User Experience Case Management

Chathurya Karra

Email: ************@*****.***

Phone: +1-972-***-****

Looking for C2C Roles

Professional Summary:

Total 9+ years of excellent experience in the Design, Implementation, Development, Maintenance, and Administration of ITSM, ITOM, ITBM, ITAM, and HRSD processes.

Expert in advanced development, including next-gen features like AI-powered workflows and predictive intelligence, significantly enhancing operational efficiency and user experience.

Hands-on experience in implementing Employee Center Pro, HR Case Management, and integrating HRSD with Workday and Active Directory, streamlining HR service delivery.

Developed scalable and customizable chatbot solutions to meet diverse business needs, enabling personalized user experiences and supporting various languages and regional preferences.

Built and custom applications using App Engine Studio, incorporating advanced features such as flow automation, data analytics, and integrations within modules and third-party applications.

Strach to end implementation of ITSM Suite(Incident, Major Incident Problem, Change, Request), performed customizations on Employee Center.

Expertise in consolidating and merging multiple ServiceNow instances during mergers and acquisitions, including CMDB alignment, process integration, and module standardization.

Extensive experience in configuring and managing LDAP, Active Directory setups, and access controls to support seamless integration and secure user authentication.

Proficient in implementing Service Catalog and Service Portal solutions, optimizing user experience, and automating request workflows.

Built Service Portal- custom widgets, and pages using Javascript, AngularJS, HTML, CSS.

Configured SAML 2.0 Single Sign-on authentication and OKTA Single Sign-on authentication.

Expertise in creating complex Service catalogs and Access Catalogs- used Catalog Client Scripts, UI Policies, and UI Actions, and built the flow process in Flow Designer.

Moved updates through Update set - Update sources in Test, Stage, and Prod. Been part of the Upgrade process.

Skilled in creating insightful dashboard reports and performing detailed data analysis to drive decision-making processes.

Experience and excellent understanding of Server-side and Client-side API in ServiceNow.

Implemented ITAM which includes Software Asset Management(SAM) & Hardware Asset Management (HAM).

Worked on (ITBM) Project Portfolio Management PPM module to view all the related projects and applications at the same time and track their progress by Gantt charts.

End to End Implementation on SecOps security controls, including access controls, data protection, and incident response procedures, configuring and conducting security assessments, risk assessments, vulnerability scans, GRC profiles, Citations, Policy statements, mapping profiles, and policy statements, Controls, and Test plans.

Experienced with Case Applications in CSM (Customer Service Management) in solving the root cause and reducing the reasons for customers calling for help.

Extensive experience of integrating with 3rd party tools with SOAP and REST Web services.

Experienced with working on Queue management on HR case Management.

Deployed integrations with multiple middleware solutions, optimizing data flow and process automation across ITSM and ITOM.

Implemented ITOM- MID-Server installation, CMDB(CI Hierarchy), Discovery, Probes and Sensors, Identification and reconciliation Rules, Patterns, CI relationship, Dependency View review, and Service Mapping.

Configured CMDB to third-party tools using REST API and Transform maps. Integrated with Multiple data sources like AWS, Azure, SCCM, and CSDM.

TECHNICAL SKILLS:

Programming languages: C, C++, CSS, HTML5, SQL, jQuery, Ajax, JavaScript, AngularJS, Python.

Operating Systems: Windows, Mac OS, Linux

Databases: Oracle, Microsoft SQL Server, DB2, Apache Tomcat.

EDUCATION DETAILS:

Master’s: University of North Texas (June 2018)

Bachelor’s: Jawaharlal Nehru Technological University (May 2013)

Certifications:

Certified System Administrator

Certified ITIL Foundation

Certified Application Developer

Professional Experience:

Meijer, Michigan Feb 2022 -Present

Role: Sr.ServiceNow Developer/Admin

Responsibilities:

Implemented, customised, and maintained ITIL modules, including Incident, Change, Problem, Request, Knowledge, Service Portal, and CMDB.

