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MENKA ARORA

PROFILE SUMMARY

Senior ServiceNow Developer With 11+ years of experiencen in IT, specializing in HR Service Delivery with ServiceNow. Certified HR Implementation Specialist adept in leading teams, ensuring quality project delivery.

PROFESSIONAL EXPERIENCE

Lead ServiceNow Developer

Expedia Group | Aug  2017- Present
  1. Spearheaded the optimization of HR processes at Expedia Group by implementing ServiceNow solutions, particularly focusing on HR Service Delivery (HRSD).
  2. Designed scalable and robust solutions for HR processes, with a specific emphasis on automating onboarding and offboarding processes.
  3. Established custom case management systems within ServiceNow to streamline HR operations and enhance efficiency.
  4. Demonstrated proficiency in integrating ServiceNow with third-party applications such as Workday, AWS, Qualtrics, and Envoy to enable seamless data flow and improve user experiences.
  5. Provided technical guidance and leadership to team members involved in the implementation and support of ServiceNow solutions.
  6. Conducted training sessions to facilitate skill development among team members and ensure effective utilization of ServiceNow capabilities.
  7. Followed Agile methodologies to ensure agile project implementation, enabling quick adaptations to changing business needs and priorities.
  8. Aligned project implementations with strategic business objectives to deliver tangible business benefits and value to Expedia Group.

Senior ServiceNow Consultant

Accenture Services Private Ltd | Apr  2015- Apr 2017
  1. Led teams in the implementation of ServiceNow IT Service Management (ITSM) modules, focusing on translating business requirements into functional specifications.
  2. Customized ServiceNow modules and integrated third-party applications such as Altiris to enhance IT service delivery.
  3. Managed instance cloning and platform upgrades to ensure optimal performance and stability of ServiceNow environments.
  4. Built custom applications tailored to specific business needs, enhancing overall operational efficiency.
  5. Fostered team growth through knowledge sharing and mentorship, empowering team members to tackle complex challenges effectively.
  6. Delivered tangible improvements in IT service delivery efficiency and effectiveness through strategic implementations.
  7. Cultivated a high-performing team capable of adapting to changing business demands with confidence and agility.

System Engineer

TCS | Jan  2013- Jan 2015
  1. Orchestrated the setup, customization, and ongoing support of IT Service Management (ITSM) via ServiceNow, focusing on Incident, Change, and Knowledge Management modules.
  2. Crafted a comprehensive ITSM framework from initial analysis through continuous improvement phases to ensure alignment with evolving business needs.
  3. Utilized ServiceNow's tools to optimize workflows, access controls, user interfaces, and integrations, aiming for enhanced operational efficiency.
  4. Iteratively refined the ITSM framework based on user feedback and performance metrics, maintaining agility to address emerging challenges.
  5. Leveraged ServiceNow's full suite of tools to improve communication and coordination across the IT landscape, facilitating seamless integration between various IT processes and stakeholders.
  6. Implemented SLAs (Service Level Agreements), OLAs (Operational Level Agreements), and Service Requests within the ServiceNow platform to streamline service delivery.
  7. Ensured compliance with ITSM best practices and standards, enhancing service quality and customer satisfaction.
  8. Supported continuous improvement initiatives by identifying and implementing process enhancements and automation within ServiceNow.
  9. Provided ongoing training and support to users, enabling them to effectively utilize ServiceNow's functionalities for IT service management.
"Menka - Senior ServiceNow Developer with 11 years of experience in HR Service Delivery

MENKA ARORA

Senior ServiceNow Developer

Experience: 11 Years

TECHNICAL SKILLS

ServiceNow HRSD ITSM ITIL Rest Integration Workday SOAP REST API

EDUCATION

Bachelors of Technology (Computer Science) - 2012

CERTIFICATIONS

  • ServiceNow HR Implementation Specialist
  • ServiceNow Admin Certified
  • ITIL Foundation Certified