Kalyampudi Vinod kumar

• Systematized 40+ ITSM workflows with Flow Designer and Script Includes, cutting average request resolution time by 35% and removing recurring manual dependencies across service operations. • Integrated ServiceNow with external systems via REST and SOAP APIs using MID Server, reducing data duplication and enhancing synchronization accuracy by 30%. • Built Service Portals and Catalog Items with dynamic UI Policies and Client Scripts, improving submission accuracy by 25% and boosting end-user adoption across departments. • Delivered Performance Analytics dashboards visualizing SLA and ticket metrics, allowing managers to identify backlog trends and halve breach rates within two quarters. • Implemented CI/CD pipelines with Git version control, reducing post-release incidents by 40% and ensuring consistent environment promotion. • Strengthened data protection by designing ACLs and field-level restrictions for 4,000+ users, ensuring audit-ready access governance. • Partnered with IT and business teams to refine core ITSM and HRSD workflows, enhancing operational efficiency and cross-functional collaboration.

• Managed and optimized ITSM modules for 1,500+ active users, improving SLA adherence and ticket response consistency by 21%. • Migrated five legacy ticketing systems into ServiceNow, streamlining operations and improving traceability of cases and requests. • Defined SLA and escalation rules that reduced overdue incidents by 28% through computerized prioritization triggers. • Deployed ATF scripts to validate upgrades, eliminating regression defects and cutting manual test effort by 60%. • Configured forms, tables, and notifications aligned with ITIL standards, improving data reliability and reporting accuracy. • Created documentation and trained 60+ end users, increasing correct submissions and reducing rework across teams. • Collaborated with IT leadership to automate repetitive tasks, lowering support workloads and enhancing visibility into open incidents.