Divya Gokar

• Boosted client satisfaction levels through timely resolution of critical issues via troubleshooting, debugging, and root cause analysis techniques in a complex ServiceNow environment.
• Optimized performance of existing applications through continuous monitoring, identifying bottlenecks, and applying necessary patches or updates.
• Established best practices for maintaining code quality standards while adhering to Agile development principles for efficient project execution in a fast-paced environment.
• Reduced incidents resolution time by creating custom scripts like business rules, client scripts, UI actions and workflows to automate routine tasks and improve overall service delivery.
• Developed reusable components to expedite future development projects, reducing implementation timelines and overall project costs.
• Ensured seamless integration with third-party systems using REST/SOAP API's.
• Created ACL's based on the security mechanism provided by the customer and best practices.
• Improved data accuracy by designing and implementing database structures, relationships, and integrations within the ServiceNow platform.
• Streamlined business processes for improved workflow management through the customization of ServiceNow forms and fields.
• Upgraded legacy systems to modernized platforms utilizing out-of-the-box functionality in conjunction with customized enhancements specific to business needs.
• Enhanced system efficiency by developing and implementing ServiceNow applications and modules.
• Collaborated closely with cross-functional teams to develop effective strategies for IT service management initiatives using the ServiceNow platform.
• Delivered significant cost savings by optimizing workflows, automating manual processes, and improving resource allocation within the organization using the ServiceNow platform.

• Provided support for data migration projects, including creating import sets and transformation maps for data loading.
• Assisted in troubleshooting and bug fixes, ensuring smooth operation of ServiceNow applications.
• Collaborated with the QA team to execute unit and integration tests, ensuring high-quality code before deployment.
• Assisted in the development and customization of ServiceNow ITSM modules including Incident, Problem, and Change Management.
• Wrote and maintained business rules, client scripts, UI actions, and UI policies to meet client requirements.
• Integrated ServiceNow with external systems using REST and SOAP APIs, enhancing system interoperability.
• Supported the creation of custom Service Catalog items and workflows, streamlining user requests.
• Conducted unit testing and assisted in quality assurance testing, ensuring code meets specifications and standards.
• Provided end-user support and troubleshooting for ServiceNow users, resolving issues and improving user experience.
• Collaborated with senior developers to implement new features, working through coding challenges and improving coding skills.
• Created and managed reports and dashboards to monitor key performance indicators (KPIs) for service delivery.