VK Ja
Summary
10+ years of deep experience designing, building, and managing ServiceNow platforms across ITSM, ITBM, ITAM, and custom enterprise solutions. Hands-on expertise with core ServiceNow components: Business Rules, Script Includes, Client Scripts, Catalog Items, UI Policies, Workflows, Flow Designer, ACLs, SLAs, Scheduled Jobs, Notifications, Reports, Dashboards, Widgets, and Service Portal. Extensive experience integrating ServiceNow with external systems using Scripted REST APIs, SOAP, Integration Hub, and MID Servers. Delivered scalable, secure solutions for HR, Finance, and IT Operations. Led multiple end-to-end platform upgrades (Kingston to Rome), resolving pre- and post-upgrade issues and ensuring minimal downtime. Architected and deployed Scoped Applications, custom tables, and reusable Flow Designer actions for HR, Facilities, and Project Management. Skilled in maintaining CMDB integrity, building automated discovery rules, and configuring CI relationships for better asset visibility and governance. Proficient in Agile delivery models, sprint planning, story estimation, grooming, and CI/CD practices including update set management and instance cloning. Strong performance tuning and instance governance background—optimized slow scripts, monitored long-running transactions, and ensured compliance with platform best practices. Certified ServiceNow System Administrator with multiple micro-certifications across ATF, Flow Designer, Integration Hub, and HR Integrations.
Overview
13
13
years of professional experience
1
1
Certification
Work History
ServiceNow Technical Lead Developer
Tata Consultancy Service
12.2023 - Current
- Developed custom Script Includes to standardize reusable server-side logic across multiple business rules and integrations.
- Built Scoped Applications for HR and Facilities Management with custom tables, APIs, and role-based access.
- Designed custom Flow Designer actions for reusability across ITSM workflows.
- Implemented dynamic filters and reference qualifiers to simplify form usability and data integrity.
- Used Delegated Development to streamline team collaboration while protecting global configurations.
- Created Data Policies and UI Policies to enforce client-side field behavior across forms and catalog items.
- Acted as a technical point of contact for stakeholders; gathered requirements, managed backlog, led sprint grooming.
- Designed and deployed integrations via Integration Hub, REST/SOAP APIs, and MID Servers.
- Owned production deployments—managed update sets, staging dry runs, and rollback strategies.
- Automated instance cloning and sandbox refresh activities; replicated production in staging.
- Led code reviews, enforced ServiceNow best practices, mentored developers.
- Migrated service catalogs and portals during instance consolidation projects.
- Installed plugins across sub-prod/prod instances per business needs.
- Implemented playbooks and automation to streamline ticket triaging and reduce incident volume.
- Managed major instance upgrades (Rome, San Diego), including pre/post-upgrade fixes.
ServiceNow Lead Developer
Infosys
Malvern
12.2020 - 12.2023
- Created reusable Catalog Client Scripts and UI Policies to reduce duplication across catalog items.
- Built notification templates and event triggers for real-time updates on P1/P2 incident escalations.
- Developed custom Scheduled Jobs for routine maintenance and batch data cleanup.
- Created dynamic reference qualifiers and GlideAjax calls to enhance catalog item performance.
- Maintained custom ACLs for scoped app modules to ensure secure and granular access control.
- Designed complex catalog item workflows using Flow Designer, Subflows, and Decision logic.
- Designed complex workflows for Change Management, Request Fulfillment, SLAs.
- Configured ServiceNow Access Controls (ACLs) to restrict unauthorized CI modifications.
- Built scripted integrations using Scripted REST APIs; handled data transformations and error logging.
- Rebuilt and translated Service Portals for multilingual use (Spanish, Portuguese).
- Automated asset imports and CMDB updates from UAT to PROD environments.
- Modified over 4000 assignment groups via scripts.
- Created a custom application from scratch and developed responsive widgets for all device types.
- Delivered custom escalation email templates triggered by user time zone and urgency.
ServiceNow Developer
Genpact
Chicago
10.2017 - 09.2019
- Created Performance Analytics indicators and dashboards for Change and Incident metrics.
- Developed custom Client Scripts and GlideRecord queries for real-time form updates.
- Built a UI Page and Widget to allow managers to search and update project assignments from the Service Portal.
- Conducted code walkthroughs and documentation for integration payload structures and error handling.
- Worked on customizing Knowledge Management templates and workflows for department-specific needs.
