Vamshidhar Reddy Kasala
Dallas
Summary
Results-driven ServiceNow developer with over 8 years of experience in configuring and customizing ITSM, HRSD, CSM, and CMDB solutions. Certified in ServiceNow and ITIL, offering extensive hands-on expertise in implementation, development, and administration, including seamless integrations with platforms such as Workday and Microsoft SCCM. Proficient in JavaScript, jQuery, HTML, and CSS for widget development, with a focus on enhancing user experience through tailored workspaces and widgets. Skilled in leveraging Agile methodologies to deliver impactful solutions that streamline workflows and elevate service delivery across various ITSM processes.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Sr. ServiceNow Developer/Administrator
CGS
09.2024 - Current
- Integrated ServiceNow with Salesforce, Workday, Netsuite, and USPS using REST/SOAP and JDBC via MID Server for seamless data exchange.
- Customized Timesheet Management by building automated PTO validation and contract-based rate calculations at the Time Card level.
- Automated Netsuite data imports for Accounts and Contracts using JDBC data sources and scripted Transform Maps across multiple domains.
- Converted legacy workflows to Flow Designer to modernize automation for Catalog Items, Record Producers, and custom applications.
- Implemented HR Service Delivery (HRSD) including Lifecycle Events and activity sets for automated onboarding and offboarding.
- Architected custom applications from scratch, developing roles, Business Rules, Client Scripts, and Email Scripts tailored to business needs.
- Configured ITBM modules (PPM, Demand, Resource, and Financial Management) to align project tracking with stakeholder goals.
- Enforced platform security by implementing Azure AD SSO, Domain Separation, and complex Access Control Rules (ACLs).
- Developed custom Service Portal widgets, including a MapLookup feature for Field Service Management (FSM) and CSM forms.
- Streamlined ITIL processes for Incident, Problem, and Change Management, including automated state transitions for Release Management.
- Managed Nuvolo Space Management by configuring building floor plans and creating dashboards for occupancy and space metrics.
- Ensured platform stability through peer code reviews, Update Set management, and building Automated Test Framework (ATF) suites.
- Delivered actionable analytics by designing interactive Dashboards and scheduled reports to track organizational KPIs.
- Consulted with stakeholders to gather requirements and provide technical roadmaps that maximized ServiceNow licensing ROI.
ServiceNow Developer
Visa
06.2022 - 09.2024
- Architected and deployed HRSD modules, including HR Case Management, Employee Service Center, and Lifecycle Events to automate onboarding and offboarding.
- Integrated HRSD with Workday and Active Directory, implementing HR Integration Hub and "Journeys" to provide personalized department-specific onboarding.
- Modernized Service Portals using UI Builder, designing custom widgets and transition patterns to move legacy workflows into Flow Designer.
- Developed cross-platform integrations using WSDL for REST/SOAP web services, ensuring seamless data exchange between ServiceNow and external enterprise systems.
- Automated Asset Management and CMDB by configuring ServiceNow Discovery, MID Servers, and Identification & Reconciliation Rules (IRE) to eliminate duplicate CIs.
- Implemented Domain Separation for a Managed Service Provider (MSP) environment, ensuring strict data isolation and security between multiple customer domains.
- Engineered Event Management solutions to monitor infrastructure, configuring event rules to map alerts to CIs for proactive issue resolution.
- Built comprehensive Automated Test Framework (ATF) suites for Incident, Change, Problem, and custom scoped applications to accelerate upgrade cycles.
- Customized SLA Management by developing priority-based Resolution/Response SLAs with complex stop/pause triggers and holiday-aware business schedules.
- Delivered a custom CSM application for the Textile Industry, featuring a custom portal integrated with Okta for automated external user registration.
- Optimized Field Service Management (FSM) by creating specialized catalog items, workflows, and map-based tracking for field technicians.
- Refined Data Integrity by managing complex Import Sets, Data Sources, and Transform Scripts to validate and clean data during large-scale migrations.
- Improved HR operational efficiency by 25% through the automation of repetitive processes using Flow Designer and Integration Hub.
- Collaborated with cross-functional teams (Network, Windows, Asset) to ensure Discovery accuracy for Hardware Asset Management (HAM) projects.
- Empowered stakeholders through the development of real-time HR performance dashboards and custom reports focused on SLA compliance.
