Mahesh Gaddam

Senior ServiceNow Developer

About

Senior ServiceNow Developer with 5+ years of experience in designing, developing, and administering enterprise ServiceNow solutions supporting ITSM and business operations. Expert in ITSM, CMDB (CSDM-aligned), Service Catalog, HRSD, SPM, Employee Center Pro, and Service Portal, with strong capabilities in workflow automation, platform engineering, and enterprise integrations using REST/SOAP APIs. Proven track record of driving continuous improvement, automation, and platform optimization, reducing operational effort and improving service delivery efficiency by up to 30%. Experienced in Agile/Scrum environments, ITIL-based implementations, and delivering scalable, secure, and high-performance solutions aligned with business objectives. ServiceNow Certified System Administrator with hands-on experience in Now Assist (AI), IntegrationHub, Flow Designer, and platform innovation initiatives.

Professional Experience

Senior ServiceNow Developer

Synchrony

June 2021 -- May 2023

--Led end-to-end development, customization, and deployment of ServiceNow solutions across ITSM, HRSD, and Employee Center Pro, improving cross-functional service delivery.
--Designed and implemented workflow automation using Flow Designer and IntegrationHub, reducing manual processing time by 30%+.
--Developed and optimized Incident, Change, and Request Management processes, improving SLA compliance by 35%.
--Built and maintained REST/SOAP integrations, improving system data synchronization performance by 40%.
--Implemented Now Assist (AI) capabilities to enhance knowledge suggestions and automate ticket categorization, improving agent productivity.
--Designed CSDM-aligned CMDB architecture, improving service mapping accuracy and enabling better impact analysis.
--Developed Service Catalog solutions and Employee Center Pro interfaces, improving user experience and self-service adoption.
--Built custom IntegrationHub spokes and reusable subflows, enabling scalable and low-code integrations.
--Developed UI Builder workspaces and Service Portal components, ensuring responsive and consistent user experience.
--Configured HAM Pro, linking hardware assets with CMDB CIs to enable full lifecycle tracking and compliance reporting.
--Created Performance Analytics dashboards and KPIs, providing leadership visibility into service performance and trends.
--Executed ATF testing and participated in upgrades/cloning, improving release quality and platform stability.
--Authored technical documentation (architecture, workflows, configurations) to support maintainability and governance.
--Configured Project Workspaces and dashboards to provide real-time insights into project status, risks, and resource utilization, enhancing executive decision-making.
--Built custom KPIs and Performance Analytics dashboards for portfolio health, budget tracking, and project delivery metrics, improving reporting accuracy and visibility.
--Leveraged Now Assist (AI) to enhance project summaries, risk insights, and knowledge recommendations for project managers.

ServiceNow Developer / Administrator

Tech Mahindra

June 2018 -- May 2021

--Developed and administered ServiceNow solutions across ITSM, CMDB, and Service Catalog, aligning with ITIL best practices.
--Designed and implemented 20+ Service Catalog items and Record Producers, reducing request fulfillment time by 40%.
--Built custom applications and workflows using scoped applications and Flow Designer, improving operational efficiency.
--Configured Incident, Change, Problem, and Knowledge Management modules, enhancing service delivery processes.
--Implemented CMDB data models and integrations using Import Sets and Transform Maps, improving data accuracy and governance.
--Developed REST API integrations and MID Server configurations for enterprise system connectivity.
--Created SLA definitions and automated workflows, improving SLA tracking and compliance.
--Supported Agile/Scrum delivery, participating in sprint planning, backlog grooming, and release cycles.
--Built reports and dashboards to track ITSM metrics and operational KPIs.
--Maintained documentation for configurations, workflows, and best practices, ensuring knowledge sharing and consistency.
--Migrated solutions using Update Sets and CI/CD practices, ensuring controlled deployments across environments.

