Mahitha Reddy

• Designed and maintained the enterprise CMDB architecture aligned with ITIL Configuration Management best practices and CSDM framework. • Managed and worked with multiple teams on developing applications for their process automation. • Create custom applications from scratch, managed Create now licenses and developed the module end to end. • Enhanced asset model management by cleaning up duplicate models, improving naming conventions, and aligning model categories with HAM best practices. • Integrated ServiceNow with third-party applications using REST, SOAP, OAuth, and API authentication mechanisms. • Managed Service Portal and HRSD forms for case management, lifecycle events, and employee self- service workflows. • Created enhanced Incident, Problem and Change forms and processes based on product backlogs. • Working on service mapping to define business services, troubleshoot the discovery and mapping process as well and new discovery patterns. • Maintain IntegrationHub automation to connect ServiceNow with external enterprise and HR applications efficiently. • Worked closely with procurement and inventory teams to map real-world hardware movement into Service HAM, ensuring the system reflects how assets actually flow across the organization. • Supported CMDB and ITOM initiatives, including Discovery, Service Mapping, Event Management, and CI lifecycle management to improve service visibility. • Developed Flow Designer automations and scheduled jobs, reducing manual ticket creation by 40%. • Built custom Service Portal widgets with HTML templates, CSS styling, and AngularJS, improving overall portal experience. • Established platform governance standards for naming conventions, code quality, and deployment practices. • Collaborated with stakeholders to translate business objectives into scalable ServiceNow solutions and roadmap recommendations.

• Developed and customized core ITSM processes Incident, Problem, Change using Flow Designer, Script Includes, and Business Rules to meet strict banking operational standards. • Implemented MID Server-based Discovery for enterprise asset mapping and service mapping, improving visibility into infrastructure services. • Supported CI/CD pipelines using Jenkins and Git, enabling controlled deployments and reducing release related incidents by 20%. • Experience in integrating ServiceNow with other IT systems, implementation of discovery on remote desktops and developing code for mid-tier servers. • Assisted in CSDM adoption, defining CI classes, service hierarchies, and CMDB data reconciliation procedures. • Created update sets to move customizations between systems like production and sub production environments during major releases. • Worked on configuring workflows, forms, business rules, and Flow Designer to support portfolio and project lifecycle processes. • Conducted unit testing, code review, and validation of update sets across Dev, QA, and Prod environments to maintain system stability. • Implemented REST/SOAP-based integrations with financial monitoring systems, improving real-time CI updates and event ingestion. • Produced technical documentation and CMDB data validation reports, supporting internal audits and governance reviews. • Mentored junior developers, improving team productivity by 25% and accelerating delivery timelines. • Collaborating with cross-functional teams to understand and address system requirements and communicating technical concepts to non-technical stakeholders. • Enhanced the Agile Module by customizing the defect and Story for better work allocation and tracking purposes.

• Administered and configured ITSM modules (Incident, Problem, Change, Request, Knowledge) ensuring ITIL-aligned process quality. • Performed day to day administration activities such as providing access to users, assigning roles adding users to groups. • Use Script Includes, Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, and Access Control Lists to design and implement new features. • Built flows, along with standard flow templates which can be reused. Analyzed Ul customization for forms, lists, Ul actions. • Created and modified reports, gauges, homepages and complex workflows for Service Catalogs. • Installation and troubleshooting Mid Servers whenever the Mid Server down notification triggered. • Prepared Dashboards & data comparison reports for Quarterly audits and populated missing data, resulting in a drop of duplicates percentage to less than 1%. • Executed platform administration tasks including user/role management, ACL adjustments, update sets, property management, and instance cloning. • Enhanced Service Portal/Employee Center with widgets, UI scripts, custom themes, and client-side logic. • Implemented Workflows to support automation of service requests and task generation. • Maintained code deployment to Stage/QA/Production instances using Update Sets. • Handle day-to-day Service-Now Tool administration. Maintain the relationships between configuration items and business services in the Service-Now tool. • Strong foundation in software development principles, software architecture, and SDLC models, employing best practices in data structures and algorithms to build scalable solutions. • Optimized ServiceNow platform performance by implementing best practices and conducting regular audits, resulting in a 50% reduction in system downtime. • Created analytical dashboards and reporting views to track SLA adherence, operational efficiency, and service health.