Raghavendra DE
Bangalore
Summary
IT professional with 15 years of total industry experience, including over 8 years as a results-driven Technical ServiceNow Lead with deep expertise in architecting, developing, and delivering enterprise-grade ServiceNow solutions. Skilled in leading cross-functional teams across ITSM, ITOM, CSM, and custom applications. Demonstrates a proven track record in driving platform strategy, intelligent automation, and service transformation using Virtual Agent, Now Assist, and Predictive Intelligence. Adept at stakeholder engagement, process optimization, and aligning IT capabilities with business goals. Offers hands-on experience with REST/SOAP APIs, LDAP, SCCM integrations, performance tuning, and platform governance.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Technical ServiceNow Lead
Capita
01.2025 - Current
- Led a team of 6 developers in delivering end-to-end solutions for ITSM and CSM Modules.
- Designed and implemented custom workflows, integrations, and performance dashboards for UK clients
- Migrated legacy ITSM system to ServiceNow, improving ticket resolution time by 35%
- Implemented ATF for regression testing across modules, reducing release defects by 40%
- Implemented Virtual Agent with custom topics for Incident, Request, and Password Reset automation, reducing Level 1 tickets by 25%
- Integrated Now Assist into incident management for AI-powered summarization and deflection, enhancing agent productivity
- Conducted stakeholder workshops and user training across departments at client location
- Developed solutions for Incident, Change, Problem, Request, and CMDB modules
- Participated in weekly sprint planning and backlog grooming sessions
ServiceNow Architect
Accelnomics Pvt Ltd
06.2023 - 12.2024
- Analyzing requirements, designing solutions.
- Liaised with project director, design team, external consultants and contractors for smooth and on time project delivery.
- Manage the team so that all the deliverables are delivered within the stipulated time.
- Working on CSM, ITSM, ITOM, CMDB module to enable features for various agencies.
- Integration with other tools Slack, LDAP, AWS, etc.
- Integrated the 3rd party Chatbots with ServiceNow.
- Handling the end to end deliveries and ensuring the smooth rollout to the production environments.
- Created Different Catalog items, Workflows, Record Producers and Order guides.
- Technical guidance to the team members.
- Assisted in practice administration to keep work flow and systems up-to-date.
ServiceNow Lead
HighStreet IT Solutions
01.2022 - 05.2023
- Demonstrated leadership skills in managing projects from concept to completion.
- Customized and managed Service Now Instance to support ITSM and ITOM operations.
- Creating Client/Server Scripts, UI Actions/Policies, Script Include, Business/Security Rules.
- Defining and implementing service-level agreements (SLAs), notifications, alerts and reports.
- Monitoring Tools integration with ServiceNow
- Creating workflow activities and approvals.
- Third party integration by using web service.
- Have strong understanding in domain separation.
- Moving data in and out of instance using import sets and transform maps, web- services.
- Email configuration for Inbound & Outbound actions.
- CMDB and Discovery finding CI`S and Application Mapping.
Senior Developer
Sify Technologies Limited
06.2019 - 12.2021
- Evaluated and improved development work of other developers on team, working to provide training, constructive criticism and knowledge transfer.
- Service-Now implementation and development.
- Working with and functional requirements within ServiceNow for CMS, Request Management, Incident, Problem, Knowledge, Change, Core Platform, Web services, interfaces etc.
- Facilitating rollout of new applications and modules.
- Application UI Configuration.
- Scripting and advanced conditioning.
- Design and implement new functionality using Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, and Access Control Lists.
- Service Catalog and Request Workflow Design and Configuration.
- Designing Content Management System for Various system which involved layout, UI pages, CSS and service catalog work.
- Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
- Working on Report, dashboard designing.
Senior Engineer
HighStreet IT Solutions
12.2017 - 05.2019
- Service-Now implementation and development.
- Working with and functional requirements within ServiceNow for CMS, Request Management, Incident, Problem, Knowledge, Change, Core Platform, Web services, interfaces etc.
- Facilitating rollout of new applications and modules.
- Application UI Configuration.
- Scripting and advanced conditioning.
- Design and implement new functionality using Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, and Access Control Lists.
- Service Catalog and Request Workflow Design and Configuration.
- Designing Content Management System for Various system which involved layout, UI pages, CSS and service catalog work.
- Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
- Working on Report, dashboard designing.
Senior Systems Engineer
Tesco Technology
11.2008 - 10.2017
- Rolling out AppDynamics for Tesco Technology
- Deployment and Customization for C.A APM
- Managing Relationship with Cisco AppDynamics.
- Efficient in Handling U.K, U.S, Australia, Japan, Indonesia,
China, Thailand clients.
System Administrator
iGate Global Solutions
05.2007 - 11.2008
- L1 & L2 support for the Windows environment and
Handling ODC (Offshore Development Centre). - Configuring and troubleshooting mail clients like Microsoft
Outlook. - Providing desktop support for clients.
- Attending tickets as per SLA (Service level agreement) and
24/7 support.
Education
Bachelor of Science -
Bangalore University
Skills
- Customer relationship management
- ServiceNow
- Cloud
- JavaScript, Glide and AngularJS
- AI & Automation
Certification
ServiceNow Administration(CSA)
AppDynamics in Action for Developers
Certified (ITIL 2011 Foundation for Service Management)
Languages
English
Telugu
kannada
Tamil
Timeline
Technical ServiceNow Lead
Capita
01.2025 - Current
ServiceNow Architect
Accelnomics Pvt Ltd
06.2023 - 12.2024
ServiceNow Lead
HighStreet IT Solutions
01.2022 - 05.2023
Senior Developer
Sify Technologies Limited
06.2019 - 12.2021
Senior Engineer
HighStreet IT Solutions
12.2017 - 05.2019
Senior Systems Engineer
Tesco Technology
11.2008 - 10.2017
System Administrator
iGate Global Solutions
05.2007 - 11.2008
Bachelor of Science -
Bangalore University
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