Sri Sai Mallik Bollu
Richardson,TX
Summary
To contribute my expertise as a ServiceNow Developer/Administrator by designing, configuring, and optimizing ITSM, ITBM, HRSD, and GRC solutions that drive business efficiency, compliance, and innovation, while continuously enhancing my skills and delivering measurable results.
9+ years of experience as a ServiceNow Developer/Administrator, delivering end-to-end implementations, upgrades, integrations, and customizations. Expertise in ITIL-based processes (Incident, Problem, Change, Knowledge, Asset, and CMDB). Strong background in integrations with third-party systems (Jira, Salesforce, Box, Workday, CyberArk, Rapid7, Saviynt). Skilled in building Service Portals, Employee Center PRO, HRSD, PPM/SPM, and GRC modules. Proven record of enhancing system stability via Health Scans, upgrades (Rome → Tokyo → Vancouver), and platform optimization. Hands-on experience in Performance Analytics, automated workflows, and reporting dashboards to support leadership decision-making. In-depth understanding of Users, adding new Group automatically associated with New User Record, Assign Roles to Group, Add Users to new Groups. Created and configured custom applications, tables, modules, and workflows using Import Sets and Transform Maps to meet business requirements. Expertise on defining workflows in Service Catalog items, Approvals and Dynamic tasks in ServiceNow. Experience in working with UI Actions, UI Policies, UI Macros and Data Policies in ServiceNow. Collaborated directly with functional and process owners via phone and WebEx to understand business processes and gather new requirements. Ability to grasp and adapt new technologies and systems quickly. Extensive experience implementing role-based access using ACLs, including application/module access, record-level, and column-level restrictions. Designed and engineered solutions leveraging ServiceNow components to address business workflows, ITSM, and ticketing requirements. Developed inbound and outbound email actions to synchronize ticket updates across systems. Designed, configured, and implemented custom solutions using JavaScript and Ajax to meet complex business needs. Developed Functional and Technical Specifications; delivered user training sessions to support adoption. Strong knowledge of SQL, PL/SQL, and database concepts with hands-on expertise in UNIX Shell scripting and PL/SQL procedures for data extraction and loading. Automated procurement workflows aligning with Source-to-Pay operations, improving process efficiency.
Overview
10
10
years of professional experience
1
1
Certification
Work History
ServiceNow Developer
USAA
Texas
02.2022 - Current
- Designed and implemented a scalable, maintainable Custom Portal Project Workspace.
- Integrated with BOX using Flow Designer (OOB Spoke) for delta data and REST API for historical transaction records.
- Migrated Service Portal to Employee Center, enhancing user experience and aligning with latest UI standards, including content publishing, taxonomy configuration, AI Search setup, Manager Hub, page routing, and header/footer customization.
- Customized Supplier Lifecycle Management in Source-to-Pay operations; onboarded, engaged, and offboarded suppliers using Supplier Management Workspace.
- Developed and maintained Timecard Management and Time Tracking applications within the SPM module.
- Implemented and configured HRSD modules, including Case & Knowledge Management, Employee Service Center, and Lifecycle Events.
- Prepared comprehensive Test Cases, Test Plans, and Test Execution Suites for new modules and migrations.
- Developed and consumed REST/SOAP APIs for seamless integration of scoped applications with external systems.
- Integrated with platforms such as Salesforce, Saviynt, Turbo Risk App, CyberArk, and RPMS using REST APIs for GRC Libraries, UDA integration, identity access, and application onboarding.
- Implemented ITSM bi-directional web services integration.
- Developed a Custom Vendor Portal with MFA for external vendors.
- Conducted monthly Health Scans and resolved issues in weekly sprints to ensure platform stability and compliance.
- Addressed and remediated issues identified in Health Scan Reports, improving platform performance and compliance.
- Supported SAMPro enhancements in Asset Management and assisted with PPM/SPM enhancements, defect resolution, and production reporting.
- Led migration from MetricStream to ServiceNow GRC, transitioning legacy systems to out-of-the-box, maintainable, and scalable solutions.
- Delivered solutions for Vulnerability Response and Configuration Compliance modules in collaboration with the development team.
- Created catalog items including Read-Only Admin Access and Manual Upload for GRC tables, enabling secure and bulk updates/removal of records and M2M relationships.
