Keertha Dharshini B

Certified ServiceNow Developer with 1 year of hands-on experience in ITSM, CSM, FSM, SOM and Now Assist implementations. Proficient in advanced platform configuration, including Service Catalog, Flow Designer, Client Scripts, Business Rules, Script Includes, Glide APIs, ACLs, and REST API/IntegrationHub. Proven track record in automating business processes, configuring complex case and request workflows, and deploying modern AI capabilities like Virtual Agent and Now Assist.

Certified

ServiceNow System Administrator (CSA) with experience working in Agile/Scrum teams and collaborating with cross-functional stakeholders.

Analyst at Avasoft (2025-09 – 2026-08)

• Configured an employee service request process using Service Catalog and Record Producers to capture request details, validate inputs, manage approvals, and generate fulfillment tasks.
• Automated Request-to-Fulfillment workflows using Flow Designer across Request, RITM, and Catalog Task.
• Configured Virtual Agent Topics with conversational flows and LLM capabilities to identify software-access requests, validate requester details, collect required information, and initiate Service Catalog requests.
• Integrated ServiceNow ITSM with Jira using IntegrationHub and REST APIs for automated record synchronization.
• Configured CSM case management for case intake, assignment, SLA tracking, notifications, and resolution.
• Configured customer products, contracts, and entitlements to support service coverage during case resolution.
• Configured Advanced Work Assignment to route cases based on agent skills, availability, and capacity.
• Configured FSM work orders and tasks for technician scheduling, dispatch, appointments, and field execution.
• Implemented generative AI-driven resolution assistance to dynamically surface contextually relevant resolved cases, internal worknotes, and knowledge base articles for support agents.
• Enabled product-to-order processing through product offerings, specifications, bundles, and pricing configuration.
• Automated customer-specific pricing and discounts based on account, quantity, contracts, and promotions.
• Streamlined lead-to-opportunity management through qualification, routing, sales stages, and revenue tracking.
• Automated quote-to-order fulfillment through approvals, order decomposition, and fulfillment orchestration.

Technical Analyst at Domex e-Data Pvt. Ltd (2024-08 – 2025-09)

• Created accurate technical patent abstracts following DWPI standards.
• Improved data accuracy and supported efficient information retrieval.
• Collaborated with teams to improve documentation quality and productivity.

Bachelor of Engineering (B.E.) in Electronics and Communication Engineering – Nandha Engineering College (2024)