Harika Boddu

ServiceNow Architect

ServiceNow Architect with 13 years of overall IT experience, specializing in enterprise ServiceNow, platform governance, and large-scale implementations across ITSM, ITOM, CMDB (CSDM), HAM, SAM, HRSD, GRC, and Customer Service Management (CSM). Currently serving as a ServiceNow Architect leading enterprise platform strategy, architecture governance, CMDB/CSDM transformation, integration standards, upgrade roadmaps, and release governance across multiple business-critical ServiceNow environments. Architected and standardized ITSM frameworks including Incident, Major Incident, Problem, Change, Request, SLA, Vendor Management, and Release Management, improving operational control and service maturity. Designed and governed CMDB, Discovery, Service Mapping, and Asset Management (HAM/SAM) architectures with identification and reconciliation controls, lifecycle governance, and source-of-truth alignment. Delivered HRSD, CSM, and GRC solutions including case management, policy and compliance workflows, vendor risk processes, and secure role-based access controls aligned with enterprise governance standards. Implemented Service Operations Workspace (SOW), Employee Center, and Now Assist capabilities, driving measurable improvements in agent productivity, automation adoption, and service efficiency. Architected enterprise integrations using REST, SOAP, Integration Hub, and Import Sets with platforms such as Azure AD, SCCM, SolarWinds, Tanium, Nutanix, LANDesk (Ivanti), and Microsoft Teams. Established enterprise-wide ServiceNow governance standards, architecture review processes, release controls, and development best practices to ensure scalable and upgrade-safe platform delivery.

hboddu35@gmail.com+1 (713) 766-9773linkedin.com/in/harika-boddu1819

Experience

ServiceNow Architect

Rave Aerospace

2024-07 – Present · Bay Area, CA

  • Designed and implemented enterprise-scale ServiceNow solutions supporting aerospace manufacturing, defense program management, and engineering operations across integrated supply chain and MRO (Maintenance, Repair & Overhaul) workflows.
  • Led architecture review boards and established platform governance standards for development, integrations, security, and upgrades.
  • Defined enterprise ITSM architecture standards and governed implementation of Incident, Problem, Change, Release, Knowledge, and Asset Management processes across aerospace and manufacturing business units.
  • Management aligned with ITIL standards.
  • Implemented GRC/IRM modules that improved audit readiness and reduced manual compliance tracking efforts.
  • Managed CMDB architecture including CI lifecycle management, service mapping, dependency mapping, and reconciliation rules for mission-critical aerospace manufacturing systems, PLM platforms, and ERP-integrated infrastructure.
  • Defined ServiceNow enterprise architecture roadmap aligned with business transformation and digital modernization initiatives.
  • Designed reusable application architecture patterns and governed development standards for custom ServiceNow applications, ensuring maintainability, scalability, and upgrade compatibility.
  • Automated approval workflows, risk assessments, and SLA escalations using Flow Designer and Workflow Editor.
  • Integrated ServiceNow with IAM solutions, Azure AD, LDAP, MFA systems, and external applications using REST and SOAP APIs.
  • Designed Performance Analytics dashboards tracking operational risk KPIs, compliance metrics, SLA adherence, and audit findings.
  • Evaluated and implemented Now Assist capabilities for ITSM and HRSD use cases, improving agent productivity, knowledge search effectiveness, and service resolution efficiency.
  • Supported SOX compliance activities by maintaining audit trails, evidence collection, and regulatory reporting.
  • Automated vulnerability remediation workflows integrated with SIEM and cybersecurity tools.
  • Governed enterprise release management processes including instance cloning strategy, CI/CD pipelines, deployment controls, and production promotion approvals.
  • Supported ServiceNow upgrades (Washington DC release) and platform performance optimization initiatives.
  • Architected CMDB aligned with CSDM framework to model business applications, technical services, and infrastructure layers.
  • Implemented Identification and Reconciliation Engine (IRE) rules to maintain CMDB data integrity and eliminate duplication.
  • Established Architecture Review Board (ARB) sessions to review solution designs, enforce development standards, and ensure alignment with enterprise architecture principles.
  • Developed a multi-year ServiceNow roadmap covering ITSM modernization, CMDB maturity, ITOM expansion, GRC compliance initiatives, and AI-driven automation capabilities.
  • Designed end-to-end Service Mapping for mission-critical applications enabling impact analysis and outage management.
  • Acted as trusted advisor to executive leadership on ServiceNow platform strategy, CMDB maturity, and ITOM transformation.
  • Ensured platform compliance with SOX, ITAR, DFARS, CMMC, and NIST frameworks through automated governance processes.
  • Environment: ServiceNow Washington DC, ITSM, ITOM, CMDB (CSDM), GRC/IRM, HRSD, CSM, Discovery, Service Mapping, Performance Analytics, Service Portal.

