Ricoh USA & Global — Exton, Pennsylvania
June 2025 – Present
- Led AMS team of 4–5 members, achieving 40% enhancements and 60% BAU support across RICOH USA and Global multi-instance environments.
- Facilitated CVS & KPCR integrations and enhanced L3 support processes through effective incident & release management.
- Executed stand-ups, KPI reviews and mentorship programs for engineers to foster professional development.
- Provided subject matter expertise in leadership meetings to discuss opportunities, challenges, and platform strategy.
- Designed, developed, and maintained ServiceNow workflows to automate and digitize manual business processes.
- Supported ServiceNow upgrades, patching, testing, and deployment using Update Sets / source control.
- Created and optimized reports and dashboards; responded to technical, configuration, and platform-related queries.
- Customized ServiceNow configurations including workflows, custom scripts, and orchestration activities.
Citibank Client
January 2019 – May 2025
- Architected unified portal for Non-Employee Onboarding, Transitional Transfer, and Profile Maintenance before Fieldglass integration.
- Developed 20+ catalog items with comprehensive case records and full state model: New → In Progress → Awaiting Info → Data Quality Review → Resolved → Closed.
- Created custom email ingestion engine managing ~70% of case creation; refactored logic to reduce failures by 60% and enhance latency.
- Designed parameterized MID Server notification templates for multi-recipient routing with reusable patterns.
- Implemented child-parent case architecture for bulk profile maintenance; automated Fieldglass updates via REST & MID Server.
- Executed portal-side attachment validation with single-file enforcement, naming rules, and responsive UI delivery.
- Delivered EWCC Re-Organization module allowing manager submissions with approve/resubmit paths and audit-ready trails.
- Integrated Microsoft Teams for real-time notifications and approvals; synchronized identity with SailPoint.
- Performed unit testing, system testing, and coordinated UAT with stakeholders.
ServiceNow Developer / Enhancements Lead
Wipro Ltd — Citibank Client
January 2019 – May 2025
- Enhanced global Service Portal with banner widgets, image-link tiles, and localization support.
- Developed 10 record producers with client-side auto-population and context-aware defaults.
- Configured 20+ notifications for various case stages aligned to state model transitions.
- Implemented regional email routing using MID Server, segregating internal/external mailboxes by geography.
- Rolled out features in 70+ countries through phased releases; coordinated language pack and mailbox mappings.
- Provided technical coaching and code review oversight to junior developers.
- Collaborated with Business Analysts and platform architects to translate requirements into technical specifications.
Senior ServiceNow Developer
Wipro Ltd — Citibank Client
January 2021 – January 2022
- Consolidated 5 reimbursement processes into a single scalable framework; trained team on platform best practices.
- Engineered 6 custom tables with scheduled archival, cleanup, and optimized indexing.
- Implemented AutoWatch monitor to track 100k–200k records per cycle ensuring reliable ingestion.
- Enforced CSIS compliance through mandatory data validation and exception governance.
- Automated SLAs and notifications across approval stages to enhance cycle time and visibility.
ServiceNow Developer
Wipro Ltd — Citibank Client
June 2019 – December 2021
- Built a file-based alert ingestion pipeline receiving invoice data from EAP/BAW enterprise systems via MID Server.
- Automated file monitoring and renaming using AutoWatch and AutoSys with timestamped audit trails.
- Implemented configurable duplicate classifications (Not Duplicate, Possible Duplicate, Prevented Duplicate) with UI logic.
- Automated case creation and routing from alert actions; codified state transitions and escalations.
- Established six-month archival process; delivered audit dashboards for Finance operations.
- Configured record producers for outsourcing request types with Business Unit and Manager approval flows.
- Documented process flows, transitions, and SLA milestones to support integration setup.