- Designed and configured Reports and Dashboards for Service Request Management and GRC reporting needs.
- Implemented Flow Designer for all catalog items, replacing legacy workflows.
- Worked on ServiceNow GRC modules including Issues, Entities, Policies, and Policy Exceptions.
- Installed Service Graph Connector for Intune, discovering hardware assets directly into CMDB.
- Scheduled and executed weekly Discovery scans based on IP whitelists; generated CMDB reports on CI creation trends per class.
- Actively participated in Agile methodologies, including Sprint Planning, Story Assignment, Stand-ups, and Retrospectives; managed stories using Jira.
- Supported HR Onboarding/Offboarding workflows with Workday integration for provisioning and de-provisioning.
- Upgraded ServiceNow instances from Vancouver→Xanadu; performed release validation, log review, skipped record handling, and regression testing.
- Environment & Skills: ServiceNow (SanDiego to Xanadu), GRC, SAM, Workday, Salesforce, CyberArk, Saviynt, Intune, Employee Center PRO, Flow Designer, IntegrationHub, BOX Integration, Vendor Portal.
ServiceNow Developer
Alcon
Texas
01.2020 - 02.2022
- Integrated ServiceNow ITSM modules, including Release Management, with Jira for seamless DevOps operations.
- Designed and developed a comprehensive HR Service Management Portal using JavaScript, HTML, CSS, and Jelly Script, fully aligned with evolving business requirements.
- Led ITOM initiatives, including weekly Discovery runs and creating end-to-end Service Models per the CSDM framework, streamlining application transition from Novartis to Alcon in the CMDB.
- Expertly managed full suite of ITBM modules—PPM, APM, Agile Development, Demand and Resource Management—delivering over 1,500+ project implementations to date.
- Built multilingual HR and IT Virtual Agents (Chatbots) supporting Japanese and Chinese, enhancing global employee self-service capabilities.
- Automated end-to-end testing for key ITSM modules (Service Request, Incident, Problem, Change) using Automated Test Framework (ATF) to ensure high-quality releases.
- Designed CMDB dashboards to track orphan CIs and manage ownership relationships, improving data integrity and accountability.
- Configured Single Sign-On (SSO) integration with Okta for secure and seamless external user authentication.
- Migrated manual testing efforts to Test Management 2.0, authoring robust, reusable test cases for all user stories across modules.
- Integrated Workday (ODS) with ServiceNow via MuleSoft and REST APIs, enabling real-time data ingestion and incremental updates using Transform Maps.
- Executed CMDB deduplication tasks, significantly improving data hygiene across all CI classes.
- Integrated ServiceNow with Active Directory (LDAP) for automated user synchronization every four hours, ensuring up-to-date user access control.
- Worked on compliance-critical scoped applications such as CAIRO, VRT, and Risk Management within the GRC suite.
- Provided L2/L3 support for GRC applications including VRM, Maestro, and Business Continuity Management, ensuring high system availability and compliance.
- Collaborated weekly with Service Line Owners to manage and remediate stale and orphaned CIs across various CMDB classes.
- Integrated Rapid Insight analytics platform with ServiceNow, enhancing data-driven decision-making through real-time visibility.
- Reviewed and remediated skip logs during ServiceNow version upgrade from New York to Quebec, ensuring smooth platform transition.
- Led critical integrations with tools like LogicMonitor (for incident alerts) and Chef (for private cloud server orchestration), streamlining infrastructure monitoring and automation.
- Environment & Skills: ServiceNow (NY to Rome), GRC, ATF, Test Management 2.0, SSO (Okta), LDAP, REST/SOAP APIs, Multi-language Support (Japanese, Chinese), Agile/Scrum, Jira.
ServiceNow Developer
Farmers Insurance
California
04.2019 - 12.2019
- Worked on HR Knowledge Articles. Transformed all the Articles and Policies for the farmers from sharepoint to ServiceNow.
- Worked on Service Requests migrating from third party tool to ServiceNow. Added New enhancements like Download button, Widgets in Service Requests etc.
- Loaded Assets and Configuration Items, Created relationships between CIs and Assets.
- Responsible for the Service Now tool administration module and creation of new Users, Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules.
- Work effectively with cross-functional teams, involves Procurement, Legal, Finance.
- By using performance analytics, used to track down the data and pulled all the reports.
