Sushanth Pamidi
ServiceNow Developer
Bloomington,IL
Overview
4
4
years of professional experience
1
1
year of post-secondary education
Work History
ServiceNow Developer/Admin
State Farm
Bloomington, IL
08.2023 - Current
- Gathered requirements from stakeholders to develop Service Catalog items and ensure alignment with business needs and ITIL v3 standards
- Advised on ITIL v3 methodologies to ensure alignment with industry best practices on the ServiceNow platform
- Attended review and project meetings to analyze Business Requirements and Functional Specifications, facilitating collaboration across teams
- Configured and customized Help Desk and various modules within ServiceNow, improving operational efficiency
- Led the creation of buttons and context menus on forms and lists using UI Actions to enhance user interaction and workflow efficiency
- Developed and maintained API and data integration processes between ServiceNow and other services to facilitate data exchange and system interoperability
- Configured SLAs according to business requirements to ensure service delivery standards and maintain alignment with service goals
- Designed, developed, and implemented custom ServiceNow applications, workflows, and integrations to enhance IT and business operations
- Strong experience with ServiceNow ITSM (Incident, Change, Problem Management), ITOM (CMDB, Discovery, Asset Management), SecOps, and Service Portal
- Hands-on experience with ServiceNow modules including CSM, SPM, EA, HAM
- Built and managed a strong pipeline of prospective clients in the ServiceNow ecosystem
- Proactively identified and pursued new business opportunities (hunting new logos) to drive revenue growth
- Assisted with ServiceNow platform administration, including user management, role assignments, and access control
- Configured, customized, and maintained the ServiceNow GRC module, including Policy and Compliance, Risk Management, and Audit Management
- Expert in ServiceNow ITSM modules (Incident, Request, Problem, Change, Knowledge, Asset, Service Catalog, and Service Portal Configuration)
- Strong experience in ServiceNow ITOM (Discovery, Service Mapping, Event Management, Orchestration, Operational Intelligence, Cloud Management, and Release Automation)
- Extensive hands-on experience in developing complex catalog items using ServiceNow Service Catalog, Workflows, UI Policies, and Business Rules to streamline request fulfillment
- Deep expertise in Service Portal customization—developing custom widgets, pages, and UI scripts to enhance user experience
- Proficient in ServiceNow scripting using JavaScript, jQuery, HTML/CSS, Apache Jelly, AngularJS, and Glide API for workflow automation
- Skilled in managing Update Sets, Code Promotion, System Cloning, Data Preservers, and Excluded Tables, ensuring smooth version control and deployment
- Experience with ServiceNow CMDB (Configuration Management Database) implementation & support, optimizing asset tracking and IT infrastructure management
- Worked on integrations between ServiceNow and third-party tools like Tanium, Jira, and ThousandEyes using REST, SOAP, and MID Server-based integrations
- Hands-on experience in ITIL-based Service Transition processes, ensuring smooth deployment of new and modified services with comprehensive documentation
- Experienced in troubleshooting, performance tuning, and root cause analysis (RCA) for ServiceNow and infrastructure components
- Environment: ServiceNow, ITILv3, CMDB, ITSM, ITOM, ITAM, GRC, DevOps, Jenkins, Git, ansible, Terraform, Business Rules, Script Includes, Ajax, jQuery, JavaScript, Jelly scripts, UI Actions, UI Policies, Service Catalog, Incident Management, Problem Management, Service Level Management, REST API, SOAP, JDBC, SQL
Associate ServiceNow Developer
Infosys Ltd
Hyderabad, India
01.2021 - 07.2022
- Identified opportunities for process improvements and automation within ServiceNow workflows and modules
- Configured and customized ServiceNow applications such as Incident Management, Change Management, Service Catalog, and Service Portal to meet specific business requirements
- Implemented enhancements based on feedback from stakeholders to optimize user workflows and system usability
- Ensured compliance with regulatory standards and internal policies by configuring ServiceNow governance, risk, and compliance (GRC) modules
- Developed controls, policies, and workflows to support audit processes and maintain data integrity
- Developed and customized mobile applications within the ServiceNow platform using Mobile Studio to extend service delivery and accessibility to mobile users
- Optimized user interfaces and workflows for mobile devices to enhance usability and responsiveness
- Developed and optimized client-side and server-side scripts, including UI Policies, UI Actions, Business Rules, Script Includes, and Scheduled Jobs to automate workflows and enforce business rules
- Integrated ServiceNow with cloud environments such as Amazon Web Services (AWS) using service accounts, APIs, and cloud automation to improve IT service management workflows
