Prahallad Kadapala
Bengaluru
Summary
Experienced ServiceNow Developer with over 7 years of expertise in ITSM, FSM, CSM, and enterprise platform integrations. Skilled in designing, automating, and optimizing cross-module workflows, leveraging Flow Designer, IntegrationHub, scripting, and custom development. Proficient in delivering robust solutions for clients globally, with proven success in both large-scale implementations and rapid customizations for diverse ServiceNow environments. Seeking freelancing projects to utilize advanced ServiceNow experience in supporting digital transformation and workflow excellence for global enterprises.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior ServiceNow Developer
CDM
Bengaluru
06.2018 - Current
- Implemented ServiceNow FSM to automate and optimize field workforce scheduling, work order assignment, and route planning
- Developed custom business rules and client scripts to improve field agent dispatch and asset management processes
- Integrated FSM with external ERP and asset tracking platforms using REST APIs and custom Flow Designer actions
- Built dynamic mobile forms for field engineers, enabling real-time updates and seamless task closure in the field
- Automated preventive maintenance scheduling with data-driven triggers, enhancing SLA compliance and reducing incident backlog
- Designed and delivered CSM solutions, integrating ServiceNow with CRM and support ticketing systems to streamline case management
- Led end-to-end integration of external partner systems, enabling unified customer data and automated workflow between ServiceNow and legacy apps
- Collaborated with business stakeholders to resolve data quality issues and deliver complex case routing solutions
- Enhanced customer portals with guided decision trees using ServiceNow Virtual Agent and NLU
- Conducted sprint planning, task estimation, and oversaw multi-module deployments for CSM transformations
- Delivered end-to-end integrations across ServiceNow, SAP, Workday, Oracle, Jira, Slack, Microsoft Teams, and more using IntegrationHub, custom spokes, and direct API scripting
- Automated Change Management risk assessment workflows by integrating ServiceNow with CI/CD and DevOps toolchains
- Built event-driven orchestration for ITSM, ITOM, and ITBM modules to drive operational efficiency and service excellence
- Scoped application design with Flow Designer and custom spoke development
- Configuration of automated data imports, webhooks, and external event subscribers
- Performance Analytics dashboards for SLA tracking and service trend analysis
- SSO implementation, update set migration, and advanced error handling for integrations
- Advanced CMDB management and automated asset lifecycle, including SAM/HAM
- Developed custom applications on the ServiceNow platform to enhance user experience.
- Collaborated with cross-functional teams to gather requirements for system enhancements.
Education
B.sc -
Skills
- ServiceNow ITSM and ITOM
- Field service management
- Customer service management
- Software asset management
- Hardware asset management
- Flow designer expertise
- IntegrationHub proficiency
- REST, SOAP, and JDBC APIs
- Business rules development
- Client scripts and UI actions
- UI policies implementation
- Script includes creation
- Custom spokes development
- Scoped application development
- Data import and export strategies
- JIRA project management
- Performance analytics skills
- Data policies enforcement
- Scheduled job management
- ServiceNow FSM and CSM implementation
- Catalog item and workflow development
Certification
- ServiceNow Certified System Administrator
Selected Projects
1. Field Service Scheduling Optimization for Telecom Client
- Designed and implemented a customized FSM solution to automate technician assignment and route planning.
- Integrated ServiceNow FSM with GIS and mobile notification systems, reducing field response times by 30% and increasing technician utilization rates.
2. Customer service workflow automation for financial services firms
- Developed CSM case management workflows with automated SLAs, dynamic assignments, and escalation rules
- Built robust reporting dashboards and integrated email communications, resulting in a 25% decrease in case resolution time and improved customer satisfaction metrics.
3. Data quality management and CSM process enhancement
- Managed production data quality using specialized tools to identify and resolve issues promptly.
- Created JIRA stories and participated in poker estimation for effective sprint planning
- Contributed to CSM process improvements by aligning business requirements with technical solutions, ensuring optimized workflows
4. Supply Chain Application Integration
- Designed and implemented custom scoped applications with Flow Designer, integrated seamlessly with Trello and Zendesk.
- Configured remote tables, webhooks, and callback URLs for third-party application integration.
- Automated data imports using IntegrationHub to streamline data mapping and scheduling
- Conducted API analysis via Postman and integrated responses into ServiceNow.
- Provided SAP support by resolving system issues quickly, boosting user satisfaction.
5. ITSM Enhancement and System Integration Management
- Customized OOB ITSM modules and workflows to strengthen SLA tracking and process efficiency.
- Integrated SSO, managed update set migrations, and configured MID Server for smooth deployments
- Developed and maintained SOAP-based integrations with robust error handling and custom field mappings, improving system reliability.
Timeline
Senior ServiceNow Developer
CDM
06.2018 - Current