Shashidhara

About Shashidhara

I’m a ServiceNow Developer/Admin with 3 years of experience working on ITSM, Custom…

Experience

1. Servicenow Developer

   Tata Consultancy Services

   Sep 2022 — Present · Bengaluru, IN

   Project #1: Custom Application– Configured a scoped custom application and mitigated manual errors by introducing an approval mechanism.– Utilized all my platform fundamentals in this custom application from server-side APIs to client-side APIs.– Configured a complex record producer to request for rate changes, created a custom table extending Task, and introduced intelligence with Flow.– Configured catalog items with Flow Designer/Workflow and automated the request process.– Created reports and dashboards as per customer requirements and scheduled them.– Agile: Used ServiceNow to log stories, enhancements, and defects.Project #2: Implemented ITSM– Incident Management: Customized the OOB incident process and defined a custom state flow. Defined both Response and Resolution SLAs, configured assignment rules, priority matrix, and customized the incident management process based on client requirements.– Problem Management: Customized the process to create problem tasks and approvals based on type and priority.– Knowledge Management: Defined knowledge bases and customized the knowledge article approval process using workflows.– Change Management: Customized change management workflows for all change types. Added a new change type and corresponding custom flow. Worked on risk conditions, conflict management, change policies, approval processes, standard change templates, and change properties.Project #3: HRSD– Configured Lifecycle Events in HRSD to enhance the onboarding process with country-specific activity sets, ensuring compliance with local policies.– Developed dynamic onboarding flows triggering tasks based on the employee’s country.– Optimized HRSD case creation rules and HR service setup to support updated onboarding workflows and ensure smooth task execution.