R. SAI AKHILESH
Summary
8 years of IT experience with around 4 years of hands-on experience in ServiceNow development, administration with and rest 4 years as an Appian Developer and SAP BASIS. Strong expertise in modules like ITSM ,HRSD,OMT,CMDB including Incident, Problem, Change, and Service CatLog Experience in developing Business Rules, Client Scripts, UI Policies, UI Actions ,Custom Actions on application and Script Includes Proficient in workflow automation using Flow Designer and Workflow Editor Hands-on experience with Service CatLog development, including catalog items and record producers Experience in integrating ServiceNow with external systems using REST and SOAP APIs Involved in end-to-end implementation, from requirement gathering to deployment Experienced in Administration of Production, Development and Test environments carrying different operating system platforms like Windows, Red Hat Linux and HTTP, Databases (SQL Server, Oracle) and Networking like SSL certificates, Configuring SSL and LDAP. Analyzing heap dumps and thread dumps and Troubleshooting, problems related to Admin Server start-up issues, Java code defects after deployment, and class path issues by checking the JVM logs, plug-in logs and the Webserver logs. Good Knowledge on ITIL Process (Change Management, Incident Management, Problem Management, Service Management). Providing on call support for 24x7 support for any issues or impact caused by the New Changes. Self-Motivated Individual, Excellent Team player and result-oriented professional with a solid work ethic and extraordinary ability to quickly learn, use, and teach complex, technical, or business concepts in a clear and simple manner. Excellent interpersonal and communication skills, creative, research-minded, technically competent and result-oriented with problem solving and leadership skills.
Overview
14
14
years of professional experience
Work History
SAP BASIS ADMIN
- Involved in daily activities on the system like Daily production System Health checks , importing Transports, User administration, monitoring system performance, Backup, monitoring background jobs.
- Knowledge on Hana Database as worked as admin.
- Involved in SAP router configuration
- Analyzed short dumps and applied notes where ever required to resolve the issues.
- Performed Client Copies.
- Daily Database Restore using MSSQL snapshot restore.
- Applied support packs using SUM tool.
- Registering the Developers at SMP and providing the Developer Keys up on approval.
- Registering a system in Service Marketplace, and applied license.
- Raised OSS message for few clients and communicating with SAP, to troubleshoot the issues.
- Monitored System Logs, Work Load Analysis, Manage Incoming/Outgoing Documents
- Generated stack.xml for patching and EWA configuration.
- Creation of Users, user groups & locking the users during cutover.
- Checking RFC connections From Quality to Production Systems
- Creation of Users, user groups & locking the users during cutover.
- WIPRO TECHNOLOGIES, Hyd
- May 2018 – July 2022
ServiceNow Developer
Mphasis
Hyderabad
12.2023 - Current
- Developed and configured HR Service Delivery (HRSD) solutions to automate employee lifecycle processes including onboarding, offboarding, employee relations, and HR case management.
- Designed and developed Custom applications from scratch to automate complex business processes and eliminate manual, email-driven workflows.
- Designed custom tables, data models, and schema relationships while maintaining strict application scope boundaries to protect platform stability.
- Automated end-to-end workflows and approval chains using Flow Designer and Workflow Editor to streamline cross-departmental tasks.
- Integrated custom applications with third-party systems via Integration Hub, REST/SOAP APIs, and custom Web Services.
- Built interactive user interfaces and custom widgets for Service Portals and Employee Center
- Created and customized HR Catalog Items, Record Producers, and Employee Center portals to improve employee self-service experiences.
- Strong technical experience of implementing solutions by configuring and customizing for all ServiceNow HRSD product modules.
- Experience in all ServiceNow HRSD product modules like - Onboarding, Offboarding, Case, Knowledge, HR Virtual Agent, NowMobile, Safe Workplace etc.
- Strong scripting ability using JavaScript and ServiceNow APIs.
- Ability to write/troubleshoot/enhance custom business rule, client script, script include, UI policy, data policy, UI script.
- Ability to troubleshoot medium-to-complex configuration/scripting issues.
- Well versed with various integration mechanisms with ServiceNow and must have strong experience in handling 4-5 integrations with different 3rd party products preferably with Workday.
- Well versed with Flow Designer and IntegrationHub, apart from traditional Workflows.
- Well versed with SN Performance Analytics.
- Well versed with SN ATF
- Strong oral and written communication skills.
- Configured HR Services, HR Case Categories, and Assignment Rules to streamline HR request management.
- Developed workflows and Flow Designer solutions for HR case routing, approvals, notifications, and escalations.
- Implemented Lifecycle Events (LE) and Employee Journey Management activities for onboarding and employee transitions.
- Created HR Knowledge Base articles and knowledge workflows to enable employee self-service and reduce HR ticket volume.
- Configured HR Tasks and task templates to automate activities across HR, IT, Facilities, and Security teams.
- Developed Business Rules, Script Includes, Client Scripts, and UI Policies to support HRSD business requirements.
