Summary
Overview
Work History
Education
Skills
Personal Information
Certifications
Certification
Timeline
Generic

Shubhangi Gophane

Singapore

Summary

Experienced ServiceNow Tech Lead /Architect with over 12+ years of experience in the IT industry. Skilled in ServiceNow Platform Development, ServiceNow consulting / Management and delivery . Strong professional with a Bachelor of Engineering (BE) focused in Computer Science from University of Mumbai. Certified CSA, CAD , CIS - ITSM , CIS - CSM.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Servicenow Architect

KPMG Pte LTD
02.2024 - Current
  • Successful implementation and customization of ServiceNow ITSM (Incident, Problem, Change, Knowledge, and Service Catalog), ensuring alignment with business objectives and ITIL best practices.
  • Lead the technical delivery of projects based on the ServiceNow platform.
  • Define technical solutions (at an architectural and design level of detail)
  • Deliver compelling solution demonstrations across the ServiceNow platform.
  • Design and deliver technical integrations between ServiceNow, client IT and business services.
  • Set Up an integration of ServiceNow with Company's AI
  • A proven track record of delivering complex technology projects on the ServiceNow platform on time and on budget as a Solution Architect.
  • Managed security configurations, including user roles and access control, to maintain data privacy and integrity within the platform.
  • Developed Service Catalog items and workflows to streamline request fulfillment processes and improve user experience.
  • Designed, developed, and maintained Technical Interface Documents (TID) for seamless integrations between ServiceNow and external systems (e.g., ERP, monitoring tools, and databases), ensuring clear and accurate documentation for API, REST, and SOAP integrations.
  • Configuration and setup of MID Servers
  • Provided ongoing support and maintenance for ServiceNow GRC modules, troubleshooting issues, and performing updates to align with evolving risk management practices.
  • Conducted training sessions for end-users and administrators on newly implemented processes, ensuring that users could effectively adopt and follow best practices.

ServiceNow Tech Lead

Accenture
12.2021 - 02.2024
  • ServiceNow consulting / Management and delivery. experience in distinctive skill sets like IT Processes, Solution Design and Implementation, Participation in RFP’s, Consulting and Reengineering, Continuous Service Improvement encompassing Business Continuity, Deployment, Operational Activities, Troubleshooting and Support, Quality Management and Assurance.
  • Energetic and self-motivated team player / builder with strong Analytical, Interpersonal and Customer Management skills
  • Implemented UserLifeCycle Management
  • Implemented Integration with third party tool SAP SuccessFactors , Ansible
  • Efficiently handle ServiceNow team in terms of work allocation, task prioritization and project delivery
  • Assist development team on best practices and help build scalable and maintainable models.
  • Customizing Incident, Problem and Change management application as per client requirement, involved in setting up complete workflow and processes for Service Catalog , Request Fulfilment and Order Guides
  • Implementation of CSM Application for a customer which included activities configuration of csm workspace , portal , case management , sla's.


Sr ServiceNow Consultant

UBS Poland
11.2020 - 11.2021
  • Implemented efficient customizations depending on customer requirements in Incident Management, Problem Management,
  • Change Management
  • Design and build scoped applications
  • Service Catalog implementation with Dynamic workflows, automations using workflows and integrating with various tools
  • Implementation of Flow Designer
  • Experienced in integrating ServiceNow with multiple tools in secure and efficient way.
  • Working with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow and providing feasible solutions.

Sr ServiceNow Consultant

UBS India
02.2018 - 10.2020
  • Acted as Demand Manager and Analyst Programmer for Change Management Module. 
  • Involved in critical process such as Joiner, Mover and Leaver which was implemented as part of SRM.
  • Worked on different Integration which were involved in this process.
  • Involved in Gathering new requirements , providing feasible solutions. Worked on critical requirements of Change Management Module, such as clone functionality, ApprovalProcess etc.
  • Gathered requirement from stake holders for attributes needed to develop Service Catalog items.
  • Worked on Migration of Berlin Items to Jakarta.
  • Involved in upgrade from Helsinki to Jakarta and Jakarta to London
  • Defined Onboarding Process for NewJoiners intheTeam.

Senior ServiceNow Developer

LTI
04.2016 - 01.2018


  • Configured and used the Change Management Risk Assessment plugin Gathered requirement from stake holders for attributes needed to develop Service Catalog items
  • Implemented 2 type of change workflows, managed the change state using rollback activity
  • Created reports on change table as per business requirement
  • Currently working to develop new service catalog items and fix bugs in incident, problem and change management
  • Worked on Upgrade of ServiceNow from Eureka to Helsinki version which includes activities like creating benchmark, Test the important modules, Identify the new modules & features of interest, Create the needed

ServiceNow Consultant

Capgemini
11.2015 - 04.2016
  • Service Catalog implementation for around 50+ catalog items, which makes use of dynamic workflow
  • Worked on UI Actions, UI Policies, Business Rules, Client scripts, Script Includes, Access Control Lists
  • Creating Dashboards and Reports for IT Asset Management,
  • Software Asset Management
  • Creating notifications and alerts for Lease and Contracts expire
  • Worked on Upgrade

ServiceNow Developer

Atos India Pvt LTD
11.2012 - 10.2015
  • Use JavaScript to create Business Rules, Client Scripts, UIPolicies and UI Actions.
  • Create various workflows for Incident Management,ChangeManagement, Service
  • Implementation, Customization and Configurationof differentService Manager modules like Change, Request, ESS, ServiceDesk, Incident, Service Catalog, Problemand SLM.
  • Monitoring and troubleshooting windowbased Connect ITInterfaces. Customization included creation of page, screen,tab,Fields, buttons

Education

Intermediate -

Mumbai University, Ramnivas Ruia College, Vikas High School

Bachelor of Engineering - Computer Science University

Mumbai University, Terna EngineeringCollege

Skills

  • ServiceNow Development & Customization
  • IT Service Management (ITSM)
  • ServiceNow Scripting (JavaScript, GlideScript)
  • Workflow & Orchestration
  • Integration with third-party tools (REST, SOAP)
  • ITIL Process Design & Implementation
  • Agile Methodologies
  • Reporting & Dashboards (Performance Analytics)
  • ServiceNow Upgrades & Patching
  • Incident and Service Request Management
  • Training and Mentoring

Personal Information

Title: ServiceNow Architect

Certifications

Servicenow CSA

Servicenow CAD

Servicenow CIS- ITSM

Servicenow CIS - CSM

Certification

  • ServiceNow Certified System Administrator
  • ServiceNow Certified Application Developer
  • ServiceNow Certified Implementation Specialist - ITSM

Timeline

Servicenow Architect

KPMG Pte LTD
02.2024 - Current

ServiceNow Tech Lead

Accenture
12.2021 - 02.2024

Sr ServiceNow Consultant

UBS Poland
11.2020 - 11.2021

Sr ServiceNow Consultant

UBS India
02.2018 - 10.2020

Senior ServiceNow Developer

LTI
04.2016 - 01.2018

ServiceNow Consultant

Capgemini
11.2015 - 04.2016

ServiceNow Developer

Atos India Pvt LTD
11.2012 - 10.2015

Intermediate -

Mumbai University, Ramnivas Ruia College, Vikas High School

Bachelor of Engineering - Computer Science University

Mumbai University, Terna EngineeringCollege

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