SaiNath Babu

sainathv56@gmail.com
+15716049650
 9+ years of professional experience in the IT industry. Over 6+ years of experience in Service Now platform implementation,
support, development and administration.
 Proficient in all phases of the Software Development Life Cycle (SDLC), such as Requirement Analysis, Design, Code Construction
and Test.
 Expertise in Designing and configuring ITSM-like incidents and change Management in Service Now. Direct hands-on
experience on various IT Services of Service Now tools like Service Catalog Requests, IT Asset Management, Configuration
Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Reporting, Gauges,
and Integration with Web Services.
 Experience in configuring and customizing all aspects of Service Now like UI actions, UI policy, Business rules, Data policies, and
Client scripts.
 Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks.
 Good hands-on experience with back-end technologies like Oracle, Db2 databases and Content Management Systems.
 Strong understanding of ITIL/ITSM V3 processes.
 Experience as a Content management system (CMS) developer inside service now for creation of the workflows, and service
catalogue.
 Understanding and experience of IT operation management (ITOM).
 Experience in GRC Framework with the installation of Risk Assessment scenarios.
 Experience in Installation and Configuration of different modules of Service Now. In-depth knowledge of technical
implementation on various modules of Service-now like Incident Management, Problem Management, Change Management,
and Configuration Management.
 Experience with complex integrations within the ITSM environment such as Service Now - Siebel, Service Now - Web service
integration with third-party applications, BMC Remedy and Tally.
 Expertise in defining workflows in Service Catalog items, Approvals and Dynamic tasks in Service Now.
 Mid Server Process Configuration for Windows & Linux, Workflows, Configuration Management Database (CMDB). Provided
subject matter expertise, acted as technical product advocate and designed, developed and implemented ITIL processes, ITSM,
ITAM, SACM, Knowledge, Demand and Release Management modules within the Service Now platform.
 Extensive experience with Service Now CSM (Customer Service Management).
 Experience in web development (UI) using Java, JSP, HTML 5, CSS 3, JSON, Angular JS and JQuery. Well-experienced in MVC
architecture, Struts, JSF2, and Spring MVC including Validations and business flow of applications.
 Used application servers like WebLogic, WebSphere, JBoss and Tomcat servers based on the client requirements and project
specifications.
 Expert knowledge on building out service Now CMS
 Good Knowledge in CMDB and ITAM (IT Asset Management).
 Experience in Service Now development using JavaScript, Web Services, Web API's and integrations with internal/external
systems and tools like LDAP, Stripe, JIRA, MID servers, SSO.
 Experienced in all phases of Software Development Life Cycle (SDLC), quality management systems and project life cycle
processes, Waterfall and Agile, Scrum.
 Expertise in using IDE like Eclipse and NetBeans for debugging and coding standards.
 Good Communication and Technical Document Writing skills.
 An effective communicator with excellent relationship building & interpersonal skills. Strong problem-solving & organizational
abilities. Good in leading, mentoring, coaching, and motivating teams to deliver the best result.

TECHNICAL SKILLS:

Incident Management, Problem Management, Change Management,

Discovery and Integrations, CMDB, Asset Management, APM, Configuration
Service Now Modules Management, Service Catalogue, ITSM, ITOM, ITAM, Reporting, SPM, Client
Side and Server-Side Scripting, Client & Server API's, Glide Aggregate, Glide
Record.
Languages & Technologies
C, C++, HTML, JavaScript, CSS, Angular JS, Bootstrap, XML

Software Methodologies SDLC, Waterfall, Agile, Scrum

Databases Oracle, SQL Server, PL/SQL, Perl

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 Operating Systems WIN XP, Linux, Unix, windows 10/11
MS Office Suite 9X/2000/XP (PowerPoint, Word, Excel, Access, and Outlook),
Tools and Packages
MS Outlook, MS Project, MS Visio.
Web Services SOAP, REST