- Created many scripts which includes Business rules (server side code) and modified OOB.
- Supported Software Asset Management (SAM) enhancements, configurations, and exported Software Entitlements via Software Asset Workspace.
- Setting up Configuration Management from scratch defining the CI classes and their relationships.
- Created complex transform scripts in transforming the data into the SNOW database.
- Design and Implementation of service requests through service catalogue in service now.
- Working knowledge of Knowledge Articles, Incidents, CMDB and Dictionaries.
- Creating catalogue items, workflows, inbound emails actions and update sets for service requests.
- Assist in Release Management during product and patch releases.
- Followed up with clients and customers on process requests, specific requirements.
- Created various SLA's as per client requirement with the Incident Management applications.
- Worked on various modules in Service catalog Management.
- Involved in configuration of Email notification and SMS notification to alert the users of Service now.
- Served as on-call 24/7 support engineer during major deployments and incident resolution, maintaining SLA adherence and business continuity.
- Environment & Skills: ServiceNow(London), Knowledge, Business Rules, CMDB, HRSD, Performance Analytics.
ServiceNow Developer
PapaJohns
Louisville, KY
04.2018 - 03.2019
- Collaborated with clients to gather business requirements and document process requests.
- Implemented Software Asset Management (SAM) and Hardware Asset Management (HAM) modules in ServiceNow.
- Integrated ServiceNow with SolarWinds and SCCM for seamless data exchange.
- Hands-on experience with HR Service Management (HRSM) module.
- Expertise in end-to-end implementation of Service Catalog, Incident, Problem, Change, Release, Configuration, and Asset Management.
- Managed project portfolios and added projects using Project Portfolio Management (PPM) module.
- Configured and deployed MID Servers to enable data communication between ServiceNow and external applications/data sources; defined and executed discovery schedules.
- Developed asynchronous server calls using Glide AJAX in Script Includes for optimized performance.
- Designed and implemented call scheduling to enable flexible support team operations.
- Administered ServiceNow: created Users, Groups, Roles, IT Services, Business Services, Routing rules, and Blackout/Freeze rules.
- Extensive experience with LDAP integrations.
- Led upgrade efforts from Fuji to Helsinki release, resolving conflicts and ensuring smooth transition.
- Implemented and configured Performance Analytics, creating indicators, breakdowns, and dashboards for IT and GRC insights.
- Configured routing rules, assignment rules, and CMDB lookups to enhance ticket triage and asset management efficiency.
- Developed and maintained UI Actions, executed data imports, and ensured integrity of Configuration Items (CIs).
- Created service relationships between Configuration Items (CIs) using Business Service Management (BSM) maps.
- Environment: ServiceNow(London), SAM, HAM, PPM, CMDB, and ITSM modules, CSDM.
ServiceNow Developer
Johnson and Johnson
Raritan, NJ
05.2017 - 04.2018
- Worked on key ITSM modules including Incident, Problem, Change, Configuration Management (CMDB), and Service Catalog.
- Customized UI components by creating/modifying Tables, Fields, UI Policies, UI Actions, Client Scripts, Business Rules, and Script Includes.
- Configured email and SMS notifications to alert users of updates on Change, Problem, and other records.
- Designed and implemented Service Catalog items and integrated them with Incident, Problem, Change, and Knowledge Management modules.
- Designed and developed a CMS (Content Management System) website including UI layout, pages, service catalog integration, and custom styling using CSS and HTML.
- Production release support.
- Designing the Content Management System for Various system which involved layout, UI pages, CSS and service catalog work.
- Provided production release support and coordinated with stakeholders to ensure smooth deployments.
- Managed ServiceNow upgrades and service packs, including system preparation, testing, and post-deployment validation.
- Involved in transfer of data from one instance to other by creating and modifying Update sets.
- Involved in configuration of Email notification and SMS notification to alert the users of Service now.
- Migrated customer support and alert ticketing systems from CA Service Desk to ServiceNow, reducing licensing and maintenance costs.
- Created and maintained email notifications, access controls, record producers, and order guides.
- Collected business requirements, wrote functional and technical specifications, and created detailed test cases.
- Followed ITIL best practices to identify Users, Groups, and Categories while designing scalable solutions.
