Tejasree Surnapaka

ServiceNow Developer with 6 years of hands-on experience in ITSM, HRSD, integrations, ATF, and ITOM. Skilled in designing and implementing scalable ServiceNow solutions, improving process efficiency, and ensuring system integrity through automation and integration. Adept at collaborating with cross-functional teams to meet business objectives.

• Certified System Administrator
• Certified Application Developer
• Certified Implementation Specialist - ITSM
• Certified Implementation Specialist - Discovery
• Certified Implementation Specialist - Service Mapping

• ITSM , HRSD, ITOM & ITAM
• Configuring the CMDB & Discovery
• Integrations - Slack, Scripted Rest Resources and REST API's
• Incident , Problem , Change management
• Service Catalog and Knowledge Management
• Workflow and Flow Designer
• Dashboards and reports
• SLA's, Notifications and Inbound Actions
• Business Rules, Client Scripts and Script Includes.

PROJECT EXPERIENCE 

Project: HRSD (Human Resource Service Delivery)
Responsibilities:

• Customized HR case creation processes and service configurations based on department needs.
• Configured HR assignment rules, HR services, and templates for various employee lifecycle events.
• Integrated ServiceNow with Slack using IntegrationHub Spokes for real-time HR ticket updates.

Project: Integrations & Custom APIs
Responsibilities:

• Developed and implemented 10+ scripted REST APIs tailored to client-specific requirements.
• Worked on Carelon integration, optimizing scripts with best coding practices for performance and maintainability.
• Designed and built a complex multi-path catalog item with integrated REST API calls and Flow Designer logic.
• Utilized Cart APIs in flows to auto-submit requests from the catalog.
• Worked with REST API Explorer, scripted REST APIs, inbound REST messages, and OAuth-secured integrations.
• Delivered bi-directional integrations between ServiceNow and third-party platforms.

Project - ITSM/ITOM and Enhancements
Responsibilities:

• Implemented a new Change Request type from scratch, including full lifecycle configuration (workflows, assessments, scripts).
• Resolved a critical attachment issue that persisted despite HI case escalation; independently identified and fixed the root cause.
• Authored detailed documentation on the Hardware Asset Management process for client onboarding and understanding.
• Handled incident management, timely resolution, and direct communication with clients.
• Participated in instance upgrade and cloning processes, including pre- and post-clone activities following DTE guidelines.
• Reviewed user stories, added technical design inputs, and maintained sprint backlog alignment.

Project: Instance Split-Up
Responsibilities:

• Analyzed and separated data for EU and NA regions to ensure compliance and data residency.
• Wrote scripts to delete or relocate records across multiple tables.
• Created custom scoped tables for HR and Finance departments.
• Developed UI Actions, SLAs, notifications, reports, dashboards, and enforced access controls via ACLs.

Project: ITSM Implementation (Dedicated Resource)
Responsibilities:

• Worked in Agile 2-week sprint cycles to deliver catalog items and portal features.
• Enhanced existing catalog items and developed new ones.
• Created dashboards and reports per user requirements.
• Actively resolved incidents and collaborated with stakeholders for requirement gathering.

Project: CSM (Customer Service Management) Implementation
Responsibilities:

• Implemented out-of-the-box CSM functionalities and configured necessary plugins.
• Customized case forms, notifications, SLAs, and reporting structures.
• Developed UI Pages and UI Actions to enhance user experience and workflow.

Project: Now Mobile Implementation
Responsibilities:

• Built a custom navigation bar with required applet launchers for the Now Mobile app.
• Created applets and sections to display targeted data using data items.
• Customized branding and theming to align with client corporate identity.

Project: Scoped Application & ATF Automation
Responsibilities:

• Developed a scoped application including custom tables, modules, and fields.
• Implemented role-based access using ACLs and user roles.
• Created UI Actions, SLAs, reports, dashboards, and automated notifications.
• Built ATF (Automated Test Framework) scripts for Incident, Problem, and Change modules.
• Collaborated closely with team members to debug issues and ensure testing efficiency.

• Promoted from Associate Consultant to Consultant in recognition of technical leadership and consistent delivery.
• Received “Rock Star” and “Above and Beyond” awards for exceptional client delivery and team collaboration.
• Lead a team of 5 ServiceNow developers, managing project delivery, code reviews, and mentoring.

I hereby declare that the details and information given are complete and true to the best of my knowledge. Name : Tejasree Surnapaka