Aravind Kolla Email & Phone Number

Bengaluru, Karnataka, India

• Modules : ITSM, HRSD, Virtual Agent, Service Portal and Custom Applications.• During this project, my responsibilities included working extensively with ServiceNow IT Service Management (ITSM) and HR Service Delivery (HRSD), implementing Virtual Agent solutions, creating custom apps and enhancing portals.• Customized and configured various ServiceNow modules, including Incident Management, Change Management, Service Catalog, Problem Management, HR Case Management, and Service Portal to align with business requirements.• Utilized problem management migration utilities to enhance operational efficiency.• Implemented and customized Virtual Agent functionalities.• Integrated Virtual Agent with Microsoft Teams to streamline communication channels.• Worked on catalog items and portal enhancements to improve user experience.• Implemented Performance Analytics solutions to track key performance indicators (KPIs) and metrics, providing real-time insights into service delivery and operational efficiency.• Played a key role in ServiceNow upgrade projects, ensuring seamless transition and compatibility of customizations with new platform versions.• Designed multiple dashboards to provide insights and analytics for both IT and HR services.• Designed and developed custom applications in ServiceNow to address unique business requirements, including creating custom tables, defining workflows, and implementing data integrations to enhance platform functionality and user experience.

Hyderabad, Telangana, India

Modules : ITSM, Integration, ITOM, HRSD.• Worked as offshore developer.• Developed and maintained ServiceNow modules such as Incident Management, Change Management, Problem Management, Knowledge Management and Event Management.• Configured workflows and flow designers for Request and Change Management, including approvals and notifications.• Created new and updated existing catalog items, order guides, record producers .• Created customized forms, fields, tables, UI pages, UI scripts, business rules, client scripts, notification emails, and scheduled jobs.• Integrated ServiceNow with other systems such as Splunk, Solarwinds, Oasis and Active Directory using REST API and LDAP integrations.• Developed and maintained ITOM solutions, including event management, discovery, and configuration management database (CMDB).• Developed and customized HRSD modules, including HR Case Management and Employee Document Management, to meet the unique needs of HR teams.• Conducted testing and troubleshooting for ServiceNow solutions to ensure functionality and usability.• Provided support to end-users by resolving incidents and fulfilling service requests.• Align with trending technologies like ChatGPT, BlockChain.