Kean Yap

• Consolidated Contact Center Intake: Designed and implemented an FSO solution to consolidate fragmented contact center requests into unified cases via Service Portal, driving 100% self-service adoption and enabling comprehensive reporting across the organization. • Bidirectional Core Banking Integration: Designed a real-time integration between ServiceNow and client’s core banking systems, enabling agents to retrieve, and automatically update customer data changes within source systems, saving 25,000+ agent minutes and $10,000 in call center costs. • Modernized Wealth Management Platform: Led delivery of a FSO implementation to replace a legacy system by building a reusable intake framework spanning 100+ services across multiple business lines, enabling automated case routing and cross-team workflows that reduced case intake time by 65% for 300+ advisors. • Streamlined Onboarding Process: Built a structured onboarding experience using ServiceNow Playbooks, driven by a dynamic intake form to route workflows across products, reducing onboarding cycle time by 40%.

▪ Architected Telecom Network & CMDB Solution: Led the migration of client master data into CMDB via REST, designed dynamic device-to-customer network hierarchies using TNI and ITOM Service Mapping, enabling real-time outage impact analysis and reducing infrastructure impact analysis time by 90%. ▪ Deployed GenAI tooling within ServiceNow: Built and deployed LLM integrations for ServiceNow code and artifact generation, compiled strategic feedback to refine AI tooling, accelerating development cycles by 20% while improving delivery quality. ▪ Integrated Platforms for Improved Collaboration: Developed a Slack and Microsoft Teams integration with REST APIs and webhooks, enhancing cross-channel collaboration, resulting in a 25% improvement in incident resolution efficiency and fostering better team collaboration across departments. ▪ Digitized Risk Operation Workspace: Created a digital workspace for Risk Operations by integrating with custom React components, providing external organizations with a comprehensive view of risks and control performance, improving decision-making by 30% and enhancing risk management processes. ▪ Streamlined HR Onboarding: Implemented HRSD Enterprise Onboarding, streamlining workflows, resulting in a 40% reduction in administrative burden and a more efficient and seamless onboarding experience.

▪ Digitized Financial Aid Program: Modernized a provincial financial aid program by transitioning from paper-based processes to a fully integrated digital solution using ServiceNow Customer Service Management (CSM), reducing processing time by 40% and eliminating data entry errors, thereby enhancing service efficiency. ▪ Developed Self-Service Helpdesk Portal: Created a company-wide service portal using ServiceNow, streamlining IT support requests and providing an intuitive self-service helpdesk experience, resulting in a 30% reduction in support ticket volume and increased user satisfaction. ▪ Automated Regression Testing: Implemented ServiceNow’s Automated Test Framework, automating regression testing and reducing manual testing efforts and system downtime by 90%, thereby enhancing overall development lifecycle efficiency.

• Contributed 3 features using jQuery and Backbone.js to improve user experience and usability of thousands of companies and projects including Yelp, Twitter, VMware and Apache. • Added UI features to accommodate company preferences and enforce coding standards when reviewing code diffs.

▪ Developed and Implemented ServiceNow GRC Module: Key contributor in developing and deploying the ServiceNow GRC module, driving continuous improvements in IT governance, risk management, and compliance, resulting in enhanced regulatory adherence. ▪ Supported Risk Assessments and SOX Audits: Mitigated company risk by performing detailed risk assessments and supporting SOX compliance audits, enhancing regulatory adherence and strengthening internal controls.

First-Class Honors, Dean’s Honor Roll