Balaji Thalari

Implemented and configured core ITSM modules, including Incident, Problem, Change, Request and Knowledge. Designed and automated catalog items and workflows to enhance service requests and approvals.

• Developed Business Rules, Script Includes, Client Scripts, and UI Actions to enforce business logic.
• Automated license management based on user inactivity and managerial hierarchy using scheduled jobs.
• Configured SLA definitions and escalation rules to align with business requirements.
• Executed end-to-end testing in DEV/TEST environments and managed update set migrations to PROD.
• Customized ServiceNow Service Portal pages and widgets to improve user experience.
• Troubleshot issues related to client-side and server-side scripting for portal configurations.

• Configured ServiceNow platform and core ITSM processes for optimal functionality.
• Customized Incident, Problem, Change, Request, and Knowledge Management modules.
• Developed catalog items, variable sets, and approval flows utilizing Flow Designer.
• Implemented client scripts, UI policies, and business rules to enhance form behavior.
• Assisted in configuring Service Portal with catalog forms and role-based visibility.
• Managed user, group, and role access control alongside basic ACL concepts.
• Executed testing and validation of configurations within non-production environments.
• Acquired knowledge in update set management and deployment across DEV, TEST, and PROD environments.