- Integrated HRSD with ITSM processes for seamless fulfillment of employee-related requests.
- Collaborated with cross-functional teams including HR, IT Operations, Security, and ServiceNow administrators to deliver HR automation initiatives.
- Client : Cardworks Ltd
- Role : ServiceNow Developer
Appian Developer
LTI Mindtree
Hyd
11.2022 - 11.2023
- Development of scripts for the Database changes.
- Communicating with the Business Team in UAT and production release.
- Design and develop case management solutions using Appian.
- Ability to develop value-creating strategies and models that enable clients to innovate, drive growth and increase their business profitability.
- Unit tested the developed units
- Designed Reports, Records and news feed.
- Manage offshore development team and assign and review tasks as needed.
- Create Sites, records, dashboards for end user to view their tasks in a single place.
- Preparation of document and implementation of Integrated Testing.
- Development of scripts for the Database changes.
- Client : Walt Disney
- Role : Appian Developer
ServiceNow Developer
WIPRO TECHNOLOGIES
Hyd
05.2018 - 07.2022
- Experience in working with Business Rules, Client Scripts, Data Policies, UI Policies, UI Actions, Script Includes, Access Control Lists and Transform map.
- Worked on Update Sets – creating, capturing the changes and moving the update sets to other instances.
- Created buttons, context menus and related links on form and list using UI Actions.
- Created Access Controls, Scheduled Jobs and SLA’s.
- Having Expertise in using Glide Record and Glide Form.
- Working experience in User Interface management, Lists, Forms, Notifications, Form design, Form Layouts, Related lists, Users, Groups and Roles.
- Worked on Data Source and Transform Maps according to the client’s requirements.
- Having good knowledge in Background scripts and Scheduled Script executions in ServiceNow.
- Knowledge on inbound email action and email notifications.
- Knowledge on creation of catalog items, record producers, order guides, catalog UI policies and catalog client scripts
- Created Reference Qualifiers as per required filter based on input.
- Knowledge in creation of Reports and Dashboards based on Client Requirements.
- Expertise in Salesforce integration using OOB Salesforce Spoke.
- Good knowledge on REST Integrations.
- Good Knowledge on Agile Methodologies
- Managed and maintained the ServiceNow Configuration Management Database (CMDB) to ensure accurate and reliable Configuration Item (CI) data.
- Configured and customized CMDB classes, attributes, relationships, and identification rules based on business requirements.
- Implemented and maintained ServiceNow Discovery to automatically identify and populate infrastructure CIs such as servers, databases, network devices, and applications.
- Worked on Service Mapping to establish business service dependencies and application-to-infrastructure relationships.
- Client : Citi Bank
- Role : ServiceNow Developer
SAP BASIS Admin
IBM PVT LIMITED
Hyd
09.2016 - 09.2017
- Monitor system performance using SAP tools like ST22, SM21, ST03, ST06, and SM50.
- Analyze workload and optimize system performance.
- Monitor background jobs and system logs.
- Create and maintain SAP users using SU01.
- Assign roles and authorizations with the help of security teams.
- Monitor user access and lock/unlock users when required.
- Schedule and monitor database backups.
- Perform system recovery in case of failures.
- Coordinate with database administrators.
- Schedule, monitor, and troubleshoot background jobs using SM36 / SM37.
- Ensure critical business jobs run successfully.
- Client: LA Velocity Brazil
- Role: SAP BASIS Admin
Technical Analyst customer support
DELL INTERNATIONAL SERVICES
Bangalore
01.2013 - 02.2015
- Collaborated with cross-functional teams to improve operational efficiency
- Handled escalations and critical issues with a problem-solving approach
- Supported monthly/quarterly business reviews and reporting
- Ensured adherence to SLA (Service Level Agreements)
- Ensured compliance with company policies, quality standards, and operational procedures
- Supported billing, payment follow-ups, and financial reconciliation activities
- Identified process gaps and contributed to process improvement initiatives
- Managed inventory coordination and logistics tracking for timely delivery of products
- Client: Carlyle Group
- Role: Technical Analyst customer support
Education
Bachelor of Technology - Computer Science Engineering
Jawaharlal Nehru Technological University
01-2012
Skills
ServiceNow (ITSM, Incident, Problem, Change Management, HRSD, CMDB)
IBM HTTP Server
Web Sphere Application Server 85/90
Oracle 21C
MySQL
JavaScript (ServiceNow Scripting)
ServiceNow Studio
Flow Designer
Update Sets
Timeline
ServiceNow Developer
Mphasis
12.2023 - Current
Appian Developer
LTI Mindtree
11.2022 - 11.2023
ServiceNow Developer
WIPRO TECHNOLOGIES
05.2018 - 07.2022
SAP BASIS Admin
IBM PVT LIMITED
09.2016 - 09.2017
Technical Analyst customer support
DELL INTERNATIONAL SERVICES
01.2013 - 02.2015
SAP BASIS ADMIN
Bachelor of Technology - Computer Science Engineering
Jawaharlal Nehru Technological University