DIVYA SRIVASTAVA

• Played pivotal role in implementing and optimizing ITSM processes, ensuring seamless service delivery and support in 6 years of experience.
• Apart from ITSM module, have also implemented other modules, including Security Operations, BCM, Asset Management, Audit Management, and Customer Service Management.
• Worked on various integrations such as DELL and SCCM.
• Led cross-functional teams in execution of strategic initiatives related to ServiceNow adoption across organization.
• Led successful implementation of Employee Center, centralized portal designed to enhance employee experience, along with implementation of agent chat functionality and customization of interaction table according to company norms.
• Led implementation and continuous improvement of Workspace, resulting in more intuitive and efficient user interface.
• Streamlined and enhanced processes, making them more user-friendly and dependable, which led to significant reduction in workload.
• Implemented ServiceNow security controls and governance measures for diverse clients
• Managed merging of client instances, optimizing performance and enhancing overall system efficiency.

Enhanced system efficiency by developing and implementing ServiceNow applications and modules.

• Developed and implemented ServiceNow solutions for incident, problem, change, and service catalog management.
• Proficient in troubleshooting and resolving hardware and software issues in timely manner.
• Successfully condensed 9-month implementation project into high-quality 3-month deliverable.
• Successfully implemented Twilio, enhancing communication infrastructure and improving customer interaction and service delivery.
• Established best practices for maintaining code quality standards while adhering to Agile development principles for efficient project execution in fast-paced environment.
• Tested troubleshooting methods and documented resolutions for inclusion in knowledge base for support team use.
• Assisted in post-implementation support activities, ensuring seamless transition from legacy systems to new platforms while minimizing adverse impacts on end-users and overall business operations