Project Overview

Led the development of an enterprise-grade upgrade automation system that transformed manual customer environment upgrades into a streamlined, compliant process. The solution leveraged Jenkins pipelines, ServiceNow automation, and AWS services to create a fully automated upgrade workflow with comprehensive compliance reporting.

Technical Implementation

CI/CD Pipeline Automation

• Developed Jenkins pipelines for automated environment upgrades
• Created Docker containers for consistent upgrade environments
• Implemented Kubernetes-based deployment validation
• Built AWS Lambda functions for cross-account orchestration

ServiceNow Integration & Automation

• Customized ServiceNow Change Management module for upgrade workflows
• Implemented ServiceNow MID Server for secure on-premise communication
• Created custom ServiceNow workflows for approval automation
• Developed REST API integrations between Jenkins and ServiceNow

AWS Infrastructure Automation

• Designed CloudFormation templates for environment provisioning
• Implemented AWS Lambda functions for cross-region coordination
• Created AWS EventBridge rules for automated scheduling
• Built custom AWS IAM roles for secure cross-account access

Monitoring & Compliance

• Integrated ServiceNow CMDB for asset tracking and compliance
• Developed automated compliance evidence collection using AWS Lambda
• Created real-time monitoring dashboards in ServiceNow
• Implemented automated incident creation and tracking

Challenges & Solutions

Challenge 1: Complex Multi-Account AWS Architecture

Managing upgrades across multiple AWS accounts and regions. Solution: Implemented AWS Organizations and cross-account IAM roles with Lambda orchestration for secure, automated deployments.

Challenge 2: ServiceNow-Jenkins Integration

Needed secure, bidirectional communication between ServiceNow and Jenkins. Solution: Developed custom ServiceNow MID Server integration with Jenkins API, enabling automated workflow triggers and status updates.

Challenge 3: Compliance Automation

Required automated evidence collection across multiple systems. Solution: Created Lambda functions to aggregate logs from AWS CloudTrail, Jenkins, and ServiceNow into a centralized compliance repository.

Results & Impact

The automation system delivered transformative improvements across key metrics:

• Reduced SaaS delivery time from 2 weeks to 14 hours (96% reduction)
• Decreased change management overhead by 90% through automated ServiceNow notifications
• Systematically validated 100% of required compliance controls for ISO 27001 certification
• Automated 95% of SOC 2 evidence collection through AWS Lambda functions
• Improved upgrade success rate to 99.9% with automated validation
• Reduced manual change coordination effort by 85%
• Achieved zero non-conformities in ISO 27001 audit through systematic controls

Business Value Delivered

• Cost Savings: Reduced operational costs by $1.2M annually through automation
• Risk Reduction: Eliminated 100% of manual compliance validation errors
• Efficiency Gains: Saved 1,200+ person-hours annually in change management
• Customer Satisfaction: Improved CSAT scores by 40% through proactive communications

Key Features

Jenkins Pipeline Automation

• Multi-stage upgrade pipelines
• Docker-based upgrade environments
• Kubernetes deployment validation
• Automated rollback capabilities

ServiceNow Integration

• Custom change management workflows
• Automated approval routing
• Real-time status updates
• Compliance evidence collection

AWS Infrastructure

• Cross-account deployment automation
• Lambda-based orchestration
• CloudFormation environment management
• Automated security controls

Lessons Learned

1. ServiceNow MID Server configuration is crucial for secure integration
2. Docker containers ensure consistent upgrade environments
3. AWS Lambda simplifies cross-account automation
4. Kubernetes provides robust deployment validation