Aswini C

Overall 7+ years of IT experience with 5+ years of experience in ServiceNow with designing, developing, and implementing enterprise ServiceNow solutions across ITSM, ITOM, HRSD, CMDB, Discovery, Event Management, Service Catalog, Knowledge Management, and IntegrationHub. Hands-on experience delivering Greenfield ServiceNow implementations, configuring Incident, Change, Problem, and Knowledge Management modules, and developing scalable workflows aligned with ITIL best practices. Strong expertise in JavaScript, Glide APIs, Business Rules, Script Includes, Client Scripts, UI Policies, UI Actions, ACLs, Flow Designer, IntegrationHub, and Scoped Applications to automate business processes and enhance platform functionality.

Experienced in implementing CMDB, Discovery, MID Server, Event Management, Performance Analytics, and Service Catalog solutions to improve infrastructure visibility, operational efficiency, and service delivery. Proficient in designing and integrating REST and SOAP Web Services, developing custom applications, managing Update Sets, and supporting deployments across Development, UAT, and Production environments. Skilled in creating dashboards, reports, and SLA-driven workflows while collaborating with cross-functional teams in Agile/Scrum environments to deliver secure, scalable, and high-performing ServiceNow solutions.

Certified

ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist – ITSM (CIS-ITSM) with a strong commitment to delivering enterprise ServiceNow best practices.

ServiceNow Developer - AMEX - Pheonix, AZ (Remote)

(2026-05)

Enhanced ITSM and ITOM solutions by implementing new business requirements across Incident, Change, Problem, CMDB, and Event Management modules.

• Developed scalable automations using Flow Designer, IntegrationHub, Business Rules, Script Includes, and Client Scripts, reducing manual effort and improving process efficiency.
• Configured Discovery schedules, MID Servers, and CMDB reconciliation rules to improve Configuration Item accuracy and service dependency mapping.
• Built REST API integrations with enterprise applications to automate incident creation, change updates, and configuration data synchronization.
• Developed and enhanced Service Catalog Items, Record Producers, approval workflows, and notifications to streamline request fulfillment processes.
• Created Performance Analytics dashboards and executive reports to monitor SLA compliance, change success rate, incident trends, and operational KPIs.
• Performed code reviews, Update Set migrations, regression testing, and production deployments, ensuring successful releases across Development, QA, UAT, and Production.
• Collaborated with business stakeholders, architects, and Agile teams to gather requirements, deliver platform enhancements, and provide production support following ServiceNow best practices.

ServiceNow Developer - PNC Financial Services - Dallas, TX

(2024-11 - 2026-04)

Led a Greenfield implementation of ServiceNow ITSM, delivering Incident, Change, Problem, and Knowledge Management modules on a new enterprise instance.

• Configured Standard, Normal, and Emergency Change workflows with multi-level approvals, CAB processes, automated notifications, and scheduling controls.
• Implemented the Advanced Risk Assessment Calculator to evaluate change risk using CI impact, service criticality, historical changes, and blackout windows.
• Developed Incident Management workflows with automated assignment, priority calculation, SLA policies, escalations, and notification rules.
• Configured the complete Problem Management lifecycle, including Root Cause Analysis (RCA), Problem Tasks, Known Error Database (KEDB), and Knowledge integration.
• Built operational dashboards and Performance Analytics reports to monitor incident trends, SLA compliance, change success rates, and operational KPIs.
• Developed Business Rules, Script Includes, Client Scripts, UI Policies, and Flow Designer automations to streamline ITSM processes.
• Managed Update Sets, Scoped Application deployments, code reviews, testing, and production migrations across Development, UAT, and Production environments.

ServiceNow Developer - Panera Bread - Remote

(2023-08 - 2024-10)

Developed and enhanced ITSM solutions across Incident, Change, and Problem Management modules.

• Configured CMDB classes, CI relationships, identification rules, and dependency mappings to improve infrastructure visibility.
• Implemented ServiceNow Discovery schedules to automate Configuration Item population and maintain CMDB accuracy.
• Configured Event Management components, including Connector Instances, Event Rules, Alert Rules, and automated alert-to-incident workflows.
• Developed Business Rules, Script Includes, Client Scripts, UI Policies, and UI Actions using JavaScript and Glide APIs.
• Built Service Catalog Items, Record Producers, Variable Sets, and Flow Designer workflows to automate request fulfillment.
• Created Performance Analytics dashboards and executive reports for SLA compliance, incident trends, and change performance.
• Collaborated with cross-functional Agile teams to deliver scalable ITSM and ITOM enhancements while supporting production deployments.

ServiceNow Developer - Northwestern Mutual - Milwaukee, WI

(2023-03 - 2023-08)

Implemented and customized HR Service Delivery (HRSD) solutions, including HR Case Management and Employee Center.

• Developed HR Service Catalog items, Record Producers, approval workflows, and automated task generation for employee lifecycle requests.
• Customized Employee Service Center portals using widgets, pages, themes, and Knowledge Base integrations.
• Designed REST and SOAP integrations between ServiceNow and external HR systems for employee data synchronization.
• Configured Event Management solutions, including Event Rules, Connector integrations, Alert processing, and automated Incident creation.
• Supported Project Portfolio Management (PPM) by configuring projects, demands, resource plans, and project workflows.
• Developed Business Rules, Script Includes, Client Scripts, UI Policies, and Flow Designer workflows to automate HRSD and ITSM processes.
• Worked closely with business analysts, HR stakeholders, and Agile teams throughout sprint planning, UAT, and production deployments.

ServiceNow Developer - AIG Technologies - Houston, TX

(2021-07 - 2023-04)

Supported enterprise ServiceNow platform administration and transitioned into a ServiceNow Developer role by delivering platform customizations.

• Configured Incident, Change, Problem, and Knowledge Management modules with SLA definitions, workflows, approvals, and notification rules.
• Designed and maintained CMDB structures, CI classes, relationship mappings, identification rules, and reconciliation processes.
• Administered Discovery schedules and MID Servers while troubleshooting connectivity, credential, and classification issues.
• Developed Business Rules, Script Includes, Client Scripts, and server-side scripting using JavaScript and Glide APIs.
• Implemented Access Control Lists (ACLs) and role-based security to protect enterprise data and applications.
• Performed platform administration, instance maintenance, Update Set management, and production support activities.
• Collaborated with business users and technical teams to deliver scalable ServiceNow enhancements following Agile and ITIL best practices.

Web Technologies Developer - IdeaClan - India

(2016-09 - 2019-01)

Developed responsive web applications using HTML5, CSS3, JavaScript, Bootstrap, ReactJS, and AngularJS.

• Designed reusable UI components, dashboards, and dynamic web pages to improve application usability and user experience.
• Integrated front-end applications with backend systems using REST APIs, SOAP Web Services, AJAX, JSON, and XML.
• Customized application layouts, navigation menus, forms, themes, and portal interfaces for responsive design.

Bachelor of Technology - Computer Science Engineering - Jawaharlal Nehru Technological University (JNTUA) (2016)