SHUBHAM GUPTA

Common Spirit - This project is for a healthcare firm.

• Collaborated with cross-functional teams to analyze business needs in service delivery through process optimization.
• Drove continuous improvement by optimizing workflows and ServiceNow configurations.
• Experienced in ServiceNow platform analytics, reporting, and dashboards.
• Actively involved in Sprint Demos, Technical Refinement calls, and Spike Story exploration.
• Delivered end-to-end demos to clients, and ensured smooth communication.
• Hands-on experience with Incident, Change, and Request Management modules.
• Created and maintained Knowledge Bases and Knowledge Articles specifically for the Change Management module.
• Developed custom email notifications based on business rules, and configured inbound email actions to automate the creation of incidents and requests.
• Developed custom UI Actions, UI Policies Data Policies, Client Scripts, Business Rules, and Script Includes.
• Built and configured Service Level Agreements (SLAs) and business schedules, ensuring accurate tracking of service delivery.
• Efficiently handled Update Sets, including merging, retrieving, and promoting across environments.
• Utilized Glide Record extensively to query, retrieve, and manipulate records based on business logic.
• Configured Access Controls (ACLs) for both table-level and field-level security.
• Developed and enhanced catalog items based on user requirements.
• Active role as a ServiceNow Developer, contributing to end-to-end solution delivery.

Common Spirit - This project is for a Healthcare firm.

• Configured ServiceNow Incident forms, lists, and views to streamline ticket logging and categorization.
• Handled end-to-end Incident Management process ensuring timely logging, categorization, prioritization, and resolution of incidents as per ITIL standards.
• Coordinated with technical and cross-functional teams to ensure SLA compliance and reduce incident resolution time.
• Creating or presenting incident reports, metrics, and trends to management.