Supriya Ch
Buffalo,USA
Summary
Around 5+ years of experience in ServiceNow development, administration, and implementation, specializing in ITSM, ITOM, ITBM, GRC, IRM, SAM, SPM, HAM, HRSD, CMDB, OOTB, AIOps, GEN AI, APP ENGINE, ATF, BCM, SecOps, and Enterprise Service Management (ESM). Proven track record of driving automation, process optimization, and enhancing service delivery through the implementation of cutting-edge technologies and best practices. Expertise in IT Asset Management (ITAM), including SAM and HAM workflows, streamlining asset lifecycle management, ensuring compliance, and reducing operational costs. Demonstrated analytical and problem-solving skills that allow for optimization of asset management processes. Proven IT Operations Management (ITOM) expertise, including Discovery, Service Mapping, Event Management, and Hybrid Cloud Monitoring (AWS, Azure). Enhanced visibility, automation, and control over multi-cloud environments, driving service optimization across hybrid infrastructures. Skilled in integrating AI-driven automation tools, including Predictive Intelligence, AIOps, and NowAssist, proactively detecting, analyzing, and resolving issues, resulting in a 25% reduction in incident resolution times. Implemented automation to enhance service response time and incident management efficiency. Extensive experience with CMDB, improving data integrity, CSDM alignment, and utilizing ETL processes for seamless data integration across hybrid infrastructures. Focused on improving the accuracy and reliability of configuration management and dependency mapping. Proficient in ServiceNow scripting and customization, using JavaScript, Glide APIs (GlideRecord, GlideForm), HTML, CSS, AngularJS, React, and Node.js to extend platform functionality, improve user experience, and ensure service delivery aligns with business objectives. Strong expertise in ITSM, automating core workflows such as Incident, Problem, Change, Service Request, and Knowledge Management. These optimizations resulted in better service delivery, improved SLA adherence, and reduced manual intervention. Hands-on experience with ITBM tools, including PPM, Demand Management, and Agile modules, optimizing resource allocation, project delivery, and financial tracking. Ensured IT investments were strategically aligned with business needs and objectives. GRC and IRM expertise, including automating policy compliance, risk assessments, and audit tracking, in alignment with regulatory standards such as GDPR, HIPAA, CCPA, and ISO 27001. Automated regulatory workflows to ensure continuous compliance and minimize organizational risk. Deep knowledge of SecOps, Vulnerability Response, and SBOM modeling, integrating security tools like Qualys and Splunk for proactive security incident management. Enhanced organizational security posture by streamlining response times and improving visibility into vulnerabilities. Advanced proficiency in HRSD, automating employee workflows, integrating with Workday/SAP, and enhancing employee experience via Employee Center Pro. Focused on improving time-to-completion for HR tasks, ensuring better onboarding and offboarding processes. Extensive experience in ServiceNow integrations, leveraging REST/SOAP APIs, Integration Hub, Orchestration, mTLS, and ETL pipelines for seamless data exchange between internal and external systems. Integrated with multiple third-party tools to automate processes and enhance service delivery. Proficient in MID Servers for secure data collection, BigPanda integration for alert correlation, and SolarWinds/Dynatrace for real-time ITOM monitoring. Leveraged these tools to ensure operational continuity and real-time service visibility. Developed Performance Analytics dashboards, providing real-time insights into ITSM, ITOM, GRC, APM, and CMDB health metrics. These dashboards provided data-driven insights that empowered teams to make informed decisions and improve service operations. Solid background in UX/UI design, enhancing Service Portal experiences with AngularJS, HTML5, CSS3. Collaborated with design teams for wireframes, prototypes, and accessibility enhancements, improving portal user experience across devices. Expertise in the full SDLC, including requirement gathering, solution design, development, testing, deployment, and maintenance of scalable ServiceNow applications, ensuring optimal platform performance and delivering high-quality solutions.
Overview
6
6
years of professional experience
1
1
Certification
Work History
ServiceNow Developer
Independent Health
02.2024 - Current
- Performed CMDB audits and health checks using CMDB Health Dashboard and IRE, resolving CI discrepancies.
