Sabarna B

About Sabarna B

With a solid background as a ServiceNow Developer, I bring over two years of experience in designing and implementing ITIL-aligned solutions that enhance service delivery and operational efficiency. I hold certifications as a ServiceNow Certified System Administrator (CSA) and a Certified Application Developer (CAD), in addition to an ITIL v4 Foundation Certificate. My expertise lies in ServiceNow ITSM, where I am skilled in Incident, Problem, Change, and Request Management.I have a proven ability to optimize processes, evidenced by a 40% reduction in manual intervention through the development and maintenance of over 25 Catalog Items and Record Producers for internal service requests. At Accenture, I streamlined assignment rules and escalation workflows for P1/P2 incidents, which led to a 30% reduction in SLA breaches. I am also proficient in using Flow Designer for workflow automation, as demonstrated by a project where I launched a system to send preemptive notifications, which improved communication and reduced escalations among incident assignees.My technical skills extend to configuring UI Policies, Client Scripts, and Business Rules for form validations and automated field population. I also have experience with third-party tool integrations and using Power BI and MS Excel for reporting and data analysis. My project experience includes developing a scoped application to manage temporary device loan requests, integrating Catalog Items, approvals, and fulfillment workflows to reduce coordination effort and improve turnaround time by 40%.I am passionate about creating efficient and automated solutions that drive business value and am eager to leverage my skills in ServiceNow development to tackle new challenges and contribute to a dynamic team. I am also familiar with Microsoft Azure Fundamentals and Microsoft Azure AI Fundamentals

Experience

1. Servicenow Developer

   Accenture

   Jun 2023 — Present · Bengaluru, IN

   As a ServiceNow Developer at Accenture, I specialize in designing and implementing IT Service Management (ITSM) solutions to streamline and optimize enterprise service operations. I am actively involved in configuring and customizing ServiceNow modules including Incident Management, Request Fulfillment, and Service Catalog, ensuring seamless workflow execution and high user satisfaction.My role includes:• Developing and maintaining catalog items, record producers, and custom workflows to meet business requirements.• Configuring UI policies, client scripts, and business rules to enhance user interface functionality and automate backend logic.• Performing trend analysis on incidents, identifying recurring issues, and collaborating with cross-functional teams to implement corrective actions.• Creating and managing service quality reports and dashboards using ServiceNow and Power BI for real-time visibility and compliance tracking.• Ensuring adherence to ITIL best practices, improving response times, and reducing incident backlog - especially for P1/P2 incidents.• Validating incident records for audit readiness and compliance standards, enhancing operational transparency and accountability.By combining my technical skills with a focus on continuous improvement, I contribute to more resilient, data-driven, and compliant IT service environments.ServiceNow Certifications: Certified System Administrator (CSA) Certified Application Developer (CAD)

Education

• PSGR Krishnammal College for Women

  Bachelor of Science - BSc, Mathematics

  2020 — 2023

• Bharathiar University

  Master of Computer Applications - MCA