Rajaneesh Reddy Yarru

Working in a product-based financial services organization specializing in gift card operations and dispute resolution, as part of a lean team size of developers managing the entire ServiceNow ecosystem across Production, multiple Sandbox, and Development instances.

1. Customer-Facing Widget Development & Multi-Site Hosting

• Designed, developed, and deployed two key custom ServiceNow widgets for Financial Services Operations:
  Case Creation Widget – allows consumers to raise disputes or service issues for card transactions directly from vendor websites.
  Status Check Widget – enables consumers to check dispute case progress without logging in.
• Solely responsible for end-to-end delivery, from stakeholder discussions to requirements gathering, UI/UX design, back-end scripting, and production deployment.
• Successfully hosted these widgets on ~50 cardholder/vendor websites, ensuring seamless integration with each site’s branding and technical environment.
• Built contextual logic to categorize cases by card type, network identification (Visa, MasterCard, Discover, etc.), and transaction type.
• Implemented multilingual support, enabling widget translation into five additional languages to improve accessibility for global users.

2. Secure API Integrations & Token-Based Authentication

• Developed and exposed REST APIs to enable cardholder websites to integrate securely with ServiceNow for case creation and status retrieval.
• Implemented digest token validation combined with consumer-specific encryption keys to authenticate requests without exposing login credentials.
• Integrated with Keystone and other internal systems to fetch and sync consumer data, perform card validations, and update or create consumer profiles in ServiceNow.
• Designed APIs to handle data validation, authentication, authorization, and error handling for high-volume public-facing transactions.

3. Analytics & Stakeholder Reporting

• Created and automated reports and dashboards to track widget adoption rates, drop-off rates, submission timestamps, and resolution times.
• Worked with stakeholders to analyze usage patterns, optimize form flow, and improve dispute submission completion rates.

4. FSO Workspace & Process Automation

• Configured Financial Services Operations (FSO) Workspace for dispute case handling, integrating workflows, playbooks, and automated case routing.
• Applied form validations, conditional field logic, and guided user actions to ensure accuracy in case submission and resolution.

5. Instance Administration & Operational Management

• Managed platform upgrades, application onboarding, user onboarding/offboarding, and incident/change/problem handling.
• Used Orchestration for automating operational tasks such as user provisioning and de-provisioning.
• Installed and configured MID Servers for secure communications and integrations.

6. CMDB, Discovery & Asset Management

• Implemented ServiceNow Discovery and CMDB Workspace for asset and configuration management.
• Integrated CMDB with SCCM, JAMF, and Intune for automatic device and software inventory synchronization.
• Designed and executed deduplication templates and logic to identify and merge duplicate CIs, supported by fix scripts for automated cleanup.
• Ensured CMDB data quality, relationship accuracy, and compliance with organizational standards.

Project 1 – Custom Service Portal Development & GRC Maintenance

1. Custom Service Portal Development

• Collaborated with stakeholders to gather functional requirements and search source details, ensuring the portal met both end-user and business needs.
• Designed and implemented a custom Service Portal with advanced UI/UX enhancements beyond OOB capabilities, including embedded video links and content items for guided assistance.
• Created contextual related content sections that dynamically displayed Related Knowledge Articles, Related Incidents, and Related Requests based on user activity and record context.
• Configured and customized search functionality including KB indexing, search source creation, and result categorization into Knowledge, Requests, Incidents, Catalog Items, and other defined modules.
• Developed and configured custom widgets using HTML, CSS, AngularJS, and ServiceNow APIs to display related content and improve navigation.
• Implemented pagination, filtering, and sorting logic for search results to enhance performance and usability.
• Integrated Virtual Agent with the portal to provide conversational guidance and quick access to help resources.
• Applied branding and theme customizations to align the portal with client identity standards.

2. GRC (Governance, Risk, and Compliance) Maintenance

• Maintained and enhanced GRC catalog items to support compliance request workflows, audit processes, and control management.
• Configured custom tables and forms for GRC data with server-side scripts, UI Policies, and UI Actions to automate validations and improve usability.
• Managed access roles, user criteria, and ACLs to ensure proper security controls within GRC records.
• Developed Business Rules and Script Includes to standardize and centralize GRC logic for reusability.
• Performed post-upgrade validations to ensure that GRC workflows, forms, and configurations functioned correctly after platform updates.
• Coordinated with compliance officers to adapt GRC catalog items and workflows in line with regulatory and process changes.
• Managed data imports and transformation for GRC-related datasets, ensuring accurate mapping and compliance tracking.
• Documented GRC-related changes for audit readiness and knowledge transfer.

