Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Reshma Kousar

Bangalore

Summary

With over 11 years of industry experience, I am a seasoned ServiceNow professional serving as a Technical Lead/Architect at KPMG Global Services.. I specialize in designing and deploying technical solutions for IRM, ITSM, custom applications, and integrations within the ServiceNow platform. My skills encompass story design, planning, solution development, conducting peer and code reviews, managing RFPs & POCs, and leading teams. I have a proven history of executing successful projects for clients in the Insurance, Finance, and IT sectors in the US and Europe.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Manager

KPMG Global Services
09.2018 - Current
  • IRM (Policy and Compliance Management, Risk Management) - I spearheaded the implementation of Integrated Risk Management (IRM) for a diverse clientele. I designed a solution that facilitated a smooth transition of Risk Assessments from the legacy system to ServiceNow, and migrated entity records from a custom table to the core company table without disrupting the associated risks and controls. Furthermore, I tailored the Risk and Compliance workspaces to align with client specifications.
  • ITSM (Incident, Problem, Change, CMDB, Service Catalog, and Request Fulfillment) – I led the ITSM implementation for a financial service provider, which involved integrating the ServiceNow CMDB with SNOW and ensuring seamless integration of incident and request items with Remedy. I developed a complex, reusable workflow for the Service Catalog factory, which has been extensively used by many clients to streamline their service catalog processes. Additionally, I implemented bidirectional integrations between ServiceNow and various other tools, including JIRA, Zendesk, HPSM, Microsoft AX, Remedy, and more.
  • Senior Manager Certification Regime – I designed and developed a bespoke application for the SMCR implementation at an Investment Management Firm. This involved creating a specialized PDF parsing and document generation feature to produce SMCR forms and certificates, along with implementing an XML-based integration with Workday.
  • Operational Resilience - I led the implementation of a custom application to deliver OpRes Solution for a leading Financial Service Provider. This solution includes a one-click feature for bulk attestation of controls, eliminating the need for a multi-step process. Additionally, I crafted a tailored solution to define success criteria, aiding in the assessment of the client's adherence to banking and governmental regulations concerning IBS.
  • Employee Service Management - I contributed to the development of ESM, a comprehensive portal tailored to customer requirements. I implemented an intelligent display for catalog items, featuring capabilities like favoriting, sorting, and recommendations. Additionally, I developed Virtual Agent topics utilizing NLU and designed the Agent and Now Mobile applications.

Senior Software Engineer

AXA
04.2016 - 09.2018
  • As a developer, I was involved in comprehending and reviewing the standards for requirements and delivering the functional requirements in line with the organization's design standards for ITSM, Event, and Test Management modules.
  • Utilized a wide array of tailoring tools available in ServiceNow, including Client Scripts, Business Rules, Script Includes, UI Actions, UI Policies, Notifications, Data Transformation, Workflows, ACLs, DB Views, Data Export, and Web Services, among others.
  • Worked in Domain Separated/Multitenancy environments.
  • Used Scripted REST APIs for creating a Generic WS for Incident and Change.
  • Implemented bi-directional integration with JIRA and IBM.

Software Engineer

Thomson Reuters
09.2013 - 04.2016
  • As a developer, configured modules for Service Desk, Service Request, Change, Incident, and Problem Management on HP SM7 and SM9 using JavaScript/RAD technologies.
  • Managed production support and addressed production issues.
  • Deployed release packages in production

Education

Bachelor of Engineering - Information Science

PESSE
Bengaluru

Skills

  • ServiceNow IRM, ITSM, TPRM, Custom Applications
  • ServiceNow Customization and Implementation
  • ServiceNow Configurations - Workspace, Virtual Agent, Flow Designer, Mobile App
  • ServiceNow Integration – REST,SOAP, Scripted Webservices, Email, Data Source

Certification

  • ITIL V3 Foundation
  • ServiceNow CSA, CIS – CAD, ITSM, Risk and Compliance
  • Micro-Certifications – Integration Hub, Flow Designer

Timeline

Manager

KPMG Global Services
09.2018 - Current

Senior Software Engineer

AXA
04.2016 - 09.2018

Software Engineer

Thomson Reuters
09.2013 - 04.2016

Bachelor of Engineering - Information Science

PESSE

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Reshma Kousar