Karthik Kumar Reddy

Servicenow Developer
nkkreddy0320@gmail.com
+91- 7386689420
PROFESSIONAL SUMMARY

 5+ years of extensive experience in Service - Now working with different modules such as Incident
Management, Service Catalog, Problem Management, Change Management, Project Management,
CMDB, Service Portal and Custom Application Development.
 Wide range of implementation experience with many global clients in the Service Now suite
development including SOAP/REST integration, Discovery, Service Catalogs, Business Rules, Update
sets, Workflow.
 Supporting Power Shell Scripting in workflows. Working experience of various phases of Software
Development Life Cycle (SDLC) such as Design, Code Construction and Testing Methodologies and
good working knowledge on Software Development Methodologies like RUP, Agile Scrum, Waterfall,
and V-model.
 Web development experience with HTML, JavaScript, and CSS, working with different aspects of Web
Services likes WSDL
 Good experience in application development using Java/J2EE, JSP, Struts and spring. Experience in
Service Portal, Content Management System (CMS) on widgets, Sites and Layouts using UI Macros,
Navigation Menus, UI Pages, UI Scripts and Jelly Scripting.
 Hands on experience on various IT Services of Service-Now tools like SLM, SCRUM, Configuration
Management Database, Asset Management, Content Management, Incident and Problem
Management, Knowledge Management, Service-Now Administration, Reporting, Integration with
Web Services.
 Immense knowledge about the concepts like LDAP, MID Servers, Workflow administration, Reporting,
Form/UI configurations, Notifications, data imports, custom scripting.
 Familiar with the concepts of CMDB and Asset Management Services: Business Services and
Configuration item relationships.
 Administration and Production support in ServiceNow environments.  Implementation experience
and functional knowledge of ITSM and ITIL frameworks.
 Experience with rational databases such as MS SQL, Oracle.
 Knowledge and experience to deliver end-to-end methodologies within ServiceNow, which includes
architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and
prioritizing development effort, interfacing with vendors and management, and coordinating effort of
administrators.
 Possess strong interpersonal and excellent communication skills, ability to work independently as well
as in a team, easily adaptable to changing environments.
 Experience in Service Management tools such as BMC Remedy, HP SM, and BMC Remedy on Demand.
Experience in integrating ServiceNow with other IT systems, implementation of Discovery on remote
desktops and developing code for the mid-tier servers.
 Experience working in Software as a Service (SaaS) environment.  Working experience on Glide Ajax,
Glide Record.
 Good experience in application development using Java/J2EE, Microsoft .NET
TECHNICAL SKILLS
ITSM Tools Service-Now, BMC Remedy, HP Service Desk, ITSM Suite
Programming Languages Java, JavaScript, SQL
Scripting Libraries jQuery, JavaScript, Angular
Databases Oracle MYSQL
Web Technologies HTML, XML, CSS, Ajax, HTTP.

