Available for consulting

ServiceNow
Solutions
Architect

Strategic ITSM Consultant specializing in CMDB, ITOM, and enterprise AI automation. Trusted advisor to Fortune 500 organizations across healthcare, pharma, insurance, and financial services.

17+
Years Experience
27+
Certifications
F500
Clients Served
View Experience ↓ Get in Touch
Raju Munta
🏆
ServiceNow Expert
27+ Certifications
#1
CMDB & ITSM
About
Architecting Enterprise
Service Excellence

I'm a Strategic ServiceNow Solutions Architect with 17+ years of experience designing scalable, sustainable Enterprise Service Management capabilities spanning the full breadth of the ServiceNow platform.

Recognized for leading the design of a generative-AI incident triage agent that reduced ticket handling time, and for establishing a global SACM governance roadmap that improved CMDB accuracy across Fortune 500 organizations.

My work spans healthcare, pharma, insurance, and financial services — delivering platform modernization, divestitures, and Enterprise Service Management transformation programs aligned with ITIL v4 and CSDM 4.0 standards.

Specialized In

ITSM ITOM CMDB CSDM 4.0 ITAM (HAM/SAM Pro) CSM Now Assist / GenAI ARB Governance SOX / FDA / GxP / GDPR LLM Integration
📍
Location
Lindenhurst, IL 60046, USA
✉️
Email
[email protected]
🎓
Education
B.Tech, Electronics & Instrumentation
JNTU Hyderabad, 2001–2005
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Professional Profiles
LinkedIn ↗  ·  ServiceNow Credentials ↗
Certifications
27+ Industry Credentials
Industry Certified Badges
Certified System Administrator
Certified System Administrator
Certified Application Developer
Certified Application Developer
CIS – Data Foundations (CMDB & CSDM)
CIS – Data Foundations (CMDB & CSDM)
CIS – ITSM
CIS – ITSM
CIS – Discovery
CIS – Discovery
CIS – Service Mapping
CIS – Service Mapping
CIS – SAM
CIS – SAM
CIS – HAM
CIS – HAM
CIS – Vulnerability Response
CIS – Vulnerability Response
CIS – Platform Analytics
CIS – Platform Analytics
CIS – CSM
CIS – CSM
CIS – HR
CIS – HR
Suite – Data Foundations CMDB & CSDM Pro
Suite – Data Foundations CMDB & CSDM Pro
Suite – ITSM Pro+
Suite – ITSM Pro+
Suite – CSM Pro+
Suite – CSM Pro+
Suite – HR Pro+
Suite – HR Pro+
Suite – Enterprise Architecture
Suite – Enterprise Architecture
Suite – Banking & Wealth Mgmt. FSO
Suite – Banking & Wealth Mgmt. FSO
Suite – Insurance FSO
Suite – Insurance FSO
Suite – Healthcare & Life Sciences Mgmt.
Suite – Healthcare & Life Sciences Mgmt.

