SHITAL PATIL
@shitalpatil
ServiceNow Developer specializing in ITSM and HRSD automation and reporting.
IndiaWhat I'm looking for
I am a ServiceNow Developer with strong expertise in ITSM and HRSD processes, focused on designing, configuring, and implementing solutions that streamline IT operations and improve service delivery.
I have hands-on experience developing custom applications, workflows, client/server-side scripting, and integrations to meet business needs, including implementing end-to-end HRSD features such as Case Management, HR Service Portal, Lifecycle Events, and Employee Document Management.
In my current role I designed interactive ServiceNow reports and dashboards to track KPIs, SLAs, and operational metrics, logged and tracked 100+ tickets weekly, and collaborated with cross-functional teams to reduce repeat incidents by 15% while improving first-call resolution by 10%.
I pair technical skills in Python, SQL, and BI tools with practical ITSM domain knowledge to deliver measurable operational improvements and mentor junior colleagues, and I hold data science and Tableau certifications to strengthen my analytics capabilities.
Experience
Work history, roles, and key accomplishments
ServiceNow Developer
TCS
Mar 2019 - Aug 2025 (6 years 5 months)
Designed, configured, and implemented ServiceNow ITSM and HRSD solutions for AkzoNobel Netherlands, improving ticket lifecycle management and reducing repeat incidents by 15%. Built interactive dashboards and automated workflows, logging 100+ tickets weekly and improving first-call resolution by 10%.
Senior Associate
TCS
Apr 2017 - Mar 2019 (1 year 11 months)
Provided technical support and training on ADM US IT projects and internal applications, gathered requirements and delivered customized features while supporting data collection initiatives for decision-making tools.
ZTHandled insurance and loan processing tasks, reviewed and trained junior associates to improve accuracy and retention through effective problem resolution and process improvements.
Education
Degrees, certifications, and relevant coursework
Pune University
Post Graduation Diploma, Computer Applications
Post Graduation Diploma in Computer Application completed at Pune University in 2009.
SUShivaji University
Bachelor of Science, Chemistry
2005 - 2008
Bachelor of Science in Chemistry from Shivaji University, completed between 2005 and 2008.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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