Rakesh Urugonda

• Architected and built custom Infrastructure Account Collection application within ServiceNow to document user accounts and login history from UNIX, Windows, Oracle, and DB2 systems; enabled the CyberArk team to proactively monitor password rotation compliance and improve access governance.
• Designed and implemented a flow-driven automation framework within ServiceNow to orchestrate MID Server patch and upgrade validation, dynamically triggered by Change Management child tasks (ctasks); ensured environment consistency, minimized operational risk, and aligned with enterprise compliance policies.
• Engineered a custom IntegrationHub application on the ServiceNow platform to monitor and track failure alerts for both inbound and outbound API calls, enhancing visibility and reliability of integrations.
• Engineered and implemented an automated password rotation tool NUIDRotator to securely manage and rotate NUID credentials, enhancing system security and compliance.
• Automated critical IT and business processes—including Infrastructure Asset Request (server provisioning), Architectural Reviews, Certificate Management, HR Background Checks, Offboarding Equipment Retrieval, and Location Transitions—by building tailored applications within the ServiceNow platform.
• Engineered a custom automated code promotion tool leveraging ServiceNow’s out-of-the-box (OOB) framework, enhancing the native deployment process with an intuitive UI and streamlined workflows to reduce manual effort and improve developer efficiency.

• Architected and deployed ServiceNow HRSD modules, including HR Case Management, Employee Service Center, HR Knowledge Base, and Lifecycle Events, optimizing HR operations.
• Streamlined HR case handling by configuring categorization, assignment rules, and SLAs, reducing average response time by 25% and ensuring adherence to HR compliance policies.
• Built and customized HR Service Catalog items with Flow Designer workflows, automating onboarding, offboarding, and employee transfers.
• Implemented role-based and location-based security controls in HRSD, safeguarding sensitive employee data.
• Designed HR case templates and standardized responses, ensuring consistent and efficient HR support delivery across teams.
• Developed custom widgets for the Employee Service Center to enhance user experience and improve self-service adoption.
• Collaborated with HR and IT stakeholders to gather requirements, design HR workflows, and ensure alignment with organizational policies and compliance standards.

• Implemented and configured ServiceNow Hardware Asset Management (HAM) modules to automate the end-to-end lifecycle of hardware assets, including acquisition, deployment, maintenance, and disposal, ensuring compliance with organizational policies and regulatory requirements
• Configured and utilized the Hardware Asset Workspace for enabling real-time tracking, assignment, and auditing of hardware assets across the enterprise
• Participated in requirements gathering, process documentation, and solution design sessions to ensure HAM configurations aligned with business objectives and ITAM best practices
• Led end-to-end implementation of Hardware and Software Asset Management (HAMx & SAM Pro) modules in ServiceNow, overseeing architecture, development, and deployment of automated workflows, model normalization, asset lifecycle policies, and reconciliation processes
  Integrated ServiceNow SAM Pro with procurement and contract modules, ensuring licenses are tracked from purchase to entitlement, and automating renewal reminders to avoid costly non-compliance penalties.
• Experienced in installing MID servers on Windows and Linux machines.
• Implemented netflow data import process using Linux mid server to accommodate netflow data for app dependency mapping and Service Mapping
• Worked on implementing pattern discovery for AWS discovery, Kubernetes Discovery, UCS Discovery, vCenter Discovery, PostgreSQL Discovery, Tomcat, WebSphere, MQ, MQ Queue, IBM Mainframe, SQL, Oracle, DB2.
• Developed and optimized custom probes and sensors to enhance the efficiency and accuracy of ServiceNow Discovery, improving CI data collection for complex infrastructure components.
• Worked on discovery classifier scripts to parse the configuration items discovery custom behaviors to categorize the scans based on the configuration item classes.
• Involved in building location-based Discovery schedules aligned with network subnet ranges and operational windows, increasing scan success rates and aligning asset visibility with physical site structures.
• Worked on the Discovery module to pull the data from Cis and populate it to the CMDB as per the enterprise needs. Developing custom sensor script to support Discovery automation to find the CIs using JavaScript.
• Implemented several Pattern extension section to accommodate infrastructure and application related data
• Worked as lead dev on SAM P, HAM X implementation projects.
• Maintains Discovery and Service Mapping application in the ServiceNow. Including working with various
• infrastructure teams (Network, Server, and Application/Web Server etc.) design, development, and day to day administration.
• Implemented end to end Discovery Application in the ServiceNow.
• Maintains discovery job success rate at 99.95% where 12000 jobs executed monthly which includes DMZ, Datacenter, Branches, Sites discovery.
• Responsible for maintaining MID servers to make sure MID servers are performing as expected, root cause analysis, remediation plans, upgrade issues, Disk space issues etc.
• Implemented Adobe and Microsoft API process to pull user subscriptions part of SAM P project.
• Experienced in working with pattern pre-post processing scripts
• Designed and developed infrastructure accounts solutions for UNIX systems using custom patterns.
• Implemented and modified Service Graph connecters like SCCM SG, Aternity, Tanium and Dynatrace to transform the data suitable for the client
• Successfully delivered end to end Service Mapping project for Windows and UNIX based application services
• Experienced working with CI class manager including Identification, reconciliation and data precedence rules
• Experienced working on ci health auditing process for checking ci completeness, correctness and compliance
• Experienced working with Audit and Risk teams on executing Risk testing and auditing processes.
• Designed and developed custom probes for various Database technologies like MSSQL, Oracle, PostgreSQL, MongoDB, DB2, DB2 LUW, MySQL, VSAM and HBase.
• Designed and developed custom probes using PowerShell, Shell scripting for various Application servers and
• Web Server technologies like Apache, Tomcat, Microsoft IIS, IBM WebSphere, MQ, MQ Queues.
• Built custom Patterns for Databases like PostgreSQL, Web Servers like Tomcat and F5 Discovery

