Chaithanya Reddy
Plano
Summary
Dynamic Solution Architect with extensive experience at Deloitte, specializing in ServiceNow ITSM modules and GRC, consistently optimizing processes and enhancing system efficiency.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Solution Architect
RS Dragon Technologies LLC
Dallas
11.2023 - Current
- Designed and implemented solutions in ITSM, CSM, Discovery, ITAM, enhancing system functionality and user experience.
- Present and get design approval from Technical Design board.
- Provided leadership and expert knowledge of ServiceNow application architecture to business and technology teams.
- Facilitated collaborative development of technology strategy, standards, roadmaps, and practices.
- Coordinated offshore teams to maintain and administer large-scale ServiceNow production instances.
- Led the development and implementation of ServiceNow solutions, with a primary focus on the Customer Service Management (CSM) application.
- Streamlined processes to enhance first contact resolution efficiency.
- Developed integration solutions for ServiceNow with third-party tools like Azure Active Directory, Logic Monitor, and Talend database, streamlining data flow and accessibility.
- Architected solutions for complex business problems using ServiceNow best practices and standards.
- Optimize client solutions with ServiceNow features: Flow Designer, Integration Hub, UI Builder, App Engine, Virtual Agent, Predictive Intelligence, Process Automation, and Mobile Apps.
- Recognized and developed opportunities to leverage ServiceNow as a platform for organizational success.
- Advise and guide platform roadmap discussions.
- Develop product teams' technical skills through mentoring and coaching.
- Collaborate with stakeholders to gather requirements and define solution architectures.
- Ensure alignment of solutions with business goals and industry best practices.
Solution Architect
Deloitte, Zurich, Switzerland
Zurich
03.2023 - 10.2023
- Optimized the Risk Management and Audit Management modules, streamlining processes and improving the accuracy of risk assessments and audit procedures.
- Executed use-case-driven configurations in Audit Management module, enhancing accuracy of audit procedures and supporting compliance.
- Designed and configured GRC, PPM module in ServiceNow to align with best practices, enhancing system functionality.
- Integrated SAP P40 and Siebel with ServiceNow using scripted REST API to streamline data flow and improve interoperability.
- Developed and maintained comprehensive GRC training collateral, supporting the onboarding of new systems, processes, programs, and employees.
Solution Architect
Deloitte, Zurich, Switzerland
Basel
07.2022 - 03.2023
- Designed and implemented solutions for ServiceNow modules including release management, agile management, test management, and ATF.
- Developed custom applications tailored to client requirements.
- Integrated ServiceNow with third-party tools to enhance workflow efficiency.
- Leverage app engine studio to build custom application.
- Document all technical specifications and prepare design documents.
- Conduct code reviews.
- Resolved health scan issues to ensure system reliability.
- Maintain ServiceNow platform up to date.
- Design Service portal.
ServiceNow Developer and Business Analyst
Swatch Group Biel, Switzerland
Biel
01.2022 - 07.2022
- Implemented solutions for ServiceNow modules including HRSD, CSDM, Change Management, and ATF, enhancing service delivery.
- Configured SSO by integrating Azure with ServiceNow, improving user access and security.
- Conducted thorough requirements gathering sessions with stakeholders to understand business needs and objectives.
- Documented and prioritized requirements, ensuring alignment with overall business goals.
- Analyzed existing business processes to identify and recommend optimizations, contributing to operational efficiency.
- Developed user stories and acceptance criteria for use in Agile development environments.
- Configured Service Portal to enhance user experience by adding custom widgets.
Solution Architect
Accenture, Switzerland
Zurich
03.2021 - 01.2022
- Designed and implemented ServiceNow modules for enterprise technology, IRM, issue management, release, and agile management, enhancing overall system functionality.
- Owned significant project deliverables end-to-end, from initial demand through to production delivery, ensuring alignment with business objectives.
- Leveraged extensive experience with APIs, Integration Hub, connectors, and ServiceNow store apps to streamline integration processes.
- Proficient in web services (REST & SOAP, JSON & XML) and integration with ServiceNow, ensuring seamless connectivity and functionality.
Solution Architect
Accenture, France
Toulouse
06.2019 - 03.2021
- Successfully implemented solutions in ServiceNow for ITSM modules.