PROFESSIONAL EXPERIENCE
 Currently working in HCL under the Payroll of Creative Softech private limited as a Servicenow
Developer from Jun 2018 to Till Date
Client: HSBC Bank
Project Title: ServiceNow ITSM and ITOM Implementation for Banking Domain
Role: Senior ServiceNow Developer
Objective: T
  he objective of this project was to implement both the IT Service Management (ITSM) and IT
Operations Management (ITOM) modules of the ServiceNow platform in a banking environment. The
goal was to enhance IT service delivery, streamline IT operations, and ensure compliance with
industry regulations.
Key Responsibilities & Contributions:
 As a Senior ServiceNow Developer with extensive experience, your key responsibilities and
contributions included:
 Collaborating with Business Analysts to gather in-depth requirements from the banking domain and
translate them into technical solutions.
 Customizing and configuring ITSM modules such as incident, problem, change, and asset management
to align with the specific needs of the banking industry.
 Implementing ITOM modules, including Discovery, Event Management, and Service Mapping, to
provide end-to-end visibility into IT infrastructure and services.
 Developing and maintaining complex workflows, business rules, client scripts, and UI policies to
automate and optimize IT processes and workflows.
 Designing and implementing integrations between ServiceNow and existing banking systems using
RESTful APIs for data synchronization and sharing.
 Collaborating closely with IT Operations Experts to design and implement efficient and accurate
Discovery processes for infrastructure and application mapping.
 Leading efforts to configure Event Management to proactively identify and address IT incidents,
minimizing business impact.
 Coordinating with other ServiceNow Developers to manage and optimize the ServiceNow MID Server
infrastructure for secure and reliable data collection.
 Participating actively in code reviews, ensuring adherence to best practices, coding standards, and
documentation requirements.
 Providing technical mentorship to junior developers and assisting them in solving complex technical
challenges.
 Performed the task of using Discovery to load configuration information to CMDB.
 Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.
 Configured ServiceNow discovery and orchestration
 Performs integrations and process automation using ServiceNow Orchestration. Responsible for the
implementation of ServiceNow ITSM suite, Discovery, CMDB, Event Management, Service
Watch/Service Mapping.
 Worked on Orchestration to automate the top and frequently used service requests.
 Integrated service watch with monitoring solutions. Worked on Service Mapping to define business
services, troubleshoot the discovery and mapping process as well as create new discovery patterns.
 Experienced in Service Now Event Management by configuring Event Mapping Rules, Event Transform
Rules, Alert Rules, Incident Templates.
 Worked on Discovery and set up mid servers and check for the connectivity, Became an expert in
troubleshooting Discovery tool.
 Installed and configured collectors configured credentials and built service watch dashboards in
Service watch.
 Worked on Business Service mapping and wrote scripts in the sensors to map CI's so that the end user
can have a graphical representation of CI's and their relationship through BSM.
 Identify and document functional needs, technical requirements, specifications, project scope, project
plans, and test plans for assigned projects.
Project #2
Client: Varian Medical Systems
Project Title: Transformation of Medical Device Management with ServiceNow ITSM and ITOM
Role: ServiceNow Developer
Objective:
 The project aimed to revolutionize medical device management by leveraging ServiceNow's ITSM and
ITOM capabilities. The objective was to elevate incident resolution, optimize IT operations, and ensure
seamless management of medical devices while complying with healthcare regulations.
Key Responsibilities & Contributions:
 As a Senior ServiceNow Developer with substantial experience, your key responsibilities and
contributions included:
 Collaborating closely with Business Analysts and Medical Device Specialists to comprehensively
understand the unique requirements and complexities of the medical device’s domain.
  Leading the enhancement and customization of ITSM modules, aligning incident, problem, change,
and asset management processes with the intricacies of medical device management.
 Spearheading enhancements to ITOM modules, including Discovery, Event Management, and Service
Mapping, to provide holistic visibility into the medical devices IT ecosystem.
 Developing advanced workflows, business rules, client scripts, and UI policies to automate and
optimize incident and change management processes tailored to medical devices.
 Designing and executing robust integrations between ServiceNow and vital medical device databases,
Electronic Health Record (EHR) systems, and other healthcare applications.
 Collaborating closely with IT Operations Specialists and Medical Device Specialists to establish refined
processes for managing medical device-related incidents, changes, and events.
 Leading efforts to configure Event Management for proactive identification and resolution of IT
incidents impacting medical device operations.
 Providing mentorship to junior ServiceNow Developers, sharing best practices, and guiding them in
addressing intricate technical challenges.
 Ensuring strict adherence to healthcare regulations and security standards, with a specific focus on
safeguarding patient data privacy and medical device integrity.
 Playing a pivotal role in facilitating cross-functional communication, bridging the gap between IT
teams, medical device specialists, and stakeholders.
 Communicate project Status/Risks/Issues effectively with the team.  Estimate Cost, Resource, and
Time estimates for projects and enhancements.
 Contributes appropriately to conversations.
 Managed Employee Self-Service portal (ESS).
 Follows through with commitments and fosters mutual trust with fellow employees.
 Perform day-to-day administration of ServiceNow application, including making approved changes to
process and workflows, building reports, managing data, personalizing lists, content management and
technical support.
 Designed the layout, CSS, dynamic content for the End User Self-Service Portal design. Performed
Architecture\Design, Software Development and System Administration for the company SaaS ITSM
System called “Service First” on the ServiceNow PaaS Software Development Platform.
 Responsible for research, planning, coordination, and implementation of application solutions from
conceptual design requirements.
 Worked on Discovery to update computer related information on regular basis.
 Work with Business users to identify and refine Business requirements and workflows. Install,
configure, modify, maintain, and/or administer applications, networks, databases, and other systems
for ServiceNow and other assigned applications, or coordinate the resources needed to execute these
tasks.
 Enable the Okta SSO integration to provide single sign-on-access.
 Played part on end user self-service portal management.
Project #3
client: Shell
Project Title: Streamlining ITSM Processes in the Oil & Gas Industry using ServiceNow
Role: Senior ServiceNow Admin and Developer
Objective:
 The project aimed to optimize IT Service Management (ITSM) processes within the Oil & Gas industry
using the ServiceNow platform. The objective was to enhance incident response, streamline change
management, and improve overall IT service delivery while aligning with industry-specific
requirements and compliance standards.
Key Responsibilities & Contributions:
 As a Senior ServiceNow Admin and Developer with extensive experience, your key responsibilities and
contributions included:
 Collaborating closely with Business Analysts to gain a deep understanding of the unique challenges
and requirements within the Oil & Gas domain.
 Leading the customization and configuration of ITSM modules, tailoring incident, problem, change,
and asset management processes to the specific needs of the industry.
 Designing and implementing automation workflows, business rules, client scripts, and UI policies to
optimize and streamline ITSM processes.
 Leveraging your ServiceNow administration skills to ensure the platform's overall stability, security,
and scalability.
 Developing integrations between ServiceNow and existing systems within the Oil & Gas industry to
facilitate seamless data exchange.
 Collaborating with IT Operations Specialists to design incident response workflows and align them
with industry-specific operational practices.
 Leading efforts to configure ServiceNow dashboards and reports to provide real-time visibility into IT
service performance for stakeholders.
 Ensuring adherence to ITIL best practices and industry compliance standards in the configuration and
management of ITSM processes.
 Providing mentorship and guidance to junior ServiceNow developers, sharing your expertise and best
practices.
 Facilitating effective communication and collaboration among cross-functional teams, including
developers, analysts, and stakeholders.
 Worked across IT and other Operations Divisions to design, develop, and implement ServiceNow
solutions consistent with customer requirements.
 Contributed to the architecture and technical aspects of the ServiceNow implementation and
operation project, independently making project related decisions, provides project status reports to
project sponsor.
 Involved in configuring and maintaining BMC Remedy Foundation Data.
 Performed integrations and process automation using ServiceNow Orchestration.
 Working knowledge on Single Sign on (SSO) and event-based integrations. Hands-on experience in
writing jelly script to create web pages from a high-level page description using templates from the
existing library.
 Collaborate with the GRC team on the development of the GRC solution.  Implementing, configuring,
onboarding, and administrating GRC plugins.
 Created Business Rule, UI Action by using Glide Script.
 Worked on LDAP integration to update the users and groups.
 Thorough understanding of ITIL/ITSM processes.
 Experience in implementing, configuring, onboarding, and administrating GRC plugins.
 Performed system and integration testing with sample and live data.