Ganesh Pendem

[email protected]
+1 (484)-683-8250, https://www.linkedin.com/in/ganesh-pendem-04a81030a/

Professional Summary:

 Over 8 years of experience in ServiceNow development, administration, and implementation, specializing

in customization and ongoing maintenance.
 In-depth knowledge of ITIL V3, with extensive hands-on experience in ServiceNow platform
implementations across various environments.
 Led migrations across multiple ServiceNow versions, including from Eureka to Fuji, Fuji to Geneva, and
subsequent updates to the latest releases.
 Experienced in creating and managing custom workflows and integrating Service Asset Management (SAM)
practices with enterprise systems to enhance operations.
 Implemented Asset Management in ServiceNow, focusing on software and hardware tracking to ensure
compliance and proper governance.
 Optimized asset usage by identifying risks, reducing costs, and ensuring continuous compliance, effectively
mitigating potential penalties.
 Managed software license compliance, ensuring precise tracking of software usage to avoid audit risks and
maintain efficient license management.
 Implemented software usage optimization strategies to minimize license waste and ensure cost-effective
software management.
 Automated change management workflows, streamlining change requests and approval processes to
reduce downtime and increase change success rates.
 Enhanced incident management by configuring incident lifecycle processes, including automation for
assignment and escalations, leading to quicker resolutions.
 Integrated root cause analysis in Problem Management, proactively identifying issues and reducing
recurring incidents, enhancing overall service reliability.
 Managed CMDB and optimized change control to ensure the accurate tracking of configuration items (CIs)
and minimize operational disruptions.
 Designed and engineered solutions using ServiceNow’s capabilities to meet business workflow needs and
ITSM requirements.
 Expertise in implementing large-scale ServiceNow projects, with deep technical and functional knowledge
in platform integrations and customizations.
 Experienced with relational databases (Oracle, SQL Server, MS SQL) for efficient integration and data
management within ServiceNow.
 Proficient in Project Portfolio Management and Timecards within ServiceNow, with solid experience in
integrating web services for enhanced functionality.
 Extensive knowledge of ServiceNow Service Catalog, developing and maintaining it following best practices
for efficient service delivery.
 Worked with ServiceNow Content Management System (CMS), handling configurations and content
creation to meet organizational needs.
 Customized HR portals in ServiceNow to automate employee self-service functions such as leave requests,
document submissions, and onboarding processes.
 Developed custom IT applications within ServiceNow to automate IT service management tasks, such as
ticketing, service requests, and asset management, improving overall service efficiency.
 Automated financial workflows, including expense approvals, invoice processing, and budget tracking,
optimizing finance operations within ServiceNow.
 Created administrative applications for process automation, improving productivity in non-technical
departments by streamlining internal requests.
 Skilled in ServiceNow scripting (JavaScript, AJAX, HTML) for customizing applications and implementing
backend automation to improve service delivery.
 Managed incidents across their entire lifecycle, ensuring timely resolution and restoration in accordance
with established SLAs.
  Proficient in creating Access Control Rules (ACLs), utilizing scripting to automate routine tasks and
enhance security in ServiceNow.
 Strong team collaboration and independent work abilities, with a proven track record of adapting to
changing environments and a dedication to continuous learning and professional growth.

Technical Skills:

ServiceNow & ITSM ITIL, ITSM, ITOM, CMDB, Discovery, Change Management, Incident
Management, Problem Management.
Programming Languages JavaScript, AngularJS, HTML, CSS, AJAX for custom development and
integrations.
Process Improvement ITSM process consulting, automation, workflow standardization, and
process optimization.
Integration & APIs REST, SOAP, LDAP, Web Services, OAuth, JSON for seamless system
integrations
Tools & Technologies ServiceNow, Process Mapping, iPaaS solutions, MID Server,
Performance Analytics.
Software Methodologies Agile, Scrum, ITIL best practices for iterative development and
continuous improvement

Education:
 Bachelors in Mechanical Engineering, Jawaharlal Nehru Technological University, Kakinada, India – 2016

Professional Experience:

