Apeksha Joshi

ServiceNow Team Lead with over 6 years of experience in ServiceNow development, specializing in ITSM implementations, configurations, and customizations. Expertise includes Service Portal, Hardware Asset Management, and CMDB. Proven ability to understand business requirements and deliver ITSM solutions within tight deadlines.

• CSA - Certified System Administrator
• CAD – Certified Application Developer

I hereby declare that above information is correct to the best of my knowledge and belief., Pune, 12/01/25

ServiceNow SPO Implementation - Team lead

• Installed SPO plugis

• Designed the procurement workflow for Airbus helicopters

• Worked on playbook implementation for procurement workflow

• Crated UI actions & scripts to fulfill the requirement

• Worked on dashboard for the SPO module

• Designed the Source to pay workspace according to the client requirement.

• Created custom tables for project requirements.

NGX - Employee Portal ServiceNow

Role: Sr. ServiceNow Developer 

Responsibility:

• Setup new self service portal for the client , The OOTB Employee service centre According to the client requirement.

• Creating new incident form with Ai search functionality , to help user find solution before raising an incident.

• Migrated all the older functionalities which were customized in the clients service portal to the new OOTB Employee portal.

• Created all the new assignment rules and user criteria’s for the incidents .

• Worked on setting up quick links and taxonomies in the employee portal according to the old portal.

• Worked on Decision tables & decision table Api for project requirement.

• Customized some of the widgets to match the requirement and fulfil business needs.

• Worked on knowledge base setup for EP.

• Worked on Ai search sources for knowledge and catalog.

Myallicia - Service Portal

Role: Sr.ServiceNow Developer 

Responsibility:

• Worked on completely customized service portal .

• Implemented different customized backend process on the Portal like – Enable End User Acceptance.

Complaint management.

Clone request.

• Worked on customizing the Workplace booking forms for different OE’s

• Worked on Managing the Cross border remote work Request forms and its customizations according to different OE’s.

• Worked on the translation of the service portal in 14 different languages.

• Worked on the onboarding of different organizational entities according to their demands for the portal.

• Involved in the performance improvement initiative for the customized self-service portal .

• Involved in the Defect management for the service portal .

• Worked in different POC’s to enhance the existing service portal and also added new ideas to it.

ServiceNow CMDB & HAM

Role: Sr. ServiceNow Developer 

Responsibility:

• Redesigned the service Request management for client.

• Introduced new states & stages and their mapping as per the new HAM process.

• Created new UI actions & customized some OOTB UI actions.

• configured Asset ci Status mapping and field mapping.

• Created new ACL’s for some requirements and modifying the existing ones as per the new requirement.

• Redesigned the service portal pages according to newly implemented process.

• Created the new workflows & customized OOTB workflows.

• Created notifications and templates.

• Worked on creation of users, groups and roles.

• Custom table creation .

• Customization using Client Script, Business Rule & Script include.

• created new Hardware catalog items and designed their process according to each region and country.

• Created Catalog client scripts, Catalog UI policy, variables, variable sets.

• Deploying the developed code to Test or Production instances using Update Sets& global scope application.

• Created Knowledge base & Knowledge articles, templates.

• Done unit testing & documentation.

• Created Runbook and release notes for each project release. Also created user manual & technical document.

Servicenow CMDB Implementation

Role: ServiceNow Developer 

Responsibility:

• Implemented Hardware Asset Management as per requirement.

• customized processes like: -

• New Hardware Request

• Replacement Request

• Hardware Refreshment Request

• Integrated with third part tool using REST API.

• Integrated Service Now with third party tools to populated CMDB data.

• Created service catalogs and modified existing ones as per the new requirement.

• Created variables, variable sets for catalog items.

• Imported data using Import Sets.

• Implemented new functionalities for the project enhancement.

Servicenow Implementation & customization

Role: ServiceNow Developer 

Responsibility:

• Migrated around 400 Catalog Items as part of merger of client companies.

• Ensured the Catalog items worked similar as they use to work before Migration from another instance.

• Improved the process of Catalog items with ServiceNow best practices in terms of Client and server-sidescripts, and workflows as well.

• Order Guides, Record producers, Catalog Items, and Catalog item designers along with SLA used at the Task level.

• Implemented several functionalities that helped streamline customer fulfilment process.

• Created custom tables as a part of the solution.

• Developed around 100 new catalog items & Record producers as part of development.

• Modified and enhanced several catalog items as per new requirements.

• Configured and customized Service Portal to ensure all items worked properly on Portal.

Servicenow Adminisration & developement

Role: ServiceNow Developer 

Responsibility:

• Managed user, group, and roles.

• Configured changes in form layout and list layout.

• Created new fields and Tables as per client Requirement.

• Defined the roles and responsibilities associated to the user

• Manages and resolves incidents against Service Now applications.

• Coordinated Service Catalog options, Order guide including two-step checkout, variables.

• Managed data with Tables, Import Sets, and Update Sets.

• Enhancement and Development in incident Management, Service Catalogs.

• Responsible for creating various workflow for incident management, Service request.