Aishwarya Deshpande

Project: McDonald’s Global

• Lead a team of 5 developers and involved in requirement gathering ,solutioning and implementation.
• Collaborated closely with cross-functional teams to develop effective strategies for IT service management initiatives using the ServiceNow platform.
• Implemented performance analytics dashboard for SLA KPIs and Change credit score using data collection jobs, indicator sources, indicators and breakdowns
• Worked on setting up Linux and windows mid servers, configured export sets and scheduled exports to drop files in mid server folders
• Worked on setting up custom scoped application to create vulnerability remediation tasks for vulnerabilities scanned by Qualys tool
• Implemented multiple use cases using flow designer and integration hub.
• Worked on system performance improvement using archiving, database indexing, code optimization and array denormalization.
• Worked on integrations using REST/SOAP web service with ServiceNow to ServiceNow and third party applications and event monitoring tools.
• Implemented IMAP email account for auto ticket creation.
• Implemented HRSD suite including HR profile creation, COE’s like Employee relation, benefits, HRIT operations
• Created HR services, HR criteria and respective record producers for services like speak up to HR, initiate PIP, sabbatical request services.
• Created Hr templates, assignment rules, matching rules and document templates.
• Implemented lifecycle event set up for Remote work authorization.
• Implemented employee service center portal.
• Implemented dynamic translations for email, comment/worknote content to be shown to user in their native language.
• Worked on POC to integrate ServiceNow with AzureDevops CI/CD pipeline for change acceleration.
• Experience in instance upgrade activities.

Project: Inspire Brands

• Created Service Catalogs and complex workflows for access fulfillment for SaaS application.
• Built generic workflow for 50+ catalog items instead of creating individual workflow.
• Worked on building generic integration set up using REST web service and OAuth 2.0 authentication.
• Implemented integration between two ServiceNow instances, which synchronizes service request creation/updates/approvals, and closure bidirectionally.
• Worked on setting up LDAP server and transform map for user import.
• Implemented SSO using SAML and customized single sign on script as per customer requirement
• Developed custom widgets /modified OOTB widgets for service portal as per requirement.

Project: Treehouse Foods Inc.

• Implemented catalog items and order guides and implemented solution for visibility of RITM, REQ visibility to different users using query business rules
• Worked on mobile app implementations and link mobile modules to service portal pages.
• Created inbound action to create incident through inbound email from users/event monitoring tool.
• Implemented service portal, created custom widgets and modified OOTB widgets as per customer requirement
• Created dynamic widget, which shows tiles to different users, based on roles.

Project: Coca-Cola

• · Worked on Domain separated instance to streamline data accessibility to different bottlers as per requirement.
• · Implemented integration between ServiceNow and Twilio with the help of notify API to send SMS.
• · Implemented Survey across all domains for incident module and created reports and dashboards for monitoring survey responses
• · Integrated ServiceNow to third party event monitoring tool with the help SOAP Web services.
• · Configured virtual agent for service portal.
• · Implemented dynamic content block to announce voucher winner for survey contest.
• · Implemented a custom banner on native view and portal to show major incidents using ui script, script include and widget
• · Implemented language translation on native view and portal using translated text, translated fields and messages.
• · Worked on setting up integration hub flow to integrate with Microsoft teams to incident updates into MS team’s channel.
• Worked on creating powerBI dashboards for incident, problem, change, service requests.

Project: SEARS Hometown and outlet

• Experience on Configuration and development of the ServiceNow platform.
• Configuration and end-to-end Implementation of various ITSM modules in Service Now like Incident, Problem, Change, and Knowledge.
• Experience on configuring ServiceNow following best practices.
• Working experience on client side scripts like UI script, UI macro, UI pages, and client scripts.
• Working experience on server side scripting Business Rules, scheduled jobs, Script includes, script actions, Reference Qualifiers etc.
• Created and customized Notifications using Email Templates, mail script
• Exposure on Creating and managing Client scripts, UI policies, UI actions and Data policies.
• Configuring and managing SLA’s, SLA Definitions and related SLA Schedules.
• Experience on Configuring Dictionary Entries, Custom tables, ACL and Roles.
• Experience on Creating and managing ServiceNow administer reports, reporting.
• Experience on Configuring Transform maps, transforms scripts, Import sets. In addition, Data Source for importing data, and experience in configuring inbound action for ticket creation/update.
• Experience on Configuring and triggering Events, Event registry for scheduling notifications.
• Worked on configuring connect chat, connect support and creating chat queues.
• Experience on all operations related to update sets and XML