Summary
Overview
Work History
Education
Skills
Websites
Certification
LINKEDIN PROFILE
Timeline
Generic

SAI CHARAN GIDIGE

Cincinnati

Summary

With over 6 years of experience, I have honed my skills as a ServiceNow developer, specializing in configuring and customizing ServiceNow ITSM,CMDB,ITOM,ITSM and ITBM modules tailored to mobile repairing operations. Collaborating closely with mobile repair teams, I've adeptly gathered business requirements and translated them into efficient workflows for incident and change management within ServiceNow. Additionally, I've implemented Service Catalog items to streamline the process of requesting repair services and spare parts. Moreover, I've provided comprehensive user training and support to ensure smooth adoption and utilization of ServiceNow solutions in the mobile repair domain. With a proven track record of delivering successful ServiceNow implementations and driving process improvements, I excel in leveraging technology to enhance operational efficiency and drive business outcomes.

Overview

6
6
years of professional experience
2
2
Certification

Work History

ServiceNow Developer

Srima Tech LLC
05.2024 - Current
  • Used ASP.NET, JavaScript and SQL Server to develop new applications.
  • Conducted scheduled system upgrades to maximize performance.
  • Developed and implemented personalized client solutions using programming language expertise.
  • Participated in design and planning exercises for future software rollouts.
  • Designed and developed application scripts for test scenarios.
  • Created software applications for Mac and Windows systems.
  • Resolved system test and validation problems to provide normal program functioning.
  • Designed new features for mobile apps to provide mobile functionality for brand features.
  • Translated technical concepts and information into terms parties could easily comprehend.
  • Corrected, modified and upgraded software to improve performance.
  • Designed and developed forward-thinking systems that meet user needs and improve productivity.

Service Now Developer/Administrator

SVK Systems
05.2022 - 05.2024
  • Led workshops and training sessions for end-users to enhance their understanding of ServiceNow functionalities and encourage adoption across the organization.
  • Spearheaded the development and implementation of ServiceNow Service Catalog items to streamline service request processes and improve user satisfaction.
  • Worked closely with system architects to design and implement ServiceNow integrations with third-party applications, enabling seamless data exchange and workflow automation.
  • Monitoring and responding to customer-reported incidents promptly.
  • Involved in tracking, prioritizing, and resolving issues to minimize customer impact.
  • Handling customer cases through their lifecycle, from creation to resolution, including logging, assigning, and providing updates.
  • Creating, updating, and maintaining a knowledge base with articles, FAQs, and troubleshooting guides to assist customers and agents independently.
  • Identifying and escalating issues requiring additional attention or expertise to ensure timely resolution and customer satisfaction.
  • Analyzed user feedback and system usage data to identify areas for ServiceNow optimization and enhancement.
  • Supported the ServiceNow governance board in defining policies, standards, and guidelines for platform usage and configuration.
  • Collaborated with stakeholders to prioritize requirements and define user stories for ServiceNow ITSM and ITBM module customization.
  • Implemented custom reporting solutions in ServiceNow to track key performance indicators (KPIs) for mobile repair operations.
  • Developed and maintained automated regression test suites to ensure ongoing system stability and reliability.
  • Conducted root cause analysis on recurring issues and implemented preventive measures to minimize future incidents.
  • Participated in sprint planning, stand-up meetings, and retrospective meetings to align testing activities with development goals.
  • Provided technical expertise and guidance during ServiceNow platform evaluations and selection processes.
  • Collaborated with ServiceNow administrators to troubleshoot and resolve platform-related issues and performance bottlenecks.

Service Now Developer/Administrator

Tata Consultancy Services
07.2021 - 07.2022
  • Conducted thorough assessments of existing ServiceNow configurations and workflows, identifying areas for improvement and optimization to enhance overall system performance.
  • Facilitated user acceptance testing (UAT) sessions to gather feedback and validate the functionality of newly implemented ServiceNow features and enhancements.
  • Implemented ServiceNow performance analytics solutions to track and analyze key metrics, enabling data-driven decision-making and continuous improvement initiatives.
  • Developed custom ServiceNow applications and modules to address specific business requirements and automate manual processes, improving operational efficiency and productivity.
  • Collaborated with cross-functional teams to design and implement ServiceNow service portals and self-service solutions, empowering end-users to resolve issues independently and reduce dependency on IT support.
  • Conducted regular code reviews and quality assurance checks to ensure adherence to ServiceNow development best practices and coding standards.
  • Provided technical guidance and mentorship to junior ServiceNow developers, fostering their professional growth and development within the organization.
  • Played a key role in the evaluation and selection of ServiceNow plugins and extensions, assessing their compatibility and suitability for integration with existing systems and workflows.
  • Developed and maintained comprehensive documentation for ServiceNow configurations, customizations, and integrations, ensuring knowledge transfer and continuity of operations.
  • Actively participated in ServiceNow community forums and user groups, staying informed about the latest trends, updates, and best practices in ServiceNow development and administration.

