Shravan Madugundu

• Gained hands-on experience in software development, network administration, and data management through advanced IT coursework at Humber College, applying academic learning to real-world applications. • Served as team lead on a capstone project to build a full-stack Driving School Web Application, where students could book instructors, admins could manage approvals, and instructors could handle availability and bookings. • Led the architecture, development, and deployment of major modules using Firebase (Authentication, Firestore, and Hosting) and developed custom REST APIs to handle dynamic interactions between users and data. • Implemented key features including real-time booking, role-based access, and notification workflows, ensuring a seamless user experience across roles (students, admins, and instructors). • Facilitated collaboration among team members, delegated tasks based on strengths, and ensured timely delivery of project milestones, while maintaining code quality and scalability. • Participated in regular sprint planning, version control with GitHub, and showcased the final product to faculty and industry stakeholders as a complete working solution.

• Designed and developed custom ServiceNow applications by translating complex business requirements into scalable, maintainable solutions aligned with ITSM best practices. • Implemented robust REST and SOAP API integrations with third-party systems, including Service Bridge, enabling real-time data synchronization and seamless cross-platform connectivity. • Spearheaded enhancements to the CMDB by integrating external asset data sources, improving configuration item accuracy, dependency mapping, and service impact analysis. • Built dynamic and user-friendly Service Catalog items using Catalog Builder, improving request fulfillment efficiency and end-user satisfaction. • Developed custom workflows, UI policies, and business rules to automate business processes and ensure data integrity across modules. • Collaborated with cross-functional teams to identify opportunities for automation and process improvement, contributing to increased operational efficiency.

• Delivered end-to-end solutions across Software Asset Management (SAM), Hardware Asset Management (HAM), IT Service Management (ITSM), and CMDB modules by leveraging ServiceNow’s platform capabilities, including custom application development, workflow automation, and orchestration to streamline business processes and reduce manual effort. • Designed and implemented automated reporting and audit frameworks, enabling real-time compliance monitoring, improved data transparency, and reduction in recurring manual audit tasks. • Configured and managed critical platform infrastructure activities, including Single Sign-On (SSO) setup, instance cloning, data migrations, and platform upgrades, ensuring minimal downtime and smooth transition across environments. • Developed and maintained secure REST API integrations with third-party systems using OAuth 2.0, MID Servers, and scripted REST APIs, facilitating reliable, secure, and scalable data exchange across enterprise tools. • Played a key role in Virtual Agent integration and NowMobile app deployment, customizing conversational flows and mobile interfaces to elevate end-user experience and accessibility on mobile devices. • Provided hands-on mentorship to junior developers and freshers, conducting knowledge transfer sessions, code reviews, and guiding them through ServiceNow best practices, platform architecture, and debugging techniques to foster a culture of continuous learning and excellence.

• Developed and deployed scalable ServiceNow solutions leveraging ITSM Pro licensed modules such as Predictive Intelligence, Virtual Agent, and Performance Analytics, along with extensive CMDB customizations to support service visibility and impact analysis. • Designed and implemented REST and SOAP API integrations with external systems to automate workflows, synchronize data, and enhance overall service delivery efficiency. • Built robust backend configurations, including scripted business rules, flow designers, and data policies, to ensure seamless interaction between modules and maintain system performance. • Led integration efforts with third-party platforms, ensuring secure, stable, and intuitive user experiences across both web and mobile environments. • Collaborated with cross-functional teams to understand business needs and translate them into technical solutions, improving operational effectiveness and reducing resolution times.