Jam Khalti

• Configured and managed HR Case Management, reducing manual ticket through the implementation of specialized HR Services and Assignment Rules. • Designed and maintained a robust Center of Excellence (COE) data model to ensure strict data segregation and security across Payroll, Employee Relations, and Talent Management. • Managed sensitive employee data by configuring HR Criteria, ACLs, and Client Roles, ensuring compliance with global data privacy regulations. • Developed end-to-end Lifecycle Events that automated cross-departmental tasks (IT, Facilities, Finance), improving the "New Hire" readiness rate. • Leveraged Flow Designer to automate repetitive HR tasks, such as tuition reimbursement approvals or leave of absence requests. • Custom-configured the ESC (Portal) to provide a unified "one-stop-shop" for employees. • Built custom Dashboards and Reports to track key HR metrics like Mean Time to Resolve (MTTR) and First Call Resolution, enabling data-driven decision-making for HR leadership.

• Worked with multiple clients across diverse industries, delivering end-to-end ServiceNow solutions. • Designed, configured, and implemented workflows across various ServiceNow modules, including ITSM, ITAM, ITOM, DISCOVERY, SPM, GRC, HRSD and CSM • Developed custom applications, scripts, and integrations to meet complex client requirements. • Led the design and implementation of CSDM 5.0-aligned CMDB, ensuring accurate configuration item (CI) modeling, relationship mapping, and data governance to improve service visibility and impact analysis across IT operations. • Collaborated with stakeholders to gather requirements, ensure platform best practices, and drive process improvements. • Configured and managed ServiceNow Event Management, integrating third-party monitoring tools like Dynatrace and Splunk to optimize event correlation, reduce alert noise, and enhance root cause analysis for proactive incident management. • Enhanced platform performance and user experience through automation and optimization. Designed & deployed ITBM/SPM (PPM, Demand, Financial, Resource Mgmt.), improving project visibility and resource allocation. • Designed & deployed ITBM/SPM (PPM, Demand, Financial, Resource Mgmt.), improving project visibility and resource allocation. • Built HRSD onboarding workflows & knowledge base, reducing HR tickets and time-to-productivity. • Enhanced CMDB data quality to streamline incident & change processes. • Collaborated on the design and deployment of a CSDM-aligned CMDB, ensuring accurate CI relationships and service visibility. • Created reports/dashboards for project & HR metrics, driving informed decision-making

·       Worked on the ITSM processes (incident, problem, change) resulting in reduced resolution times and improved SLAs. ·       Optimized SAM/HAM processes, cutting software costs and maximizing asset utilization. ·       Deployed Discovery & Service Mapping to improve CMDB accuracy and change risk assessment. ·       Developed dashboards & reporting for ITSM/ITAM, providing real-time insights for leadership. ·       Integrated monitoring tools, boosting service availability across infrastructure. ·       Ensured high data quality across the CMDB, defining reconciliation rules and managing the CI lifecycle. ·       Integrated IT Asset Management (HAM/SAM) data with the CMDB for streamlined service monitoring and reporting. ·       Automated workflows & UI policies, streamlining incident/request handling. Integrated third-party apps via REST/SOAP, improving efficiency.