Ayushi Agarwal

ServiceNow Developer with 2 years of experience architecting scoped applications, ITSM customizations, and enterprise integrations. CSA, CAD, CIS-Event Management, and CIS-Data Foundations certified, with a track record of building automation that reduces manual workload for support and operations teams.

Software Engineer at Sopra Steria India (2024-08 – Present)

• Led customization and enhancement of core ITSM processes - incident, problem, change and service request management, improving operational efficiency and service delivery for end users across the organization.
• Architected and developed 5+ scoped applications with custom tables, modules, business logic, and user interfaces, each supporting a distinct business function end-to-end.
• Developed 20+ catalog items and record producers that streamlined service request intake, cutting manual triage steps for support teams and shortening request turnaround time.
• Designed and optimized complex Flow Designer solutions, reusable subflows, and custom flow actions, automating multi-step business processes that previously required manual handoffs between teams.
• Built custom dashboards and reports giving business stakeholders real-time visibility into service performance and operational metrics, replacing ad hoc manual status reporting.
• Engineered a bidirectional Jira–ServiceNow eBonding integration using REST APIs, automatically creating ServiceNow tasks from Jira assignments and synchronizing updates between both platforms in real time.
• Designed and created Inbound Email Actions to automate email-driven ticket creation, and status updates, improving the efficiency of email-based support workflows.
• Developed and maintained Import Set and Transform Map configurations to automate CMDB data ingestion, ensuring accurate mapping, normalization, and relationship management for configuration items.
• Integrated scoped applications with Git Source Control, enabling version control, collaborative development, structured release management, and reliable deployments across multiple ServiceNow instances.

Software Developer Intern at Rwebsys Technologies Pvt. Ltd. (2023-08 – 2024-07)

• Developed and maintained full-stack web applications using React.js, Node.js, Express.js, and MySQL, delivering scalable, responsive business solutions.
• Designed and integrated RESTful APIs enabling seamless communication between frontend applications and backend services.
• Built reusable React components and responsive interfaces, improving usability across desktop and mobile devices.
• Hosted and managed applications on AWS EC2, including server configuration, deployment, and monitoring.

B.Tech in Information Technology and Mathematical Innovation – Cluster Innovation Centre, University of Delhi (2020 – 2024)

Intermediate in Science – Rishabh Academy (CBSE Board) (2018 – 2020)

Secondary Education – Rishabh Academy (CBSE Board) (2017 – 2018)