Sai Harathi Uppicherla

Certified ServiceNow Administrator with 3 years of hands-on experience in supporting production environments. Strong expertise in ServiceNow CMDB, ITOM, and ITSM, including platform administration, Discovery, Service Mapping, and configuration management. Experienced in CMDB data modeling, CI lifecycle management, relationship mapping, and to maintain CMDB accuracy and data integrity.

Proven ability to support ITSM processes such as Incident, Problem, Change, and Request Management, with a focus on improving service visibility, operational efficiency, and IT service reliability.

ServiceNow Admin & Operations Support (ServiceNow CMDB Admin, ITOM, and ITSM) - Tata Consultancy Services - Hyderabad

(2023-06)

• Administered and supported ServiceNow ITSM, CMDB, and ITOM modules, ensuring platform stability and optimal system performance.
• Configured and maintained Access Control Lists (ACLs) to enforce role-based access control and ensure secure data visibility across applications.
• Designed, configured, and monitored Service Level Agreements (SLAs) for Incident, Problem, and Change Management to ensure compliance with business targets.
• Implemented end-to-end Horizontal Discovery, including MID Server setup, credential management, IP range configuration, discovery schedules, and troubleshooting discovery errors.
• Managed and maintained CMDB inventory including Servers, Databases, Network Devices, and Business Applications with accurate CI classification and relationship mapping.
• Established CI relationships to enable impact analysis and improve service visibility across application and infrastructure layers.
• Improved CMDB Health by monitoring Completeness, Correctness, and Compliance metrics; performed reconciliation, de-duplication, and data remediation activities to enhance data quality.
• Designed and developed CMDB Dashboards to provide real-time visibility into CI health, stale CIs, orphan records, duplicate records, and relationship gaps.
• Generated advanced CMDB Reports using CMDB Query Builder and Performance Analytics to support audit, compliance, and management reporting requirements.
• Created and managed Import Sets and Transform Maps for bulk data migration and integration from external data sources, ensuring data accuracy and consistency.
• Integrated ServiceNow with third-party tools using REST APIs to automate incident creation and infrastructure monitoring alerts.
• Participated in ServiceNow upgrades, performed clone validation, regression testing, and post-upgrade smoke testing to ensure seamless platform transitions.
• Developed and configured Client Scripts, UI Policies, UI Actions, Business Rules, and Flow Designer workflows to automate IT service processes.
• Created and maintained Knowledge Articles to enhance self-service adoption and reduce repetitive ticket volumes.
• Provided L2 support for ServiceNow platform issues, performed root cause analysis, and implemented enhancements through structured change management.
• Conducted user training sessions and prepared technical documentation to increase platform adoption and improve operational efficiency.

Bachelor of Technology - Electrical and Electronics Engineering - Anantha Lakshmi Institute of Technology and Sciences (2018 - 2022)