- Integrated CMDB with Discovery and Event Management to provide end-to-end visibility into IT assets and services.
- Developed and enforced CMDB policies, normalization standards, and workflows to ensure data quality.
- Documented CMDB processes including SOPs, CI class structures, and governance models.
- Engineered complex workflow automation using Flow Designer, Workflow Editor to manage order fulfillment, approvals, exception handling, escalation rules.
- Architected end-to-end ServiceNow integrations with external systems (payment gateways, SAP, FTP, inventory carriers) using REST, SOAP, JDBC, PowerShell orchestration activities.
- Executed real-time monitoring of CMDB updates via Discovery schedules, MID Server integrations, pattern-based discovery.
- Designed and maintained CI data models, relationships, and reconciliation rules to support accurate service mapping.
- Managed end-to-end release cycle including update sets, scoped apps, cloning, promoting changes across non-prod to prod environments.
- Designed knowledge-centered support framework using Knowledge Management module with article workflows, approval publishing, version control.
- Defined data governance strategy ensuring data integrity with transform scripts, field normalization, reconciliation rules.
- Built a ServiceNow ticketing system imitation replicating legacy workflows while adding advanced SLA tracking, automated notifications, predictive intelligence categorization.
- Designed scalable orchestration pipelines for automated billing updates, shipment tracking, vendor onboarding workflows using GRC, Orchestration, Flow Designer.
- Configured multi-source data imports from SAP, DDM, FTP with scripted transforms ensuring high-performance batch data loading, duplicate detection.
- Developed PPM dashboards aggregating multi-project metrics using Performance Analytics indicators, scripted data sources, predictive forecasting.
- Delivered CSM-driven customer engagement with case deflection knowledge base integration, real-time service request visibility, automated routing via assignment rules.
- Enhanced risk management workflows in GRC for vendor onboarding with dynamic questionnaires, approval chains, automated remediation tasks.
- Implemented real-time analytics, dashboards using Performance Analytics widgets, time series trend analysis, drilldowns for cost optimization, SLA compliance.
- Optimized system performance by identifying long-running scripts, query business rules, optimizing Glide Record usage, indexing CMDB tables.
Servicenow Developer
Prime Therapeutics
01.2023 - 01.2024
- Implementation, Customization, and Maintenance of ITIL modules such as Incident, Change, Problem, Request, Knowledge, Service Portal, and CMDB in ServiceNow.
- Developed Service Catalog Items and request processes for Microsoft Azure which includes creating new catalog items, and designing workflows and execution plans.
- Developed Script based on user’s requirements and invoke them using Client Scripts or Business Rules.
- Developed front-end forms, associated Client Scripts, and UI policies, including advanced customizations that require the development of UI Pages and Widgets to hold reusable code and embed it within the Service Catalog form.
- Implemented AI-powered automation workflows in ServiceNow, reducing manual intervention by automating tasks based on AI predictions and recommendations, leading to improved process efficiency and accuracy across IT and business operations.
- Innovated custom Generative AI applications to address unique business challenges, demonstrating creativity and problem-solving skills.
- Designed and executed scalable Generative AI solutions, ensuring robust performance and adaptability to growing business needs.
- Worked on CMDB, CMDB Data modeling, CMDB Audits, Discovery, Service Mapping, and Orchestration.
- Configured MID Server on Dev, UAT, Stage, PROD, and Production Instances.
- Created and maintained API and data integration processes between ServiceNow and other Services.
- Worked on Discovery, setting up MID servers for connectivity and configuring IP ranges for CI device detection, ensuring accurate CMDB record population while preventing duplicates, and developed expertise in Discovery tool troubleshooting.
- Worked on Service Mapping to get information about Business Services by working with business owners to make sure all the devices were discovered and properly placed.
- Implemented ATF to automate and streamline testing processes for ServiceNow applications, significantly reducing manual testing efforts and time.
