Summary
Overview
Work History
Education
Skills
Accomplishments
Disclaimer
Timeline
Generic

Bhavana Lanka

Visakhapatnam

Summary

Versatile ServiceNow Developer with 5+ years of experience in building and managing ServiceNow applications. Adept at analyzing user requirements and translating them into functional solutions that drive productivity. Experienced in working within Agile teams and utilizing best practices for software development. Committed to continuous learning and staying updated on ServiceNow advancements.

Overview

5
5
years of professional experience

Work History

Senior Infra Developer

Cognizant Technologies Solutions
08.2022 - Current
  • Lead the design and development of complex scoped applications on the ServiceNow platform, successfully delivering multiple applications that enhance operational efficiency and user engagement.
  • Participated in requirement gathering sessions and contributed to design discussions for new application features.
  • Strong technical expertise in configuring Flow Designer, BR's, Script Includes, UI Actions, UI Policies, Client Scripts, Record Producers.
  • Responsible for creating Custom Workspace.
  • Implemented best practices in coding and application development, resulting in a 25% reduction in bugs and technical debt.
  • Coordinated user acceptance testing (UAT) and gather feedback to iterate and enhance application features, leading to improved user satisfaction ratings.
  • Conducted training sessions(Knowledge transfer) for L2 and L3 teams and provided ongoing support to ensure successful adoption of new applications and features.
  • Documented technical specifications and user manuals to facilitate effective knowledge sharing and operational continuity.

ServiceNow Developer

Infosys
12.2021 - 08.2022
  • Worked on enhancements related to Incident/problem/change/knowledge/Requests module
  • Good programming experience with server-side and client-side Scripting (business rules, script includes, client scripts, GlideAjax, GlideRecord, Email scripts, Notifications, Inbound Actions, UI Policies, UI Actions, Data Policy, Email Templates, Dashboards and reports etc.,)
  • Responsible for the movement of enhancements to production (includes deployment to Non-prod, CR Creation, Attending CAB Calls, Postproduction Deployment Testing, Updating the client about Test Results)

Senior Support Engineer

Infosys
10.2020 - 11.2021
  • Responsible for troubleshooting Production issues in Incident/Problem/Change/knowledge/request Management modules like Access Issues, user login issues, notification failure issues, Issues in catalog forms, Workflow Issues, Service Portal issues, creation of choice values, knowledge base creations, User administration(Groups,Roles) etc
  • Responsible for managing and performing admin related activities specific to support
  • Responsible for handling and reporting the technical progress of the support applications to client
  • Resolved Tickets with 100% TTR Compliance
  • Responsible for fixing the 1-critical/2-High incident fixes and monitoring Red tickets
  • Responsible for supporting ITSM pro capabilities like Virtual Agent, Predictive Intelligence(Similarity framework) issues
  • Involved in System Upgrade and Health Scan activities

ServiceNow Developer

Infosys
03.2020 - 09.2020
  • Responsible for design and modification of Service Level Agreements for multiple stakeholders
  • Responsible for data handling during 3rd party platform data to ServiceNow (MEGA Refresh activity)

Education

Bachelor of Engineering - Electrical and Electronics Engineering

Andhra University College of Engineering(W)
06.2019

Skills

  • ServiceNow ITSM Implementation Specialist
  • Custom Application Development
  • ServiceNow - ITSM
  • ServiceNow - CSM
  • ServiceNow System Administrator
  • ITIL Foundation
  • Global Agile Developer

Accomplishments

  • Received outstanding employee review for the best performance in development and support.
  • Received many appreciations in the surveys taken by the End users.
  • Received multiple client appreciations for the dedication and support.

Disclaimer

I hereby declare that all the information provided by me in this application is factual and correct to the best of my knowledge and belief.

Timeline

Senior Infra Developer

Cognizant Technologies Solutions
08.2022 - Current

ServiceNow Developer

Infosys
12.2021 - 08.2022

Senior Support Engineer

Infosys
10.2020 - 11.2021

ServiceNow Developer

Infosys
03.2020 - 09.2020

Bachelor of Engineering - Electrical and Electronics Engineering

Andhra University College of Engineering(W)

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