Niharika Reddy

ServiceNow Developer/Administrator with 4+ years of experience in designing, developing, and implementing enterprise ServiceNow solutions. Strong experience in ServiceNow modules including ITSM, ITOM, HRSD, CMDB, Incident Management, Problem Management, Change Management, Knowledge Management, and Service Catalog. Hands-on expertise in Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions, Flow Designer, Workflow Editor, IntegrationHub, and ACLs.

Proficient in Service Portal development using JavaScript, Glide API, HTML, CSS, and AngularJS to develop customized applications and user interfaces. Experienced in REST API, SOAP API, LDAP, SAML/SSO, SCCM integrations, Import Sets, Transform Maps, Data Sources, and MID Server configuration. Skilled in CMDB administration, reporting, dashboards, Performance Analytics, instance management, and ServiceNow platform customization.

Experienced working in Agile/Scrum environments with strong knowledge of SDLC and ITIL processes to deliver scalable and efficient ServiceNow solutions.

ServiceNow Developer - First Citizen Bank

(2024-09)

• Implemented and enhanced ITSM modules (Incident, Problem, Change, Service Catalog) aligned with ITIL practices to improve process consistency and service delivery
• Developed 20+ Business Rules, Client Scripts, and Script Includes to automate workflows, enforce data integrity and security controls (ACLs), and reduce manual effort
• Built end-to-end workflows using Flow Designer and IntegrationHub, embedding AI-driven workflows to streamline approvals and task management across teams
• Designed and configured Service Catalog items with automated approvals and lifecycle actions to improve request fulfillment time
• Leveraged multiple programming languages to design, develop, and maintain scalable software solutions for complex engineering challenges
• Developed and implemented AI-driven solutions to enhance performance, automate routine tasks, and improve user experience within Service Portal and custom applications
• Integrated ServiceNow with external systems and security tools using REST/SOAP APIs and JDBC; authored SQL/JDBC queries to ingest, update, and retrieve backend data
• Implemented and maintained information security protocols and role-based access to protect sensitive data and support compliance validations
• Led end-to-end ServiceNow enhancements from requirement gathering to deployment and production support, collaborating with stakeholders throughout the SDLC
• Maintained CMDB including CI relationships and data modeling efforts to improve data accuracy and service visibility
• Worked on HRSD module to design HR case management workflows and employee service portal enhancements, including automated onboarding/offboarding lifecycle actions
• Partnered with business stakeholders to deliver scalable ServiceNow solutions aligned with organizational goals and participated in Agile ceremonies for continuous delivery
• Developed and maintained robust Microservices, ensuring high availability and performance for user-facing features
• Created dashboards and reports using Performance Analytics to track KPIs and improve SLA compliance
• Provided production support: triaged and fixed incidents/bugs, performed root cause analysis, and implemented fixes to prevent recurrence

ServiceNow Developer - Accenture - Hyderabad, India

(2022-05 - 2023-12)

• Developed and customized ITSM applications including Incident, Change, Problem, and Request Management to meet client requirements
• Created automation scripts using Business Rules, Client Scripts, and Script Includes to improve process efficiency and reduce manual tasks
• Developed and maintained robust applications using Python, ensuring scalability and performance for complex systems
• Developed and optimized big data pipelines, ensuring efficient data processing and analysis for the engineering team
• Implemented advanced features and semantic structures with HTML5 to enhance the performance and accessibility of software engineering solutions
• Applied Enterprise Risk principles to software design, ensuring robust and secure system architecture
• Integrated various Enterprise Services to enhance application functionality and performance in a Staff Software Engineer role
• Managed and optimized CI/CD infrastructure, ensuring reliable and efficient software builds and deployments for Staff Software Engineers
• Developed and maintained SQL queries for data manipulation and reporting in a software engineering context
• Designed Service Catalog items and workflows with approval mechanisms to standardize request fulfillment
• Customized forms, UI Pages, and UI Macros to enhance user experience and streamline data entry
• Managed user roles, groups, and ACLs to ensure secure data access and compliance with access requirements
• Performed data imports using Import Sets and Transform Maps to populate CMDB and maintain data integrity
• Configured email notifications and event-driven triggers to support operational processes
• Supported CMDB with CI creation and relationship mapping and contributed to data modeling activities
• Generated reports and dashboards for operational insights and KPI tracking
• Provided production support and assisted in deployments and upgrades, including troubleshooting, triaging and bug fixes

Master's - Analytics - Saint Louis University

Bachelor's - Electronics and Communication Engineering - JNTU