Divya Jagwani
Bengaluru
Summary
ServiceNow Tech Architect with deep understanding of the ServiceNow platform, best practices, coding/design standards and core functionalities. 13 years of experience in implementing ITILv3 processes, ServiceNow platform using ServiceNow standards and best practices. Primarily involved in requirement gathering, analysis, design and configuration of core modules. Working as a Technical Architect, managing the team, involving in requirement gathering calls and delivering tasks on time. Good experience with domain separated environment and Scoped Applications. Good exposure in building custom applications and integrating with third party tools using REST.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Associate Manager/Sr Architect
Accenture
Bengaluru
10.2017 - Current
- Built Multiple Custom Applications: Financial Services(PTP, RTR, Vendor management), Telecom Services, Insurance, Sustainability product,Purge
- Meet with internal Product Owners to review stories and perform requirements gathering, design business process workflows, and process improvements
- Provide expertise for ServiceNow, Recommending and designing solutions to be implemented on the ServiceNow platform, including instantiation of new modules as well as helping improve and streamline existing capabilities and applications
- Create and maintain detailed technical and user facing documentation
- Configured Service Catalog complex requirements
- Transform business/functional requirements into detailed technical designs that represent actionable development tasks for myself & developers
- Responsible for coding, testing, implementing, maintaining, and supporting changes in the application
- Ensure tool configuration consistency across development, QA, and production environments
- Demos and prototypes as necessary in dev est env- prior to full deployment within the ServiceNow environment
- Analyze ServiceNow and ServiceNow data for potential issues and provide support for resolution of issues
- Recommend corrections to enhance system and application performance
- Provide high-level estimations and guidance for work breakdown and related efforts
- Support the design, development and configuration of a variety of areas including, but not limited to Service Portal, Incident, Service Catalog, Knowledge, custom applications, Change, Problem and Reporting, and SLAs
- Design and build integrations between ServiceNow and other Business Systems – DI, IH, IDVS, RPA, client end custom tools
- Lead ServiceNow Product Release upgrades efforts along with the team
- Interact with ServiceNow's HI Customer Support for support and troubleshooting Product or Upgrade issues
- Install, manage, and administer ServiceNow add-ons, plugins, and modules
- Contribute in ongoing production support
- Create process documentation and coach/mentor ServiceNow training to internal teams
System Analyst
Tata Consultancy Services
Bengaluru
02.2016 - 10.2017
- Worked as an offshore lead
- Accountable for every module/enhancement release
- Worked on ServiceNow Discovery
- Worked on Service management module, which includes CMS and complex form design also
- Worked on Incident Management, Problem Management, SLA and Change Management applications
- Customized Incident/Problem/Change applications using Business rules, Client scripts
- Handled integration with other tools using scripted web services Rest API and email based integration
- Handled oAuth Integration
- Have good knowledge of MSP environment
Support Engineer
Vodafone India Services Pvt Ltd
Bengaluru
06.2014 - 01.2016
- My primary responsibility was incident management module in BMC Remedy, As it was complete new setup in Bangalore have given many trainings to team on BMC Remedy
- Worked on process improvements, quality metrics, productivity improvements
System Engineer
Enhanced Software Solutions Pvt Ltd
Mumbai
02.2012 - 11.2013
- I have held several responsibilities while working in ESSPL and amongst various verticals:
- Subject Matter Expert (SME) for the multiple BMC versions and modules
- Responsible for end to end delivery of solution
- Understanding the client environment and issues they are facing and then customizing the solution for them
- Provide Technical solutions to customers through email, call or webex
- Provide training to new recruits over support process and Remedy solution
- Provide BMC Remedy ITSM Solution Demos to customer
- Implementation of ISO 20000 standards in ESS
Education
MBA - PGDM Telecommunication Systems
Maharashtra Institute of Technology (MITSOT)
Pune06.2011
Bachelors of Engineering - Electronics And TeleCommunication
Pandit Ravishankar Shukla University
Raipur, India06.2008
Skills
- Domain Separation
- Scoped Application
- Web Service Integration
- Service Catalogs Management
- Incident Management
- Problem Management
- Change Management
- Scripting
- Service Level Management
- Coding
- Testing
- Implementation
- Documentation
- Analytical skills
- Technical skills
- Research skills
- Business skills
- Functional skills
- Single Sign on
- Azure AD
- OIDC
- Digest Token
- Flow designer
- Workflows
- Custom Applications
Certification
- ServiceNow CSA - Certified System Administrator
- ITIL v3
- Virtual Agent Micro Certification
Timeline
Associate Manager/Sr Architect
Accenture
10.2017 - Current
System Analyst
Tata Consultancy Services
02.2016 - 10.2017
Support Engineer
Vodafone India Services Pvt Ltd
06.2014 - 01.2016
System Engineer
Enhanced Software Solutions Pvt Ltd
02.2012 - 11.2013
MBA - PGDM Telecommunication Systems
Maharashtra Institute of Technology (MITSOT)
Bachelors of Engineering - Electronics And TeleCommunication
Pandit Ravishankar Shukla University
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