- Actively engaged with end users to gather feedback and implement automation to improve efficiency and user experience in ServiceNow.
- Environment & Skills: ServiceNow(Jakarta/Kingston), Service Catalog, CMS development, data migration, ITSM modules, notifications (email/SMS).
ServiceNow Developer/Admin
Inspiredge IT Solutions
Edison, NJ
01.2016 - 05.2017
- Over 1 year of hands-on experience in ServiceNow development, administration, support, and integration.
- Created and managed Users, Groups, Roles, and assigned appropriate roles to groups for access control.
- Configured Access Controls (ACLs) for custom tables and fields to secure data access.
- Built Service Relationships between CIs using Business Service Management (BSM) Maps.
- Worked extensively with Import Sets, Data Sources, Transform Maps.
- Designed and developed Service Catalog items, including Order Guides, ensuring intuitive user experiences.
- Created custom tables and fields, as well as configured Forms, UI Policies, Client Scripts, and Business Rules.
- Created SLAs/OLAs and managed lifecycle of incidents through automated workflows.
- Designed and implemented CMS pages, customizing layout, UI pages, CSS, and catalog presentation.
- Assisted in ServiceNow Roadmap planning by analyzing user requirements and existing workflows to recommend and implement improvements.
- Developed and tested update sets to move configuration and customization between environments.
- Participated in Change Management processes, automating and standardizing workflows across multiple Go-Lives.
- Built and maintained catalog items and dependent fields to streamline request forms and ensure data integrity.
- Environment & Skills: ServiceNow (Helsinki), ITSM, ACLs, Import Sets, Transform Map, SLAs/OLAs, Order Guides, Update Sets, Change Management.
Education
Master’s - Computer Science
Sacred Heart University
Fairfield, CTBachelor of Technology - ECE
T.R.R. College of Engineering
Hyderabad, IndiaSkills
- ServiceNow Modules: ITSM
- ServiceNow Modules: ITOM
- ServiceNow Modules: HRSD
- ServiceNow Modules: CMDB
- ServiceNow Modules: Asset Management
- ServiceNow Modules: PPM/SPM
- ServiceNow Modules: GRC
- ServiceNow Modules: SAMPro
- ServiceNow Modules: Employee Center PRO
- ServiceNow Modules: Discovery
- ServiceNow Modules: Service Catalog
- ServiceNow Modules: Knowledge
- ServiceNow Modules: Performance Analytics
- Languages & Scripting: Java
- Languages & Scripting: JavaScript
- Languages & Scripting: Glide API
- Languages & Scripting: Jelly Script
- Languages & Scripting: HTML
- Languages & Scripting: CSS
- Languages & Scripting: UNIX Shell
- Languages & Scripting: PL/SQL
- Web/Integration: REST
- Web/Integration: SOAP
- Web/Integration: JDBC
- Web/Integration: LDAP
- Web/Integration: SSO
- Web/Integration: Flow Designer
- Web/Integration: Integration Hub
- Databases: Oracle
- Databases: MySQL
- Databases: SQL Server
- Databases: HDFS
- Databases: Hive
- Databases: HBase
- Tools & Platforms: Box
- Tools & Platforms: Jira
- Tools & Platforms: Rapid7
- Tools & Platforms: CyberArk
- Tools & Platforms: Workday
- Tools & Platforms: Saviynt
- Tools & Platforms: Salesforce
- Tools & Platforms: MuleSoft
- Tools & Platforms: LogicMonitor
- Tools & Platforms: SolarWinds
- Tools & Platforms: SCCM
- Tools & Platforms: Chef
- Operating Systems: Windows
- Operating Systems: Linux
- Operating Systems: UNIX
Certification
- Service-Now Admin, 21553041
- Service-Now Developer, 24618465
Timeline
ServiceNow Developer
USAA
02.2022 - Current
ServiceNow Developer
Alcon
01.2020 - 02.2022
ServiceNow Developer
Farmers Insurance
04.2019 - 12.2019
ServiceNow Developer
PapaJohns
04.2018 - 03.2019
ServiceNow Developer
Johnson and Johnson
05.2017 - 04.2018
ServiceNow Developer/Admin
Inspiredge IT Solutions
01.2016 - 05.2017
Master’s - Computer Science
Sacred Heart University
Bachelor of Technology - ECE
T.R.R. College of Engineering