Experience
2025 โ Now
2025 โ Now
San Francisco Bay Area
โข Led implementations across ITSM and CSM modules including Incident, Problem, Change, Case Management, and Service Catalog, improving service delivery efficiency and customer experience
โข Implemented Now Assist capabilities across ITSM and CSM including record summarization, knowledge generation, and automated resolution notes, improving agent productivity
โข Integrated Generative AI (GenAI) and LLM-driven capabilities within ServiceNow workflows to enable intelligent automation, contextual recommendations, and automated task execution
โข Designed and delivered AI Agent and Virtual Agent solutions integrated with GenAI and LLM capabilities for conversational routing, proactive deflection, and knowledge-driven automation
โข Designed and implemented agentic AI workflows and autonomous agents leveraging AI Agents and Flow Designer to orchestrate multi-step task execution across ITSM and CSM processes
โข Built and optimized Flow Designer automations, migrating legacy workflows to modern flow-based orchestration for scalable enterprise service delivery
โข Developed platform scripting solutions using Client Scripts, Script Includes, Business Rules, UI Policies, and Scheduled Jobs to support workflow automation and platform customization
โข Configured IntegrationHub, REST/SOAP APIs, import sets, and transform maps enabling seamless enterprise system integrations and data exchange
โข Enhanced Integration Hub spokes and scripted REST APIs enabling complex cross-platform integrations, including custom table handling
โข Built AI-powered dashboards using UI Builder to visualize operational insights, service performance, and knowledge-driven analytics
โข Managed platform security including ACLs, roles, and user criteria ensuring secure access and governance across domain-separated environments
โข Collaborated with cross-functional teams to translate business requirements into scalable ServiceNow solutions across ITSM and customer service workflows
2023 โ 2025
Chico, CA
โข Developed and maintained internal ServiceNow applications to automate IT workflows for the university IT department.
โข Designed Service Catalog items and forms used by students and faculty, reducing service request response times by 30%.
โข Integrated ServiceNow with campus systems using REST APIs, enabling seamless data exchange
โข Conducted regular compliance reviews to ensure ITSM module configurations met university policies.
2021 โ 2023
Pune District
โข Customized ITSM modules (Incident, Change, Request) and built an intuitive Service Portal to streamline employee interactions.
โข Implemented Flow Designer, Script Includes, and UI Policies to enhance automation and reduce ticket handling time adhering to ITIL
standards and improving efficiency.
โข Led ServiceNow integrations with third-party systems using REST APIs, JSON, and XML, ensuring smooth data exchange.
โข Built Power BI dashboards for SLA tracking, enabling real-time performance insights for leadership.
โข Configured Service Catalog items and automated request management workflows, increasing efficiency by 20%.
โข Performed unit testing and smoke testing on custom applications, ensuring functionality and stability before deployment.
โข Deployed Automated Test Framework (ATF) for critical workflows, reducing regression testing time by 60%.
โข Authored Knowledge Articles, reducing ticket volume by empowering end-users with self-service.
โข Installed and configured ServiceNow plugins to enhance platform capabilities and optimize performance.
โข Managed change deployments in ServiceNow, following best practices to ensure smooth transitions and minimal disruptions.
2020 โ 2021
2020 โ 2021
Mumbai
โข Administered ServiceNow, managing users, roles, ACLs, and groups to ensure secure access control.
โข Handled incident management, RITMs, and service tickets, ensuring SLA compliance and providing timely resolutions.
โข Performed Daily BAU (Business as Usual) activities, including system monitoring, troubleshooting, and assisting with
system configuration issues.
Education
California State University, Chico