Accomplished IT professional with 9 years of extensive experience, including 3 years specializing in ServiceNow ITSM Development and Administration. Diverse expertise in multiple ServiceNow modules such as Incident Management, Change Management, Problem Management, SLAs, ACLs, and Service Catalog management. Proficient in utilizing Glide Record for efficient data handling based on business requirements. Dedicated to delivering tailored ITIL frameworks and agile solutions to optimize customer satisfaction.
Hi, I’m
Srikanth Ch
Servicenow Developer
Hyderabad
Summary
Overview
10
years of professional experience
1
Certification
Work History
DXC TechnologyChennai, Tamil Nadu
ServiceNow Developer
3 2021 - Current
Job overview
- Administration and Development: User & Group Management: Administered Users, Roles, and Groups; combined roles into others to ensure proper access to applications
- Assigned Users to appropriate Roles
- Established and maintained User and Group Records
- Service Catalog: Created multiple catalog items with appropriate variables and sets
- Configured Catalog Client Scripts as per requirements
- Developed Record Producers
- Utilized Flow Designer for service catalog automation
- Incident, Problem, and Change Management: Designed Forms with various eld types
- Created buttons using UI Actions
- Implemented UI Policies to manage eld visibility, mandatory status, and other conditions
- Developed Business Rules for insert, update, delete, and query actions
- Triggered email events through Business Rules for impacted users and assigned ticket notifications
- Developed Client Scripts for eld display/hide, user alerts, and other conditions
- Worked extensively on Client-Side Scripting
- Developed Server-Side Scripts using Glide methods
- Security Rule (ACL): Restricted unauthorized user access to tables or forms
- Expert in analyzing role-based page access and restricting unauthorized table access
- Wrote ACLs to restrict Read access to specific UI pages
- Other Administrative/Development Tasks: Created and customized complex workflows and custom workflow activities
- Developed Client-Side Scripts including OnChange, OnSubmit, OnLoad, and OnCellEdit
- Worked on Server-Side Scripts
- Developed various scripts including Script Includes, Background Scripts, Business Scripts, and Catalog Client Scripts
- Integrated ServiceNow with other systems using REST API
- Created various types of reports
- Developed service catalogs and workflows in ServiceNow
- Created and managed update sets
- Developed and maintained knowledge articles.
ServiceberryChennai, Tamil Nadu
ITSM Admin & Developer
02.2020 - 03.2021
Job overview
- Micro Focus Tools Administration and Development: Worked extensively with Micro Focus tools including Operations Manager (OM), Universal CMDB (UCMDB), Server Automation (SA), Service Manager (SM), SMAX, and Network Node Manager i (NNMi)
- Server Installation and Troubleshooting: Installed and troubleshooted servers to fetch data in OMI (Operations Manager i)
- Managed server installations across multiple operating systems, including Windows, Linux, Ubuntu, and Solaris
- HP Service Manager (HPSM) Administration: Handled both administrative and development tasks for HP Service Manager
- Installed HPSM Application and Tomcat services
- Installed Windows client for HPSM access
- Configured web-based URL access for HPSM
- Verified new HPSM installations via Windows client
- Troubleshooted application and web server issues by analyzing log les (HPSM and SRC logs for web server, logs in RUN folder for app server)
- HPSM Maintenance and Configuration: Maintained 'sm.ini' and 'sm.cfg' les to ensure proper communication between application servers via the load balancer
- Restarted ports to resolve servlet hangs or connection issues
- Ensured the proper functioning of background processes like linker, lister, and scheduled actions
- Created and modified workflows to meet business requirements
- Customized and managed HTML templates for email notifications
- Managed multiple businesses within a single HPSM instance using business entities and configuration items
- Configured and maintained configuration items for rule sets and validations
- Worked with Process Designer and rule sets to meet business needs, including using JavaScript and scheduled actions
- Form and Role Management: Modified forms based on user input and ensured proper data storage in tables
- Linked elds across different tables to share data effectively
- Created and modified roles based on business user privileges
- Customization and Troubleshooting: Managed customized Java code for email notifications across different business entities in HPSM
- Integrated HPSM with Connect IT for email-to-interaction creation
- Addressed user queries related to SLA modifications and ticket updates
- Created and customized views, categories, and subcategories for Incident Management (IM) and Service Desk (SD) modules
- Conducted mass ticket updates (SD/IM/Change)
- Raised support cases with Micro Focus when issues required escalation
- Worked with the auto-ticketing process, ensuring events in OMI generate and close tickets automatically in HPSM
- Version Upgrade and Role Management: Participated in HPSM version upgrade from 9.40 to 9.60
- Managed operator and contact creation, role assignment, and modifications
- Troubleshot and customized all HPSM modules, including change workflows, email notifications, and user roles/proles
- ITIL Process and SQL: Followed ITIL processes for HPSM module customization and daily activities
- Gained exposure to SQL queries for data management and reporting.
Alten Calsoft LabsMumbai, Maharastra
ITSM Tools Admin
09.2018 - 12.2020
Job overview
- Configured and customized HPSM to align with organizational requirements, enhancing forms, workflows, and templates
- Created and managed user accounts, effectively assigning roles and permissions to ensure optimal access controls
- Performed routine system checks, updates, and patches, guaranteeing system stability and security
- Monitored system performance proactively, addressing issues related to speed and stability in a timely manner
- Identified and resolved issues related to the HPSM application through effective troubleshooting methods
- Assisted in managing incidents reported through HPSM, ensuring timely resolution and user satisfaction.
