Summary
Overview
Work History
Education
Skills
Timeline
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Mahima Shankar

Mahima Shankar

Noida

Summary

Dynamic ServiceNow Business Analyst with a proven track record, specializing in ITSM and integration solutions. Expert in delivering scalable ServiceNow applications and enhancing operational efficiency. Adept at collaborating with stakeholders and mentoring teams, utilizing skills in Flow Designer and Agile methodologies to drive impactful results.

Overview

5
5
years of professional experience

Work History

ServiceNow Business Analyst

Client 3
Offshore
06.2024 - Current
  • Collaborated with stakeholders and process owners to gather business requirements and translate them into scalable ServiceNow solutions.
  • Prepared functional specifications and technical architecture aligned with ITIL standards.
  • Delivered enterprise solutions on the ServiceNow platform, driving operational improvements.
  • Implemented ServiceNow-JIRA integrations, enhancing task management and incident tracking.
  • Streamlined Salesforce-ServiceNow integration processes for efficient data handling.
  • Led large-scale federation integrations, improving system interoperability.
  • Handled clone management and devised environment strategies to safeguard data.
    Conducted pre- and post-clone activities to ensure successful implementation.
  • I specialize in ITSM, service portal development, and the use of Flow Designer.
    Utilized IntegrationHub and CMDB best practices to enhance service delivery.

ServiceNow Developer

Client 2
Noida
06.2023 - 06.2024
  • Developed complex Business Rules, Script Includes, and Scheduled Jobs to enhance functionality.
  • Architected custom scoped applications while overseeing the release process.
  • Implemented end-to-end Flow Designer workflows for Service Requests to streamline operations.
  • Built and customized Service Portal widgets and pages to improve user experience.
  • Led enhancements for Change Management and custom request workflows.
  • Mentored junior developers through code reviews and skill development.
  • Created integration solutions using REST APIs to facilitate system interactions.
  • Actively participated in Agile ceremonies, contributing to technical discussions.

ServiceNow Developer

Client 1
Noida
08.2020 - 06.2023
  • Established strong foundation in ITSM modules, including Incident, Problem, and Change Management.
  • Created Service Catalog Items with corresponding workflows and UI Policies.
  • Developed Client Scripts, Business Rules, and Update Sets for enhancements.
  • Supported ServiceNow platform upgrades and executed small-scale clone activities.
  • Enhanced functionality to facilitate conversion between Incident and Request types.

Education

Bachelor of Technology in Computer Science And Engineering - Computer Science

Kalinga Institute of Industrial Technology
Bhubaneshwar
06-2020

12th - CBSE - Science

DAV Public School
Hehal, Ranchi
05-2016

10th - ICSE

Carmel Convent School
Bishrampur
05-2014

Skills

  • Platform Expertise: ServiceNow (Madrid, Paris, Rome, Tokyo, Vancouver)
  • Integrations:
    JIRA – ServiceNow Task Integration (bi-directional synchronization)
    JIRA – ServiceNow Incident Integration
    Federation Integration for ticket lifecycle management
    Salesforce – ServiceNow Case/Incident Synchronization
  • Development: Business Rules, Script Includes, UI Actions, Catalog Items, Flow Designer, Workflow Editor
  • Service Portal: Widget Development, Custom Pages, AngularJS and GlideAjax interactions
  • Clone Management:
    Pre-clone and post-clone activities
    Data preservation strategies
    Clone conflict resolution
  • Other Skills: Scoped Application Development, Update Set Management, MID Server Configuration, Performance Optimization
  • Scripting: JavaScript, GlideScript, REST/SOAP APIs, IntegrationHub, Webhooks

Timeline

ServiceNow Business Analyst

Client 3
06.2024 - Current

ServiceNow Developer

Client 2
06.2023 - 06.2024

ServiceNow Developer

Client 1
08.2020 - 06.2023

Bachelor of Technology in Computer Science And Engineering - Computer Science

Kalinga Institute of Industrial Technology

12th - CBSE - Science

DAV Public School

10th - ICSE

Carmel Convent School

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Mahima Shankar