Guddati Srikanth Reddy
Hyderabad
Summary
Experienced ServiceNow ITSM specialist skilled in incident, problem, change, and service request management, with successful customization and integration. Proficient in ServiceNow Flow Designer, enhancing service delivery through flow development and automation scripts. Expertise in REST and SOAP integrations ensures efficient data exchange with external systems. Knowledgeable in ITIL framework, applying best practices while collaborating with stakeholders to drive solution adoption.
Overview
10
10
years of professional experience
1
1
Certification
Work History
ServiceNow Implementation Specialist
Accenture
01.2025 - Current
- Having 8+ years of total IT and 5 years of experience in Servicenow analysis, design, development, testing and implementation of ServiceNow.
- Directed ServiceNow ITSM Implementation project, ensuring successful delivery.
- Led project JABIL, focusing on ServiceNow implementation.
- Designed and implemented Service Catalog items and record producers with complex approval flows and external integrations.
- Delivered platform enhancements across Incident, Problem, Change, and Request modules using Business Rules, Client Scripts, UI Policies, and Script Includes while maintaining upgrade-safe design.
- Executed multiple Proof of Concepts for Employee Center Pro, Agent Workspaces, and UI Builder to validate feasibility and define architecture, facilitating informed product adoption.
- Analyzed business requirements and collaborated with stakeholders to develop innovative solutions.
Support Servicenow Developer
IVY COMPTECH Pvt Ltd
10.2020 - 09.2023
- Configured business rules, client scripts, UI policies, and access control lists for optimal service delivery.
- Developed transform maps to import data efficiently from Excel and CSV formats.
- Created notifications based on user requirements, configuring inbound email actions for incident creation.
- Implemented end-to-end service catalog solutions, including record producers and page designs.
- Resolved open incidents and enhancement requests while providing regular status updates for customer satisfaction.
- Collaborated with cross-functional teams on Entain project to ensure cohesive development efforts.
- Supported ServiceNow ITSM project through implementation assistance and troubleshooting activities.
- Created scheduled reports and monitored performance metrics within ServiceNow.
CRM Lifecycle and Retention specialist (Salesforce & Optimove)
IVY COMPTECH Pvt Ltd
Hyderabad
04.2019 - 09.2020
- Developed retention strategies that increased customer loyalty and engagement.
- Collaborated with marketing teams to create targeted outreach campaigns.
- Managed customer accounts with a focus on timely responses to inquiries and concerns.
- Analyzed customer feedback to pinpoint specific service improvement opportunities.
- Provided training and support to new team members on retention protocols.
Senior Campaign Manager (Salesforce)
Zeta Global India Pvt Ltd
08.2016 - 03.2019
- Collaborated with stakeholders to strategize email campaigns, enhancing effectiveness through seasonal themes, events, and competitor insights.
- Provided detailed briefs to design agencies, ensuring customer emails met business goals and adhered to brand standards.
- Implemented enhancements based on feedback and analytical insights gathered from various CRM campaigns.
- Fostered collaboration with diverse stakeholders across geographically dispersed locations to enhance teamwork.
Education
Bachelor of Technology - Electrical and Electronics
Sri Indu Institute of Technology
Hyderabad05-2011
Skills
- ServiceNow design and management
- Incident and request management
- Change management strategies
- Service mapping techniques
- Flow design expertise
- JavaScript programming
- Data integration solutions
- Workflow optimization
- Health log analytics
Entrepreneurial Experience
- Founded and managed a restaurant in Hyderabad from 2012 to 2014, successfully operating and growing the business. Due to financial challenges during the Telangana state bifurcation, the business was eventually closed, after which I transitioned into a professional role.
Certification
- Micro Certified in ServiceNow (Incidents & Dashboard), 01/01/23
- Certified System Administrator (CSA), 12/01/25
Timeline
ServiceNow Implementation Specialist
Accenture
01.2025 - Current
Support Servicenow Developer
IVY COMPTECH Pvt Ltd
10.2020 - 09.2023
CRM Lifecycle and Retention specialist (Salesforce & Optimove)
IVY COMPTECH Pvt Ltd
04.2019 - 09.2020
Senior Campaign Manager (Salesforce)
Zeta Global India Pvt Ltd
08.2016 - 03.2019
Bachelor of Technology - Electrical and Electronics
Sri Indu Institute of Technology