Shravani Dhanapunen
Senior ServiceNow Developer
Columbus,OH
Summary
Experienced ServiceNow Developer with around 6 years of progressive experience at Amgen, specializing in ServiceNow design, development, and enhancements. Proven expertise in implementing ITSM, ITOM, and ITIL-aligned solutions, delivering complex workflows, and seamless integrations to optimize user experience and drive automation. Skilled in ServiceNow modules such as ITSM, ITOM, and CSM, with a strong focus on performance optimization and scalability. Recognized for analytical skills, collaborative work style, and a customer-oriented approach, with extensive experience in Agile methodologies, platform security (RBAC, ACLs), and advanced scripting (JavaScript, Glide, Flow Designer). Adept at leveraging REST and SOAP APIs for integrations and implementing ServiceNow Service Portals and Configurable Workspaces to enhance functionality and user engagement.
Overview
6
6
years of professional experience
Work History
Senior ServiceNow Developer
Amgen
10.2021 - 12.2023
- Drove enhancements and complex development tasks for advanced modules like BCM, IRM, and PPM, addressing Amgen’s evolving compliance and operational requirements
- Designed and implemented advanced Service Catalog workflows, improving process automation and operational efficiency by 20%
- Optimized platform performance through the development of Client Scripts, UI Policies, UI Macros, and Background Scripts; recognized for delivering innovative, high-impact solutions
- Directed data integration projects using Data Sources, Import Sets, and Transform Maps, ensuring reliable data migration and manipulation across ServiceNow environments
- Managed integrations with both internal and external systems using REST and SOAP APIs, facilitating secure, efficient data exchange across applications
- Led regression testing using the Automated Test Framework (ATF), reducing testing time by 30% and enhancing code quality across deployments
- Monitored and optimized ServiceNow applications proactively, reducing reported issues by 15% and improving overall platform reliability
- Provided post-deployment support for ServiceNow applications, addressing user queries, troubleshooting issues, and implementing quick resolutions to maintain platform stability
- Authored extensive documentation for all customizations, scripts, and integrations, ensuring smooth knowledge transfer and quicker onboarding for new team members
- Worked closely with IT, vendor, and business teams to understand complex requirements, providing consultative support and delivering solutions aligned with Amgen’s strategic goals
- Led initiatives to enhance data security and compliance within ServiceNow by implementing role-based access controls (RBAC) and refining access control lists (ACLs) across critical modules
- Designed and deployed performance optimization strategies, including query tuning and GlideRecord best practices, which improved application load times by 25%
- Developed comprehensive, reusable script includes and utilities, enabling faster development cycles and standardization across multiple projects
- Managed incident and change management processes for ServiceNow upgrades and patches, ensuring minimal downtime and seamless functionality across environments
- Implemented ServiceNow version upgrade projects, introducing new features, resolving compatibility issues, and ensuring backward compatibility with existing customizations
ServiceNow Developer
Amgen
02.2018 - 09.2021
- Developed and supported key ServiceNow modules, including Incident, Change, and Problem Management, aligning platform capabilities with Amgen’s operational needs
- Built and customized Service Catalog items and basic workflows, accelerating request fulfillment and enhancing user satisfaction
- Configured forms, tables, and fields to improve usability and maintain data accuracy, meeting diverse internal client specifications
- Created and maintained Client Scripts and UI Policies, enriching user interactions and facilitating smooth workflows
- Supported data import and migration processes using Data Sources and Import Sets, ensuring seamless data integration across ServiceNow modules
- Conducted thorough unit and integration testing in various environments, minimizing errors and upholding high code quality standards
- Collaborated with cross-functional teams to understand and implement ServiceNow solutions aligned with business standards
- Actively participated in troubleshooting and resolving high-impact incidents, utilizing strong analytical skills to provide timely solutions
- Assisted in designing UI actions and notifications, improving communication and enhancing end-user experience for critical updates
- Conducted performance analysis and optimization for frequently used scripts, improving load times and overall platform responsiveness
- Maintained and updated ServiceNow knowledge articles, ensuring users had access to current, comprehensive guidance on platform functionalities
Education
Master of Science - Information Technology
University of The Cumberlands
05-2025
Bachelor of Technology - Electronics and Communication Engineering
Jawaharlal Nehru Technological University
04-2018
Technical Skills
ServiceNow Modules: ITSM (Incident, Problem, Change), ITOM (Discovery, Event Management, Service Mapping), ITAM (Asset Management, Configuration Management Database - CMDB), ITIL-aligned workflows, Knowledge Management, Customer Service Management (CSM), Business Continuity Management (BCM), Integrated Risk Management (IRM), Project Portfolio Management (PPM), Strategic Portfolio Management (SPM), Security Incident Response (SIR), Service Portal.
Scripting and Programming: JavaScript (Client-Side and Server-Side), Angular, React, GlideRecord, GlideAjax, Client Scripts, UI Policies, UI, Macros, Business Rules, Script Includes, Scheduled Jobs, Background Scripts, and Flow Designer.
Integrations & API Development: REST and SOAP APIs, MID Server, Web Services, IntegrationHub, JSON and XML Parsing, OAuth2.0, SSO (Single Sign-On) integrations, LDAP (Lightweight Directory Access Protocol).
Data Management & Reporting: Data Sources, Import Sets, Transform Maps, SQL, Report Designer, Performance Analytics, Advanced Dashboards, Data Dictionary Management.
Testing and Quality Assurance: Automated Test Framework (ATF), Unit Testing, Integration Testing, Regression Testing, Test Case Design, Platform performance optimization, script debugging, and troubleshooting.
Platform Administration and Security: Role-Based Access Controls (RBAC), Access Control Lists (ACLs), Scoped Applications, Instance Administration, platform maintenance, system logs analysis, security policies, audit logs.
Additional Skills: Microsoft Office Suite, Project Management Basics, Cross-Functional Collaboration, Multi-Platform Environments(Windows, Unix), Version Control (e.g., Git), Analytical Troubleshooting, Technical Documentation, Agile, and Scrum Methodologies
Skills
Scoped applications
undefinedTimeline
Senior ServiceNow Developer
Amgen
10.2021 - 12.2023
ServiceNow Developer
Amgen
02.2018 - 09.2021
Master of Science - Information Technology
University of The Cumberlands
Bachelor of Technology - Electronics and Communication Engineering
Jawaharlal Nehru Technological University
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