Santhoshi User

I’m a Senior ServiceNow Developer with 5+ years delivering enterprise ITSM, ITOM, ITAM, CSDM 4.0, HRSD, CSM, GRC, and SPM solutions across Financial Services, Healthcare, and Retail. I focus on scalable ServiceNow architecture, custom application development, and automation that measurably improves service reliability and operational efficiency.

At Target, I owned full ITSM module delivery (Incident, Problem, Change, Request) for a 10,000+ user environment with CSDM 4.0 alignment—driving CI accuracy from 71% to 97% and cutting MTTR by 30% within two quarters. I architected ITOM Discovery across AWS, Azure, and on-prem with custom MID Server probe/sensor configurations, integrated SolarWinds into EventManagement, and reduced false-positive P1/P2 incidents by 60%. I also delivered SAMPro and HAM lifecycle automation (procurement → entitlement → deploy → reclaim → disposal), surfacing $2M+ in unused license spend through publisher reconciliation and license position dashboards.

I build enterprise integrations using REST, SOAP, LDAP, OAuth2.0, SSO/SAML, MID Server, and IntegrationHub, including multi-spoke architectures with error handling and retry logic to eliminate 5+ hours/day of manual reconciliation. I’ve implemented SPM/PPM (Demand, Project, Resource, Financial Planning, Idea Management) with stage-gate approvals and capacity planning used by 12 VPs to govern $40M+ in annual IT investment decisions. For quality, I established a 200-test ATF regression suite integrated into Jenkins CI/CD with automated Slack notifications, achieving 90% code coverage and reducing post-release defects by 45%.

Previously, at UnitedhealthCare and TechMahindra, I automated ITSM workflows and service delivery (reducing ticket backlog by 35% and cutting store onboarding from 5 days to under 48 hours). I also led CI CMDB migration using Transform Maps and Glide Record deduplication, deployed ITAM and SAMPro from scratch, and automated HRSD employee lifecycle via Flow Designer with Workday REST integration—reducing IT onboarding volume by 60%. I’m certified (CSA, CAD) and I enjoy leading onshore/offshore Agile teams while translating complex business requirements into reliable, maintainable ServiceNow solutions.