Dhanisha Malvadia
Mississauga
Summary
A Qualified IT Professional with 6 plus years of experience as a ServiceNow Administrator/Developer. Deep functional and technical knowledge of the ServiceNow platform as well as experience delivering small to medium-scale Service Now implementations.
Overview
7
7
years of professional experience
1
1
Certification
Work History
ServiceNow Developer
Gore Mutual Insurance Company
01.2023 - Current
- Designed, developed, built, and customized applications on the ServiceNow platform.
- Administered workflows, implemented new systems, and added functionalities.
- Ensured operational integrity of workflows and configurations.
- Documented, maintained, and updated policies, procedures, and controls for ServiceNow operations.
- Created, maintained, and enhanced team dashboards, analytics, and reporting using Platform Analytics and Performance Analytics.
- Resolved ServiceNow incidents and fulfilled routine service requests.
- Monitored the ServiceNow enhancement work queue.
- Customized ServiceNow UI and Employee Center experience using Page Designer, UI Builder, CMS, CSS, and widgets.
- Possessed a basic understanding of Business Applications, Application Services, Service Offerings, and adapted the Common Services Data Model (CSDM) 4.0.
- Engaged with clients for requirements gathering and tool demonstrations per release.
- Participated in instance upgrade activities.
- Involved in Discovery and Service Mapping.
- Successfully migrated from Native UI to Service Operation Workspace.
- Integrated multiple ServiceNow instances with a self-configured Microsoft Azure app.
- Installed and integrated the NowAssist feature in the instance.
- Integrated the ServiceNow instance with the JIRA platform, specifically for the Incident module.
- Created complex flows for various Change models from scratch based on Change Management requirements.
- Worked on Inbound email action for Incident creation.
ServiceNow Developer
Tata Consultancy Services
08.2018 - 04.2022
- Managed all administrative and development tasks on a multi-tenant MSP instance, supporting over 20 customers.
- Customized forms and lists for Service Request, Change Request, and Incident Management modules.
- Executed advanced scripting for business rules, UI Policies, Client Scripts, ACLs, and Workflow Activities.
- Conducted code maintenance and system upgrades to enhance performance.
- Performed migration activities across development, QA, and production environments.
- Developed and managed systems preparation, test criteria, and controls for upgrades, service packs, new functionalities, enhancements, and error corrections.
- Integrated with external systems using Inbound and Outbound RESTful and SOAP services.
- Led CAB and TAB meetings as Change Manager with multiple clients to discuss the feasibility of Change Requests.
- Automated record producer creation to reduce manual work and expedite bulk data creation.
- Resolved over 200 incidents, demonstrating strong troubleshooting skills.
- Created a dedicated Service Portal using AngularJS and CSS for a major customer, onboarding 3,000 users.
- Onboarded and offboarded multiple customers within the domain-separated instance.
Education
Bachelor's - Information Technology
Mumbai University
Post-Graduate Diploma -
Conestoga College
Skills
- ServiceNow Development: ServiceNow Scripting, Business Rules, Client Scripts, UI Actions, ACLs, Workflow Editor, Update Sets
- Programming: JavaScript (Advanced), HTML/CSS (Proficient), AngularJS (Intermediate), Bootstrap (Intermediate)
- Database & Integration: MySQL (Proficient), LDAP Integration, REST/SOAP Web Services, JSON/XML
- Development Tools: Eclipse IDE, Git Version Control, ServiceNow Studio, Jenkins (Basic), Docker (Basic)
Certification
ServiceNow Certified System Administrator (2022)
ServiceNow ITILV4 Foundation Certificate(2023)
ServiceNow Certified Application Developer (2025)
Timeline
ServiceNow Developer
Gore Mutual Insurance Company
01.2023 - Current
ServiceNow Developer
Tata Consultancy Services
08.2018 - 04.2022
Post-Graduate Diploma -
Conestoga College
Bachelor's - Information Technology
Mumbai University
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