Deepika Karkra

Senior System Specialist( ServiceNow) - As the only ServiceNow resource at Sprouts, I am responsible for and involved in all aspects of SDLC in ServiceNow platform. My responsibilities include requirement gathering, Architecture, Development, Testing and Deployment of solutions. As a ServiceNow expert, I am also responsible for identifying and autonomously implementing ideas/solutions to create value for Sprouts.

I am involved in daily administration, configuration, and ongoing maintenance of the SNOW platform, making suggestions for best practice in process that allow us to stay within out of the box configurations.

I have been performing platform upgrades starting from Fuji onwards.

Also working as a technical lead for all outsourced projects. As a ServiceNow SME, I provide guidance to managed services vendors, while staying customer-focused to deliver the right solutions.

I am certified scrum master and have extensive experience working with Agile Methodology.

Technical Projects:

• Autonomously created a Health and Wellness application for reporting, tracking and managing life cycle of Covid-19 related tickets.
• Integration of Sprouts ServiceNow instances with other management systems such as Okta, Workday and SABA using Integration Hub.
• Developed, tested and implemented Facilities Management module called Nuvolo and Space and Move application.
• Developed, tested and implemented an App for Sprouts Executive team to receive suggestions from Team Members working in the field and enable them to deploy resources to implement good suggestions.
• Developed, tested and implemented a Training Request module for end users to request a Training. It enables Training team to communicate and collaborate with end users and develop training based on feedback from team members in the field.
• Developed, tested and implemented Expense Management application on ServiceNow platform for 30,000 Sprouts employees to file their expenses and get reimbursed
• Developed, tested and implemented application for Sprouts Distribution Centers to reimburse credit to stores for various reasons.
• Developed, tested and implemented a solution for IT Support team to track IT related work orders and enable Vendors to be reimbursed.
• Responsible for ongoing customizations on HR, Demand, Incident, Agile, Knowledge, Service Portal, Project Management and various other modules.
• Automation of Report distribution and Dashboard implementations.
• As a ServiceNow System Administrator managing day to day activities, configurations, upgrades and resolving critical Incidents related to ServiceNow and maintenance of custom developed applications.

• Worked on Incident, Change modules, Discovery customizations and Service Catalog workflows
• Created a custom module for Employee Training.

• Worked on optimizing Change, CMDB Configuration, Discovery customizations, SLAs, Access Controls, custom Database Views and Reporting.

• Implemented Data import module using transform maps which facilitated auto generation of System Access requests for existing/new users which significantly increased Service desk productivity
• Implementation and customization of knowledge module (forms, UI and workflows)
• Conducted workshops for Knowledge Management training
• Migration of Knowledge articles between instances
• Implementation and customization of Performance Analytics module (custom indicators and breakdowns)
• Created dashboards for incident and request management
• Managed and supported all implemented ServiceNow modules as a SNOW Administrator and lead the technical team
• Improved SDLC process and implemented Agile development methodology
• Created custom surveys and notifications for conducting incident related surveys
• Worked on redesigning Self Service Portal and improving customer experience
• Enhanced Service Catalog, created ‘New Employee On boarding’ order guide and custom created catalog items in it, implemented workflows
• Imported CIs from an external systems to facilitate change submissions against them
• Created a custom User interface for submitting standard change requests.

• Service Catalog enhancements, Workflow design
• Email Notifications redesign
• Securing records using access controls.

• Created a data exchange/update application that kept records in two different systems in sync by utilizing custom REST let scripts and AJAX for data exchange
• Created a custom utility that generated custom Purchase Orders in pdf printable format
• Other customizations for Net suite products and services suited to the customer by developing custom scripts
• Provided technical support and bug fixes for 360 installed applications on customer site.

• Development and customizations on ServiceNow Platform - worked on Incident, Problem, Change Management, Service Catalog Management, Request Management, Schedule Jobs, Transform maps, Client/Server side scripting, Test Fixtures, Workflows, CMDB and Asset Management, Discovery module etc
• Using SNOW Content Management tool and an external application, created a module that allowed users to view organizational structures such as Role hierarchy, Service hierarchy, Management hierarchy in user friendly animated visualizations that facilitated budgeting for Human Resource Dept
• As a Top level Technical Support, resolved all the critical incidents in an effective and timely manner
• Worked with both internal and external customers, to collaborate and receive business and data requirements in building technology solutions
• Collaborated with other team members, project managers, business analysts and testers as necessary in developing and implementing technology solutions to meet the business need.

• Developed an internal website for displaying information about the Eco Labels using various form elements
• The user can look up the information like what products the labels are for, what country they belong to and what are the conditions required to get certified by a particular Eco label
• The Database for this project was developed with SQL server and the front end was developed using XAML in Visual Studio 2010
• The programming language used was C#
• Created a desktop application which takes data from all the phases of a product life cycle, runs a detailed analysis and some backend calculations on it and generates a document which has all the information about the environmental impact of this product
• This report can be printed by the company
• It was developed using XAML and C# in .Net.

• Provided technical support to customers and field technicians for a Service called UVERSE operating in east coast
• Underwent initial rigorous training for 15 days
• Handled a high influx of inbound calls within a dynamic call center environment
• Mastered various tools for logging calls
• Assisted U-verse customers as well as field technicians by using various troubleshooting tools and running various network tests or by providing information to the customers
• Utilized multiple call center support applications to efficiently assist customers and agents
• Managed multiple priorities and maintained effective results in a quota driven workplace
• Responded to customer inquiries and requests and resolved issues efficiently and professionally
• Provided effective and timely resolution of a range of inquiries, striven for one-call resolution of customer issues
• Exercised strong interpersonal communication skills with customers and department personnel
• Strike a positive and cooperative tone with both customers and coworkers
• Accepted assignments with an open, cooperative, positive and team-oriented attitude
• Delivered world class customer service and build customer satisfaction and loyalty
• Complete ongoing training to stay abreast of product, service and policy changes
• Demonstrate best judgment in the disbursement of adjustments and credits.

• Supervise daily office operations managing a staff of 12 employees and around 50 students
• Maintain the Database of the computer center and creating student data in MS Access, SQL Server and running queries to manipulate the data
• Performed business office duties, such as payroll, accounts payable and accounts receivable, and balanced all accounts monthly
• Oversee inventory and purchases
• Interviewing and recruiting qualified staff
• Maintaining the standards of quality of education in the center
• Creating a positive and energetic environment amongst the students and faculty
• Implement effective customer satisfaction strategies and find ways to expand the business
• Helped develop special sales and promotion plans, which led to sales increase
• Performed hardware and software installations and provided high-level technical support, training, and troubleshooting
• Assembled, installed and upgraded a wide array of computer systems, workstations, and peripheral hardware.

• Educate and support customers for reliance mobile phones
• Market the Reliance products to customers, organizations and industries.

• Understanding the structural cabling for LAN and WAN networking of Idea Cellular Network, India
• Installation of network servers with operating systems such as windows and workstations like windows
• Installation and commissioning of network hubs and switches
• Providing technical support to call center executives.

• Grasped key concepts in Optical Fiber, and connectivity through Microwave links
• Up-keep of power plants