Jagadeshwar Reddy Mettupalli
ServiceNow Developer | 9 yrs experience | ITSM, CMDB, CSM, Flow Designer | GxP & 21 CFR Part 11 Compliance | Pfizer | Pharma, Banking, Media | Automation, Integrations, Scoped Apps, PA Dashboards
- Role
- Servicenow Developer at Pfizer
- Location
- New York, NY, US
- LinkedIn followers
- 500 followers
About Jagadeshwar Reddy Mettupalli
ServiceNow Developer with 9+ years of experience implementing ITSM, CSM, and CMDB…
Experience
Servicenow Developer
Jan 2023 — Present · NY, US
ServiceNow Developer | Pfizer, New York | Jan 2023 – PresentAt Pfizer, I lead the design and development of scalable ServiceNow solutions to support global pharmaceutical operations, ensuring high availability and compliance across IT services. I’ve implemented robust ITSM workflows (Incident, Problem, Change Management) aligned with Pfizer’s SOPs, improving consistency across support teams.Key contributions include:* Integrated ServiceNow with Azure Monitor and Splunk using REST APIs for proactive incident creation, reducing MTTD/MTTR in manufacturing and R\\ & D environments* Developed SLA-focused dashboards using Performance Analytics, enabling real-time visibility into IT performance* Automated Service Catalog fulfillment via Flow Designer and Script Includes, cutting manual effort and improving turnaround* Maintained CMDB Discovery and Service Mapping for accurate asset tracking and regulatory impact assessments* Managed platform upgrades and instance clones across environments with minimal disruption* Configured secure RBAC and ACLs to enforce data governance and compliance* Collaborated with compliance teams to meet 21 CFR Part 11 and GxP standards, enhancing audit readiness* Built custom scoped applications to extend ServiceNow’s utility for lab and batch tracking* Resolved P1/P2 incidents through in-depth root cause analysis and platform tuning* Improved performance by optimizing GlideRecord queries, scripts, and business rules, resulting in 30% faster load times* Authored SOPs and knowledge base articles, reducing support tickets and enhancing self-serviceThis role allows me to blend technical expertise with regulatory awareness, supporting Pfizer’s mission to deliver breakthroughs that change patients’ lives.
Education
University of North Texas
Master of Science - MS
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