Divya K

E: [email protected]
M: 732-385-5136
Sr. ServiceNow developer

PROFESSIONAL SUMMARY

 IT professional with around 9+ years of relevant experience in the field of ITSM. A highly versatile and results
driven certified ServiceNow consultant, with a proven record of accomplishment in understanding the
requirements of the Clients.
 Extensive experience in Software Development Lifecycle (SDLC) managing project scope, requirement
definition, resource management, managing work schedules, project status reporting, and project coordination
and conflict resolution.
 Expertise knowledge in using Content Management System (CMS) and Design and development of CMDB
(Configuration Management) in ServiceNow.
 Hands-on experience leading all stages of system development efforts including requirement, design,
architecture, testing and support.
 Hands on experience on different ServiceNow environments starting from Eureka, Fuji, Geneva and Helsinki.
 Elicited Requirements from client and created Service Catalog, catalog Items with Variables and Variable sets.
 Strong knowledge of Snow Mirror database configuration, allowing for seamless replication and
synchronization of data and data replication.
 Created various Incident management, Problem management, Change management, Service Catalogs, Release
Management, Reports, Gauges, Asset Management (ITAM), IT business management (ITBM) Configuration
Management, and Knowledge Management.
 Analyzing the Change Request Forms, Impact, categorizing and prioritizing the change.
 Implemented software asset management (SAM) extension plug-in automatically on all new instances of
ServiceNow.
 Ability to track key performance indicators (KPIs) to measure the effectiveness and efficiency of HRSD processes.
 Designed Workflows, creating approvals and Execution plans for the catalog items. Created UI pages for a
better visual appearance in catalog items.
 Expertise in debugging and optimizing the performance of Catalog Client Scripts, UI scripts and UI Policies. Used
update sets, Notifications as part of customizing the Service-now.
 Expertise in creating and maintaining Access Control Rules for securing and providing the right access to the
right person/role.
 Imported Data of different formats and types using transform maps to Configuration Management.
 Contributed to improving HR processes through the implementation and optimization of HRSD and HRMS in
ServiceNow.
 Experienced in writing Data Sources, transforming maps and properly analyzing coalesce to avoid duplicates.
 Contribute to the continual improvement of Performance Analytics roadmap as well as the maturing of the IT
Reporting and Performance Analytics capabilities, expertise, best practices and solutions.
 Vulnerability management skills, including vulnerability assessment, risk analysis, patch management, and
remediation planning.
 Written scheduled jobs and schedule-imports depends on requirements.
 Developed automation scripts to streamline application processes and reduce manual intervention, using
JavaScript, XML, Jelly and other scripting languages.
 Customized ServiceNow applications using JavaScript, XML, HTML, Jelly, JSON, and AJAX to meet specific
business needs and enhance user experience.
 Followed Scrum Agile methodology (CSM) for iterative development of the application.
 Experience in Writing Technical Design Document and converting Functional Specs to Technical Specs.
 Demonstrated ability to manage and direct internal/external clients around all key technical decisions during
project delivery and project work of advanced ServiceNow development.
 Planning, budgeting, code implementation, development testing, change management and training for the
ITSM tool.

1|Page
  Contribution to developing, putting into practice, or administering data warehouse systems. Used Data ware
housing tools, such as Snowflake, Redshift, or Azure Synapse Analytics.
 Used the data stored in data warehouses or data lakes to derive insights, solve problems, or support decision-
making.
 Designed and implemented Azure Resource Manager (ARM) templates and Terraform scripts to automate the
provisioning and management of Azure resources within the ServiceNow platform. Reduced manual tasks and
improved resource consistency.
 Utilized the Vulnerability module within ServiceNow to identify, track, and remediate vulnerabilities across the
organization.
 Using data processing frameworks or services within the data lake platform to transform, cleanse, and
preprocess data as needed for analytics and reporting.
 Major strengths include strong leadership, excellent communication skills, competent, strong team player,
attention to detail, dutiful respect for compliance in all regulated environments, as well as supervisory skills
including hiring, scheduling, training and other administrative tasks.

