Likitha Nachukuru
Irving,TX
Summary
Accomplished ServiceNow Developer and Administrator with over 7 years of experience in designing, developing, and implementing enterprise-level ServiceNow solutions. Proficient in ITSM, ITOM, and CMDB modules, with a strong track record in workflow automation, scripting (JavaScript, Glide API), and custom application development. Successfully managed platform upgrades and integrations while enhancing operational efficiency through advanced SLA workflows and user-friendly service catalogs. Certified in ServiceNow Administration with a commitment to continuous improvement and stakeholder collaboration.
Overview
8
8
years of professional experience
1
1
Certification
Work History
ServiceNow Developer /Admin
Farmers Insurance
Dallas, TX
01.2023 - Current
- Implemented comprehensive Change Management process with use of various ServiceNow elements.
- Designed and evaluated POCs to integrate ServiceNow with external platforms.
- Utilized methodologies and analytic modeling to develop KPIs and performance scorecards.
- Oversaw onboarding, offboarding, and benefits enrollment with proficiency using ServiceNow.
- Guaranteed accurate records in the CMDB using Identification and Reconciliation.
- Resolved HRSD issues promptly, keeping employee records accurate and current.
- Managed daily operations to optimize ServiceNow system functions across ITSM, PPM, CSM, ITOM, GRC, and HR modules.
- Engaged in technical transition initiatives enhancing platform capabilities.
- Configured SCCM in ServiceNow for enhanced system management and visibility.
- Established risk and compliance frameworks in accordance with regulatory standards.
- Directed migration of GRC applications and data into ServiceNow from RSA Archer, IBM BPM, and other platforms.
- Developed custom applications and modules in ServiceNow tailored to unique business requirements.
- Facilitated enhancement requests by ensuring timely communication with stakeholders.
- Implemented SSO, SAML, and SSL for enhanced authentication mechanisms.
- Optimized ServiceNow HAM module to enhance tracking and management of hardware assets, achieving full compliance with standards.
- Created PPM reports and dashboards to support business needs.
- Handled integration management between ServiceNow and SharePoint for optimized project functionality.
- Guided junior developers in coding standards, troubleshooting practices, and ServiceNow protocols.
- Ensured requested updates were applied effectively in an Agile framework.
- Oversaw configuration of LDAP server for user data syncing with ServiceNow.
ServiceNow Developer /Admin
Biogen
Raleigh, NC
10.2020 - 10.2022
- Designed workflows to streamline record management processes.
- Implemented notification configuration for system activity updates.
- Implemented and customized ITIL modules including Incident, Change, Problem, Knowledge, Service Catalog, CMDB.
- Engineered efficient reports, custom database views, and automated tasks.
- Managed data leveraging Tables, CMDB, Import Sets, and Update Sets.
- Streamlined systems for improved effectiveness of cloud operations.
- Configured ServiceNow applications like ITSM, ITOM, HR, SecOps, and Service Portal to optimize business workflows.
- Coordinated management tasks within various ServiceNow modules such as Development, Test and Production platforms.
- Customized CMS within ServiceNow to create customer-targeted portals.
- Leveraged Discovery tools for continuous population and accuracy of the CMDB's configuration data.
- Managed systems integration for streamlined visibility across platforms.
- Enhanced event management effectiveness by configuring ITOM with appropriate instances and definitions.
- Integrated systems and automated processes utilizing ServiceNow Orchestration, SOAP API, and REST API.
- Developed tailored solutions within ServiceNow framework for optimized operations using multiple scripting techniques.
- Resolved LDAP authentication challenges to optimize system integrations.
- Ensured precise tracking and reporting of time spent on diverse projects and tasks.
- Developed efficient workflows in ServiceNow HAM, reducing reliance on manual processes and boosting operational efficiency by 30%.
- Streamlined claim submissions and service requests by designing user-centric healthcare portals in ServiceNow.
- Enhanced efficiency by configuring LDAP scripts to automate user provision.
- Scheduled and executed scripts to automate data processes.