• Worked on platform security enhancements and Column Level Encryption, Created encrypted fields, encryption contexts and masking sensitive information with Encryption Module within ServiceNow.
• Maintained User/Group Role administration’s, Licenses and configured field level/application level Access Control list (ACL’s).
• Introduced Best Practice Engine (BPE) to improve system performance and Platform security.
• Introduced Consolidated Custom table concept where more than 100 tables were merged into 1 table which is used in Service Catalogs and Table configurations.

Cloud Management:

• Implemented AWS, Azure cloud Discovery in ServiceNow
• Automated Business applications to AWS account relationships process to maintain CSDM related relationships using AWS, Azure tags.
• Automated AWS, Azure account refresh process to automatically pull sub accounts from AWS, Azure platform.
• Implemented Kubernetes Discovery in the ServiceNow to help maintain container data including building relationships with app services.

• Involved in the design and Implementation of new Employee Service Center Portal. Worked on key enhancements to HR modules.
• Experience in Service Portal Design and building Self-service User Interface
• Built multiple portal widgets to deliver custom behavior that includes connecting with a 3rd party tool for bi-directional integration.
• Built public portals to make them available for non-logged in users.
• Built reusable portal components like themes, headers, footers, widget – dependency libraries, 404 page and other portal components.
• Built portal pages with a complex arrangement of widgets that can work independently.
• Built multiple portal pages to be associated with Employee central, Self Service Portal, HR Portal and External Vendor Portal.
• Configured SSO to identify external vs internal users and perform page redirection.

• Involved in Upgrades, Patch fixes and moving update sets from one instance to another instance during the agile lifecycle. Updates & maintains a comprehensive testing protocol for ServiceNow instance upgrades with the purpose of certifying all applications for use after the upgrade completes.
• Expertise in creating different type of Report’s / Dashboards and Templates in the Performance Analytics.
• Administration of ServiceNow applications including Incident, Change, Problem, CMS, Facilities, Knowledge, CMDB and reports / metrics, as well as Performance Analytics.
• Involved in building Automated Test Framework (ATF) and performing health scans on a regular basis.
• Worked on installing Mid Servers and daily/weekly Maintenance.
• Maintained and administered the implemented instance of ServiceNow and performed tasks such as Configuring Users, company, site, location and other existing fields, Support Groups, assignment rules, categorizations, CI data, SLA etc. Also implemented Code Search functionality for developers.

