Gomathy Sanjana I S

Project Name: Rainbow SN Migration

Role: Specialist ServiceNow Designer

Team Size: 6

• Collaborate with business stakeholders to gather and analyze requirements, delivering cost-effective and customer-friendly solutions within the Service Request Management module.
• Utilize B2B frameworks to provide Customer Service Management (CSM) as a front-end solution, seamlessly integrated with IT Service Management (ITSM) on the back end.
• Responsible for solution designing, Architectural discussions and documentation.
• Oversee integrations with TMF 641 and TMF 637, ensuring comprehensive solution design and implementation.
• Transform business requirements into user stories, guiding developers to meet project deadlines effectively.
• Lead sprint planning, delivery, and customer satisfaction initiatives, actively driving project success.
• Conduct thorough analysis of requirements to ensure alignment with business justification and value addition for customers.
• Accountable for the timely delivery of committed features in accordance with Agile methodologies

Project Name: CSM Coral
Client Name: Roche
Role : CSM Tech Lead, Senior Developer
Team Size: 5

• Led technical design workshops to gather client requirements, translating them into actionable user stories.
• Spearheaded the implementation of Customer Service Management (CSM) solutions, including Case Management, Configurable Workspace, End User Portal, Virtual Agent, Knowledge Management, Survey Management, and Reporting.
• Engaged in solution design and architectural discussions, contributing to the development of comprehensive technical and solution documentation.
  

Project Name: GATE - Helios(NAMCSR, NAMEDU), GATE - CSDM Implementation

Client Name: Siemens Healthineers

Role: Tech Lead, Senior Developer, Release Manager

Team Size: 3

• Successfully implemented the Customer Service Management (CSM) Agent Workspace, enhancing user experience and operational efficiency.
• Migrated SAP functionalities to ServiceNow (SN) utilizing import set APIs, streamlining processes and improving system integration.
• Conducted analysis and data modeling of Asset, Configuration Item (CI), User, Contact, and Location using the Common Service Data Model (CSDM) framework, delivering tailored data models for clients.
• Actively participated in technical solutioning and architectural discussions, contributing to the overall design and strategy.
• Led a development team, providing support and mentorship to junior developers, fostering a collaborative and growth-oriented environment.
• Managed release and upgrade activities, ensuring smooth transitions and minimal disruption to services.

Project Name: ESM DevOps

Client Name: SwissRe

Role: Platform Administrator, DevOps Engineer

Team Size: 8

• Managed and maintained all ServiceNow (SN) instances, ensuring optimal performance and availability.
• Monitored instance performance metrics, including nodes, MID Server, system logs, transactions, and table growth, to proactively address potential issues.
• Investigated and troubleshot incidents affecting users and platform, restoring services with minimal disruption; conducted problem management to deliver detailed root cause analyses (RCA) in accordance with SLA requirements.
• Provided administrative support during major and minor releases, platform upgrades, cloning processes, and daily deployments. Coordinated with ServiceNow vendor for HI cases.
• Ensured instance security through instance hardening and support for penetration testing initiatives.
• Managed integrations by configuring MID Server data sources and maintaining REST/SOAP APIs to facilitate seamless data exchange.
• Delivered development stories utilizing various ServiceNow components, including Client Scripts, Business Rules, Script Includes, UI Policies, UI Actions, Email Notifications, Scheduled Jobs/Reports, SLA Definitions, Flow Designer, Performance Analytics, and Integration Hub.