ServiceNow Developer/Administrator
JPMC
10.2021 - 05.2022
- Engineered ServiceNow-Workday integrations, utilizing custom XPaths and the Integration Hub to enhance out-of-the-box functionality and streamline data synchronization.
- Developed custom scoped applications for automated Story creation and complex Timesheet Approval workflows to optimize internal development lifecycles.
- Advanced CMDB & Asset Management: Implemented CSDM 4.0 frameworks, utilized CI Class Manager for hierarchical modeling, and established Dependency Views to automate risk assessment in Change Management.
- Discovery & Service Mapping: Configured ServiceNow Discovery and Service Mapping to automate CI population, managing MID Servers and Identification & Reconciliation Rules (IRE) for data integrity.
- HRSD Lifecycle Automation: Deployed HR Case Management and Lifecycle Events for onboarding/offboarding, integrating with Nuvolo for automated office space and asset allocation.
- UI/UX Development: Built dynamic Service Portals using AngularJS, CSS, and HTML, creating custom pages with reusable widgets, icon links, and branded containers.
- GRC & Security Compliance: Configured GRC/IRM modules by creating Entity Filters, mapping Control Objectives, and automating the generation of controls for security compliance.
- ITBM & PPM Implementation: Configured Project Portfolio Management (PPM) and Application Portfolio Management (APM) to align IT investments with business strategy.
- Automated Testing (ATF): Reduced upgrade and development cycles by designing reusable ATF suites, custom test steps, and automated data rollbacks to maintain instance health.
- Nuvolo & AutoCAD Integration: Managed space allocation within Nuvolo Connected Workplace, updating office floor plans via AutoCAD to reflect real-time occupancy.
- Data Governance: Implemented Data Certification processes and created complex Database Views to generate granular reports on Catalog Item variables and SLA performance.
- Advanced Platform Scripting: Developed sophisticated Business Rules, Client Scripts, and UI Policies to resolve performance issues and enforce server-side data integrity.
- Identity Management: Managed LDAP and Active Directory integrations for automated user provisioning, role mapping, and secure access troubleshooting.
- SLA & OLA Engineering: Designed custom SLA definitions with specific business schedules to track Incident and Request fulfillment metrics accurately.
ServiceNow Developer/Administrator
IT Ideology
12.2020 - 09.2021
- End-to-End ITSM Deployment: Designed and configured ITIL-aligned Incident, Problem, and Change Management modules, streamlining workflows to enhance intuitive user experiences.
- Jira Integration: Engineered a bi-directional integration with Jira via Inbound REST API and OAuth 2.0, enabling automated synchronization of Stories and updates across platforms.
- HRSD Lifecycle Management: Developed Onboarding/Offboarding portals utilizing Lifecycle Events to automate employee "To-Do" lists and contact/contract data entry.
- CSM & Service Portfolio Integration: Implemented Customer Service Management (CSM) with custom case workflows and integrated it with Service Portfolio Management (SPM) for visibility into sold products.
- Azure AD SSO: Configured Single Sign-On (SSO) using Microsoft Azure AD without a MID Server to ensure secure and seamless user authentication.
- Service Portal & Catalog Design: Built complex Order Guides, UI Pages, and Catalog Items using UI Scripts, Variable Sets, and Catalog Client Scripts for high-usability request management.
- Domain Separation: Managed a multi-tenant environment by implementing Domain Separation to ensure data isolation and security between different business units or customers.
- Instance Lifecycle Management: Led ServiceNow upgrade activities and managed Cloning processes, including table exclusions and data preservation configurations.
- Custom Application Suites: Built tailored applications for non-IT departments, including Facilities and Travel, to centralize organizational request fulfillment.
- Automated Communication: Designed and implemented multi-channel integration solutions for Email, SMS, and Alerts to improve real-time stakeholder notification.
- Advanced Reporting: Created complex Database Views to join tables and extract granular data on Catalog Item variables for executive-level reporting.
- CMDB & Asset Configuration: Configured the Configuration Management Database (CMDB) and Asset modules to track hardware/software life cycles and manage CI relationships.
- Knowledge Management: Established an enterprise Knowledge Base and Knowledge Portal, creating technical documentation for internal teams and end-user self-service.
- Identity & Access Support: Resolved complex access issues by auditing Active Directory synchronization and ServiceNow user/role tables.