- Automated insurance claims processing, policy management, and healthcare record updates using MID Servers.
- Organized units to manage approvals, responsibilities, and updates.
- Optimized system integrity by enforcing Access Control Rules for secure user access management.
- Executed design strategies to optimize configuration management systems.
- Streamlined processes to ensure compliance in time management systems.
- Elevated effectiveness of CMDB with asset module improvements and innovative service mappings.
- Executed performance comparisons between ATF-generated reports and Selenium benchmarks.
- Directed updates of systems to newer Istanbul and Berlin versions, assessing customization impacts.
- Crafted tailored Service Portal solutions utilizing Angular and CMS tools.
- Managed directory services to enhance accessibility and system organization.
- Delivered business-relevant security solutions meeting organizational objectives.
ServiceNow Developer
Dyce Technologies
Hyderabad, India
01.2017 - 04.2020
- Involved in gathering the requirements from the Business Team and creation of technical Task Documents to develop workflow, implement the workflows in Service Applications and administer the tools
- Worked on Incident, Change and Problem enhancements and Co-coordinating with the UAT team for any improvements
- Implemented and managed ITSM platform, ServiceNow, for various IT processes and tracks
- Worked to develop new Service catalog items and fix bugs in incident, problem, and change management
- Involved in End-to-End implementation of Service Now ITSM processes
- Customized UI Appearance for Problem and Change Management Application, which is simple, intuitive, and easy to use
- Performing unit testing and integration testing with other GDC developers for the cross-stream development projects
- Imported Configuration Items (CI) using import set tables and worked on CMDB data load and CI relationships
- Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests
- Utilized Glide Script in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes to customize the instance as per Business needs
- Configured and maintained Mid Servers to facilitate secure communication between the ServiceNow instance and on-premises infrastructure, ensuring seamless data
- Responsible for access control, security, minor enhancements such as form or workflow editing and gathering requirements and customizing Business Service Catalogs from scratch
- Involved in providing the design solution, technical methodologies, and processes solution to meet the customer requirements
- Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes to customize the instance as per Business needs
- Integrated HTML with JavaScript and Glide Scripting to design interactive elements within ServiceNow, improving the workflow for insurance claims
- Deployed all the developed internal applications on the web using Remedy 7.x mid- tier
- Created and Maintained foundation data -user Accounts, Approvers, Support Groups, Sites, Production Categorizations, and Templates
- Generated and distributed regular reports on time tracking performance, helping teams monitor progress and allocate resources effectively
- Monitored LDAP synchronization schedules and optimized LDAP queries for performance improvement
- Handled Production Releases every two weeks
- Developed necessary development documentation as needed (e.g
- Technical design, developer notes, etc.)
- Implemented and managed ServiceNow application security policies and access controls to protect sensitive data and ensure compliance with organizational standards
- Conducted training sessions and created user documentation to support end-users in navigating and utilizing ServiceNow functionalities effectively
- Led efforts to enhance system performance and scalability through optimization techniques and best practices
Education
Master's - Business Analytics
Texas A&M Commerce
Texas12-2021
Skills
- ServiceNow Implementation
- Amazon Web Services Expertise
- ServiceNow Administration
- SDLC Methodology
- Agile Methodology
- Scrum Methodology Expertise
- Proficient in JavaScript
- JSON Data Management
- RESTful API Development
- SOAP API Integration
- LDAP Configuration
- ADFS Implementation Expertise
- JIRA Issue Tracking
- SQL
- Service Catalog
- CMDB
Certification
- ServiceNow Certified System Administrator (CSA)
- Prep certified entry level python programming
- Micro-Certifications-Agile and Test Management
- Micro-Certifications-Flow Designer
- MS SQL Developer Certified
- ServiceNow Application Developer (CAD)
Timeline
ServiceNow Developer /Admin
Farmers Insurance
01.2023 - Current
ServiceNow Developer /Admin
Biogen
10.2020 - 10.2022
ServiceNow Developer
Dyce Technologies
01.2017 - 04.2020
Master's - Business Analytics
Texas A&M Commerce
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