MERCY SNEHA MOPARTHY
ServiceNow Consultant
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
11
11
years of professional experience
4
4
Years of Bachelor Degree
Work History
ServiceNow Consultant/Junior Architect
Infosys Ltd.
2 2021 - 11.2023
- Worked as a Consultant/ Architect for the German Engineering client's ServiceNow platform
- Evaluated customer needs and feedback to drive product and service improvements.
- Created and developed detailed work plans to meet business priorities and deadlines.
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Assisted clients in defining clear project requirements, translating them into actionable plans for successful solution deployment.
- Assisted customers in troubleshooting product issues and provided timely technical support.
- Reported upgrade requests and assisted in prioritizing implementations.
- Implementing the Solution and validating the development performed by the development team to ensure that all coding best practices and guidelines are adhered to
- Been part of multiple workshops related to Asset Management and Project Portfolio managements
- Implemented Multiple End to End Integrations using REST API
- Acted as First level Change Approver related to ServiceNow activities
- Provided multiple training sessions to Team on Client ServiceNow platform changes and business requirements
ServiceNow Consultant / Junior Architect
Infosys Ltd.
07.2018 - 02.2021
- Working as a Consultant and Architect for German Engineering Client.
- Played a key role in the growth of the ServiceNow practice, contributing to business development efforts by identifying new opportunities and establishing strong client relationships.
- Developed critical performance metrics to evaluate the effectiveness of ServiceNow solutions in achieving business objectives.
- Maintained high levels of customer satisfaction through effective communication and timely resolution of reported incidents.
- Optimized ServiceNow implementation by analyzing business processes and recommending system enhancements.
- Configured and modified product systems to meet customer-specific needs.
- Assisted customers in troubleshooting product issues and provided timely technical support.
- Created architecture and design for various B2B integrations using REST, SOAP, Inbound which were implemented to improve efficiency of collaboration between various providers of the client which has been used as Solution design for other similar projects
- Lead and designed the Architecture for Two way warehouse interface for ITAM and CMDB data setup
- Lead the discussions between various teams and stakeholders to help and realize their business needs via ServiceNow and provided solution accordingly
- Been part of Workplace business discussions and provided process adhere to ServiceNow system and implemented the same which reduced manual effort of support teams
- Handled On-site Client discussions and workshops and delivered the project successfully
- Played a key role in designing and implementing the Hardware Asset Management and Software Asset Management process
- Presented technical presentations to clients to explain product features and benefits.
ServiceNow Consultant
Infosys Ltd.
01.2018 - 07.2018
- Worked as a Team Lead/ Consultant for German Industrial engineering and Steel production company
- Delivered comprehensive training programs on ServiceNow features and functionality for both technical and non-technical staff members.
- Presented technical presentations to clients to explain product features and benefits.
- Engaged with customers after sales to check on product integration, customer satisfaction and additional needs.
- Helped team implement successful strategies for complex Solution implementation.
- Worked closely with sales team on understanding customer requirements, promoting products and delivering product support.
- Worked closely with Business Analyst for requirement gathering, workshop and Solution Design
- Coordinated between support teams to analyze feasibility of functional requirements related to Service Portal, Service Catalogs and ITSM Modules and provided solutions accordingly
- Guided Team for technical implementation and Documentation within delivery timeline.
- Analyzed and highlighted to-be implemented processes potential gaps and suggested improvements to increase efficiency.
ServiceNow Team Lead
Infosys Ltd.
07.2017 - 12.2017
- Worked as a Team Lead and Consultant for Major Utility Company Client
- Played very important roles as teammate, team lead and consultant.
- Improved team productivity by implementing efficient project management strategies and streamlining communication channels.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Handled On-Site workshops and documented all the requirements and delivered to development team
- Coordinated between various support teams and analyzed feasibility of their functional requirements related to Supply chain and HR Modules
- Converted Business Requirements into technical requirements and guided the team to Successful implementation
- Analyzed and highlighted to-be implemented processes potential gaps and suggested improvements to increase efficiency.
- Designed strategic plan for component development practices to support future projects.
- Frequently inspected production area to verify proper equipment operation.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Worked different stations to provide optimal coverage and meet production goals.
