Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Venkateshwar Kandula

Summary

ServiceNow Certified Developer/Implementation Specialist with 9 years of IT industry experience, specializing in ServiceNow modules including ITSM, SPM, CSM, HRSD, CMDB, and ITAM. Proficient in managing CMDB Configuration Items, ensuring data accuracy and compliance through advanced scripting and integration techniques. Experienced in integrating ServiceNow with third-party tools via REST, SOAP and Integration Hub. Skilled in implementing Virtual Agent, Agent Workspace, and chatbots. Hands-on expertise with App Engine Studio, UI Builder, and Automation Test Frameworks (ATF). Adept at diagnosing performance issues, managing version upgrades, and creating detailed technical documentation. Proven ability to communicate effectively with clients, support end-users, and lead project initiatives both independently and in team settings.

Overview

9
9
years of professional experience
1
1
Certification

Work History

ServiceNow Lead Developer

Fannie Mae
Virginia
01.2023 - Current
  • Customized and implemented ITSM modules, including Service Catalog, Change Management, Incident Management, Problem Management, and Knowledge Management, to meet client requirements while preserving Out of Box functionality
  • Managed multiple integrations with third-party applications such as TDM and IAG
  • Handled HRSD modules including Case Management, HR Profiles, and ESS Portals
  • Extensively developed visibility rules for catalog items and requested items using User Criteria, ACLs, and Query Business Rules
  • Integrated HRSD with ITSM modules and third-party systems to ensure seamless HR operations and data consistency
  • Worked on HR Criteria, assignment rules, checklists, fulfillment instructions, and client role assignments
  • Developed custom reports, dashboards, and KPIs to offer insights and metrics related to HR services and business processes
  • Utilized SOAP and REST Web Services for integrating different instances
  • Created Scheduled Jobs to execute scripts and import data using Scheduled Transform Maps
  • Developed various scripts including Client Scripts, Business Rules, Script Includes, UI Scripts, and UI Policies
  • Employed Jelly Scripting for creating UI Pages and UI Macros
  • Implemented Incident, Problem, Change, and Knowledge Management functionalities
  • Participated in the Core Setup implementation, including Knowledge, Business Services, Self-Service, and user data
  • Implemented end-to-end Service Catalog, including creating new record producers and designing new pages
  • Executed various ServiceNow customizations based on client needs
  • Handled the implementation and maintenance of Business Rules, Client Scripts, and UI Policies
  • Worked with workflows using the ServiceNow Workflow Editor
  • Defined workflows for Service Catalog items, Approvals, and Dynamic Tasks in ServiceNow
  • Implemented system security through ACLs and Roles
  • Designed various workflows for Change Management
  • Customized table forms using UI Policies, Client Scripts, and UI Actions
  • Created customized home pages for Admins, ITIL users, and other roles.

