Santosh Chakradhar Pola

6+ years of overall IT experience with 3+ years dedicated to ServiceNow Administration and Development, including diverse roles and responsibilities.

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)
• Certified Implementation Specialist – IT Service Management (CIS-ITSM)

• Currently working on VDI Automation and ITSM Module.
• Experienced in all Phases of application life cycle including Requirement analysis, Design, Development, Testing & Production support.
• Proficient in creating and working on Server-Side Scripting, Business Rules, Script includes Client scripts, UI Actions, Events, Workflows, Notifications and Surveys.
• Expertise in Service Catalog, Incident Management, Problem Management, Change Management and Knowledge Management.
• Good Knowledge on ServiceNow Best Practices and ongoing Knowledge of latest ServiceNow Features.
• Understanding the Business requirements and process implemented for ITSM scope within the stringent timeline.
• Have good hands-on Experience on Integration.
• Communicating with client for new development and creating new ideas for intuitive UI and user experience.
• Good understanding in agile method of working.
• Customizing the forms and list pages as per the requirements.
• Configured the notifications as per the requirements.
• Loading data through import sets.
• Creating transform maps to transform the imported data into target tables.
• Configured workflows for Catalog Items.
• Created service catalog items as per the requirement., Created variables and variable sets., Developed catalog client scripts and catalog UI policies., Developed workflows/flow Designers as per the catalog item requirements.
• Created Order Guide based on the requirements., Written rule base to configure catalog items on order guide., Created variables and developed catalog client scripts.
• Customized and created workflows for catalog items., Worked on various workflow actions.
• Configured the email templates, email scripts and notifications to communicate with end users., Worked with inbound emails., Worked with events to trigger email notifications.
• Worked on basic Configuration of Service Portal., Configured Portal pages with appropriate widgets., Worked on OOTB UI pages and customized them as per business needs.
• Worked on Integration with Cloud API for Provisioning and Deprovisioning of VDI’s., Worked on Integration with On-Perm for Provisioning and Deprovisioning of VDI’s., Also used Scripted Rest APIs to capture responses from 3rd party applications., Worked on the configuring the Mid Server.
• Worked as Citrix Administrator in Windows Upgrading to CU2 and CU4 environment as well., Worked on PowerShell scripts testing, Manual testing as well uploading logs in QC., Configured RDS licenses without any issues. Understanding of DevOps concepts, Runs the upgrade CI/CD pipelines CU2, CU3 and CU4.
• Worked as Storage administrator on upgrades of all companies and handled all customers of worldwide through Email, Voice, invoice as well, Salesforce Lighting and Basic version., Storage Boxes UNITY, VNX and Unified in Windows, Linux and Unix environment., Without any data Loss engaging supporting clients in-time