Juhi Chawla

Experienced ServiceNow professional with 7 years of hands-on expertise in designing, implementing, and optimizing ServiceNow solutions. Passionate about leveraging deep knowledge of the platform to drive automation, streamline IT operations, and deliver impactful business results. Eager to contribute my skills in ServiceNow administration, development, and process improvement to help organizations achieve seamless service management and innovation, while continuing to grow and expand my technical capabilities.

Technical specialist application developer at Birlasoft (2024-10 – Present)

• Designed and implemented Customer Service Management (CSM) processes using ServiceNow to enhance customer experience and streamline service operations.
• Configured case management, account and contact models, SLAs, and entitlements within ServiceNow CSM.
• Integrated CSM with external systems (e.g., CRM, ERP) to enable seamless customer data exchange and real-time updates.
• Created custom workflows, business rules, UI policies, and client scripts tailored to customer service use cases.
• Developed and maintained Customer Service Portals with self-service capabilities including knowledge base, virtual agent, and case submission.
• Automated repetitive tasks using Flow Designer and Workflow Editor to improve efficiency and case resolution times.
• Monitored and analyzed CSM metrics and reports to drive continuous service improvements and ensure SLA compliance.
• Collaborated with cross-functional teams including developers, process owners, and support teams to implement CSM enhancements.
• Led end-user training and documentation for CSM module to ensure smooth adoption and usage by customer service teams.
• Managed upgrades, patches, and testing for the CSM module to ensure platform stability and feature optimization.

Senior Service Now Developer at Birlasoft (2021-05 – 2024-10)

ServiceNow HRSD Developer - Experienced in the development and configuration of HR scoped applications within the ServiceNow platform.

• Hands-on experience with the ServiceNow HR Service Delivery (HRSD) platform, including configuration and enhancements in Case Management, Knowledge Management, and the Employee Service Center (ESC).
• Strong working knowledge of GlideForms, Fields, Views, Lists, UI Policies, Records, AJAX, and GlideSystem, utilized across UI Actions, Business Rules, and Client Scripts.
• Skilled in engaging with business stakeholders to gather requirements, present solution options, and set clear expectations.
• Designed and implemented SLA configurations for various HR case types to ensure timely resolution and compliance.
• Actively contributed to platform upgrades, including the San Diego version, with testing and validation responsibilities.
• Created and managed customer satisfaction surveys and HR request surveys, including automated notifications.
• Involved in language translation efforts for global HRSD implementations, including Thai, Traditional Chinese, and Brazilian Portuguese.

Servicenow Developer at Wipro (2017-08 – 2021-05)

ServiceNow ITSM Developer - Hands-on experience managing administrative responsibilities and deployments including custom fields, workflows, business rules, client scripts, script includes, UI actions, notifications, and more.

• Proficient in troubleshooting and resolving issues related to the Service Portal.
• Actively involved in the Orlando upgrade from the London release, including validation, testing, and migration activities.
• Worked on configuring and deploying the Virtual Agent (Orlando version) for improved user interactions and automated resolutions.
• Experience with modules such as Call Scheduling, Agent Workspace, Performance Analytics, and Automated Test Framework (ATF).
• Created and maintained weekly progress reports for clients and management to track development and issue resolutions.
• Managed CMDB and asset data loads, ensuring data accuracy and integrity.
• Designed and implemented various Service Catalogs and related workflows.
• Worked extensively on the Knowledge Management and Change Management modules, including workflow customization and report scheduling.

Control M Administrator at Wipro (2015-08 – 2017-08)

• Responsible for creating, scheduling, monitoring, and managing batch jobs using Control-M.
• Developed and maintained job schedules, dependencies, and calendars to support various business processes.
• Monitored job execution and resolved job failures by coordinating with development and support teams.
• Performed Control-M job migrations across environments (Development, QA, Production).
• Implemented alerts and notifications for job failures, delays, or SLA breaches to ensure proactive incident management.
• Collaborated with application teams to optimize job workflows and reduce batch processing times.
• Participated in Control-M upgrades and patch installations, ensuring minimal downtime and system stability.
• Documented job configurations, workflows, and operational procedures for knowledge sharing and audit compliance.

MTech – Vellore Institute of Technology (2019)

B.Sc – Ch Charan Singh University (CCSU), Meerut (2019)