Eswararao Chappa
Pune
Summary
An enthusiastic and self motivated professional with broad set of skills to elaborate the proven skills and abilities that benefit the organization.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Software Engineer
Globant India PVT LTD
Pune
05.2022 - Current
- Developed, customized, and maintained ServiceNow applications, modules, and workflows to meet client requirements.
- Designed, implemented, and maintained integrations between ServiceNow and various third-party systems, including Azure DevOps, ensuring seamless data exchange and process automation.
- Collaborated with stakeholders to gather requirements, analyze business processes, and propose innovative solutions leveraging ServiceNow platform capabilities.
- Troubleshooted integration issues, perform root cause analysis, and implement corrective actions to ensure optimal performance and reliability.
- Collaborated with cross-functional teams, including architects, developers, and business analysts, to design end-to-end integration solutions that meet client objectives and technical requirements.
- Developed integration documentation, including technical specifications, deployment guides, and test plans, to facilitate knowledge transfer and support ongoing maintenance.
- Stay abreast of emerging integration technologies and methodologies, evaluating their applicability and potential impact on project delivery and client outcomes.
- Leaded the design, development, and implementation of Business Continuity Management (BCM) applications within the ServiceNow platform, tailored to Deloitte's BCM framework and client needs.
- Configured ServiceNow GRC (Governance, Risk, and Compliance) modules, including Risk Management, Policy and Compliance, and Audit Management, to support BCM processes and regulatory requirement.
- Collaborate with BCM stakeholders to define requirements, gather data, and configure BCM workflows, forms, and dashboards within ServiceNow.
- Implemented advanced reporting and analytics capabilities within ServiceNow to monitor BCM program performance, assess risk exposure, and facilitate decision-making.
- Conducted user training and provide ongoing support to BCM practitioners and stakeholders, ensuring effective utilization of ServiceNow BCM applications and adherence to BCM best practices.
- Customized ServiceNow workflows and automation scripts to streamline BCM activities, such as business impact assessments, risk assessments, continuity planning, and crisis management.
- Continuously monitor industry trends and regulatory changes related to business continuity management, incorporating relevant updates into ServiceNow BCM applications and processes.
ServiceNow Developer
Arnest Innovative Solutions LLC
Bengaluru
08.2021 - 04.2022
- The project deals with the implementation and customization of ServiceNow
tool for Bank of Montreal. - Developed Scheduled Jobs for Sample status updation and Triggering
events. - Created email notifications using mail scripts. Developed Business rules, Client scripts, UI actions, UI policies, Script Includes.
- Designed and configured ServiceNow modules, forms, workflows, and automation scripts to support end-to-end control testing processes, including data collection, sampling, testing, reporting, and remediation tracking.
- Developed advanced reporting and analytics capabilities within ServiceNow to provide real-time insights into control testing activities, compliance status, and risk exposure related to AML and KYC requirements.
- Customized ServiceNow dashboards and executive reports to provide stakeholders with visibility into key performance indicators (KPIs), trends, and compliance metrics related to AML and KYC control testing.
ServiceNow Developer
Cognizant
Hyderabad
05.2018 - 07.2021
- Collaborated with stakeholders across various business groups to gather requirements and analyze them within the ITIL framework and best practices, ensuring alignment with Wells Fargo's business objectives and regulatory requirements.
- Developed custom tables, forms, and workflows within ServiceNow to automate ticket creation and categorization based on incoming user emails, leveraging scripting languages such as JavaScript to enhance system functionality and efficiency.
- Designed and implement custom applications with specialized modules tailored to Wells Fargo's business terminology, processes, and requirements, ensuring seamless integration with existing ITSM workflows and systems.
- Defined user roles, groups, and access permissions within ServiceNow, implementing robust security controls and role-based access controls (RBAC) to protect sensitive data and ensure compliance with regulatory standards.
- Utilized ServiceNow features such as Business Rules, Client Scripts, UI Policies, UI Actions, and Workflows to enforce business logic, automate routine tasks, and improve user experience across the platform.
- Configured catalog items, record producers, and workflows within the ServiceNow Service Catalog, incorporating appropriate variables and variable sets to streamline service request fulfillment and improve service delivery times.
- Developed and maintain documentation, including technical specifications, design documents, and user guides, to support ongoing maintenance, training, and knowledge transfer within the Wells Fargo IT team.
- Provided technical leadership and guidance to junior developers and project teams, fostering collaboration and knowledge sharing to drive continuous improvement and innovation in ServiceNow solutions.
Senior Process Executive
Cognizant
Hyderabad
08.2014 - 04.2018
- Processed chargebacks for credit card disputes initiated by cardholders through various channels including email, fax, online, and phone dispute requests, ensuring compliance with Visa and MasterCard regulations and guidelines.
- Followed the Standard Operating Procedures (SOPs) of the chargeback process to efficiently and accurately resolve claims raised by customers, adhering to strict timelines and regulatory requirements.
- Monitor edtransactions for suspicious activity or fraudulent charges affecting cardholders' accounts, promptly escalating any identified anomalies to the appropriate line of business or fraud investigation team.
- Collaborated with clients and internal stakeholders to gather and document relevant information that may be used in resolving outstanding disputes, including transaction records, receipts, and communication history.
- Ensured that all chargeback activities are conducted in accordance with statutory requirements, internal policies, and industry regulations, maintaining accurate records and documentation for audit and compliance purposes.
- Provided timely updates and responses to cardholders, merchants, and other involved parties regarding the status of chargeback investigations and resolutions, maintaining a high level of customer service and satisfaction.
- Worked closely with cross-functional teams, including fraud prevention, customer service, and legal departments, to investigate and resolve complex chargeback cases and mitigate financial losses for the bank.
- Stay informed about changes in Visa and MasterCard regulations, industry best practices, and emerging trends in chargeback management, proactively recommending process improvements and updates to enhance operational efficiency and effectiveness.
Education
MBA - Finance And Marketing
Swarnandhra College of Engineering And Technology
Narsapur12-2013
Bachelor of Science - Computational Science
D.N.R College
Bhimavaram10-2011
Skills
- Incident Management
- Report Generation
- RESTful APIs
- Reporting capabilities
- Agile project management
- System Administration
Certification
- CSA
- CAD
Languages
Telugu
First Language
Hindi
Advanced (C1)
C1
English
Advanced (C1)
C1
Accomplishments
- Rising Star Award, ServiceNow: Recognized for outstanding contributions and innovative use of the ServiceNow platform, demonstrating exceptional dedication and initiative in driving process improvements and delivering impactful solutions.
Timeline
Senior Software Engineer
Globant India PVT LTD
05.2022 - Current
ServiceNow Developer
Arnest Innovative Solutions LLC
08.2021 - 04.2022
ServiceNow Developer
Cognizant
05.2018 - 07.2021
Senior Process Executive
Cognizant
08.2014 - 04.2018
MBA - Finance And Marketing
Swarnandhra College of Engineering And Technology
Bachelor of Science - Computational Science
D.N.R College
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