Integrated ITSM with external systems such as Jira, Active Directory, and third-party monitoring tools using REST and SOAP APIs, ensuring seamless data exchange and process automation.

Led HRSD process transformation workshops, defining business needs and translating them into scalable ServiceNow solutions.

Acted as a Business Process Consultant (BPC) by optimizing HR case workflows and ensuring alignment with HR compliance policies.

Implemented HRSD case deflection strategies, integrating AI-driven recommendations to reduce manual case handling.

Developed Service Catalog Items and request processes for Microsoft Azure which includes creating new catalog items, and designing workflows and execution plans .

Developed front-end forms, associated Client Scripts, and UI policies, including advanced customizations that require the development of UI Pages and Widgets to hold reusable code and embed it within the Service Catalog form.

Configured advanced LDAP integration for user provisioning and single sign-on (SSO) setups, enhancing security and ease of access.

Configured MID Server on Dev, UAT, Stage, PROD, and Production Instances.

Integrated SNOW with third-party systems and applications using RESTful APIs, web services, and an integration hub.

Integrated Python-based Machine Learning models to enhance automation in incident management, service requests, and CMDB updates, using script includes and the REST API.

Developed solutions using JavaScript, Ajax, Web Services REST, SOAP API, and other web technologies to integrate ServiceNow with internal/ external systems and tools.

Worked on Service Portal to implement Widgets, Pages, Instances, Angular Templates, Factors, and Services using CSS, HTML, Angular JS, and Glide APIs .

Utilized agile methodologies (SAFe, Scrum, Kanban) to drive project efficiencies and improvements.

Developed and enforced asset management policies and procedures, ensuring consistency and compliance across the organization.

Developed standardized asset tagging and labeling practices to facilitate easy identification and tracking of both hardware and software assets.

Developed custom ITOM applications, and enhanced operational workflows and integrations with third-party monitoring tools.

Implemented ITOM solutions focusing on Discovery and Service Mapping, automating IT operations, and providing real-time IT infrastructure visibility.

Worked on CMDB, CMDB Data modeling, CMDB Audits, Discovery, Service Mapping, and Orchestration.

Worked on Service Mapping to get information about Business Services by working with business owners to make sure all the devices were discovered and properly placed.

Implemented bulk data ingestion via import sets and developed custom discovery patterns, enhanced CMDB accuracy, and extended discovery to include non-standard assets, reducing manual errors and costs.

Implemented and maintained CMDB in alignment with ITIL and CSDM models, ensuring compliance with governance standards and supporting custom products and COTS applications.

Enhanced CMDB data quality and governance by managing CI creation and ensuring adherence to configuration standards, effectively supporting ITSM processes like Incident, Problem, and Change Management.

Worked closely with cross-functional teams to ensure consistent communication and successful implementation of CMDB standards across the organization.

Championed the adoption of the CSDM framework to standardize and improve data management practices across enterprise applications, ensuring high-quality data governance.

Managed the transition of legacy systems to advanced data management frameworks in line with CSDM guidelines, facilitating improved data accessibility and system interoperability.

Implemented best practices for CSDM to ensure accurate, uniform data across enterprise systems, enhancing the reliability and usability of IT service management data.

Developed a comprehensive dashboard for C-level executives to monitor GRC metrics in real time, facilitating informed decision-making and strategic risk oversight.

Developed audit trails and compliance reports with GRC, enhancing organizational transparency and accountability.

Automated many GRC processes, such as compliance checks and risk assessments. This not only saved time but also reduced the chances of human error.

Implemented Vulnerability Response workflows, enhancing security posture by efficiently managing and mitigating vulnerabilities.

Integrated Qualys to automate the ingestion and management of vulnerability scan data, enhancing the speed and accuracy of security response strategies.

Created, Developed, and implemented HR cases for automated HR processes, such as employee onboarding and offboarding.