TECHNICAL EXPERTISE

ServiceNow Administration Instance management and maintenance, User and

group management, Access controls and security
rules, Data imports and exports
ServiceNow Development Custom application development, Business rules
and client scripts, UI policies and UI actions, Script
includes and scheduled jobs
IT Service Management (ITSM) Incident management, Problem, management,
Change management and Service catalog
management
IT Operations Management (ITOM) Discovery and service mapping, Event
management, Operational intelligence, Cloud
management
Security Operations (SecOps) Security Incident Response, Threat Intelligence,
Vulnerability Response, Configuration and
integration with security tools
ServiceNow Integration REST/SOAP web services, Integration Hub, LDAP,
SSO, and OAuth integrations. Integration with
third-party tools and applications
ServiceNow Reporting and Analytics Performance Analytics, Custom reports and
dashboards. Data visualization and KPI
management
Agile and DevOps Practices Agile project management, Continuous
integration/continuous deployment (CI/CD),
Automated testing and code quality tools
Cloud Platforms AWS, Azure, Google Cloud Platform (GCP)
Database Management SQL, Data modeling, Database schema design and
maintenance
Scripting Languages JavaScript, GlideScript, PowerShell, Python
Project Management Requirement gathering and analysis, Solution
design and architecture, Stakeholder management
and communication
Compliance and Governance ITIL processes and best practices, SOX, HIPAA, and
GDPR compliance, Audit and policy enforcement

PROFESSIONAL EXPERIENCE

2|Page
Client: UBS, Weehawken, NJ Jun 2023 – Present
Role: Senior ServiceNow Developer
Responsibilities:
 Experience in using ITIL best practices - Incident/Problem Management, Change Management.
 Developed and enhanced existing and new service catalog Items and built a logic as per the customer need on
the form using JavaScript, Web services, CSS, HTML5 and .NET.
 Implemented and configured ITOM solutions in ServiceNow, including Discovery, Service Mapping, Event
Management, Orchestration, and Cloud Management.
 Developing custom Tables, Fields and configuring Access Controls over them.
 Responsible for creating meaningful reports and scheduling them as per the customer’s need.
 Created dashboards within APM to provide stakeholders with real-time insights into the application portfolio's
performance.
 Customized ServiceNow service portals using HTML to improve accessibility and usability for end-users.
 Collaborated with the Solutions Architect to implement both out-of-box and customized ServiceNow solutions,
ensuring they align with business requirements and technical specifications.
 Configured LDAP integrations within ServiceNow to synchronize user data and automate access management
processes.
 Modified existing automation workflows to enhance the functionality of ServiceNow forms and applications,
improving user efficiency and satisfaction.
 Responsible for gathering requirements from the customers and turning them into stories.
 Working with key process applications like Incident Management, Problem Management, Change Management,
Service Catalog, Knowledge Base, Service Portal, Reports, Dashboards, CMDB.
 Implemented AJAX calls within ServiceNow forms and widgets to asynchronously retrieve and display data,
significantly enhancing the performance and responsiveness of applications.
 Experience in Incident Management on SLA Compliance. Major Activities like tracking the life cycle of an
incident, involved in simplifying the Parent/Child process.
 Developed SOAP/REST API integrations to enable communication between ServiceNow and external systems,
ensuring data consistency and real-time updates.
 Configured Emergency stop functionality for Change management within the Change module.
 Managed the setup and maintenance of ServiceNow Discovery to automate asset identification and populate
the CMDB.
 Working on designing and developing business applications which involved customization, workflow
administration, data imports, and custom scripting using JavaScript, XML and Jelly.
 Actively participated in writing Business rules, Client scripts, UI actions and UI policies, UI Macros, Script
Includes, Data policies, Fix Scripts, Access control rules, Scheduled Jobs across the application as per the
requirement.
 Worked closely with the Solutions Architect to design and deploy scalable ServiceNow applications, leveraging
best practices for customization and integration.
 Created and performed enhancements on various catalog items, record producers and configured automated
workflows.
 Implemented robust error handling and logging mechanisms for SOAP/REST integrations to ensure reliability and
troubleshoot issues effectively.
 Implemented ACLs to ensure appropriate access control and security measures for sensitive data and
applications.
 Design and implemented new functionality to capture the changes made in the environment for Change audit
purpose using Business Rules & Script Includes.
 Created customized Notifications based on the requirement and configured different types of Knowledge
articles.
 Developed automated test cases using ATF to validate ServiceNow workflows and integrations, reducing manual
testing efforts and accelerating deployment cycles.
 Created UI pages for a better visual appearance as per the customer needs and designed many email templates
by using html and used them in notifications.

