About
I am a results-driven ServiceNow Developer & ITSM Specialist with over 4 years of experience delivering enterprise-grade automation solutions. My expertise spans Now Assist, AI Agents, Virtual Agent, AWA, Flow Designer, and UI Builder ā crafting AI-powered workflows that streamline IT operations and enhance service delivery. Iām passionate about building intelligent, scalable, and data-driven ServiceNow solutions that deliver measurable business impact.
ServiceNow Developer & ITSM Specialist
With a strong foundation in the ServiceNow platform, I specialize in designing, developing, and implementing AI-driven ITSM workflows that enhance service delivery and operational efficiency. My focus areas include Now Assist, AI Agents, Virtual Agent, Flow Designer, UI Builder, and AWA, enabling intelligent automation across enterprise processes.
- Year: 1998
- Phone: +1 530-592-8767
- Location: San Francisco, USA
- Degree: Master of Science in Computer Science
- Email: saiaravindreddy10@gmail.com
I have developed and deployed AI-powered ServiceNow applications that integrate Now Assist Skills, Flow Designer logic, and AI Search APIs to automate ITSM processes across Incident, Change, and Knowledge Management. I also build interactive dashboards using UI Builder for plugin version validation and analytics visibility. Passionate about combining AI, automation, and ITIL-aligned design to create transformative enterprise solutions.
Companies Worked Work4Flow, Hexaware Technologies, Techsource Services
Projects Delivered AI-Driven & ITSM Automation Solutions
Months of Experience in ServiceNow Development
Technologies & Modules Now Assist, AI Agents, Virtual Agent, Flow Designer, AWA, UI Builder
Skills
Here are the key technical, platform, and analytical skills that define my expertise as a ServiceNow Developer and ITSM Specialist.
- ServiceNow Modules: ITSM, CSM, Now Assist, AI Agents, Virtual Agent, AWA, Service Catalog, Knowledge, Change, Incident, Problem Management
- Platform Tools: Flow Designer, UI Builder, App Engine Studio, Business Rules, Script Includes, Client Scripts, UI Policies, ACLs, MID Server
- AI & Automation: Now Assist Skill Authoring, AI Search, Context Variables, Skill Kits, AWA Routing Policies, Chat Setup, GenAI Workflows
- Programming & Scripting: JavaScript (Glide API), Jelly, AngularJS, HTML5, CSS3, AJAX, REST API scripting
- Integrations: REST & SOAP Web Services, IntegrationHub, JSON/XML Payloads, Webhooks, External System Integrations
- Data & Analytics: ServiceNow Tables, CMDB, Platform Analytics, PA Indicators, Dashboards, Breakdown Matrices
- DevOps & Collaboration: Git, GitHub, Jenkins, JIRA, Agile Development, ServiceNow Agile Boards
- Cloud & Infrastructure: AWS, Azure, ServiceNow MID Server, Integration with Cloud APIs
- Testing & Optimization: Automated Test Framework (ATF), Unit Testing, Flow Debugging, Instance Performance Tuning
- Certifications: CSA, CIS-ITSM, Micro-Certs ā Now Assist Executive, Agentic AI Executive, Virtual Agent, Agile & Test Management, Azure Administrator Associate
Resume
A concise summary of my professional experience, education, and key projects as a ServiceNow Developer and ITSM Specialist.
Summary
Sai Aravind Reddy
Results-driven ServiceNow Developer & ITSM Specialist with over 4 years of experience designing, developing, and implementing enterprise-grade automation solutions. Skilled in Now Assist, AI Agents, Virtual Agent, Flow Designer, AWA, and UI Builder to enhance service delivery and process efficiency. Passionate about AI-driven workflows, ITIL-aligned automation, and cross-functional collaboration.
- San Francisco, USA
- +1 530 592 8767
- saiaravindreddy10@gmail.com
Education
Master of Science in Computer Science
Aug 2023 ā May 2025
California State University, Chico
Focused on intelligent automation, enterprise systems, and data-driven software design; developed ServiceNow-based ITSM prototypes for academic research and internal IT workflows.
Bachelor of Technology in Computer Science
Aug 2016 ā Jun 2020
REVA University, Bengaluru, India
Built a strong foundation in programming, databases, and software engineering principles with emphasis on applied computer science and enterprise systems.
Professional Experience
ServiceNow Developer
Jul 2025 ā Present
Work4Flow | San Francisco, CA
- Designed and deployed AI Agents using Now Assist and Agentic Framework to automate Knowledge Article and Catalog Item discovery from user intents.
- Customized and published Now Assist Skills and Skill Kits to streamline ITSM use-cases across Knowledge, Catalog, and Incident domains.
- Integrated AI Search APIs with Flow Designer for high-relevance retrieval of Knowledge Articles, Catalog Items, and related Incidents.
- Built UI Builder dashboards visualizing plugin versions, app dependencies, and readiness metrics.
- Configured AI Search Profiles and Context Configurations to align custom results with global search experiences.
Student Assistant ā ServiceNow Developer
Sep 2023 ā May 2025
Associated Students, California State University ā Chico, CA
- Developed internal ServiceNow apps and Service Catalog items to automate IT requests for students and faculty, reducing turnaround time by 30 %.
- Integrated ServiceNow with campus systems via REST APIs, ensuring seamless data synchronization.
- Performed configuration audits and compliance checks to meet university IT policies.