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ServiceNow Certifications
Certified System Administrator (CSA)
ServiceNow
Certified Application Developer (CAD)
ServiceNow
CIS – IT Service Management
Implementation Specialist
CIS – Data Foundations (CMDB & CSDM)
Implementation Specialist
CIS – Discovery
Implementation Specialist
CIS – Service Mapping
Implementation Specialist
CIS – Hardware Asset Management
Implementation Specialist
CIS – Software Asset Management
Implementation Specialist
CIS – Platform Analytics
Implementation Specialist
CIS – Vulnerability Response
Implementation Specialist
CIS – Customer Service Management
Implementation Specialist
CIS – Human Resources
Implementation Specialist
Suite – Data Foundations (CMDB & CSDM) Professional
Suite Certification
Suite – Now Assist for ITSM Pro Plus
Suite Certification
Suite – Now Assist for CSM Pro Plus
Suite Certification
Suite – Now Assist for HR Service Delivery Pro Plus
Suite Certification
Suite – Healthcare & Life Sciences Management
Suite Certification
Suite – FSO Banking & Wealth Management
Suite Certification
Suite – Order Management (TMT)
Suite Certification
Suite – Telecom & Media Service Management
Suite Certification
Suite – HAM with Telecom Network Inventory
Suite Certification
Suite – FSO Insurance Professional
Suite Certification
Suite – Workflow Data Fabric
Suite Certification
Suite – Sourcing & Procurement Operations
Suite Certification
Suite – Supplier Lifecycle Operations
Suite Certification
Suite – Workplace Service Delivery
Suite Certification
Other Professional Certifications
🏅 PMP (Jun 2025) ☁️ AWS Solutions Architect 🤖 AWS AI Practitioner ☁️ AWS Cloud Practitioner 🔄 DevOps Professional 🚨 PagerDuty Incident Responder 🔐 ISC2 CC Cybersecurity (Feb 2024) 📋 ITIL® Intermediate – RCV (Sep 2013) 📋 ITIL® Intermediate – SOA (Sep 2013) 📋 ITIL® Foundation (Mar 2012) 🔄 Certified Scrum Master – CSM (2017) 📌 Certified Scrum Product Owner – CSPO (2024) 🏥 AHIP Healthcare (L100/200/300)
Core Expertise
Architecture & Technical Domains
Deep hands-on experience across the full breadth of ServiceNow enterprise capabilities and adjacent technologies.
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Enterprise ServiceNow Architecture
Vancouver / Washington / Yokohama release expertise. ITSM Process Architecture covering Incident, Problem, Change, Release, and Knowledge. Architectural Review Board governance.
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CMDB Strategy & Governance
CSDM 4.0+ alignment, IRE strategy, Data Certification, CI Class Manager, MID Server cluster optimization. Global SACM roadmaps and enterprise asset governance.
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ITOM – Discovery & Service Mapping
Full ITOM lifecycle: Discovery automation, Service Mapping (Business/Application/Technical), Event Management. Best-practice deployment patterns for global environments.
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AI & GenAI Automation
Now Assist implementations, Predictive Intelligence, AIOps-driven LLM integration (Gemini, OpenAI). Zero-Touch Triage agents, AI-driven change risk analysis, automated CMDB auditing.
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Integration Architecture
REST APIs, MID Server, Integration Hub, Flow Designer, Workflow Automation, Scripting (Glide APIs, JavaScript, Python, PowerShell). Flexera, JIRA, cloud platforms (AWS, Azure, GCP).
🛡️
Regulatory & Compliance
Audit-by-design architecture for SOX, FDA/GxP, and GDPR compliance. Data Governance Controls, RBAC policies, Unauthorized Change Detection, IPRM administration.
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Performance Analytics & Dashboards
Custom ServiceNow Performance Analytics dashboards, executive KPI reporting, Metric Explorer, ITIL v4 Process Design and Maturity Modeling, Power BI integration.
☁️
Cloud & DevOps
AWS (Solutions Architect), Azure AD/Entra, GCP. CI/CD pipeline automation, microservices management, DevOps transformation, Identity & Access Management, automated security scanning.
🏥
Industry Domains
Healthcare & Life Sciences, Pharma (FDA/GxP), Financial Services (SOX, FSO Banking/Insurance), Telecom/Media/Technology, Insurance. AHIP-certified domain expertise.
Experience
17+ Years of Enterprise
Service Management
Feb 2025 – Present
Uline
Enterprise Solution Architect – ServiceNow SACM & CMDB · Pleasant Prairie, WI
  • Oversees SACM and ESM roadmap, standardizing Enterprise Configuration/Asset Management organization-wide.
  • Led Yokohama release upgrade, eliminating legacy customizations to support long-term platform sustainability. POC for HAM and SAM Pro.
