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Sai Hemanth Lakkimsetti

Senior ServiceNow Developer | ITSM, HRSD, CSM | Catalogs, Workflows, Integrations | 7+ Years

India

7+ years of work experience

Indies Technologies Pvt Ltd
Jun 20233 yrs 1 moPresent

India

● Designed, developed, and customized ServiceNow applications following OOB and upgrade-safe best practices ● Implemented and supported ITSM modules including Incident, Problem, Change, Request, and Knowledge Management ● Configured SLAs, assignment rules, notifications, approvals, and workflows using Flow Designer ● Developed and maintained Service Catalog items, Record Producers, and automation workflows ● Implemented HRSD solutions including HR Case Management, Employee Service Centre, HR Services, and Lifecycle Events ● Ensured HR data security and compliance using role-based access controls and COE separation ● Built and customized CSM Case Management, customer portals, Agent Workspace, and knowledge bases ● Configured Entitlements, SLAs, and Omni-channel experiences (Email, Chat, Virtual Agent) ● Designed and implemented REST/SOAP integrations using Integration Hub, MID Server, and APIs ● Integrated ServiceNow with HR systems, CRM tools, ERP systems, and monitoring platforms ● Created reports, dashboards, and performance metrics for IT, HR, and Customer Service teams ● Implemented ACLs and security controls to ensure data integrity and compliance ● Provided L2/L3 support, issue troubleshooting, root cause analysis, and performance optimization ● Collaborated with stakeholders for requirements gathering, solution design, testing, and deployment.
HTC Global Services
Feb 20221 yr 5 mosJun 2023

Hyderabad

● Working with Users, Groups & Roles Administration. Merging the roles into other roles, maintaining the instance so that all the applications are available to respective users. ● Defined Users, Groups and Roles and providing accessing permissions ● Importing the Data in different formats (Excel, CSV, and XML) via attachments. ● Importing data by using transform maps. ● Writing Business rules, Client scripts, UI actions, and UI Policies as per the client requirement. ● Customized Incident/Problem/Change/Service catalog applications using Business rules, Client Scripts. ● Automated catalog workflows reducing manual effort by 40%. ● Using different workflow activities and adding new conditions for activities. ● Done third party integration using rest API. ● Gathering information from client for Rest Integration for third party system ● Creating SLAs and participating in running SLAs and responsible for closing successfully. ● Responsible for building SLA and generating Reports. ● Create and track service-level agreements (SLAs) to ensure issues are resolved within agreed times. ● Development of Service catalog which includes creating new catalog items.
Steel Buildings.LLC
Jul 20182 yrs 11 mosMay 2021

Muscat

● Coding and review findings as per the best practices of Service Now. ● Developed Service Catalog items, Order guides, record producer, Variable Sets, UI Policies, Data policies, UI Actions, ACL’s, Client Scripts, script includes, Business Rules, transform maps. ● Created various workflows for Service requests and SLAs. ● Update set capturing and moving customizations to different instances ● Gave a knowledge session to the client and the team members about the functionality. ● Involved in requirements gathering, Designing and Development. ● Developed service catalog i.e., catalog items, record producers, and Order Guides. ● Implemented Access control lists. (ACL) for the various modules like incident, problem, change and other applications for providing contextual security. ● Client-side incident state validation scripts, UI policies. ● Server-Side scripting – Business rules, Script includes. ● Designing the email template with appropriate subject and body description. ● Created a Server-side script which would prevent the requested item from closing if the related task is not closed. ● Experience in Integration by using SOAP & REST.

Education

sri vasavi engineering college

Bachelor of Technology - BTech, Mechanical Engineering

sri vasavi engineering college

20134 yrs2017

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Headline

Senior ServiceNow Developer | ITSM, HRSD, CSM | Catalogs, Workflows, Integrations | 7+ Years

About

With a BTech in Mechanical Engineering from Sri Vasavi Engineering College, my journey has led me to INDIES TECHNOLOGIES where I thrive as a Senior Software Developer. My domain expertise lies in ServiceNow development, with a distinctive proficiency in crafting responsive, user-friendly web applications that resonate with users and fulfill client objectives. My commitment to innovation is evident through my engagement with cutting-edge AI technologies and my certification in Chat GPT & AI Tools. At INDIES TECHNOLOGIES, our team has successfully enhanced application performance, ensuring that our product stays at the forefront of industry standards. Balancing technical acumen with a collaborative spirit, I am motivated by the pursuit of excellence and the continuous improvement of our digital solutions.