ServiceNow Lead Developer

Axalta Coating Systems
PA
11.2020 - 12.2022
  • Implemented ITBM (SPM - Strategic Portfolio Management) - PPM modules for Idea (Innovation Management), Demand, Resource Management, and Project Management
  • Implemented Custom Applications and Application Portfolio Management
  • Worked on SPM - Team Spaces implementations and Integrations with Salesforce
  • Worked on SPM - Timecards ,Resource Management implementation, Idea portal customizations, project console enhancement, PMO and Timesheet Dashboards
  • Worked on Reports, Dashboards & Home Pages as per the requirements
  • Implemented ITAM (SAM Pro - Software Asset Management) and HAM for the client.
  • Analyzing client software licenses and usage using Discovery
  • Normalized multiple software products discovered at enterprise level according to ServiceNow suggestions and product websites, using SAM.
  • Developed custom software solutions as required through scripting and software development.
  • Expertise with SAM process design ,publisher onboarding and Software License Compliance
  • Administered and customized ServiceNow ITAM module to support organization-wide asset management goals.
  • Coordinated with stakeholders to define asset management requirements and developed corresponding ServiceNow solutions
  • Analyzed asset data to identify trends and opportunities for cost savings and efficiency improvements
  • Led the integration of Service Now ITAM with other ITSM modules, such as Incident and Change Management, ensuring seamless asset-related operations
  • Developed custom reports and dashboards to monitor asset utilization, compliance, entitlement baseline software published, performance, leading to actionable insights and informed decision-making
  • Configured Discovery and set up MID Servers, verifying their connectivity and performance.
  • Worked on End-to-End implementation of CMDB CI and Asset management
  • Worked on migration to import data from other applications and external databases
  • Extensive research on the life cycle of software products and designing a better way of versioning they based on Service Now software models
  • Worked on configuration of groups, roles, reclamation, notifications and forms
  • Worked on Scoped Application, Building Catalog Items & Record Producers
  • Implemented CSM by configuring case types, CSM portal, importing data into various tables, virtual agent, and agent workspaces.
  • Worked on creation of Virtual Agent topics from scratch and customizing existing topics as per the client requirement
  • Worked on Implementation of Teams Integrations with Virtual Agent, NLP, NLU and Agent Workspace
  • Worked on implementation of multi languages for Virtual Agent, NLU & Chat Bot
  • Create Workflow for catalog items and record producers
  • Experience in working with the workflows using Flow Designer, Service Now workflow editor
  • Created Reports, Dashboards, Email Notification, and Inbound Email Notifications
  • Created UI Actions, Business Rules, Script Includes and Client Scripts extensively using Glide Forms, Glide Records, Glide AJAX and Glide System
  • Implemented Data Sources and created transform maps to import the data into ServiceNow from different data sources
  • Used SOAP and REST Web services for integrating Different Instances
  • Created Schedule Jobs to run scripts and import data by running Scheduled transform map
  • Used Jelly Scripting for Creating UI Pages and UI Macros.

ServiceNow Developer/Admin

Deloitte
01.2019 - 11.2020
  • Served as the lead developer for ITSM , ITBM (SPM )and Service Portal implementations for Deloitte France & SEA
  • Implemented ITBM (SPM) - PPM modules including Idea Management, Demand Management, and Project Management across various regions
  • Customized ITSM modules such as Service Catalog, Change Management, Incident Management, Problem Management, and Knowledge Management to meet client requirements while maintaining Out of Box functionality
  • Developed Scripted REST APIs for integrating various third-party tools
  • Led the implementation of ServiceNow HRSD modules, including Case Management, HR COE, and ESS Portals, to enhance HR service efficiency and employee satisfaction
  • Managed HR Criteria, assignment rules, checklists, fulfillment instructions, and client role assignments
  • Customized the ESS Service Portal for the France and New Zealand regions
  • Designed and developed integrations between ServiceNow Integration Hub and third-party systems such as Workday and Payroll, employing custom APIs.
  • Worked extensively on visibility rules for catalog items and requested items using User Criteria, ACLs, and Query Business Rules
  • Developed visibility rules for Asset modules using Query Business Rules
  • Utilized SOAP and REST web services for integrating different instances
  • Created Scheduled Jobs to execute scripts and import data using Scheduled Transform Maps
  • Developed various scripts including Client Scripts, Business Rules, Script Includes, UI Scripts, and UI Policies
  • Used Jelly Scripting to create UI Pages and UI Macros
  • Implemented Incident, Problem, Change, and Knowledge Management modules
  • Contributed to the implementation of Core Setup including Knowledge, Business Services, Self-Service, and user data
  • Worked on end-to-end Service Catalog implementations, including the creation of new record producers and the design of new pages
  • Handled various ServiceNow customizations based on client requirements
  • Implemented and maintained Business Rules, Client Scripts, and UI Policies
  • Gained experience working with workflows using the ServiceNow Workflow Editor
  • Defined workflows for Service Catalog items, Approvals, and Dynamic Tasks in ServiceNow
  • Implemented system security through ACLs and Roles
  • Designed and developed workflows for Change Management
  • Customized table forms using UI Policies, Client Scripts, and UI Actions
  • Created various home pages for Admins, ITIL users, and other roles.