Client: Publix, VA Jan 2023 - Current

Role: ServiceNow Developer

Responsibilities:
 Analyzed ServiceNow Customization & Development: Analyzed application requirements and implemented
customized solutions for ITIL modules, aligning ServiceNow capabilities with business needs.
 CMDB & IT Asset Management (SAM & HAM): Designed, developed, and maintained the CMDB for accurate
asset tracking, ensuring seamless IT operations and compliance. Led end-to-end asset lifecycle
management, optimizing license allocation and reducing redundancies.
 Custom Workflows & Automation: Developed tailored workflows for ITSM, HRSD, ITAM, and Knowledge
Management, significantly improving efficiency and compliance while reducing manual effort.
 Employee Service Center (HRSD): Designed and implemented the Employee Service Center, automating HR
processes and enhancing the employee experience through self-service capabilities.
 ITIL & ITSM Module Implementation: Configured Incident, Change, Problem, Knowledge, Release, and
Demand Management modules, optimizing service delivery and incident resolution.
 Service Catalog & Portal Customization: Created and managed Service Catalog items, improving user
experience through custom UI Actions, UI Policies, and Access Control Rules (ACLs).
 Discovery & MID Server Deployment: Installed and tested MID servers for automated asset discovery and
network mapping, ensuring up-to-date data in the CMDB.
 Security & Access Control: Configured ACLs to enforce role-based security, ensuring appropriate access
control across the ServiceNow platform and maintaining data integrity.
 Real-time Dashboards & Reporting: Developed real-time compliance dashboards for software audits, asset
tracking, and service performance, empowering data-driven decision-making.
 Event Management & Monitoring: Managed incoming events using Event Binding Rules to maintain logs
and trigger automated workflows, enhancing monitoring and response times.
 Integration & Web Services: Led LDAP integrations, inbound/outbound email configurations, and REST &
SOAP API integrations, ensuring smooth communication with external systems and automating processes.
 Content Management System (CMS): Customized layouts, CSS, and service catalog components to enhance
the user experience and improve the employee self-service portal.
  Incident & Change Reporting: Created comprehensive reports to track incident trends, SLA compliance, and
change success rates, contributing to improved service quality.
 Custom Scripting & UI Enhancements: Developed Client Scripts, Business Rules, and UI Scripts using
JavaScript to streamline workflows and enhance the functionality of ServiceNow applications.
 Dynamic User Interface & Field Validations: Utilized JavaScript, jQuery, and AngularJS to dynamically
enhance form behavior and user interactions, improving system responsiveness.
 Event-Driven Automation: Used JavaScript-based event bindings and AJAX calls to create real-time,
interactive system responses, automating common tasks and improving user engagement.

Environment: ServiceNow, ITIL, CMDB, HTML, CSS, JavaScript, AJAX, Jelly, jQuery, Bootstrap, AngularJS, MID
Servers, ACLs, Discovery, ITSM, ITAM, SACM, Reporting, Event Binding Rules.

Client: Diversified, NJ Jan 2020 - Dec 2022

Role: Service Now Admin/ Developer

Responsibilities:
 ServiceNow Development & Administration: Designed and created custom applications, modules, tables,
and columns to meet specific business requirements within ServiceNow.
 Service Catalog & Workflow Management: Developed Service Catalog items, Order Guides, and workflows
for Incident, Change, and Service Request Management to streamline IT service processes.
 Service Portal & CMS Migration: Led the successful migration from a custom CMS portal to Service Portal,
including theme development, rebranding, and custom widget creation to enhance user experience.
 ITSM Implementation & Customization: Configured and maintained ITSM modules, including Incident,
Change, Problem, Knowledge, and CMDB, ensuring smooth service delivery.
 Software Asset Management (SAM): Customized ServiceNow’s SAM Pro module for software tracking,
entitlement management, and license allocation, ensuring compliance and cost optimization.
 Integrations & Web Services: Integrated ServiceNow with external tools and enterprise systems via REST
and SOAP web services, LDAP, and other integrations to improve cross-platform functionality.
 Project Portfolio & Demand Management: Configured workflows for cost management, project tracking,
and budget approvals within the Project Portfolio Management (PPM) module, optimizing project
execution.
 Financial Management & Analytics: Implemented financial dashboards, automated timecard processes, and
managed budget allocation through the Financial Management Workbench for better financial oversight.
 Configuration & Customization: Created Business Rules, Client Scripts, UI Actions, UI Policies, ACLs, and UI
Pages to improve user experience and system functionality.
 ServiceNow Upgrades & Maintenance: Managed ServiceNow upgrades, including instance cloning, patch
fixes, and data migrations, ensuring minimal downtime and system integrity.
 Discovery & CMDB Management: Set up MID Servers, credentials, and probes to automate the discovery of
assets and infrastructure components, ensuring accurate CMDB data.
 ITAM & Procurement Processes: Implemented IT Asset Management processes for purchase requests, asset
reception, and inventory management, ensuring proper asset tracking and procurement workflows.
 Incident & Change Management: Enhanced change management processes to align with ITIL best practices,
focusing on SLA compliance and improving change implementation efficiency.
 Dashboard & Reporting: Designed performance analytics dashboards and SLA reports, providing actionable
insights for business process optimization and data-driven decision-making.
 Custom Scripting & Automation: Developed client-side and server-side scripts using JavaScript to automate
workflows, validate data, and enforce business logic, improving system efficiency.
 UI Enhancements & Dynamic Forms: Leveraged JavaScript, jQuery, and AngularJS to create dynamic forms,
interactive UI components, and responsive layouts that enhanced user experience.
 Advanced Scripting for Integrations: Wrote JavaScript-based REST API scripts and AJAX calls for seamless
data exchange between ServiceNow and external applications, ensuring smooth integration.