- Designed and implemented solutions for ITSM modules (Incident, Change, Problem, Knowledge Management, Service Request Management) and ITAM (HAM & SAM), enhancing service delivery and operational efficiency.
- Design a solution for integrating ServiceNow with JIRA.
- Migrated data from JIRA to ServiceNow, ensuring accuracy and consistency during the transfer process.
- Created monthly Change Cost Analysis reports for clients, providing insights to Executive Management Team for informed decision-making.
- Demonstrated in-depth understanding of ServiceNow functionality and ITIL processes applicable in ServiceNow, enabling effective service management.
Senior ServiceNow Developer
Accenture, Switzerland
Hamburg
10.2018 - 06.2019
- Led team of ServiceNow resources to deliver projects on time and within scope.
- Integrate SSCM and GCP with ServiceNow by using scripted rest API.
- Implement SSO using Azure Active Directory.
- Configure LDAP for user management.
- Trigger all monitoring alerts from GCP in ServiceNow.
- Designed user interface and user experience of service portal to align with client requirements.
- Facilitated daily Scrum meetings to promote team collaboration.
- Sprint planning and resource planning.
- Coordinated day-to-day operations to ensure smooth service delivery.
ServiceNow Developer
Infosys, Germany
Frankfurt
04.2017 - 10.2018
- Designed and implemented new functionality using Business Rules, UI Policies and ACLs.
- Developed workflows for Incident Management, Change Management, Service Requests, and SLAs to streamline processes and improve service delivery.
- Implemented, customized, and maintained ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, and CMDB in ServiceNow.
- Customized applications with Business Rules, Client Scripts, UI Actions, and UI Policies based on requirements, deploying customizations to upper environments using Update Sets.
- Set up REST and SOAP inbound and outbound messages to integrate with ServiceNow.
- Wrote Business rules to avoid empty configuration items to be stored in CMDB after Discovery tool runs a scheduled job.
- Created Security Rules, UI Actions, and UI Pages/Macros to enhance application functionality and security.
- Managed data with Tables, the CMDB, Import Sets, and Update Sets.
- Worked on creating Users, Roles, Groups and configured LDAP Server and LDAP Listener for updating the user and group table record.
- Configured email activities for inbound and outbound communications.
- Utilize app engine studio or other development tools to create custom applications tailored to client specifications.
- Analyzed end user requirements and collaborated with the team lead and business analysts to understand the current ServiceNow system.
ServiceNow Lead Developer
Infosys, Germany
New Jersey
04.2016 - 04.2017
- Successfully implemented solutions in ServiceNow modules ITSM, and integration third party tools.
- Integrate custom applications and service portal with existing systems, databases, or third-party services.
- Developed upgrade plan for ServiceNow instance, including patch application to ensure system stability.
- Identifying and addressing 'Slow Queries' in ServiceNow, implementing measures such as extending indexes for optimization.
- Monitored ServiceNow performance graphs to identify areas for system efficiency improvement.
- Design and implement a solution for cloning instances periodically.
- Created visually appealing portal to improve user engagement and streamline access to services.
- Follow best practices for coding, security, and scalability.
ServiceNow Developer
Unisys Global Services, India
02.2015 - 04.2016
- Implemented ITSM modules to enhance service management capabilities across the organization.
- Developed client scripts, UI actions, and UI policies to implement client-side changes.
- Configured Catalog Items Front-end web / GUI components using JavaScript, Angular, CSS, and HTML5.
- Implemented features such as user authentication, dashboards, and ticketing systems.
- Created ACLs to manage user access and streamline assignment rules.
- Set up instance cloning and assist platform upgrade.
- Developed a set of actionable and targeted change management plans – including communication plan, sponsor roadmap, coaching plan, training plan, SLAs and resistance management plan.
- Designed portal to enhance user experience, ensuring alignment with client branding guidelines.
ServiceNow Administrator
Unisys Global Services, India
Bangalore
06.2014 - 02.2015
- Implemented, customized, and maintained ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, and CMDB in ServiceNow.
- Managed daily support tickets, prioritizing according to business requirements for timely resolution.
- Managed Users, Groups and Roles, Schedule jobs and SLA creation.
- Managed data with Tables, the CMDB, Import Sets, and Update Sets.
- Developed client scripts that improved application functionality based on project requirements.
- Created low-level design documents outlining technical specifications for project implementation.
- Developed transform maps to facilitate data migration and integration between systems.
