Princy Gupta
Sr. Servicenow Developer,
Summary
Innovative ServiceNow Developer known for high productivity and efficient task completion. Possess specialized skills in system integration, application UI configuration, and workflow customization which contribute to successful project delivery. Excel in problem-solving, teamwork, and effective communication, ensuring objectives are met with precision and professionalism.
Overview
1
1
Certification
7
7
years of professional experience
Work History
Sr. Servicenow Developer
WIPRO TECHNOLOGIES
01.2024 - Current
- Experience in Installation and configuration, Upgrade activities & Designed and implemented end-to-end ServiceNow ITSM solutions for Incident, Problem, Change, and Request Management.
- Designed various portals development from scratch.
- Leading the team of 6 and handled end to end client meetings with prod go live support.
- Mentored junior developers and conducted code reviews.
- Improved CMDB data accuracy from 65% to 95%.
- Configured LDAP and SSO integrations.
- Successfully delivered 8+ ServiceNow enhancement projects.
- Created Agent chat functionality for HR and IT.
- Manage Code review calls & go live support.
Servicenow Developer
HCL TECHNOLOGIES
01.2022 - 01.2024
- Designed and developed a ServiceNow reporting dashboard, resulting in an increase in data visibility and improved decision-making processes.
- Developed and customized ServiceNow applications to enhance workflow automation and improve user experience.
- Implemented ITSM best practices to streamline incident, problem, and change management processes within ServiceNow.
- Led development of service catalog items, ensuring alignment with business needs and optimal usability for end-users.
- Provided mentorship to junior developers, fostering skills in ServiceNow development and effective coding practices.
- Analyzed system performance metrics, identifying areas for improvement and implementing enhancements for efficiency gains.
- Spearheaded initiatives for process optimization in IT operations through strategic use of ServiceNow capabilities and features.
- Boosted client satisfaction levels through timely resolution of critical issues via troubleshooting, debugging, and root cause analysis techniques in a complex ServiceNow environment.
Sr. Analyst
RIRCM
01.2021 - 01.2022
- ServiceNow Forms and Portal design, Client handling.
- Analyzed complex data sets to identify trends and drive strategic decision-making.
- Developed comprehensive reports that informed executive leadership on operational performance metrics.
Analyst
EMDS
01.2021 - 01.2022
- Service Now administration, Created the UI pages to use them in catalog items, Written Script Includes and invoked them in Business Rules and Client Scripts, ITSM, Application Development.
- Collaborated with cross-functional teams to enhance operational efficiency and effectiveness.
Technical Consultant
DOUX LABS
01.2020 - 01.2021
- ServiceNow Forms and portal design, Reporting and Dashboard creation, Delivery of applications from start to end, Dashboard, Reports, Performance Analytics, Virtual Dashboards, Chat bot set up.
- Led technical project implementations, ensuring alignment with client needs and project specifications.
Software Developer
TECHNOCRAT ELECTRICAL
01.2019 - 01.2020
- Developed software using JavaScript, JSS, HTML, CSS, Bootstrap, AngularJS to enhance user experience and functionality.
- Developed and maintained scalable software solutions for electrical systems.
Education
B.Tech - Computer Science
KRISHNA ENGINEERING COLLEGE, UPTU
Ghaziabad01-2013
Skills
- Service catalog management
- AJAX techniques
- Problem management
- Bootstrap framework
- Event management
- JavaScript programming
- Workflow configuration
- RESTful apis
- Incident management
- Asset management
- Scoped applications
- Dashboard creation
- HRSD & ITSM Modules
Certification
CSA, CAD, CIS-ITSM, CIS-HRSD Certified
LANGUAGES
English
Hindi
Timeline
Sr. Servicenow Developer
WIPRO TECHNOLOGIES
01.2024 - Current
Servicenow Developer
HCL TECHNOLOGIES
01.2022 - 01.2024
Sr. Analyst
RIRCM
01.2021 - 01.2022
Analyst
EMDS
01.2021 - 01.2022
Technical Consultant
DOUX LABS
01.2020 - 01.2021
Software Developer
TECHNOCRAT ELECTRICAL
01.2019 - 01.2020
B.Tech - Computer Science
KRISHNA ENGINEERING COLLEGE, UPTU
Major Projects
Project : Agent Chat & Virtual Agent
- Implemented Agent Chat and Agent Workspace for real-time support
- Built Virtual Agent flows (Incident, Password Reset, VPN, HR)
- Integrated with Service Catalog, KB & external APIs
- Configured chat routing, queues, and bot-to-agent handoff
- Developed dashboards for usage, deflection, and metrics
Project : Service Portal Modernization
- Developed responsive Service Portal pages & custom widgets (AngularJS)
- Customized Employee Self-Service portal
- Integrated external systems via REST APIs
- Improved performance and user experience
Project : HRSD Implementation
- Built HR case management & onboarding/offboarding workflows
- Integrated with Workday & Active Directory
- Created HR catalog items, approvals, and document workflows
- Implemented role-based security
Project : CMDB & Discovery
- Implemented CMDB and governance framework
- Configured Discovery & MID Servers
- Developed IRE rules and CI dashboards
- Worked on Service Mapping & data quality
Project : ITSM Implementation
- Implemented Incident, Problem, Change, Request modules
- Developed 100+ catalog items & approval workflows
- Built scripts (BR, Client Script, UI Policy, ACL)
- Integrated with Azure AD, Jira, monitoring tools
Project 6: Upgrade & Migration
- Performed upgrade impact analysis & regression testing (ATF)
- Resolved skipped records & conflicts
- Managed update sets & deployments
- Supported UAT and production releases