Bhavana Challa
Hyderabad
Summary
ServiceNow developer with extensive experience in ITSM and HRSD solutions. Proven expertise in platform architecture and automation, achieving a 30% increase in service delivery efficiency. Proficient in stakeholder management and team mentoring, optimizing workflows for superior performance.
Overview
1
1
Certification
2027
2027
years of professional experience
Work History
Servicenow Lead
Hadron GBS
02.2024 - Current
- Led end-to-end architecture and design of ServiceNow ITSM solutions for a transformation Project.
- Designed and implemented automation solutions using Flow Designer, Decision Tables, and workflows.
- Collaborated with business stakeholders to translate requirements into technical architecture, optimising solutions for enhanced alignment with business needs.
- Managed platform operations, troubleshooting issues, conducting RCA, and implementing preventive fixes, enhancing platform reliability and user experience.
- Ensured platform stability and optimized performance by enhancing scripts and aligning with best practices.
- Analyzed recurring issues and implemented permanent fixes, improving system stability and minimising rework.
- Managed effort estimation, workload planning, and capacity analysis to support ongoing initiatives and upcoming enhancements.
- Communicated regular status updates to stakeholders, outlining risks, reporting progress, and recommending improvement opportunities.
Servicenow Lead
Hadron GBS
- Hands-on expertise with Client-side scripting and Server-side scripting to deliver customised solutions.
- Skilled in Flow Designer for automation and workflow optimisation.
- Resolved Virtual Agent defects, improving conversational AI performance and user interaction quality.
- Delivered sprint-based enhancements and defect fixes, contributing to continuous improvement and reliability of the system.
- Provided BAU support for diverse custom financial applications, including P2P, I2C, MDM, and DSP, ensuring operational stability and user satisfaction.
Servicenow Consultant
Hadron GBS
- Implemented and supported ServiceNow HR Service Delivery (HRSD) solutions, including HR Case and Knowledge Management.
- Configured HR Service Delivery modules, HR Services, HR Criteria, and COE structures to meet specific business requirements.
- Collaborated with HR stakeholders to gather requirements and translate business processes into scalable HRSD solutions that enhance user experience.
- Provided client consultation, documentation, demonstrations, and training to improve HRSD adoption and usability.
- Configured Employee Center content, HR topics, taxonomy, knowledge articles, and employee self-service capabilities.
- Created and maintained HR services, service activities, fulfilment steps, templates, and employee-facing forms.
- Developed HR catalogue items, record producers, variable sets, and approval flows for employee requests.
- Provided production support, troubleshooting, defect resolution, and ongoing maintenance for HRSD applications to ensure system reliability.
- Supported upgrades, enhancements, data validation, and deployment activities across development, test, and production environments.
Servicenow Developer
InterContinental Exchange
10.2021 - 01.2024
- Led implementation of advanced work assignment, overseeing requirement gathering through to successful deployment.
- Configured and optimized workflows to align with business requirements, enhancing service delivery.
- Managed enhancements across incident, change, and problem SLA modules, resulting in increased operational efficiency.
- Established service level agreements (SLAs) and operational level agreements (OLAs) that adhered to company standards.
- Gathered and analyzed requirements for workspace service delivery, enabling successful implementation.
- Contributed to sprint deliverables and provided production support to ensure project milestones were met.
- Acted as primary liaison for the ServiceNow India team, facilitating communication and collaboration.
Servicenow Lead
Colruyt India
11.2017 - 10.2021
- Developed and configured business rules, client scripts, UI policies, and workflows to streamline operations.
- Designed and implemented end-to-end service catalog solutions, enhancing user experience by providing streamlined access to services.
- Resolved production defects by identifying root causes and implementing fixes. related to ITSM Module.
- Supported incident resolution and addressed production issues, ensuring system stability and minimising downtime for users.
- Documented request fulfillment processes to aid knowledge transfer, enabling new team members to integrate more effectively.
- Conducted training sessions on the Request Fulfillment Process to enhance team proficiency.
Education
Bachelor of Technology -
GITAM University
Skills
- ServiceNow development
- ITSM
- HRSD
- Platform architecture
- Instance Upgrades
- Instance Migration
- Incident management
- Root cause identification
- Defect resolution
- ServiceNow administration
- Technical documentation
- Stakeholder management
- User training
Certification
- Certified System Administrator (CSA)
- Certified Application Developer (CAD)
- Certified Implementation Specialist - ITSM (CIS-ITSM)
- Certified Implementation Specialist - Discovery & Fundamentals (CIS-DF)
Timeline
Servicenow Lead
Hadron GBS
02.2024 - Current
Servicenow Developer
InterContinental Exchange
10.2021 - 01.2024
Servicenow Lead
Colruyt India
11.2017 - 10.2021
Servicenow Lead
Hadron GBS
Servicenow Consultant
Hadron GBS
Bachelor of Technology -
GITAM University