- Implemented custom CI classes, relationships, and attributes in the Configuration Management Database (CMDB) to support accurate and comprehensive IT asset and service management
- Managed CMDB data reconciliation, normalization, and enrichment processes to ensure data accuracy and completeness for IT operations and decision support
- Integrated ServiceNow with external systems and applications using web services (REST API, SOAP), MID Server, JDBC, and other integration methods
- Configured and managed GRC modules within ServiceNow to support compliance initiatives, risk management, and audit processes
- Developed automated workflows, notifications, and approvals, improving operational efficiency and reducing manual efforts
- Implemented security best practices within ServiceNow, ensuring compliance with IT security policies and governance standards
- Strong understanding of enterprise IT infrastructure components (servers, networks, storage, data centers, and virtualization technologies)
- Proficient in IT Service Management (ITSM) principles and ITIL framework—actively working towards or possessing an ITIL certification
- Serves as a mentor and trainer for junior ServiceNow administrators and developers, fostering skill development
- Works closely with business units to translate technical requirements into scalable ServiceNow solutions
- Provides 24x7 support for critical ServiceNow incidents and problem management, ensuring minimal downtime
- Effectively communicates complex technical concepts to non-technical stakeholders, enabling smooth collaboration between IT and business teams
- Experience working in Agile/Scrum environments, contributing to sprint planning, backlog grooming, and iterative development
- Environment: ServiceNow, ITSM, ITOM, ITAM, CMDB, Business Rules, Script Includes, Ajax, jQuery, JavaScript, Jelly Scripts, UI Actions, UI Policies, REST API, SOAP, JDBC, SQL, AWS Integration, Mobile Studio, DevOps (CI/CD pipelines), ServiceNow Performance Analytics, Update Sets, Data Normalization, Reporting and Dashboards
ServiceNow Intern
Cognizant technologies
Chennai, India
06.2020 - 11.2020
- Configured various ServiceNow modules including Incident Management, Change Management, Problem Management, Service Catalog, CMDB (Configuration Management Database), ITAM (IT Asset Management), ITOM (IT Operations Management), and Reporting
- Implemented and customized workflows, forms, and business rules within these modules to align with organizational processes and improve operational efficiency
- Established bidirectional data synchronization and automated processes between ServiceNow and cloud platforms to facilitate seamless IT operations
- Configured ServiceNow Discovery and Service Mapping to automate IT asset and service discovery, populate the CMDB with accurate data, and troubleshoot discovery issues
- Developed server-side scripts, script includes, client-side scripts, UI actions, and business rules using JavaScript to automate tasks, enforce business logic, and improve system functionality
- Aligned ITSM processes with ITIL best practices, optimizing workflows and ensuring high-quality service delivery, while maintaining system integrity and security across platforms
- Proven ability to work independently, take initiative, and drive projects to completion in a fast-paced Agile environment
- Excellent communication and teamwork skills, effectively collaborating with cross-functional teams
- Experience in escalation management, ensuring timely resolution of critical issues and seamless platform operations
- Ability to translate technical issues into clear, understandable terms for clients and team members
- Strong interpersonal and collaboration skills, successfully working with cross-functional teams to implement IT solutions
- Environment: ServiceNow, ITAM, ITOM, Incident Management, Change Management, Problem Management, Service Catalog, CMDB, SOAP, REST API, JavaScript, Perl, PowerShell, LDAP, AngularJS, CSS, SQL
Summary
Versatile developer with over 4 years of leveraging software engineering and implementing new technologies to maximize development efficiency. Conducting extensive market and consumer research to translate into application features. Acquiring and applying new complex technology concepts in short period of time.
Education
Master of Science - Computer Science
Southeast Missouri State University
Cape Girardeau, MO 08.2022 - 12.2023
Skills
- Demand management
- Problem management
- JavaScript programming
- Report generation
- Workflow configuration
- Release management
- Performance analytics
- Asset management
- Dashboard creation
- RESTful apis
- Training and mentoring
- Technical documentation writing
- Cloud computing
- Agile project management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridImportant To Me
Company CultureWork-life balanceTimeline
ServiceNow Developer/Admin
State Farm
08.2023 - Current
Master of Science - Computer Science
Southeast Missouri State University
08.2022 - 12.2023
Associate ServiceNow Developer
Infosys Ltd
01.2021 - 07.2022
ServiceNow Intern
Cognizant technologies
06.2020 - 11.2020
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