PROFESSIONAL EXPERIENCE

Black Rock, New York, NY Sept 2021- Till Date

Sr. Service Now Technical Consultant
Responsibilities:
 Involved in the analysis of end-user requirements and business rules based on given documentation and worked closely
with tech leads and Business analysts in understanding the current Service Now system.
 Worked on many Server-side Scripts, Script Includes, Client-side Scripting, UI Actions and several business rules.
 Plan and design migration of custom CMS portal to the Service Portal
 Configure Service Now HRSD suite and implemented HRSD roles, COE structure, Services Configuration, and Record
Producers.
 Proven track record of implementing AIOps solutions to enhance incident resolution, reduce downtime, and improve IT
service delivery.
 Assisted in the coordination of change requests and incident escalations, adhering to ITIL best practices and service level
agreements (SLAs).
 Created AWS Launch configurations based on customized AMI Using Ansible.
 Modify OOB functionalities - Modules, develop custom applications, provide technical support and align to Service
Management best practices.
 Gathering requirements and Converting BRDs into technical requirements. Created design Patterns & Implementation plans
for Service Now Enhancements.
 Worked on Business Service mapping. Wrote scripts in the sensors to map CIs so that the end user can have a graphical
representation of CIs.
 Led a team of ServiceNow administrators and developers in the successful implementation and ongoing support of
ServiceNow solutions across multiple business units.
 Customized HRSD modules to align with organizational HR policies and procedures, ensuring compliance and efficiency.
 Developed and maintained Service Catalog items for HR services such as onboarding, offboarding, benefits enrollment, and
employee data updates.
 Integrated ServiceNow Logic Gate with other ServiceNow modules, such as Incident Management and Change
Management, to create end-to-end processes that improve service delivery and enhance user experience.
 Collaborated with cross-functional teams to gather requirements and design custom ServiceNow Logic Gate workflows
tailored to the organization's unique business needs and compliance requirements.
 Used ServiceNow Logic Gate's reporting and analytics capabilities to monitor key performance metrics, identify bottlenecks,
and drive continuous improvement projects in the IT service delivery department.
 Configured ServiceNow Virtual Agent Conversations, Intents, and Entities to enhance natural language understanding and
improve response accuracy.
 Integrated virtual agents with backend systems and third-party applications using REST and SOAP APIs.
 Conducted testing and validation of virtual agent functionality to ensure reliability and accuracy in responses.
 Managed the end-to-end lifecycle of IT assets, including procurement, deployment, tracking, and retirement, to maximize
asset value and minimize risk.
 Proficient in the ServiceNow platform, including UI Builder, Service Portal, and CMS
 Designed and developed custom user interfaces within the ServiceNow platform using UI Builder.
 Defined project scope, objectives, and deliverables, developing detailed project plans and timelines to ensure on-time and
within-budget project delivery.
 Extensive experience with ServiceNow UI Builder, including creating and customizing widgets, pages, and themes to meet
business requirements.
 Proactive in seeking out new tools, technologies, and industry trends to stay ahead of the curve and continuously improve
skills as a UI Builder.
 Led the implementation and configuration of an IT Asset Management system (e.g., ServiceNow ITAM) to centralize asset
inventory, streamline procurement processes, and track asset lifecycles.

