Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Kanaka Subhash Gumpena

Atlanta

Summary

ServiceNow Developer with 4+ years of experience in administrating, developing, implementing and optimizing scalable enterprise solutions across ITSM, CSM, ITBM, SPM and ITAM modules with a deep understanding of core application administration, workflow design, scripting, and process automation. IT professional with 3 years of direct experience working with clients to understand business and technical requirements, design tailored solutions and implement strategic IT initiatives. Skilled in delivering client-facing technical demos to effectively communicate solution capabilities, drive stakeholder alignment, and accelerate adoption. Proven ability to bridge the gap between client needs and technical execution in fast-paced, solution-driven environments. Experienced in developing secure, efficient applications that enhance business operations and meet required regulations. Certified in CAD, CSA, CIS-ITSM, and CIS-CSM, reflecting strong commitment to excellence and growth. Skilled ServiceNow Developer possessing broad knowledge in designing, developing and managing complex workflows on the ServiceNow platform. Demonstrates strong capability to code and script proficiently while delivering high-quality solutions. Exhibits robust problem-solving skills and keen understanding of IT service management processes. Previous work has led to improved operational efficiency through optimized service management applications.

Overview

5
5
years of professional experience
1
1
Certification

Work History

ServiceNow Developer

Deloitte
01.2024 - Current
  • Led end-to-end implementation of ServiceNow ITBM/SPM suite including Project Portfolio Management (PPM), Demand Management, and Resource Management, improving project visibility and strategic alignment by 35%.
  • Configured and customized ServiceNow Project Workspace and Portfolio Workbench to support real-time status reporting and decision-making for $10M+ initiatives.
  • Transformed dashboards and performance analytics to track project KPIs, resource allocation, and financial forecasts, enabling executive reporting and improved ROI tracking.
  • Streamlined intake and prioritization process by implementing Demand Management workflows, reducing project approval time by 40%. Supported Agile delivery by integrating ServiceNow ITBM with Agile Development module, enabling hybrid project execution across multiple teams.
  • Integrated ServiceNow ITBM with third-party tools like JIRA, and MS Project for seamless data synchronization and lifecycle management.
  • Automated resource management using skill-based allocation and capacity planning features, increasing utilization by 25%.
  • Created a Project Portfolio Management (PPM) solution supporting the full SDLC, including integrations with GitHub for CI/CD and LeapWork for testing, resulting in a 25% faster development cycle and 30% reduction in testing time.
  • Architected domain separation across multiple agencies to ensure secure data access and eliminate cross-agency data leaks. Implemented Agile Methodology 2.0 increasing sprint completion rates by 30% and backlogs by 35%.
  • Built custom UI pages to capture agent input and a custom LeapWork spoke using IntegrationHub, Flow Designer and REST API capabilities to automate test execution and response handling.
  • Created end-to-end flows using Flow Designer for task assignment, approvals, incident routing, and Scrum task management-eliminating the need for manual intervention.
  • Led a successful migration from Salesforce to ServiceNow using spoke for contract management to import legacy contract data and documentation, saving approval time by 30% and streamlining legal team notifications.
  • Composed reusable Microsoft Word contract templates (e.g., NDAs, supplier/sales/third-party agreements) with dynamic clause components for scalability across contract types legal drafting time by 20%.
  • Integrated Adobe Sign for e-signature workflows eliminating manual signature collection and reducing contract turnaround by 15%. Integrated with Google Drive, allowing real-time editing and commenting on shared documents.
  • Designed a public-facing Service Portal with advanced search to view public contracts and documents; included custom widgets to securely collect information and send RFQs to vendors.
  • Built a vendor portal with self-service features for contract access, usage report uploads, and invoice payments. Established bi-directional REST APIs to integrate with PayTech, enabling vendors to submit payments and receive transaction confirmations.
  • Developed a reusable asset leveraging the PSDS module, streamlining the end-to-end process of license and permit management for government agencies, minimizing manual approvals by 30%.
  • Orchestrated License and Permit playbooks using UI Builder and decision tables, simplifying the intake-to-approval lifecycle and increasing application transparency for end users.
  • Introduced a Government Service Portal delivering a modern digital experience with 24/7 access to services, guided navigation, and conversational support to enhance customer satisfaction.

ServiceNow Intern

GainWell Technologies
05.2023 - 08.2023
  • Provided daily operational support for the IT Asset Management (ITAM) application, ensuring accurate tracking of over 50,000 IT assets across hardware and software inventories.
  • Maintained and enhanced ServiceNow ITAM modules (Hardware Asset, Software Asset, CMDB), ensuring data accuracy and compliance with organizational asset policies.
  • Managed planning and execution of ServiceNow version upgrades and system patches, proactively resolving custom development issues and resulting in a 60% reduction in support tickets and platform stability.

