Hithardh Reddy Anumula

ServiceNow Developer with 3+ years of experience in ITSM and HR Service Delivery (HRSD), specializing in Service Catalog development, HR Case Management, and workflow automation. Proficient in Flow Designer, Business Rules, Client Scripts, and SLA management. Experienced in implementing scalable solutions that improve SLA compliance, automate incident and HR case routing, and enhance employee experience through Employee Center.

Strong understanding of platform customization, integrations, and data-driven reporting.

Systems Engineer - Tata Consultancy Services

(2022-10 - 2024-12)

Project - Microsoft: HR Case Management | Lifecycle Events (LCE) | Knowledge Management | SLA | Employee Center (ESC)

• Implemented HR Case Management by configuring COEs, case types, HR services, templates, and routing rules, reducing manual HR operations effort by 30–35%.
• Designed and developed Lifecycle Events (LCE) including activity sets, task sequencing, and event triggers, improving onboarding/offboarding efficiency.
• Built and maintained HR Knowledge Management (knowledge bases, article templates, approval workflows), improving self-service adoption and reducing HR case volume by 20%.
• Configured user criteria and access controls to ensure secure and role-based access to HR knowledge articles.
• Developed HR-specific notifications, SLAs, and document templates, improving process consistency and reducing turnaround time.
• Configured taxonomy categories and Record Producers in the Employee Service Center (ESC), improving service discoverability and user navigation efficiency.
• Designed and implemented SLA definitions aligned with business requirements, improving SLA compliance and visibility across HR processes.
• Managed update set migrations across instances, ensuring smooth deployment and minimizing production issues.
• Administered users, roles, and groups, ensuring proper access control and security compliance.
• Established assignment rules for auto-routing HR cases based on category, reducing manual assignment effort by 35–40%.

Systems Engineer - Tata Consultancy Services

(2025-02 - 2026-04)

Project - Siemens Energy: Flow Designer | SLA | Notifications | Reports & Dashboards | Service Catalog

• Designed and developed a custom Service Catalog item for Data Center Access requests, reducing manual effort and improving request standardization.
• Implemented dynamic form behavior using Catalog Client Scripts and UI Policies, reducing user input errors.
• Created catalog variables, variable sets, and approval workflows to streamline request processing and ensure compliance.
• Developed client-side and server-side scripting solutions to enforce validations and improve data accuracy.
• Integrated Agent Workspace for real-time ticket handling, improving SLA compliance by 30%.
• Automated Knowledge Base article attachment using Flow Designer, reducing incident resolution time by 25–30%.
• Implemented dynamic incident routing and assignment logic based on category and priority, reducing manual effort.
• Developed auto-acknowledgement and status notifications, improving requester communication and reducing follow-ups.
• Configured and enforced SLA definitions for Incident, Change, and Problem records with real-time tracking and breach alerts, improving compliance from ~85% to 95%+.
• Designed custom email notification templates for key lifecycle events, improving process visibility and communication.
• Built interactive reports and dashboards to monitor incident trends, SLA performance, and operational KPIs, enabling data-driven decisions.
• Enhanced overall Incident Management processes through automation, improving efficiency and reducing resolution delays.

B. Tech - Electronics and Communication Engineering - Kakatiya Institute of Technology and Sciences (2022)