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  Conducted regular audits and assessments of IT assets to identify discrepancies, risks, and opportunities for optimization.
 Collaborated with HR and IT teams to integrate ServiceNow HRSD with HR Information Systems (HRIS) for seamless data
exchange and automation.
 Used Service Now cloud management platform and DevOps with continuous integration and continuous Deployment tools.
 Used Service Now Platform solutions including ITSM, GRC, SecOps and IT Asset Management Spaces.
 Project management and Migrating Experience in WSD projects.
 Developed custom probes and sensors to populate CMDB with pertinent asset data via JavaScript, Perl, and Power Shell.
Involved in the implementation of CSM setup integrating CSM with Seibel/CRM System
 Contributes to Support of monitoring environment including CA Spectrum, and UIM- Infrastructure Manager.
 Worked on App Engine Studio to enable user permissions to dedicated roles with specific access. Worked on Service
Mapping to connect business Services.
 Experience in software configuration management (SCM) process, DevOps, build/Deploy/Release Management, AWS, and
Azure Cloud distributions.
 Spearheaded the implementation of the Service Portfolio Management (SPM) module within the ServiceNow platform,
streamlining service offerings and improving visibility into service lifecycles.
 Played a pivotal role in aligning IT services with business goals by implementing Service Portfolio Management (SPM) within
the ServiceNow platform.
 Spearheaded the implementation and management of Service Portfolio Management (SPM) processes and practices within
the ServiceNow platform.
 Led the implementation and customization of ServiceNow HR Agent Workspace to streamline HR processes and improve
service delivery efficiency.
 Conducted training sessions for HR personnel on using ServiceNow HR Agent Workspace effectively, ensuring adoption and
proficiency across the HR team.
 Developed custom ServiceNow applications and integrations to extend the functionality of HR Agent Workspace and
integrate with other HR systems and tools.
 Provided ongoing support, maintenance, and optimization of ServiceNow HR Agent Workspace, addressing user issues and
implementing enhancements based on feedback and changing business needs.
 Provided training and support to end-users on SPM processes and best practices, driving adoption and ensuring the
effective utilization of ServiceNow platform capabilities.
 Led the successful rollout of SPM initiatives, resulting in a 30% increase in service catalogue completeness and a 20%
reduction in service provisioning time.
 Received recognition from senior management for driving alignment between IT services and business objectives through
effective SPM practices.
 Developed and implemented AI-driven workflows to automate repetitive tasks, resulting in a 30% increase in operational
efficiency.
 Conducted regular assessments to optimize AI algorithms and ensure alignment with business objectives.
 Provided training and support to staff members on utilizing AI features within the ServiceNow environment.
 Spearheaded the integration of AI functionalities into the ServiceNow platform, enabling predictive analytics and proactive
incident management.
 Played a pivotal role in integrating AI functionalities into the ServiceNow platform, driving process automation and
efficiency gains across the organization.
 Designed and deployed chatbot solutions to provide 24/7 support to end-users, resulting in a 50% reduction in support
ticket volumes and improved response times.
 Worked on Kubernetes within AWS leveraging KOPS to Recovery of AWS assets.
 Call Clients, Setup WebEx meetings, investigate cases, analyze error logs, install Archer software, and support Archer-
SecOps.
 Worked with UI Actions, UI Policies, UI Macros and Data Policies in Service Now.
 Worked on Discovery and set up mid servers and checked for connectivity, Became an expert in troubleshooting Discovery
tools.
 Utilized SQL scripting for data manipulation, reporting, and integrations within the ServiceNow platform.
 Developed and customized ServiceNow applications, leveraging advanced SQL scripting techniques for data retrieval and
manipulation.
 Led a project to develop custom reports within ServiceNow by writing SQL queries to retrieve data from multiple tables and
present it in a user-friendly format.
 Configured ServiceNow Virtual Agent Conversations, Intents, and Entities to enhance natural language understanding and
improve response accuracy.
 Strong analytical and problem-solving skills, with a deep understanding of system monitoring and event correlation.

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  Configured Service Now to integrate with AWS to create resource profiles and populate the cloud service catalogue using
blueprints.
 Successfully implemented ServiceNow for strategic portfolio management, resulting in improved visibility, transparency,
and governance over IT investments.
 Designed, developed, and implemented custom workflows using ServiceNow Flow Designer to automate various business
processes.
 Collaborated with cross-functional teams to gather requirements and translate them into efficient Flow Designer
workflows.
 Utilized Flow Designer's capabilities to orchestrate complex processes, streamline approvals, and improve operational
efficiency.
 Integrated Flow Designer workflows with other ServiceNow modules such as Incident Management, Change Management,
and Service Catalog.
 Provided technical expertise and guidance to junior developers on best practices for designing and implementing workflows
in Flow Designer.
 Conducted user training sessions and created documentation to facilitate the adoption of Flow Designer among end-users.
 Conducted regular portfolio reviews with stakeholders to assess project status, identify risks and issues, and make
adjustments as needed to optimize portfolio outcomes.
 Provided training and support to end-users on ServiceNow portfolio management tools and processes, fostering adoption
and proficiency across the organization.
 Acted as a liaison between IT and business stakeholders, facilitating communication and collaboration to ensure strategic
alignment and stakeholder satisfaction.
 Experience in providing end-to-end production support for GRC Framework.
 Worked with business analyst to create and modify Service Catalogues and Request Workflow Designs. Designed and
implemented new functionalities for enhanced features.
Environment: ITIL, ITOM, HRSD, Scrums, MID servers, JavaScript, HTML, SQL, SPM, CSS, Vancouver, Business Rules, Service
Catalogues, Integrations, Business rules, Domain separation, Service Now CMS, CSM, UNIX, Shell and Bash Scripting, Performance
Analytics, User Stories, Rest/Soap, PPM, Windows 11.

