DEBANJANA DEY
Kolkata
Summary
Cross skilled professional with total 10 years of experience as a Business Analyst and ServiceNow Developer having earned reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Lead Developer
HSBC
Kolkata
02.2024 - Current
- Collaborated with cross-vendor teams to define new development practices and deployment processes within the team working on the Legal Service Delivery product.
- Architected and implemented a Digital Forensics module
- Reviewed code for quality assurance, ensuring the best standards are maintained.
- Coordinated with business stakeholders and product owners to refine requirements and provide technical design.
- Created complex reports using Performance Analytics and Dynamic Content to meet business reporting requirements.
- Analyzed customer feedback and identified opportunities for improvement in the existing implementation.
Software Developer
Kyndryl
Kolkata
02.2021 - 02.2024
- Designed and developed custom application to replace legacy tool for Account & Contract onboarding.
- Built new framework to standardize all Servicenow-to-Servicenow case integrations making it seamless, plug and play configuration.
- Created new table-driven approval architecture for Change workflow to achieve a low-code solution.
- Added new knowledge bases, workflows to facilitate Knowledge Management for Problem Managers.
- Created multiple Performance Analytics indicators, reports, and dashboards.
- Installed & configured cloud contact center application Five9 with ServiceNow.
- Configured Engagement Messenger module to expose CSM capabilities to external websites. Embedded agent chat to provide live agent chat support on external website through Engagement Messenger.
Infra Developer
Cognizant Technology Solutions
Kolkata
06.2018 - 02.2021
- Analyzed requirements and designed, developed and implemented multiple catalog items and workflows.
- Developed technical solutions to diverse operational problems on ITSM modules.
- Provided technical support & consultation to customers for Incidents, Requests meeting target SLA.
- Configured as well as performed troubleshooting, debugging on Data Sources & Import Sets, Transform Maps & issues.
- Generated and scheduled reports, created dashboards covering details about data & system operations.
- Prepared and maintained Unit Test Cases, Release & Deployment documents.
- Developed REST integration with the incident table.
- Configured Scheduled Jobs for sending reminder emails based on different date calculations.
Business Analyst & Scrum Master
IBM
Bangalore
11.2015 - 05.2018
- Synthesized current business data to produce reports and polished presentations, highlighting findings and recommending changes.
- Attended multiple connect sessions with key business stakeholders to collect information on business processes and user requirements.
- Reviewed & analyzed BRD, Epic to carry out impact and gap analysis. Created use cases and estimated project cost.
- Derived conceptual E2E, AS-IS/TO-BE designs from business objectives to deliver software and applications according to specifications for usability, performance and functionality.
- Documented system level requirements in form of HLD, AID (Waterfall) or User Story (Agile) to align with business requirements.
- Worked closely with software development and testing team members following to design and develop robust solutions to meet client requirements for functionality, scalability, and performance.
- Worked as a scrum master for 2 agile projects.
- Facilitated Agile best practices, fostered scrum framework - sprint planning, backlog grooming, daily scrums, sprint reviews and sprint retrospectives.
- Conducted Demo session with Product Owners after each iteration to review MVP.
Education
Master of Technology - Data Science & Engineering
Birla Institute of Technology & Science
Pilani, India04.2022
Bachelor of Technology - Electronics & Communication Engineering
West Bengal University Of Technology
07.2015
Skills
- Servicenow Development
- Solution Designing
- API based Integration
- Elicitation
- Documentation & Reporting
- Driving scrum team
- Data Science apprentice
Certification
- ITIL v4 Foundation
- 4x Certified Implementation Specialist - CSM, ITSM, HRSD, Platform Analytics
- Certified Application Developer
- Certified ServiceNow Administrator
- Certified Scrum Master (Scrum Alliance)
- Oracle 11g fundamentals
Languages
- English
- Bengali
- Hindi
Timeline
Lead Developer
HSBC
02.2024 - Current
Software Developer
Kyndryl
02.2021 - 02.2024
Infra Developer
Cognizant Technology Solutions
06.2018 - 02.2021
Business Analyst & Scrum Master
IBM
11.2015 - 05.2018
Master of Technology - Data Science & Engineering
Birla Institute of Technology & Science
Bachelor of Technology - Electronics & Communication Engineering
West Bengal University Of Technology