- Integrated Tableau with ServiceNow to extract and visualize ITSM process data, facilitating in-depth analysis of incident, problem, and change management metrics.
- Developed custom ServiceNow applications for AWS cloud services management, employing graph connectors to visualize and analyze AWS resource configurations, usage, and performance metrics, facilitating data-driven decision-making.
- Worked on all phases of Discovery including Scanning, Classification, Identification, and Exploration.
- Implemented Security Incident and Vulnerability Response.
- Successfully integrated Machine Learning models with ServiceNow by developing Script Includes for authentication and seamless connection to external REST APIs, enhancing data analysis and automation capabilities.
- Developed solutions using JavaScript, Ajax, Web Services REST, SOAP API, and other web technologies to integrate ServiceNow with internal/ external systems and tools.
- Developed an Activity Designer for automation and crafted a REST Method to integrate with third-party applications, as well as the Azure Portal, enabling the creation of Certificates, Resource Groups, and Key Vaults, and managing permissions for resource groups.
- Worked on loading the Applications and relations into ServiceNow using import sets.
- Worked on Service Portal to implement Widgets, Pages, Instances, Angular Templates, Factors, and Services using CSS, HTML, Angular JS, and Glide APIs.
- Developed Python applications to interface with REST API, enabling the creation of custom functionalities and enhancements.
- Implemented LDAP Integration with ServiceNow Instance to import Users and group data.
- Reviewed Cloud Provisioning and implemented automation via Orchestration workflows in ServiceNow, utilizing PowerShell and REST activities for cross-tool tasks. Good real-time knowledge of implementing Flow Designer and Integration Hub.
Servicenow Developer
Principal Financial Group
04.2023 - 12.2023
- Design and implementation of the FSO (Financial Services Operations) module, streamlining financial services workflows and automating processes, Integrated FSO with core banking systems for real-time data flow.
- Configured and customized ServiceNow modules, focusing on FSO and CSM implementations.
- Multiple client workshops to gather requirements and translate them into actionable user stories.
- Delivered live product demonstrations to showcase capabilities and secure client buy-in.
- Created and managed user stories in Agile sprints for smooth and efficient project delivery.
- Provided end-to-end support post-deployment, ensuring client satisfaction and system stability.
- Supported clients in Customer Service Management implementations, enhancing case management and improving service efficiency.
- Assisted in ServiceNow configuration tasks including form design, workflow creation, and catalog items.
- Participated in demo sessions for potential clients, highlighting platform value and functionality.
- Worked with cross-functional teams to conduct workshops, clarifying requirements and processes.
- Delivered ongoing support, addressing incidents, and resolving technical issues.
- Contributed to multiple FSO projects, improving financial operations for banking and insurance clients.
- Configured and customized ServiceNow modules with a focus on FSO and CSM, delivering tailored solutions for financial services clients.
- Designed Performance Analytics dashboards for KPI tracking, SLA monitoring, and compliance. Developed JDBC-based integrations to ensure real-time data synchronization between ServiceNow and external databases.
- Integrated ITBM (PPM, Demand & Resource Management) with ITSM, ensuring visibility into IT investments, project tracking, and budget optimization. Led Continuous Improvement efforts and DevOps initiatives to automate workflows.
- Customized ServiceNow portals using AngularJS and UI Builder, creating dynamic dashboards and self-service solutions. Developed and deployed IRM & GRC solutions for risk assessment automation.
- Multiple client workshops to gather requirements, present solutions, and ensure alignment with business goals.
- Delivered continuous improvements by identifying process gaps and proposing automation opportunities.
- Designed and optimized ETL processes to integrate structured and unstructured data into ServiceNow, enabling financial forecasting and cost optimization.
- Developed REST/SOAP API integrations, iPaaS connectivity, and Kafka-based event streaming, ensuring seamless connections between ServiceNow and enterprise systems (Workday, SAP, AWS, etc.).
- Configured Automated Test Framework (ATF) for regression testing, reducing manual effort by 50%. Led eBonding integrations for real-time data synchronization across ITSM and external tools.
