Anusha Mudavath

• Perform day to day administration of Service Now instances, including changes to process, workflows, and items, building reports, managing data, personalizing lists, and content management.
• Worked on ServiceNow Platform Upgrades (SanDiego, Rome, Quebec,Paris Orlando) as part of the ServiceNow quarterly releases.
• Work with process owners and business stakeholders to translate business requirements into functional requirements within Service Now
• Facilitating rollout of new applications and modules.
• Design, prototype, implement and test technical solutions for Service Now implementations.
• Good experience in Agile and Scrum methodologies. Currently, our work intake process is through Demand prioritization.
• Experience Collaboration and leading effectively with other Developers / Administrators and offshore teams to develop solutions and handle general updates and Configuration Changes/requests.
• Created LDAP Schedule Job to run daily to add the users to the HR Portal group to grant access to HR Portal.
• Configured Script Include preventing end-users from getting into the back end of ServiceNow instance by redirecting them to the HR Portal.
• Configured LDAP schedule job to check for the HR Profiles with no active HR Cases and delete, which will run weekly to keep track of licensing.
• Worked on Service Catalog, including building new Catalog items, Record producers, and designing workflows and execution plans.
• Worked on the fixes for GLMS migration from one instance (HRC) to another instance (HTSC).
• Creating Custom Tables, Fields and configuring ACL’s over them.
• Locked down the HR Case access to HR team members based on the Assignment group by configuring Access Control rules.
• Re-configured and re-branded the HR Service Portal for TMX rollout and post-upgrade to the newer version of the portal.
• Developed Custom Pages and Widgets in HR Service Portal and Workforce Performance Portal.
• Using Update Sets and following the Release process to develop and deploy the code in development to UAT and Production environments as per the approval from functional leads.
• Customization of forms, creating Views and Sections as per the business needs.
• Configuration of Email notifications and Alerts to notify Users about specific activities in the System.
• Built dashboard metrics using Performance Analytics and data collector jobs for different teams.
• Configured Business rules to update Due date and alert request fulfillers of the additional requests made for the Intake process
• Configured Quick message email templates for GDPR and Markit teams.
• Good hands-on experience in writing Business Rules, Client Scripts, UI Policies and UI Actions to customize the instance per Business needs.
• Develop custom integration components (SSO, LDAP, etc.) and integrate legacy systems with ServiceNow using mid-server, web services, email, and other relevant technologies
• Worked on Inbound and Outbound Integrations.
• Worked on various integrations and created Data sources for importing data into Service now.
• Resolving typical User access and role issues by checking the active directory and user table.
• Create database views to pull the reports on variables requested by customers.
• Create and use update sets to move customizations between ServiceNow instances.
• Create various workflows for Change management and build change requests and task forms with all functionalities. Provide technical support and answer "how-to" technical and application configuration questions.

• Enhanced system efficiency by developing and implementing ServiceNow applications and modules.
• Streamlined business processes for improved workflow management through customization of ServiceNow forms and fields.
• Increased user satisfaction with tailored solutions by analyzing end-user requirements and translating them into functional specifications.
• Reduced incidents resolution time by creating custom scripts to automate routine tasks and improve overall service delivery.
• Collaborated closely with cross-functional teams to develop effective strategies for IT service management initiatives using the ServiceNow platform.
• Ensured seamless integration of third-party systems with ServiceNow by building robust APIs and web services connectors.
• Boosted client satisfaction levels through timely resolution of critical issues via troubleshooting, debugging, and root cause analysis techniques in complex ServiceNow environment.
• Minimized downtime during migrations by employing thorough testing methodologies throughout all stages of development life cycle.
• Delivered significant cost savings by optimizing workflows, automating manual processes, and improving resource allocation within the organization using the ServiceNow platform.
• Developed robust reporting dashboards that provided actionable insights for informed decision-making across various organizational levels.
• Established best practices for maintaining code quality standards while adhering to Agile development principles for efficient project execution in a fast-paced environment.
• Contributed to successful audits by ensuring compliance with industry regulations as well as internal information security policies through proper configuration of ServiceNow security settings.
• Developed reusable components to expedite future development projects, reducing implementation timelines and overall project costs.

• Enhanced system efficiency by developing and implementing ServiceNow applications and modules.
  • Streamlined business processes for improved workflow management through the customization of ServiceNow forms and fields.
  • Increased user satisfaction with tailored solutions by analyzing end-user requirements and translating them into functional specifications.
  • Reduced incidents resolution time by creating custom scripts to automate routine tasks and improve overall service delivery.
  • Worked on ServiceNow ITOM Business development, building ServiceNow ITOM practice, and competency (Discovery, CMDB, Service Mapping, Event Management).
  • Configured Event Management (ITOM) by configuring connector Instances and connector definitions.
  • Populating the CIs (Configuration Items) and configuring the CI relations in CMDB.
  • Expertise in using DISCOVERY to load CI information to CMDB.
  • Imported data into CMDB using Transform Maps and build relationships mainly for CI's which are not in the scope of Discovery.
  • Involved in creating scorecards from Service Now CMDB.
  • Responsible for gathering requirements and customizing Business Service Catalogs for the organization from scratch. • Developed UI Appearance for Service Catalog Requests.
  • Created Knowledge articles to document the steps in creating the Catalog items.
  • Implemented Service mapping for several business services on collaboration with various teams such as network, server, database, security, and application teams along with the business owners. • Configured rules and did event tracking using the Event Management.
  • Created dashboards and worked on monitoring, analysis, and remediation of alerts using Event Management. • Managed platform-tools by performing quarterly system upgrades and resolving system configuration errors that were reported by business users.