Dhruti Shah
Bangalore
Summary
Innovative Servicenow Developer with 3.5 years of experience in CSM, ITSM, Performance Analytics, and Knowledge Management. Skilled in Servicenow Scripting, Rest Integration, Performance Analytics Reporting/Dashboard, Self-service Portal, Workflow Automation, and Agile methodologies. Strong problem-solving and teamwork abilities in fast-paced environments. Committed to continuous learning and improvement for developing scalable solutions.
Overview
1
1
Certification
Work History
ITSM Service Now Developer, 05/2023 - Current
TCS – Bangalore, Karnataka
- Worked on the ITSM module for a renowned telecom client's incident management and service request processes. Developed multiple service catalogs and implemented automated workflows, handling requests from third-party systems using API Integration, automating approval flow, and streamlining request submissions.
- Developed and managed multiple types of change request workflows, i.e., Standard, Unscheduled and Emergency, with varying levels of fulfillment and approval flow.
- Single-handedly managed performance analytics, analyzing historical data to forecast future trends, which helped achieve a 60% improvement in incident and request fulfillment within the SLAs.
- Have a good hands-on experience on Self Service Portal widgets to enhance user experience for incident and request management.
- Worked closely with the client to assess user stories, map out process flows, and identify potential areas for automation. Successfully resolved over 50 complex production issues, while also providing more than 10 training sessions to end users.
CSM ServiceNow Developer, 05/2021 - 05/2023
TCS
Gandhinagar, Guajarat
- Developed 'Post-Order Management Application' from scratch using Customer Service Management (CSM) module in the telecom domain.
- Responsibilities included implementing complex scripting, integrating REST APIs for both inbound and outbound communication, and automating workflows to ensure complaint resolution within SLA.
- Possess strong expertise in configuring reports and dashboards to support data-driven decision making.
- Collaborated closely with clients, worked with cross-functional teams, gaining valuable insights and strategies for effectively managing both requirement gathering and code delivery.
- Achievements: Reduced average ticket resolution time by 60% through workflow automation and process improvements.
Education
Master of Engineering - Computer Engineering
Gujarat Technological University
12-2020
Bachelor of Engineering - Information Technology
Gujarat Technological University
05-2017
Skills
- CSM, ITSM
- REST API
- Workflow Automation - flow designers
- Client Side-Server Side Scripting
- Performance Analytics
- Data Management - Import Set, Transform Maps
- Schedule Jobs
- ACLs
- UI Builder
Certification
- Microsoft certified: Azure Administrator Associate" .
- ServiceNow System Administrator Certification
Timeline
- Microsoft certified: Azure Administrator Associate" .
- ServiceNow System Administrator Certification
ITSM Service Now Developer, 05/2023 - Current
TCS – Bangalore, Karnataka
CSM ServiceNow Developer, 05/2021 - 05/2023
TCS
Master of Engineering - Computer Engineering
Gujarat Technological University
Bachelor of Engineering - Information Technology
Gujarat Technological University
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