Ajay Kumar

Senior ServiceNow Developer with 7.7 years of overall IT experience, including 4 years of specialized expertise in ServiceNow development and administration. Skilled in implementing and customizing ITSM, HRSD, and CSM modules, with strong hands-on experience in incident, problem, and change management. Proficient in designing and optimizing workflows, Catalog items, client scripts, business rules, and UI policies to streamline enterprise processes.

Adept at integrating ServiceNow with external systems and delivering scalable, efficient solutions that enhance service delivery. Seeking to leverage technical expertise and leadership skills in a Senior ServiceNow Developer role to drive innovation and improve organizational outcomes.

ServiceNow Developer at WIPRO TECHNOLOGIES PVT.LTD (2020-08 – 2024-07)

• Implemented and customized ITSM modules (Incident, Problem, Change, Request, Service Catalog) to streamline service delivery and align with business needs.
• Designed and developed workflows, Catalog items, client scripts, business rules, and UI policies, enabling automation and efficient process execution.
• Configured and optimized CSM case management, portals, SLAs, and escalation mechanisms, improving customer support operations and satisfaction.
• Delivered HRSD solutions including HR case management, lifecycle events, onboarding/offboarding, and employee service portals to enhance employee experience.
• Built reports and dashboards across ITSM, CSM, and HRSD to monitor SLA compliance, performance metrics, and service efficiency.
• Collaborated in Agile teams with stakeholders to gather requirements, design solutions, and support deployments, ensuring scalable and stable ServiceNow implementations.

Data Analyst at BLACK KNIGHT FINANCIAL SERVICES PVT.LTD (2015-07 – 2019-07)

• Analysed and interpreted complex financial datasets to generate actionable insights supporting process optimization and decision-making.
• Designed, developed, and maintained dashboards and reports for real-time financial tracking and performance monitoring.
• Collaborated with cross-functional teams to streamline data collection, integration, and processing workflows.
• Ensured data accuracy and integrity through regular audits, validation checks, and implementation of quality measures.
• Automated data workflows and reporting processes, reducing manual effort and improving operational efficiency.

Master of Business Administration in MBA – Omega PG College, Hyderabad (2013-01 – 2015-12)

Bachelor of Science in Graduation – Avanthi Degree College, Hyderabad (2010-01 – 2013-12)