Kusha S.

Senior Software Engineer

InfoBeans

Nov 2022 - Oct 2025 • 2 yrs 11 mos

Supported end-to-end migration from a legacy platform to ServiceNow for a platinum customer engagement valued at ~80M. Worked onsite with client teams to understand business problems, gather requirements, and recommend ServiceNow-based solutions. Converted client requirements into user stories, acceptance criteria, sprint tasks, and implementation plans across ITSM modules. Built a custom Walk-Up Bar delivering user specific data, streamlining request handling, cutting customer waiting time by 50%. Owned the Problem Management roadmap for 1 quarter, improving recurring incident visibility, RCA tracking, and problem lifecycle governance. Prepared and presented quarterly business outcome reports covering delivery progress, SLA trends, risks, adoption, and process improvements. Optimized Change Management by rationalizing customizations and reusing existing configurations, reducing unnecessary custom development by ~30% Built a custom application using ServiceNow App Engine Studio to support business-specific workflows. Delivered client demos and enablement sessions on self-service reporting, reducing dependency on the delivery team for routine report requests. Built multiple department-specific portals to support non-IT business functions and improve self-service adoption. Enabled visibility of unauthorized changes, strengthening change tracking, compliance monitoring, and overall change governance. Partnered with global stakeholders across regions to identify operational inefficiencies and define practical improvement plans. Mentored team members and ensured alignment between business objectives, technical delivery, and ServiceNow best practices.

Software Engineer

FIS

Jul 2021 - Jul 2022 • 1 yr

Collaborated with product, design, and engineering teams to shape customer-facing solutions, strengthening stakeholder confidence and improving product decision-making. Synthesized client and business requirements into actionable product features, enabling faster execution and better alignment with commercial objectives. Monitored existing designs for performance and security incidents matching to client needs and ensuring end-to-end experience over different platforms. Developed and presented UI prototypes and solution concepts, accelerating stakeholder approvals.

IT Analyst

Capgemini • Fulltime

Dec 2020 - Mar 2021 • 3 mos

Automated manual processes and improved data management efficiency through relevant tools, reducing operational overhead. Supported requirement workshops and UI/UX design initiatives, ensuring technology delivery aligned with business expectations.