Praveenkumar Reddy Veerapapireddygari

Servicenow Administrator @Cisco

US

Configured and maintained ITSM modules such as Incident, Problem, Change, Request, and Knowledge Management, improving overall service delivery and reducing SLA violations.• Developed and maintained service catalog items with multi-level approval workflows based on roles, user hierarchy, and business rules.• Created and customized Business Rules, UI Policies, Client Scripts, Script Includes, and Notifications, automating repetitive tasks and improving platform efficiency.• Participated in ServiceNow form design, data policies, and dictionary configuration, enabling proper data control and normalization.• Built reports and dashboards to track incident trends, SLA adherence, and change backlog, improving visibility for IT leadership.• Integrated ServiceNow with external tools via REST APIs, handling authentication and payload transformation for seamless data exchange.• Worked on Access Control Rules (ACLs) to secure sensitive data and ensure compliance with role-based permissions.• Conducted user training sessions and UAT coordination to ensure smooth adoption of new ServiceNow features and processes.• Supported update set movement across environments and managed instance upgrades with pre-upgrade checks and post-validation testing.• Participated in Agile sprints, providing administrative support for backlog grooming, sprint planning, and process improvements.Tools & Technologies: ServiceNow, REST APIs, JSON, XML, JIRA, Git, Jenkins, Microsoft Excel, Agile (SCRUM), Flow Designer, Business Rules, Client Scripts, Update Sets

Veltech Dr.RR Dr.SR University

Bachelors of technology

Rowan University

Master's degree