Iswarya Devi

As a Senior ServiceNow Developer at Equifax, I lead the design and delivery of enterprise workflows across ITSM, ITOM, CMDB/CSDM, HRSD, CSM, and GRC/IRM to support highly regulated financial operations. Gathered and documented functional/technical requirements (HRSD/HAM).Created process flows, requirement specs, and solution documentation I partner with compliance, audit, and technology teams to build scalable, audit-ready solutions that improve operational transparency and system reliability. I enhanced CMDB accuracy, implemented Discovery and Service Mapping, and automated critical risk and compliance processes, reducing audit preparation time by 40%. I also developed advanced Service Catalog workflows for access provisioning, loan origination, and financial approvals, cutting manual effort by 30%. By optimizing Incident, Change, and Problem workflows, I improved SLA compliance to 98%+ and reduced MTTR by 15%. Additionally, I built HRSD onboarding workflows, strengthened CSM capabilities, and implemented FSM automation for ATM operations, improving resolution speed by 20%. My work ensures smoother operations, stronger compliance, and a more efficient ServiceNow ecosystem for the enterprise .Implemented RPA-driven automation using ServiceNow Flow Designer and Workflows. Designed RPA-aligned process automation for ITSM and HRSD modules. Automated repetitive service tasks using ServiceNow scripting and business rules.

I served as a Sr. ServiceNow Developer delivering enterprise-scale solutions across HRSD, CSM, GRC, ITAM/HAM Pro, and ITOM to support complex HR, IT, and facilities operations. I led major HRSD implementations, including HR Case Management, HR Knowledge, and Enterprise Onboarding & Transitions, while designing COE-based services for Benefits, Talent, and Total Rewards to improve case routing accuracy and reduce manual workload. I developed advanced Service Portal and CSM enhancements, improved user experience, and automated workflows end-to-end using Flow Designer, Workflow Editor, Business Rules, and Script Includes. I implemented HAM Pro, building hardware lifecycle governance, reconciliation rules, and asset automation that reduced manual asset tracking by 40%. I also configured Workplace Service Delivery for facilities, space reservations, and catalog requests. My work extended to Discovery setup and troubleshooting, ITOM event and alert rules, and integrations using REST/SOAP. I delivered dashboards, Performance Analytics, upgrade support, and production maintenance to ensure platform stability. Supported API/interface requirement analysis (REST integrations) .Conducted stakeholder discussions and solution walkthroughs. My contributions significantly improved HR, IT, and facilities efficiency while strengthening governance and automation across the ServiceNow landscape.

At Concentrix, I worked as a ServiceNow Developer supporting global HR, IT, and risk teams by designing and optimizing workflows across HRSD, ITSM, GRC/IRM, and Workplace Service Delivery. Captured business requirements for HR and GRC implementations Supported API/interface requirement analysis (REST integrations) . I led the migration of legacy HR processes into a modern HRSD architecture, configuring Payroll, Benefits, Total Rewards, Careers, and Global Mobility COEs to improve case routing, operational accuracy, and employee experience. I developed complex HR workflows, Employee Relations case management, and facilities portals with workspace booking, approvals, and automated task routing. I also built AD orchestration using custom PowerShell scripts for provisioning and deprovisioning activities. My role included implementing GRC/IRM frameworks, creating REST/SOAP integrations using IntegrationHub, and enhancing dashboards and reporting to improve visibility into HR, facilities, and IT operations. I supported PPM initiatives, documented processes, and analyzed over 3,600+ alarms to improve service quality and incident response. My work helped streamline global HR operations, strengthen compliance, and enhance the overall ServiceNow ecosystem.

At GlobalLogic, I worked as a ServiceNow Developer supporting multiple enterprise clients by delivering end-to-end implementations across ITSM, ITAM, ITBM, CMDB, APM, and Cloud Management. I collaborated directly with business teams to gather requirements, create technical design documents, and build scalable solutions that aligned with ITIL and PMI best practices. I contributed significantly to CMDB and ITAM initiatives by developing custom probes and sensors to populate CI data using JavaScript, Perl, and PowerShell, ensuring accurate asset visibility across the organization. I supported ITBM modules including PPM, APM, Agile, Demand, Resource, Test, and Financial Planning, enabling better project governance and portfolio optimization. Additionally, I worked on Cloud Management for cost transparency, budgeting, leasing, and resource optimization. I built and enhanced ITSM processes such as Incident, Problem, Change, Knowledge, and Service Catalog, while developing integrations, workflows, SLAs, and automation to streamline operations. My work strengthened data integrity, improved cloud and asset governance, and enhanced the overall ServiceNow platform experience for end users.