Integrated HR knowledge base within that to provide employees with easy access to HR policies, procedures, and guidelines.

Developed and enhanced HR case management capabilities, enabling streamlined handling of employee inquiries and requests, and ensuring timely resolution and increased employee satisfaction.

Developed custom applications within CSM to address unique business needs, improving customer service processes and outcomes.

Customized CSM workflows and interfaces to meet specific business requirements, enhancing operational efficiency.

Led the integration of CSM systems with CRM platforms, ensuring seamless data flow and a unified view of the customer journey, contributing to improved customer retention.

Managed and resolved customer service inquiries and issues using CRM ticketing systems, enhancing workflow efficiency and customer service quality.

Toyota, Tennessee Apr 2020 – Nov 2021

Role: ServiceNow Developer/Admin

Responsibilities:

Integrated ITSM with other business systems and applications, ensuring seamless data exchange and process continuity.

Implemented and monitored key performance indicators (KPIs) and metrics to track the effectiveness of ITSM processes and identify areas for improvement.

Designed HRSD roadmap and process standardization strategies, enhancing cross-functional collaboration for HR service delivery.

Facilitated requirement gathering sessions as a BPC, ensuring HRSD configurations met global HR compliance standards.

Optimized HR knowledge base workflows, improving self-service adoption and reducing HR case volume.

Involved in the Creation and modification of various UI Policies, Data policies, Client scripts, Business Rules, and Scripts including UI Actions.

Integrated best practices in ITIL and agile methodologies to ensure roadmaps were both visionary and practical, facilitating smooth implementation and scalable growth.

Configured agile workflows in Demand Management to align IT services with business priorities and improve project tracking efficiency.

Utilized REST Web Services for bidirectional connectivity between ServiceNow and Jira.

Worked on Service Portal enhancement and development best suited for the requirement.

Designed a robust Service Portal framework tailored for improved navigation, integrating role-based access for streamlined user experiences.

Played a key role in enhancing the Employee Center to better meet the evolving needs of the organization.

Developed an employee service portal with an intelligent chatbot, increasing self-service.

Utilized ATF for automating testing processes, CI/CD pipelines, and application deployment strategies.

Utilized Python for scripting in Orchestration, automating cross-platform actions, and reducing manual intervention.

Developed seamless integration between ServiceNow and Jira, leveraging REST APIs for data synchronization and efficient issue tracking.

Designed and executed ITOM solution designs for complex environments, recommending best practices and system improvements.

Conducted CMDB audits and reconciled data from legacy systems into a unified CMDB structure, adhering to ITIL and CSDM standards.

Implemented service modeling for middleware in CMDB, improving asset visibility and control.

Managed the Configuration Control Board (CCB) and the Identification and Reconciliation Engine (IRE) to ensure CMDB accuracy, align CI updates with business and compliance, and boost operational efficiency.

Optimized the data population process for configuration items (CIs) by working closely with the technical team to ensure accurate and timely data updates into CMDB and AMDB.

Executed comprehensive data audits to continuously improve the accuracy and completeness of the CMDB, proactively identifying and resolving discrepancies.

Managed custom integrations for CMDB with external tools, ensuring seamless data flow for a more robust and dynamic asset and configuration database.

Integrated application management to feed data into the Business Services class and established Service Mapping relationships through server and database discovery.

Implemented specialized modules like HR Case Management and Test Management as a Developer and Administrator.

Implemented HR Performance Analytics to monitor and report on key HR metrics, providing actionable insights that helped in strategic decision-making and process improvements.

Customized onboarding/offboarding workflows in HRSD, cutting processes and enhancing employee experience.

Implemented and integrated HAM and SAM solutions to ensure efficient management of both hardware and software assets within the organization.

Implemented continuous improvement processes for SAM and HAM, utilizing feedback and data analysis to refine asset management practices, enhancing operational efficiency.