Service Now Admin/Developer
Intraslabs
10.2017 - 08.2019
- Managed Platform Operations: Responsible for the administration and ongoing maintenance of ITSM modules (Incident, Problem, Change) and Service Catalog to ensure high availability and 2025 performance standards.
- Discovery & Service Mapping: Automated IT infrastructure identification by designing and configuring ServiceNow Discovery and Service Mapping, populating the CMDB with real-time CI relationship data.
- Advanced Catalog Customization: Enhanced the Service Catalog by developing dynamic forms, multi-level approval workflows, and bundled catalog items to streamline service request fulfillment.
- Cross-Platform Integrations: Engineered seamless data flows between ServiceNow and third-party enterprise tools, including Jira, Slack, and Salesforce, using REST/SOAP APIs and Integration Hub.
- Quality Assurance & Testing: Conducted exhaustive regression testing for platform upgrades and patches, ensuring zero negative impact on production workflows and core functionalities.
- Instance Optimization: Executed continuous performance tuning and resource optimization to ensure sub-second response times and efficient system utilization.
- Workflow Automation: Developed custom Business Rules and Flow Designer workflows to automate high-frequency manual tasks, such as multi-stage approvals and notification triggers.
- Technical Troubleshooting & Support: Provided expert-level support for complex technical issues, reducing ticket resolution times and facilitating user training sessions to increase platform adoption.
- Community Contribution: Actively participated in the ServiceNow Developer community, sharing best practices and code snippets to foster collaborative innovation.
ServiceNow Administrator
Orient Cements, Birla A1
04.2016 - 09.2017
- Requirements Engineering: Analyzed and translated complex stakeholder requirements into technical specifications within the ITIL framework and industry best practices.
- CI/CD Pipeline Management: Managed application code deployments by pulling Java source code from GitHub and automating pushes to higher environments using Jenkins.
- Workflow Engineering: Developed and maintained advanced workflow components including Forms, Active Links, Filters, Filter Guides, and Escalations for specialized internal applications.
- System Integration: Installed and configured Approval Servers, integrating them into internal applications through the definition of custom roles and rule-based logic.
- Technical Documentation: Authored comprehensive project lifecycle documentation, including Functional and Detailed Design Documents, Data Flow Diagrams, and Entity Relationship (ER) models.
- Data Migration: Leveraged Transform Maps to manage data imports and maintain integrity across multiple internal project databases.
- Reporting & Analytics: Designed and scheduled mission-critical Crystal Reports, providing real-time visibility into SLA performance and monthly operational metrics.
- Application Customization: Led the enhancement and customization of Helpdesk applications to align with Support Center departmental workflows and business goals.
- Project Oversight: Managed technical delivery for diverse internal systems, including Time Tracking, Problem Tracking, and the Common Request System.
Education
Master of Science - Computer Science
Rivier University
New Hampshire01.2019
Bachelor of Science - Computer Science
Jawaharlal Nehru Technological University
Hyderabad, India01.2016
Skills
- Platform Development & Scripting: Expert in ServiceNow development using JavaScript, Jelly, and AJAX to build Scoped Applications, Business Rules, Client Scripts, and Data Policies
- Integration & Security: Proficient in architecting REST/SOAP integrations via IntegrationHub, configuring SAML/SSO, and managing LDAP/Active Directory for secure enterprise connectivity
- ITSM & ITBM Excellence: Specialized in ITIL-aligned processes including Incident, Problem, Change, and Asset Management, alongside Project Portfolio Management (PPM) and SLA configuration
- UI/UX & Portal Design: Advanced skills in Service Portal design using HTML5, CSS3, and Custom Widgets, with a focus on creating intuitive user experiences and dynamic dashboards via Performance Analytics
Certification
- ITIL V3 Foundations Certified.
- Certified System Administrator.
- Certified Application Developer.
Timeline
Sr. ServiceNow Developer/Administrator
CGS
09.2024 - Current
ServiceNow Developer
Visa
06.2022 - 09.2024
ServiceNow Developer/Administrator
JPMC
10.2021 - 05.2022
ServiceNow Developer/Administrator
IT Ideology
12.2020 - 09.2021
Service Now Admin/Developer
Intraslabs
10.2017 - 08.2019
ServiceNow Administrator
Orient Cements, Birla A1
04.2016 - 09.2017
Master of Science - Computer Science
Rivier University
Bachelor of Science - Computer Science
Jawaharlal Nehru Technological University