3|Page
  Developed necessary development documentation, as needed (e.g., technical design, developer notes, etc.) and
posted that to the SharePoint site for team access. Performed the release management for the entire team in a
by-weekly sprint.
 Leading the Queue Management process within the team and cleaned the backlogged tickets.
 Actively participated as a delegate to the manager for approval process and for technical process of the
requirements.

Client: Farmers Insurance Rosemont, IL May 2021 – Jun 2023

Role: Senior ServiceNow Admin/ Developer
Responsibilities:
 Gathering Requirements from client and creating catalog Items with Variables and Variable sets.
 Participated in Service-now implementation by customizing the forms and Lists of Incident & Problem
Management tables.
 Performed both admin and developer work across the ServiceNow platform including creating the service
accounts for other applications within the company.
 Creation of Workflows and Execution plans for the catalog items. Created UI pages for better development and
helped our customers in creating performance analytics dashboards.
 Implemented Service Catalog enhancements and issues, which come up while the tolls are being interacted.
 Assisted the Solutions Architect in evaluating and selecting appropriate ServiceNow modules and plugins to
enhance platform functionality.
 Played key role in the development and support of Infrastructure Deployment Catalog in the Service Catalog to
acknowledge and process all the build requests effectively.
 Proficient in configuring and customizing ITOM modules within ServiceNow, including scripting and API
integrations. Developed XML-based integrations to facilitate seamless data exchange between ServiceNow and
other enterprise applications.
 Implemented scheduled data synchronization between Tanium and ServiceNow to keep asset, vulnerability,
governance, risk, and compliance (GRC) data up to date.
 Responsible for the ServiceNow tool administration module and creation of new Users, Groups, Roles, IT
Services, Application, Business Services, Routing rules and Blackout Freeze rule.
 Leveraged REST and SOAP APIs to enhance ServiceNow's capabilities, providing robust solutions for complex
business requirements.
 Maintaining product catalog to import the configuration item records. Writing Business rules, Client scripts, UI
actions and UI Policies as per the client requirement.
 Implemented Record Producers to create incidents for emergency Service requests and creation of Change
requests.
 Generated Buttons and context menus using UI actions on forms and lists. Developed custom Tables, Fields and
configuring Access Controls over them.
 Utilized advanced JavaScript techniques to create dynamic and responsive ServiceNow forms and interfaces.
 Experience with using mid server, web services, email and other relevant technology to integrate tools with
ServiceNow.
 Importing Knowledge Articles from different external sources like excel sheets using data sources and transform
maps.
 Engaged in regular brainstorming sessions with the Solutions Architect to identify potential improvements and
innovations for existing ServiceNow implementations.
 Good knowledge of Single Sign on and event-based integrations.
 Trained the end users to effectively use the reporting application to build and customize their reports.
 Employed XML and JSON for data interchange within ServiceNow applications, facilitating efficient data handling
and processing.
 Spearheaded the integration of ServiceNow CSM with external CRM systems, providing a unified platform for
customer interactions and data management.
 Actively participated in meetings with Project & Program managers to analyze the requirements and develop
workflow designs by following traditional Agile/Scrum methodology (CSM) using the SDLC application.

