Nikhil Lane

 


Principal ServiceNow Implementation Specialist

(916) 555-4187
nikhil.lane@example.com
linkedin.com/example/nikhillane
Sacramento, CA 95814

STRENGTHS

       
Platform Leadership

Led architecture reviews across ITSM, ITOM, and CMDB work. Teams gained clearer decisions and smoother handoffs.

Integration Delivery

When systems needed a reliable connection, built REST and SOAP paths through IntegrationHub and MID Server.

Quality Discipline

Regression cycles became easier to trust after release risks, defects, and rollback choices received clear documentation.

Data Governance

CMDB reviews focused on ownership and relationships. Support teams gained more dependable records for daily decisions.

Technical Mentoring

Developers often sought practical guidance on scripts, workflows, and standards, especially during difficult production fixes.

SKILLS

       
  • ServiceNow
  • ITSM
  • ITOM
  • CMDB
  • Asset Management
  • Knowledge Management
  • UI Builder
  • IntegrationHub
  • MID Server
  • REST APIs
  • SOAP APIs
  • JavaScript
  • Orchestration
  • Release Management
  • Regression Testing

LANGUAGES

       
English
Native
40
Hindi
Proficient
30

MY CAREER

    
10.8Years
  • Principal ServiceNow Architect at Capitol Digital Services (3.5 Years)
  • Senior ServiceNow Developer and Technical Lead at Granite Peak Systems (3.1 Years)
  • ServiceNow Developer at Pacific Crest Technology Group (2.4 Years)
  • Information Systems Analyst at Sierra Enterprise Solutions (1.8 Years)

SUMMARY

Principal ServiceNow implementation specialist with 11 years of information systems experience across enterprise architecture, application development, ITSM, ITOM, CMDB, asset management, knowledge management, and business process automation. Leads ServiceNow modernization from requirements analysis through architecture, configuration, integration, testing, deployment, upgrades, performance tuning, monitoring, documentation, training, and production assessment. Hands on delivery includes Service Operations Workspace, UI Builder, Employee Service Center, IntegrationHub, MID Server, REST and SOAP integrations, Orchestration, JavaScript, scripted APIs, SSO SAML, and governed data models. ServiceNow CSA, CIS, and ITIL Foundation certified, with more than 10 application development life cycles on Madrid and newer releases. Recent work includes Now Assist, AI Agents, agentic automation, and governed Model Context Protocol integration patterns.

EXPERIENCE

Principal ServiceNow Architect

Capitol Digital Services
 March 2023 - Present
 Sacramento, California

Leads enterprise ServiceNow architecture and modernization across ITSM, ITOM, CMDB, asset management, knowledge, workspace design, integrations, automation, governance, and production operations. Guides developers, analysts, and stakeholders through platform decisions, quality controls, release planning, training, and controlled handoffs.

  • Led ServiceNow modernization across ITSM and ITOM platforms, improving enterprise service delivery consistency.
  • Designed Service Operations Workspace with UI Builder components, supporting clearer technician workflows and executive visibility.
  • Integrated REST and SOAP services through IntegrationHub and MID Server, connecting distributed enterprise systems.
  • Strengthened CMDB discovery and asset reconciliation, improving ownership rules, relationship accuracy, and data quality.
  • Directed QA and regression testing for upgrades, reducing release risk through documented readiness decisions.
  • Applied ITIL controls across Incident, Problem, Change, Configuration, and Knowledge Management workflows.
  • Guided developers and stakeholders through design reviews, documentation, training, and production handoffs.

Senior ServiceNow Developer and Technical Lead

Granite Peak Systems
 January 2020 - February 2023
 Roseville, California

Owned technical design and delivery for multi tier ServiceNow ITSM and ITOM solutions serving distributed enterprise teams. Led custom development, workflow automation, integration delivery, upgrade planning, regression cycles, troubleshooting, standards, and mentoring across production environments.

  • Owned multi tier ITSM and ITOM designs, aligning platform decisions with distributed team operations.
  • Delivered custom workflows with Business Rules and Client Scripts, simplifying approvals and service routing.
  • Built IntegrationHub and Orchestration automations through MID Server, REST, SOAP, XML, and HTTP.
  • Applied ACLs, Script Includes, UI Actions, and Scheduled Jobs, strengthening maintainability and access governance.
  • Led upgrade regression cycles, documenting defects and rollback options before release decisions.
  • Extended platform schemas within Service Oriented Architecture patterns, preserving integration clarity and supportability.
  • Mentored developers and administrators through ITIL aligned design reviews and production troubleshooting.

ServiceNow Developer

Pacific Crest Technology Group
 July 2017 - December 2019
 Folsom, California

Delivered complete ServiceNow application life cycles from requirements and feasibility analysis through configuration, integration, testing, deployment, documentation, training, and production support. Built ITSM, CMDB, asset, knowledge, and Project Portfolio Suite capabilities for enterprise users.