- Developed Notification Conditions and Inbound Email Actions for multi-department incident routing.
- Developed and maintained workflows, Client Scripts, UI Policies, Business Rules for ITSM modules.
- Built REST APIs to support external building lookup services.
- Integrated external tools and services using Scripted REST APIs; validated payloads and status codes.
- Created transform maps for CMDB imports; maintained consistent data hygiene.
- Unit tested using Postman; implemented ATF for automated regression testing.
- Delivered test cases and documentation for all integrations.
ServiceNow Developer/Administrator
T2M Consulting
Edison
06.2015 - 09.2017
- Customized ServiceNow forms using Dictionary Overrides and Form Layout changes per user roles.
- Automated approvals using Flow Designer with dynamic approvers fetched via Script Includes.
- Implemented Data Sources and Transform Maps for importing vendor asset files into CMDB.
- Enhanced Service Portal with additional widgets for ticket status tracking and FAQ navigation.
- Built and managed Script Actions for real-time task escalation based on SLA thresholds.
- Maintained business rules to enforce data integrity on asset check-in/check-out processes.
- Built complex Service Catalogs with multi-variable sets and dynamic UI controls.
- Handled user access issues tied to AD and LDAP syncs.
- Managed full lifecycle of catalog item development—requirements, scripting, testing, and deployment.
- Helped prioritize and coordinate sprint work across distributed teams.
- Developed and maintained the Self-Service Portal to streamline user interactions with IT services.
- Worked on Import Sets and transform maps for large data loads into ServiceNow.
ServiceNow Administrator
Hewlett Packard
Bangalore
06.2012 - 12.2013
- Developed UI Actions for quick actions like 'Reassign to Self', 'Escalate to Manager' on Incident and Change forms.
- Used GlideAggregate to generate real-time reporting for executive dashboards.
- Created custom Reports and Performance Analytics widgets to monitor SLA trends.
- Wrote Business Rules for auto-assignment based on location and incident category.
- Implemented Role Management strategy by streamlining redundant user-role mappings.
- Maintained MID Server and validated its communication for discovery and orchestration.
- Created over 5,000 users and provisioned roles/access as needed.
- Built and scheduled workflows for recurring IT tasks and approvals.
- Automated common AMOS tasks—cut manual work by 40%, ticket volume by 30%.
- Maintained Incident, Problem, and Change modules based on ITIL standards.
- Created email notifications, SLA definitions, dashboards, and reports.
- Conducted UAT and QA testing; documented business and technical procedures.
Education
Bachelor’s - information technology
Jawaharlal Nehru Technological University
India06.2012
Skills
- ITSM (Incident, Problem, Change, Request)
- CMDB and asset management
- Service catalog and portal
- SLA management
- Knowledge management
- Discovery and MID Server
- Scoped applications
- Business rules, script includes, client scripts
- Flow Designer, subflows, scheduled jobs
- GlideRecord, GlideAjax, UI Policies, UI Actions
- Scripted REST APIs, inbound/outbound integrations
- ACLs and role management
- Form design, views, notifications
- Import sets and transform maps
- Plugin installation and instance upgrades
- Automated Test Framework (ATF)
- Postman (API testing), JIRA
- Integration Hub, LDAP, SSO, OKTA
- JavaScript, HTML, XML
- Agile/Scrum, ITIL, and Git
- Waterfall
- Agile methodologies
- API integration
- Workflow automation
- Incident management
Certification
- Certified ServiceNow System Administrator
- Micro Certification - Automated Test Framework
- Micro Certification - Flow Designer
- Micro Certification - Integration Hub
- Micro Certification - HR Integrations
- Responsible Conduct of Research
Honors And Awards
- Spotlight Award from Vanguard.
- Global Scholar Awards from Infosys.
- Stock Award from Hewlett Packard.
Domain Knowledge
- Insurance
- Financial
- Technology
- Healthcare
Timeline
ServiceNow Technical Lead Developer
Tata Consultancy Service
12.2023 - Current
ServiceNow Lead Developer
Infosys
12.2020 - 12.2023
ServiceNow Developer
Genpact
10.2017 - 09.2019
ServiceNow Developer/Administrator
T2M Consulting
06.2015 - 09.2017
ServiceNow Administrator
Hewlett Packard
06.2012 - 12.2013
Bachelor’s - information technology
Jawaharlal Nehru Technological University