrator
- Microsoft 365 Fundamentals
- ITIL Foundation
Timeline
ServiceNow Administrator & Developer
Sonus Software Solutions
08.2025 - Current
Python Developer
Sonus Software Solutions
12.2023 - 03.2024
Bachelor of Science - Mechanical Engineering
Seshadri Rao Gudlavalleru Engineering College
Master of Science - Computer and Information Systems Security
Wilmington University