Shilpa Devi Email & Phone Number

The HR Service Delivery project at the organization is a transformative initiative that successfully enhanced the efficiency and effectiveness of HR operations. By leveraging ServiceNow's HRSD capabilities, created a centralized, user-friendly platform that improved employee experience and provided valuable insights for HR leadership.My involvement in this project not only honed my skills in HR Service Delivery but also reinforced the importance of collaboration, communication, and adaptability in driving successful change within organizations. As HR continues to evolve, I look forward to further contributing to initiatives that promote employee engagement and operational excellence.Key AchievementsThroughout the HRSD project, several key achievements underscored the initiative's success:1. Enhanced EfficiencyThe automation of HR processes reduced the time spent on administrative tasks by over 30%, allowing HR personnel to focus on strategic initiatives and employee engagement.2. Improved Employee ExperienceEmployee satisfaction surveys indicated a 25% increase in overall satisfaction with HR services, driven by quicker response times, simplified processes, and enhanced accessibility.3. Centralized Service DeliveryThe implementation of a centralized HR Service Portal provided employees with a one-stop shop for all HR services, significantly improving usability and accessibility.4. Data-Driven Decision MakingThe new HRSD system offered robust reporting capabilities, enabling HR leaders to make informed decisions based on real-time data insights and trends.5. Standardization of ProcessesThe project successfully standardized HR processes across the organization, ensuring compliance with legal and organizational requirements while minimizing variations in service delivery.

• Involved in ServiceNow upgrade activities.• Implemented and configured ServiceNow HR Service Delivery (HRSD) module to streamline HR processes and enhance employee experience.• Customized HR case management workflows, including onboarding and offboarding processes, to align with organizational needs and compliance standards.• Provided user training and support to HR teams for the successful adoption of ServiceNow HRSD platform, resulting in increased efficiency and employee satisfaction.• Successfully implemented and customized core ITSM modules including Incident Management, Problem Management, Change Management, and Service Request Management to streamline and automate IT service processes.• Designed and implemented workflows to automate incident prioritization, assignment, and escalation processes, ensuring quick resolution of critical issues.• Developed custom incident reports and dashboards for real-time tracking and performance monitoring of the incident management process.• Configured the Change Management module to enforce change control policies, including the creation of approval workflows, risk assessment calculations, and automated notifications.• Implemented an Advanced Risk Assessment Calculator to evaluate the potential impact of changes and ensure informed decision-making by the Change Advisory Board (CAB).• Created various UI policies and UI actions and was experienced in writing advanced UI policy and UI action scripts.• Responsible for generating reports using tables and data sources in ServiceNow.• Worked on scheduling reports in ServiceNow.• Responsible for creating users, groups, and roles. And also experienced in exporting and importing data.• Experienced in creating SLAs, and schedules and attaching schedules to the SLAs.

Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.• Created reports, Workflows, data imports for Incident, Problem, Service Request and Change ServiceNow modules.• Setting up Change Management along with Advanced Risk Assessment Calculator.• Have hands on Experience on Integrating ServiceNow with third party tools and Domain separations for the external users to raise incidents in SNOW.• Involved in development of requirement integration components (SSO, LDAP, and SOAP).• Facilitating ServiceNow Performance Analytics in delivering out-of-box services.• Strong knowledge in creation of PA reports, updating the OOB indicator which includes service management operations, service strategy, Human resources management.• Extensive experience in adding fields to the metrics capture of service now performance analytics, and also creating roles and groups using dashboards, analytics, time charts.• Extensively worked with REST GET and POST using basic HTTP Authentication.• Good knowledge on Single Sign on and event based integrations.• Experienced in implementing intensive manual reporting within the base ServiceNow system, in bringing the best product for current and future analytics.• Strong knowledge in updating visualizations of performance across teams and organizations, and also in establishing service delivery.• Had good knowledge working on LAN password Reset and Integrating with other Servers using Orchestration.• Managed a team of customer service representatives to ensure efficient and effective handling of customer inquiries and issues.• Developed and implemented customer service policies and procedures to improve overall customer satisfaction and retention rates.• Trained and coached customer service staff on best practices for handling various types of customer interactions, including phone calls, emails, and live chats.

Performed configurations and customizations of ServiceNow applications like, Service Catalog, Incident and Change. Involved in workaing and developing of Service Now Plugins and customizations.• Customized Incident, Problem and Change forms of ServiceNow using UI Policies and Client Scripts.• Implemented on Call Scheduling plugin and created Rota and rosters by the schedules provided by each operating support group.• Implemented and configured ServiceNow HR Service Delivery (HRSD) module to streamline HR processes and enhance employee experience.• Customized HR case management workflows, including onboarding and offboarding processes, to align with organizational needs and compliance standards.• Provided user training and support to HR teams for the successful adoption of ServiceNow HRSD platform, resulting in increased efficiency and employee satisfaction.• Configuration of Email Notifications and develop mail content using mail scripts.• Created Data Sources for various external applications. Used Import sets and Transform maps to import data into ServiceNow.• Created various workflows for Incident Management, Change Management, Service Requests and SLA’s. Set up the SLA for the various ITIL processes as per the requirement. Involved in redesigning the workflows using ServiceNow workflow editor.• Data Migration from REMEDY ITSM to ServiceNow ITSM.• Successfully implemented ITSM modules including Incident, Problem, Change, and Service Request Management, enhancing IT service delivery and support processes.• Configured ITSM workflows and processes to align with ITIL best practices, improving operational efficiency and service quality.• Integrated CMDB with ITSM modules to provide comprehensive visibility into the IT environment and enhance impact analysis.• LCAT Implementation and Customization Implemented the License Compliance Assessment Tool (LCAT) in ServiceNow to automate the tracking and management of software licenses.

• Worked with the team in Installation, Configuration, Administration, and Security of QlikSense• Server, Publisher.• Experienced in QlikSense Server and Publisher maintenance – Creating scheduled jobs for QVD extracts and report reloads.• Manage security for all QlikSense applications and performance, availability security, and disaster recovery procedures.• Administer, maintain, and utilize policies and procedures for ensuring the security and integrity of the software.• Responsible for installation, configuration, and manage application software for the developer by creating a development, testing, and production environment.• Experienced in troubleshooting and offers development improvements.• Using the QlikSense performance dashboard to Monitor daily QlikSense server performance, troubleshoot, analyze, and sustain capacity and performance requirements, and provide recommendations for improvement.• Experience with QlikSense Management Console.• Ability to work closely with manager and developer team members to achieve goals by successfully deploying HR and finance to production and scheduling uploading data into QlikSense.• Participate in overall architecture and strategy for the deployment of the QlikSense suite of products as well as the creation and maintenance of backup plans• Outstanding organizational skills and the ability to handle multiple projects/tasks simultaneously.• Effectively communicate with client teams and internal team

• Analyzed business requirements, and prepared functional and design specifications.• Created data mapping documents for the data files coming from multiple data vendors.• Implemented Incremental load using insert, and update procedure techniques.• Created procedures, and packages for data extraction, cleansing, and loading to final tables.• Provided technical assistance by responding to Data inquiries and errors to the Business team.• Monitored program performance after implementation in the production environment.• Worked with a globally distributed team that delivers Business projects and IT solutions.• Worked with large data sets and provided solutions to complex technical challenges.• Prepared the test plans for unit testing and user acceptance test.• Analyzed codes to find causes of errors and revise programs.