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.