Project 2 – Service Portfolio Separation & My Orders Portal Migration

1. Service Portfolio Separation Project

• Implemented the separation of two distinct service portfolios within the same ServiceNow instance, ensuring independent views, validations, and data structures for each portfolio.
• Created custom forms for Business Services, Service Offerings, Taxonomy Nodes, Taxonomy Layers, and other related tables, tailored to each portfolio’s requirements.
• Configured separate form views with conditional UI policies and business rules to apply portfolio-specific validations, field behaviors, and mandatory conditions.
• Ensured data model integrity by applying unique reference qualifiers, choice lists, and catalog configurations for each portfolio.
• Developed Automated Test Framework (ATF) test suites and cases to validate the separation across all modules — handling UI, business logic, and data validation scenarios.
• Executed ATF tests post-deployment to confirm successful separation and avoid cross-portfolio data contamination.
• Collaborated with the client’s service portfolio managers to refine form layouts and validation logic during multiple review cycles.

2. My Orders Portal – Workflow to Flow Designer Migration

• Worked on My Orders Portal, a consolidated ordering interface where a single catalog item could trigger multiple downstream requests based on user-selected options.
• Analyzed and reverse-engineered the existing monolithic workflow, identifying dependencies, subflows, and integration points.
• Migrated the process to Flow Designer, restructuring it into modular, maintainable flows and subflows for better scalability and governance.
• Integrated with external systems including DataOne, EyeShare, and other third-party APIs, handling authentication, data mapping, and error handling within Flow Designer.
• Built decision-based logic in flows to dynamically determine which requests to create, configure their parameters, and route them for approval or fulfillment.
• Optimized integration calls to reduce execution time and improve flow reliability in high-volume order scenarios.
• Conducted unit testing and end-to-end validation of the new flow to ensure functional parity with the old workflow while leveraging Flow Designer’s enhanced capabilities.
• Provided handover documentation and knowledge transfer sessions to the client’s internal development and operations teams.

Project 3 – Multi-Organization Catalog Restructuring & SPM Implementation

1. Catalog Restructuring & Workflow Automation

• Managed the segregation, restructuring, and optimization of Service Catalog items across three different organizations, each further divided into Technical and Non-Technical categories.
• Consolidated and streamlined catalog workflows into a small set of maintainable flows, controlled by a custom workflow configuration table containing fields for Approver 1–3 and Task 1–3.
• Built dynamic approval and task generation logic driven by values from the custom table, ensuring flexibility and reusability across all catalog items.
• Maintained unique business services for each catalog item, ensuring each service was mapped to its respective configuration in the workflow control table.
• Developed and updated Client Scripts, Catalog Client Scripts, Variable Sets, UI Policies, UI Actions, Business Rules, and Script Includes to enforce catalog logic, field behaviors, and integrations.
• Worked on integration points to pull or push data between ServiceNow and external systems as part of the catalog request fulfillment process.

2. Platform Enhancements & Data Management

• Created and executed fix scripts to correct catalog and service mapping issues.
• Designed transform maps for importing and transforming service and approval data into ServiceNow.
• Configured and monitored SLAs to track catalog item and request fulfillment timelines.
• Developed scheduled jobs for recurring maintenance, data cleanup, and process automation tasks.

3. Strategic Portfolio Management (SPM) & PPM Modules

• Participated in the implementation of SPM modules including Demand Management, Idea Portal, and Project Portfolio Management.
• Configured metrics and weightages for portfolio evaluation, enabling objective prioritization of projects and demands.
• Set up portfolio dashboards and reports to provide stakeholders with visibility into project status, resource allocation, and strategic alignment.
• Assisted in workflow creation and configuration for demand and idea lifecycle stages from submission to evaluation and approval.

Project 4 – Custom HRSD Application & Employee Journey Scoring

Project Overview:
Designed and implemented a custom ServiceNow application to provide score-based assessments for different stages of the employee lifecycle, leveraging HR Service Delivery (HRSD), Enterprise Service Center (ESC) portal, and Journey Management capabilities.

Key Responsibilities & Contributions:

1. HRSD & Journey Management Implementation

• Configured Enterprise Service Center (ESC) portal to provide employees with a centralized interface for accessing journey-related services, HR cases, and resources.
• Implemented Journey Management to track and manage employee lifecycle stages including Onboarding, Offboarding, Role Transition, Career Development, and Exit.
• Created journey configurations linking multiple Service Offerings, HR Services, HR Cases, and HR Templates to define the full scope of each employee journey.
• Developed Centers of Excellence (CoE) for HR processes to align services and templates with organizational standards.

2. Custom Application & Scoring Model

• Built a custom ServiceNow application to assign and calculate scores for each journey based on defined metrics, KRIs (Key Risk Indicators), and KRAs (Key Result Areas).
• Configured weighted metrics for each journey, enabling tailored scoring for different stages (e.g., Onboarding Journey emphasizes training completion, Offboarding Journey emphasizes knowledge transfer and asset return).
• Designed and implemented scoring algorithms within the application to calculate journey completion performance for individual employees.
• Developed configurable metric templates to standardize measurement criteria across multiple services and offerings.

