Charan Cheella

About Charan Cheella

With over 10 years of IT experience, I have delivered scalable ServiceNow solutions across roles such as Developer, Solution Consultant, Analyst, and Administrator. I bring hands-on expertise in ITSM, ITOM, ITAM, ITBM, HRSD, CSM, PPM, Gen AI, Service Portal, App Engine, and Cloud Management.My strengths lie in building ITIL-aligned processes and optimizing workflows across Incident, Problem, Change, Asset, and Service Catalog modules. I have implemented end-to-end CMDB configurations using Discovery, Service Mapping, MID Servers, Identification and Reconciliation Rules, and CSDM alignment, enhancing CI data accuracy and service visibility. I’ve led Service Catalog development with dynamic forms, approvals, fulfillment automation, and knowledge base integration, improving self-service adoption. My HRSD work includes Lifecycle Events, Case Management, HR Knowledge, and Employee Portals that enhance employee experience.In PPM, I’ve managed demand intake, project tracking, Gantt charts, and dashboards that support executive decisions. My admin background covers ACLs, user/group management, LDAP/AD integrations, upgrades, scheduled jobs, and platform security, ensuring stable deployments and compliance. I coordinate skip log resolution, remediation, and compatibility testing during upgrades to minimize disruption. I also have experience configuring Application Portfolio Management (APM) and delivering Performance Analytics dashboards for data-driven decisions.I specialize in integrations, connecting ServiceNow with Azure, AWS, SCCM, Workday, Splunk, and other platforms via REST, SOAP, IntegrationHub, and MID Servers to enable secure, efficient data exchange and automated workflows. I build custom widgets, UIs, reports, and reusable components using JavaScript, HTML5, CSS3, AngularJS, jQuery, and SQL. I leverage Automated Test Framework (ATF) for testing and quality assurance.Operationalizes the full Gen AI stack—Now Assist, Virtual Agent NLU, Predictive Intelligence, AI Search, and BYO-LLM via Gen AI Controller—to accelerate delivery, automate support, and raise self-service satisfaction. Proven at integrating third-party AI platforms (Moveworks, Credo AI,) while upholding NIST-aligned Responsible-AI governance. I thrive in Agile teams, managing sprints, demos, workshops, and roadmap planning to align technical solutions with business goals.If you’re looking to modernize service delivery, maximize automation, and get the most from your ServiceNow investment, let’s connect.

Experience

1. Sr Servicenow Developer Itsm Csm Itom Gen Ai

   AT&T

   Nov 2022 — Present

   Client : AT & T

Education

• South University

  Master's degree, Management Information Systems, General

  2015 — 2016

• Hindustan University

  Bachelor's degree, Electronics and Communications Engineering

  2010 — 2014