Aditi Kalta

BHP

• I have worked as a team lead for the Service Request module transition from Oz Minerals to BHP. I led a team of four ServiceNow developers and successfully met deliverables, adhering to the timelines.
• The project work entailed attending workshops to understand two different environments, providing technical analysis for catalog items, solution design for new catalog items, and also modifying the already existing ones.
• Discussing the roadmap with stakeholders, driving showcases regarding solutions, and running weekly progress update sessions.
• It also included sprint planning, the requirements for development, as per team capacity.

Glencore:

• I have worked in silos as an SME for Glencore and did end-to-end ITSM implementation from requirement gathering, to development, to successful deliverables.
• I have worked on complex service catalogs using flow designers, custom email notifications, and the incident module.
• I was also part of the instance upgrade to the Washington release.
• I have also delivered demo sessions for the Agile Development module to the client.

NBN:

• I have worked as a Senior ServiceNow developer for the NBN enhancement team on the Field Service Management module.
• The NBN environment was heavily customized and integrated. I extensively worked on technical analysis, and the development of new enhancements and features.
• Client showcases, defect handling, and maintaining the defects RCA report for monthly production deployment.

RIO TINTO:

• I have worked as a Senior ServiceNow developer on two projects with Rio Tinto. The first one was an end-to-end ITSM implementation.
• I have extensive experience in implementing and developing applications such as incident, problem, and change management modules, using workflows, medium to complex service catalog requests, email notifications, and configuring SLAs.
• The second project was updating their legacy platform, RTTMS, which was not aligned with ServiceNow best practices; hence, it was outdated and needed enhancements.
• It was a heavily customized environment. The scope of work entailed technical analysis, demand estimation, and development work modifying complex Service Catalog requests on a legacy platform, and further providing KT sessions to concerned teams.

Optus:

• Created a record producer for the Ideation module for the Optus internal team to submit new ideas. This was achieved by using UI policies, ACLs, and scripting.
• Developed around 80 service catalogs, and few of them leveraging multi-row variable set functionality for Optus Nucleus.
• Created comprehensive documentation to support project implementation.
• Executed enhancements, live sessions, to improve functionality.

TELUS:

• I was part of the designing and technical solution team for TELUS Knowledge Management structure; it was a transition of their knowledge repository from a Word document repository to ServiceNow Knowledge Management.
• This included various technical demo sessions of the Knowledge Management module, creating KB bases, KB articles, KB approval workflows, and validations, as per the requirements.
• Facilitated uploading of knowledge articles from Word documents for user accessibility.
• Provided KT sessions to the team.
• Configured LDAP and SSO integrations to enhance system security.

Covanta:

• Implemented and developed applications like incident management, problem management, and change management. Developed Service Catalog Requests.
• Configured SLAs for incidents, changes, and service requests. Created workflows for service requests and change management.
• I worked on reports and email notifications using mail scripts.
• Hands-on with ServiceNow scripts, like Business Rules, Client Script, Security Access Controls, Script Includes, UI Actions, and UI Policy.
• Worked on data loading for a large chunk of records using import sets and transform maps.
• Worked on issue handling, bug fixes, and hi tickets across various ServiceNow applications like Incident, Change, Problem, Email Notifications, Workflows, Service Catalog, and Content Management.
• Gave end-to-end knowledge transfer for incident, problem, and change management, along with the service requests to the steady state team.

Rogers:

• Worked as part of the Rogers BAU upgrade team from Jakarta to Kingston release.
• Worked on the development and testing of new requirements.

CFSC:

• Daily system check on all the mid-servers and integrations, like LDAP and SSO.
• Follow the change cycle to move the enhancements from the test environment to production.
• I worked more on configurations and enhancements for service requests and incidents.
• Worked on the requirements for assigning users to the groups.

FedEx:

• Daily system check on all the mid-servers and integrations, like LDAP and SSO.
• Work on tickets regarding ServiceNow user administration, such as group access, role verification, VIP access, lockout issues, and deactivating the user account.
• Worked on moving the enhancements from the test environment to the production environment using update sets.