Summary
Overview
Work History
Education
Skills
Certification
References
Languages
Timeline
Generic

Kritika Mahajan

Toronto,Canada

Summary

Skilled and experienced ServiceNow developer with 8 years of expertise in the IT industry. Committed to delivering innovative solutions and optimizing ServiceNow applications to drive business growth and efficiency.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Consultant

T-Systems
08.2021 - 09.2023
  • Implemented scoped applications in ServiceNow designed to cater to the requirements of clients and organizations.
  • Expertise in IT Service Management (ITSM) module, with a particular focus on incident and change management. Additionally, authored multiple knowledge articles to facilitate efficient knowledge sharing and problem resolution.
  • Explored and implemented a relatively new Telecommunications Service Management(TSM) module introduced by ServiceNow, which is custom-tailored to meet the unique needs of telecommunication organizations.
  • As a subject matter expert for ServiceNow, delivered valuable technical support to business owners, ensured smooth operations, and enhanced their understanding of the platform. Which eventually contributed to the attraction of new business opportunities.
  • Mentored developers from diverse technical domains for a duration of six months, providing guidance and knowledge sharing in ServiceNow. This effort played a pivotal role in the organization's ability to reduce layoffs by 15%, underscoring the impact of our collective work.
  • Collaborated with cross-functional teams to design, implement and test applications and integrations.
  • Conducted regular assessments and audits to ensure ServiceNow applications met compliance and security standards.
  • Designed detailed unit, component and, functional tests using Automated Test Framework(ATF). Conducted thorough User Acceptance Testing (UAT) on behalf of the client, reinforcing the quality and performance of the solutions we delivered.
  • Participated in end-to-end ServiceNow Software Development Life Cycle (SDLC) implementation projects, from initial requirements gathering to seamless deployment, to offering post-implementation support.
  • Translated business requirements into technical solutions using UML diagrams such as Use Case, Activity and Sequence diagrams.
  • Collaborated closely with the Product Owner to transform complex business requirements into actionable Epics, User Stories, and well-structured Product Backlogs, streamlining the development process.
  • Assisted in the evaluation and selection of third-party ServiceNow applications and integrations.
  • Analyzed problematic areas to provide recommendations and solutions.
  • Generated reports detailing findings and recommendations.

Associate Consultant

Infosys Ltd
07.2015 - 03.2021
  • Developed, configured, and customized ServiceNow applications based on business requirements, ensuring seamless integration with existing systems.
  • Worked on Incident, Problem, Change and Knowledge Management modules from end to end
    and attended various requirement gathering calls with client.
  • Created numerous catalog items with complex flows by leveraging the versatility of flow designers to automate approvals, tasks, notifications, record operations and configure automation.
  • Migrated and transitioned a client from BMC Remedy Tool to serviceNow and gained hands on experience in utilizing transform maps and transform scripts for data import and management.
  • Conducted ServiceNow training sessions for end-users and IT teams, enabling them to effectively use the platform and maximize its capabilities.
  • Managed multiple deadlines across several businesses to meet dynamic needs of multiple clients.
  • Supported clients with business analysis, documentation, and data modeling.
  • Authored Functional Design Documents (FDD) and Technical Design Documents(TDD).
  • Leveraged IntegrationHub and its spokes to integrate third party tools with serviceNow, resulting in reduced costs and mitigated risks.
  • Integrated tools like CPQ and Netcracker using scripted REST and SOAP APIs.
  • Implemented Service Catalogs and workflows on CA Technology Tools.


Education

Bachelor's Degree in Computer Science -

Punjabi University
05.2015

Skills

  • ServiceNow Development
  • IT Service Management (ITSM)
  • Telecom Service Management (TSM)
  • JavaScript, HTML, CSS, AngularJS
  • RESTful and SOAP API Integrations
  • Scripted Web Services
  • Scaled Agile Development Methodology (SAFe)
  • Project Implementation
  • Quality Assurance
  • Subject Matter Expert
  • Requirements Gathering
  • Leadership and Team Management

Certification

  • ServiceNow Certified System Administrator (CSA)
  • ServiceNow Certified Implementation Specialist - ITSM
  • IT Information Library Foundations Certificate (ITIL)
  • SAFe 5 Practitioner Certification
  • Deutsch A1

References

Available upon request

Languages

English
Native or Bilingual
Hindi
Native or Bilingual
German
Elementary

Timeline

Consultant

T-Systems
08.2021 - 09.2023

Associate Consultant

Infosys Ltd
07.2015 - 03.2021

Bachelor's Degree in Computer Science -

Punjabi University

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Kritika Mahajan