Koyel Guha

About Koyel Guha

Total Exp- 10+ yearsWorking in Accenture having 7 years of experience in ServiceNow Development & Implementation as a ServiceNow Developer.Proficient in Performance Analytics, form designing & customizations, Reporting including firm hold in ServiceNow Scripting.Resolving Defects on Incident, change, problem and service request modules.Making sure of the incidents are handled within time limit. ZERO escalation on incident handling.Handling E2E releases for clientMaking sure of informing/updating respective stakeholders in timely mannerCertifications - Certified Service Now Admin- ITIL V3 Foundation CertifiedWorked in Wipro Limited for 3+ years having experience in the following areas:Customer Service, Service Desk, Support Analyst, Communication Analysis.Experienced in handling customer issues and customer resolution in Wipro BPS for British Telecom, UK.

Experience

1. Servicenow Developer

   Accenture

   Sep 2016 — Present · Kolkata, IN

   Interact with business stakeholders to plan project releases, manage sprints in JIRA• Development and management of the stories with complete quality (i.e. No “KO”s)• Worked on JIRA Process flow• Responsible for working on Enhancements, defects and incidents in ServiceNow Instances• Responsible for Assisting and aiding fellow developers in peer reviewing the stories• Responsible in Handling E2E releases for client• Managing and handling problem tickets and to identify potential problems• Responsible for migrating update sets to production environment for every release• Participated in daily scrum meetings, regular sprint planning and review and retrospective• meetings• Developed and customized ITSM Modules (Service Catalog, Incident Management, Problem• Management, Change Management etc.)• Agile Adherence- Sprint Management – Estimation, update and timely completion of the stories in a sprint• Expertise in Performance analytics module, implemented more than 50 dashboards using PA components (i.e. indicator, indicator source, breakdown, breakdown source, scorecard, bucket group, widgets etc.)• Proficient in writing Business Rules, Script Includes, Scheduled Job, UI Actions, Client Scripts, Catalog Client Scripts, UI Policies and Catalog UI Policies UI Policies, Background scripts, ACL’s, import sets, Transform Map/Transform Script, Reports, Data Policy, Service Portal etc• Developed Catalog Items, Inbound Email Actions as per the client requirement• Worked on Scheduled Job, Events and Email Notifications, Email Scripting, Email Templates.• Configured SLAs as per the client requirement• Participated in technical requirement process• Explore opportunities for customers to experience higher business value & address complex challenges

Education

• Kuvempu University, Shankaraghatta, Shimoga

  BSc(IT), Information Technology

• Kendriya Vidyalaya

  Higher Secondary, Science