PUNEETH v

I’m a ServiceNow Senior Developer and SME with 5 years of experience building scalable platform solutions across Custom Applications, ITSM, Performance Analytics, Predictive Intelligence, and Integrations. My engineering focus is automation, performance optimization, and secure design, and I enjoy owning end-to-end feature development from requirements to production delivery.

In my current role, I act as SME and primary developer for multiple custom ServiceNow applications, collaborating closely with architects and business stakeholders to drive enhancements and support. I designed scoped applications that improved business process efficiency by ~55–75% and reduced manual ticket creation effort by 90% using automated, rule-based inbound email integrations. I also build secure, authenticated integrations (OAuth 2.0, basic Auth, Mutual auth, Session Tokens, API Keys) using REST APIs, Integration Hub, and SOAP, while implementing scalable scripts (Client Scripts, Business Rules, Script Includes, Scheduled Jobs, Fix Scripts) and complex SLA models.

Previously at Wipro, I led end-to-end Performance Analytics development—KPI configuration, automated data collection jobs, dashboards, and health monitoring—reducing manual developer monitoring effort by 90% with a centralized PA Admin Dashboard. I also designed Predictive Intelligence models (classification, similarity, clustering) to automate ticket field prediction, delivering a 75% reduction in reassignments and 90% faster response/resolution times, and I supported ITSM processes while working in Agile Scrum. My impact is recognized through multiple Insta Rise Awards and a CIS Best Unit Award, and I hold ServiceNow certifications including CIS-PA, CSA, and CAD.