3. Service & Case Management

• Created custom HR Services and Service Offerings linked to relevant HR cases, ensuring smooth process execution and metric tracking for each journey.
• Configured case templates for recurring HR case types, embedding default tasks, checklists, and metric evaluations.
• Applied user criteria and ACLs to control access to HR data in compliance with privacy and security requirements.

4. Metrics, KRIs, and KRAs

• Defined journey-specific metrics to evaluate service quality, timeliness, and employee satisfaction.
• Configured Key Risk Indicators (KRIs) to highlight potential risks within specific HR services or steps in a journey.
• Set up Key Result Areas (KRAs) to measure the achievement of intended outcomes for each HR service or offering.
• Implemented Performance Analytics dashboards to visualize metrics, KRIs, and KRAs for HR leadership and journey owners.

5. Testing, Deployment & Documentation

• Conducted end-to-end functional testing to validate scoring logic, HR service flows, and journey configurations.
• Collaborated with HR business stakeholders to refine metric definitions and weightages during multiple review cycles.
• Created technical design documentation for the custom application, scoring logic, and HRSD configurations to ensure maintainability and future scalability.

• Supported platform administration and maintenance by validating cloned environments, reviewing error logs, and assisting in instance synchronization between Production, Development, QA, and Sandbox environments.
• Worked on ITSM modules including Incident Management, Change Management, Problem Management, Service Catalog, User Administration, Reporting, and Knowledge to support daily operational needs.
• Developed and configured Business Rules, Script Includes, Client Scripts, Catalog Client Scripts, UI Policies, and UI Actions using JavaScript to automate workflows, enforce business logic, and enhance usability.
• Created and maintained Service Catalog items and Order Guides, enabling single catalog requests to generate multiple dependent items (e.g., laptop, keyboard, mouse, monitor, badge).
• Designed, configured, and published Service Catalog workflows with multi-level approvals, ensuring proper routing and compliance with approval policies.
• Developed reports, dashboards, and homepages for multiple teams, including complex Performance Analytics dashboards to visualize KPIs and service performance trends.
• Scheduled automated report generation and shared outputs with stakeholders to support decision-making and SLA tracking.
• Imported Configuration Items (CIs) and other datasets from third-party applications using Data Sources, Import Sets, and Transform Maps, ensuring proper field mapping and error resolution.
• Configured SLAs, notifications, and escalation conditions to ensure adherence to service delivery targets.
• Developed and configured email notifications and alerts to inform users about specific record activities, status changes, and escalations.
• Created and managed update sets to capture customizations, tested them in lower environments, and migrated changes to production while maintaining version control.
• Performed upgrade impact analysis, reconciled skipped records, and applied necessary fixes to maintain platform stability after upgrades.
• Assisted in integrations with third-party systems, supporting data exchange, troubleshooting connection issues, and validating data accuracy post-integration.
• Actively participated in scrum meetings to track deployment readiness, coordinate QA testing, and confirm that delivered features met user expectations.
• Collaborated with senior developers to maintain user configurations and role assignments, ensuring correct access across modules.
• Consistently met project deadlines while maintaining high-quality deliverables, contributing to team success and customer satisfaction.

• Responsible for P&L driven decisions for the assigned area.
• Identifying and finalizing new properties, and for maintaining relationship with all stakeholders to run these properties profitably.
• Responsible for end-to-end business development of the assigned area; includes planning and building short-term and long-term supply.
• Cross-functional approach through coordination with multiple teams in inter and Intra geographies.
• Creating a balance in inventory growth and demand to ensure optimization.
• Proposes potential business deals by contacting potential partners; discovering and exploring opportunities.

• Negotiated and closed long-term agreements with new clients in assigned territory.
• Increased client base by identifying new business opportunities and cultivating strong relationships with key decisionmakers.
• Conducted comprehensive market research and analysis to identify emerging trends and potential areas of expansion.
• Monitored market trends and competitor activities to identify areas of potential opportunity.
• Established relationships with key decision-makers within customer's organization to promote growth and retention.

• Worked closely with project manager, software architects, and other programmers in team on the detailed technical design of the product to meet functional, performance, and quality objectives.
• Wrote small code segments for various client projects and executed them to make the programs deliver expected outputs.
• Modified existing programs by writing appropriate C modules to add new functionalities in software to enhance the product as per client requirements.
• Coordinated with team to design, develop, compile, and execute the programs to meet client expectations, and completed tasks within deadline.
• Working under the supervision of senior developers to write codes for different tasks as well as developing documentation for the software.
• Coordinating with the testing team for initial tests and making changes in software applications as needed.
• Debugging written program code to identify bottlenecks and bugs, and devising solutions for those modules to make it error-free.
• Collaborating with software team and handling programming responsibilities related for developing kernel modules as well as libraries for high-level languages as required.
• Coordinating with the team to implement performance and code modules as well as helping to maintain code quality, organization and automation.