  • Completed ServiceNow application life cycles from requirements analysis through implementation and production support.
  • Configured Incident, Problem, Change, Knowledge, Configuration, and PPS workflows with approvals and notifications.
  • Developed reusable client side and server side JavaScript, improving platform consistency across enterprise functions.
  • Created REST and SOAP integrations with XML, HTML, AJAX, CSS, WSDL, and MID Server.
  • Supported CMDB discovery and asset normalization, resolving relationship mapping and reconciliation exceptions.
  • Prepared technical documentation and training materials, helping administrators manage new platform capabilities.
  • Resolved production defects through root cause analysis, record history review, and integration evidence.

Information Systems Analyst

Sierra Enterprise Solutions
 September 2015 - June 2017
 Davis, California

Analyzed service management requirements, process gaps, data dependencies, integration evidence, and feasible solution approaches under technical guidance. Supported ServiceNow configuration, ITIL mapping, acceptance testing, documentation, release handoffs, and production issue investigation.

  • Analyzed service management requirements and process gaps, clarifying feasible ServiceNow solution approaches.
  • Configured forms, catalog items, workflows, reports, notifications, and access controls under technical guidance.
  • Mapped ITIL Incident, Problem, Change, and Knowledge requirements into acceptance tests.
  • Executed functional, integration, and regression testing, verifying fixes before production promotion.
  • Maintained integration documentation and release procedures, improving handoff clarity for support teams.
  • Investigated production issues through logs, record history, access rules, and integration evidence.

PROJECTS

Service Operations Workspace Modernization
 2024

Created workspace pages and components with UI Builder, Employee Service Center, Now Assist, and governed AI Agents. Connected service workflows with IntegrationHub and MID Server patterns for clearer operations and controlled automation.

CMDB and Asset Data Quality Program
 2022

Improved discovery, data modeling, reconciliation, relationship validation, and ownership governance across enterprise configuration and asset records. Established review practices that gave support teams more dependable service context.

ServiceNow Application Life Cycle Framework
 2019

Standardized requirements, configuration, development, testing, deployment, documentation, training, and post implementation assessment across Madrid and newer ServiceNow releases.

LEADERSHIP & AWARDS

  • Recognized by technical leadership for guiding enterprise ServiceNow modernization and production readiness decisions.
  • Selected to mentor developers and administrators on ITIL aligned architecture, troubleshooting, and platform standards.
  • Earned stakeholder recognition for clear release documentation, training sessions, and controlled production handoffs.

EDUCATION

Master of Science in Management Information Systems
California State University, Sacramento   GPA: 4.0
 2020
 Sacramento, California
Coursework: Enterprise architecture, systems analysis, database management, IT project management
Bachelor of Science in Management Information Systems
California State University, Sacramento   GPA: 4.0
 2015
 Sacramento, California
Coursework: Business process design, information systems, software development, project management

CERTIFICATIONS

  • ServiceNow Certified System Administrator 2018
  • ITIL Foundation Certification 2019
  • ServiceNow Certified Implementation Specialist 2020

TECHNICAL SKILLS

  • ServiceNow Platforms: ServiceNow, Service Operations Workspace, Employee Service Center
  • ServiceNow Development: Business Rules, Client Scripts, Script Includes
  • ServiceNow UI: UI Builder, UI Actions, HTML
  • ServiceNow Integration: IntegrationHub, MID Server, Orchestration
  • Web Services: REST, SOAP, HTTP
  • Programming: JavaScript, AJAX, CSS
  • Identity and Access: LDAP, SAML, SSO
  • CMDB and Assets: Discovery, data modeling, asset reconciliation
  • IT Service Management: ITIL, Incident, Problem, Change
  • Platform Operations: Upgrades, performance tuning, monitoring
  • Testing and Quality: QA, regression testing, acceptance testing
  • Governance and Delivery: Release management, technical standards, documentation
  • Integration Standards: XML, WSDL, JAXWS
  • Automation and AI: Now Assist, AI Agents, agentic automation
  • Emerging Protocols: Model Context Protocol, governed AI integrations, scripted APIs

SKILLS

       
  • ServiceNow
  • ITSM
  • ITOM
  • CMDB
  • Asset Management
  • Knowledge Management
  • UI Builder
  • IntegrationHub
  • MID Server
  • REST APIs
  • SOAP APIs
  • JavaScript
  • Orchestration
  • Release Management
  • Regression Testing

PROFESSIONAL AFFILIATIONS

  • ServiceNow community participant, sharing practical platform architecture, integration, and governance perspectives.
  • ITIL practitioner community member, connecting service management controls with useful platform outcomes.

LANGUAGES

       
  • English (Native)
  • Hindi (Proficient)

ADDITIONAL INFORMATION

Work Status
: Authorized to work in United States. No sponsorship required.

ADDITIONAL INFORMATION

Work Status
: Authorized to work in United States. No sponsorship required.

REFERENCES

AVAILABLE ON REQUEST