Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Accomplishments
Timeline
Generic
Nanduri Krishna

Nanduri Krishna

ServiceNow Developer
Vijayawada

Summary

Innovative ServiceNow Developer specializing in IT Service Management (ITSM), Workplace Service Delivery, and Virtual Agent solutions. Expertise includes designing and implementing intelligent, automated workflows to enhance service efficiency and user experience. Proven ability to leverage the latest technologies, including Now Assist, to drive innovation and optimize operational processes. Committed to delivering high-quality solutions that meet organizational needs and exceed user expectations.

Overview

3
3
years of professional experience
4
4
Certifications
3
3
Languages

Work History

Consultant

Deloitte
08.2024 - Current
  • Implemented and configured Now Assist for Virtual Agent, designing conversational flows, intents, topics, and channels to streamline employee self-service and reduce ticket volume
  • Integrated AI Search with ServiceNow Knowledge Management, optimizing search relevancy, synonyms, and facets to improve article findability and resolution time
  • Managed and enhanced Knowledge Management module, creating templates, workflows, and publishing processes to ensure consistent and high-quality content across departments.
  • Developed multiple custom Now Assist Skills to extend Virtual Agent capabilities

Infra transformation analyst

Accenture
07.2023 - 08.2024
  • Implemented and configured ServiceNow Workplace Service Delivery (WSD) module, including Space & Capacity Management, Reservations, Indoor Mapping, and Move Management to enhance employee workplace experience.
  • Designed and deployed workflows to streamline space booking, move requests, and workplace resource allocation, improving efficiency and transparency for facility teams.
  • Leveraged WSD capabilities to automate and optimize workplace processes, delivering actionable insights to the business for space utilization and employee experience improvements.
  • Partnered with business stakeholders to identify gaps and propose automation ideas, resulting in a more seamless and intuitive workplace service experience for employees.

ServiceNow ITSM/Request Management Developer

Wipro
05.2022 - 06.2023
  • Implemented and supported ServiceNow ITSM framework, including Incident, Problem, Change, and Request Management modules.
  • Defined and configured SLAs, event notifications, metrics, reports, and dashboards to monitor service delivery performance.
  • Developed and maintained client scripts, UI policies, UI actions, and business rules to automate and enforce business logic.
  • Designed and built workflows and catalog items (new and modified existing) for Request Management, improving turnaround times and user experience.
  • Facilitated consultations with requestors and stakeholders to gather requirements and translate them into functional ServiceNow solutions.
  • Implemented basic integrations for ITSM and Request Management, enabling seamless data exchange between ServiceNow and external systems.
  • Created an automation process for modifying Knowledge Articles via request form and developed a Performance Analytics (PA) dashboard to provide real-time insights for customers.

Education

Bachelor Of Technology - Electronics and Communication Engineering

Vignan's Foundation for science, Technology & Research (VFSTR) university
05.2021

Skills

Virtual Agent & Now Assist

Certification

Certified System Administrator.

Affiliations

  • Deloitte (08/2024 - Present) Consultant
  • Accenture (07/2023 - 08/2024) Infra Transformation Analyst
  • Wipro (09/2021 - 06/2023) System Engineer

Accomplishments

Developed a custom Now Assist Skill to automatically populate or update the Interaction Short Description from the Interaction Transcript at closure, improving data accuracy and reducing manual effort for agents.


Proposed and implemented multiple automations including auto-creation of catalog items, automatic updating of Knowledge Articles and taxonomies, and CMDB record maintenance, optimizing ITSM and Request Management processes.


Designed and implemented ServiceNow Workplace Service Delivery workflows (Space & Capacity, Reservations, Indoor Mapping, Move Management), streamlining employee workplace processes and resource allocation.

Timeline

Consultant

Deloitte
08.2024 - Current

Infra transformation analyst

Accenture
07.2023 - 08.2024

ServiceNow ITSM/Request Management Developer

Wipro
05.2022 - 06.2023

Bachelor Of Technology - Electronics and Communication Engineering

Vignan's Foundation for science, Technology & Research (VFSTR) university

Similar Profiles

CREATE PROFILE
Nanduri KrishnaServiceNow Developer