Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Steffy Mary Mathews

Summary

· 12+ years of experience in ServiceNow platform as Developer and Support.

· Configured Applications using ServiceNow: Incident, Problem, Change, Service Catalog, Reporting.

· Experience on Service portal configurations.

· Experience on Integrations.

· Service Operations Workspace Implementation.

· Virtual Agent setup

· Experience on ESC portal and Journey Management.

· Good hands-on experience with Client Script, UI Actions, UI Policies, Script Includes, workflows, flow designer, data source, scheduled jobs, ACLs

· Experience in following the complete Software development Life cycle, Requirement Analysis, Technical Design, Development, Implementation, Testing and Release Management.

· Functional Knowledge and implementation experience of IT Service Management ITSM frameworks and demonstrated project management skills and experience working directly with customers and clients.

· Excellent Interpersonal skills, Communication skills, Documentation Skills, Problem solving ability, Programming skills, Quality conscious and multitask environment.

· Have been Service Now trainer for internal classroom sessions.

· Prepare reusable assets for any new technical implementations for future reference for team.

· Aptitude for learning and rapidly improving my skills.

Overview

13
13
years of professional experience
1
1
Certification

Work History

ServiceNow Associate Manager

Accenture
02.2023 - Current


  • Service Operations Workspace implementation and design .
  • Virtual Agent Setup.
  • Employee Center and Journey Management implementation .
  • Microsoft teams integration with ServiceNow
  • Migration, upgrades, and defect fixes.
  • Collaborated closely with senior management on strategic planning efforts, aligning developmental goals with overarching company objectives.
  • Successfully managed multiple high-priority tasks simultaneously while maintaining strict deadlines ensuring optimal resource allocation.
  • Established strong relationships with key stakeholders, fostering collaboration and mutual support.
  • Initiated process improvements based on thorough analysis of internal operations data resulting in enhanced productivity levels.
  • Mentored junior team members, contributing to their professional growth and skill development.
  • Launched quality assurance practices for each phase of development

ServiceNow Specialist

Accenture
05.2021 - 01.2023


  • Responsible for day-to-day management within the platform.
  • Enhancements and Development in Incident Management, problem Management, Change Management.
  • Requirements gathering and documentation.
  • ServiceCatalog enhancements and integrations.
  • Service Portal enhancements.
  • Hosting meetings and demo.
  • Migration, upgrades, and defect fixes.
  • · Manage RAID (Risk, Assumptions, Issues and Dependency) to ensure client continuous delivery.
  • Manage and maintain target SLA.
  • Maintained knowledge across platform and provide support in each area.
  • Track the funding for the demands/requirements.
  • Coordinate with testing team and release team for successful production deployment.
  • Involved in production support for all ServiceNow related issues.
  • Assisted in developing project plans that include timelines and milestones as well as resource allocation based on current workloads.
  • Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
  • Attended training programs for better overall performance.
  • Developed training materials to enhance proficiency and productivity.
  • Helped meet changing demands by recommending improvements to business systems or procedures.

ServiceNow Senior Developer

Accenture
12.2017 - 12.2018
  • Working with Client for the functional requirements.
  • Implement Service-Now customization and configurations for ITSM modules, Service Portal.
  • Collaborated with other developers to perform per reviews and optimize the code.
  • Documented technical design documents to be used by IT personnel in future projects.
  • Evaluated project requirements, specifications and completed the implementation meeting client expectations.
  • Developed reusable code libraries that streamlined development efforts and improved consistency .
  • Established clear communication channels between stakeholders, facilitating better decision-making throughout project lifecycles.
  • Design updates to meet changing customer demands.

ServiceNow Senior Developer

Accenture
04.2016 - 11.2017
  • Provided technical support for application development projects including requirements gathering, design review, testing strategies and implementation.
  • Developmental work on Service Portal design, ITSM modules, Reports and Homepages, Integrations.
  • Configured REST Integration to fetch knowledge base from a external system.
  • Designed customized solutions for certain requirements.
  • Designed graphical user interfaces to improve user experience on Portal.
  • Coordinate with testing team and release team.
  • Participated in daily stand-up meetings with other developers to coordinate tasks and communicate progress towards goals.

ServiceNow Developer

Accenture
06.2015 - 03.2016
  • Enhanced system efficiency by developing and implementing ServiceNow applications and modules.
  • Implementation of Incident, Change and Problem.
  • Configured ServiceCatalog and workflows.
  • Configured Notifications.
  • Created reports, and dashboards.
  • Learning from the team leads while working on the project.
  • Participated in daily stand-up meetings with other developers to coordinate tasks and communicate progress towards goals

System Engineer

Cognizant
10.2012 - 05.2015
  • ITSM module implementation and support.
  • Obtained trainings on ServiceNow internal trainings.
  • Developed positive working relationships with stakeholders to effectively coordinate work activities.

Education

Bachelor of Science - Computer Science And Engineering

Rajiv Gandhi Proudyogiki Vishwavidyalaya
Bhopal,Madhya Pradesh, India
06-2012

Skills

    Technical Skills: ServiceNow, JavaScripting, HTML, CSS, Angular JS
    Other Tools Used: Jira, ALM, BMS Remedy

    Soft Skills: Communication, Teamwork, Leadership, Problem-Solving, Time Management

Certification

2013

ServiceNow Certified Administrator (CSA).

2014

ITIL V3 foundation

2015

ServiceNow Implementation Certified (CIS)

2022

Certified Application Developer (CAD)

Timeline

ServiceNow Associate Manager

Accenture
02.2023 - Current

ServiceNow Specialist

Accenture
05.2021 - 01.2023

ServiceNow Senior Developer

Accenture
12.2017 - 12.2018

ServiceNow Senior Developer

Accenture
04.2016 - 11.2017

ServiceNow Developer

Accenture
06.2015 - 03.2016

System Engineer

Cognizant
10.2012 - 05.2015

Bachelor of Science - Computer Science And Engineering

Rajiv Gandhi Proudyogiki Vishwavidyalaya

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Steffy Mary Mathews