Lohitha Madhulika Chintala

• Implemented and configured ServiceNow modules, including Incident Management, Problem Management, Change Management, Service Catalog, and CMDB, to streamline IT service delivery processes.
• Developed custom applications, modules, and workflows tailored to meet specific organizational requirements, ensuring seamless integration with existing systems.
• Led the migration of legacy IT service management processes to ServiceNow, resulting in a 30% improvement in response and resolution times.
• Collaborated with cross-functional teams to gather requirements, design solutions, and deliver high-quality ServiceNow implementations on time and within budget.
• Conducted regular system audits, performance tuning, and troubleshooting to maintain the stability and optimal performance of the ServiceNow platform.
• Provided end-user training and support, empowering staff to leverage ServiceNow functionalities effectively and efficiently.
• Implemented ITIL best practices and ensured compliance with industry standards, enhancing the overall IT service management framework.
• Maintained applications to keep software current with necessary software updates and upgrades.

• Worked closely with clients to understand their business processes and requirements, providing expert guidance on ServiceNow best practices and solutions.
• Designed and implemented ServiceNow integrations with third-party applications and tools, improving data accuracy and reducing manual data entry efforts by 40%.
• Conducted feasibility studies and impact analyses for ServiceNow upgrades, ensuring seamless transitions and minimal disruption to ongoing operations.
• Collaborated with development teams to create custom scripts, business rules, UI policies, and client scripts to enhance the ServiceNow platform's functionality.
• Prepared and maintained detailed documentation, including system specifications, design documents, test plans, and user manuals.
• Discussed issues with team members to provide resolution and apply best practices.

• Administered and maintained the ServiceNow platform, including user access, security, and system configurations.

• Collaborated with stakeholders to gather requirements and implement ServiceNow enhancements and improvements.

• Managed the ServiceNow Service Catalog, creating and maintaining service request items, variables, and approvals.

• Supported the change management process by configuring and customizing ServiceNow's Change Management module.

• Provided user support and training, resolving issues and ensuring users could effectively utilize ServiceNow.

• Conducted regular platform upgrades and patches to keep the system current and secure.

• Worked closely with the IT service desk to identify and implement automation opportunities to improve incident and request management.

• Assisted in the creation and enforcement of IT policies and procedures within the ServiceNow platform.

• Learned new materials, processes, and programs quickly.
• Participated in on-the-job training, working closely with supervisors and coworkers and asking appropriate questions.
• Attended training courses to build understanding of processes, techniques, and industry.
• Shadowed senior team members to learn all related jobs and tasks.
• Collaborated with employees from various backgrounds.
• Established lasting relationships with peers, leadership and customers using strong communication and interpersonal skills.
• Acted with integrity, honesty and knowledge to promote culture of company.