Malliga Raghavan
CHENNAI
Summary
ServiceNow Solution Designer, Associate Architect, and Lead Consultant with over 13 years of extensive hands-on experience in ServiceNow Development. Collaborates effectively with cross-functional teams to identify requirements, designed and developed nearly Out of Box as well customized solutions to optimize business processes and enhance overall efficiency. Leverages deep knowledge of ServiceNow platform capabilities to drive successful project implementations based on the business expectations.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Lead Consultant
Infosys Ltd.
04.2024 - Current
- Led development teams for two ServiceNow projects providing project management plan, guidance and support, schedules, deliverables and customer reviews for high-visibility enterprise-wide projects.
- Designed and Developed custom scoped application in ServiceNow to track end to end Order Visibility across telecom stack of applications for Order management. Solution is submitted for ServiceNow certification process to publish to ServiceNow store.
- Designed solution for migrating complex legacy ticketing system for a largest telecom service provider's service assurance process to ServiceNow TSM application. Led the development team, coordinated with process teams on gathering existing business process, showcased reviews for standard group approval and demos for user acceptance.
- Prioritized project deliverables and project tasks depending upon key milestones and timelines, handled resource alignment and training focusing on achieving the end results.
- Formulated technical tasks breakdowns, planning activities, sequencing, assignment and tracking to ensure the project for smooth delivery with high standards as well meeting the customer requirements.
- Trained resources on bench and from other technologies for ServiceNow Implementation focusing on high demand modules such as Service Management and Order Management to meet the demand.
Lead Servicenow Developer
The Depository Trust and Clearance Corporation
07.2015 - 04.2024
- Company Overview: An American post-trade financial services company providing clearing and settlement services to the financial markets
- ITSM Process Implementation including Service Request Management, Incident Management, Problem Management, Change Management, Knowledge Management etc
- Service Portal Implementation, built as well enhanced baseline widgets and pages for business needs, worked on converting Classic Catalog Items compatible with Service Portal
- Experienced in setting up ServiceNow Integrations, API configurations and data integration processes between ServiceNow and other applications
- Hands-on experience in creating Client Scripts, Business Rules, UI policies, Data Policies, UI Actions, Script Includes, Access Controls, Scheduled Jobs, Script Actions, Fix Scripts etc
- Developed Workflows, Flows in Service Catalog as well built Custom Scoped Applications to meet specialized business requirements
- Experience in building Configuration Management (CMDB) in Servicenow using Discovery as well data integrations from third party applications
- Knowledge on Event Management configuration and Integration Hub spokes
- Experienced in working with email notifications, email templates & inbound actions, workspaces and dashboards.
- Involved in migration between various ServiceNow instances using Update Sets as well using Application Repository
- An American post-trade financial services company providing clearing and settlement services to the financial markets
- Collaborated with multidisciplinary teams to design and implement new technology features.
Senior ServiceNow Developer
Accenture Services Pvt. Ltd
09.2014 - 06.2015
- Company Overview: An Irish-American professional services company, specializing in information technology services and consulting
- Center of Excellence - Build solutions for customer business requirements
- Project 1: Vivint Service Management - ITSM modules enhancements
- Project 2: Secure ServiceNow, UBS - Union Bank of Switzerland Enhancing security for all Servicenow Applications, Domain Separation Configurations
- An Irish-American professional services company, specializing in information technology services and consulting
Software Developer
Tata Consultancy Services
07.2010 - 09.2014
- Company Overview: An Indian multinational information technology services and consulting company
- Project 1: IT Service Management, Client: The HomeDepot - US largest retailer for Home appliances
- ITIL Modules Implementation - Change, Incident, Problem, Service Catalog building
- CMDB, Discovery & Asset Management, along with agent installations and MID Server configurations
- Project 2: Enterprise Monitoring Solutions - Unix Shell, Perl, and Python scripting
- Tivoli Netcool, SCOM, Splunk, Nerve Center and SharePoint - Integration support
- An Indian multinational information technology services and consulting company
Education
Master of Business Administration - Retail Management
Anna University
Chennai, TNBachelor of Technology - Information Technology
Government College of Technology
Coimbatore, TNHigher Secondary - HSC
Jaigopal Garodia National Higher Secondary School
Chennai, TNSkills
- ServiceNow Implementation
- ServiceNow Solution Designing
- Servicenow Application Development
- Team leadership & development
- Work Planning and Prioritization
- Analytical Skills and Decision Making
- Technical Review and Presentations
- Javascript and Coding
- Research and development
- Verbal and written communication
- Training and development
- Best practices implementation
Websites
Certification
- ServiceNow Certified System Administrator, 2013 - Present
- ServiceNow Certified Application Developer, 2020 - Present
- CIS - Discovery, 2024 - Present
- CIS - ITSM, 2025 - Present
- Accreditation: Order Management for Telecom
- ITIL V3 Foundation
Micro Certifications:
- Service Portal
- Integration Hub
- Flow Designer
- Automated Test Framework
- Service Mapping
- CSDM Fundamentals
Languages
English
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Kannada
Intermediate (B1)
Hindi
Beginner (A1)
Hobbies and Interests
- Music classical and melodies
- Gardening
- Cooking
- Learning Scientific Innovations
- Exploring and Learning latest ServiceNow application features and incorporating them into designing solutions.
Accomplishments
- Awarded as Tech Ninja by Infosys ServiceNow Practice Unit for ServiceNow Technical knowledge.
- Received Insta Award for building a prototype for a concept followed by designing for the MVP development by COE team.
- Cheer Award 2023, by DTCC CCS.
- Best Performer of the team 2014, Tata Consultancy Services.
Timeline
Lead Consultant
Infosys Ltd.
04.2024 - Current
Lead Servicenow Developer
The Depository Trust and Clearance Corporation
07.2015 - 04.2024
Senior ServiceNow Developer
Accenture Services Pvt. Ltd
09.2014 - 06.2015
Software Developer
Tata Consultancy Services
07.2010 - 09.2014
Bachelor of Technology - Information Technology
Government College of Technology
Higher Secondary - HSC
Jaigopal Garodia National Higher Secondary School
- ServiceNow Certified System Administrator, 2013 - Present
- ServiceNow Certified Application Developer, 2020 - Present
- CIS - Discovery, 2024 - Present
- CIS - ITSM, 2025 - Present
- Accreditation: Order Management for Telecom
- ITIL V3 Foundation
Micro Certifications:
- Service Portal
- Integration Hub
- Flow Designer
- Automated Test Framework
- Service Mapping
- CSDM Fundamentals
Master of Business Administration - Retail Management
Anna University
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