  • Weekly Architectural Review Board establishing standards and policies for ESM functions across onboarding business units.
  • Leveraged Flexera Visibility and ServiceNow Discovery to automate multi-source data integration for hardware and software records.
  • Attended ServiceNow World Forum 2025 (Chicago), diving into latest AI innovations for CMDB, HAM Pro, and SAM Pro.
Jan 2025 – Feb 2025
Proviniti
ServiceNow Architect (GenAI & Automation) · King of Prussia, PA
  • Integrated AIOps-driven bi-directional communication between ServiceNow and external LLM APIs (Gemini, OpenAI).
  • Architected Zero-Touch Triage AI Agent: auto-assigns Priority, Category, CI, and generates troubleshooting steps. ↓ 30% triage time
  • Implemented LLM-driven Change Risk Analyzer parsing historical data to provide risk scores and mitigation summaries. ↓ 15% high-risk incidents
  • Built automated CI Relationship Auditor using LLMs to scan discovery logs and suggest missing CMDB dependencies.
Mar 2024 – Jan 2025
Vanguard
Enterprise SN ITSM Lead – Change Enablement, Major Incident & Resilience · Malvern, PA
  • Architecture Review Board participation for Global Technology Operations, ensuring operational stability across development and integration teams.
  • Minimized skipped records during Washington upgrade, optimizing Incident and Change Management workflows.
  • Authored Data Governance Controls and RBAC policies for architectural consistency across global support groups.
  • Engineered custom Performance Analytics dashboards tracking real-time KPIs for Change enablement and Incident Response.
Jan 2019 – Feb 2024
LifeScan Global Corporation
ITSM & ITOM Enterprise Process Architect & Implementation Specialist · Malvern, PA
  • Spearheaded 2-year infrastructure divestiture, building ITOM practice from ground up: Discovery, Service Mapping, Event Management.
  • Orchestrated ESM transition from ITIL v3 to v4, implementing CSDM 4.0 alignment across the platform.
  • Successfully defended platform architecture during 9 global audits against strict FDA/GxP standards.
  • Architected Now Assist implementations for ITSM and CSM, leveraging GenAI for enterprise efficiency.
Apr 2014 – Aug 2017
State Farm
Enterprise ITSM & Operations Architect – Data & Analytics · Bloomington, IL
  • Led mission-critical ETL Auto Claim History Migration: 65+ environments, zero downtime in 32-hour window.
  • DevOps transformation via automated CI/CD pipeline. ↓ 60% deployment cycle times.
  • Identity & Access Management: automated RBAC provisioning for user/group management.
Feb 2013 – Apr 2014
State Farm Insurance
Enterprise CMDB & ITSM Architect · Bloomington, IL
  • Established ESM global governance standards improving CMDB health through automated CI relationship auditing.
  • Managed legacy HP Service Manager migration to ServiceNow, driving enterprise data alignment.
  • Lead Architect for 9-to-1 Data Center Consolidation using Discovery and Service Mapping.
Apr 2012 – Feb 2013
AstraZeneca Pharmaceuticals
Quality Manager & CAB Approval Authority · Wilmington, DE
  • Quality and Compliance, CAB approval authority for 250+ USA and Canada Applications & Infrastructure.
Mar 2008 – Mar 2012
Pfizer Pharmaceuticals
Enterprise ITSM Process Architect – Global IT Operations · Groton, CT
  • Pfizer-Wyeth CMDB Integration Lead: CMDB consolidation and technical integration post-merger.
  • 14-to-9 Data Center Consolidation, reducing physical footprint across optimized hubs.
  • Audit & Compliance: IPRM Administrator across 4 external and internal SoX audits.
  • Trend Analysis leveraging metric management: ↓ 46% recurring incidents.
Recognition
Awards & Achievements
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Remarkable Award – State Farm
Recognized for contributions to the Claim History Database consolidation across all USA regions to a centralized repository — a mission-critical, zero-downtime migration.
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$120K Cost Savings – Pfizer
Developed an MS-Excel tool that delivered $10,000/month in cost reductions to Pfizer Pharma, sustained over two years across global operations.
⭐
On-the-Spot Award × 2 – Infosys
Received on-the-spot recognition twice at Infosys for exceptional contributions and outstanding performance in delivery excellence.
Contact
Let's Work Together

Open to consulting engagements, advisory roles, and enterprise ServiceNow transformation programs.

[email protected] linkedin.com/in/rajumunta ServiceNow Credentials Download Resume
AWS Certified AI Practitioner
AWS Certified AI Practitioner
AWS Solutions Architect – Associate
AWS Solutions Architect – Associate
AWS Cloud Practitioner
AWS Cloud Practitioner
PMP® Professional Certification
PMP® Professional Certification