It Service User Experience

Naveen Yeluru

• 849-***-**** • **************@*****.*** • www.linkedin.com/in/naveenyeluru8498

Dedicated ServiceNow Developer with extensive experience in IT Service Management (ITSM), IT Operations Management (ITOM), Integrations. Seeking to leverage my expertise in ServiceNow implementation, workflow automation, and system integrations to enhance the IT service management processes at TechConsonance Pvt Ltd. Committed to utilizing my skills to develop innovative solutions that drive efficiency, streamline operations, and improve user experience.

Experience:

2023 – PRESENT

ITSM Developer (ServiceNow) & Administration TechConsonance Pvt Ltd.

Worked closely with IT teams and business stakeholders to develop and implement ServiceNow solutions, including ITSM, ITOM, and ITAM modules, leading to streamlined operations and enhanced service delivery.

Managed Incident Management and Change Management modules, improving ticket resolution processes and ensuring efficient change approvals to enhance service quality.

Implemented automation of service requests and integrated ServiceNow with third-party applications like Zabbix, PRTG, Twilio, and PagerDuty, resulting in a 25% reduction in manual tasks and improved operational efficiency.

ServiceNow Implementation and support

TechConsonance Pvt ltd

Played a pivotal role in implementing ServiceNow platform upgrades and new module deployments, which led to enhanced system performance and improved user experience

Performed system analysis and process analysis to inform decisions on system enhancements and workflow optimizations, ensuring alignment with business objectives

Key contributor in system maintenance and user training, ensuring consistent system uptime and user proficiency across all ServiceNow operations

Skills:

ServiceNow Development: Automation, Flow Designer, Script Includes, Service Portal

ServiceNow Administration: User and Role Management, Instance Configuration, Update Sets, Data Imports

ITSM & ITOM: Incident, Problem, Change, CMDB, Discovery, Service Mapping

Scripting: JavaScript, BAT script

Integration: REST/SOAP APIs, Integration Hub, MID Server

ITSM Tools: Atlassian Jira, Motadataserviceops

System administration: Linux, Windows, apache2

Languages: Python, SQL

Soft Skills:

Strong problem-solving and analytical abilities.

Effective communication and cross-functional collaboration.

Leadership in IT project management.

Education:

Bachelor of Computer Science and Engineering

Dr. K Institute of Science and Technology, Hyderabad • July 2023

Certifications:

Micro-Certification - Integration Hub

Introduction to ITIL® V4

Now Assist Executive Micro Cert

Micro-Certification - Welcome to ServiceNow

Machine Learning with Python

Data Analytics Essentials by CISCO

Data Analytics and Visualization Job Simulation

Accenture North America

Career Essentials in Generative AI

Microsoft and LinkedIn

Contact this candidate