ITSM/ITAM:

• Developed and modified various Service Catalog Request, Order Guides with complex form designs and workflows.
• Performed configurations and customizations of service Now applications like, Service Catalog, Incident
• Change, Problem, Release, Knowledge, SLA, PPM, Agile development and CMDB. Involved in working and developing ServiceNow plugins and customizations.
• Expertise in ServiceNow scripting such as Business rules, Client Scripts, UI Policies, Data Policies, UI Actions, Notifications, Schedule Jobs, Script Includes and UI Scripts.
• Understanding technical and functional design requirements for ServiceNow, workflow engines. Created workflow and web prototypes. Worked across IT and other Operations Divisions to design, develop, and implement ServiceNow solutions consistent with customer requirements.
• Implemented Mobile module and included Incidents, Requests, Approval Requests into the Mobile application to help the users communicate quickly in the Mobile ServiceNow.
• Mobile UI is Enhanced and introduced new applications available for the Users to Create/Update Tickets in Mobile Application.
• Configured the Service Desk call management system for Service Desk call to manage the request intake process.
• Developing Asset Management module to accommodate all asset related fulfillments for the organization.
• Responsible for planning, recording, auditing, and maintaining Asset Management. Evaluate existing asset management systems and the design, implementation and management of new/improved systems for efficiency and effectiveness.

• Worked on SailPoint IAM integration/automation using REST web services to provision access to various applications through ServiceNow catalog requests.
• Worked on Azure SSO Integration.
• Worked on JIRA, SAP, SCCM, JAMF Pro, Aternity and LDAP integrations.
• Developed Agile Development 2.0 to JIRA
• Experienced working with JIRA service management spoke
• Created Custom Activities which uses REST/SOAP Web Services using custom activity designer in the workflows.
• Build Jenkins Integration which is used in IAR (Infrastructure Asset Request) scoped application to initiate Jenkins Job with crumb/without crumb.
• Developed various Cisco Systems (Cisco Prime Infrastructure, Cisco Prime Collaboration integrations to pull IP Phone, Network Devices data.
• Developed integrations with Infoblox and NetMRI systems to pull IP Ranges, Network devices data from the source systems.
• Designed and developed solution to maintain Personal computer data accuracy in the CMDB using REST integration, login events in ServiceNow from Aternity.
• Developed Integration to pull Risk related data from ERMS(Archer) application to support GRC application in the ServiceNow using REST and SOAP calls.
• Built integration with Infoblox (IP subnet repository system) to pull subnet data into ServiceNow. Also developed
• Service Catalog based form validations using REST which utilizes data from Infoblox.
• Integrated with Venafi to pull Certificate’s data into ServiceNow. Access for Onboarding and Offboarding are automated within Catalogs.
• Implemented Transform Maps, Complicated Transform script for Import sets to implement bulk upload of data from other 3rd party applications which was on a recurring basis.
• Designed and developed API/Integration monitoring application for monitoring API log, creating automated incidents etc.
• Designed and developed automated remediation workflows for failed discovery scans including incident creation, auto remediation
• Experienced building MID servers and automated MID server remediation process.

• Actively participated in meeting 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 Catalog, 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 for integrating third party tools, as well as building scripted web services using script includes.
• Assisting clients implementing the MSP (Managed Service Provider) instance for Service-Now and domain separation for Service-Now Instances.
• Integrated Asset Data: Configured integrations with third-party systems (e.g., SCCM, JAMF, or Intune) to automate hardware asset discovery, ensuring accurate and real-time asset data within the ServiceNow platform.
• Worked on setting up Service portal content so that it's only available to authenticated users.
• Experience with Service Portal to determine the users logging in to the portal and customization with a combination of system properties and script include.
• Worked on Asset Management - Asset-CI mapping and synchronization.
• Worked on loading the data into ServiceNow using import sets on daily, weekly, monthly and on demand.
• Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.
• Created Order Guides for New Employee and Contractor On boarding, New Position request.
• SMTP configuration for outgoing mail from ServiceNow instance in ServiceNow.
• Perform minor enhancements requests to the client’s ServiceNow instances, including changes to the user interface, system properties, foundation content and modification to existing workflow
• Configured end to end process for Knowledge management and worked on the knowledge Centered Support (KCS) plugin.
• Developed reusable server side (Glide) scripts and Script include modules.
• Prepared user manuals for the users and trained them through online.
• Performed Unit testing to check efficiency of the workflows.
• Investigating performance issues, learning troubleshooting tools, and using system logs to find issues.
• Managing all the activities like Instance cloning, patch upgrade and postfix implementation after cloning.
• Maintaining the integrity of the service-now tool across production and non-production environments.
• Defined various relations between tables for requests and fulfillment for each Application. UI configurations and workflow design using ServiceNow modules such as Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, and Access Control list.