ServiceNow Consultant/ Developer

Sutherland Global Services
08.2019 - 05.2021
  • Conducted extensive regression testing to ensure software updates and enhancements did not negatively impact existing functionalities.
  • Collaborated with product owners and stakeholders to understand business requirements and translate them into comprehensive test cases.
  • Conducted regular performance tuning and optimization of ServiceNow instances, ensuring efficient use of system resources and optimal response times.
  • Led the implementation of ServiceNow IT Asset Management (ITAM) solutions, enabling effective tracking and management of hardware and software assets across the organization.
  • Designed and implemented ServiceNow Discovery and Service Mapping processes, automating the identification and mapping of IT infrastructure components to support configuration management and incident resolution.
  • Integrated ServiceNow with third-party systems and tools such as Jira, Slack, and Salesforce, streamlining communication and data flow between different platforms.
  • Developed and deployed custom ServiceNow workflows and business rules to automate approval processes, notifications, and other routine tasks, reducing manual effort and enhancing operational consistency.
  • Conducted regular security assessments and audits of ServiceNow environments, implementing measures to mitigate vulnerabilities and ensure compliance with industry regulations and internal security policies.
  • Collaborated with business stakeholders to define and prioritize ServiceNow roadmap initiatives, aligning development efforts with organizational goals and strategic priorities.
  • Implemented ServiceNow Service Catalog enhancements, including dynamic forms, multi-level approvals, and catalog item bundling, to improve the user experience and increase service request efficiency.
  • Provided ongoing support and troubleshooting for ServiceNow users, addressing technical issues, answering questions, and facilitating training sessions to promote user adoption and proficiency.
  • Actively contributed to the ServiceNow developer community by sharing insights, best practices, and code snippets, fostering collaboration and knowledge exchange among peers.
  • Collaborated with cross-functional teams to identify and address quality issues early in the development lifecycle.
  • Proactively identified opportunities for process improvement and implemented changes to enhance overall testing efficiency and effectiveness.

Education

Master of Science - Information Technology

University of Cincinnati
Cincinnati, OH
01.2023

Bachelor of Science - Information Technology

Gurunanak Institutions Of Technical Campus
01.2021

Skills

  • ServiceNow Platform Knowledge: Configuration Management Database (CMDB), ServiceNow modules (ITSM, ITOM, ITBM, HR Service Delivery, etc), Scripting in ServiceNow (JavaScript, GlideScript), ServiceNow APIs (REST, SOAP), UI Policies, UI Actions, Business Rules
  • ServiceNow Development: Custom Application Development, ServiceNow Studio, Application Scope and Security, ServiceNow Workflows, ServiceNow Integration Hub
  • ServiceNow Best Practices: Governance and Compliance Standards, Change Management in ServiceNow, Performance Optimization Techniques, Incident, Problem
  • Technical Proficiency: Database Management (MySQL, SQL Server), Web Technologies (HTML, CSS, XML), Version Control Systems (Git, SVN), Understanding of ITIL Framework, Agile and Scrum methodologies
  • Communication and Collaboration: Requirement Gathering and Analysis, Stakeholder Communication, Cross-Functional Collaboration, Training and Support for End-Users
  • Problem Solving and Troubleshooting: Debugging ServiceNow Scripts, Identifying and Resolving Technical Issues, Root Cause Analysis, Incident Management
  • JavaScript programming
  • Workflow configuration
  • Incident management
  • Asset management
  • Functionality support
  • Database configuration
  • Application design
  • RESTful apis
  • Event management

Websites

Certification

  • CSA (Certified Systems Administrator)
  • CAD (Certified Application Developer)

LINKEDIN PROFILE

LinkedIn: https://www.linkedin.com/in/sai-charan-b27555188/

Timeline

ServiceNow Developer

Srima Tech LLC
05.2024 - Current

Service Now Developer/Administrator

SVK Systems
05.2022 - 05.2024

Service Now Developer/Administrator

Tata Consultancy Services
07.2021 - 07.2022

ServiceNow Consultant/ Developer

Sutherland Global Services
08.2019 - 05.2021

Bachelor of Science - Information Technology

Gurunanak Institutions Of Technical Campus

Master of Science - Information Technology

University of Cincinnati

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