Pavan Kumar Kagga

Summary

Information Technology Professional, ServiceNow – Certified Application Developer, Certified Implementation Specialist on CSM, Certified System Administrator, Certified Implementation Specialist on ITSM and ITIL® Foundation V3 in ITSM.
Total 11 years of IT experience and 9 years of experience in ServiceNow. Experienced in implementation, enhancement, and integrations.
Research, design, evaluate, integrate, and maintain software applications.
Customer Service Management: Implementing standardized processes for recording, managing, and resolving Cases.
Responsible for scripting, Discovery Management, DocuSign and SCCM – ITOM integrations.
Database design and SQL programming; expertise in web technologies (HTML5, CSS3, Bootstrap).
Cross-browser compatibility, Agile environment, post-rollout support, automated testing, POC work, and mobile integration.
End-to-end ServiceNow expertise: CSM, ITSM, Incident Management, Service Catalog, Change/Problem/Knowledge Management, Service Portal, inbound emails, REST APIs, MID server installation.
As Team Lead: Team management, skill development, stakeholder engagement, and task coordination.

Sr. Software Engineer / Tech Lead – ServiceNow Developer | Toronto, Canada

Team Size: 7 | Technologies: ServiceNow CSM, Service Portal

Implemented CSM platform to streamline customer service management and optimize IT processes.
Created Service Catalog, customized ServiceNow modules, conducted client meetings.
Used Precision Bridge to replicate and archive application data securely.
Designed applications with HTML, CSS, Bootstrap, JavaScript, JQuery, AngularJS.

Team Size: 10 | Technologies: ServiceNow ITSM, Service Portal

Team Size: 10 | Technologies: ServiceNow CMS, Service Portal

Designed CMS/UI macros/pages, dynamic content, scripted REST APIs, notifications.
Responsible for ServiceNow scripting, database, and UI customization.

Team Size: 12 | Technologies: ServiceNow Scripts, UI Actions, Reports

Implemented automation for DocuSign Documents, CSM, domain separation, case management.

Team Size: 7 | Technologies: ServiceNow SLAs, Scripts, Reports

Custom reports, SLA implementation, inbound/outbound emails, client interactions, update set management.

Team Size: 8 | Technologies: ServiceNow CMS

Sr. Software Engineer – ServiceNow Developer | Toronto, Canada

UI Developer – UI Designer & Developer | Hyderabad, India