Sravan Krishna Peddiraju

ServiceNow Developer with extensive experience in IT service management and system integration, known for leading security delivery at Accenture Solutions. Specializes in ServiceNow administration, virtual agent development, and portal design, with a solid foundation in JavaScript programming and performance analytics. Proven ability to innovate and enhance technology solutions through agile methodologies and effective client engagement. Committed to developing and customizing applications to streamline business processes and improve platform functionality.

• ServiceNow Certified System Administrator
• ServiceNow Certified Application Developer
• ServiceNow Certified Implementation Specialist - ITSM
• ServiceNow Certified Implementation Specialist - Discovery
• ServiceNow Certified Implementation Specialist - TPRM

Project #1: Managed Services Provider (ITSM, CSM, Service Catalogs)

• Implemented Virtual Agent with custom topics, topic blocks, team integrations, and notifications featuring dynamic variable data on cards.
• Automated catalog items via integrations, including Excel-based task imports for bulk processing.
• Led upgrade activities, bug fixes, and P1 issue resolution across ITSM modules.
• Designed homepages, reports, portals, and new functionalities using Scheduled Jobs, Script Includes, Script Actions, Business Rules, and UI Policies.

Project #2: Leading Communications Company, USA (ITSM, ATF, Third-Party Risk)

• Developed test cases using Automated Test Framework (ATF) and implemented Third-Party Risk Management module.
• Built Performance & Analytics dashboards, homepages, reports, inbound actions, notifications, and workflows.
• Customized frame outlines and designs for ITIL processes in Incident, Problem, Change Management, and Service Catalog.
• Supported upgrades, bug fixes, P1 resolutions, and new features via Scheduled Jobs, Script Includes, Script Actions, Business Rules, and UI Policies.

Project #3: Managed Services Provider, EU (Domain Separation, Multi-Tenant Support)

• Managed domain-separated instance, delivering support to multiple customers without data breaches via custom scripts.
• Built catalogs, categories, record producers, and order guides; conducted health scans and resolved bugs to uphold upstream instance quality.
• Integrated inbound/outbound web services and Import Sets; developed Service Catalog items and fixed bugs in Incident, Problem, and Change Management.
• Created and monitored SLAs, ensuring successful execution and closure.

Project #4: Leading Corporate Firm, USA (Change Management, Performance Analytics)

• Handled functional and technical Change Management, implementing ITIL processes, workflows, KPIs, SLT dashboards, and advanced analytics for outcome forecasting.
• Collaborated with leadership and stakeholders to identify improvements in processes, workflows, and models; tracked defects to boost efficiency.
• Produced requirement, design, functional documents, consolidated metrics sheets, and decks for monthly ops reviews.
• Enforced coding standards/best practices; conducted daily/weekly client calls for requirements gathering, estimation, and effort leveling.