ServiceNow Developer
Infosys Ltd.
10.2015 - 07.2017
- Configured Web service integration and other ITSM modules
- Regular contact with client regarding Process improvements
- Implemented Surveys with OOB Survey Management
- Demonstrated capabilities of various applications offered by ServiceNow as a suggestion to be implemented by the client as part of the consolidated platform.
- Tested troubleshooting methods and documented resolutions for inclusion in knowledge base for support team use.
- Updated technical documentation, product specifications, and technical training materials.
- Guided team in layout modifications to improve functionality.
- Minimized downtime during migrations by employing thorough testing methodologies throughout all stages of development life cycle.
ServiceNow Developer
Igate Patni
08.2014 - 09.2015
- Worked as ServiceNow Developer on Multi-Tenant Platform
- Single Resource Client
- Key Activities like Requirement Gathering, Evaluation of the tools, development and delivery of ITSM Modules
- Supported and Administrated the Modules as per Multi-Tenant Platform best practices
- Enabled the automated fulfillment of requests using Microsoft System Center Orchestrator for multiple use cases which required Microsoft Active Directory (AD).
- Tested troubleshooting methods and documented resolutions for inclusion in knowledge base for support team use.
- Updated technical documentation, product specifications, and technical training materials.
ServiceNow Developer
IGATE
11.2012 - 09.2015
- Worked as ServiceNow Developer on Multi-Tenant Platform
- Single Resource Client
- Analyzed and replaced HPSM tool with ServiceNow Successfully without any User Interface issues
- Key Activities like Requirement Gathering, Evaluation of the tools, development and delivery of ITSM Modules
- Supported and Administrated the Modules as per Multi-Tenant Platform best practices.
- Tested troubleshooting methods and documented resolutions for inclusion in knowledge base for support team use.
- Updated technical documentation, product specifications, and technical training materials.
Education
B.TECH - Electronics And Communication Engineering
Jawaharlal NehruTechnological University
Kakinada 05.2007 - 05.2011
Skills
Process Design
Equipment Troubleshooting
Custom Application Development
CMDB
ITSM
ITIL
HTML and CSS Development
JavaScript programming
ServiceNow Development
Requirements Gathering
Multitasking
Adaptability and Flexibility
Request Fulfillment
Service Portfolio Management
Asset Management
Decision-Making
Effective Communication
Problem-Solving
Configuration Management
Integration Development
ITIL Framework
Professional Demeanor
Excellent Communication
Technical consulting
Other Experience
Created POCs for various proposals which were later converted into implementation deals. Assisted other projects with technical guidance in implementing similar requirements as the clients I worked on.
Professional Overview
Total experience of around 11+ years as a ServiceNow Resource playing different roles at Infosys Ltd. Excellent understanding of ServiceNow platform to enable seamless discussions with business stakeholders and translate functional requirements into technical requirements adhering to best practices. Extensively worked on Core ITSM and ITBM modules, Service Catalog, Service Portal, CMDB, complex B2B integrations using various APIs and script types offered. Developed multiple custom applications to meet requirements which are not realized through out-of-the-box modules/applications offered. Created various project artifacts such as technical design documents, best practice manuals, user manuals, handbooks, Team Structure etc... Mentored fresh talents at offshore and near-shore locations and guided them on ServiceNow learning path to bring them up to speed to ensure seamless delivery of the project who later became Leads for different projects.
Timeline
ServiceNow Consultant / Junior Architect
Infosys Ltd.
07.2018 - 02.2021
ServiceNow Consultant
Infosys Ltd.
01.2018 - 07.2018
ServiceNow Team Lead
Infosys Ltd.
07.2017 - 12.2017
ServiceNow Developer
Infosys Ltd.
10.2015 - 07.2017
ServiceNow Developer
Igate Patni
08.2014 - 09.2015
ServiceNow Developer
IGATE
11.2012 - 09.2015
B.TECH - Electronics And Communication Engineering
Jawaharlal NehruTechnological University
05.2007 - 05.2011
ServiceNow Consultant/Junior Architect
Infosys Ltd.
2 2021 - 11.2023