➤ Driving platform-level innovation and AI-powered ServiceNow solutions across HRSD, ITSM, and CSM use cases.

➤ Developed a Generative AI Assessment tool to evaluate 100+ system components for AI readiness, driving prioritization for AI transformation projects.

➤ Engineered the Agentic AI Optimizer Observability platform, improving prompt quality and increasing response reliability by 30%.

➤ Built precision metrics to measure prompt uniqueness and workflow accuracy, resulting in 25% boost in process efficiency.

➤ Integrated Virtual Agent with Gemini LLM to automate Knowledge Article drafting, slashing content creation time by 40%.

➤ Enabled automated incident resolution through real-time notifications and approval flows, boosting end-user satisfaction by 30%.

➤ Developed an AI-powered Virtual Agent integration with Gemini LLM to automate the creation, refinement, and management of Knowledge Articles (KAs), enabling consistent content generation and reducing knowledge publishing time.

➤ Leveraged multi-turn conversational AI to enhance Virtual Agent responsiveness and improve knowledge management efficiency across the organization.

➤ Integrated ServiceNow Incident Management with Virtual Agent to provide self-service capabilities for common IT issues, enhancing end-user experience and accelerating resolution time.

➤ Configured automated approval workflows and notification mechanisms for Knowledge Article publishing, ensuring governance and accelerating content lifecycle management.

➤ Designed and automated HR background checks, reducing turnaround time by 30%.

➤ Developed and maintained complex workflows, catalog items, and business logic across ITSM and HRSD.

➤ Implemented dashboards that supported data-driven decisions and reduced operational costs by 25%.

➤ Integrated ServiceNow with third-party APIs and leveraged AI tools to accelerate development time by 20%.

➤ Led agile sprints and scrum calls, enhancing team coordination and SLA performance.

➤ Participated in India's National Stock Exchange Data Science program, gaining practical experience in ML and business analytics.

➤ Built statistical models and dashboards using Python, R, Tableau, and SQL to generate decision-driving insights.

➤ Developed an open-source intelligence scraping tool, improving efficiency by 500% in marketing workflows.

➤ Implemented SEO strategies that improved site traffic by 34% and grew revenue by 22%.