Gomti Kashyap

Results-driven ServiceNow Application Support Engineer with 3 years of experience at Deloitte supporting Rogers Communications across 5 production instances and 5,000+ users. Deep expertise in ITSM and HRSD modules with a proven record of diagnosing complex integration failures, driving platform upgrades, and delivering 15+ consecutive zero-failed-deployment releases.

Holds

ServiceNow CSA, CAD, and CIS-Data Foundations (CMDB & CSDM) certifications. Skilled in JavaScript, Glide APIs, REST/SOAP integrations, Flow Designer, and Performance Analytics. ITIL-aligned practitioner with Agile/Scrum delivery experience.

Analyst at Deloitte USI (2023-10 – Present)

Client: Rogers Communications

• Incident & Problem Management: Managed high-impact incidents end-to-end across ITSM and HRSD modules; performed root cause analysis and prevented recurrence through permanent fixes.
• Integration Debugging & Fixes: Resolved integration bugs causing 200–300 daily auto-closed tickets and HRSD employee-type mismatches; rewrote matching logic to employee-number keys before third-party cutover with zero sync failures.
• Development & Configuration: Configured Business Rules, Client Scripts, UI Policies, Script Includes, and Flow Designer automations; wrote custom JavaScript using Glide APIs (Glide Record, Glide Ajax, Glide Form).
• Performance Analytics: Mentored a non-technical stakeholder to independently create their own reports.
• Localization: Translated a 50+ field Catalog item with dynamic script-populated content for 100–200 French-language users in 2 days.
• Release & Sprint Management: Handled tasks, dev stories, and incidents each sprint alongside monthly patching and post-clone validation across 5 instances.

B.Sc. in Information Technology – SNDT Women's University (2020 – 2023)