Hema Malini

ServiceNow Administrator with 6+ years of extensive experience administering, configuring, and optimizing the ServiceNow platform to improve IT service delivery, automate business processes, and enhance operational efficiency. Expertise in ITSM, ITOM, CMDB, Service Catalog, Incident, Problem, Change, Knowledge Management, Asset Management, Discovery, and Service Portal with hands-on platform administration experience. Experienced in configuring business rules, client scripts, UI policies, UI actions, ACLs, workflows, Flow Designer, notifications, SLAs, reports, dashboards, and catalog items to meet business requirements.

Strong knowledge of ServiceNow platform administration, user management, security, role-based access control (RBAC), system cloning, upgrades, patch management, and instance maintenance. Proficient in integrating ServiceNow with enterprise applications using REST APIs, SOAP, IntegrationHub, MID Server, LDAP, Active Directory, SCCM, and monitoring tools to enable seamless data exchange. Experienced in CMDB administration, Discovery, Service Mapping, and asset lifecycle management to maintain accurate configuration data and improve IT operational visibility.

Skilled in troubleshooting platform issues, performance tuning, instance health monitoring, and implementing platform best practices to maximize system reliability and user experience. Strong understanding of ITIL, Agile, and DevOps methodologies with experience supporting incident, problem, change, release, and service request management processes. Adept at collaborating with business stakeholders, developers, infrastructure teams, and support organizations to deliver scalable ServiceNow solutions aligned with business objectives.

Excellent analytical, communication, and problem-solving skills with a proven ability to manage multiple priorities while delivering secure, high-performing, and enterprise-scale ServiceNow solutions.

ServiceNow Administrator - Johnson & Johnson - New Brunswick, New Jersey

(2025-10)

• Administered and maintained the ServiceNow platform by configuring users, groups, roles, ACLs, notifications, scheduled jobs, and system properties to support enterprise IT operations.
• Configured and supported Incident, Problem, Change, Request, Knowledge, CMDB, Service Catalog, Asset Management, and Discovery modules to improve IT service delivery.
• Developed and customized Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, Flow Designer workflows, and catalog items based on business requirements.
• Managed user access, role-based security (RBAC), and authentication while ensuring compliance with organizational security policies and governance standards.
• Configured Service Catalog items, Record Producers, approval workflows, SLAs, and automated notifications to streamline service request fulfillment.
• Collaborated with developers, infrastructure teams, business stakeholders, and support groups to implement scalable ServiceNow solutions aligned with business objectives.
• Performed root cause analysis, issue resolution, platform optimization, and continuous improvement initiatives to enhance system reliability and user experience.
• Maintained technical documentation, configuration records, SOPs, knowledge articles, and platform governance documentation to support ongoing operations.
• Participated in Agile and Scrum ceremonies, including sprint planning, backlog refinement, testing, deployments, and production support activities.
• Implemented security best practices, audit controls, encryption, and access governance to ensure platform compliance and protect sensitive business data.
• Supported production environments by managing incident resolution, change implementations, release activities, and post-deployment validation.
• Evaluated new ServiceNow features and platform capabilities, recommending enhancements that improved automation, service quality, scalability, and overall operational efficiency.

ServiceNow Administrator - Ascena Retail Group - Patskala, Ohio

(2024-01 - 2025-09)

• Configured and maintained email notifications, inbound actions, scheduled jobs, events, and system properties to support automated business processes.
• Developed and maintained REST and SOAP integrations with enterprise applications, cloud platforms, HR systems, monitoring tools, and third-party solutions.
• Performed instance cloning, update set management, application migrations, and release deployments across multiple ServiceNow environments.
• Implemented role-based access control (RBAC), ACLs, security constraints, and authentication policies to safeguard enterprise data and platform access.
• Managed data imports using Import Sets, Transform Maps, Data Sources, and scheduled data loads to maintain accurate and consistent platform information.
• Built executive dashboards, KPI reports, SLA metrics, and operational analytics to monitor platform performance and support management reporting.
• Supported ITSM processes by configuring Incident, Problem, Change, Release, Request, Knowledge, and Service Catalog modules according to ITIL standards.
• Monitored platform performance, resolved production incidents, optimized system configurations, and implemented preventive maintenance activities.
• Worked closely with business users to gather requirements, perform gap analysis, and configure ServiceNow solutions that aligned with organizational objectives.
• Participated in system testing, UAT support, defect resolution, deployment validation, and post-production support to ensure successful project delivery.
• Automated repetitive administrative tasks using Flow Designer, Scheduled Jobs, IntegrationHub, and scripting, significantly improving operational efficiency.
• Maintained platform documentation including technical specifications, configuration guides, SOPs, knowledge articles, and operational runbooks.
• Assisted with ServiceNow upgrades, family releases, patch installations, feature validation, and regression testing to ensure platform compatibility.
• Collaborated with infrastructure, security, application, and DevOps teams to implement scalable, secure, and reliable ServiceNow solutions.
• Participated in on-call production support, incident response, change management, and continuous improvement initiatives while maintaining enterprise service availability.

ServiceNow Developer - Mastercard - Hyderabad, India

(2021-09 - 2023-05)

• Designed, developed, and customized ServiceNow applications to automate business processes and enhance IT Service Management (ITSM) capabilities across enterprise environments.
• Developed Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions, UI Pages, and Catalog Client Scripts using JavaScript and ServiceNow best practices.
• Built and customized Service Catalog, Record Producers, Variable Sets, Order Guides, and workflow approvals to streamline service request fulfillment.
• Developed and implemented Flow Designer workflows, IntegrationHub integrations, and automated approval processes to improve operational efficiency.
• Configured and enhanced Incident, Problem, Change, Request, Knowledge, CMDB, Asset Management, Discovery, and Service Catalog modules.
• Designed and implemented REST and SOAP web service integrations with enterprise applications, third-party systems, cloud platforms, and monitoring tools.
• Integrated ServiceNow with LDAP, Active Directory, Azure AD, MID Server, REST APIs, SOAP APIs, and IntegrationHub for enterprise connectivity.
• Participated in platform upgrades, Update Set migrations, application deployments, regression testing, and production releases across multiple environments.
• Optimized platform performance by troubleshooting application issues, tuning scripts, and implementing ServiceNow development best practices.
• Maintained technical documentation, design specifications, knowledge articles, and development standards to support ongoing operations.