Harshitha K Email & Phone Number

• Analyzed IT Infrastructure by tracing the relationships between configuration items (CI) and incidents, service requests, problems, changes, and releases associated with them to enhance the service experience and maintain data.• Used HAM in ServiceNow to maintain a centralized repository of information about hardware assets - location of hardware assets, their specifications, warranty information, and other relevant data.• Used SAM in ServiceNow to manage software licenses, track usage, and ensure compliance with licensing agreements.• Used data catalog to identify which data assets are available, provided relevant context about that data, and organized and evaluated information about data for source and current location of the data, data’s lineage, and data classification.• Understand the Process Mapping approaches to discover assets on a network, which are horizontal and top-down.• Implementation of dashboards, workflows, service portal, data migration, and UI Builder into ServiceNow Nuvolo.• Captured business requirements to build dashboards – HQ Transportation Dashboard, MVO Dashboard, Managers Dashboard, Inventory Dashboard, Allocation Dashboard.• Utilized ServiceNow Process Mapping to build a comprehensive overview of the different device configurations on network.• Applied AI concept of data-driven decision making to analyze data and use it to drive informed decision.• Interpreted statistical analysis resulting from AI functions.• Engaged as an AI technical translator of requirements to facilitate communications between the data scientists and the business stakeholders.• Utilized appropriate databases (JIRA) to select, transform, normalize, and structure data for analysis and reporting.

Stamford, Connecticut, United States

• Experienced with ITIL practices, HRSD Workflow, Strategic Portfolio Management/Application Project Management, and Customer Service Protocols -this is ServiceNow HRSD knowledge.• Led the design, development, and implementation of HRSD solutions within ServiceNow to address specific business needs.• Created end-to-end workflows & experience process automation in a no-code environment with flow designer.• Provided advisory services and recommendations on process optimization, automation, and efficiency improvements.• Built clarity between as-is processes and strategic business objectives for ServiceNow Process Map.• Understood and applied demand management as a process of sourcing, developing, manufacturing, and delivering.• Applied demand management skills by providing a bridge between the marketplace and the company’s internal operations.• Built and managed IT Service Catalog taxonomy and overall structure in ServiceNow platform.• Facilitated ITSM process with owners in Service Catalog, requirement fulfilment, incident management, change management, problem management, asset and configuration management, and knowledge management.• Worked closely with HR teams to identify gaps and areas of improvement in existing HRSD processes and help in redesigning them.• Worked in ServiceNow HR Service Delivery (HRSD) platform to optimize clients HR operations and drive business results.• Knowledgeable with Business Rules, Flow Design, UI Builder, UI Interface Policy.• Collaborated with process owner to support design, test, and implement business needs as prescribed in ITSM practices. Assisted in the enhancement’s intake of requirements into backlog for optimal service delivery.• Developed technical solutions to business problems by defining, analyzing, and documenting requirements.

• Developed integration components for various requirements, including Single Sign-On (SSO), LDAP, and SOAP, enhancing system interoperability.• Strategically planned and executed the IRM assessment, moving it towards the Evergreen phase.• Created UI Pages and implemented logic to automate the creation of Requested Items (RITMs) when data was submitted through public UI pages, utilizing SOAP and Scripted SOAP Message techniques.• Assisted in devising a comprehensive plan for Information Risk Management (IRM) assessment and remediation.• Utilize knowledge of web-based protocols and standards, including SOAP, REST, WSDL, and XML, to develop integrations and ensure interoperability between ServiceNow and external systems.• Implement HR service request automation, approval processes, and task assignments.• Monitor and optimize the performance of HRSD processes and integrations.• Identify and resolve bottlenecks or issues affecting system responsiveness.• Develop training materials and conduct training sessions for HRSD end-users and administrators.• Create documentation for HRSD configurations, integrations, and best practices.• Configured, maintained, and troubleshoot Performance Analytics modules within ServiceNow.• Served as a liaison between development, business stakeholder and end users throughout the application development lifecycle and understood the relationships between the various modules in ServiceNow platform including Virtual Agent Knowledge and workflow.• Demonstrated knowledge and experience of LIMS configuration and end to end system implementation.• Strong working knowledge of GxP software applications.• Use CMDB Data Manager tool to create, edit, review, publish, and track Data Manager policies and the tasks generated by the policies.• Strong working knowledge and understanding of laboratory functions and processes.

• Supported the development team through system design, development, and implementation of HRSD, ITSM, SPM Modules.• Used data catalog to identify which data assets are available, provided relevant context about that data, and organized and evaluated information about your data for source and current location of the data, data’s lineage, and data classification.• Understand process for ITOM to predict issues, minimize user impact, automate resolutions, and data connection.• Work as a functional analyst of CMDB as an eco-system for all critical applications, created framework to maintain interface inventory, and provided insights of all the impacted sources during Project Go-Lives activities.• Created end-to-end workflows & experience process automation in a no-code environment with flow designer.• Used SPM to manage work from the creation of ideas to project execution as a record keeper of an entire project, showed how project feeds into other areas of the business, such as budgets and strategic goals, quantified ideas alongside criteria, such as demand, risk, impact on the organization, the effort involved, and the timescales. • Worked in a HRSD Implementation project involving HR Catalog item requirements, Lifecycle events, Integrating 3rd party HR tool, Employee Service Center, Enterprise Onboarding, HR Case and Knowledge Management, and Performance Analytic.• Understood and applied the Supply Lifecycle Operations (SLO) processes for streamlining supplier lifecycle operations and adopted ServiceNow approaches by identifying suppliers, selecting, and segmenting suppliers, onboarding suppliers to make sure organization vision and mission are understood, managing suppliers’ performance, managing suppliers’ information, managing suppliers and organization risks, maintaining an integral relationship with suppliers, and offboarding suppliers.