Lankipalli Kiran Sai

System Engineer @Tata Consultancy Services

Bengaluru, IN

Demonstrated expertise in IT Service Management (ITSM), configuring and customizing Incident Management and Knowledge Management modules to streamline workflows and improve operational efficiency. Leveraged in-depth knowledge of ITIL processes to effectively manage daily operations within the ServiceNow platform, ensuring seamless service delivery and compliance with ITSM best practices. Hands-on experience in creating and configuring Import Sets, SLAs, Service Catalogs, Record Producers, UI Policies, Forms, and Flow Designers, driving automation and improving service response times. Proficient in ITSM Tool Customization, including extensive work on Incident Management and Service Catalog configuration, aligning system functionality with business requirements. Applied advanced knowledge of UI Policies, Client Scripts, and Business Rules to ensure smooth platform operation, while effectively managing and resolving all assigned incidents. Monitored and maintained Service Level Agreements (SLAs), ensuring timely completion of service requests and incidents. Created, configured, and maintained catalog items, designing simple, medium & complex items and associating them with workflows. Expert in configuring UI Policies and maintaining Client Scripts and Business Rules, ensuring they met evolving business requirements. Delivered high-quality workflows for Service Catalog items, automating service request fulfillment and driving operational excellence. Personalizing and maintaining Forms and Lists to match customer specifications and improve the end-user interface.