RAMA CHANDRA RAO

: rchatu2142@gmail.com|☎: +44 7586 597420

PROFILE
 An IT Professional possessing 15+ years of experience in IT Industry and 8+ years of relevant experience in ServiceNow
across different modules like ITSM, Project Portfolio Management, Demand Management, Integrated Risk
Management, Analytics and Reporting
 Good development and implementation experience of ServiceNow ITSM Applications, ITOM (Discovery/ Service
Mapping), ITSM, ITBM,APM and Integration Hub
 Proficient in writing codes, analysing data, and contributing to design and software implementation in addition to
identifying high-level functional and technical requirement
 Skilled in designing architecture for software, hardware and communications to support requirements, to provide
present and future cross-functional requirement and interfaces
 Conversant skills of Mainframe Technologies such as CA: GEN/ COOL:GEN in addition to experience in 6.5 and 8.0
versions, COBOL, JCL, VSAM, CICS, DB2 and IMS
 Deft skills in performing coding assignments, reviewing code, creating and implementing design plans and delegating
tasks to team members

AREAS OF EXPERTISE
Technical Skills:
ServiceNow (Version: Calgary to San Diego) | LDAP Integration | Asset Management | Integration Hub | CMDB | ITOM
(Discovery and Service Mapping) | ITSM | ITBM (Project Portfolio Management/ Demand Management) | ATF
(Automated Testing Facility) | APM |JavaScript | GlideScript | Performance Analytics and Reporting | SDLC | Agile
Framework | Web Services – SOAP API, REST | SQL | DB2 | IMSDB | Main Frame (COBOL, JCL, CAGEN, CICS)

CERTIFICATIONS:
Certified System Administrator (CSA)
Certified Implementation Specialist (CIS) - Discovery

CAREER HISTORY
Aug 2022 – Nov 2022
May 2021 – May 2022
Jul 2019 – April 2021
Oct 2018 – Jul 2019
Mar 2008 – Dec 2017
Nov 2004 – Mar 2008
ServiceNow Lead Developer | Mozaic, London.
ServiceNow Senior Technical Architect | Accenture, India
ServiceNow Lead Developer | Wipro, India
ServiceNow Senior Developer | Wipro (Nityo Infotech), India
Application Delivery Prof-2 | CSC, India
Software Engineer | SPI, India

PROJECTS DELIVERED
#Project 1 – ITSM Implementation | Client – University of Lancashire | Aug 2022 – Nov 2022
Key Deliverables:
 Conduct workshop with stakeholders.
 Co-ordinate with owners gathering requirements and present solutions.
 Customizations according the requirements.
 Integration with Azure AD for creating new users.
 Customization of Service Portal.
 Created multiple new widgets and modified oob widgets.
 Created new pages as per the requirement.
 Develop multiple catalogue items and record producers.
 Implementing workflows for the service catalogue to automate manual activities.
 Customization of Service Portal.
 Created multiple new widgets and modified oob widgets.
 Created new pages as per the requirement.
 Write new business rules, client scripts.
 Created schedule imports to update user records.
#Project 2 – IRM ServiceNow | Client – Multiple Clients (Barclays/SG/ING) | May 2021 – May 2022
Key Deliverables:
 Conduct workshops for clients, implement and support IRM module.
 Implemented Policy and Compliance Management, Risk Control and Risk Assessments.
 Interfaced with clients for understanding their requirements, prepared design document and implement solutions.
 Lead, guided, and mentored a team of 5 tech leads
 Creating a new Domains and overriding Global/Parent domain scripts to a particular domain without disturbing other
domains.
 Developed integration between SN and Salesforce custom objects
 Integrated Servicenow - Seismic with Flow Designer to transfer files from SN.
 Integrated Microsoft Webhook using Integration Hub
 Demonstrate ServiceNow applications and conduct multiple POCs for onboarding clients
 Provide solution documents and peer review technical design once confirmed by clients
 Organize daily Tech connect sessions with tech leads to suggest and implement solutions to roadblocks
 Handled ServiceNow upgrade from Rome to San Diego.
 Provide feedback/ solutions in refinement/ process improvement sessions.
 Write test cases and changes performed in Dev Instance, migrate them to respective Test and Preprod Instance
 Working knowledge on multiple areas/ modules such as LDAP/ REST Integrations, SLA Definitions, Reporting/PA,
Script Includes, Notifications, UI Actions, UI Policies
 Write new business rules, client scripts and create tables and fields
 Develop multiple catalog items, custom roles, and ACL customization

