Harikumar Dasarapu

ServiceNow Developer & Administrator with 3+ years of experience in ITSM modules including Incident, Problem, Change, and Service Catalog. Skilled in Flow Designer, Business Rules, Client Scripts, Script Includes, and platform automation. Experienced in SLA management, reporting, and workflow customization with basic exposure to REST/SOAP integrations, CMDB, and ITOM concepts. Strong understanding of ITIL processes and Agile delivery environments.

ServiceNow ITSM Developer - AltGenix Private Limited - Hyderabad

(2025-01)

Client: Quintica

• Developed and enhanced ServiceNow platform features aligned with ITSM best practices.
• Configured and customized core ITSM modules including Incident, Problem, Change, Knowledge, and Service Request Management.
• Designed and developed Catalog Items, Order Guides, and Record Producers based on business requirements.
• Created and customized forms, UI Policies, and UI Actions to improve user experience and data accuracy.
• Implemented SLA definitions, workflows, Flow Designer flows, and email notifications for process automation.
• Developed client-side and server-side scripts using Business Rules, Client Scripts, and Script Includes.
• Performed data migration using Import Sets, Data Sources, and Transform Maps.
• Built and managed Update Sets for promotion across Development, Test, and Production environments.
• Developed SLA and operational dashboards improving visibility of incident and change performance metrics.
• Managed users, groups, and roles while ensuring secure platform access and governance.
• Participated in requirement gathering, feasibility analysis, testing, and solution design activities.
• Translated business requirements into scalable ServiceNow ITSM solutions.
• Provided platform support and troubleshooting for issues related to catalog items, workflows, and notifications.
• Created technical and functional documentation for developed solutions.
• Worked in Agile environments collaborating with cross-functional teams to deliver scalable ServiceNow solutions.
• Gained basic exposure to CMDB, MID Server, REST integrations, and ITOM concepts.

ServiceNow Administrator & ITSM Support - AltGenix Private Limited - Hyderabad

(2023-05 - 2024-12)

Client: Quintica

• Managed administration and configuration of ServiceNow ITSM modules including Incident, Problem, Change, Service Catalog, and Knowledge Management.
• Configured SLAs, Assignment Rules, Groups, Roles, ACLs, and platform settings aligned with ITIL best practices.
• Created and optimized Business Rules, Client Scripts, UI Policies, and Notifications to improve workflow automation.
• Developed Catalog Items and Record Producers, improving request management and reducing manual effort.
• Used Flow Designer to automate approvals and fulfillment, improving turnaround time by 25%.
• Built reports and dashboards for SLA breaches, incident trends, and change performance insights.
• Performed Import Sets and Transform Maps for data migration while ensuring data accuracy.

Bachelor of Technology - B.Tech - Sri Indu Institute of Engineering and Technology (2022) Ibrahimpatnam