SAIVARUN PASULA

Project #1

Client: Pacific Life, Environment: ServiceNow, Duration: April 2022 – July 2023, Team Size: 7, Role: ServiceNow Developer and Administrator.

Pacific Life is an American insurance company offering life insurance products, annuities, and mutual funds.

Achievements:

• Conceived and developed custom applications to streamline internal business processes, improving operational efficiency.
• Collaborated with business analysts and project managers to gather and refine comprehensive requirements.
• Authored and optimized client scripts, business rules, and script includes to meet business needs.
• Reformed change management processes by introducing new business process requirements.
• Managed update sets, including merging, retrieving, and promoting them across environments.
• Coordinated instance upgrades to the latest versions of ServiceNow.
• Created SLAs, schedules, and customized forms for Incident, Change, and Service Catalog applications.
• Utilized Glide Record to retrieve and update data.
• Generated reports using tables and data sources.
• Created and managed users, groups, and roles, and handled data imports and exports.
• Developed knowledge articles for the Change Management module.
• Explored and implemented the latest tools in ServiceNow, accelerating operational efficiency, which resulted in a reduction of average resolution time by 20 hours monthly.

Project #2: Client: Zurich Insurance; Environment: ServiceNow; Duration: July 2023 – July 2024; Team Size: 5; Role: ServiceNow Developer and Administrator.

Zurich Insurance is a Swiss global insurer specializing in general and life insurance solutions.

Achievements:

• Designed email templates using HTML and Jelly scripting for notifications, improving communication efficiency.
• Developed client scripts, business rules, script includes, UI scripts, and UI policies, improving system functionality.
• Initiated and launched scheduled jobs to automate data imports using scheduled transform maps.
• Implemented data sources and created transformation maps to import data into ServiceNow.
• Used Glide scripting to create UI actions and business rules, enhancing the user experience.
• Managed update sets for migrating customizations between instances.
• Utilized SCRUM methodology for development and defect tracking, expediting project delivery.
• Integrated with external systems using SOAP and REST web services, expanding system capabilities.
• Collaborated with systems analysts, engineers, and programmers to understand system limitations.
• Created workflows, sub-flows, and tables in both Istanbul and Jakarta.
• Addressed customer issues by creating solutions, workarounds, and defect fixes.
• Researched and implemented best practices in development, scripting techniques, and UI patterns, ensuring optimized performance.