Pavithra Pateela

• Developed and enhanced an AI Governance custom application in ServiceNow, configuring Service Catalog items aligned with business requirements.
• Customized Service Portal interfaces using configuration files and advanced custom widgets to improve user experience.
• Built and maintained core ServiceNow components including Business Rules, Client Scripts, Script Includes, UI Policies, and Catalog Client Scripts.
• Designed and implemented automated workflows using Flow Designer and Workflow Editor, streamlining business processes.
• Implemented form validations, dynamic field behaviors, and server-side logic to optimize usability and system efficiency.
• Worked extensively with ITSM modules such as Incident, Change, Problem Management, and Service Catalog
• Conducted unit testing, defect resolution,ensuring application stability and high performance.

• Designed, developed, configured, and customized the ServiceNow platform to align with dynamic business requirements and process needs.
• Collaborated closely with business analysts and stakeholders to gather and analyze requirements, translating them into scalable and feasible technical solutions.
• Hands-on experience with core ServiceNow ITSM modules including Incident Management, Problem Management, Change Management, Service Catalog, Service Portal, Configuration Management (CMDB), Release Management, Knowledge Management, Integration and ServiceNow Administration.
• Configured and customized workflows, approvals, and execution plans for catalog items; designed and implemented business rules, UI actions, and other automation solutions.
• Created and maintained comprehensive documentation for system configurations, process flows, and custom-developed features.
• Strong understanding and practical application of ITIL processes and principles within the ServiceNow platform.
• Actively contributed in Agile environments, including participation in sprint planning, daily stand-ups, and backlog grooming sessions.

• Company Overview: Deutsche Bank is a German global banking and financial services company. The bank offers financial products and services for corporate and institutional clients along with private and business clients.
• i was handling the application which comes under Governance and Compliance vertical which defines internal guidelines and policies in order to promote sustainability at the bank and in its core business and creates agreements and stores the legal documents.
• Developed strong technical expertise in SQL, PL/SQL, Unix/Linux shell scripting, and foundational knowledge in Python and Groovy scripting.
• Utilised a wide range of tools and platforms including HRS Automation, RPA tools, ServiceNow, Control-M, Splunk, Ansible, and Autosys.
• Demonstrated proficiency in production support, covering incident management, problem-solving, and end-to-end troubleshooting of critical applications.
• Diagnosed and resolved high-priority production issues, achieving a 30% reduction in incident response time by enhancing runbook and alerting processes.
• Led root cause analysis (RCA) and prepared comprehensive post-mortem documentation for major production outages.

Application Support Analyst | Silicon Valley Bank (Client)
Experience: 3.7 Years | Banking Domain

• Provided application support for Silicon Valley Bank, a leading technology-focused commercial bank serving technology, biotechnology, venture capital, and private equity clients.
• Investigated, troubleshot, and resolved complex application issues escalated by end users, ensuring minimal business disruption and adherence to SLA commitments.
• Conducted Root Cause Analysis (RCA) for major incidents and implemented preventive measures to reduce recurring issues.
• Mentored team members on incident resolution processes, troubleshooting techniques, and best practices.
• Developed SQL queries and scripts to retrieve, analyze, and validate data from databases, supporting business and client reporting requirements.
• Delivered technical support and guidance to business users, stakeholders, and support teams.

Oracle Applications Techno-Functional Consultant | British Telecom Project (via Accenture)

• Worked on customization, configuration, implementation, and support of Oracle E-Business Suite modules including Purchasing (PO), Accounts Payable (AP), Inventory (INV), and Approval Management Engine (AME).
• Participated in Oracle Applications R11i implementation projects, contributing to configuration, deployment, testing, and post-production support activities.
• Analyzed, troubleshot, and resolved issues related to customized reports, standard reports, interfaces, and data integrations to ensure smooth business operations.
• Performed impact analysis, defect resolution, regression testing (RAT), and validation of fixes before deployment to production environments.
• Managed user access provisioning, responsibility assignments, and security administration through Oracle Order Gateway.
• Collaborated with business users and cross-functional teams to gather requirements, prepare functional specifications, and deliver effective Oracle solutions.
• Prepared and maintained key project documentation, including Business Requirement Documents (BRD), BR100 Setup Documents, MD050 Functional Design Documents, and MD070 Technical Design Documents.