Arunkumar Akula

ServiceNow Developer/Admin with 5 years of experience delivering enterprise-scale ServiceNow solutions across ITSM, CMDB, ITOM, HRSD, and CSM modules. Proven expertise in Flow Designer, Scripted REST APIs, and Service Portal customizations, enabling automation of complex workflows and reducing manual effort. Experienced in integrating ServiceNow with Jira, Slack, and external applications using REST/SOAP APIs and MID Server, improving operational efficiency for 10,000+ users.

Skilled in CMDB discovery, asset management, and performance analytics to enhance SLA compliance and IT decision-making. Strong record of designing dashboards, orchestrating automated processes, and enforcing role-based access controls for secure, scalable platforms. Adept in Agile and ITIL-aligned practices, collaborating with cross-functional teams to deliver impactful solutions that drive measurable business outcomes.

Recognized for improving ticket resolution speed, optimizing workflows, and increasing system reliability across high-volume, fast-paced environments. Progressive career growth from ServiceNow Administrator to Developer, building a strong foundation in platform administration and advancing into complex development and automation responsibilities. Extensive experience supporting IT Service Management (ITSM) processes including Incident, Problem, Change, Request, Knowledge, and SLA Management in high-volume, business-critical environments.

Proven expertise implementing Integrated Risk Management (IRM/GRC) capabilities, supporting Risk Management, Policy & Compliance, Issue Management, and audit readiness workflows aligned with governance standards. Strong development skills in JavaScript and Glide APIs, with hands-on experience building Business Rules, Script Includes, Client Scripts, UI Policies, and UI Actions to support scalable and maintainable solutions. Experienced in designing and implementing Flow Designer automations, reusable subflows, orchestration, and scheduled jobs to streamline service fulfillment, compliance reviews, and risk remediation processes.

Hands-on experience with UI Builder, Service Portal, and modern ServiceNow workspaces, delivering role-based user experiences for IT operations, risk owners, and compliance stakeholders. Skilled in integrating ITSM, CMDB, and IRM data models, enabling end-to-end traceability between services, infrastructure, incidents, risks, controls, and compliance issues. Experienced in supporting REST/SOAP-based integrations, IntegrationHub, MID Server, LDAP, SSO, OAuth2, and external enterprise systems (Jira, Slack, HR, Finance, Logistics).

Strong collaborator in Agile/Scrum environments, working closely with architects, product owners, and cross-functional teams to deliver scalable, secure, and compliant ServiceNow solutions.

ServiceNow Developer/Admin - DoorDash - USA

(2025-01)

• Engineered ITSM modules for Incident, Problem, Change, and Request Management, streamlining 15,000+ monthly tickets and reducing resolution time, significantly improving SLA adherence and operational efficiency.
• Designed and automated Service Catalog workflows using Flow Designer, cutting onboarding and provisioning cycle times by 30% across 12 departments and reducing manual approvals.
• Developed Scripted REST APIs to integrate ServiceNow with HR, finance, and logistics systems, achieving real-time data synchronization for 10,000+ employees and reducing data errors by 25%.
• Configured CMDB Discovery and Service Mapping for 25,000+ configuration items, enhancing asset visibility, proactive incident detection, and cross-team operational awareness.
• Optimized Service Portal experience by implementing client/server scripts, UI Policies, Business Rules, and UI Actions, reducing ticket submissions due to form errors by 20%.
• Integrated ServiceNow with Jira, Slack, and third-party applications using REST/SOAP APIs and Integration Hub, improving automated notifications and collaboration efficiency across multiple teams.
• Administered roles, ACLs, and security policies, ensuring platform compliance and secure access control for 10,000+ users across multiple environments.
• Built dashboards and Performance Analytics reports to monitor KPIs, SLA adherence, and trends, providing management with actionable insights to optimize IT operations.
• Implemented orchestration and scheduled jobs for automated processes, eliminating repetitive manual tasks and increasing service delivery efficiency across internal teams.
• Led end-to-end configuration and customization of Incident, Problem, Change, Request, Knowledge, and SLA Management in a large-scale healthcare environment.
• Implemented Major Incident Management (MIM) processes including priority escalation, automated notifications, and executive communications.
• Designed and enhanced Change Management workflows with standard, normal, and emergency change models, CAB approvals, and blackout schedules.
• Developed Business Rules (before/after/async) and Script Includes using JavaScript and Glide APIs to enforce ITSM logic and improve platform performance.
• Built complex Client Scripts, UI Policies, and UI Actions to control form behavior, validations, and dynamic field visibility.
• Automated ITSM processes using Flow Designer and reusable subflows for incident resolution, request fulfillment, and change approvals.
• Migrated legacy workflows to Flow Designer as part of ServiceNow platform modernization.
• Designed and maintained Service Catalog items, record producers, and variable sets with multi-level approval workflows.
• Integrated ITSM processes with CMDB and CSDM-aligned services, enabling accurate impact analysis and service visibility.
• Built UI Builder workspace pages with role-based experiences for IT operations teams, risk owners, and compliance stakeholders.
• Developed reusable server-side and client-side scripts using JavaScript and Glide APIs to support both operational and governance use cases.
• Assisted in configuring risk statements, scoring logic, and response workflows aligned with enterprise governance standards.
• Supported policy lifecycle management, including policy distribution, acknowledgments, and evidence collection using ServiceNow.
• Built reports and dashboards to provide visibility into SLA performance, open risks, audit issues, and remediation status.

ServiceNow Developer/Admin - HCL Tech - India

(2019-06 - 2023-12)

• Delivered ITSM modules for Incident, Problem, Change, and Request Management, handling 10,000+ annual service requests, improving resolution efficiency and end-user satisfaction across enterprise clients.
• Developed client/server scripts, Script Includes, and Business Rules to automate workflows and approvals, reducing manual interventions by 25% and improving cross-team process adherence.
• Managed CMDB, Asset Management, and Discovery schedules for 15,000+ assets, ensuring accurate tracking of hardware, software, and configuration items to support enterprise IT operations.
• Created dashboards, scheduled reports, and Performance Analytics KPIs to monitor SLA compliance, providing executive-level insights and enhancing decision-making for multiple departments.
• Integrated ServiceNow with LDAP, SSO, and external REST APIs, achieving secure authentication and real-time data exchange across six enterprise applications, improving operational continuity.
• Enhanced Service Portal with dynamic forms, custom widgets, and guided workflows, enabling self-service for IT and business users, improving end-user satisfaction and adoption.
• Administered Update Sets, Transform Maps, and Data Policies, ensuring accurate data imports, structured deployment, and consistency across development, test, and production environments.
• Implemented orchestration workflows and automated notifications, reducing manual efforts, improving SLA compliance, and supporting proactive incident and event management initiatives.
• Supported daily operations of ServiceNow ITSM modules including Incident, Problem, Change, Request, Knowledge, and SLA Management for a financial services client.
• Configured Incident and Request workflows.

Master of Science - Information Technology Management - Campbellsville University (2025-05)