Pranathi Beldhe
Frisco,TX
Summary
ServiceNow professional with overall 6+ years of experience in both technical and functional aspects of ServiceNow. Expertise in implementing, configuring, and supporting the ServiceNow Platform across various modules such as ITSM, CSM and HRSD. Strong ability to bridge the gap between technical and business requirements while driving process improvements and ensuring alignment with industry best practices.
Overview
6
6
years of professional experience
1
1
Certification
Work History
ServiceNow Developer at Riot Games
Wipro
11.2024 - Current
- Implementation of ServiceNow, a custom application, and the Knowledge Management module.
- Determine product fit, gap analysis, and technical feasibility analysis against the customer.
- Spearheaded the integration between ServiceNow and Workday, streamlining HR processes. Enhancing data synchronization to improve operational efficiency.
- Built and maintained a self-service HR portal for employees, allowing them to submit requests, view FAQs, and track the status of their HR requests in ServiceNow, leading to enhanced customer satisfaction.
- Automated employee onboarding and offboarding processes ensure smooth transitions of new hires and departures, enhance compliance and security during these processes.
GEN AI Implementation/Validation for ServiceNow
Wipro
04.2024 - 10.2024
- Innovative and result-driven R&D specialist with strong focus on semantic search, AI search to enhance ServiceNow capabilities improving search efficiency, and delivering data driven solutions
- Integrated AI powered Knowledge management systems to enhance ServiceNow's knowledge base search capabilities
- R&D on video search capability enhancing end-user search from video and leveraging LLM to retrieve search response
- Served as a customer zero for SharePoint generative AI search, multi turn Q&A solution, Incident deflection solution and Skill kit solution
- Designing optimized prompts and sending them to Mixtral LLM to enhance search accuracy and relevancy
- Configured search applications, index source, search source, search profile, Genius result script, result improvement rules to enhance search results
ServiceNow HRSD Implementation for UTC Client
Wipro
01.2023 - 03.2024
- Implemented and configured ServiceNow HRSD module ensuring optimal functionality and user experience resulting in HR Team efficiency in 35%
- Designed and implemented HR Services, Assignment Rules, Matching Rules, skills, HR Criteria, Routing rules, Portal etc
- Collaborated with product owners and cross functional teams to create and define user stories, ensuring alignment with business goals
- Working closely with other developers to clarify requirements and ensure stories were fully understood before development
- Led the design and configuration of Workflows, Business Rules, and client scripts to automate and improve business process
- Worked closely with business stakeholders to gather requirements, assess current processes and automate them
- Implemented, tested and provided postproduction HRSD support
- Participated in upgrade process and ensured smooth transitions between releases
- Developed customized reports and dashboards to track key performance indicators (KPI’s) and service performance metrics
- Trained end-users and provided technical and end-user documentation to ensure smooth adoption of ServiceNow modules
ServiceNow HRSD& EDM Implementation for Siemens Energy Client
Wipro
05.2022 - 01.2023
- Manage large numbers of documents more efficiently with the ServiceNow
- Ensuring automatically moving employee documents from a case to the employee file
- Defining Security policies to restrict users access to documents
- Defining retention policies that determine how long to retain employee documents and prevent purging for legal holds
- Played a key role in designing and implementing Bulk import of employee documents Integration with SharePoint using REST API
- Participated in ServiceNow upgrade projects, including testing, validation, and deployment of new releases and features
ServiceNow CSM Implementation for Friesland Campina Client
Wipro
10.2021 - 05.2022
- Led end-to-end implementation of ServiceNow CSM to enhance Customer Service operations, including case management and knowledge base management
- Collaborated closely with stakeholders to gather business requirements and define workflows for CSM module
- Defined and documented functional requirements for ServiceNow CSM, ensuring alignment with business goals and customer service KPIs
- Developed and configured ServiceNow CSM modules, including case management, service requests, and customer service portal to automate service delivery processes
- Implemented and configured customer service portal and knowledge management within ServiceNow, enabling customers to find self-service solutions and reducing incident resolution time by 20%
- Created and executed UAT to ensure implemented solution met business requirements and was fully functional
- Designed and configured SLAs to track performance and ensure that customer service operations met predefined metrics
- Conducted training sessions for end users and administrators on using ServiceNow CSM functionalities and best practices
Systems Engineer
Infosys Limited
08.2019 - 10.2021
- Created and implemented a 'Back-To-Box' scan solution, enabling 43+ clients to stay compliant with the Out-of-the-Box ServiceNow product.
- Developed Unified Service Portal solution that combines ITSM, HRSD, and CSM modules into a single, user-friendly interface, resulting in 17% reduction in customer service inquiries
- Spearheaded creation of Survey Portal solution that leverages advanced user interface design principles to optimize user engagement, resulting in 21% increase in survey responses across multiple customer instances
- Automated HR case management, HR tasks, such as leave requests, benefits administration, and employee record management, leading to a 20% increase in HR team productivity and a reduction in manual errors
- Collaborated with stakeholders to define KPIs and performance metrics, regularly producing reports on service performance, case resolution, and customer feedback
- Successfully implemented ServiceNow CSM to enhance customer support processes, resulting in a 20% reduction in response times and improved customer satisfaction
- Built custom applications to integrate ServiceNow instances using REST, SOAP for seamless communication
- Modernized User Interface of various persona-based service portals using Angular JS, HTML, AJAX and CSS
- Served as a key expert in ServiceNow, skillfully managing requirements for a wide range of features including Flow designers, Catalog items, Business Rules, Service Portal, UI Builder and Automated Test Framework
- Led the development of a Change Management solution, automating change request approvals and notifications, reducing change implementation time by 25% and minimizing service disruptions
- Established a Service Level Agreement (SLA) Management system, defining SLAs for various service offerings and implementing automated alerts and escalations, ensuring adherence to service standards and improving customer satisfaction scores by 15%
Education
B. Tech. - Computer Science and Engineering
CMR College of Engineering and Technology
01.2019
Certification
- ServiceNow Certified Application Developer
- ServiceNow Certified System Administrator
- ServiceNow Micro Certifications - 3
- Wipro Five-star performer award
- Infosys Global Agile Developer
- Infosys Insta Awards – 2
Timeline
ServiceNow Developer at Riot Games
Wipro
11.2024 - Current
GEN AI Implementation/Validation for ServiceNow
Wipro
04.2024 - 10.2024
ServiceNow HRSD Implementation for UTC Client
Wipro
01.2023 - 03.2024
ServiceNow HRSD& EDM Implementation for Siemens Energy Client
Wipro
05.2022 - 01.2023
ServiceNow CSM Implementation for Friesland Campina Client
Wipro
10.2021 - 05.2022
Systems Engineer
Infosys Limited
08.2019 - 10.2021
B. Tech. - Computer Science and Engineering
CMR College of Engineering and Technology
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