Raghava Pyatla
ServiceNow Admin/Developer
Halifax,NS
Summary
ServiceNow Administrator/Developer with 4 years of experience in designing, developing, and supporting enterprise ServiceNow applications. Expertise in troubleshooting complex issues, providing fixes and solutions, and maintaining system stability. Strong background in IT Service Management (ITSM), enterprise asset management, and configuration management database (CMDB). Certified ServiceNow System Administrator with ITIL Foundation training. Adept at collaborating with cross-functional teams to enhance system functionality and streamline IT processes.
Overview
5
5
years of professional experience
1
1
year of post-secondary education
3
3
Certifications
1
1
Language
Work History
System Administrator ServiceNow
Eastlink
01.2023 - Current
- Provided L1/L2 support for ServiceNow incidents and service requests, ensuring timely resolution of issues
- Troubleshot complex ServiceNow issues, performed root cause analysis, and deployed fixes in production
- Developed and customized applications, business rules, workflows, and UI actions to optimize platform functionality
- Managed ServiceNow platform deployment, stability, and version upgrades in a CI/CD environment
- Assisted in ServiceNow integrations with third-party applications using REST/SOAP APIs and MID Server
- Created reports and dashboards for monitoring key performance metrics within ITSM and CMDB
- Participated in design discussions with architects and internal teams to enhance platform capabilities
- Provided support in a fast-paced environment, ensuring system availability and on-call troubleshooting as needed
- Established effective communication channels between IT support staff and end-users, leading to improved issue resolution times overall.
IT Analyst ServiceNow
Royal Bank of Canada, RBC
08.2021 - 12.2022
- Managed ServiceNow configuration and maintenance, including user access controls, ACLs, and data imports
- Assisted in ServiceNow enhancements and custom application development for teams requiring tailored solutions
- Monitored discovery schedules, reviewed import payloads, and maintained CMDB accuracy
- Worked closely with ServiceNow Support Manager and cross-functional teams to address technical issues and system improvements
- Conducted research and development to explore new ways to leverage the ServiceNow platform for business needs
- Provided expert support, troubleshooting complex technical problems for end-users in a timely manner.
Services IT Development Senior Associate
NTT Data Information Processing Services
10.2019 - 04.2021
- Designed and developed custom ServiceNow applications and workflows to meet business requirements
- Implemented automation solutions using Flow Designer, Business Rules, and Client Scripts
- Provided support for ServiceNow incidents, performing troubleshooting and root cause analysis
- Assisted in ServiceNow instance upgrades and performed thorough testing before deployment
- Developed API integrations to connect ServiceNow with third-party systems and enhance platform capabilities
- Created technical documentation and provided training to end-users on new ServiceNow features
Education
Masters in Engineering - Internetworking
Dalhousie University
Halifax 01.2021 - 07.2022
Skills
- IT Service Management
- Configuration Management Database
- Custom Applications
- JavaScript
- Glide API
- Business Rules
- UI Policies
- Client Scripts
- Workflow Configuration
- REST APIs
- SOAP APIs
- MID Servers
- Integration Hub
- User Management
- Role Management
- ACLs
- Performance Monitoring
- Instance Upgrades
- Incident Management
- Change Management
- Configuration Management
- ServiceNow Discovery
- Service Portal
- Flow Designer
- Reporting
- Dashboards
- SQL
- PowerShell
- JIRA
- Confluence
- CI/CD Pipelines
Certification
ServiceNow Certified System Administrator
Additional Information
Availability for 24x7 on-call support as part of a rotational pager schedule., Strong analytical skills in monitoring integrations, reviewing import payloads, and troubleshooting discovery schedules., Open to relocating for the job opportunity.
Timeline
System Administrator ServiceNow
Eastlink
01.2023 - Current
IT Analyst ServiceNow
Royal Bank of Canada, RBC
08.2021 - 12.2022
Masters in Engineering - Internetworking
Dalhousie University
01.2021 - 07.2022
Services IT Development Senior Associate
NTT Data Information Processing Services
10.2019 - 04.2021
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