Summary
Overview
Work History
Education
Skills
Timeline
AdministrativeAssistant

Shweta Gupta

Pune

Summary

  • ServiceNow Lead with 8+ years of experience in architecting and developing ServiceNow solutions across ITSM and CSM domains. Expert in designing and building scoped custom applications and enterprise workflows, ensuring isolation of components.
  • Strong developer background in JavaScript/AngularJS for ServiceNow, skilled at writing Business Rules, Client Scripts and Flow Designer flows to automate ITIL processes.
  • Proficient in integrating ServiceNow with external systems (using REST/SOAP APIs and IntegrationHub spokes) to create seamless end-to-end workflowslmteq.comservicenow.com.
  • Experience configuring next‑gen Agent Workspaces via the Now Experience Framework’s low-code UI Builder, delivering modern, responsive interfaces for support teams.
  • Demonstrated track record of leading agile development, enforcing code quality, and driving service excellence through innovative ServiceNow solution

Overview

15
15
years of professional experience

Work History

ServiceNow Consultant

DB Schenker
09.2023 - Current
  • Managed complex integrations between ServiceNow and third-party systems to improve data flow and automation capabilities.
  • Proficient in Now Assist for enabling contextual assistance, AI-powered suggestions, and natural language interactions to improve resolution time.
  • Assisted clients in defining clear project requirements, translating them into actionable plans for successful solution deployment.
  • Maintained high levels of customer satisfaction through effective communication and timely resolution of reported incidents.
  • Delivered comprehensive training programs on ServiceNow features and functionality for both technical and non-technical staff members.
  • Participated in regular review meetings with clients, presenting progress updates and gathering feedback for continuous improvement efforts.
  • Optimized ServiceNow implementation by analyzing business processes and recommending system enhancements.
  • Spearheaded successful migration projects from legacy ITSM tools to ServiceNow, ensuring a seamless transition for users.
  • Streamlined service delivery with the development of custom applications and workflows within ServiceNow.
  • Successfully resolved complex configuration challenges, utilizing advanced scripting techniques within ServiceNow to meet client requirements.
  • Wrote detailed technical documentation for company products.

System Analyst Team Lead

Credit Suisse Bank
08.2019 - 05.2023
  • Boosted client satisfaction levels through timely resolution of critical issues via troubleshooting, debugging, and root cause analysis techniques in a complex ServiceNow environment.
  • Lead the design and delivery of ServiceNow solutions for ITSM (Incident, Problem, Change, CMDB) and CSM (Case Management, Account/Contact) processes. Developed multiple scoped ServiceNow applications to meet evolving business needs, ensuring each app was self-contained and secure
  • Implemented and customized key ITSM and CSM modules by writing JavaScript Business Rules, Client Scripts, UI Policies, and Flow Designer flows. Delivered enhancements such as custom forms, SLA workflows and REST integrations to automate incident and case resolution
  • Devised and deployed predictive models using machine learning algorithms to drive business decisions.

Manager

Citi
05.2017 - 08.2019
  • Accomplished multiple tasks within established timeframes.
  • Managed and motivated employees to be productive and engaged in work.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.

Technology Lead

Infosys Technologies
01.2016 - 04.2017
  • Developed and optimized complex banking system application improving data processing efficiency by 40%
  • Developed scalable mobile applications using native and hybrid frameworks, driving adoption amongst users.
  • Improved data accuracy by designing and implementing database structures, relationships, and integrations within the ServiceNow platform.
  • Collaborated with multidisciplinary teams to design and implement new technology features.
  • Collaborated with cross-functional teams for seamless integration of ITSM processes into existing organizational workflows.

Senior Software Engineer

Tech Mahindra
05.2014 - 10.2015
  • Developed scalable applications using agile methodologies for timely project delivery.
  • Maintained comprehensive documentation of development work, facilitating knowledge sharing among team members.
  • Mentored junior developers, fostering professional growth and enhancing team productivity.
  • Collaborated with cross-functional teams to design innovative software solutions.

Associate Consultant

Capgemini
03.2010 - 04.2014
  • Worked closely with stakeholders to gather requirements, ensuring that developed products met business needs effectively.
  • Accelerated development timelines through rapid prototyping and iterative development methodologies using C#language.

Education

Bachelor of Science - Computer Science and Engineering

Amravati University
Akola, India
06-2009

Skills

  • UI and UX design
  • Agile methodology
  • Data migration
  • Workflow configuration
  • ITIL framework
  • Configuration management
  • Service portal development
  • REST API integration
  • ServiceNow administration
  • Integration development
  • Teamwork
  • HTML and CSS development

Timeline

ServiceNow Consultant

DB Schenker
09.2023 - Current

System Analyst Team Lead

Credit Suisse Bank
08.2019 - 05.2023

Manager

Citi
05.2017 - 08.2019

Technology Lead

Infosys Technologies
01.2016 - 04.2017

Senior Software Engineer

Tech Mahindra
05.2014 - 10.2015

Associate Consultant

Capgemini
03.2010 - 04.2014

Bachelor of Science - Computer Science and Engineering

Amravati University

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Shweta Gupta