Prachi Maulikar
SSr. ServiceNow Developer
Pune
Summary
IT Professional with 7 years of experience, including 5 years specializing in ServiceNow development. Skilled in configuring ITIL processes such as Incident, Problem, and Service Request Management, as well as HR Service Delivery (HRSD) Case Management. Proven ability to lead teams, collaborate effectively across functions, and communicate with stakeholders at all levels. Currently seeking new opportunities to expand expertise in additional ServiceNow modules and drive continuous career growth.
Overview
9
9
years of professional experience
3
3
Certifications
Work History
SSr. ServiceNow Developer, Globant India Pvt. Ltd
Pune, Feb 2021 - Current
02.2021 - Current
- Successfully implemented a customized data certification portal, transforming the out-of-the-box process to improve user experience and usability.
- Implemented core ITSM modules, including Incident Management, Problem Management, and Change Management, aligned with ITIL best practices.
- Developed and maintained Service Catalog items, and enhanced the Service Catalog portal for improved end-user interaction.
- Contributed to the Customer Service Management (CSM) portal development, including the implementation of @mention functionality using out-of-the-box capabilities.
- Integrated external systems using REST APIs, enabling seamless data exchange and automation.
- Participated in the ServiceNow Upgrade, ensuring a smooth transition, and thorough post-upgrade validation.
- Developed and customized HR Service Delivery (HRSD) modules, including Case and Knowledge Management, Enterprise Onboarding, and Lifecycle Events.
- Built custom applications in scoped environments to support HR processes, such as performance reviews and employee recognition.
- Designed and implemented complex workflows and execution plans for HR service catalog items, enhancing the employee request experience.
- Integrated ServiceNow with third-party systems like SAP and SuccessFactors for efficient HR data synchronization.
- Created and managed the Employee Service Center/HR Portal, including the development and customization of widgets, UI Policies, and UI Actions to enhance user engagement.
Senior Software Developer - Zensar Technologies
Pune, Nov 2018 to Feb 2022
11.2018 - 02.2022
- Developed custom tables, fields, and forms to meet business needs.
- Customized Business Rules, Client Scripts, Script Includes, and UI Policies.
- Managed UI Actions and Access Control Rules to enhance security and UX.
- Created Email Notifications, Templates, Events, and Inbound Email Actions.
- Handled data imports with Import Sets and managed Update Sets for deployments.
- Automated SLAs and workflows for Incident, Problem, Change, and Service Request Management.
- Streamlined Change Management using ServiceNow templates and core features.
- Implemented surveys to collect user feedback on Incidents and Requests.
- Supported User Acceptance Testing by resolving issues and ensuring readiness.
Technical Support Exe.
Tata Consultancy Services (Third Party Zack IT Solution Pvt. Ltd)
01.2017 - 11.2018
- Supported global TCL IT applications including Putty, Remedy, MS Office, and browsers.
- Completed migrations across multiple ESPs.
- Used SDP CA ticketing tool for incident tracking.
- Troubleshot MS Office applications (Excel, Word, PowerPoint).
- Managed MaaS360 portal for mobile device email and app configuration.
- Provided support for BYOD (Bring Your Own Device) devices.
Education
Master of Computer Applications -
Pune University
04.2001 -
Skills
- ServiceNow ITSM and HRSD
- Web services and REST integration
- Instance upgrade
- Service Portal
- ServiceNow Workflow, Flow designer
- Basic ServiceNow Configuration
- ServiceNow Scripting
- JavaScript
Certification
CSA(Certified System Administrator) - Mar 2022
Timeline
CIS - HRSD(Human Resources)- Sep 2025
09-2025
CIS - CSM (Customer Service Management) - May 2024
03-2024
CSA(Certified System Administrator) - Mar 2022
03-2022
SSr. ServiceNow Developer, Globant India Pvt. Ltd
Pune, Feb 2021 - Current
02.2021 - Current
Senior Software Developer - Zensar Technologies
Pune, Nov 2018 to Feb 2022
11.2018 - 02.2022
Technical Support Exe.
Tata Consultancy Services (Third Party Zack IT Solution Pvt. Ltd)
01.2017 - 11.2018
Master of Computer Applications -
Pune University
04.2001 -
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