Avinash Reddy Nanjara Poornachandra

Servicenow Developer @Travelport

US

Designed and implemented ITOM solutions, focusing on CMDB, Discovery, Service Mapping, Event Management, and Operational Intelligence.Implemented and customized ITIL modules like Incident, Change, Problem, Knowledge, Service Catalog, and CMDB in ServiceNow.Collaborated with IT and business teams to gather, develop, and validate requirements for new functionality or enhancements.Ensured consistency and supportability of customizations by defining and maintaining standards for ServiceNow implementations.Developed integrations with Service Graph Connector - SCCM for automated asset reconciliation, reducing inconsistencies between CMDB and SCCM data.Automated processes within Change and Problem Management, following ITIL best practices.Implemented ServiceNow Discovery for hybrid environments (on-prem, AWS, Azure, GCP), configuring MID servers and probes for automated asset discovery.Configured Event Management (ITOM Health) with AI-driven incident resolution, reducing MTTR by 25%.Developed and tested customizations, including screen tailoring, workflow administration, report setup, data imports, LDAP integration, custom scripting (JavaScript, GlideScript), and third-party software integrations.Managed system access, including user and group management, and configured inbound email actions to automate incident and request creation.Created Catalog Service Requests, workflows for Incident, Change, and Service Requests, and built database views for reporting.Led a ServiceNow platform upgrade, ensuring backward compatibility for ITOM customizations and integrations, reducing upgrade-related defects by 30%.Developed custom business rules and scripts for CMDB compliance audits, enforcing data integrity policies across all configuration items (CIs).

Stevens Institute of Technology

Master of Science - MS, Computer Science

Amrita Vishwa Vidyapeetham

Bachelor of Technology - BTech, Computer Science