Ravi Babu Saya

Developed and supported the MDCS (Medical Devices Cyber Solution) scoped application for TRIMEDX.

• Integrated Snowflake data into ServiceNow using scheduled import processes.
• Created and maintained Fix Scripts, Background Scripts, scheduled jobs, Client Scripts, and UI Policies.
• Migrated configurations and customizations across instances using ServiceNow Studio Pipeline.

• Spearheaded consultation, design, and development for major ITSM modules including Incident, Problem, Change, and Service Catalog.
• Designed and engineered solutions leveraging ServiceNow components (Business Rules, Script Includes, UI Policies) to address complex business workflow and ticketing requirements.
• Developed and maintained Service Catalog items, Order Guides, and Record Producers using Catalog Client Scripts and Workflows to automate service fulfillment processes.
• Automated data population and management by configuring Transform Maps and Data Sources for data loads, ensuring data integrity across the platform.
• Customized ServiceNow interfaces (UI Pages, UI Actions) and improved user experience, resulting in a measurable decrease in end-user navigation errors.
• Gathered, analyzed, and translated complex client requirements into technical specifications, ensuring all development adhered to ServiceNow best practices and coding standards.

• Managed and supported development within a multi-tenant (Domain Separated Instance) and single-tenant ServiceNow environment.
• Administered core platform functions including user, group, and role management, ensuring proper access control using ACLs.
• Configured and managed SLA (Service Level Agreement) definitions, ensuring compliance with client-specific configurable requirements.
• Executed change control by capturing customizations in Update Sets and reliably moving them between instances (Dev, QA, Prod).
• Maintained and modified Service Catalog items, including creating and linking various variables and variable sets.
• Provided knowledge transfer and training sessions to team members and clients on new functionalities and platform administration.

• Led a team of 32 members supporting 13 accounts, managing team scheduling, monitoring, coaching, and cross-training.
• Chaired and participated in client calls and internal leadership calls to discuss ongoing issues, process improvements, and SLA achievements.
• Maintained regular updates of the dashboard, tracking key performance indicators and SLA metrics.

• Assisted end-users with various technical problems through remote management.
• Managed the workflow process using multiple Service Management tools including ServiceNow, BMC REMEDY, and Peregrine Service Centre.
• Identified and resolved gaps in products and processes, improving overall service delivery efficiency.