Businesses are using digital platforms more and more to handle stuff like internal services, talking to each other, and getting work done. Because of that, the people who build these systems are super important. One of those people is Sharath Chandra Macha. He's a senior ServiceNow developer with over eight years doing this kind of work.
Macha spends his time creating, fixing, and keeping ServiceNow platforms running smoothly for big companies. He focuses on making things automatic, keeping systems stable, and making sure data is right. His main deal is making digital tools easier for everyone to use.
Macha says, Tech should make work easier, not harder. If a system is set up well, people can actually solve problems instead of fighting with the tools.
Getting Started with IT Service Management
Macha first got into IT service platforms, especially ServiceNow. Lots of companies use it to take care of support requests, problems, changes, and how work flows inside the company.
He learned a lot about the important parts of ServiceNow, like how to handle problems, changes, and keep track of everything. He usually changes the forms, layouts, and workflows to fit how teams work best.
His coworkers say Macha is practical. He doesn't try to make things too complicated. Instead, he makes solutions that are easy to understand and keep up.
Macha says, Good systems should be simple. If people can't figure out how to use them, then the system is no good.
Making Things Automatic
A big part of what Macha does is make boring tasks automatic and connect different systems so they can share info right away.
Companies often have separate systems for things like bills, HR, keeping track of stuff, and helping customers. If these systems don't talk to each other, it can cause mistakes, delays, and people having to do the same work twice.
Macha has worked a lot with connecting ServiceNow to other business systems. He says that in some cases, this cut down on people entering the same info over and over again and made reports more accurate by over 30%.
Automation is also big for him. By setting up automated workflows, he's helped support teams handle tickets faster, so they can spend time on harder stuff.
Macha says, If you automate the boring stuff, people can spend more time on work that matters. That's good for everyone.
What He's Doing Now
Right now, Macha is a Senior Software Engineer at CBRE, a big real estate company that works in a ton of countries.
At CBRE, he helps keep their global ServiceNow platform running. Thousands of employees all over the world use it. He develops the system, fixes problems, makes it run better, moves data, and manages who can see what.
His work has helped make the platform more stable, faster, and easier to use. He looks at how people use the system and gets feedback, then redesigns things to make them more user-friendly.
Macha says, Big systems can be confusing. I try to make them feel simple, even if they're complicated under the hood.
Making Things Safe and Reliable
Company systems have a lot of sensitive info, so it's super important that they're reliable and secure.
At CBRE, Macha has worked on making sure only the right people can see certain data. He's also made it easier to keep track of what's going on in the system so teams can spot and fix problems before they cause trouble.
He says that these fixes have cut down on repeat service requests and helped people solve problems faster.
Macha says, When systems are reliable, people trust them. And trust is key for digital platforms.
Earlier Work
Before CBRE, Macha worked at Lancesoft for five years as an Application Developer. During his time at Lancesoft, Macha also worked as a consultant for CVS, where he supported ServiceNow-based initiatives for enterprise-scale operations.
In that role, he helped customize workflows, improve service request handling, and support platform stability for large user groups. The consulting experience exposed him to complex business requirements and reinforced the importance of building systems that scale reliably across large organizations. He got lots of experience with different parts of ServiceNow, like Service Catalogs, Service Portals, and other apps.
He also worked on system updates, moving data around, setting up workflows, and changing how things look. He didn't just develop stuff he also talked to people who used the system to figure out what they needed and test new features.
Macha worked in Agile environments, so he was part of daily meetings, planning, and looking back at what worked and what didn't. He also helped release new versions of the system.
He says, Agile taught me how to work fast, listen to what people say, and change things quickly. It's not just about being fast it's about always learning.
Education and Certifications
Macha has a Master's degree in Computer Science, so he knows a lot about how to build software and design systems.
He's also certified as: A Certified ServiceNow Administrator.
A Certified Implementation Specialist in IT Service Management.
These certifications show he knows the best ways to set up systems, design processes, and manage platforms.
Plus, he knows JavaScript, HTML, CSS, SQL, and system scripting. He also knows about DevOps tools and cloud environments.
Focusing on What Users Need
Macha always thinks about the user experience.
Instead of just building systems from a tech point of view, he watches how people use them. Then he changes the layouts, workflows, and forms to make things smoother.
He says that these changes have helped people use self-service options more and rely less on support teams. In some cases, manual work has dropped a lot.
Macha says, Systems should work the way people think. If you need training just to do simple stuff, something's wrong.
Looking Ahead
As companies keep using cloud platforms, automation, and AI, IT service management is changing.
Macha says he's focused on learning new tech but also keeping a strong grasp on system reliability and security.
He says, Trends come and go, but the basics stay the same. Systems have to be stable, secure, and easy to use.
He's learning more about DevOps, cloud stuff, and making things automatic.
The Importance of Quiet Workers
A lot of digital systems just run in the background, but the people who build them are super important to companies.
Macha sees his work as part of a bigger picture that helps businesses keep running, employees stay productive, and data stay safe.
He says, Most people don't notice when systems work well and that's a good thing. It means we've done our job.
