B Nagini

An experienced IT professional with 12 years of proven expertise, including 8 years of strong hands-on experience in ServiceNow. My experience spans ITSM, CSM, HRSD, LSD, ITOM (Event Management) and employee Service Center (ESC) Portal, Event Management, LDAP integration, REST integration, Orchestration, and Automated Test Framework (ATF). I also hold working knowledge of GRC and exposure to CMDB-related configurations and scripting.

And 4 years in Remedy Administration (7.x/8.1). Good experience in teamwork, requirement gathering troubleshooting skills to identify and resolve issues that arise within the application.

Dedicated

Service now professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Senior Package Implementation Specialist - LTM - Hyderabad, India

(2025-12)

• Configured Legal Service Delivery Management (LSDM) modules including Legal Requests and Legal Matter Management, enabling business users to submit legal service requests through the ServiceNow portal.
• Designed and customized legal request forms and catalog items, including field configurations, UI policies, client scripts, and validations to streamline request submission and improve user experience
• Implemented legal matter lifecycle workflows, including request intake, review, approval processes, and matter creations
• Configured approval workflows for legal matters and requests, ensuring appropriate legal stakeholders review and approve requests based on request type and business rules.
• Developed and supported integration with NAVEX, enabling automatic creation and updates of legal records between external compliance systems and ServiceNow.
• Troubleshot and resolved API integration failures, including debugging REST API calls, analyzing logs, and ensuring successful data synchronization between ServiceNow and external systems.

Technical Architect - Capgemini - Hyderabad, India

(2024-11)

• Designed and configured Employee Service Center (ESC) portal for IT, HR, Procurement etc. ensuring unified Employee experience.
• Developed and customized widget to modifying layouts, and implementing dynamic redirection logic across portal pages.
• Configured topics, subtopics, banners, carousels and news widgets to aligning the portal design with the corporate branding standards.
• Implemented and customized catalog items and record producers for HR cases to automating workflows and integrating approvals for various business processes.
• Implemented HRSD catalog items & record producers, automating HR case creation & approvals
• Streamlined HR workflows by configuring case templates, COE based routing and SLAs
• Extended CMDB configurations by creating and managing relationships across DNS Zone, Subnet, and Cloud tables, ensuring data integrity and traceability.
• Actively participated in Scrum ceremonies including daily stand-ups, sprint planning, retrospectives, and backlog grooming sessions.
• Collaborated with product owners, developers, testers, and business analysts to define sprint goals and prioritize ServiceNow stories.

Technical Team Lead - Wipro - Hyderabad, India

(2023-01 - 2024-11)

• Implemented and customized Customer Service Management (CSM) workspace, including application menus, CSM interaction forms, and case configuration to streamline agent productivity.
• Designed and configured case forms, case task types, and work order task flows to align with customer service processes and SLA requirements.
• Delivered ITSM module enhancements, integrating case management workflows with SAP processes for unified service operations.
• Developed automation flows using Flow Designer and custom actions, enabling quick discovery and execution of catalog-based automation requests.
• Utilized Fix Scripts and custom Flow Designer logic to optimize repetitive operational tasks and reduce manual intervention.
• Actively participated in requirement analysis, testing, and deployment cycles
• Designed and implemented custom and interactive dashboards for Incident, Case, and Task management using Reporting frameworks.
• Streamlined foundational data management including Company, Location, Assignment Group, and User setup for accurate reporting and workflow assignments.
• Built KPI and SLA dashboards for leadership visibility into service performance and backlog health.
• Collaborated with ServiceNow teams to perform cloning, instance comparison, and upgrade conflict resolution using the Upgrade Monitor and Compare XML tools.
• Created upgrade readiness checklists and UAT test cases, ensuring minimal downtime and smooth migration between environments.

Infra Dev Specialist - Cognizant Technologies - Hyderabad, India

(2020-08 - 2023-01)

• Designed and developed a custom ServiceNow application for Transition Request Management, enabling seamless automation and tracking of transition-related workflows.
• Created & configured record producers, custom tables, and end-to-end automation to generate 30+ child activities automatically upon request submission.
• Implemented Flow Designer and Business Rule automation to orchestrate dependent task creation, assignment, and status tracking across multiple teams.
• Enhanced existing ITSM processes by implementing form customizations, UI actions, and automation logic to improve efficiency and accuracy.
• Developed and maintained Client Scripts, UI Policies, and UI Actions to drive dynamic form behavior and improve user experience across multiple modules.
• Designed and implemented Business Rules (before, after, async) to enforce data integrity, automate workflows, and optimize back-end logic.
• Authored Script Includes (class and classless) to encapsulate reusable logic, support Glide Ajax calls, and enable modular scripting across the platform.
• Implemented fine tuned Event management to automatically create, correlate and resolve incidents from monitoring tools.
• Configured alert rules, correlation definitions and CI based assignment logic for accurate event triage.
• Configured Discovery schedules, probes and sensors to maintain accurate CI data across multiple data centers.
• Conducted Data reconciliation and normalization using identification and Reconciliation Engine (IRE).
• Defined CI class managers and managed CMDB access through ACLs.

Senior Software Engineer - Tirzan Holdings Private Limited - Hyderabad, India

(2019-07 - 2020-08)

• Developed REST integrations using both Scripted REST APIs and standard REST Message records to interface with external database management systems using OAuth 2.0 authentication
• Implemented Orchestration using PowerShell activities to automate administrative tasks and data collection.
• Configured and managed Mid server setup, validation and connectivity for secure communication
• Authored and executed Fix Scripts to perform bulk updates on Knowledge Articles, automating the replacement of article content while maintaining version control.
• Enhanced KB workflows to support efficient content maintenance & improve article accuracy for end users.
• Configured and applied Access Control Lists (ACLs) for table-, record-, and field-level security, ensuring controlled access to sensitive data.
• Implemented Reference Qualifiers to filter reference fields based on context and user roles.

Associate Consultant - Unisys India Private Ltd - Bengaluru, India

(2017-06 - 2019-07)

• Implemented LDAP integration from scratch to synchronize user and group data into ServiceNow, ensuring secure and automated identity management.
• Configured and validated Service Level Agreements (SLAs) and designed and deployed custom notifications, across Incident, Change, and Problem modules to ensure timely service delivery and compliance.
• Created and managed multiple catalog items, workflows, and approvals and defined User for Item visibility rules to implement granular access control and tailored service delivery.
• Delivered form-level customizations, including UI policies, client scripts, and business rules, script includes to enhance usability and enforce process automation in Incident, Change, and Problem modules
• Created and managed Import Sets and Transform Maps to automate data loading from external sources into ServiceNow, ensuring accuracy through coalesce and mapping strategies.
• Utilized on Before/after transform scripts for data validation and transformation during import processes.
• Designed and optimized data migration scripts and Fix Scripts to perform bulk updates, cleansing, and system maintenance activities.

Software Engineer - Cyient Ltd - Hyderabad, India

(2014-04 - 2017-06)

• Served as a BMC Remedy Administrator responsible for configuration, maintenance, and support of Remedy versions 7.3 to 7.8.1.
• Managed Incident and Request Management modules, performing system configuration, workflow setup, and routine administrative activities.
• Configured and maintained forms, filters, active links, and escalation rules to automate key ITSM processes and improve system performance.
• Conducted routine health checks, data validation, and performance monitoring, ensuring platform stability and data integrity.