Location

India

Work experience

Senior Software Developer at Indies Technologies Pvt Ltd, Jun 2023 - Present · 3 yrs 1 mo, India, ● Designed, developed, and customized ServiceNow applications following OOB and upgrade-safe best practices ● Implemented and supported ITSM modules including Incident, Problem, Change, Request, and Knowledge Management ● Configured SLAs, assignment rules, notifications, approvals, and workflows using Flow Designer ● Developed and maintained Service Catalog items, Record Producers, and automation workflows ● Implemented HRSD solutions including HR Case Management, Employee Service Centre, HR Services, and Lifecycle Events ● Ensured HR data security and compliance using role-based access controls and COE separation ● Built and customized CSM Case Management, customer portals, Agent Workspace, and knowledge bases ● Configured Entitlements, SLAs, and Omni-channel experiences (Email, Chat, Virtual Agent) ● Designed and implemented REST/SOAP integrations using Integration Hub, MID Server, and APIs ● Integrated ServiceNow with HR systems, CRM tools, ERP systems, and monitoring platforms ● Created reports, dashboards, and performance metrics for IT, HR, and Customer Service teams ● Implemented ACLs and security controls to ensure data integrity and compliance ● Provided L2/L3 support, issue troubleshooting, root cause analysis, and performance optimization ● Collaborated with stakeholders for requirements gathering, solution design, testing, and deployment.

Engineer at HTC Global Services, Feb 2022 - Jun 2023 · 1 yr 5 mos, Hyderabad, ● Working with Users, Groups & Roles Administration. Merging the roles into other roles, maintaining the instance so that all the applications are available to respective users. ● Defined Users, Groups and Roles and providing accessing permissions ● Importing the Data in different formats (Excel, CSV, and XML) via attachments. ● Importing data by using transform maps. ● Writing Business rules, Client scripts, UI actions, and UI Policies as per the client requirement. ● Customized Incident/Problem/Change/Service catalog applications using Business rules, Client Scripts. ● Automated catalog workflows reducing manual effort by 40%. ● Using different workflow activities and adding new conditions for activities. ● Done third party integration using rest API. ● Gathering information from client for Rest Integration for third party system ● Creating SLAs and participating in running SLAs and responsible for closing successfully. ● Responsible for building SLA and generating Reports. ● Create and track service-level agreements (SLAs) to ensure issues are resolved within agreed times. ● Development of Service catalog which includes creating new catalog items.

Junior Engineer at Steel Buildings.LLC, Jul 2018 - May 2021 · 2 yrs 11 mos, Muscat, ● Coding and review findings as per the best practices of Service Now. ● Developed Service Catalog items, Order guides, record producer, Variable Sets, UI Policies, Data policies, UI Actions, ACL’s, Client Scripts, script includes, Business Rules, transform maps. ● Created various workflows for Service requests and SLAs. ● Update set capturing and moving customizations to different instances ● Gave a knowledge session to the client and the team members about the functionality. ● Involved in requirements gathering, Designing and Development. ● Developed service catalog i.e., catalog items, record producers, and Order Guides. ● Implemented Access control lists. (ACL) for the various modules like incident, problem, change and other applications for providing contextual security. ● Client-side incident state validation scripts, UI policies. ● Server-Side scripting – Business rules, Script includes. ● Designing the email template with appropriate subject and body description. ● Created a Server-side script which would prevent the requested item from closing if the related task is not closed. ● Experience in Integration by using SOAP & REST.

Education

Bachelor of Technology - BTech, Mechanical Engineering, sri vasavi engineering college