ServiceNow Developer

KPMG
Bangalore
07.2020 - 07.2022
  • Developed ServiceNow scoped applications using App Engine, integrating multiple systems and modules to increase workflow efficiency by 25%.
  • Enhanced data accuracy by 95% by scripting Scheduled jobs for financial data calculations and updates, enhancing reporting reliability. Enforced Access Control Lists (ACLs) to enforce data security and maintain regulatory compliance across all custom applications.
  • Utilized client and server-side scripting (Business Rules, UI Policies, UI Actions, Script Includes, Data policies, Java Script) to enhance platform capabilities and deliver a more seamless user experience.
  • Launched and deployed a Virtual Agent chatbot using NLU to support self-service functions, resulting in increased adoption and reduced support ticket volume by 25%.
  • Implemented a scalable CSM solution, integrating over 15 applications via REST APIs and Transform Maps to centralize customer service data.
  • Pioneered the development of a custom 'Change Scheduler' module, automatically assigning cases based on agent skills and availability optimizing resource allocation and increasing agent productivity by 30%.
  • Designed a customizable workspace with intuitive dashboards and task lists, enhancing user productivity and improving task prioritization across the team.
  • Promoted case creation from external user emails through seamless integration of inbound email actions, eliminating manual intervention and speeding up case resolution.
  • Applied Advanced Workforce Optimization techniques to manage workloads via channels and queues, reducing case backlog and improving service levels. Maximized agent productivity by routing cases based on skills, shifts, availability.
  • Optimized community forum engagement resulting in a 40% increase in user interactions by configuring user permissions, leading to improved customer satisfaction through effective interaction (questions, blogs, events).

ServiceNow Developer Intern

KPMG
Bangalore
12.2019 - 03.2020
  • Configured and maintained LDAP integration in ServiceNow to automate user and group imports from Active Directory, supporting single sign-on (SSO) integrating with OKTA and role-based access.
  • Defined LDAP data source filters and transformation maps to ensure accurate user record creation and synchronization, reducing manual onboarding errors by 70%.
  • Deployed and managed ServiceNow MID Servers to enable secure communication with on-premises systems for Discovery, Orchestration, and integration tasks.
  • Configured MID Servers for performance, load balancing, and IP range management, supporting high-availability environments across multiple data centers.
  • Utilized MID Server for ServiceNow Discovery, enabling accurate CMDB population and asset tracking for 5,000+ infrastructure components.

Education

Master of Science - Computer Science

Georgia State University
Atlanta, Georgia

Bachelor of Technology - Computer Science

KL University
Andhra Pradesh, India

Skills

  • ServiceNow platform expertise
  • IT service management (ITSM)
  • Customer service management (CSM)
  • HR Service Delivery (HRSD)
  • Strategic Portfolio Management (SPM)
  • ITBM
  • ITAM
  • Public Sector Digital Services (PSDS)
  • Custom Applications
  • Contract management pro
  • Agile methodology20
  • Test Management20
  • Studio
  • Flow Designer
  • UI Builder
  • App Engine
  • Playbooks
  • Reports & Dashboards
  • REST
  • SOAP
  • MID Server
  • IntegrationHub
  • APIs
  • LDAP
  • SSO
  • JavaScript
  • Business Rules
  • UI Policies
  • UI Actions
  • Script Includes
  • Scheduled Jobs
  • Automated Test Framework
  • Service Portal
  • Service Catalog
  • ACLs
  • Transform maps
  • Import sets
  • C
  • Java
  • Python
  • HTML
  • CSS
  • PHP
  • AngularJS
  • XML
  • JSON
  • MySQL
  • PostgreSQL
  • Oracle
  • ServiceNow development
  • Project management
  • Data integration
  • API management
  • Agile methodology
  • Workflow automation
  • User interface design
  • Project portfolio management
  • JavaScript programming
  • IntegrationHub spokes
  • Service catalog management
  • RESTful apis
  • Demand management
  • Service portal design
  • HTML5 development
  • Scripted REST apis
  • Business rules
  • Scoped applications
  • Incident management
  • Custom widgets
  • SLA configuration
  • LDAP integration
  • Client scripts
  • End-user training

Certification

  • ServiceNow: Certified Application Developer (CAD)
  • Certified System Administrator (CSA)
  • CIS - ITSM
  • CIS - CSM
  • ServiceNow micro certifications: Automated Test Framework (ATF), Flow designer, Business Continuity Management (BCM), Predictive Intelligence, DevOps Change Velocity.

Timeline

ServiceNow Developer

Deloitte
01.2024 - Current

ServiceNow Intern

GainWell Technologies
05.2023 - 08.2023

ServiceNow Developer

KPMG
07.2020 - 07.2022

ServiceNow Developer Intern

KPMG
12.2019 - 03.2020

Master of Science - Computer Science

Georgia State University

Bachelor of Technology - Computer Science

KL University

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Kanaka Subhash Gumpena