Lead ServiceNow Developer

Western Alliance Bank

2022-09 – 2024-06 · Dallas, TX

  • Implemented and supported ServiceNow solutions for retail banking, commercial banking, and wealth management operations.
  • Governed ITSM platform architecture and process design across Incident, Problem, Change, Request, Knowledge, and Service Catalog capabilities.
  • Customized forms and UI components using Client Scripts, UI Policies, UI Actions, and Catalog Client Scripts.
  • Developed enterprise-wide standards for CSDM adoption, CMDB governance, integration patterns, and platform scalability.
  • Designed and implemented Flow Designer automations for risk-based change approvals and compliance validations.
  • Configured CMDB tables, CI relationships, identification and reconciliation rules for financial applications.
  • Integrated ServiceNow with fraud monitoring systems, SIEM platforms, and cybersecurity tools via REST APIs.
  • Implemented GRC/IRM Risk and Compliance modules supporting regulatory policy and control testing.
  • Supported FFIEC, OCC, PCI-DSS, and SOX compliance audits by generating reports and control documentation.
  • Configured SLA definitions, business rules, escalation policies, and operational-level agreements (OLAs).
  • Built Performance Analytics dashboards tracking compliance gaps, audit findings, incident trends, and change success rates.
  • Partnered with Risk, Compliance, and Audit leadership to align ServiceNow platform capabilities with OCC, FFIEC, PCI-DSS, SOX, and GLBA regulatory requirements.
  • Managed update sets, instance cloning, and multi-environment deployment strategies.
  • Participated in UAT coordination, Automated Test Framework (ATF) implementation, and regression testing cycles.
  • Ensured GLBA-aligned data protection, encryption standards, and secure access governance.
  • Collaborated with Risk, Audit, and Information Security teams to strengthen regulatory compliance posture.
  • Environment: ServiceNow Tokyo, Utah, Vancouver, ITSM, ITOM, CMDB (CSDM), GRC/IRM, SecOps, Service Catalog, Discovery, Flow Designer, Performance Analytics.

Sr. ServiceNow Administrator

Macy's

2020-06 – 2022-08 · New York City, NY

  • Designed automation architecture leveraging Flow Designer and Integration Hub to streamline retail service operations and reduce manual processing effort.
  • Configured and administered Hardware and Software Asset Management (HAM & SAM), managing asset lifecycle from procurement to retirement with strong compliance controls.
  • Architected Discovery and CMDB data management strategies to improve infrastructure visibility, service mapping accuracy, and operational governance.
  • Ensured CMDB accuracy through discovery, reconciliation, and CI lifecycle management in alignment with CSDM principles.
  • Enhanced Service Portal and Employee Center user experiences through custom widgets, UI Builder configurations, and workflow integrations.
  • Integrated ServiceNow with external retail systems using REST APIs, SOAP, and MID Server to enable automated data exchange and workflow orchestration.
  • Developed and supported Customer Service Management (CSM) workflows for request handling, incident routing, and SLA tracking.
  • Built custom reports, dashboards, and analytics to monitor SLA performance, asset utilization, and service request trends.
  • Implemented system security controls using ACLs and role-based access to enforce data protection and regulatory compliance.
  • Environment: ServiceNow ITSM, ITOM, HRSD, CSM, HAM, SAM, GRC, Employee Center, App Engine Studio, Performance Analytics.

