Anand Cherukuri

Astute, customer-centric ServiceNow professional, offering 12 years of demonstrated technical and leadership experience in the IT services industry. Deep, broad-based expertise in architecting, designing, and implementing business functions on leading-edge, IT service management platforms (Remedy and ServiceNow) using various cutting-edge technologies. Creative problem solver with a passion for driving enterprise architecture improvements in challenging, fast-paced environments.

Expert in defining processes, driving migration of legacy systems, and building next-generation systems. Exceptional technical and leadership acumen. Well versed in delivering large-scale IT solutions that reduce costs through productivity improvements, automation, and optimization.

Skilled in building, training, and leading multi-site, cross-functional teams of subject matter experts and key stakeholders to implement and drive execution of enterprise-level infrastructure technologies and solutions.

ServiceNow Developer at Edgewater Federal Solutions (2026-07 – Present)

• Working with the stake holders, collect requirements to build the catalog services for Voice and teleconference services.
• Design and normalize the locations data to use in the certification process for the conference rooms and for the equipment in the rooms.
• Design the equipment and devices CMDB classes to store the rooms equipment and devices and manage their working condition.
• Participate in the collaborative team meetings and CAB meetings to support the team and help providing the solutions to build the efficient system.

Sr ServiceNow Developer at Fannie Mae (2019-07 – 2026-06)

• Work with ServiceNow Impact team to get an instance to setup the AI feature with limited data set and identify the areas for custom enhancement and rollout the existing features that can be leveraged in IPC.
• Evaluating Now Assist and generative AI features for chat generation.
• Lead Raptor DB migration and managed the platform with minimal impact.
• Lead the platform upgrade to the latest and greatest as soon as the new version is released. Lead handful of upgrades and successfully upgraded to the latest version.
• Designed and built an operations workspace to monitor key indicators reflecting platform health and availability.
• Manage the service accounts and MID server hosts and make sure they are in good condition to perform the discovery and be able to run the integrations.
• Improve the operations efficiencies by leading and automating the continuous release process CI/CD pipeline for Bi-weekly releases.
• Manage the MID Servers with automated script to rotate service account of the MIDs, restart the hundreds of MIDs in the maintenance windows.
• Manage the users access levels.
• Implemented Entra ID AD integration to sync the employee's information into ServiceNow Platform.
• Implemented JDBC integration using the Data sources to get the federated CMDB data from AWS and MSSQL, Oracle dBs'.
• SAM: Load entitlements, perform reconcile, Track License Compliance, fix discovery of software issues.
• HAM: Ensure data integrity and reconciliation between physical asset records in HAM and Configuration Items (CIs) in the CMDB.
• Implemented integration with SCCM, Workspace ONE to load the servers, desktop data.
• Implemented custom features to align the assets to the portfolio.
• Implemented reports to track the Assets and their warranties.
• Implemented Discovery for the Fannie Mae's hosts and network gear devices.
• Improve and fine tune the performance of the discovery execution times.
• Make sure CMDB data is accurate and reliable by monitoring the Discovery and individual classes for discovered data. Built Dashboards that provides various KPIs to track the CIs.
• Implemented integration with the Infoblox tool to get the feed of the newly built Subnets and automate the discovery schedule adjustment to discover new hosts and network devices.
• Implement Service Graph Connector for Workspace One UEM to get the computers data.
• Implement Service Graph Connector for Meraki for Meraki switches and routers.
• Developed a prototype for the Agent Client Collector intended to replace the SGC for Workspace ONE; identified significant product maturity gaps and recommended postponing adoption.
• Project Management focused on guiding the discovery team to architect and operationalize new patterns through fast, iterative delivery loops.
• Implemented scoped application build to production, permits to deploy into Production environment. Designed forms, implemented client-side validations in client scripts, business logic in business rules, developed reports for KPIs. Monitoring for errors in the process.
• Built ATF test cases to manage the IPC use cases and help maintaining the process configurations.

Lead ServiceNow Developer at Wipro Ltd / T-Mobile (2018-11 – 2019-07)

Provided strategic planning for the Technology & Engineering Quality IT organization to support ITSM implementation. Define the best practice process flows for the functional teams' services and documented them for future use. Gathered service requirements, document them, designed, and built it in the platform.

Led end-to-end system development using the Agile\Scrum methodology. Identify the user stories and track the project execution. Define roadmap for Service Desk, design, implement and productionize. Streamline the Change and Release Management processes to improve efficiency and consistency.

Designed and documented the application registration and onboarding process. Managed the project lifecycle for the implementation of ITSM initiatives. Expand the CMDB footprint to include all of the environments for several teams.

Implemented signature pad integration with a custom catalog item to capture manager authorization before releasing equipment to new hires.

Lead ServiceNow Developer at PAYPAL Inc. (2012-10 – 2018-07)

Led migration of home-grown Remedy to ServiceNow Platform. Set standards for the ServiceNow instance governance related to best practices for defining configurations vs customizations. Drove and enhanced system to onboard organizations for better-integrated orchestration processes around all of the NOC functions. Optimized benefits of new ServiceNow light speed development platform. Analyzed the current business processes to detect deficiencies and recommend ServiceNow solutions for the improved uses of services and collaboration between teams\orgs. Implemented ITSM Modules, Incident, Change, and Problem in ServiceNow with hands on configuring & coding.

Implemented Change

Score system for better visibility with minimized approvals.

Provided

ServiceNow data, reports, and analytics to support the business operations and metrics for Performance Analytics tool and for Tableau tool for executive dashboards. Implement integrations to SAP, Mobile Reach. Championed end-to-end ServiceNow product architecture to ensure detailed design and development remains consistent with the overall product strategy and roadmap. Successfully achieved highest delivery rates by grooming backlog, prioritize the tasks for sprints, and manage the delivery of the tasks in Agile Scrum driven environment. Ensuring the reliability, stability, and scalability of a continually expanding platform. Identified solutions and formulated implementation and migration strategies. Provided detailed technical architecture analysis, design and direction on development activities. Designed a messaging system to minimizes the API traffic on the platform and help customers to consume ticket updates in near real time. Gather, document, and design HRMS flows and processes for employee onboarding. Led upgrade of the ServiceNow to Istanbul version. Continuously followed new versions and made decisions to move to new version or to skip a version. Drove break-fix analysis and documenting RCA for incidents and ensured support team resolved the root cause. Published white paper for API performance tuning for internal customers of ServiceNow.

Lead Remedy Developer at Ebay Inc. (2005-08 – 2012-10)

Played instrumental role in building an enterprise Remedy system to manage PayPal site operations. Worked with NOC and internal customers to understand and onboard existing processes onto system to operate under operations head. Implemented the complete custom ITSM suite for PayPal and man

Masters in Computer Science, Nagarjuna University, India.