Lavan K

About Lavan K

I’m a ServiceNow Developer with 6+ years of hands-on experience designing, configuring, and developing scalable ServiceNow solutions across ITSM, ITOM, HRSD, CSM, and IT Asset Management (ITAM) modules.I’m passionate about using automation, clean architecture, and integrations to simplify enterprise workflows and improve service delivery. Over the years, I’ve partnered with cross-functional teams to transform complex business processes into efficient, data-driven digital experiences on the ServiceNow platform. What I Do Best:Build and customize ITSM modules (Incident, Problem, Change, Request) with automated SLAs, notifications, and workflows aligned with ITIL v4.Develop Service Portals and UI Builder workspaces that improve user experience and self-service adoption.Design and optimize CMDBs with Discovery and Service Mapping, ensuring accurate and actionable configuration data across hybrid environments.Automate business processes using Flow Designer, IntegrationHub, Orchestration, and custom scripting (JavaScript, GlideScript).Integrate ServiceNow with major enterprise tools like AWS, SAP, Jira, HRIS, and Workday, ensuring seamless data flow and system reliability.Create Performance Analytics dashboards to track SLA compliance, operational health, and KPIs.Drive platform governance, security, and role-based access (ACLs/RBAC) for compliance with enterprise policies. A Few Highlights: Improved CMDB accuracy by 20% through automated Discovery and Service Mapping. Reduced MTTR by 25% via proactive Event Management integration. Automated HR onboarding/offboarding, reducing manual HR effort by 30%. Delivered multiple integrations (AWS, SAP, Jira, Workday) that increased system efficiency and transparency.I enjoy solving technical challenges, collaborating with teams, and helping organizations unlock the full potential of ServiceNow. My goal is to continue building secure, automated, and intelligent enterprise solutions that make IT services faster, smarter, and more connected. Core Skills: ServiceNow Development | ITSM | ITOM | HRSD | CSM | ITAM | CMDB | Flow Designer | IntegrationHub | JavaScript | REST/SOAP APIs | ITIL v4 | Agile

Experience

1. Software Engineer

   Capital One

   Dec 2023 — Present

   Implemented ITSM modules (Incident, Problem, Change, Request) with custom SLAs, notifications, and approval workflows aligned with ITIL v4 standards.· Developed custom Service Portal widgets and UI Builder workspaces, enhancing agent productivity and self-service adoption.· Configured CMDB with Discovery and Service Mapping across hybrid cloud/on-prem environments, increasing CI accuracy by 20%.· Integrated ServiceNow with AWS, SAP, Jira, and HR systems using scripted REST APIs and OAuth authentication.· Automated onboarding and offboarding in HRSD using Flow Designer and Workday integration, cutting HR manual tasks by 30%.· Built Performance Analytics dashboards to visualize SLA compliance, backlog trends, and service health metrics.· Implemented Event Management to auto-generate incidents from monitoring tools, reducing MTTR by 25%.· Authored reusable Script Includes and GlideAjax utilities for consistent automation logic.· Defined ACLs and RBAC ensuring compliance with enterprise security and governance.· Contributed to Agile sprints, retrospectives, and stand-ups delivering user stories on schedule.

Education

• New England College

  Master's degree, Data science & Analytics