Skills

ServiceNow Modules: ITSM (Incident

Change

Problem)

Service Catalog

CMDB (CSDM)

HAM

HRSD

SPM

Employee Center Pro

Knowledge Management

Development & Scripting: JavaScript

Business Rules

Client Scripts

Script Includes

UI Policies

UI Actions

ACLs

Platform & Tools: Flow Designer

IntegrationHub

Service Portal

UI Builder

ATF

Update Sets

Integrations: REST

SOAP

JSON

XML

MID Server

LDAP

SSO

API integrations

Automation & AI: Now Assist (AI)

Workflow Automation

Process Optimization

Predictive Insights

Reporting & Analytics: Performance Analytics

Dashboards

KPI Tracking

Methodologies: Agile

Scrum

SDLC

ITIL V3/V4

Education

Master of Science in Computer Science

Auburn University at Montgomery -- USA

2024 -- 2025

Contact

Interested in working together? Feel free to reach out.

[email protected]+1 (470)-909-4063

About

Professional Experience

Senior ServiceNow Developer

Synchrony

June 2021 -- May 2023

--Led end-to-end development, customization, and deployment of ServiceNow solutions across ITSM, HRSD, and Employee Center Pro, improving cross-functional service delivery.
--Designed and implemented workflow automation using Flow Designer and IntegrationHub, reducing manual processing time by 30%+.
--Developed and optimized Incident, Change, and Request Management processes, improving SLA compliance by 35%.
--Built and maintained REST/SOAP integrations, improving system data synchronization performance by 40%.
--Implemented Now Assist (AI) capabilities to enhance knowledge suggestions and automate ticket categorization, improving agent productivity.
--Designed CSDM-aligned CMDB architecture, improving service mapping accuracy and enabling better impact analysis.
--Developed Service Catalog solutions and Employee Center Pro interfaces, improving user experience and self-service adoption.
--Built custom IntegrationHub spokes and reusable subflows, enabling scalable and low-code integrations.
--Developed UI Builder workspaces and Service Portal components, ensuring responsive and consistent user experience.
--Configured HAM Pro, linking hardware assets with CMDB CIs to enable full lifecycle tracking and compliance reporting.
--Created Performance Analytics dashboards and KPIs, providing leadership visibility into service performance and trends.
--Executed ATF testing and participated in upgrades/cloning, improving release quality and platform stability.
--Authored technical documentation (architecture, workflows, configurations) to support maintainability and governance.
--Configured Project Workspaces and dashboards to provide real-time insights into project status, risks, and resource utilization, enhancing executive decision-making.
--Built custom KPIs and Performance Analytics dashboards for portfolio health, budget tracking, and project delivery metrics, improving reporting accuracy and visibility.
--Leveraged Now Assist (AI) to enhance project summaries, risk insights, and knowledge recommendations for project managers.

ServiceNow Developer / Administrator

Tech Mahindra

June 2018 -- May 2021

--Developed and administered ServiceNow solutions across ITSM, CMDB, and Service Catalog, aligning with ITIL best practices.
--Designed and implemented 20+ Service Catalog items and Record Producers, reducing request fulfillment time by 40%.
--Built custom applications and workflows using scoped applications and Flow Designer, improving operational efficiency.
--Configured Incident, Change, Problem, and Knowledge Management modules, enhancing service delivery processes.
--Implemented CMDB data models and integrations using Import Sets and Transform Maps, improving data accuracy and governance.
--Developed REST API integrations and MID Server configurations for enterprise system connectivity.
--Created SLA definitions and automated workflows, improving SLA tracking and compliance.
--Supported Agile/Scrum delivery, participating in sprint planning, backlog grooming, and release cycles.
--Built reports and dashboards to track ITSM metrics and operational KPIs.
--Maintained documentation for configurations, workflows, and best practices, ensuring knowledge sharing and consistency.
--Migrated solutions using Update Sets and CI/CD practices, ensuring controlled deployments across environments.

Skills

ServiceNow Modules: ITSM (Incident

Change

Problem)

Service Catalog

CMDB (CSDM)

HAM

HRSD

SPM

Employee Center Pro

Knowledge Management

Development & Scripting: JavaScript

Business Rules

Client Scripts

Script Includes

UI Policies

UI Actions

ACLs

Platform & Tools: Flow Designer

IntegrationHub

Service Portal

UI Builder

ATF

Update Sets

Integrations: REST

SOAP

JSON

XML

MID Server

LDAP

SSO

API integrations

Automation & AI: Now Assist (AI)

Workflow Automation

Process Optimization

Predictive Insights

Reporting & Analytics: Performance Analytics

Dashboards

KPI Tracking

Methodologies: Agile

Scrum

SDLC

ITIL V3/V4