Lukesh

ServiceNow Developer with 5+ years of hands-on experience designing, developing, customizing, and administering enterprise ServiceNow solutions on the Now Platform across Tokyo, Utah, Vancouver, and Washington DC releases. Specialized in Workflow Automation, IT Service Management (ITSM), Service Catalog, and Enterprise Process Automation, delivering scalable solutions that streamline business operations and improve service delivery. Proven expertise in developing scalable ServiceNow applications, workflows, portals, dashboards, reports, and automation solutions supporting IT Service Management (ITSM), and business process optimization.

Strong experience across ServiceNow modules including Incident, Problem, Change, Knowledge Management, Service Catalog, CMDB, ITOM Discovery, Service Portal, Performance Analytics, Flow Designer, Integration Hub, and Now Assist (GenAI). Hands-on expertise in developing complex workflows, Business Rules, Client Scripts, Script Includes, UI Policies, ACLs, Scoped Applications, and enterprise integrations using JavaScript, Glide APIs, REST APIs, and SOAP Web Services. ServiceNow Certified System Administrator (CSA) with strong foundations in Software Engineering, Cloud Computing, Enterprise Architecture, Workflow Automation, Artificial Intelligence, and IT Service Management (ITSM), with a proven track record of improving operational efficiency, and supporting enterprise digital transformation initiatives.

ServiceNow Developer at Discount Tire / Tabner (2025-01 – Present)

Developing and enhancing enterprise ServiceNow solutions supporting ITSM, Change Management, Release Management, Service Catalog, and workflow automation. Responsible for designing scalable solutions, improving operational efficiency, and streamlining enterprise business processes.

• Designed, developed, and implemented ServiceNow workflows supporting Change Management, Release Management, approval processes and enterprise service delivery.
• Developed and customized Business Rules, Script Includes, Client Scripts, UI Policies, UI Actions, and reusable server-side scripting components using JavaScript and Glide APIs.
• Built workflow automation solutions using Flow Designer, Service Catalog, Record Producers, Catalog Client Scripts, Variables, and RITM processes to reduce manual effort and improve operational efficiency.
• Developed dashboards, reports, scorecards, and Performance Analytics solutions to monitor SLA performance, service requests, operational KPIs, and business performance metrics.
• Implemented role-based access controls, ACLs, user roles, and group management to provide secure and efficient access to ServiceNow applications and platform resources.
• Performed data migration, import/export operations, update set management, scheduled jobs, background scripting, and environment synchronization across multiple ServiceNow instances.

ServiceNow Developer at Wipro Limited (2022-02 – 2024-09)

Developed and enhanced enterprise ServiceNow applications supporting IT Service Management (ITSM), workflow automation, security operations, incident management, change management, CMDB, service catalog, and enterprise process automation initiatives. Designed scalable ServiceNow solutions to improve operational efficiency, automate business processes.

• Developed and customized enterprise ServiceNow applications supporting Incident, Problem, Change, Request, Knowledge Management, CMDB, Service Catalog, and workflow automation.
• Designed and implemented complex ServiceNow automation solutions using Flow Designer, Workflow Editor, Business Rules, Script Includes, Client Scripts, UI Policies, UI Actions, Catalog Items, and Service Portal components.
• Built workflow automation solutions supporting Incident Management, approval processes, request fulfillment, task automation, and operational process orchestration.
• Developed Service Portal pages, widgets, dashboards, reports, and self-service interfaces, improving user experience, operational visibility, and service adoption.
• Developed REST and SOAP integrations using Integration Hub, MID Server, and web services to integrate ServiceNow with enterprise applications and third-party business systems.
• Implemented CMDB data management, Import Sets, Transform Maps, and discovery processes to improve asset visibility, configuration management, and operational governance.
• Collaborated with infrastructure, operations, service desk, QA, and business stakeholders to analyze requirements, troubleshoot incidents, perform root cause analysis, and deliver scalable ServiceNow solutions.

Master of Science in Computer Science – Avila University

Bachelor of Technology in Computer Science and Engineering – KL University