- Worked on resolving recurring issues and performed root cause analysis to prevent future incidents.
- Managed and tracked service requests submitted by users, ensuring efficient and prompt fulfillment.
- Implemented and managed changes to the HPSM system, modifying workflows and configurations with minimal service disruption.
- Generated and analyzed reports on system usage and incidents for continuous improvement initiatives.
- Maintained comprehensive documentation of system configurations and processes to support consistent operations.
- Provided training and ongoing support to end-users using HPSM, enhancing their understanding and operational efficiency.
- Addressed user queries and guided them through system functionalities to ensure effective system utilization.
- Collaborated with IT teams to ensure seamless integration of HPSM with other operational tools and systems.
- Participated in the development of customizations and extensions to HPSM leveraging scripting and development tools.
- Ensured compliance of the HPSM system with organizational policies and industry standards, maintaining regulatory integrity.
- Implemented security measures to protect sensitive data while monitoring for potential threats to the system.
- Gathered user feedback to identify areas for improvement, driving initiatives for enhanced user experience.
- Continuously assessed and optimized system performance and configurations, promoting operational efficiency.
- Conducted detailed analyses of incidents and service requests, providing actionable insights for team enhancements.
- Facilitated knowledge sharing by creating clear guides and documentation for system processes and user training.
Wipro InfotechDelhi, Delhi
Service Desk Team Lead
11.2014 - 09.2018
Job overview
- Provided comprehensive Root Cause Analysis (RCA) for unplanned outages and high severity incidents, enhancing future incident prevention
- Handled high-priority Severity 1 and 2 calls, ensuring prompt resolution of Severity 1, 2, 3, and 4 tickets within established Service Level Agreements (SLA)
- Attended critical conference calls for severity issues, delivering timely updates to clients and ensuring efficient communication between teams
- Worked closely with clients to gather requirements for issues and requests, ensuring accurate resolution based on their needs
- Served as the single point of contact for all support issues escalated by the L1 Support Teams, streamlining the escalation process
- Resolved critical support issues within provided SLA parameters, maintaining high customer satisfaction and service quality.
- Handled escalation calls from frustrated users, employing effective resolution skills to restore user condense.
- Facilitated my teammates' efforts to achieve a 100% resolution rate, promoting teamwork and collaboration.
- Tried to resolve the majority of user issues independently, reducing the volume of escalated cases and improving efficiency.
- Managed and resolved technical issues related to Outlook, Skype, and various software and hardware inquiries.
- Coordinated with development, networking, and database teams to ensure effective issue resolution for high severity incidents.
- Executed ITIL best practices across all support processes, enhancing the standardization and quality of service delivery.
- Communicated effectively with clients to provide real-time updates, fostering transparency during incident resolution.
- Liaised with multiple teams to address complex issues, ensuring prompt and effective resolution of customer problems.
- Collaborated with internal teams to develop knowledge base articles, improving the efficiency of the service desk.
- Supported ongoing professional development of team members through training and shared resources.
- Addressed user concerns proactively, reducing repeat ticket submissions and improving user satisfaction.
- Invested time in analyzing support trends and patterns to enhance service delivery strategies.
- Engaged in continuous improvement efforts to optimize service desk operations and customer experience.
- Led team meetings to discuss performance metrics and strategies for improved resolution times.
- Assisted in the onboarding of new team members, facilitating a smooth transition into the team dynamics.
Education
JNTU KakinadaKakinada, India
B.Tech from Electrical, Electronics Engineering Technologies
04.2001
University Overview
Sri Chaitanya Junior CollegeVisakhapatnam, India
Board of Intermediate Education, Andhra Pradesh from Mathematics
04.2001
University Overview
Visakha Central SchoolVisakhapatnam, India
Board Of Secondary Education, Andhra Pradesh
04.2001
University Overview
Skills
ServiceNow
Certification
ITIL V3 Foundation from Axelos
Recognitions
Recognitions
- Champ Award, Received for Supporting Team during Cyclone Michaung, 01/2024, 04/2024
- Champ Award, Received for Upgrading the HPSM Tool, 04/2022, 06/2022
- LOOT Award, Received in Wipro Infotech for Dedication in work and handling Customers, 05/2017, 05/2017
Languages
English
Advanced (C1)
Telugu
Bilingual or Proficient (C2)
Hindi
Advanced (C1)
Tamil
Intermediate (B1)
Software
HPSM
ManageEngine ServiceDesk Plus
HP OMW
HP OBR
HP BSM
HP Server Automation
Interests
Managed a team and completed projects
Experience with IT service management tools
Improved customer satisfaction
Worked on various IT projects
Timeline
ITSM Admin & Developer
Serviceberry
02.2020 - 03.2021
ITSM Tools Admin
Alten Calsoft Labs
09.2018 - 12.2020
Service Desk Team Lead
Wipro Infotech
11.2014 - 09.2018
JNTU Kakinada
B.Tech from Electrical, Electronics Engineering Technologies
04.2001
Sri Chaitanya Junior College
Board of Intermediate Education, Andhra Pradesh from Mathematics
04.2001
Visakha Central School
Board Of Secondary Education, Andhra Pradesh
04.2001
ServiceNow Developer
DXC Technology
3 2021 - Current
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