AmerisourceBergen- Conshohocken, PA May 2018- Aug

2021
Sr. Service now Technical Consultant
 Worked on End-to-end implementation of Discovery.
 Maintained the Configuration Items and modified the forms and form Sections.
 Worked on Configuring the IP Addresses to help find out the undiscovered CIs in CMDB.
 Worked on setting up MID Server between Active Directory and Service Now instance which encrypts all the user data in
the organization.
 Proven ability to develop, test, and maintain PowerShell scripts for various Service Now tasks, including incident and change
management automation.
 Supported the implementation of ServiceNow Virtual Agent by configuring conversation flows and testing functionality.
 Participated in requirements gathering sessions and contributed to the documentation of virtual agent workflows.
 Collaborated with cross-functional teams to troubleshoot issues and optimize virtual agent performance.
 Contributed to the development and enhancement of the ServiceNow platform, with a focus on FSM capabilities.
 Implemented FSM best practices and standards to optimize service delivery and resource utilization.
 Experience in Risk Reporting profile scoping for GRC profile framework.
 Led the implementation and customization of ServiceNow instances using the Tokyo release, ensuring alignment with ITIL
best practices and business requirements.
 Developed custom scripts, business rules, UI policies, and workflows within scoped applications to automate processes and
enhance user experience.
 Conducted workshops and training sessions to educate clients on scoped application development best practices,
configuration management, and governance.
 Provided ongoing support and maintenance for scoped applications, troubleshooting issues, implementing enhancements,
and performing platform upgrades as needed.
 Acted as the primary administrator and operator of ServiceNow's Operator Workspace module.
 Provided training and support to end-users on leveraging the Operator Workspace and other ServiceNow functionalities
effectively, empowering them to navigate the platform autonomously and perform their roles more efficiently.

