Venkata Sai Bairaju

Collaborated with multiple ServiceNow client accounts as a system developer and administrator, driving enhancement development, platform maintenance, and incident resolution.

Facilitated ServiceNow deployments for ITSM processes, enhancing incident management, problem management, knowledge management, and request management.

Configured business rules, client scripts, UI policies, reports, and dashboards, and used Automated Test Framework (ATF) for testing, along with inbound actions and integrations.

Supported requirements gathering and documentation, development, QA testing, demos, and UAT activities to ensure successful project delivery.

Supported end-to-end service catalog, incident, change, release, problem, configuration, asset, and knowledge management processes.

Built and configured business rules, script includes, UI policies, catalog UI policies, UI pages, style sheets, catalog client scripts, client scripts, and UI actions to improve platform functionality.

Created reusable standard workflows for multiple catalog items.

Administered ServiceNow platform, resolved defects, and delivered enhancements based on customer and business needs.

Created users, roles, and groups, and configured LDAP server and LDAP listener for user and group table updates.

Prepared technical design documents and developer notes for project reference, and loaded assets and configuration items with related CI-to-asset relationships.

Supported ServiceNow platform configuration, documentation, and maintenance to align with business needs, ITIL practices, and business processes.

Helped develop and support infrastructure deployment catalog within service catalog to simplify acknowledgment and processing of build requests.

Adjusted forms and tables for incident and problem management processes to improve workflow efficiency.

Created business rules, client scripts, UI actions, and UI policies to match client requirements for IT processes.

Improved ServiceNow customization and notifications through UI scripts while resolving incidents and completing root cause investigations during support activities.

Enhanced ServiceNow customization and notifications through effective use of UI scripts.

Resolved incidents and completed thorough root cause investigations during support activities.

Supported design and setup of incident management, problem management, change management, and knowledge management workflows to improve service delivery.

Configured service requests and incidents to match customer needs, including custom email notifications.

Set up service level agreements (SLA) and completed branding and customization updates.

Built service catalogs from scratch.

Handled daily business operations to keep systems running smoothly.

Resolved customer tickets within SLA requirements.