#Project 3 – Nisource ServiceNow | Client – Nisource | Feb 2019 – April 2021

Key Deliverables:
 Spearheading a team of 15 developers providing them guidance and training
 Carried out multiple POC’s for onboarding clients, demonstrated ServiceNow applications, conducted workshops to
assist in ITOM module support and implementation (Discovery/ Service Mapping)
 Customization of Patterns for adding new steps.
 Building and maintaining the relationships across the CI’s for manually maintained CI’s and for APM.
 Reviewed documents, peer designs, engaged with clients and provided support
 Developed integration using Salesforce user objects using Integration Hub.
 Planned multiple upgrades, carried out support and enhancements in ITBM module including Demand Management
and PPM
 Interfaced with clients for understanding their requirements, prepared design document and implement solutions.
 Facilitated daily scrum meetings, suggested solutions/ feedback for Refinement and Process Improvement sessions
 Analysed ServiceNow and implemented new features and modules and solved Integration issues
 Wrote test cases, performed testing on changes implemented in Dev instance and migrated them to Test and Prepod
instances.
 Developed xMatters Integration for Major Incident Management with REST API’s.
 Developed new business rules, client scripts and build new tables and fields, created custom roles and ACL
customization
#Project 4 – ServiceNow GBS | Client – ABB | Oct 2018 – Jan 2019
Key Deliverables:
 Developed process requirements, analysed, and reported for different functionalities related to HR, Finance, Travel
and Procurement
 Interacted with clients, understood their requirements, and prepared design doc
 Enhanced report capabilities with individual trends, created KPI dashboards that included performance analytics of
organization
 Wrote test cases, tested changes performed in Dev instances and migrated them to respective Test and Pre-pod
Instances
 Prepared runbook for deployment and carry out changes into Prod Instances by coordinating with Operations team to
resolve process related issues
 Developed cloning facility to clone required details from parent ticket to child ticket and new fields
 Managed entire functions related to cloning new fields such as developing new fields for cloning on table, visibility,
and triggered notifications for different functions
 Created ACL, UI Actions, Business Rules, UI Policies, etc.
 Created dashboards, breakdowns and indicators for analysing performance, normal reports, published and provided
access to users based on requirement
#Project 5 – ServiceNow | Client – Zurich | Nov 2013 – Dec 2017
Key Deliverables:
 Streamlined multiple application in ServiceNow, set up architectural structure, updated solution documents for 4
custom developed applications
 Prepared roadmap for key stakeholder on progress, enhanced applications, and designed roadmap for Q3 and Q4
 Enhanced report capabilities using individual trends and KPI dashboard based on performance analytics
 Built the POC of hotel management as custom and scoped application in the organization, gathered and analysed
requirements for ITSM Application, Portfolio Management.
 Managed functional duties like end-to-end incident, problem, configuration and change management for multiple
clients
 Developed applications with ITIL and ServiceNow practices
 Interfaced with clients to finalize requirements by performing weekly demonstrations, deploying requirements
 Implemented solutions for scope application, managed service level agreements for clients using ITIL and ServiceNow
practices
 Implemented ITSM, Visual Task Boards module for organisation to oversee group and individual tasks, trained users
on ServiceNow and ITSM processes
 Developed and analysed reports, migrated data, analysed and implemented problem management, visual task boards
module and new modules
 Upgraded and tested tools, cloned Go-live for the application, performed user and group administration
 Defined primary incident categories by separating incident and requests, created sub state functionality for managing
incident progress
 Enabled alerts and ensured the service level agreements are met within the given timeline
 Worked on CAB workbench, developed change management and review process
 Developed questionnaires based on Change Requests and costs, managed CAB calls on weekly basis to provide
smooth release for changes
 Build Configuration Management for driving the complete lifecycle of Change Management and Incident Problem
 Presented performance review to business heads to offer them insight into business performance on a monthly and
quarterly basis
 Reviewed team performance, presented audit and managed stakeholder and strategized monthly deliverables

#Project 6 – SMS – Service Management System | Client – XEROX | Jan 2009 – Nov 2013
#Project 7 – RMS (Recovery Management System) | Client – Discover Financial Services | Mar 2008 – Dec 2008
#Project 8 – AR Millennium | Client – Ahold | Nov 2004 – Mar 2008

AWARDS & ACHIEVEMENTS

 Received a cash reward of $150 for showcasing hard work and commitment in CA : GEN Upgrade

SCHOLASTIC & ACCREDITATION

2004 Bachelor of Engineering (B.E.) in Mechanical Engineering
K L University