Rishita P.

About Rishita P.

Experienced and results-driven ServiceNow Admin/developer and CSM Business Process Analyst with a strong background in designing, configuring, and implementing enterprise-grade solutions on the Now Platform. Skilled in translating business requirements into scalable and maintainable ServiceNow applications that enhance service delivery, streamline operations, and support organizational goals.

Experience

1. Servicenow Technical Business Analyst

   Zayo Group

   Oct 2025 — Present

   Led end to end delivery of ServiceNow - Salesforce integrations across multiple ITSM modules including Case, Incident, Problem/Major Incident, and Change Management.• Defined functional/technical requirements for automated Case and Incident generation, including field population, assignment rules, and lifecycle management.• Developed and documented state and status synchronization logic between ServiceNow ITSM records and Salesforce Case records.• Collaborated with platform teams to establish External ID, Correlation ID, and unique record linking between systems.• Partnered with architects to define scalable data mapping, transformation rules, and cross system validation logic.• Authored clear, concise User Stories, Technical Stories, Acceptance Criteria, Capability Definitions, and Process Documentation for integration initiatives.• Collaborated closely with teams in Customer Service Management (CSM), IT Service Management (ITSM), and Major Incident Management (MIM) to ensure correct alignment of workflows.• Contributed to the creation of CMDB-related logic, including automatic population of Configuration Items (CIs) from external data.• Participated in defining integration error handling, including retry logic, error queues, and alerting mechanisms.• Collaborated across multiple platform teams to align ServiceNow Record Producer / CSM workflows with Salesforce Case Management processes.• Helped streamline operational processes through automation, reducing manual data entry and improving cross platform visibility.• Supported rollout activities, including UAT, system demos, business readiness, and post deployment validation across ServiceNow and Salesforce environments.• Preparing field-level data mapping documents, transformation rules, integration specifications, and error-handling scenarios for API-based integrations.

Education

• Vellore Institute of Technology

  Bachelor of Technology - BTech, Electronics and Communications Engineering

• University at Albany

  Master of Science - MS, Information Science/Studies - Data Analytics