Muli Venkata Prasad
Milton Keynes Village,United Kingdom
Summary
ServiceNow Technical Consultant with 4 years of experience in designing and implementing solutions that enhance IT and business operations. Specialized in ITSM and IRM, with proven skills in custom application development and system administration. Successfully supported CSM and HRSD modules, improving case management and self-service portals, leading to enhanced service delivery. Developed knowledge base articles and training materials, achieving a 25% reduction in support tickets and increasing support efficiency.
Overview
4
4
years of professional experience
1
1
Certification
Work history
ServiceNow Technical Consultant
InMorphis
Bangalore, India
07.2021 - 01.2024
- Designed and implemented ServiceNow GRC module, including Policy and Compliance Management, Regulatory Change Management, and Information Security Governance.
- Collaborated with stakeholders for the successful delivery of key IT projects.
- Improved client satisfaction with timely resolution of their technical concerns.
- Developed dashboards and reports to monitor policy compliance and regulatory changes.
- Automated workflows using Flow Designer to enhance operational efficiency.
- Led development of custom business rules, client scripts, UI policies, and UI actions to meet business requirements.
- Participated in post-upgrade activities, including regression testing and reviewing skipped updates for system stability.
- Conducted rigorous testing of new systems before deployment for error-free operation.
ServiceNow developer
ZINOVIA TECHNOLOGIES PRIVATE LIMITED
Hyderabad, India
01.2020 - 06.2021
- Configured and customised ServiceNow ITSM module to optimise Incident, Problem, and Request Management.
- Implemented SLAs that improved response times for incidents and requests.
- Delivered technical support for troubleshooting ServiceNow ITSM-related issues.
- Identified system gaps and communicated enhancement areas for resolution.
- Demonstrated platform capabilities through functionality showcases and prototype implementations.
- Optimised ServiceNow configurations to enhance system efficiency and business performance.
- Streamlined workflows using strategic automation processes to increase productivity.
- Designed custom reports and dashboards, delivering insightful business information to stakeholders.
Education
Bachelor of Electronics and Communication Engineering -
PBR Vishvodaya Institute of Technology and Science
Skills
- ServiceNow Administration
- ServiceNow Development
- ITSM
- GRC
- IRM
- HRSD
- CSM
- REST APIs
- SOAP APIs
- Integration Hub
- Flow Designer
- Business Rules
- Script Includes
- UI Actions
- ACLs
- Data Sources
- Transform Maps
- SLAs
- Notifications
- Virtual Agent Development
- Workspace Configurations
- Customizations
- Now Assist
- AI Agent
- Java Script
Certification
- Certified System Administration
- Micro-Certification - Integration Hub
- Agentic AI Executive Micro-Certification
- Now Assist Executive Micro-Certification
- AI Agents Delivery Accreditation
- Now Assist for Creator Implementation Delivery Accreditation
Languages
English
Fluent
Timeline
ServiceNow Technical Consultant
InMorphis
07.2021 - 01.2024
ServiceNow developer
ZINOVIA TECHNOLOGIES PRIVATE LIMITED
01.2020 - 06.2021
Bachelor of Electronics and Communication Engineering -
PBR Vishvodaya Institute of Technology and Science
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