PRABHAKAR REDDY SANA

• Developed and customized ServiceNow solutions across ITSM, ITOM, CMDB, and HRSD modules based on business requirements. • Configured and maintained Incident, Problem, Change, Request, Knowledge, and Service Catalog modules aligned with ITIL v4 best practices. • Administered and enhanced CMDB by managing CI lifecycle, CI relationships, data normalization, and CMDB health metrics. • Implemented and supported ServiceNow Discovery and Service Mapping to improve infrastructure visibility and service dependency mapping. • Developed Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, and Catalog Items using JavaScript and Glide APIs. • Automated business processes using Flow Designer and Workflows, reducing manual effort and improving operational efficiency. • Designed and maintained Import Sets and Transform Maps for large-scale data migration, validation, and cleansing activities. • Configured Roles, Groups, Users, and ACLs to ensure secure access management and compliance with governance standards. • Created Performance Analytics dashboards, reports, KPIs, and SLA tracking solutions for operational monitoring and decision-making. • Managed Update Sets, deployments, and code promotions across Development, Test, and Production environments. • Collaborated with cross-functional teams in Agile/Scrum environments, participating in sprint planning, backlog grooming, and retrospectives. • Troubleshot and resolved production issues, performed root cause analysis, and implemented preventive measures to improve platform stability.