Rahil Gouse G

ServiceNow Developer with 5 years' experience in ITSM, ITOM and CMDB, seeking to apply strong platform development and integration skills (Flow Designer, Glide APIs, REST/SOAP, IntegrationHub, MID Server) to deliver scalable and ITIL-aligned solutions. Excueted production deployments, Discovery, Service Mapping, and lifecycle processes and scalable implementations aligned with ITIL-based processes.

SW/App/Cloud Analyst - Accenture - Bengaluru

(2025-06)

• Designed, developed, administered and maintained the ServiceNow platform, including user management, roles, groups, and access control lists (ACLs) to ensure data security and compliance.
• Configured and managed ITSM modules including Incident Management, Problem Management, Change Management, and Service Catalogue to align with ITIL best practices.
• Configured CMDB (Configuration Management Database), managed CIs, and maintained relationships to support asset and change impact analysis.
• Worked on import sets, transform maps, and data migrations to onboard and cleanse data from external systems.
• Configured email notifications, inbound actions, and event-based automation to streamline communication and reduce manual effort.
• Built client-side logic using Client Scripts, UI Policies, UI Actions, and UI Pages to enhance user experience and enforce business logic.
• Collaborated with L2/L3 platform support, troubleshooting issues related to tasks, workflows, forms, and integrations.
• Collaborated with cross-functional teams to gather requirements, document configurations, and maintain platform governance standards.

Technical Solution Specialist - Infosys - Bengaluru

(2023-12 - 2025-06)

• Managed and maintained SLAs, OLAs, escalation rules, and notification policies to ensure timely ticket resolution and service delivery.
• Designed, developed, and customised solutions on the ServiceNow platform.
• Developed custom tables, extended core tables, and defined dictionary entries, relationships, and field-level security to support complex data models.
• Translated business requirements into scalable, reusable technical solutions following ITIL best practices and ServiceNow development standards.
• Used Update Sets for version control and code migration across instances.
• Created and configured automated workflows using Flow Designer and legacy Workflow to automate ITSM processes and approvals.

Advisor II, Technical Support - Concentrix - Bengaluru

(2018-08 - 2023-12)

• Provided first-line IT assistance to user queries, troubleshooting technical issues, and resolving incidents within SLA timelines.
• Used ITSM tools, escalated complex issues to higher-tier teams, and maintained accurate documentation.
• Transitioned from frontline support to a strategic role focused on service process improvement, administrative operations, and capability development.
• Responsible for designing and optimizing service workflows, maintaining service catalogues, and supporting onboarding and training initiatives.
• Collaborated with cross-functional teams to implement best practices, track performance metrics, and drive continuous improvement.
• Leveraged hands-on service desk experience to bridge operational gaps and enhance overall service delivery quality.

Bachelor of Engineering - Park College of Technology, Coimbatore (2012 - 2016)