Manish Udayasankar

IT professional with over 6 years of experience in ServiceNow and IT service management, focusing on HR service delivery and business process automation. Expertise in utilizing App Engine Studio, RESTful APIs, and UI Builder to optimize workflows and enhance operational efficiency. Strong background in server administration, Azure Active Directory, and LDAP protocols, with proven skills in managing business rule systems and software exception handling.

Dedicated to applying technical expertise to drive innovative solutions in IT service management.

Technical lead at Techearnest IT solution (2025-07 – Present)

• Led end-to-end implementation of an custom ServiceNow application enhancing process automation and user experience.
• Designed and developed reusable UI components and workflows to streamline business operations and improve system scalability.
• Spearheaded a major notification revamp project, optimizing alerting mechanisms for better user engagement and operational efficiency.
• Integrated advanced notification templates and logic, ensuring timely and relevant communication across multiple business units.
• Collaborated with cross-functional teams to gather requirements, define specifications, and deliver solutions aligned with enterprise standards.
• Implemented Workspace using UI builder and make configurations for business optimization.
• Conducted code reviews and ensuring adherence to best practices and high-quality deliverables.

ServiceNow Technical Lead at Dexian IT solutions (2024-01 – 2025-06)

Senior ServiceNow Developer at Dexian IT solutions (2023-03 – 2024-01)

• Designed and developed a custom Scoped Application using App Engine Studio, streamlining incident triage and resolution workflows for internal support teams.
• Built dynamic, user-friendly interfaces in UI Builder utilizing the Now Experience UI Framework, incorporating components like data visualizations, lists, forms, and related records.
• Created and configured Data Models, Record Producers, and Catalog Items to automate user requests and enhance self-service capabilities.
• Working as ITSM and HRSD, implementation specialist with expertise in implementation and enhancements in applications working as ITSM and HRSD implementation specialist with expertise in implementation and improvements in applications.
• Collaborated with stakeholders to iterate on interface designs and deployed enhancements through App Engine Management Center for performance tracking and governance.
• Lead production deployment to migrate the code between DEV → UAT → PROD and provided post production support.
• Responsible to fix P1 or P2 incident with defined SLAs to avoid service outages.
• Involved in testing on complex solution and guided team to build the solutions.
• Responsible for enhancements in application such as incident, problem, change, discovery, HR lifecycle and custom portal enhancements and meeting with stakeholders to explain the process to achieve their business requirement Configured many emails templates notifications with Event Registry.
• Implemented email inbound actions to process alerts as incidents Created many data sources, imports set, and transform maps.
• Responsible for data loads using Import Sets Created Workflow, UI Policies UI Actions, and Tables.
• Responsible for developing Business Rules, Workflows, Client scripts, Catalog Client scripts Developing Reports and dashboards.
• Responsible Catalog forms and respective workflows. Created Users, Groups, Roles, Notifications and SLAs.
• Configure portal and work on MID server installation and support.
• Troubleshoot integration and LDAP Sync issues.
• Hands-on experience in implementing HR Catalog, record producer, flow configurations, COE Configurations, User profile import, Enable COE, and lifecycle configurations.
• Experience in HRSD applications such as case management and knowledge management.
• Experience in creation of virtual agent topic blocks and publishing it, configuring live agent support If needed to the right group.

ServiceNow Technical Consultant at Avasoft PVT LTD (2019-12 – 2023-03)

• Discussion with Internal HR Team on Requirements Gathering and Technical Analysis.
• Understand the HR Scoped App OOB Modules post Tokyo upgrade.
• Created many HR Services as per the activities performed by the company.
• Participated in the GO LIVE- Production Deployment which occurred after every 1-2 months.
• Created and modified workflows to automate various customer workflows.
• Configured design and configured the integration based on best practices. Implemented custom actions using integration Hub action steps, Business rule and script include.
• Implemented Flow process to integrate the Incident application and implemented custom import set table to track the integration transaction.
• Implemented a custom retry mechanism to process the payload transaction during transaction failure up to 5 times till the transaction succeeded and after 5 transactions if the payload could not be processed then save the data static table to troubleshoot the issue in integrating the data to the target instance. Implemented error handling to track all the REST message transactions performed in the integration.
• ServiceNow Implementation Specialist with 3 years of ServiceNow experience and expertise in ITSM and HRSD Product Suites.
• Experience in business process automation by implementing and developing workflow solutions for customers using workflows.
• Dashboard for demands, project and ITIL process.
• Applying security roles.
• Worked on Event, Email Notification and Mail Script to send the notifications to the users.
• Implemented Incident, Problem, Change and Service Request Management.
• Date Validations using the ServiceNow best standards.
• Created Custom Notification and email scripts. Triggered via different ways.
• Modified the workflow for Change Management, SLA's
• UI Actions, Script Include, and BR Implementation
• Created custom workflow for Request Management
• Customize UI Pages for better user interface.
• Integration with third party tools like Azure, used Integration Hub.
• Integrated with VM tools, created custom dashboard for customer to view the details and ability to provided switch on and off from portal itself.

B.E in CSE – Rajalakshmi Engineering College (2016-07 – 2020-06)