Sobha Rani Ch
Bangalore
Summary
ServiceNow Developer with 4.4 years of experience in ServiceNow ITSM development and production support. Experienced in Incident, Problem, Change, Service Catalog, Knowledge Management, workflow automation, and platform customization. Skilled in developing scalable solutions, resolving production issues, and collaborating with cross-functional teams.
Overview
1
1
Certification
4
4
years of professional experience
Work History
System Engineer
Infosys Limited
Bangalore
03.2022 - Current
- Developed, customized, and supported the ServiceNow ITSM platform by implementing Incident, Problem, Change, and Service Catalog solutions.
- Automated business processes using Flow Designer, configured platform features, and provided production support, enhancing IT service management and operational efficiency.
- Designed and implemented Workflow and Flow Designer automations for approvals, escalations, and SLA tracking, streamlining processes and ensuring timely responses.
- Configured Email Notifications and Templates with conditions and event triggers.
- Worked on Access Control Lists (ACLs) to secure data visibility and enforce role-based access.
- Developed and customized UI policies and Business Rules to enforce dynamic form behavior and data validation, improving user experience and data integrity.
Project 1
Hillenbrand
03.2022 - Current
- Developed and enhanced ServiceNow ITSM modules including Incident, Problem, and Change Management.
- Designed workflow and automated processes using Flow Designer, reducing manual intervention.
- Developed Business Rules, UI Policies, and UI Actions based on business requirements.
- Implemented Service Catalog items and approval workflows.
- Configured SLAs and Email Notifications.
- Created and maintained Knowledge Base articles.
- Handled production support activities, incident resolution, and root cause analysis.
- Managed data migration using Import Sets, Transform Maps, and Update Sets.
- Collaborated with clients and cross-functional teams to gather requirements and deliver solutions.
- Supported release deployments and ensured smooth migration to production environments.
Project 2
Kone
03.2022 - Current
- Provided end-user technical support by resolving hardware, software, and remote desktop issues through ServiceNow.
- Managed incident tickets, deployed software applications using SCCM, supported users via phone, email, and chat, collaborated with internal teams for issue resolution, and maintained accurate documentation to ensure timely service delivery.
- Managed and resolved technical tickets using ServiceNow.
- Deployed software applications using SCCM.
- Provided technical support to clients/users via calls, email, and chat.
- Troubleshot and resolved hardware and software issues.
- Collaborated with internal teams to resolve complex technical issues.
- Documented incident resolutions and maintained accurate records.
Education
Bachelor of science (BSc) - Computer
Vijaya Teja Degree collage
Skills
- ITSM
- Service Catalog
- Knowledge Management
- Business Rules
- UI Policies
- UI Actions
- ACLs
- Flow Designer
- Workflows
- Import Sets
- Transform Maps
- Update sets
- SLA Management
- Production Support
- Release management
- Root cause Analysis
Certification
- CSA – Certified System Administrator
- CAD – Certified Application Developer
Timeline
System Engineer
Infosys Limited
03.2022 - Current
Project 1
Hillenbrand
03.2022 - Current
Project 2
Kone
03.2022 - Current
Bachelor of science (BSc) - Computer
Vijaya Teja Degree collage