Eswar Bachu

IT professional with over 3 years of experience, including as a ServiceNow Developer, specializing in designing and implementing tailored ServiceNow solutions. Skilled in customizing core ITSM modules, automating workflows using Flow Designer, and integrating third-party systems via REST and SOAP APIs. Proficient in developing user-centric Service Portals and dynamic widgets with JavaScript and AngularJS to enhance user experience. Expertise in configuring CMDB for accurate asset tracking and lifecycle management, ensuring compliance with ITIL standards. Committed to delivering scalable, high-performance ServiceNow solutions and solving complex technical challenges.

Administered the ServiceNow instance for a user base of over 500, ensuring stable configurations and maintaining system uptime of 99.9% through regular updates, data backups, and precise role-based access management. Utilized diagnostic tools and event monitoring to ensure consistent system performance and availability.

 • Developed and deployed custom Scoped Applications in ServiceNow to automate 20+ business workflows, reducing manual workload by 30% and improving task resolution times by 25%. Used Flow Designer and Business Rules to streamline approvals, incident assignments, and escalations. 

• Enhanced ITSM and ITOM modules, including Incident, Problem, Change, and Asset Management, to optimize ticket routing and prioritization. Achieved 95% SLA compliance by implementing Service Level Management features to track and meet service targets. 

• Created and maintained workflows to manage over 1,000 hardware and software assets, integrating automated reconciliation and procurement system interfaces. Leveraged the CMDB for accurate asset tracking, reducing errors by 20% and improving asset lifecycle management. 

• Designed and optimized 15+ Service Portal pages, enabling efficient self-service for incident reporting, change requests, and catalog access. Built dynamic widgets using JavaScript and AngularJS, incorporating REST APIs for personalized user experiences. 

• Automated approval workflows using Flow Designer, incorporating conditional logic to process 50+ change requests monthly. Reduced approval cycle times by 50% and ensured compliance with defined business policies.

 • Integrated ServiceNow with over five third-party systems via REST and SOAP APIs, ensuring reliable synchronization of 500+ records daily. Configured Integration Hub to automate key tasks, reducing manual data entry by 40% and improving data accuracy. 

• Applied Access Control Rules (ACLs) to safeguard sensitive data, ensuring authorized access only. Developed robust security protocols to protect critical records and maintain data integrity.

 • Improved risk management, customer service, and project tracking by enhancing GRC, CSM, and SPM modules. Automated compliance and risk assessments, increasing audit readiness by 40%. Optimized case routing and escalation, reducing resolution time by 35%, and improved project completion rates by 20% through better prioritization and resource allocation. 

• Conducted performance optimization of ServiceNow instances, reducing response times by 30% through database indexing and efficient query structuring. Implemented best practices to ensure consistent and reliable system performance. 

• Migrated legacy workflows to ServiceNow, ensuring seamless transitions and reducing downtime during the migration process by 15%. • Collaborated with cross-functional teams to align ITSM processes with business objectives, improving overall service delivery and achieving key performance indicators (KPIs).

Master of Science Management Information Systems, Auburn University at Montgomery.

Coursework: Enterprise Information Systems, Data Systems, Information Security, Leading Innovation and Project Design, Applied Business and Data Analytics, Machine Learning, Quality Management and Integrated Systems, System Analysis and Design and IT Project Management.