Bilal Tamboli

Results-driven ITSM Platform Developer with over 4 years of experience in designing and implementing IT Service Management solutions using Freshservice and ManageEngine ServiceDesk Plus. Specialized in Incident, Change, Asset, Configuration, and Service Request Management, with a strong focus on workflow automation and platform customization. Proficient in JavaScript and REST API integrations, including SAP and Salesforce, to enhance operational efficiency.

Systems Engineer at Tata Consultancy Services (2021-12 – Present)

• Implemented ITSM processes (Incident, Change, Asset, CMDB, Service Request) for 1500+ users.
• Integrated Freshservice with SAP, Salesforce, and other tools via REST APIs to streamline data flow and enhance service delivery.
• Configured Freshservice for customer, managing full lifecycle from requirements gathering to deployment, ensuring alignment with client needs.
• Worked on all Freshservice modules and automation workflows using JavaScript.
• Acted as ITSM Lead during project transitions and onboarding.
• Built dashboards and reporting tools for operational insights.
• Generated SLA and performance reports, providing insights for continuous improvement initiatives.

BCS in Computer Science – Savitribai Phule Pune University

HSC – Maharashtra Board