Senior Package Implementation Specialist - LTM - Hyderabad, India
(2025-12)
- Configured Legal Service Delivery Management (LSDM) modules including Legal Requests and Legal Matter Management, enabling business users to submit legal service requests through the ServiceNow portal.
- Designed and customized legal request forms and catalog items, including field configurations, UI policies, client scripts, and validations to streamline request submission and improve user experience
- Implemented legal matter lifecycle workflows, including request intake, review, approval processes, and matter creations
- Configured approval workflows for legal matters and requests, ensuring appropriate legal stakeholders review and approve requests based on request type and business rules.
- Developed and supported integration with NAVEX, enabling automatic creation and updates of legal records between external compliance systems and ServiceNow.
- Troubleshot and resolved API integration failures, including debugging REST API calls, analyzing logs, and ensuring successful data synchronization between ServiceNow and external systems.
Technical Architect - Capgemini - Hyderabad, India
(2024-11)
- Designed and configured Employee Service Center (ESC) portal for IT, HR, Procurement etc. ensuring unified Employee experience.
- Developed and customized widget to modifying layouts, and implementing dynamic redirection logic across portal pages.
- Configured topics, subtopics, banners, carousels and news widgets to aligning the portal design with the corporate branding standards.
- Implemented and customized catalog items and record producers for HR cases to automating workflows and integrating approvals for various business processes.
- Implemented HRSD catalog items & record producers, automating HR case creation & approvals
- Streamlined HR workflows by configuring case templates, COE based routing and SLAs
- Extended CMDB configurations by creating and managing relationships across DNS Zone, Subnet, and Cloud tables, ensuring data integrity and traceability.
- Actively participated in Scrum ceremonies including daily stand-ups, sprint planning, retrospectives, and backlog grooming sessions.
- Collaborated with product owners, developers, testers, and business analysts to define sprint goals and prioritize ServiceNow stories.
Technical Team Lead - Wipro - Hyderabad, India
(2023-01 - 2024-11)
- Implemented and customized Customer Service Management (CSM) workspace, including application menus, CSM interaction forms, and case configuration to streamline agent productivity.
- Designed and configured case forms, case task types, and work order task flows to align with customer service processes and SLA requirements.
- Delivered ITSM module enhancements, integrating case management workflows with SAP processes for unified service operations.
- Developed automation flows using Flow Designer and custom actions, enabling quick discovery and execution of catalog-based automation requests.
- Utilized Fix Scripts and custom Flow Designer logic to optimize repetitive operational tasks and reduce manual intervention.
- Actively participated in requirement analysis, testing, and deployment cycles
- Designed and implemented custom and interactive dashboards for Incident, Case, and Task management using Reporting frameworks.
- Streamlined foundational data management including Company, Location, Assignment Group, and User setup for accurate reporting and workflow assignments.
- Built KPI and SLA dashboards for leadership visibility into service performance and backlog health.
- Collaborated with ServiceNow teams to perform cloning, instance comparison, and upgrade conflict resolution using the Upgrade Monitor and Compare XML tools.
- Created upgrade readiness checklists and UAT test cases, ensuring minimal downtime and smooth migration between environments.
Infra Dev Specialist - Cognizant Technologies - Hyderabad, India
(2020-08 - 2023-01)
- Designed and developed a custom ServiceNow application for Transition Request Management, enabling seamless automation and tracking of transition-related workflows.
- Created & configured record producers, custom tables, and end-to-end automation to generate 30+ child activities automatically upon request submission.
- Implemented Flow Designer and Business Rule automation to orchestrate dependent task creation, assignment, and status tracking across multiple teams.
- Enhanced existing ITSM processes by implementing form customizations, UI actions, and automation logic to improve efficiency and accuracy.
- Developed and maintained Client Scripts, UI Policies, and UI Actions to drive dynamic form behavior and improve user experience across multiple modules.
- Designed and implemented Business Rules (before, after, async) to enforce data integrity, automate workflows, and optimize back-end logic.
- Authored Script Includes (class and classless) to encapsulate reusable logic, support Glide Ajax calls, and enable modular scripting across the platform.
- Implemented fine tuned Event management to automatically create, correlate and resolve incidents from monitoring tools.
- Configured alert rules, correlation definitions and CI based assignment logic for accurate event triage.
- Configured Discovery schedules, probes and sensors to maintain accurate CI data across multiple data centers.
- Conducted Data reconciliation and normalization using identification and Reconciliation Engine (IRE).
- Defined CI class managers and managed CMDB access through ACLs.
Senior Software Engineer - Tirzan Holdings Private Limited - Hyderabad, India
(2019-07 - 2020-08)
- Developed REST integrations using both Scripted REST APIs and standard REST Message records to interface with external database management systems using OAuth 2.0 authentication
- Implemented Orchestration using PowerShell activities to automate administrative tasks and data collection.
- Configured and managed Mid server setup, validation and connectivity for secure communication
- Authored and executed Fix Scripts to perform bulk updates on Knowledge Articles, automating the replacement of article content while maintaining version control.
- Enhanced KB workflows to support efficient content maintenance & improve article accuracy for end users.
- Configured and applied Access Control Lists (ACLs) for table-, record-, and field-level security, ensuring controlled access to sensitive data.
- Implemented Reference Qualifiers to filter reference fields based on context and user roles.
Associate Consultant - Unisys India Private Ltd - Bengaluru, India
(2017-06 - 2019-07)
- Implemented LDAP integration from scratch to synchronize user and group data into ServiceNow, ensuring secure and automated identity management.
- Configured and validated Service Level Agreements (SLAs) and designed and deployed custom notifications, across Incident, Change, and Problem modules to ensure timely service delivery and compliance.
- Created and managed multiple catalog items, workflows, and approvals and defined User for Item visibility rules to implement granular access control and tailored service delivery.
- Delivered form-level customizations, including UI policies, client scripts, and business rules, script includes to enhance usability and enforce process automation in Incident, Change, and Problem modules
- Created and managed Import Sets and Transform Maps to automate data loading from external sources into ServiceNow, ensuring accuracy through coalesce and mapping strategies.
- Utilized on Before/after transform scripts for data validation and transformation during import processes.
- Designed and optimized data migration scripts and Fix Scripts to perform bulk updates, cleansing, and system maintenance activities.
Software Engineer - Cyient Ltd - Hyderabad, India
(2014-04 - 2017-06)
- Served as a BMC Remedy Administrator responsible for configuration, maintenance, and support of Remedy versions 7.3 to 7.8.1.
- Managed Incident and Request Management modules, performing system configuration, workflow setup, and routine administrative activities.
- Configured and maintained forms, filters, active links, and escalation rules to automate key ITSM processes and improve system performance.
- Conducted routine health checks, data validation, and performance monitoring, ensuring platform stability and data integrity.
