Prokriti Chatterjee

- Facilitate a workshop session focused on incident and service request management.

• Led multiple ServiceNow implementation projects from initiation to deployment, ensuring successful delivery within agreed-upon timelines and budget

• Conducted requirement gathering sessions with clients to understand their business needs and translate them into ServiceNow configurations and workflows.

- Managed a team of resources from development to deployment and provided technical assistance as SME.

• Developed and implemented ServiceNow best practices, standards, and guidelines to ensure system stability, scalability, and performance.

• Configured ServiceNow applications, including Service Catalog, Incident Management, Problem Management, Change Management, and Asset Management to align with client requirements.

• Created and maintained documentation, including functional specification, process flows and user guides.

• Collaborated with developers and administrators to design and implement customizations and integrations with other systems

• Provide end-user training and support to ensure successful adoption of ServiceNow applications.

• Conducted system testing and coordinated user acceptance testing (UAT) to validate system functionality and ensure business requirement were met.

• Provided Training and overseeing works assigned to peers.
• Gathering requirements and converting BRD’s into technical requirements (Requirement Analysis, Design, Process(SOP) documents )
• Implemented on a Customized Invoice Processing Product developed on ServiceNow for multiple clients using Domain Separation.
• Integrated ServiceNow using Scripted REST API across various 3rd party applications
• Responsible for handling daily calls with the Client/OneSite team and communicating the feasibility of the requirements.
• Requirement Gathering and Solutioning
• Resolution of regression defects within stipulated timelines
• Coordinating with Testing Teams and providing end to end builds of a Sprint.
• Acted as a Scrum master when required for handling requests from client and mitigated work with developers.

• Updated technical documentation, product specifications and technical training materials.
• Developing Functional and Technical Specifications and providing User Training.
• Creation of Stories according to Agile Methodology as per client requirements using JIRA and SERVICENOW
• Explained project technical risks and benefits during project kick-off.
• Created design patterns implementation plans for ServiceNow enhancements. Go-Live/Post Go-Live production support.
• Experience of handling Bug Fixes and Enhancement requests.
• Enabled apps for bidirectional communication using REST API.
• Creation and maintenance of Knowledge Database
• Performed Pre-cloning and Post cloning activities.

• Experience in Configuration of different modules of Service-Now - Namely Problem, Incident,Change, Knowledge
• Service Now applications implemented: Incident, Problem, Service Catalog and Knowledge Management
• Functional knowledge and implementation experience of IT Service Management ITSM
• Customized Incident, Problem Change and Knowledge Module.
• Responsible for Systems Engineering, Designing, Developing, and implementing specifications provided by the client.
• Experience implementation using MID Server Administration of common platform applications: Business Rules, Email Notifications, Script Include, SLAs, Knowledge Base, Service Catalog, Workflows, Reporting, Schedules, Client Scripts, UI policies, UI actions,Reference Qualifiers, Dependent fields, Dictionary Overrides, Schedule jobs, Events and Triggers to manage business needs and handle background work.

Worked as an Intern at the Genpact B2B reporting center.