SHARMILI PALANIAPPAN

• Converted complex business requirements into actionable technical specifications leading to successful deployments
• Implemented OOTB and Custom solutions for different modules within ServiceNow ITSM, HRSD and SPM
• Collaborated with clients to gather feedback, driving product improvements and feature enhancements
• Clearly articulated project objectives, timelines, and deliverables to clients

Roles

ServiceNow Lead and Developer, August 2023 - Ongoing.

• Led a team of developers implementing ServiceNow solutions ensuring the best practices
• Implemented Incident, Problem, Release, Change management and Knowledge Management in ServiceNow ITSM
• Implemented custom solutions for Idea and Demand Management of SPM with multiple automated tasks and approvals with the help of Flow Designer
• Configured Virtual and Live Agent chat to help users raise requests and resolve their queries either through virtual chat or by connecting to a Live agent
• Worked on basic REST API integration between third party application and ServiceNow
• Worked on both one way and two-way email integration between different third-party applications
• Provided technical support and training to users and internal teams.

ServiceNow Lead and Developer, Dec 2022 - Jul 2023

• Led a team of 11 developers to a successful delivery of customized Employee center portal along with translation of portal contents in 9 languages.
• Integrated ServiceNow with MS Teams for employees to submit requests, receive updates, act on notifications, chat with virtual agents and connect with live agents - all from within teams without having to switch between apps or log in multiple times.
• Implemented ServiceNow Now Mobile app to provide personalized experience for End users which includes submitting requests and incidents, managing tasks, and accessing company resources from anywhere.
• Enhanced the UI of Employee Center portal to meet organization's needs and to provide user friendly experience.

ServiceNow Developer, Mar 2022 - Nov 2022

• Implemented Employee Document Management to provide a secure, paperless, and complete view of all employee documents from hire-to-retire within the ServiceNow platform.
• Configured the retention and security policies for all employee documents across multiple locations.
• Configured the module to maintain compliance, with the ability to audit and automate the purge and deletion of documents within a set period.

ServiceNow Developer, Aug 2021 - Feb 2022

• Configured the Flow Designer to automate the business process resulting in reduction in manual tasks and improved team productivity.
• Created and maintained reports, dashboards and data visualizations to provide insights into the platform's performance and usage.
• Monitored integration of ServiceNow with other systems and applications to enable seamless data flow and automation between different platforms.
• Collaborated with cross-functional teams to perform platform updates and applying patches to ensure the system is up to date.
• Proactively identified opportunities for process improvements and optimizations within ServiceNow environment.

ServiceNow Developer, Jun 2021 - Jul 2021

• Implemented HR Employee Relations Case Management to create and maintain confidential employee relations cases to record disciplinary issues in the workplace.
• Customized the 'Transfer Case' functionality to help agents reclassify an HR Case to a different HR Service while retaining the details of the original case.

ServiceNow Developer, April 2021 - May 2021

• Implemented HR Agent Workspace for agents to view and manage all the tasks within their role without using multiple applications or browser tabs.