Certified ServiceNow Implementation Specialist with 10 years of experience.

Responsibilities

• Partnered with stakeholders to identify AI opportunities and define scalable solutions using Now Assist, AI Agents, and Virtual Agent.
• Architected and configured Now Assist solutions aligned with business requirements, security, and enterprise architecture standards.
• Designed AI Agent solutions and conversational workflows, defining capabilities, orchestration logic, and integration points.
• Architected Virtual Agent experiences and AI-driven self-service solutions to automate processes and improve user experience.
• Designed integration architecture between AI experiences and backend workflows, including Catalog Items, Flow Designer, Business Rules, and Scripted APIs.
• Implemented bot-to-bot integration between the in-house chatbot and Now Assist.
• Defined conversational architecture, including prompts, topics, intents, and escalation flows.
• Led technical discussions with stakeholders and the team delivering AI-enabled projects.
• Tested, optimized, and governed AI solutions to ensure accuracy, reliability, and alignment with best practices.

Responsibilities

• Hands-on experience with ITSM PRO offerings, including Virtual Agent, Predictive Intelligence, and Employee Center.
• Expertise in end-to-end implementation of ServiceNow.
• Implemented Predictive Intelligence for ITSM and custom applications, improving ticket routing.
• Worked on third-party integrations: Salesforce, JIRA, Workday, Nexthink, Tangoe, and Okta.
• Collaborated with Incident and Change Management teams to improve user experience and processes.
• Streamlined Agile methodologies and introduced peer review functionality to minimize defects.
• Managed version upgrades, cloning activities, and production rollouts.
• Built custom applications in App Engine Studio and custom topics in Virtual Agent.
• Worked on mobile applications to create and modify screens.
• Currently implementing Software Asset Management PRO.
• Managed team onboarding and acted as Technical SME for estimation and story reviews.

Responsibilities

• Led implementation lifecycle activities: requirements, demos, design workshops, development, testing, UAT, training, hyper-care, and BAU handover.
• Delivered end-to-end ServiceNow implementations in dedicated and domain-separated MSP environments.
• Led team of developers and managed day-to-day activities.
• Developed a utility to clear backlog of 11,000+ customer feedback tickets.
• Worked on integrations with Lucy, BMC Remedy, Qualys CMDB sync, Azure AD, SAP, SolarWinds, and SCCM.
• Implemented ITOM and Service Mapping using Azure cloud resources.
• Implemented Demand Management end to end and enhanced ITSM modules.
• Automated standard Change creation and closure.
• Migrated 500+ service requests to User Criteria from entitlement scripts.
• Built a utility to streamline operating model by converting issue to work request.
• Worked on multiple POCs, feasibility checks, upgrades, cloning, and production rollouts.

Responsibilities

• Worked in development and maintenance of multi-domain environments with 30+ clients using Agile methodologies.
• Participated in story development, grooming calls, enhancements, and defect fixes.
• Created scripted REST APIs for ITSM request, incident, change, and problem modules.
• Designed Service Portal experiences with client-specific themes.
• Configured ServiceNow Agent Mobile and Virtual Agent to check and update tickets.
• Created client-specific surveys and trigger conditions.
• Implemented Flow Designer automation and converted 300+ service requests.
• Created archiving rules for high-volume tables.
• Worked on upgrades, cloning, and post-upgrade defect fixes.
• Created UI Builder pages for P1 incident ad hoc SMS and device updates.
• Integrated with Bitly to shorten ServiceNow URLs.

Responsibilities

• Developed Service Catalogs, Record Producers, and workflows.
• Configured ServiceNow modules including Service Requests, Incident, Change, Problem, and Configuration Items.
• Handled ServiceNow issues and ticket resolution.
• Created email notifications and inbound actions to automate ticket creation.
• Defined and implemented SLAs and related notifications.
• Configured forms, views, ACLs, and client/server-side components.
• Supported weekly production rollouts.

• 2013 - 2016: Master's in Computer Applications, Guru Gobind Singh Indraprastha University
• 2010 - 2013: Bachelor's in Computer Applications, Guru Gobind Singh Indraprastha University
• 2010: 12th, BBPS, CBSE Board
• 2008: 10th, BBPS, CBSE Board