4|Page
  Deploying the developed code to Stage/UAT/Production instances using Update Sets. Implemented core
configurations for SSO and LDAP to ensure compatibility and optimal performance with existing IT infrastructure.
 Configuring Data Sources, Import Sets, SLA/OLA, LDAP and Transform maps.
 Utilized the ServiceNow Automated Testing Framework (ATF) to create and execute test plans, ensuring the
reliability and performance of custom applications.
 Streamlined work order creation, tracking, and completion processes within ServiceNow FSM, resulting in
reduced paperwork and improved job completion times.
 Analyzed customer feedback and used it to drive continuous improvement initiatives in FSM, resulting in higher
customer satisfaction scores.
 Conducted thorough testing and troubleshooting of SSO and LDAP integrations to resolve any issues and
maintain system integrity.
 Tracking and Analysis of long running scheduled jobs, imports and user transactions with the possible
performance implications.
 Managing all the activities like Instance cloning, patch upgrade and post fix implementation after cloning.

Client: AT&T, Dallas, TX Jan 2019 - May 2021

Role: ServiceNow Admin/Developer
Responsibilities:
 Worked on Workflow administration, Reporting, Form/UI configurations, Notifications, data imports, custom
scripting.
 An extensive hands-on various scripting API’s present in ServiceNow platform, Service Catalog and Request
Workflow Design and Configuration.
 The service we also provided to clients is a semi-managed service for administering their Service desks that has
been implemented. This includes various administration tasks within Service desk software.
 Developed FSM reports and dashboards to track key performance metrics, identify areas for improvement, and
maintain service quality.
 Planning and coordinating the execution of Implementation along with Technical/Business validations post every
Maintenance/Major release in ServiceNow.
 Experience in handling XML files. Strong knowledge of relational databases and SQL.
 Writing Data Sources, transforming maps and properly analyzing coalesce to avoid duplicates.
 Implemented CSM dashboards and performance metrics to monitor service delivery and identify areas for
improvement.
 Provided technical expertise to the Solutions Architect during the planning and execution phases of ServiceNow
projects, ensuring successful deployment and adoption.
 Configuring Users, company, site, location and other existing fields and configured Support Groups, assignment
rules, categorizations, CI data, SLA.
 Involved in designing, development of Home Page, Place Order for Service Catalog, Knowledge base, create a
service ticket, Schedule a call from the service desk and schedule a time for solving the issues with one to one
personally.
 Parsed and manipulated JSON data within ServiceNow scripts to handle complex data structures and enhance
application functionality.
 Involved in creating My Dashboard where it contains My Requests, My Reports of Incidents and a search bar for
searching of Incidents.
 Involved in creating IT New Flash where the day-to-day news is scrolled by using knowledge articles.
 Experience in iteration development experience with (CSM) Agile/SCRUM.
 Worked with User Interface (UI) policies, data policies, UI actions, business rules and client scripts, activate plug-
ins, manage data with tables, import sets and update set.
 Created workflow activities and approvals, Control system access and data security, configure service level
agreements (SLAs), Control access to the application and its records.
 Designing, coding, and testing technical solutions for ServiceNow implementations.
 Understanding of Change Management, Configuration Management and Release Management as it relates to
ITIL.

5|Page
  Hands-on experience on unit test cases/System Test Cases. Provided documentation and training for SSO and
LDAP integrations, ensuring smooth implementation and ongoing support for users and administrators.

