Eswar Sai Suhas Reddy Kurakula
Hyderabad
Summary
ServiceNow ITSM professional with 3-4 years of experience delivering successful ServiceNow projects aligned with ITIL best practices. Adept at configuring, customizing, and maintaining ServiceNow platforms to optimize IT service delivery. Strong problem-solving and communication skills, with a proven track record of improving operational efficiency and user satisfaction.
Overview
4
4
years of professional experience
Work History
ServiceNow Developer
Infosys
Hyderabad
10.2022 - Current
- Configured and customized ServiceNow ITSM modules to meet business requirements, resulting in a 20% reduction in incident resolution time.
- Developed and implemented automated workflows and notifications, improving service request fulfillment efficiency by 15%, and Increased Service Catalog usage by 30%.
- Managed and maintained the CMDB, ensuring data accuracy and integrity, which improved change management effectiveness.
- Created and maintained knowledge base articles, reducing repeat incidents by 25%.
- Provided technical support and troubleshooting for ServiceNow users, resolving complex issues efficiently.
- Participated in ServiceNow upgrades and testing, ensuring minimal disruption to services.
- Developed and delivered training to end users on ServiceNow best practices.
- Created and customized reports and dashboards to track key performance indicators (KPIs), and provide insights into service performance.
ServiceNow Administrator
Tata Consultancy Services
Hyderabad
06.2021 - 10.2022
- Assisted in the implementation of ServiceNow ITSM modules.
- Resolved user incidents and service requests within defined SLAs.
- Provided day-to-day support for ServiceNow users.
- Implemented automated approvals and workflows to reduce service delivery times.
- Contributed to the development of process documentation and user guides.
Education
Bachelor of Technology - Computer Science
GITAM School of Technology
Hyderabad06-2021
Skills
- Service catalog management
- Incident management
- Report generation
- Client scripts
- Service portal design
- JavaScript programming
- ITIL processes
- HTML5 development
- CMDB management
- Release management
- SLA configuration
- ServiceNow development
- Data policies
- Dashboard creation
- SOAP web services
- Workflow configuration
- Business rules
- Problem management
Languages
Telugu
First Language
English
Upper Intermediate (B2)
B2
Hindi
Elementary (A2)
A2
Accomplishments
- Star of the Month (3 Awards) - TCS
- Rise Award (4 Awards) - Infosys
Timeline
ServiceNow Developer
Infosys
10.2022 - Current
ServiceNow Administrator
Tata Consultancy Services
06.2021 - 10.2022
Bachelor of Technology - Computer Science
GITAM School of Technology
Similar Profiles
Ved ShuklaVed Shukla
Senior System Engineer at InfosysSenior System Engineer at Infosys
ASMITA KULKARNIASMITA KULKARNI
Consultant at InfosysConsultant at Infosys
Akshat YadavAkshat Yadav
Technology Lead-US at InfosysTechnology Lead-US at Infosys