HANUMATH (J) BHAGAVATULA
ITSM & SERVICE NOW CONSULTANT
Experience
Sep 2023 - Aug 2024
1 year Lübeck, Germany
ServiceNow Developer
Dräger
- Developer for ServiceNow (ITSM & CSM), working for an agile project team in implementing customers' automated IT and business processes.
- Implementation/development of standard solutions in our customer projects or develop individual customer applications in ServiceNow.
- Together with our consultants, designing and implementing technical solutions for our customers.
- Providing continuous support to customers in transferring the ServiceNow solution into productive operation and ensuring that the implementation continues to function after go-live
- Working on Production issues and bug Fixing.
Apr 2023 - Jun 2023
3 months Frankfurt, Germany
Freelancer (Self Employed)
ING
- As a consultant and developer, responsible for the configuration and development of new process creation for the customer.
- Analyze the impact of new requirements and provide solutions according to best practices using low code approaches of medium and high complexity.
- User stories implement and develop customer requirements using Client Scripts, Business Rules, UI policies, and Script Includes. Security Rules.
- Experience in upgrading the Service Now platform/changes to the productive solutions in an Agile approach.
- Worked on Service Catalog, which includes implementing new catalog items, and designing workflows and execution plans.
- Involved in production support on Incident Management and provided fixes.
- Service Now Administration. (Release management activities).
Aug 2022 - Feb 2023
7 months Stuttgart, Germany
Solution Architect
Nuvolax
- Customer onboarding and analyzing the impact of new requirements and development of standards for projects. Manage and maintain the customer enhancements/change requests as per Service Now SLA.
- Creation of roadmap & stories, implementation and development of customer requirements using Client Scripts, Business Rules, UI policies, and Script Includes.
- Experience in upgrading the Service Now platform/changes to the productive solutions in an Agile approach.
- Working knowledge of IT operations management and CMDB processes (Event Management, Discovery, Service Mapping)
- Advocate Service Now best practices to colleagues and customers and conduct customer workshops including documentation
- Mentoring Other Consultants on ITSM-related technical assignments.
- Integrations: Webservice Integrations (REST), Microsoft 365 Exchange Integration, Service Graph Connectors Integration
Jan 2019 - Jul 2022
3 years 7 months India
Senior ServiceNow Consultant
Centurion Software Solutions
- Responsible for deploying and driving the Service Now platform and portal Management Implementations
- Led Service Now customizations (using Business Rules, Glide Record Operations, UI policies, Data Policies, UI Scripts, workflow administration, data imports and exports.)
- Manage and maintain the customer Enhancement / Change requests as per Service Now SLA.
- Led and implemented the release management activities of various instances
- Driving various Integrations tasks to support ServiceNow implementations using tools/services like MID Server, JIRA, SOAP / RESTful web services, Active Directory for SSO, and Google Custom Search Integration.
- Led various teams including business to create and modify Service Catalogs for new Items, process flows, and workflow designs.
- Using Flow Designer configured flows to manage Incident, change, and problem management.
- Monitor project deliverables and objectives in collaboration with Senior Management Team
Nov 2015 - Dec 2016
1 year 2 months Denmark
Consultant
Adecco A/S
- Migrated update sets to production and handle release management activities
- Chaired meetings in alignment with the PAC processes including change/emergency change advisory board (CAB), Critical Incident Report (CIR), Problem and Release management
- Led and managed Incident, Problem, and Change processes
- Managed End-user requirements and Business rules based on BRD documentation and worked closely with tech leads and Business analysts to understand the current Service Now system.
- Maintain and Monitor Service Level Agreement (SLA) workflow. Created various workflows for Incident Management, Change Management, Service Requests, and SLAs.
- Created Knowledge Articles to document the steps in creating the catalog items.
- Worked in Creating Users, Roles, and Groups and loading the data to Service Now objects using Import Sets on a daily, Weekly, and Monthly basis.
- Run monthly reports and SLA KPIs and present them to senior management
- Worked on Update sets, UI scripts, and Notifications as part of customizing SNOW.
- Developed Service Catalog, which includes creating new, catalog Items and workflows.
- Integrations with SOAP Web services, Restful API, and Active Directory for SSO using SAML 2.0.
Feb 2014 - Dec 2015
11 months India
IT Service Management Consultant
Capgemini
- ITIL Process Owner for Incident, Problem Management, and Change Management. Created and implemented formal SLAs, resulting in reduced response times and increased incident resolution
- Best practices - assess new needs; maintain and update existing documents; ensure checklists are being used when appropriate
- Build and maintain business relationships with clients, vendors, and end-users
- Developed project schedules, and coordinated project status meetings, in all phases of the software development lifecycle.
- Formulating operational improvements and preventive measures and coordinating, them with customers and IT service providers.
Jul 2010 - Nov 2013
3 years 5 months India
Senior Consultant
Hewlett-Packard
- Worked as Change Manager who is responsible for the review, Communication, and Coordination of changes
- Ensure Change management methodology is adopted in all IT initiatives, attend enterprise CAB meetings to review and approve/disapprove changes.
- Developed and implemented Service Level Agreements and Operational Level Agreements.
- Developed project schedules, coordinated project status meetings, and managed resources in all phases of the software development lifecycle.
- Conducted daily reviews on Incident resolution and Service request tickets to ensure timely and efficient resolution.
- Developed and implemented Standard Operating Procedures establishing policies for Incident Management, Service Request fulfillment, and Service Desk Operations.
- Schedule and distribute service tickets among service consultants.
- Conducted training sessions on processes and tools involved.
Nov 2009 - Jun 2010
8 months India
Software Engineer
Radiant Info Systems Ltd
- Manage incident and Problem management
- Assists the Service Level Management Global Process Owner in driving cost optimization for the process.
- Assists the Service Level Management Global Process Owner in standardization to enable offshore targets.
- Actively coordinating & participating in team meetings.
- Developed and implemented Service Level Agreements and Operational Level Agreements.
- Run monthly reports and SLA KPIs and present them to senior management.
Sep 2007 - Jun 2009
1 year 10 months India
Consultant
Capgemini
- Developing and Debugging J2EE applications.
- Provided support to Development, Testing/QA, and Staging environment.
- Assisted in the development and design of Remedy for incident, problem, and project tracking.
Summary
Overall 12+ years of experience within IT including 4+ years in Service now (ITSM, ITOM,ITBM,CSM)
Experience in delivering Service Now Design, Development, and Integrations
Languages
English
Native
Hindi
Native
Danish
Elementary
German
Elementary
Education
Jul 2002 - Jun 2006