Servicenow Developer Case Management

DEEPIKA M SHETTY

CONSULTANT AT EY

****************@*****.*** +91-876******* LinkedIn

SUMMARY

A competent professional with over 2.9 years of experience as ServiceNow Developer having worked with diverse clients to implement effective solutions. Deep understanding of ServiceNow modules such as ITSM, HRSD, CMDB, IRM. Possessing a strong enthusiasm for learning and a thorough understanding of the ServiceNow platform's capabilities. Proven success in identifying and implementing enhanced solutions that fulfill the needs and aspirations of clients and stakeholders.

WORK EXPERIENCE

Ernst and Young LLP Bengaluru, India

Consultant at EY Oct 2024 – Present

• Solutioning to implement Control and Risk Questionnaires using Custom Application led to increase in 30% user productivity and 40% increase in automation.

• Demonstrated FSO capabilities to generate task on response to an Inbound email using Document Intelligence with 40% reduction in manual workload.

• Conducted comprehensive training sessions on new features of Continuous Control Monitoring through Audit Management to ensure full adoption among 15+ team members at the Banking client's headquarters. Associate Consultant at EY Oct 2023 – Sep 2024

• Utilized Agile methodology, achieving project delivery within established timelines, and delivered a strong issue resolution capability, effectively employing optimal solutions with a 100% commitment to quality and efficiency.

• Implemented HR Case management for an investment client, replacing legacy Ask HR system involving COE configuration, HR case creation using Record producers, HR Service configurations, SLAs, COE Security Policies, Notifications, Flow designer for case and task fulfilment, Sub flows, HR Profile generation and achieving 60% replacement of legacy system.

• Seamlessly deployed update set’s across UAT, Dev, Prod with experience in Performing User Acceptance Testing along with exceptional documentation leads to 40% better knowledge transfer.

• Imported data into CMDB tables from Excel utilizing transform map by leveraging transform map (Script) and IRE for avoiding duplicates and prioritizing the true source of data leading to 40% decrease in manual work.

• Built CMDB health Dashboard using Performance Analytics for Completeness and Correctness score for monitoring CMDB health.

Senior Analyst at EY Sep 2022 – Sep 2023

• Replicated functionalities from BMC Remedy to ServiceNow for Banking Customer. Worked on 200+ Service Requests including HRMS, End User Support, Non-End User Support, Service Desk Automation.

• Expertise with ITSM Module working with Service Catalogs, Client Scripts, Business Rules, Flow Designer, UI Policies, UI Action, Notifications, SLA’s, Email Scripts to customize platform as per business requirements. Summer Intern at EY Mar 2022 – Jun 2022

• Completed training in ServiceNow Administration and Development.

• Managed Incident and Change management processes in ServiceNow, reducing incident resolution time by 20% and improving service availability through standardized change practices. EDUCATION

CMR Institute of Technology Bengaluru, India

B.E in Information Science and Engineering Aug 2018 - Jul 2022 SKILLS

• Programming Language: JavaScript

• ServiceNow Modules: ITSM, HRSD, CMDB, IRM, Audit Management, Performance Analytics

• ServiceNow Skills, Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, ACL’s, SLA’s, Flow Designer, Notifications, Email Scripts, Schedule Jobs, Transform Maps, Rest API, Scripted Rest APIs, Reports and Dashboards, Inbound email actions.

ACHIEVEMENTS

• “Emerging Extraordinaire” EY, 2024

o Internal recognition program at EY designed to acknowledge and celebrate outstanding performance or contributions by employees who are rising stars or who have shown exceptional skills and potential in ServiceNow.

• “EY Budding Star” EY, 2023

o Recognizing emerging talent within the organization employees who have shown exceptional growth, innovation, or contributions in ServiceNow.

CERTIFICATION

• Micro Certification - Configure the CMDB

• Micro Certification - CMDB Health

• Certified Implementation Specialist (CIS) - IRM (12/2023 - Present)

• Certified Application Developer (CAD) (04/2023 - Present)

• Certified System Administrator (CSA) (12/2022 - Present)

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