Jasleen Kaur

Results-driven ServiceNow Senior Consultant and Functional/Technical Expert with 8.5+ years of enterprise consulting, software development, and managed services experience. Proven track record leading complex ServiceNow implementations across ITSM, HRSD, and SPM modules in large-scale Agile environments. Expert in translating customer business goals into robust technical solutions, running technical process workshops, and delivering custom applications.

Adept at conducting rigorous code reviews, unit testing, and building integrations to maximize ServiceNow platform capabilities and drive digital transformation.

Senior Consultant | AMS Lead - Deloitte India - Gurugram, India

(2021-02 - 2026-05)

• Functioned as ServiceNow Technical and Functional Expert for global client deployments; designed and implemented complex enterprise solutions across ITSM and HRSD modules
• Led technical process discovery workshops to assess client current-state architecture and establish future-state roadmaps aligned with ServiceNow platform capabilities.
• Spearheaded application development lifecycle activities in an Agile environment, executing sprint planning, backlog grooming, and release management while maintaining 100% on-time, on-scope delivery.
• Conducted rigorous code reviews and unit testing of solutions developed by teams to enforce development best practices and platform security standards.
• Delivered a proof of concept for Employee Center and configured Boomi integrations to support service catalog modernization and cross-platform data consistency.
• Supported HR Case Management initiatives by gathering requirements, validating solutions, and improving employee-facing services within HRSD.
• Managed enhancement intake, prioritization, and platform governance; consistently met 98%+ SLA compliance rates across challenging, fast-evolving multi-client environments.
• Designed governance dashboards, reports, and access control solutions (ACLs) to support operational visibility, portfolio management, and compliance requirements.
• Supported proposal development, RFP responses, effort estimation, and solution presentations for 3-4 prospective clients while meeting strict submission deadlines.
• Supported ServiceNow Knowledge Management processes by maintaining knowledge articles, improving content accessibility, and enabling effective self-service adoption for end users.

Senior Systems Engineer - Infosys Limited - Pune, India

(2017-08 - 2021-02)

• Developed and configured custom scripts, including Business Rules, Client Scripts, Script Includes, Workflows, and Access Control Lists (ACLs) to meet specialized business criteria.
• Optimized core ITSM applications (Incident, Problem, Change, and Request Management), reducing operational process bottlenecks through smart out-of-the-box (OOTB) tailoring.
• Coordinated platform upgrades, architectural validations, and system patch testing across diverse development, test, and production environments.
• Facilitated requirements-gathering sessions and built core functional specifications to ensure technical deliverables perfectly matched evolving business needs.
• Delivered client demonstrations, user training sessions, and knowledge transfer activities to support smooth application adoption.

Bachelor of Computer Engineering - Computer Engineering - Punjabi University (2017)