ServiceNow Developer

HCL Technologies
Hyderabad, India
05.2015 - 01.2019
  • Worked on ITSM modules including Change Management, Incident Management, Service Catalogs, and Problem Management to customize features according to client requirements while maintaining Out of Box functionality
  • Developed reusable workflows for catalog items to optimize system performance
  • Designed workflows for automating approval processes, task creation, and advanced workflows using Run Scripts
  • Created change management workflows from scratch based on client needs
  • Ensured application security through the creation of Roles and ACLs
  • Managed the creation and handling of Incidents and Service Requests, including initial ticket analysis and assignment to L2/L3 or other service lines as appropriate
  • Tracked incidents from initiation to resolution, providing timely updates to the business
  • Served as the primary point of contact for application issues and outages, facilitating communication between Business and Technology Teams
  • Estimated efforts for software change requests and enhancements
  • Conducted Incident and Problem Management activities
  • Reviewed SLA performance and recommended corrective actions
  • Followed up on escalations and issues with clients and management
  • Prepared outage reports
  • Performed and communicated daily health checks to management across clients
  • Published new incidents in the Problem Management report and updated the Known Error Database and Root Cause Analysis reports
  • Created custom notifications to support expiring Service Accounts and Certificates
  • Managed ServiceNow CSDM & CMDB data through Web Services, scheduled imports and exports, and transform maps
  • Created and implemented Data Sources and transform maps to import data into ServiceNow from various sources
  • Developed workflows for catalog items and record producers
  • Gained experience in working with workflows using the ServiceNow Workflow Editor
  • Customized reports, email notifications, and inbound email notifications comprehensively
  • Created inbound actions to generate Incidents and various RITMs
  • Developed UI Actions, Business Rules, Script Includes, and Client Scripts extensively using Glide Forms, Glide Records, Glide AJAX, and Glide System
  • Exhibited strong verbal and written communication skills, with substantial experience in client interaction, end-user support, requirements gathering, and solution analysis
  • Provided analysis and resolutions for production issues related to the ServiceNow platform within Service Level Agreements.

Education

Bachelor's - Computer Science Engineering

JNTU Hyderabad

Skills

Modules:

  • ITSM
  • SPM
  • CSM
  • HRSD
  • CMDB
  • ITAM

Platform Skills:

  • Client Scripts
  • UI Actions
  • Business Rules
  • Access Controls (ACLs)
  • Script Includes
  • Scheduled Jobs
  • Workflows
  • Flow Designers
  • Script Actions
  • Email
  • App Engine Studio
  • UI Builder
  • Now Create
  • Catalog Builder

Integration:

  • Integration Hub
  • REST
  • SOAP
  • Mid Server

Programming & Scripting:

  • JavaScript
  • PowerShell
  • Jelly Script
  • HTML 5
  • CSS 3
  • XML
  • AngularJS

Software Methodologies:

  • Scrum
  • Agile
  • Waterfall

Databases:

  • MySQL
  • SQL
  • PL/SQL

Certification

  • Certified System Administrator
  • Certified Application Developer
  • Certified Implementation Specialist -ITSM
  • Certified Implementation Specialist -SPM (PPM)
  • Micro-Certification - Performance Analytics
  • Micro-Certification - Virtual Agent
  • Micro-Certification - Flow Designer
  • Micro-Certification - Service Portal

Timeline

ServiceNow Lead Developer

Fannie Mae
01.2023 - Current

ServiceNow Lead Developer

Axalta Coating Systems
11.2020 - 12.2022

ServiceNow Developer/Admin

Deloitte
01.2019 - 11.2020

ServiceNow Developer

HCL Technologies
05.2015 - 01.2019

Bachelor's - Computer Science Engineering

JNTU Hyderabad

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Venkateshwar Kandula