Lavanya Teki

Dedicated ServiceNow Developer with 4.3 years of comprehensive IT experience, specializing in enhancing Incident Management, Change Management, Knowledge Management and Service Request Management modules in alignment with ITSM process flow. Proficient in applying best practices through Agile methodologies for a healthcare company with strong abilities in coding, testing, and implementing solutions to ensure optimal functionality and efficiency.

ServiceNow Developer - CriticalRiver Technologies pvt ltd

(2024-06)

• Experienced in User Interface management, including Lists, Forms, Notifications, Form design, Form Layouts, Related lists, Users, Groups, and Roles.
• Efficiently handled Import Sets using Transform Maps.
• Designed and implemented Email Notifications.
• Proficient in using Flow Designer to automate business processes.
• Created, captured, and moved Update Sets to other instances.
• Utilized Client Scripts, UI Policies, UI Actions, Business Rules, UI Pages, Access Control lists, Notifications, and Inbound email actions to build deliverables.
• Provided Table and Field level security through Access Controls based on rules, and customized Access Controls (ACLs) effectively.
• Customized form design and layout for Incident, Problem, and Change Management modules.
• Worked on Transform Maps according to client requirements.
• Responsible for building Catalogs and Catalog categories using Record Producers and Order Guides.
• Demonstrated strong knowledge in Background Scripts and Scheduled Script Executions in ServiceNow, with expertise in using Glide Record and Glide Form.
• Basic Knowledge in Salesforce integration using OOB Salesforce Spoke, including case creation, equipment tracking, and status updates to Salesforce.
• Have Knowledge in Confluent Kafka integrations, including publishing messages to Kafka topics from ServiceNow and consuming messages from Confluent Kafka into ServiceNow tables.
• Have Knowledge in configuring ServiceNow Source and Sink Connectors to establish seamless connectivity between ServiceNow and Confluent Kafka.
• Knowledgeable in REST Integration and Agile methodologies.

ServiceNow Administrator - CriticalRiver Technologies pvt ltd

(2022-02 - 2024-05)

• Skilled in managing incidents, service requests, and ensuring timely resolution and fulfilment.
• Experience in customizing ServiceNow applications to meet business requirements, including creating forms, tables, and UI policies.
• Developed new catalog items and modified existing Service Catalogs, including the creation of catalog items with variables and variable sets.
• Proficient in managing users, groups, roles and permissions to ensure appropriate access control.
• Competent in creating and managing reports, dashboards and analytics to provide actionable insights
• Created SLAs, participated in running SLAs and ensured their successful closure.
• Capable of monitoring platform performance and optimizing system resources to ensure high availability and efficiency.
• Experience in providing training and support to end-users and other administrators, ensuring they can effectively utilize the platform.
• Ensuring platform compliance with organizational policies, industry standards, and security best practices.

Bachelor of Technology - Computer Science and Engineering - Sri Sivani College of Engineering, Chilakapalem, AP (2017 - 2021)

Higher Secondary School - Narayana junior college, Rajam, AP (2015 - 2017)