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  Provided expert guidance and support to clients in implementing and configuring ServiceNow solutions, leveraging the
Tokyo release and other versions.
 Collaborated with legal, compliance, and IT teams to customize the OneTrust Data Mapping and Inventory module to
accurately map data flows, classify data assets, and maintain data inventories, enhancing data governance and
accountability.
 Configured OneTrust Cookie Consent Manager to manage website tracking preferences and comply with ePrivacy Directive
and GDPR cookie consent requirements, reducing legal risks and improving transparency.
 Led the upgrade of the ServiceNow instance to the Tokyo release, introducing new features and functionalities to enhance
IT service management capabilities.
 Advocate for designing with empathy and considering diverse user needs and abilities in UX design decisions.
 Led the UX design efforts for ServiceNow projects, collaborating with stakeholders to define user requirements and design
goals.
 Provided technical guidance and support to cross-functional teams on UX/UI design best practices and ServiceNow
capabilities.
 Collaborated with stakeholders to define user stories, acceptance criteria, and success metrics for UX/UI deliverables.
 Contributed to the development of internal UX/UI design standards, patterns, and guidelines for consistent user
experiences.
 Led the end-to-end implementation of the ServiceNow FSM module, collaborating with stakeholders to gather
requirements and design solutions tailored to specific business needs.
 Configured FSM workflows, including dispatching, scheduling, and work order management, to optimize resource allocation
and minimize response times.
 Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.
 Orchestrated the establishment and execution of Application Portfolio Management (APM) strategies and processes within
the organization.
 Developed and implemented the Application Portfolio Management (APM) framework, including processes, tools, and
governance mechanisms, to optimize the organization's application landscape.
 Led the successful implementation of the APM framework, resulting in improved visibility, transparency, and governance of
the application portfolio. Achieved a 20% reduction in the number of redundant and underutilized applications within the
first year of implementation.
 Conducted user training sessions and developed training materials to empower HR staff and end-users in utilizing
ServiceNow HRSD functionalities effectively.
 Continuously monitored and evaluated HRSD performance metrics, identifying areas for improvement and implementing
enhancements to drive operational excellence.
 Implemented advanced reporting and analytics capabilities within FSM, providing actionable insights to management for
continuous improvement initiatives.
 Used Customer Service Management (CSM) to record and track customer information like their contact numbers,
addresses, phone numbers and other details.
 Led the integration of ServiceNow HRSD with third-party applications and systems, ensuring seamless data flow and process
automation.
 Contributes to Support of monitoring environment including CA Spectrum, and UIM- Infrastructure Manager.
 Worked on Twilio voice and message API to control and monitor calls and messages of organization.
 Modified Orchestration activities and catalogue items for Amazon EC2 Cloud Formation and Stack Creation.
 Performed audit management to provide specific updates to the management.
 Written UNIX shell scripts to copy the data files from one server to another
 Configured Service Map to create up-to-date and accurate records of Service now CMDB.
 Configured PowerShell script to perform user management tasks.
 Worked on Custom applications using JavaScript and AngularJS for out-of-the-box scenarios.
 Orchestrated user access databases using orchestration
 Developed solutions in the service-now platform that are ITIL V3 compliant and defined business solutions for ITIL users.
 Experience on GRC Framework with his installation of Risk Assessment scenarios
 Created a customized role with all the required access to the entire application for the admin of GRC.
 Submitted the documentation and trained the GRC users on the Service Now GRC Application.
 Created ACL rules to secure new objects using service mapping.
 Facilitated User Acceptance Testing (UAT) sessions with stakeholders to gather feedback and validate system functionality
and usability, ensuring that solutions meet end-user needs.
 Developed custom probes and sensors to populate CMDB with pertinent asset data via JavaScript, Perl, and Power Shell.
 Working on converting a running customer complaint site in PHP to Service now CMS project

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  Actively participated in Agile ceremonies such as sprint planning, daily stand-ups, and sprint reviews, contributing insights
from a QA perspective.
 Created homepages including basic reporting, gauge configuration and dashboard presentation.
 Created various front-end forms and associated Client Scripts, and UI Policies, including advanced customizations that
require modifications of UI Pages/Macros.

Environment: ITSM, ITIL, HTML, JavaScript, CMDB, HR, GRC, ITOM, APM, Domain separation, Performance Analytics, User Stories,
Rest/Soap, PPM, Windows 10/11. Bootstrap, service Now CMS, UNIX, CSM, Shell and Bash Scripting, Windows 10, XML, HTM,
AnjularJS, SAML 2.0, e-Directory Oracle 11g, Toad, SQL and UNIX.

Halliburton- Houston, TX Aug 2015 – April

2018
Service now Consultant

 Worked on setting up Active Directory, LDAP and SSO Integration.

