ServiceNow Developer

AMULYA CHANDRIKA POTNURU

**********@*****.*** • 806-***-**** • LinkedIn

SKILLS

Languages: Python, JavaScript, C Tools: Advanced MS Excel, Visio, Cognos, Power Bi, Tableau Cloud: IBM Cloud, AWS, Azure Database: SQL Methodologies: Agile Web Technologies: HTML/CSS EXPERIENCE

TEXAS TECH UNIVERSITY, Texas, United States Sep 2022– May 2024 ServiceNow Developer

• Designing and building custom-scoped applications on the ServiceNow platform to meet specific business requirements. Utilized Studio IDE to develop, troubleshoot, and debug applications, ensuring optimal performance and functionality.

• Creating and Managing UI Actions, Developed and managed UI Actions within the ServiceNow platform to create custom buttons, links, and context menu items.

• Involved in managing system configurations, gathering and documenting user and process requirements, creating and developing Workflows.

• Involved in configuring the Business Rules, Client scripts, UI Policies, and Access Lists in ServiceNow.

• Leveraged ServiceNow’s Automated Test Framework (ATF) to automate the testing of applications and configurations.

• Engineering Workflows, Designed and implemented complex workflows using Flow Designer and Workflow Editor to automate and streamline business processes within the ServiceNow platform.

• Expertise in designing and configuring ITSM and customizing applications using JavaScript and HTML in ServiceNow.

• Configuring Agent Assist Functionalities within ServiceNow to provide real-time support and suggestions to service agents. Experience with ITSM and ServiceNow Modules demonstrated expertise in IT Service Management (ITSM), including Incident, Problem, Change, and Request Management.

• Configured and managed Service Catalog, Knowledge Management, and other ITSM modules. Applied database design schemas, data modeling, and workflow design principles to optimize platform efficiency. WIPRO PVT LMT, India Jan 2021 - Aug 2022

ServiceNow Administrator

• Leveraged my expert knowledge of the ServiceNow platform to handle incident management tasks efficiently.

• Deployed many stories and ServiceNow releases.

• Testing, conducted comprehensive testing of applications using ServiceNow's Automated Test Framework (ATF), including unit tests, integration tests, and user acceptance tests (UAT).

• Adherence to Service Level Agreements (SLAs), ensuring that all incident management activities comply with established SLAs, which define the expected response and resolution times.

• Effective incident management requires collaboration, so I regularly coordinated with various stakeholders, including IT teams, and service desk personnel.

• Experience in Implementation, design, development, documentation, deployment, and post-production support following software lifecycle.

• Expert in ServiceNow with experience in implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, and change management with extensive knowledge of Content Management Systems.

• Designed and developed custom solutions within the ServiceNow environment, including new applications and modifications to existing forms, flows, workflows, UI policies, UI actions, Business Rules, ACLs, and other configurations. Utilized UI Builder to create and customize user interfaces, enhancing the overall user experience and meeting client-specific needs.

• Adaptive to the team environment and has the capability of completing complex tasks independently.

• ServiceNow Certifications - ServiceNow Certified System Administrator.

• Micro Certifications - Automated Test Framework, Flow Designer, Agile, and Test Management Implementation. PHILIPS, India - Signify Innovations India Limited Jan 2018 - Dec 2020 Internship - ServiceNow Associate Support Specialist

• Understanding of the ServiceNow platform customer service concepts and management for ticket management.

• Expert in ServiceNow with experience in implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, and change management with extensive knowledge of Content Management Systems.

• Raised service requests and tasks with end-to-end connection with the customers and helped them with tracking the requests.

• Actively engage with the end user to achieve a high level of customer satisfaction.

• Utilize various communication methods (E-mail, IM, and Phone) to provide support to the end-user.

• Demonstrated empathy and patience in resolving customer concerns, resulting in improved overall satisfaction ratings.

• Received commendations from clients for exceptional customer service. FIVERR, United States Sep 2018 – Dec 2023

Freelancer – Video Content Editor

• Produced high-quality video content tailored to clients' specifications, incorporating their branding, messaging, and creative vision.

• Demonstrated strong communication and project management skills, effectively collaborating with clients.

• Managed multiple projects simultaneously, adhering to deadlines and communicating effectively with clients to deliver exceptional results.

PROJECTS

• Network Intrusion Detection System using Deep Learning Algorithms and enhancement using GAN - Detecting the advanced attacks in the network using Deep learning algorithms by Generative Adversarial Network.

• Implementation of Data Encryption and Decryption techniques based on Graph Theory - High-speed symmetric key block cipher algorithm, leveraging the advantages of security and simplicity.

• Heart Disease Prediction using Machine Learning and IBM Cloud - This System Predicts the rising possibilities of heart disease. The Datasets are processed in Python programming using the Random Forest Algorithm. INTERNSHIPS

• DOUBTNUT, India – Solutions Oriented Professional - Developed engaging and informative educational content for mathematics, catering to the needs of students at different academic levels by designing effective solutions to address complex academic problems, and by collaborating with subject matter experts.

• RINL, Visakhapatnam Steel Plant, India - Acquired practical experience in Enterprise Resource Planning (ERP) systems, gaining proficiency in utilizing ERP software and operational efficiency.

• HMI Engineering, Robo Coupler, and Innovation Valley, India - AIR with ALEXA Collaborated with the team to explore and implement innovative solutions for integrating Alexa with AIR (Artificial Intelligence for Robo Coupler), enhancing user interaction and control through voice commands and IoT functionalities. CERTIFICATIONS

• IBM Data Analytics with Excel and R.

• AZURE Fundamentals in Microsoft.

• IOT Embedded Systems by the University of California.

• Python For Everybody by the University of Michigan. EDUCATION

• TEXAS TECH UNIVERSITY, Texas, United States

Master of Science in Computer and Information Sciences

• ANDHRA UNIVERSITY COLLEGE OF ENGINEERING, India

Bachelor of Technology in Computer Science and Networking

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