Sonali Rokade
Cary,NC
Summary
Strong technical and business background with 9 year’s experience in Information Technology performed such role as ServiceNow Technical Lead, ServiceNow Lead Consultant, ServiceNow Senior Developer. A deep understanding of technical and business processes, ability to lead complex projects, ability to analyze and provide recommendations around application architecture and business capabilities to achieve customer satisfaction, higher efficiency and overall success. Involved in managing system configurations, gathering and documenting user and process requirements, developing workflow customizations.
Hands on experience with ITSM (Incident/Problem/Change/Request) management, CSM, Asset Management, Service Catalog, Virtual Agent, HR. I also worked in the integration of ServiceNow, with Studio/Platform such as high level customizations for the main modules. Technical expertise on but not limited to UI Policies, Imports, Update Sets, Service Catalogs, Workflows, Business Rules, Script Includes. Experience in Inbound Email Integration and also created Outbound Email Notifications using Email Templates. Experience in Client Script/Calling server side code using Glide Ajax in Client Script. Customized Scripting on Service Catalog/Email Template/Workflow script. Facilitated seamless integration with third-party platform such as JIRA, SharePoint, SAP, Twilio, and Notify.
Overview
11
11
years of professional experience
Work History
Tech Architecture Specialist
Accenture
09.2024 - Current
- Delivered Customer Service Management (CSM) by optimizing Playbook flows and improving operational efficiency within a custom workspace.
- Designed and implemented an Automated Test Framework (ATF) covering end-to-end process flows for robust QA and streamlined testing
- Integrated Microsoft Teams notifications with Major Incident Management (MIM) workbench to enhance collaboration
- Mainly focusing on Now Assist, Virtual Agent, and Workspace capabilities for ITSM
Servicenow Tech Lead
Accenture
05.2022 - 01.2024
- Worked as a Team Lead that rolled out number of high priority projects on aggressive time line. Designed and architected number of solution aligned with client business needs. Worked on code reviews for other developers and advice on design and best practice methodologies.
- Created custom ServiceNow applications for various teams, facilitating seamless integration with third-party platform such as JIRA, SharePoint, SAP, Twilio, Vendor Onboarding.
- Worked closely with Business Resource, Stake holders, Analysts, different teams in understanding the requirements documented in the Business Requirement Documents, Functional design documents, Process flow diagrams.
Servicenow Tech Lead
Cognizant
10.2021 - 04.2022
- Implemented and customized application modules within ServiceNow to meet business requirements.
- Worked with team to analyze functional requirements within ServiceNow for Customer Service Management (CSM), Request Management, Incident, Problem, Knowledge, Change, Core Platform, Web services, interfaces etc. Used mid servers, web services, and data import jobs to integrate with other applications.
- Engaged into activities such as strategic advice, deliver technology innovation and design/implement solutions in large and complex deployments.
IT Analyst
TCS
11.2018 - 09.2021
- Worked mainly on Asset Management. Implemented Asset Refresh module to maintain PC, desktop refresh process.
- Also worked on Hardware catalog items to maintain delivery, replacement, retrieval process cycle of assets.
- Worked on the migration and maintenance process of assets from other applications to ServiceNow platform (through transform maps and catalog items). Worked on Reporting, Performance Analytics, HR and Virtual Agent Configuration.
- Integration with JIRA to ServiceNow to auto create stories in JIRA from ServiceNow Request/Incident.
Senior Developer
Syntel
04.2018 - 10.2018
- Implemented Desktop Refresh process to enhance the asset process cycle.
- Worked on Service Catalog Workflow Design, Asset as well as Change module.
- Worked on documentation of changes and new development as technical and functional specifications.
- Worked on On boarding and Off boarding process of employees.
Senior Developer
Capgemini
03.2014 - 03.2018
- Tracking of Incident from creation to closure, with timely communication to business. Monitoring service level agreement (SLA’s) and operation level agreement (OLA’s).
- End to End Development and Customization of Incident, Problem and Change management applications per ITIL processes and policies. Worked on workflow configuration, scheduled jobs.
- Well-versed with the scripting in ServiceNow using JavaScript, HTML, CSS, Glide Script, Angular to handle Client Scripts, UI Policies, Script Includes, UI Actions, Business Rules, UI Scripts and Record Producer Scripts.
- Database view, scripted REST API, inbound and outbound API, UI scripts, business rules, widget, and other ServiceNow Applications.
Education
Bachelor of Engineering - Computer Engineering
University of Mumbai
05.2013
Skills
ServiceNow : ITIL, Customer Service Management(CSM), HR, Asset Management, Service Catalog, Virtual Agent, Integration Hub, Custom Applications, 3rd party Integrations
Languages : Javascript, PL/SQL
Web Technologies / Frameworks : HTML5, Angular JS, jQuery, CSS, JSP, Servlet
Accomplishments
- ServiceNow Certified Application Developer
- ServiceNow Certified System Administrator
- ServiceNow Certified Implementation Specialist – CSM
- ServiceNow Certified Implementation Specialist – HRSD
- ServiceNow Certified Implementation Specialist – ITSM
- Micro-Certification : Flow Designer
- Micro-Certification : Automated Test Framework
- Micro-Certification : Integration Hub
- Micro-Certification : Virtual Agent
Timeline
Tech Architecture Specialist
Accenture
09.2024 - Current
Servicenow Tech Lead
Accenture
05.2022 - 01.2024
Servicenow Tech Lead
Cognizant
10.2021 - 04.2022
IT Analyst
TCS
11.2018 - 09.2021
Senior Developer
Syntel
04.2018 - 10.2018
Senior Developer
Capgemini
03.2014 - 03.2018
Bachelor of Engineering - Computer Engineering
University of Mumbai
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