ServiceNow Developer
Jul 2021 ā Jul 2023
Hexaware Technologies | Pune, India
- Customized ITSM modules (Incident, Change, Request) and built a modern Service Portal to enhance employee experience.
- Implemented AWA (Advanced Work Assignment) with multi-channel routing and customized queues for skill-based distribution.
- Automated ITSM processes with Flow Designer, Script Includes, and UI Policies, reducing ticket handling time by 40 %.
- Developed REST API integrations for third-party systems using JSON and XML.
- Deployed Automated Test Framework (ATF) workflows, cutting regression testing effort by 60 %.
Associate Engineer ā ServiceNow Administrator
Jun 2020 ā Jul 2021
Techsource Services | Mumbai, India
- Administered ServiceNow instance security ā managed users, roles, groups, and ACLs to maintain access control and data integrity.
- Handled incident and request management ensuring SLA compliance and prompt resolution.
- Supported daily BAU activities including system monitoring and troubleshooting for configuration issues.
Academic Projects
Online Chess Multiplayer Game
2024
California State University, Chico
- Developed a real-time multiplayer chess platform using Django and WebSockets for low-latency communication.
- View Repository
Tasty Trails ā Food Delivery App
2023
California State University, Chico
- Built a Flutter-based Android app with AWS-hosted REST APIs and vendor portal for menu management and real-time orders.
- View Repository
Portfolio
Showcasing some of the projects I've worked on during my academic journey.
Online Multiplayer Chess Game (WebSockets)
Developed with WebSockets for real-time gameplay.
View Repository
Tasty Trials - Food Delivery App (Flutter)
Built using Flutter for a seamless user experience.
View RepositoryCertifications
A showcase of my professional certifications and delivery accreditations across ServiceNow and Microsoft technologies.
ServiceNow Certifications
Certified System Administrator (CSA)
ServiceNow
Certified Implementation Specialist ā IT Service Management (CIS-ITSM)
ServiceNow
Micro-Certifications
Now Assist Executive Micro-Certification
Issued Jul 2025
Agentic AI Executive Micro-Certification
Issued Jul 2025
Virtual Agent Micro-Certification
Issued Jul 2025
Predictive Intelligence Micro-Certification
Issued Oct 2025
Platform Analytics Micro-Certification
Issued Oct 2025
ServiceNow Delivery Accreditations
Delivery Accreditation ā AI Agents
Issued Aug 2025
Now Assist for ITSM ā Implementation Delivery Accreditation
Issued Aug 2025
Now Assist for CSM ā Implementation Delivery Accreditation
Issued Aug 2025
Now Assist for HRSD ā Implementation Delivery Accreditation
Issued Aug 2025
Now Assist for FSM ā Implementation Delivery Accreditation
Issued Aug 2025
Now Assist for Creator ā Implementation Delivery Accreditation
Issued Jul 2025
Workplace Service Delivery ā Delivery Accreditation
Issued Jul 2025
Microsoft Certifications
Azure Administrator Associate (AZ-104)
Microsoft Certified
Azure Fundamentals (AZ-900)
Microsoft Certified
Business Intelligence Using Power BI ā Skill Nation
Hobbies & Strengths
Beyond my professional expertise, here are some of my interests and personal traits that fuel my growth and creativity.
Hobbies
- Riding: Helps me maintain focus and discipline.
- Reverse Writing: A unique skill that showcases creativity and curiosity.
- Cooking: Nurtures my creativity and attention to detail.
Strengths
- Good Sense of Humor: Builds great rapport with teams.
- Fast Learner: Quickly adapts to new challenges and technologies.
- Patience: Essential for problem-solving and teamwork.
- Strong Organizational Skills: Ensures deadlines are met effectively.
- Effective Communication Skills: Enhances collaboration and teamwork.
Want to know more about my hobbies or strengths? Reach out to me!
Services
Explore the range of ServiceNow solutions I design and implement ā combining AI-driven automation, intelligent workflows, and ITSM best practices.
AI Agents & Now Assist Solutions
Designing, configuring, and deploying AI Agents using Now Assist and Agentic Framework to automate incident triage, change planning, and service fulfillment across ITSM and HRSD domains.
Virtual Agent & AWA Routing
Building conversational flows using Virtual Agent Designer with contextual hand-off to live agents via Advanced Work Assignment (AWA), ensuring seamless queue routing and skill-based distribution.
ITSM Workflow Automation
Automating end-to-end workflows for Incident, Change, Problem, and Knowledge Management using Flow Designer, Business Rules, and Script Includes aligned with ITIL best practices.
Service Portals & Dashboards
Developing UI Builder dashboards and Service Portals to visualize KPIs, plugin readiness, and application dependencies, enabling actionable insights for IT leadership and operations teams.
Integrations & Platform Extensions
Integrating ServiceNow with enterprise systems using REST/SOAP APIs, IntegrationHub, and MID Server for secure, seamless data exchange and cross-platform workflow orchestration.
Platform Analytics & Reporting
Leveraging Performance Analytics and Predictive Intelligence to deliver insight-driven dashboards, trend forecasts, and SLA tracking across ITSM modules for data-backed decision making.
Contact
Get in touch with me for collaborations, project discussions, or general inquiries.
Address
California, USA
Call Me
+1 530 592 8767
Email Me
saiaravindreddy10@gmail.com