Abhilash Sharma

ServiceNow Certified System Administrator with 3+ years of overall professional experience in ServiceNow development, support, and administration. My experience includes working extensively on ITSM modules such as Incident, Problem, Change, CMDB, Service Catalog, along with hands-on experience in Business Rules, Client Scripts, UI Policies, Transform Maps, Glide APIs, REST and overall platform troubleshooting. And bit exposure in ITOM/ITAM/HRSD modules as well as.

ServiceNow Developer at SKILLMINE TECHNOLOGY CONSULTING PVT. LTD. (2022-11 – 2025-06)

• Delivered ServiceNow platform development and enhancements by designing and implementing Business Rules, Script Includes, Client Scripts, UI Policies, UI Actions, Catalog Items, Workflows, Flow Designer flows, and Transform Maps.
• Implemented enhancements including form and flow changes, configuration updates, data fixes, and automation using Flow Designer to improve operational efficiency.
• Worked on service catalog enhancements, approvals, notifications, and request fulfillment workflows.
• Developed and consumed REST integrations (inbound and outbound REST messages) to integrate ServiceNow with external systems.

ServiceNow Administrator & Shift Lead at SKILLMINE TECHNOLOGY CONSULTING PVT. LTD. (2022-06 – 2022-11)

• Supervised L2/L3 operations and shift activities, ensuring smooth platform functioning.
• Implemented enhancements including form/flow changes, UI Actions, data fixes, integrations, and automation using Flow Designer.
• Handled UI Policies, scripts, import/transform logic, and platform-related queries.
• Provided day-to-day support, troubleshooting, and implemented small fixes / enhancements.
• Provided technical guidance to team members and improved operational KPIs.
• Led a 16-member ServiceNow support team ensuring SLA adherence and operational efficiency.
• Coordinated with cross-functional teams for requirement gathering and solution delivery.

Marketing Manager at Suman Chemicals (2020-10 – 2022-01)

• Oversaw production shift operations ensuring safety, quality, and operational compliance.
• Used reporting and analytics to identify process gaps, improving productivity and minimizing downtime.

Internship (Finishing Department) at Suman Chemicals (2019-10 – 2020-09)

• Worked as an intern in the Finishing Department, assisting in production operations, machine maintenance, and shop floor coordination activities.

Customer Care Executive at Teleperformance (TP) (2018-08 – 2018-12)

• Delivered customer service support ensuring customer satisfaction and timely issue resolution.

Bachelor's Degree in B.TECH – Govt. Engg. College, Jhalawar (2019)