Environment: Service-Now, Crystal reports 2008/9.x, CSS, HTML/XHTML, JQUERY, JavaScript, XML, Web Services,
CMDB, MS SQL.
Client: Tech-buzz Technologies, India Sep 2017 - Nov 2019
Role: Service Now Developer/ Admin

Responsibilities:
 Managed Service Provider (MSP) Implementation: Assisted clients in implementing the MSP instance and
domain separation for ServiceNow, ensuring secure and efficient multi-instance management.
 Client Requirement Analysis: Gathered and analyzed functional and client-specific requirements within
ServiceNow to ensure tailored solutions.
 Application and Module Rollout: Facilitated the rollout of new applications and ServiceNow modules,
ensuring smooth integration into the client’s IT ecosystem.
 Customization & Functionality Design: Designed and implemented custom functionalities using Business
Rules, UI Policies, and Access Control Lists (ACLs) to enhance ServiceNow capabilities.
 Service Catalog & Request Workflow: Configured and designed service catalog items and request
workflows for seamless user requests and service delivery.
 Workflow Automation: Created and optimized workflows for Incident Management, Change Management,
Service Requests, and SLA tracking to streamline service operations.
 Semi-Managed Service Desk Support: Provided semi-managed services for client Service Desks, including
administrative tasks to ensure ongoing smooth operations.
 UI Customization: Developed custom buttons and context menus on forms and lists using UI Actions,
improving user interaction and efficiency.
 Email Template Creation: Designed and implemented custom email templates using HTML and Jelly
scripting for notifications, enhancing communication with end-users.
 Discovery Data Accuracy: Collaborated with cross-functional teams (Windows, Network, Asset) to verify
the accuracy of data collected through Discovery and ensured proper data integration.
 Scripting & Automation: Developed and implemented reusable script includes, invoked them in business
rules and client scripts for optimized automation.
 Configuration Item (CI) Import: Imported Configuration Items (CIs) using import set tables, improving data
management and asset tracking.
 Active Directory Integration: Integrated Active Directory (AD) with ServiceNow using Data Sources for
streamlined user and group management.
 Data Source Management: Created data sources and loaded ServiceNow tables with diverse data formats,
ensuring accurate and consistent data flow.
 Transform Map Configuration: Developed and configured transform maps with both automatic field
mapping and custom scripting for seamless data transformation.
 Version Experience: Worked extensively on ServiceNow versions such as Berlin and Calgary, ensuring
smooth deployment and feature utilization.
 Asset Management: Managed and imported asset data into ServiceNow’s Asset Management module,
ensuring accurate asset tracking and management.
 Tool Integration: Integrated third-party tools like FireEye with ServiceNow through inbound email actions,
streamlining event management and incident creation.
 Siebel Integration: Worked on integrating ServiceNow with Siebel, focusing on Service Catalog and Incident
module integration to enhance the service management process.

Environment: ServiceNow Fuji, JavaScript, XML, HTML, CSS, XHTML, Jelly Script.

Magna infotech limited, India July 2016 - Aug 2017

Java/ Web Developer

Responsibilities:
 Application Design: Designed the application using J2EE design patterns such as Session Facade, Business
Delegate, Service Locator, Value Object, and Singleton to ensure scalability and maintainability.
 Presentation Tier Development: Developed the front-end using HTML, JSP, and the Struts 1.1 framework,
integrating AJAX for faster page rendering and improving user experience.
  Middle Tier Development: Built the middle layer using EJB Stateless Session Beans and Java Servlets,
ensuring efficient business logic execution and seamless interaction between the user interface and
database.
 Data Persistence: Utilized Entity Beans for accessing data from an Oracle 9i database, ensuring proper
mapping and persistence of data across the application.
 Hibernate Integration: Worked with Hibernate for ORM-based data persistence, improving database access
efficiency and simplifying code maintenance.
 Design Documentation: Prepared high- and low-level design documents for business modules, ensuring
well-documented codebase for future enhancements and updates.
 Application Deployment: Deployed applications on JBoss Application Server in both development and
production environments, ensuring high availability and performance.
 Version Control: Implemented CVS for version control, facilitating code management, tracking changes, and
improving team collaboration.
 Build Automation: Utilized ANT as the build tool for automating the compilation, testing, and deployment of
the application, ensuring a streamlined development process.
 Unit Testing: Used JUnit to write unit tests, ensuring the robustness of the application by testing individual
components for expected functionality.

Environment: Eclipse, HTML, Java Script, Core Java, JUnit, JSP, Servlets, JDBC, Oracle 10g/9i, AJAX, CVS and JBoss
Application Server.