• Designed and implemented custom solutions across ITSM modules (Incident, Change, Problem, Request), boosting workflow efficiency by 30%.

• Developed and maintained Script Includes, Business Rules, REST APIs, and Scheduled Jobs to support complex integrations and backend logic.

• Built and enhanced multiple Service Catalog items with multi-step workflows and approval chains using Flow Designer and Subflows.

• Conducted regular compliance reviews to ensure ITSM module configurations met university policies.

• Integrated external systems with ServiceNow via REST/SOAP APIs, increasing data sync reliability by 40%.

• Created dynamic dashboards and performance analytics to monitor ticket volume, SLA adherence, and agent productivity

• Collaborated with cross-functional teams to implement UI Policies, Data Policies, and ACLs, enhancing data security and form behavior.

• Led UAT sessions and defect triage meetings during sprint cycles, achieving 95% first-pass success rate on production releases

• Managed and configured core ITSM modules including Incident, Problem, Change, and Request Management to align with ITIL best practices.

• Managed user, group, roles, ACLs, and automated onboarding using Flow Designer.

• Maintained and monitored Service Catalog items, RITMs, and workflows.

• Created and maintained UI Policies, Business Rules, Client Scripts, to enforce data integrity and improve UX.

• Participated in regular instance health checks, across development, test, and production environments.

• Generated customized reports and dashboards for department heads, improving visibility into SLA compliance and ticket backlog metrics.

• Designed and developed software applications on low-code/no code platform (nslhub) for customers across various industries( Tech industry, Law enforcement industry, Healthcare industry).

• Developed key functions such as KPI metrics measurement, dashboard generation and overall report creation in the format compliant with regulatory requirements and Good Manufacturing Practices (GMP) rules.

• Benchmarked competitive UX/UI solutions to understand the status-quo and set internal targets and strategy for intuitive UX/UI platform development.

• Spearheaded multiple diverse B2B and B2C projects, employing agile methodologies and innovative no-code solutions to digitalize business processes at a remarkable pace.

• Collaborated seamlessly across an 850+ leader organization, engaging with stakeholders from engineering, UI/UX, and testing teams to ensure holistic project success.

• Innovatively promoted no-code development, transforming business flows 10 times faster while delivering professional services.

• Reduced product backlog by 83% in 2.5 months through agile project management and JIRA workflows.

• Built KPI tracking, dashboard, and GMP-compliant reporting modules for regulated environments