Client: IBM, India Jan 2016 – Sep 2018

Role: ServiceNow Developer /Admin
Responsibilities:
 Supported clients and internal business processes based on the ServiceNow platform. Deploy Incident and
problem Management, Asset Management (ITAM) and CMDB, Change and release management, SLM, Service
Catalog, IT Business Management (ITBM) and Business Continuity Management (BCM) with customization and
build in-house applications.
 Improved customer communication by enabling automated appointment confirmations, notifications, and post-
service surveys through the FSM platform.
 Design, configure, develop, troubleshoot and deploy ServiceNow ITBM and ServiceNow platform applications
including IT service management (ITSM), IT business management (ITBM), Business Continuity Management
(BCM) IT operation management (ITOM), Human resource (HRMS), Performance analytics, service portal and
configuration management database (CMDB), CMS portal and service version upgrade.
 Strong experience in data modeling for analytical and reporting layers, particularly for BI and Big Data
environments, ensuring efficient data retrieval for decision-making.
 Successfully customized core modules such as Incident Management, Change Management, and Service Catalog
to align with organizational processes. Utilized ServiceNow's configuration capabilities to enhance module
functionalities and optimize end-to-end workflows.
 Designed and configured FSM schedules and dispatch processes, ensuring the right technician is assigned to the
right job based on skills, location, and availability.
 Proficient in designing comprehensive data models for Configuration Management Databases (CMDB), including
defining entity relationships, data flows, and creating conceptual and logical data models.
 Conducted different types of penetration tests, such as web application testing, network testing, or social
engineering.
 Implemented JSON-based data handling for dynamic form fields and catalog items, improving user interaction
and data capture.
 Orchestrated seamless integration between ServiceNow and external tools. Integrated SCCM, ADDM, BMC,
implemented RESTful APIs, and SCCM connectors to ensure data consistency across systems, improving cross-
platform data sharing and process automation.
 Designed, developed, and maintained data warehousing solutions within ServiceNow, including ETL (Extract,
Transform, Load) processes, data modeling, and report generation.
 Designed and implemented automated workflows using the Workflow Designer to expedite routine tasks,
approvals, and notifications. Utilized Flow Designer to create visual workflows, reducing manual intervention
and enhancing overall efficiency.
 Created conceptual data models for HRMS, outlining high-level relationships and structures of HR data
elements, providing a strategic overview of HR data assets.
 Collaborated closely with business stakeholders to gather requirements and translate them into user-centric
solutions. Conducted user acceptance testing (UAT) and incorporated feedback to ensure the final solutions met
business expectations and requirements.
 Leveraged ServiceNow's reporting capabilities to create customized dashboards and reports. Provided
actionable insights to management, enabling data-driven decision-making, and facilitating continuous process
improvement.
 Collaborated with cross-functional teams, including Business Analysts, QA Engineers, and Project Managers, to
ensure seamless delivery of projects. Participated in daily stand-ups, sprint planning, and code reviews to
maintain project alignment.
 Conducted data normalization and enrichment activities within the CMDB, standardizing CI attributes and
enriching CI data to improve accuracy and reliability.
 Identified and addressed performance bottlenecks within ServiceNow data warehousing processes.
 Maintained data synchronization between Flexera and ServiceNow, ensuring data accuracy, governance, risk,
and compliance (GRC).

6|Page
  Worked with schedule jobs, events, and triggers to manage business needs and handle background work.
 Worked with complex UI customization and UI macros. Knowledge of Performance Analytics and Reports.

Client: Momentum Business Solutions, India Jun 2014 – Jan 2016

Role: ServiceNow Developer /Admin
Responsibilities:
 Responsible for providing Service-Now customization to end clients. I have been utilized to roll out various
applications such as Incident, Problem, SLA, Service Catalogue, Change Management, Project Management and
many more.
 Involved in importing/integrating data, through various means, such as Web Services, LDAP, JDBC and importing
via spreadsheets. I have built WSDL's for integrating third party tools, as well as building scripted web services
using script includes.
 Writing Script includes and invoking them in Business rules and Client Scripts.
 Performed Data migration of CI Attributes for CMDB using import sets.
 Gather the user business requirements and develop the reports based on that.
 Understand the functional business logic to implement into the report level to meet the user requirements.
 Provided access permission to users as per the Business requirements using Access control Lists
 Created roles, views and user groups pertaining to the use cases. Implemented system security by using ACLs
and Roles.
 Working with User Management to add, update and deactivate users in ServiceNow as these are based on
licensing.
 Utilized FSM analytics and reporting to optimize resource allocation, reduce travel time, and minimize service
costs.
 Created test cases at the time of testing and prepared the Doer-Checker document for every release cycle.
 Responsible for managing Clone Scheduling processes & Asset Management (ITAM) role request functionality.
 Established and maintained relationships between CIs, defining dependencies and hierarchies to illustrate the
interconnectedness of IT assets and services.
 Integrated various data sources into the ServiceNow data warehouse, including incident records, change
management data, and CMDB information.
 Led the successful upgrade of the ServiceNow platform, ensuring minimal disruption to ongoing operations.
Implemented patches and fixes, conducted thorough testing, and documented upgrade procedures for future
reference.

7|Page