Summary
Overview
Work History
Education
Skills
Accomplishments
Technical Proficiencies
Timeline
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Haneesha Modukuri

Haneesha Modukuri

Bristol,United Kingdom

Summary

Accomplished professional with extensive expertise in ServiceNow development, specialising in bug-free development, quality assurance, and agile methodologies. Proven track record in requirement gathering and analysis, troubleshooting, and issue resolution. Adept at continuous process improvement, testing and deployments, and health scan findings resolution. Skilled in JavaScript, HTML, creation of test scripts in ALM and ATF scripts in ServiceNow. Proficient in ITAM integration, incident & case management, change management, SLA adherence, HRSD integrations including GEN AI use cases of HRSD and ITSM. Knowledgeable about COE security policies and HR services. Experienced with business rules, script includes, client scripts, notifications, inbound email actions, system properties as well as UI pages/policies/actions. Expertise extends to ECC retry policy integration using Rest API and Integration Hub with remote instance spoke capabilities. Competent in service catalogues management including record producers and ACL’s scripting actions scheduled jobs.

Overview

7
7
years of professional experience
2017
2017
years of post-secondary education

Work History

Senior analyst/Project

Deloitte
Hyderabad, India
09.2021 - 02.2025
  • Worked on modules ITSM, HRSD and CSM projects as a lead developer
  • ITSM project: we defined change management workflows for Normal and standard changes
  • I have resolved the incidents coming into ITSM queue and connected with ServiceNow raising Hi-tickets if found any system issues
  • I was included in developing stories, and defect fixes in our queue and resolving conflicts in upgrade process
  • CSM project: We defined the flow for our external customers and provide them access to raise cases and resolution
  • Integrated ServiceNow with CIAM (Customer Identity and Access Management) tool to provide external users access to ServiceNow
  • Configured SLAs for case resolutions based on business needs
  • HRSD project: Developed defined onboarding process using HRSD supporting 2 releases for hiring candidates
  • Created custom HR services and related COE security policies, assignment rules, HR templates, activities for onboarding process
  • Integrated ServiceNow with various systems including SAP ECC, DSTART, Success factors
  • Developed Group synchronization API to sync Groups, Group roles, Group members within our ServiceNow environments using OOB plugin 'ServiceNow Remote Instance Spoke' and no code
  • As part of sustainment team, I was included in various activities like deployments, cloning activities, upgrade activities and co-ordinating with various teams on code synchronization during go-live support
  • Created IT to HR transfer of tickets with easily customizable way on different tables Incident, Requested Item and Catalog Task
  • Have explored various GEN AI use cases part of HRSD (case summarization, resolution notes generation and chat summarization)

Senior Developer/Project

Cognizant
Hyderabad
07.2020 - 09.2021
  • Worked as developer in APM module configuring catalog items, record producers and order guides
  • Develop the requirement as per release and document the Functional and Design specifications respectively
  • Design test steps for testing team to perform testing using ALM tool
  • Involved in deployment support with the OPS team

Senior Systems Engineer/Project

Infosys
Hyderabad
12.2017 - 07.2021
  • Involved into deployment activities
  • Active participation in agile calls (Scrum/Retro/Backlog review/ Sprint planning and Capacity planning) scheduled
  • Interacting with the Client to understand business requirements
  • Scheduled triage calls for integration issue with the target system teams
  • Participated in various demo sessions with the client on the developed functionality
  • Implement Rest API to connect ServiceNow to ITAM (Incident management tool)
  • Implemented UI pages on both portal and backend

Education

Bachelor of Electronics and Communication Engineering -

Sathyabama University

Skills

  • Bug free development
  • Quality Assurance
  • Agile and Scrum Methodologies
  • Requirement Gathering and Analysis
  • Troubleshooting and Issue Resolution
  • Continuous process Improvement
  • Testing and Deployments
  • Health scan and findings resolution

Accomplishments

  • Service Now Admin Certification
  • Service Now ITSM specialist certification
  • Service Now Certified Application Developer
  • Human Resources (HR) Implementation and Human Resources Service Delivery (HRSD) Fundamentals on Demand courses
  • ITILV4 certification
  • Safe for Teams training and certification

Technical Proficiencies

  • ServiceNow Development
  • Java script
  • HTML
  • Creation of test script in ALM
  • Creation of ATF scripts in ServiceNow
  • ITAM Integration
  • Incident & Case Management
  • Change Management
  • SLA
  • HRSD
  • Integrations REST/SOAP/IMPORT SET
  • GEN AI use cases of HRSD and ITSM
  • Applications : COE security policies, HR Services, HR assignment rules, Business rules, Script include, Client scripts, Notifications, Inbound email action, System property, UI pages, UI policies, UI Actions, ECC retry policy, Integration using Rest API, Integration Hub, Remote instance spoke, Service catalogs, Record producer, ACL’s, Script actions, Scheduled jobs

Timeline

Senior analyst/Project

Deloitte
09.2021 - 02.2025

Senior Developer/Project

Cognizant
07.2020 - 09.2021

Senior Systems Engineer/Project

Infosys
12.2017 - 07.2021

Bachelor of Electronics and Communication Engineering -

Sathyabama University

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Haneesha Modukuri