KRANTHI KORRAPATI
Lewisville,TX
Summary
A competent professional with around 10 years of IT experience including 8 years of extensive experience in Service-Now.Experience in ServiceNow platform customization, including the development of robust applications, modules, and workflows.
ITSM Solutions: Adept at designing and implementing end-to-end IT service management solutions, including Incident Management, Change Management, Problem Management, and Service Catalog.Whether it's automating workflows, optimizing service catalogs, or ensuring a delightful user experience.
Experience in CSM implementations, Integrations, Vulnerability Management, Upgrade and CMDB.
Good understanding and knowledge on ITIL and familiar with methodologies like Agile/Scrum.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Sr. ServiceNow Developer/Team Lead
Church & Dwight
06.2023 - Current
- Performed Scrum Master/Team Lead role for this Account.
- Worked with client and functional requirements within ServiceNow.
- Developed of Service catalog which includes creating new catalog items, designing workflows and execution plans.
- Interacted with Stakeholders, Users, Customers for gathering requirements to arrive at design solution.
- Worked on Modules of ServiceNow like Incident Management, Change Management, Service Catalog, and Reporting and few other custom applications.
- Provided design, technical solutions to client and made recommendations to improve their current processes.
- Wrote Client Scripts, UI policies, Business Rules, Security Rules and UI Actions, UI Pages/Macros.
- Data sources, external connectivity using SN data source, Web services, Email integrations, LDAP etc.
- Designed many catalog items out of which few catalog items involves integration using SOAP Web services, Restful API.
- Microsoft Intune Integration Setup and Configurations
- EBonding integration
- Sentinel Integration
- Resolving Discovery issues Created various ServiceNow customized applications, modules, and tables as per requirement
- Service Portal Enhancements.
ServiceNow Developer/ Offshore Lead
BT
08.2020 - 06.2023
- Interacted with Stakeholders, Users, and Customers, technical and functional teams for gathering requirements to arrive at design solution
- Work effectively within SCRUM team and focus on sprint goal delivery
- Design and develop of platform with self-service, automation and performance
- Worked on Modules of ServiceNow like Incident Management, Change Management, Service Catalog, Interaction, Reporting, Agent Workspace and CSM
- Implemented Case types based on product model for each customer
- Portal design for customers
- Inbound email integration setup to create cases
- ROI customer integration to create Cases
- CSM integration with IT Service Management.
ServiceNow Developer
Swiss re
09.2019 - 06.2020
- Manage ServiceNow implementation work using Agile/Scrum process
- One among to handle Incident Management to fix Service Now related issues as part of incidents and implement enhancements and new requirements as part of Scrum Tasks
- Creation and modification of various business rules, UI actions, UI Page Client Scripts based on Service Now related issues
- Modification and creation of schedule jobs, email notifications
- CMDB tables refactoring.
ServiceNow Developer /Onsite Lead
Atradius
09.2018 - 07.2019
- Worked with client on functional requirements within Service Now
- Responsible for Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog management
- Providing solutions and standardizing ITSM process to meet customer requirements and responsible for coordinating Problem Management and Incident management teams
- Tracking of Incidents from creation to closure, with timely communication to business
- Monitoring service level agreement (SLA's) and operation level agreement (OLA's)
- Experience in creating custom workflow activities to reuse them in different workflows
- Worked on Email Templates and Notifications
- Defining SLA's and OLA's for incidents with proper breach time and escalation procedures
- Successfully implemented Knowledge Management process in ServiceNow
- Responsible for on-going enhancement and maintenance of ServiceNow platform
- ServiceNow application development; including creation and configuration of Service Catalogs, Email Notifications, Data imports and exports and Reports.
ServiceNow Developer
ABB
08.2017 - 07.2018
- Worked with client on functional requirements within Service Now
- Responsible for Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog management
- Providing solutions and standardize ITSM process to meet customer requirements and responsible for coordinating Problem Management and Incident management teams
- Tracking of Incidents from creation to closure, with timely communication to business
- Monitoring service level agreement (SLA's) and operation level agreement (OLA's)
- Involved in developing Workflows for tasks that were repeatedly employed, and approvals required
- Worked on Email Templates and Notifications
- Defining SLA's and OLA's for incidents with proper breach time and escalation procedures
- Successfully implemented Knowledge Management process in ServiceNow
- Responsible for on-going enhancement and maintenance of ServiceNow platform
- ServiceNow application development; including creation and configuration of Service Catalogs, Email Notifications, Data imports and exports and Reports.
BMC Developer
Atheeb
03.2014 - 05.2017
- Responded to requests for customization and improvement activities in Remedy suite through forms and workflows
- Involved in enhancements of project by using workflows
- Integration with third party applications by using web services
- Involved in Monitoring AR Servers and maintaining servers
- Involved in configuring supporting data (Customer) required for applications
- Approval of changes in change management
- Configuring new users, providing group access
- Have worked on configuration of Foundation data
- I.e., Location, Company, and Support Groups, People, Category, assignment routing, Viewing and modifying standard configuration data assigning roles and permissions, creating support groups
- Understand functionality of customer requirements
- Preparing user documentation
- Resolving Remedy related incidents from Customers
- Generating reports.
Education
Bachelor's degree - Electrical and Electronics Engineering
SV University
India01.2011
Skills
- HTML, JavaScript, CSS
- Oracle 11g/10g/9i, DB2
- ServiceNow
- BMC Remedy
- Javascript
- ITIL
- Team Leadership and Mentoring
- Requirement Gathering and Analysis
- Project Management
Certification
- Service Now Certified System Administrator
- Certified in ITIL V3 Foundation
- ServiceNow Certified Implementation Specialist - Customer Service Management
- ServiceNow Certified Implementation Specialist - IT Service Management
- Micro Certifications: Agile Development 2.0 and Test Management 2.0 Implementations, Application Portfolio Management Fundamentals, Customer Service Management, Flow Designer Fundamentals, Integration Hub Fundamentals, Performance Analytics, Predictive Intelligence
Timeline
Sr. ServiceNow Developer/Team Lead
Church & Dwight
06.2023 - Current
ServiceNow Developer/ Offshore Lead
BT
08.2020 - 06.2023
ServiceNow Developer
Swiss re
09.2019 - 06.2020
ServiceNow Developer /Onsite Lead
Atradius
09.2018 - 07.2019
ServiceNow Developer
ABB
08.2017 - 07.2018
BMC Developer
Atheeb
03.2014 - 05.2017
Bachelor's degree - Electrical and Electronics Engineering
SV University
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