Murali Krishna Veerla

• Collaborated within team of two to manage all facets of ServiceNow alongside SPIE ServiceNow platform owner
• Acted as technical architect and developer on SPIE ServiceNow applications.
  Led requirement conceptualization, technical design, and application enhancements development on the ServiceNow platform.
  Managed deployment and ongoing maintenance of application modifications for improved functionality.
  Worked closely with stakeholders to ensure alignment between requirements and technical solutions.
• Solely responsible for complete and intermediate patch enhancements on SPIE ServiceNow platform (Impact Analysis, planning, testing, go-live, operational support)
• Spearheaded the integration of the ITOM Event Management application within the ServiceNow platform, optimizing functionality for SPIE business services.
• Executed multiple complex integration projects, including integration with SharePoint, Microsoft Teams, Microsoft Azure Provisioning, and Unified CMDB.
• Implemented ServiceNow mobile platforms: Mobile Agent and Now Mobile, focusing on comprehensive customization efforts.
• Executed multiple integration projects (REST) with SPIE customers and service providers.
• Delivering operations support on ServiceNow production, including performance, incident, and problem management etc...

Consultant: Service Now, Zurich

Period : Oct 2014 – till date

Project Type : Business Analysis & Development

Environment : Service-Now, JavaScript, IAM tools

Role : Technical Lead & Operations Lead

Primary Responsibilities:

• Contributed to business analysis, prototyping, configuration, design, and development of ServiceNow applications.
• Managed daily activities, engaged with process owners in converting concepts into actionable requirements and use cases.
• Developed comprehensive technical designs for various ServiceNow applications and modules.
• Focused on Human Resources optimization through tailored solutions.
• Streamlined GTOO On-boarding procedures, improving new employee experiences.
• Implemented robust Service Portfolio Management strategies to elevate service offerings.
• Enhanced Customer Service Management capabilities for better responsiveness.
• Established Software Portfolio Management frameworks for effective resource management.
• Pioneered Automation and Orchestration initiatives to reduce manual workloads.
• Conducted unit testing, provided system support, and orchestrated integration testing.
• Supported User Acceptance testing, rollout and early life support.
• Responsible for development of innovative services and solutions to enhance ITSM growth within Financial Services and Insurance
• Led team of 4 individuals in ITSM tool (ServiceNow) development and customization utilizing SCRUM-Agile methodology.
• Performed core implementations consist of defect analysis, building blocks, reviewing, and transforming existing request processes for enhanced user-friendliness.
• Implemented Incident, Problem, Change, Release, and Configuration Management modules on ServiceNow according to ITIL standards.
• Involved in the development of reusable solutions in the areas of UI macros, UI pages, and workflows.
• Implemented both low-level and high-level designs, effectively using Business Rules, Script Includes, and other server-side/client-side components.

L3 Support Lead:

Primary Responsibilities included:

• Maintaining the SwissRe service-now production instance.
• Responsible for performance of all SwissRe service-now instances.
• Resolving incidents, which are affecting users or platform, investigating & troubleshooting and restoring services to end users with minimal impact.
• Worked on problem management, delivering detailed RCA as per the SLA.
• Managing admin access for SwissRe service-now instances & SAML setups, handling the confidential data on production.
• Admin support during Major, minor releases and platform upgrades, responsible for bi-monthly clones and coordinating with service-now vendor on platform issues via Hi tickets.
• Prepare, manage and execute the run-book for data deployments and major releases
• Responsible for reviewing the incident fixes, best practices.
• Responsible for monitoring the nodes, configuring mid servers, system logs and system transactions.
• Ensuring internal Swiss Re KPI's for incident and problem management are fulfilled
• Mentoring and providing training to L2 Team for L3 readiness and ensure new joiners of L3 team is project ready.

Client        :  GE (USA)

Duration    :  March 2012 to Oct 2014 

Role           :   Module Lead

Primary Responsibilities included:

• Had extensive working experience on development of customization's on following ServiceNow applications

         Service Request Management

         Incident Management

         Change Management

          Knowledge Management

• Implemented Web service integration with xMatters Application that involves synchronizing of groups, users and on-call schedules between ServiceNow and xMatters application.
• Glide programming knowledge, scripting/customization's experience in service-now.
• Worked on various service-now components like client scripts, business rules, UI policies, UI actions, Script Includes, Script actions, processors, Wizards, UI pages, UI macros, Email notifications, events, SLA definitions.
• Extensive knowledge on configuring direct web services, web service import sets, scripted web services, SOAP & REST Messages in ServiceNow.