Anusha Patibandla

Results-oriented IT professional with over 12 years of experience in Service Management and Operations. Expertise lies in utilizing the ITIL framework to implement efficient solutions through the ServiceNow platform. Skilled in integrating third-party tools for streamlined processes across modules such as ITOM, CMDB, HAM, CSDM and ITSM. A proven track record of designing and demonstrating new solutions to stakeholders while effectively communicating and managing teams.

• ITIL V3 foundation
• Certified ServiceNow System Administrator
• Certified ServiceNow ITSM Implementation specialist
• Certified ServiceNow Discovery Implementation specialist

Client: Daimler                                                                        

Duration: Nov 2021 - Till date
Role: ServiceNow Lead consultant

Responsibilities:

• Interact with customer and Infosys stakeholders to gather the requirements to implement CMDB, CSDM and Discovery in ServiceNow instance.
• Involved in designing and Implement CI data eBonding solution between two service now instances using Rest APIs based on the technical services provided to customer by Infosys.
• Design CMDB data model for custom classes to support orchestration activities.
• Configure and fine tune the CMDB 360/Multisource to track and mange CI attributes information from multiple sources.
• Configure CMDB workspace and intelligent queries to query and report the CI data based on the requirement by stakeholders and customers.
• Configure custom identification and reconciliation rules to support custom data models in CI class manager.
• Using Identification stimulation to troubleshoot the CI IRE related issues.
• Enable CMDB health dashboard and implement automatic remediation to fine tune CMDB data more efficient and effectively.
• Design and Implement solutions to onboard the CIs through Integrations using Mid servers and Service Graph connectors like SCCM, Microsoft Intune and Avantra.
• Setup Service portfolio management and implement process to configure services, service offerings and CSDM relationships with CMDB.
• Implement ServiceNow Horizontal Discovery to onboard the infrastructure Cis in CMDB.
• Engage with Infrastructure, network security and AD teams to work on Discovery prerequisites.
• Design custom patterns to discover and onboard the Cis in to custom classes as part of CMDB custom data models.
• Implement CI lifecycle management to support HAM and SAM activities.
• Lead the team for extensive Service now CMDB and Discovery transformation project.
• Import CI data and relationships through Integration hub ETL, transform map and CI bulk data updates like CI reclassification, attributes updates are handle through fix scripts and Data management tools.
• Document data model designs and implementation through Knowledge base articles.
• Setup configuration management process to follow the governance and audit to CI data from Onboarding to Decommission in CMDB.

Client: Umicore                                                                                      

Duration: Dec 2017 - Oct 2021

Role: ServiceNow Developer

Responsibilities:

• Created various ServiceNow scoped applications, modules, and tables as per requirements.
• Developed Service catalog by creating new catalog items, designing workflows and execution plans.
• Involved in Development and configuring the Business Rules, Client Scripts, UI Policies, Data Policies, UI Actions.
• Created server-side scripts and client-side scripts, script includes, scripted Web Services, fix scripts to manipulate the data and schedule jobs.
• Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog and CMDB.
• Worked to setup clone requests and configure excludes and preservers as part of cloning activities
• Planned and worked on Version upgrades, plugin upgrade to make sure instances are not reaching to EOL.
• Integrated ServiceNow with external system using Mid servers and REST web services.
• Created Record Producers, Order Guides and catalog client scripts and workflows, created custom tables, fields, and configures Access Controls (ACL’s) over them.
• Configure reports using PA and report module based on the requests created by customers.

Client: SOMOS, BYTES, IKEA

Duration: Nov 2012 - Nov 2017

Role: Software developer

Tools: BMC Remedy

Responsibilities:

• Involved in installing BMC Remedy tool on Premise windows and Linux server operating systems.
• Configured and setup BO, Dashboards, Virtual chat and reports to customers and stakeholders in BMC Remedy.
• Extensively involved in data migration activities from third party tools to BMC remedy by using migration and data management tools.
• Worked on BMC remedy Version upgrade activities.
• Worked on BMC remedy SRM module like configuring the service request definitions and workflows
• Developed technical Objects like Active links, filters, escalations, menus, tables and configure forms, fields, views to handle customizations in BMC remedy.
• Configured groups, users, permissions and grant to forms, AR system objects and custom applications.
• Configured scoped applications to support customizations and integrations.
• Involved in application deployments and packages as part of release management process.
• Worked as L3 and L2 support engineer to handle incidents and tasks related to BMC remedy.