Sr. ServiceNow Consultant

Trinity Life Sciences

2018-06 – 2020-05 · Waltham, MA

  • Facilitated architecture workshops with business and technology stakeholders to define ServiceNow platform strategy, solution roadmaps, and implementation approaches.
  • Designed and implemented Incident, Change, and Problem Management workflows to improve service reliability and risk management.
  • Designed scalable application solutions and technical frameworks supporting catalog automation, workflow orchestration, and enterprise service delivery.
  • Designed, implemented, and maintained Service Catalog items and approval workflows to streamline request fulfilment.
  • Integrated ServiceNow with internal and external systems using inbound and outbound integrations for automated data exchange.
  • Supported Problem Management activities, including root cause analysis, known error documentation, and incident correlation.
  • Developed custom reports and dashboards to monitor SLA compliance, incident resolution performance, and change success rates.
  • Environment: ServiceNow ITSM, CMDB, Service Catalog, GRC, Scoped Applications, Performance Analytics, Incident, Change, Problem Management.

ServiceNow Engineer

HDFC Bank

2013-04 – 2017-11 · India

  • Supported end-to-end migration from IBM Tivoli to ServiceNow, assisting in data validation, process alignment, and transition planning.
  • Implemented core ITSM processes including Incident, Change, Problem, and Request Management to standardize service delivery workflows.
  • Developed and configured Change Management workflows with automated approvals and governance controls to minimize operational risk.
  • Integrated ServiceNow with IBM Tivoli using REST APIs and SOAP services to enable synchronized incident and change tracking.
  • Configured Service Catalog and Request Management workflows, enabling end-users to raise and track service requests through a self-service portal, reducing manual ticket creation and improving request fulfilment turnaround times.
  • Administered ServiceNow platform health and maintenance, including MID Server configurations, scheduled jobs, system upgrades, and performance monitoring to ensure platform stability and optimal uptime across the organization.
  • Developed and managed CMDB population strategies using Discovery and Import Sets, ensuring accurate CI data across servers, applications, and network devices to support reliable impact analysis and change risk assessments.
  • Collaborated with cross-functional teams to define SLA policies, escalation rules, and notification workflows, improving first-response compliance and reducing breach incidents across Incident and Request Management processes.
  • Created custom reports and dashboards to monitor SLA compliance, resolution timelines, and change success metrics.
  • Environment: ServiceNow Kingston, ITSM, CMDB, Discovery, HAM, SAM, Service Catalog, Service Portal, Change Management.

Career highlights

July 2024

  • Started: ServiceNow Architect at Rave Aerospace

    Rave Aerospace

September 2022

  • Started: Lead ServiceNow Developer at Western Alliance Bank

    Western Alliance Bank

June 2020

  • Started: Sr. ServiceNow Administrator at Macy's

    Macy's

June 2018

  • Started: Sr. ServiceNow Consultant at Trinity Life Sciences

    Trinity Life Sciences

April 2013

  • Started: ServiceNow Engineer at HDFC Bank

    HDFC Bank

Skills

ServiceNow Modules: ITSM, TPM, ITOM (Discovery, Service Mapping), CMDB (CSDM), HRSD, SPM, ITAM (HAM & SAM), CSM, GRC/IRM, TRM, SecOpsPlatform Architecture: CSDM alignment, CMDB health management, instance governance, upgrade planning, performance tuning, RBAC, ACL administrationAI & Automation: Now Assist (HRSD, ITSM), Virtual Agent, Agentic AI, Predictive Intelligence, RPA, Playbooks, Workflow Data Fabric, Flow Designer, Workflow EditorDevelopment & Scripting: JavaScript, Glide API, Business Rules, Client Scripts, UI Policies, Scheduled Jobs, Script Includes, Scoped Applications, App Engine StudioIntegrations: REST APIs, SOAP Web Services, MID Server, Integration Hub, Workday, Azure AD, LDAP, SIEM, IAM, OAuth, Import Sets, Transform MapsSecurity & Access: ACL configuration, Role-Based Access Control (RBAC), user role design, instance security controls, ATF, CI/CDUX & Portals: Service Portal, Employee Center, UI Builder, Service Catalog, Virtual Agent, AngularJS, jQuery, CSS, UI Pages, UI MacrosReporting & Analytics: Performance Analytics, SLA dashboards, custom reports, KPI tracking, Virtual Agent analytics, Now Assist analyticsMethodologies: Agile/Scrum, ITIL v3/v4, enterprise solution architecture, stakeholder engagement, cross-functional collaboration

Education

Shri Vishnu Engineering College for Women

Certifications

  • ServiceNow Certified System Administrator (CSA)
  • ServiceNow Certified Application Developer (CAD)
  • ServiceNow Certified Implementation Specialist – Data Foundations (CIS-DF | CMDB & CSDM)
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