 Involved in designing, development and implementation of CMS website
 Configured LDAP Server and LDAP Listener for updating the user and group table record.
 Worked on configuring Incident Management, Problem Management, Change Management, Knowledge Management, IT
Asset Management, CMDB and SNOW Reporting using the ITIL process.
 Worked on Business Rules, Client Scripts, UI Policies, UI Actions, Data Policies and Data Dictionary.
 Understood the Service Desk and worked on developing the Employee Self Service Portal (ESS) using Content Management.
 Managed screens and records that make up workflows within the mobile apps that is built with App Engine Studio.
 Worked on IRM tool to capture incident management issues.
 Worked on business requirements and technical specifications for the ITSM platform.
 Performed Orchestration operation to automate the process of password reset, client software redistribution, and activity
packs.
 Collaborated with stakeholders to gather requirements, define scope, and architect scoped application solutions aligned
with business objectives and best practices.
 Implemented scoped application components such as tables, modules, scripts, UI policies, business rules, and workflows to
meet specific business requirements while adhering to scoped application boundaries.
 Strong understanding of ServiceNow platform capabilities and limitations, including scoped application boundaries and
inheritance.
 Worked on the Twilio platform for communication with clients regarding ticketing issues.
 Provided subject matter expertise, acted as technical product advocate and designed, developed and implemented ITIL
processes, ITSM, ITAM, SACM, Knowledge, Demand and Release Management modules within the Service Now platform.
 Built Angular JS Application in service now to run desktop applications.
 Implementing service Now Discovery and CMDB and integrating it with Change management.
 Worked on setting up Email Notifications for different modules in Service Now.
 Worked on integration hub for ease and flexible services such as triggers, action, input, and outputs on the development
side for scripting purposes.
 As a part of GCP implemented a spring boot app using IntelliJ IDE and deployed it to the Google App engine.
 Created Custom and scoped applications using JavaScript to extend the application functionality.
 Used Content Management module to deploy ESS pages.
 Performed routine troubleshooting exercises for CI errors for WMI (Windows), SSH (Unix), and SNMP (Network) devices
during the Classification, Identification and Exploration stages of Discovery.
 Excellent experience in service Now Administration and Production support.
 Writing Data Sources, transforming maps and properly analyzing coalesce to avoid duplicates in service Now.
 Worked with the stakeholders to gather requirements for the attributes required to develop Service Catalog items.
 Integration with ADDM (Discovery Tool) into CMDB via CMDB Sync.
 Moving Update sets from one environment to another environment in Service Now.
 Writing Scheduled jobs and Schedule Imports depends on the requirements in service Now.
 Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations
and Templates.
 Created Reports, Workflows and data imports for Incident, Problem, Service Request, Change Management and Knowledge
Management modules.

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Environment: Service now Helsinki & Istanbul, Discovery, ITSM, Incident Management, Change Management, Problem
Management, JavaScript HTML, Java Script, CMDB, service Now CMS, HTML, CSM, CSS, Jelly, Glide.ITIL, Scrums, MID servers,
JavaScript, Integrations, Workflows, Transformation.

Ebix Software Pvt LTD- INDIA June 2014 – July 2015

Java Developer

 Involved in database modelling and applying the normalization rules.

 Developed Code using the Struts framework, based on the MVC design pattern.
 Developed the presentation layer using Struts Tag Libraries
 Utilized the AngularJS directives, factory, service, and filters. Created several custom directives to reuse them across the
controller. Created POC for Spring Batch for running batch jobs.
 Worked on backend logic using Servlets, EJB, Hibernate and JDBC.
 Developed page-specific elements, handlers, web beans, view helper classes, JSP pages & fragments by using design patterns
and Java standards. Validating the Application by Deploying and testing on the JBoss Server.
 Developed microservices using Spring MVC, Spring Boot, Spring Cloud, Spring AOP Dependency Injection and JPA. Used JDBC
Connection, Statement to retrieve Data from RDBMS.
 Analyzed, designed, and validated the business logic of the system, and implemented the application.
 Developed business services using EJB’s and SOAP API.
 Involved in developing the UI pages using HTML5, CSS3, JavaScript, JSON, jQuery, and AJAX.
 Developed servlets for generating reports in PDF format.
 Implemented multiple high-performance Mongo DB replica sets on EC2 with robust reliability.
 Implemented logging using log4j.
 Deployed the application in JBoss Application Server.

Environment: Windows XP/2000, Java 1.3, J2EE, Struts 1.1, EJB 2.0, Servlets, Session Beans, Ant, JavaScript 1.3, JSPs, HTML5, CSS3,
jQuery, JSON, Oracle 8i, Ajax, Mongo DB, Soap, Toad, Eclipse 3.1, Web Sphere Application Server 5.1, Web logic, Apache CXF, MySQL,
XSLT, Junit, Log4j, Rational Clear case, Clear Quest.
Education: B.Tech in CS from Acharya Nagarjuna University 2014

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