Anvesh Cherukupalli
Centenary Heights,Australia
Summary
A passionate and results-oriented IT professional with over 7 years of hands-on experience in ServiceNow administration, development, and IT service management. Recognized for leading complex projects, enhancing business processes, and ensuring seamless, high-quality service delivery. Committed to using technology as a tool to solve real-world problems and drive continuous organizational growth.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior ServiceNow Administrator
Department of Education
09.2020 - Current
- Configured and customized ServiceNow to meet the department's evolving needs, designing over 20 dynamic forms, workflows, and Service Portal widgets while ensuring full compliance with SNDTA governance standards, resulting in improved process efficiency and user experience
- Designed and implemented advanced workflows that automated key business processes, reducing manual workloads by 30% and significantly enhancing operational efficiency
- Managed user access and permissions for over 1,000 users, ensuring data security and compliance with IT security protocols, which strengthened system integrity and reduced security incidents
- Led incident and problem management initiatives, optimizing issue tracking and resolution processes, which decreased system downtime by 20% and improved service reliability
- Developed and maintained Service Catalogues, dashboards, and performance reports, providing data-driven insights that supported strategic decision-making and improved service delivery
- Successfully led 8 patch cycles and delivered key projects, including Workplace Service Delivery 1.0 & 2.0, Procurement Forms 2.0, Finance Forms Digitization, SMFU Project, and the Data Obfuscation Tool, ensuring on-time delivery and enhanced system functionality
- Provided mentorship and training to team members, conducted peer reviews, and supported sprint planning and resource management, fostering a collaborative environment that improved team performance
- Continuously identified opportunities for process improvement, implemented platform optimizations, and maintained comprehensive technical documentation, contributing to a 25% increase in operational efficiency
Senior Technical Specialist
Department of Education
04.2024 - 09.2024
- Spearheaded the implementation of ServiceNow Workplace Service Delivery project, optimizing resource allocation through agile methodologies and improving system efficiency, resulting in a 20% boost in service response times
- Directed cross-functional teams in managing 8 patch cycles, leveraging SNDTA governance frameworks for seamless platform upgrades, reducing downtime by 15%
- Drove process improvements by analysing workflows, identifying bottlenecks, and deploying automation solutions, increasing productivity by 25% across key operations
- Led the BAU team, ensuring timely resolution of service requests, proactive issue identification, and ongoing service enhancements
- Oversaw ServiceNow platform upgrades from planning to execution, ensuring smooth transitions with minimal business disruption
- Managed high-priority incidents, coordinated with stakeholders for swift resolution, and maintained open communication during critical situations
- Delivered major projects, including Workplace Service Delivery 2.0 and CFT projects, utilizing agile methodologies for efficient execution
- Authored and maintained knowledge articles, improving internal documentation and knowledge transfer processes
- Fostered cross-functional collaboration to align IT services with business goals, significantly enhancing service delivery outcomes
ServiceNow Administrator
Department of Education
01.2019 - 08.2020
- Administered and supported ServiceNow instances, effectively managing BAU requests and system upgrades from New York to Paris versions
- Served as Test Lead for patch cycles, coordinating with diverse teams to ensure compliance with governance standards
- Provided technical support, troubleshooting complex issues to maintain system stability and performance
Application Developer - ServiceNow
Queensland Shared Services
09.2017 - 12.2018
- Developed and administered ServiceNow instances for DEO and SSQ, focusing on ITSM to improve service efficiency
- Contributed to the successful delivery of the MoG project, managing incidents, generating performance reports, and supporting strategic decisions
- Facilitated agile processes, gathered business requirements, and managed change requests to ensure smooth project delivery
- Provided technical mentorship, promoting best practices in ServiceNow development and administration
Service Desk Consultant
Queensland Shared Services
05.2016 - 08.2017
- Delivered high-quality customer support, processed system access requests, and prioritized incidents to ensure continuous business operations
- Managed SAP and Fusion user access, conducted daily system health checks, and escalated issues for rapid resolution
- Consistently met service desk KPIs, contributed to team performance goals, and assisted in onboarding and training new team members
- Shared knowledge and best practices, fostering a collaborative environment to improve service delivery standards
Education
Diploma of Information Technology -
Central Queensland University
01.2011
Skills
Strong interpersonal and communication skills with a customer-first mindset
Analytical thinker with a focus on delivering practical, innovative IT solutions
Quick learner, adaptable to fast-paced environments and evolving technologies
Excellent time management with the ability to prioritize tasks efficiently
Proven leadership in guiding teams and resolving complex technical challenges
Recognized as a STAR team member for exceptional customer service and dedication
Certification
- Certified ServiceNow Administrator (SN CSA)
- ITIL V3 Foundation Certified
Technical Proficiencies
· Service Management: ServiceNow (ITSM, HRSD, WSD, Finance & Procurement Custom Applications)
· Programming: HTML, CSS, JavaScript, AngularJS
· Operating Systems: Windows Server 2008/2012, Windows 7/8.1, Basic Linux Administration
· Applications: Aurion Payroll, Microsoft Office Suite, SharePoint 2013 Admin, Citrix XenApp 6.0, Lattice
Referees
Available on request
Timeline
Senior Technical Specialist
Department of Education
04.2024 - 09.2024
Senior ServiceNow Administrator
Department of Education
09.2020 - Current
ServiceNow Administrator
Department of Education
01.2019 - 08.2020
Application Developer - ServiceNow
Queensland Shared Services
09.2017 - 12.2018
Service Desk Consultant
Queensland Shared Services
05.2016 - 08.2017
Diploma of Information Technology -
Central Queensland University
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