Nanditha Guttula
Sr Servicenow Administrator Developer @FedEx
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WORK HISTORY
Sr Servicenow Administrator Developer @FedEx
Memphis, TN, US
Administered and configured core ITSM modules (Incident, Problem, Change, Service Request), including SLAs, notifications, and assignment rules.• Maintained CMDB health, performed Discovery schedules, and reconciled CIs ensuring data integrity.• Managed user administration, roles, ACLs, and delegated administration to ensure security compliance.• Customized Service Portal widgets, forms, and pages to improve end-user request experience.• Designed and implemented App Engine Studio applications, leveraging templates, data models, and experiences to rapidly deliver low-code business solutions across departments.• Configured and managed App Engine Studio applications by utilizing templates, data models, and user experiences to enable cross-departmental low-code solutions.• Administered AI Search configurations and deployed Next Experience UI (Polaris) enhancements to improve search accuracy and usability across the platform.• Maintained and updated Decision Tables and Decision Trees, supporting logic-based workflows and integrations with Flow Designer and Business Rules.• Managed Predictive Intelligence settings for incident categorization, prioritization, and assignment—driving consistent SLA adherence and faster resolution.• Integrated Microsoft Teams and Slack with ServiceNow through Virtual Agent and notification channels to enable proactive and conversational user support.• Administered Cloud Management module to automate VM provisioning/deprovisioning workflows and manage cloud resource governance.• Packaged and deployed scoped apps to the ServiceNow Store, adhering to CI/CD practices with GitHub integrations and update set/version control.• Integrated Jenkins with the DevOps module in ServiceNow to track builds and release cycles, ensuring compliance and traceability.• Led Instance Security Hardening, ensuring compliance with FedRAMP and NIST standards, including scoped app controls, delegated admin, and encryption configurations.
EDUCATION
MNR Degree College
Bachelor of Science, Biotechnology
Lindsey Wilson University
Master's degree, Technology management
ABOUT NANDITHA GUTTULA
I am Nanditha Guttula, a seasoned ServiceNow Developer and Administrator with over 8 years of experience delivering enterprise-wide digital transformation for Fortune 500 companies and high-growth enterprises. I specialize in architecting, developing, and administering scalable ServiceNow solutions across ITSM, ITOM, CMDB, HRSD, ITAM, CSM, GRC, and SecOps—driving measurable improvements in service delivery, operational efficiency, and compliance. My expertise spans end-to-end implementations, including CMDB discovery, service mapping, HRSD automation with Workday integration, AI Search, Polaris UI, Predictive Intelligence, and multilingual platforms. I have a proven track record in third-party integrations (Jira, Workday, Azure DevOps, JAMF, Guardicore, Qualys, Tenable), multi-cloud provisioning (AWS/Azure), and secure orchestration via MID Servers. As a ServiceNow Administrator, I excel in instance configuration, access control (ACLs), platform security hardening, performance tuning, and upgrade management. I manage Service Catalogs, CMDB accuracy, automated workflows, notification frameworks, and role-based permissions to ensure smooth daily operations. My administration approach blends proactive monitoring, governance, and optimization, ensuring the platform remains reliable, secure, and aligned with evolving business needs. I work closely with business leaders, process owners, and technical teams to deliver custom portals, advanced dashboards, and data-driven workflows that align technology with business goals. From automating repetitive tasks and reducing ticket volumes by up to 40% to ensuring FedRAMP, NIST, and HIPAA compliance, I focus on creating secure, future-ready platforms that produce tangible ROI. I bring deep DevOps and CI/CD experience (Jenkins, Azure DevOps, GitHub pipelines, ATF automation) and a collaborative approach that ensures smooth delivery in Agile environments. My passion is building solutions that not only solve today’s challenges but also scale for tomorrow—empowering organizations, strengthening vendor relationships, and enhancing customer experiences.
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