Mahesh K
Servicenow Developer @Infosys
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WORK HISTORY
Servicenow Developer @Infosys
Toronto, ON, CA
Implemented SSO for end user authentication to let users login without entering credentials. Used REST and SOAP web services for above mentioned integrations with different authentication mechanisms like JWT etc. Implemented JWT authentication mechanism for HPSM for Core Services. Designed and implemented ServiceNow CMDB and CSDM data models, aligning with ITIL and governance standards.Configured and enhanced the ServiceNow SecOps module (Security Incident Response, Vulnerability Response) to streamline incident remediation workflows and integrate with threat intelligence tools.Developed reusable ServiceNow components and UI widgets to ensure scalable, long-term maintainability across ITSM, CSM, and SecOps.Configured and customized CMDB and ITSM applications (Incident, Change, Service Catalog) using CSDM principles.CI lifecycle processes including onboarding, normalization, reconciliation, and decommissioningImproved CMDB health to 96% accuracyConfigured and maintained certificate inventory flows within ServiceNowCompliance dashboards and monitored CMDB health KPIsDesigned and implemented REST/SOAP integrations, authentication, and entitlement services.Supported Service Mapping and orchestration for automated discovery and cloud provisioning.Performed data migration, CMDB audits, and remediation to ensure integrity across environments.Built workflows with approvals, notifications, and automation to align ITSM, ITOM, and CSM processes.Defined and managed service portfolios and technical services, enabling visibility across ITSM, ITOM, and CSM.Led Service Mapping to discover business/technical services, troubleshoot discovery patterns, and ensure accuracy.Served as SME for Now Assist, guiding stakeholders on best practices, adoption strategy, and platform capabilitiesDelivered Application Portfolio Management (APM) strategies to align business services with ITOM/CSMPerformed hands-on config, custmtzn, and intgrn of CMDB, ITSM, ITOM, and CSM modules.
EDUCATION
JNTUH College of Engineering Hyderabad
Bachelor of Technology - BTech, Computer Science
ABOUT MAHESH K
6+ years of experience in Service Now Development, java and Administration. • Hands on experience in designing, implementing, and optimizing CMDB, CSDM frameworks, and ITSM solutions. • Proven expertise in Service Mapping, Application Portfolio Management (APM), ITOM/CSM alignment, and enforcing data governance and CMDB health KPIs. • CMDB lifecycle management processes (onboarding, normalization, reconciliation, and decommissioning of CIs)• Achieving 95%+ data accuracy through audits, remediation, and governance enforcement• Certificate inventory management• Hands-on in ServiceNow customization, integrations (REST/SOAP), workflows, ACLs, and performance analytics. Strong track record of delivering scalable ServiceNow solutions aligned with ITIL best practices.• Experience in areas of Service Now such as Change Management, Incident Management, Problem Management, Service Catalog, CMDB, Asset Management, Project Portfolio Management and Knowledge Management.• Expertise in customizing applications using JavaScript, AngularJS and HTML in Service Now. • Extensive experience in Software Development Lifecycle (SDLC) managing project scope, requirement definition, resource management, change management, analysis, managing work schedules, project status reporting, project coordination and conflict resolution. • Experience in web application development using HTML, Java Script, Java, JSP, CSS3, jQuery, Bootstrap and Angular JS.• Hands-on experience leading all stages of system development such as requirement, architecture, development, testing and support. • Implemented Service Now ITSM applications such as Incident, Change and Helpdesk Management. • Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients. • Strong experience on Testing Methodologies and Experience on Preparation of Test plans, and support for Integration testing & UAT. • Worked on Service Mapping to define business services, troubleshoot the discovery and mapping process as well as create new discovery patterns. • Thorough practical familiarity with Configuration Management and Deployment tools including Puppet, Ansible, Chef, Terraform, and Octopus Deploy.• Experience in Integrating Service Now with third party applications using RESTAPI. • Experience in implementing inbound and outbound API Integrations. • Worked on System Upgrades and performed Regression testing.
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