SHARMILI PALANIAPPAN
Technology Consultant
Singapore
Summary
Dynamic ServiceNow Developer with 6 years of extensive experience specializing in Now Assist, Agentic AI, HRSD, ITSM, PSDS and SPM implementations. Proven ability to enhance user experience through innovative solutions and automation. Strong leadership and problem-solving skills, successfully integrating complex systems and improving operational efficiency across diverse teams.
Overview
6
6
years of professional experience
4
4
Mainline Certifications
4
4
Suite Credentials
10
10
Micro Certifications
5
5
Accreditations
Work History
Technology Consultant
Simplifynext
Singapore
04.2026 - Current
- Implemented a Feedback case management solution leveraging ServiceNow Public Sector Digital Services (PSDS+) and Customer Service Management (CSM) to streamline citizen feedback lifecycles.
- Configured and deployed Service Request Playbooks to guide agents through standardized, step-by-step case resolution workflows and ensure compliance with governance standards.
- Implemented ServiceNow AI Agents to automate end-to-end case creation, utilizing generative capabilities to intelligently parse incoming communications and pre-populate case form fields.
- Engineered intelligent data-extraction pipelines with Now Assist Document Intelligence, automatically triggering skill-based OCR and data extraction from PDF attachments to populate missing case details when input data is incomplete.
- Developed robust Inbound REST API integrations to process inbound emails, automate structured record creation, and eliminate manual intake overhead.
ServiceNow Lead & Developer
Tata Consultancy Services
10.2020 - 03.2026
- Platform Implementation & Architecture: Delivered out-of-the-box (OOTB) and custom solutions across ITSM, HRSD, and SPM, translating complex business needs into scalable technical specifications.
- Team Leadership & Delivery: Led cross-functional developer teams (up to 11 engineers) across full-lifecycle deployments, enforcing ServiceNow best practices, code quality, and delivery timelines.
- ITSM & SPM Engineering: Configured core ITSM modules (Incident, Problem, Change, Release, and Knowledge Management) alongside custom Idea and Demand Management workflows in SPM utilizing Flow Designer.
- Service Portal & Mobile Solutions: Deployed a global Employee Center portal localized in 9 languages, streamlined the UI/UX, and configured the ServiceNow Now Mobile app for unified task and request management.
- Integrations & Virtual Agent: Configured Virtual Agent and Live Agent support, integrated the platform with Microsoft Teams, and built bidirectional REST API and email integrations with external enterprise systems.
- HRSD & Document Compliance: Implemented HR Agent Workspace, Employee Relations Case Management (including custom transfer logic), and Employee Document Management with automated retention, audit, and purge policies.
- Platform Maintenance & Analytics: Monitored integrations, deployed version upgrades and patches, automated core processes via Flow Designer, and built operational dashboards and data visualizations for stakeholders.
Education
Bachelor of Engineering - Computer Science
05.2020
Skills
AI Agent and Now Assist
ServiceNow HRSD Implementation
ServiceNow ITSM Implementation
ServiceNow Administration
ServiceNow Scripting
Leadership
Problem solving
Team collaboration
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification
Human Resources Service Delivery (HRSD) Professional Suite
Languages
English
Advanced (C1)
Tamil
Advanced (C1)
Timeline
Technology Consultant - Simplifynext
04.2026 - Current
ServiceNow Lead & Developer - Tata Consultancy Services
10.2020 - 03.2026
Dr. Mahalingam College of Engineering - Bachelor of Engineering, Computer Science