- Enhanced security through penetration testing, vulnerability assessments, and access control hardening.
- Utilized REST, SOAP, and JDBC for secure integrations, ensuring compliance with HIPAA, GDPR, and CCPA.
- Developed Predictive Intelligence models for AI-driven ticket classification and automated resolution, reducing manual workload and improving ITSM efficiency.
- Built custom UI Builder workspaces and App Engine applications to automate processes, improve data visualization, and streamline workflows.
- Supported ServiceNow upgrades, ensuring seamless adoption. Designed and conducted training programs for junior developers, mentoring and setting best practices for platform scalability.
ServiceNow Developer/Admin
Smartcraft Technologies (India) LLP
12.2019 - 10.2022
- Delivered tailored ServiceNow FSO and CSM solutions, enhancing client operations and customer service capabilities.
- Configuration and customization of ServiceNow modules to meet unique business requirements.
- Conducted workshops with stakeholders to gather requirements, align expectations, and drive user adoption.
- Created detailed user stories to guide development and testing teams within agile project frameworks.
- Presented demo products to clients, effectively showcasing platform capabilities and securing buy-in from decision-makers.
- Delivered end-to-end ServiceNow solutions focusing on Financial Services Operations (FSO) and Customer Service Management (CSM).
- Configured ServiceNow modules and customized workflows, forms, and business rules to meet client-specific requirements.
- Provided expert-level technical support post-implementation, ensuring smooth adoption and user satisfaction.
- Implemented and customized ITAM solutions, including SPM, SAM, and HAM, to automate software and hardware lifecycle management, ensuring compliance and improving asset tracking.
- Configured and optimized ITOM modules, including Discovery, Service Mapping, and Event Management, improving IT infrastructure visibility and automating alert handling for better service monitoring.
- Supported various ServiceNow projects focusing on CSM and ITSM modules, performing configuration and custom development.
- Collaborated with clients during workshops to define service processes and align platform capabilities.
- Developed and maintained system documentation, including process flows and support guides.
- Delivered product demos to stakeholders, contributing to project wins and client confidence.
- Managed support cases, troubleshooting platform issues and implementing fixes to maintain SLA compliance.
- Automated Governance, Risk, and Compliance (GRC) workflows to enhance risk management, ensuring continuous monitoring and compliance across multiple departments and business units.
- Configured and managed ServiceNow’s MID Server, acting as a bridge for secure data communication between ServiceNow and third-party systems, such as Active Directory, LDAP, and other IT infrastructure tools. Ensured seamless integration with external systems, supporting automation, asset management, and discovery processes.
- Developed and deployed Performance Analytics dashboards for IT operations, providing real-time data insights and key metrics, and improving decision-making for management.
- Architected and implemented cross-functional solutions utilizing the FSO module in ServiceNow, including designing and deploying real-time API integrations to link financial operations with digital banking platforms.
- Ensured smooth integration with core banking systems, enhancing operational efficiency and improving data accuracy across financial service operations.
- Improved disaster recovery and continuity planning by implementing BCM solutions and automating recovery procedures within ServiceNow, ensuring operational resilience and faster recovery during critical incidents.
- Designed and implemented APP ENGINE solutions to automate business processes, improving user experience and overall system efficiency. Integrated third-party tools like Splunk and SolarWinds with ITOM for enhanced visibility and monitoring, ensuring seamless operational continuity.
- Created automated reporting solutions to improve service delivery quality and track SLAs across various teams, ensuring timely and accurate reporting. Configured and managed MID Server and Integration Hub to facilitate integrations with external applications, ensuring smooth data flow and enhanced automation.
- Collaborated with security teams to integrate SECOPS and optimize incident response times, significantly improving the organization’s security posture and reducing security incidents.
- Worked in an Agile Scrum environment to implement iterative enhancements to ServiceNow ITOM and CMDB, ensuring that CI data integration and health metrics were continuously refined based on sprint feedback.