- Reviewed and validated data quality for import sets to ensure accuracy and integrity.
- Testing end-to-end application testing.
Education
Bachelor’s - computer science and engineering
JNT University
Anantapur, India01.2014
Skills
- ServiceNow ITSM modules
- Service Catalog
- Customer Service Management
- Virtual Agent
- GRC
- IRM
- ITOM
- CMDB
- CSDM
- Discovery
- Integration Hub
- Custom Applications
- Service Portal
- App Engine Studio
- Agile Management
- PPM
- Release Management
- Change Management
- Orchestration
- Test Management
- Test automation
- Azure AD
- Talend Database
- JIRA
- JavaScript
- PowerShell
- HTML
- CSS
- ServiceNow design
- Business Management
- HR Management
- SSCM
Certification
- ITIL V3. Foundation Certification
- ServiceNow Admin
- ServiceNow Developer
- ServiceNow Implementation – ITSM, HR, GRC, CSM
- Azure Fundamentals
- SCRUM – PSM1
Technical Specializations
ITSM modules, Service Catalog, Agile Management, PPM, Release Management, Change Management, Orchestration, Test Management, Business Management, HR Management, Automated Test Framework, Customer service Management, Virtual agent, GRC, IRM, ITOM, CMDB, CSDM, Discovery, Integration Hub, Custom applications, Service Portal, App Engine studio, SAP P40, Siebel Database, SSCM, Azure AD, GCP, Logic Monitor, Talend database, ADP, JIRA, JavaScript, Jelly, PowerShell, HTML, CSS
Roles And Responsibilities
- Take charge of the architectural role in the ServiceNow domain.
- Instance upgrade to Vancouver and patching.
- Analyse current project technologies, implementing ServiceNow architecture for enhanced efficiency.
- Understanding the business context and translating functional and technical requirements into a sustainable ServiceNow solution.
- Provide clients with expert technical consultation, emphasizing ServiceNow best practices for implementations and ongoing operations.
- Lead end-to-end ServiceNow implementations, migrations, and transformation projects across onshore, offshore, and nearshore models.
- Establish enterprise-wide best practices and thought leadership in Service Management, Service Integration and Management, and Intelligent Automation Platform.
- Implement ServiceNow solutions across various applications/modules (ITSM, ITOM, HRSD, CSM, GRC, Integrations etc.).
- Lead investigations into technical issues and review code as necessary.
- Address project challenges, including risks, time constraints, resource management, and scope considerations.
- Collaborate with project management teams to monitor technical progress of ServiceNow implementation.
- Design technical solutions for ServiceNow, providing detailed specifications.
- Offer expert guidance on best practices for ServiceNow platform development.
- Finalize deployment architecture and solution design.
- Assist Implementation Engineers during code migration and documentation processes.
- Provide technical guidance to team members.
- Collaborate with business analysts and project managers to develop appropriate technical solutions.
- Research and recommend innovative platform capabilities to enhance business processes.
- Identify system deficiencies and recommend solutions through continuous service improvement processes.
- Establish standards and maintain IT hygiene within ServiceNow, including maintenance routines, development standards, and code reviews.
- Stay up to date with industry trends and developments.
- Ensure smooth handover of solutions, providing comprehensive documentation for reference and future maintenance.
- Facilitate workshops, document outcomes, and lead brainstorming sessions for effective collaboration.
Timeline
Solution Architect
RS Dragon Technologies LLC
11.2023 - Current
Solution Architect
Deloitte, Zurich, Switzerland
03.2023 - 10.2023
Solution Architect
Deloitte, Zurich, Switzerland
07.2022 - 03.2023
ServiceNow Developer and Business Analyst
Swatch Group Biel, Switzerland
01.2022 - 07.2022
Solution Architect
Accenture, Switzerland
03.2021 - 01.2022
Solution Architect
Accenture, France
06.2019 - 03.2021
Senior ServiceNow Developer
Accenture, Switzerland
10.2018 - 06.2019
ServiceNow Developer
Infosys, Germany
04.2017 - 10.2018
ServiceNow Lead Developer
Infosys, Germany
04.2016 - 04.2017
ServiceNow Developer
Unisys Global Services, India
02.2015 - 04.2016
ServiceNow Administrator
Unisys Global Services, India
06.2014 - 02.2015
Bachelor’s - computer science and engineering
JNT University