Pratyusha Kovoor
Senior Servicenow Consultant (Itil, Cmdb, Itam, Hrsd, Sam) @Centers for Disease Control and Prevention
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WORK HISTORY
Senior Servicenow Consultant (Itil, Cmdb, Itam, Hrsd, Sam) @Centers for Disease Control and Prevention
Provide end-to-end global management and oversight for all IT Service Management activities focusing on Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.• Implemented and configured ServiceNow HRSD modules including Case, Position and Knowledge Management, Employee Service Center, and Lifecycle Events to streamline HR operations.• Designed and optimized HR service delivery workflows, improving request resolution time by X% and enhancing employee satisfaction.• Developed and customized HRSD modules using Flow Designer, Script Includes, and UI Policies to meet unique business requirements.• Integrated ServiceNow HRSD with Workday and SAP SuccessFactors using Integration Hub and custom APIs for real-time data sync.• Created custom HR Services, Catalog Items, and Lifecycle Events to automate onboarding/offboarding processes across departments.• Conducted service mapping and process gap analysis to align HRSD workflows with organizational goals, reducing manual interventions.• Leveraged Performance Analytics to monitor HR KPIs and built custom dashboards for HR leadership.• Implemented Employee Service Center with branded and personalized content, improving self-service adoption.• Collaborated with HR, IT, and legal teams to gather requirements, ensuring compliance and effective service delivery across global regions.• Led user training sessions and created detailed knowledge base articles, enhancing HR team proficiency on the ServiceNow platform.• Managed post-deployment support and continuous improvements, reducing incident tickets related to HR services.• Participated in end-to-end HRSD deployments, from requirements gathering and design to testing and go-live support.
EDUCATION
University of Highlands and Islands
B.Eng Aircraft Engineering, Aircraft Engineering
Flytech Aviation Academy
Associate's degree, Airframe Mechanics and Aircraft Maintenance Technology/Technician
Univeristy Of North America
Master's degree, Information Technology
ABOUT PRATYUSHA KOVOOR
With over 13 years in the tech industry, my journey has been marked by a dedication to enhancing healthcare through technology at Centers for Medicare & Medicaid Services and previously at Kaiser Permanente. My expertise lies in leveraging the Software Development Life Cycle and test execution to Develop ServiceNow solutions that improve service delivery. At the core, my mission is to streamline processes and ensure software quality, aligning with the values and goals of my current organization to deliver impactful healthcare innovations. My role allows me to contribute to a team that values diverse perspectives and drives towards excellence in service.Experienced ServiceNow Developer with 8 years of experience in ITSM, ITAM, ITOM, CSM, GRC, HRSD, HRSM, CMDB, Security Operations (SecOps), Assets (SAM and HAM Pro), Service Portal modules, custom application development and integrated ServiceNow with multiple tools like Jira, SCCM, AEP, AD Master.
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