# Sai Aravind Reddy

> ServiceNow Developer @ Work4Flow | ITSM & CSM Automation | CSA | UI Builder | GenAI & Now Assist | 5x Micro-Certified

Location: San Francisco Bay Area, United States
Profile: https://flows.cv/saiaravindreddy

I build 𝗦𝗲𝗿𝘃𝗶𝗰𝗲𝗡𝗼𝘄 𝘀𝗼𝗹𝘂𝘁𝗶𝗼𝗻𝘀 𝘁𝗵𝗮𝘁 𝗿𝗲𝗺𝗼𝘃𝗲 𝗜𝗧 𝗳𝗿𝗶𝗰𝘁𝗶𝗼𝗻, 𝗮𝘂𝘁𝗼𝗺𝗮𝘁𝗲 𝘄𝗼𝗿𝗸𝗳𝗹𝗼𝘄𝘀, and scale cleanly.

I’m a 𝗦𝗲𝗿𝘃𝗶𝗰𝗲𝗡𝗼𝘄 𝗗𝗲𝘃𝗲𝗹𝗼𝗽𝗲𝗿 𝗮𝘁 𝗪𝗼𝗿𝗸𝟰𝗙𝗹𝗼𝘄 with hands-on experience designing and implementing ITSM, CSM and HRSD solutions for enterprise and academic environments.

𝗪𝗵𝗮𝘁 𝗜 𝘄𝗼𝗿𝗸 𝗼𝗻:
• ITSM & CSM workflow automation
• Service Catalog design & optimization
• Business Rules, Flow Designer, and Script Includes
• REST API integrations with third-party systems
• AI Agents & Now Assist use cases

𝗪𝗵𝗮𝘁 𝗜’𝘃𝗲 𝗱𝗲𝗹𝗶𝘃𝗲𝗿𝗲𝗱:
• Automated ServiceNow workflows used across multiple teams
• Streamlined incident and change management processes aligned with ITIL
• Built ServiceNow dashboards and integrated Power BI for actionable insights
• Delivered ServiceNow solutions for organizations like 𝗛𝗲𝘅𝗮𝘄𝗮𝗿𝗲 𝗧𝗲𝗰𝗵𝗻𝗼𝗹𝗼𝗴𝗶𝗲𝘀 𝗮𝗻𝗱 𝗖𝗮𝗹𝗶𝗳𝗼𝗿𝗻𝗶𝗮 𝗦𝘁𝗮𝘁𝗲 𝗨𝗻𝗶𝘃𝗲𝗿𝘀𝗶𝘁𝘆, 𝗖𝗵𝗶𝗰𝗼

I care about 𝗰𝗹𝗲𝗮𝗻 𝗮𝗿𝗰𝗵𝗶𝘁𝗲𝗰𝘁𝘂𝗿𝗲, 𝘀𝗰𝗮𝗹𝗮𝗯𝗶𝗹𝗶𝘁𝘆, 𝗮𝗻𝗱 𝗺𝗲𝗮𝘀𝘂𝗿𝗮𝗯𝗹𝗲 𝗶𝗺𝗽𝗮𝗰𝘁 — not overengineered nonsense.

Open to 𝗦𝗲𝗿𝘃𝗶𝗰𝗲𝗡𝗼𝘄 𝗗𝗲𝘃𝗲𝗹𝗼𝗽𝗲𝗿, 𝗔𝗱𝗺𝗶𝗻𝗶𝘀𝘁𝗿𝗮𝘁𝗼𝗿, 𝗼𝗿 𝗧𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹 𝗖𝗼𝗻𝘀𝘂𝗹𝘁𝗮𝗻𝘁 roles where automation, AI, and scalable IT operations are a priority.

📩 If you’re hiring, building on ServiceNow, or want to talk workflow automation — DM me.

