Apr 2021 – Aug 2021 · 4 mos · Bengaluru, Karnataka, India

• Implementation of Customer Service management module for finance process
• Development of Service Portal for Customer Service management
• Determined areas for improvement and implemented processes to alleviate problems

Apr 2018 – Mar 2021 · 2 yrs 11 mos · Bengaluru, Karnataka, India

• Implemented CMDB and Asset Management process including migration of CIs and Assets from
• third party tool to ServiceNow
• Migration of Jira to ServiceNow using JSON extracts including attachments using power shell and
• web services
• Devised strategies to improve organization efficiency by developing Instance evaluation application
• and Integrating High Charts API to build custom reports on service portal
• Implemented custom application to drive finance process for client including Service portal and
• Rest APIs integration to bring location and User data
• Development of Now mobile and ServiceNow Agent apps including implementation of virtual agent
• with NLU
• Implementations of HRSD and also worked on POCs and effort estimation for Service portal, ITSM,
• HRSD
• Implementation of generic flow using flow designer to drive Service Request management making
• it reusable and easy to use
• Meetings with clients to determine project intent, requirements, budgets and supported clients
• with business analysis, documentation

Jan 2018 – Mar 2018 · 2 mos · Pune, Maharashtra, India

• Maintenance of On-Premise Solution of ServiceNow
• Designed, developed, and customized OOB processes of IT Service Request Fulfilment
• Interacted with business analysts and process managers to assess their requirements and converted
• them to technical user stories.
• Collaborated with Service Now Operations team to identify incidents and investigating performance
• issues.

Sep 2016 – Jan 2018 · 1 yr 4 mos · Mumbai Area, India

• Documentation for ITSM process and Conducting Workshops for client to explain ServiceNow
• functionality and processes.
• Requirement gathering and implementation of ITSM modules from scratch.
• Implementation of customized Major Incident Process including Incident assignment routing
• Creation of Knowledge Bases, development of Workflows, importing and publishing various
• knowledge articles
• Designing Service Portal Pages, customization of OOB widgets and scoped application development
• Provided ServiceNow admin training to clients.
• Merging and Movement of Update sets across environments
• Testing of Custom and OOB applications during Istanbul upgrade and fixing any defects caused by
• upgrade.

May 2014 – Sep 2016 · 2 yrs 4 mos · Mumbai Area, India

• Implemented Service Request Management processes and provided L3 support for whole Service
• Catalog Application
• Acted as Team Lead for Notification Team and collaborated with other teams to implement projects
• related to subscription and alert management
• Developed and implemented web service integration to communicate with third-party tool xMatters
• used for Alert management.
• Implementation of cost saving integration with Twilio for Incident Alert Management to replace
• xMatters system saving 30% licensing cost
• Implemented custom solutions for Email Subscriptions, Outage Management, and Event
• Management modules.
• Handled daily/weekly calls with client to gather requirements and provided effort estimation of
• Defects and stories.
• Maintained technical documentation and process maps on components, technical issues, and bug
• fixes found in production.
• UpdateSets Deployment across environments and worked on customization,
• defects/enhancements as per client requirements.

Jun 2012 – Jul 2012 · 1 mo · Dehra Dun Area, India