Education
Bachelors - Computer Science
JNTU Kakinada University
India01.2018
Skills
- ServiceNow Modules: ITSM, ITOM (Discovery, Service Mapping, Event Management), ITBM, ITAM (SAM Pro, HAM Pro), GRC/IRM, SecOps (Vulnerability Response, Security Incident Response), BCM, CMDB, AIOps, App Engine, HRSD, APM, CSM, Service Portal
- Security & Compliance Enhancements: RBAC (Role-Based Access Control), ACLs, ServiceNow SECOPS, vulnerability management, risk mitigation, and regulatory compliance
- ServiceNow Performance Tuning & Optimization: System stability improvements, query optimization, performance analytics tuning, dashboard efficiency, and load balancing
- On-Prem ServiceNow Administration: Security hardening, compliance enforcement, upgrade management, and performance tuning for self-hosted environments
- OSS/BSS Knowledge: Network monitoring, infrastructure fault detection, order management, billing automation, and service delivery optimization
- Advanced UI/UX Customization: CSS, SASS/SCSS, Service Portal branding alignment, accessibility enhancements, UI Builder, AngularJS, and responsive design
- JIRA & Agile Sprint Management: Backlog tracking, sprint planning, stakeholder collaboration, roadmap execution, and iterative process optimization
- Development & Scripting: JavaScript, GlideScript, REST/SOAP APIs, PowerShell, Python, Flow Desinger, ATF, Business Rules, Client & UI Scripts, AngularJS, Bootstrap, jQuery, XML, JSON, C
- Client-Side Scripting: GlideAjax, JavaScript, jQuery for UI interactivity, debugging client scripts
- Workflows & Automation: Incident, Problem, Change, Request, Asset Lifecycle, SLA, Jeopardy, Fallout, Risk Assessment, Business Continuity Planning, Process Mining
- Cloud & Integrations: AWS, Azure, GCP, Integration Hub, MID Server, KAFKA, BigPanda, Splunk, Qualys, SolarWinds, TMF APIs, Active Directory, Workday, SAP
- ITOM & Monitoring: CMDB Relationship Mapping, Dependency Mapping, Hybrid Cloud Tracking, Predictive Intelligence, Real-time Monitoring, Alert Noise Reduction
- Security & Compliance: RBAC, ACLs, GDPR, HIPAA, CCPA Compliance, Risk Management, Vulnerability Resolution, SBOM Modeling
- Reporting & Analytics: Performance Analytics, Custom Dashboards, SLA/KPI Tracking, BCM Metrics, Compliance Reports, Power BI, Tableau, Grafana, SQL
- Solution Design & Implementation: Prototyping, ServiceNow Configuration, Optimizing Performance, Ensuring Best Practices, Reducing Customization
- Testing & Performance Tuning: Regression Testing, Automated Test Framework (ATF), ServiceNow Upgrades, System Cloning, Performance Optimization
- Methodologies & Tools: ITIL Best Practices, Agile (Scrum), SDLC, UAT, E2E Testing, Organizational Change Adoption (OCM), JIRA for Sprint Planning & Backlog Tracking
- Leadership & Collaboration: Stakeholder Management, Training, Cross-Functional Collaboration, Driving Adoption, Documentation, Problem Solving
Certification
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Implementation Specialist –ITSM (CIS- ITSM)
- Certified Implementation Specialist – ITOM (CIS-ITOM)
- Certified Application Developer (CAD)
- Certified Implementation Specialist – Customer Service Management (CIS-CSM)
- Certified Implementation Specialist – Financial Services Operations (CIS-FSO)
- Certified Implementation Specialist – Field Service Management (CIS-FSM)
- Certified Implementation Specialist – Discovery
- ITIL v3 Foundation Certification
Timeline
ServiceNow Developer
Independent Health
02.2024 - Current
Servicenow Developer
Principal Financial Group
04.2023 - 12.2023
Servicenow Developer
Prime Therapeutics
01.2023 - 01.2024
ServiceNow Developer/Admin
Smartcraft Technologies (India) LLP
12.2019 - 10.2022
Bachelors - Computer Science
JNTU Kakinada University