## Work Experience
### Software Engineer – ServiceNow @ Work4flow
Jan 2025 – Present | San Francisco Bay Area
• Led implementations across ITSM and CSM modules including Incident, Problem, Change, Case Management, and Service Catalog, improving service delivery efficiency and customer experience
• Implemented Now Assist capabilities across ITSM and CSM including record summarization, knowledge generation, and automated resolution notes, improving agent productivity
• Integrated Generative AI (GenAI) and LLM-driven capabilities within ServiceNow workflows to enable intelligent automation, contextual recommendations, and automated task execution
• Designed and delivered AI Agent and Virtual Agent solutions integrated with GenAI and LLM capabilities for conversational routing, proactive deflection, and knowledge-driven automation
• Designed and implemented agentic AI workflows and autonomous agents leveraging AI Agents and Flow Designer to orchestrate multi-step task execution across ITSM and CSM processes
• Built and optimized Flow Designer automations, migrating legacy workflows to modern flow-based orchestration for scalable enterprise service delivery
• Developed platform scripting solutions using Client Scripts, Script Includes, Business Rules, UI Policies, and Scheduled Jobs to support workflow automation and platform customization
• Configured IntegrationHub, REST/SOAP APIs, import sets, and transform maps enabling seamless enterprise system integrations and data exchange
• Enhanced Integration Hub spokes and scripted REST APIs enabling complex cross-platform integrations, including custom table handling
• Built AI-powered dashboards using UI Builder to visualize operational insights, service performance, and knowledge-driven analytics
• Managed platform security including ACLs, roles, and user criteria ensuring secure access and governance across domain-separated environments
• Collaborated with cross-functional teams to translate business requirements into scalable ServiceNow solutions across ITSM and customer service workflows

### ServiceNow Developer @ Associated Students of CSU, Chico
Jan 2023 – Jan 2025 | Chico, CA
• Developed and maintained internal ServiceNow applications to automate IT workflows for the university IT department.
• Designed Service Catalog items and forms used by students and faculty, reducing service request response times by 30%.
• Integrated ServiceNow with campus systems using REST APIs, enabling seamless data exchange
• Conducted regular compliance reviews to ensure ITSM module configurations met university policies.

### Associate Systems Engineer – ServiceNow @ Hexaware Technologies
Jan 2021 – Jan 2023 | Pune District
• Customized ITSM modules (Incident, Change, Request) and built an intuitive Service Portal to streamline employee interactions.
• Implemented Flow Designer, Script Includes, and UI Policies to enhance automation and reduce ticket handling time adhering to ITIL
standards and improving efficiency.
• Led ServiceNow integrations with third-party systems using REST APIs, JSON, and XML, ensuring smooth data exchange.
• Built Power BI dashboards for SLA tracking, enabling real-time performance insights for leadership.
• Configured Service Catalog items and automated request management workflows, increasing efficiency by 20%.
• Performed unit testing and smoke testing on custom applications, ensuring functionality and stability before deployment.
• Deployed Automated Test Framework (ATF) for critical workflows, reducing regression testing time by 60%.
• Authored Knowledge Articles, reducing ticket volume by empowering end-users with self-service.
• Installed and configured ServiceNow plugins to enhance platform capabilities and optimize performance.
• Managed change deployments in ServiceNow, following best practices to ensure smooth transitions and minimal disruptions.

### Associate Engineer – ServiceNow @ Techsource services
Jan 2020 – Jan 2021 | Mumbai
• Administered ServiceNow, managing users, roles, ACLs, and groups to ensure secure access control.
• Handled incident management, RITMs, and service tickets, ensuring SLA compliance and providing timely resolutions.
• Performed Daily BAU (Business as Usual) activities, including system monitoring, troubleshooting, and assisting with
system configuration issues.


## Education
### Masters in Computer Science
California State University, Chico


## Contact & Social
- LinkedIn: https://linkedin.com/in/sai-aravind-reddy-27252b359
- Portfolio: https://skatteragandla.github.io/portfolio/

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Source: https://flows.cv/saiaravindreddy
JSON Resume: https://flows.cv/saiaravindreddy/resume.json
Last updated: 2026-04-10