Integrated GRC practices into our business continuity planning, ensuring that we were prepared for any disruptions. This included developing contingency plans and conducting regular drills.

Analyzed data from GRC tools to improve our risk mitigation strategies, ensuring that we were effectively addressing potential risks and maintaining compliance.

Orchestrated the upgrade of GRC modules, which included custom enhancements to support evolving compliance as per business requirements.

Customized Qualys dashboards for real-time visibility into vulnerability and compliance statuses, enabling proactive security measures.

Integrated BCM with ITSM and CMDB, enabling real-time impact assessment of infrastructure failures on business operations.

Conducted risk assessments using BCM Risk Register, identifying key vulnerabilities and mitigation strategies.

Performed end-to-end testing of BCM processes, including simulated disaster recovery (DR) and crisis management scenarios, to validate organizational resilience.

Built custom dashboards and reports for BCM metrics, providing executives with real-time insights into business resilience readiness and compliance status.

Optimized BCM approval workflows, ensuring business continuity plans undergo thorough review cycles before implementation.

NFP, Texas Aug 2018 – Mar 2020

Role: ServiceNow Admin

Responsibilities:

Developed and implemented incident workflows and escalation rules to improve response times and service levels.

Created problem records, managed root cause analysis, and implemented permanent solutions to prevent future incidents.

Implemented ITIL processes (incident, problem, change, knowledge) to enhance ITSM efficiency in ServiceNow.

Utilized ITIL 4 value stream mapping to streamline service management processes, speeding up service delivery and cutting costs.

Developed and maintained Change Management process with automated approvals and workflow optimizations using business rules, client scripting, and task-based strategies.

Utilized App Engine Studio for building and deploying tailored applications, streamlining various business processes.

Applied Agile methodologies in the development and deployment of applications using App Engine Studio.

Integrated Event Management with ITOM modules, enabling automated service impact analysis and real-time alerts.

Configured LDAP synchronization for user groups, enhancing access controls and alignment with organizational policies.

Developed custom widgets for Service Portal to address unique business requirements, improving user engagement and satisfaction.

Worked with the Service portal and developed custom widgets to meet the requirements of product owners.

Implemented advanced UI features and integrations, showcasing the versatility of UI Builder in creating tailored solutions for complex requirements.

Have worked in Agile methodology following the sprint planning and working on stories as assigned.

Worked on the SSO Integration using Digest token and customized Login process to use SAML 2.0.

Executed strategic enhancements to existing ITOM implementations, improving process efficiency and system reliability.

Led CMDB integration projects to ensure data accuracy and compliance with the CSDM framework, significantly reducing data discrepancies.

Worked with SNOW integration to maintain CMDB and data integrity.

Effectively managed HR case workflows and developed comprehensive HR knowledge bases within ServiceNow HRSD.

Led the integration of HR systems with Snowflake, centralizing employee data in a secure, scalable cloud data warehouse, and enhancing data analysis capabilities while ensuring compliance with data privacy standards.

DELL Hyderabad, India Jun 2013 – Dec 2016

Role: UI Developer

Responsibilities:

Developed UI pages using HTML, XUL, DHTML, XSL/XSLT, XHTML, DOM, CSS, JSON, JavaScript, JQuery and AJAX.

Created XHTML pages with CSS and the Box Model.

Developed the presentation layer using JSP, HTML, CSS, and client-side validations using JavaScript.

Developed websites using HTML5, CSS3, JavaScript, jQuery Google Maps API, XML, and AJAX.

Designed Frontend within object-oriented JavaScript frameworks like Angular.JS, Node.js, and Ext.js.

Involved in designing, and creating, business data using Oracle as a database.

Developed UI for Customer Service viewing Technical Design Documents.

Implemented page designs in standard-complaint dynamic HTML and CSS.

Used CSS in web pages to separate presentation from structure.

Environment: HTML, CSS, JavaScript, JQuery, Dreamweaver CS5, AJAX, JSON, XPATH.

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