PROFILE SUMMARY
ServiceNow expert with 10.5 years' experience in module configuration, integrations, governance, and platform health. Skilled in designing solutions and delivering best practices.
PROFESSIONAL EXPERIENCE
ServiceNow Technical Lead
Royal Cyber | Jun 2022- Present
- Created custom tables, modules, and workflows for custom applications.
- Developed workflows, approvals, and events for Service Catalogs.
- Managed data loads using transform maps and data sources.
- Configured Client Scripts, UI policies, Business Rules, and Script Includes.
- Set up SLAs, email notifications, and inbound actions for request automation.
- Migrated update sets across Dev, UAT, and Production environments.
ServiceNow Consultant
Sapient Consulting | Jun 2019- Jun 2022
- Enabled Agent Workspace plugins and configured landing pages with reports.
- Created custom list categories, subcategories, and fields on Interaction and Incident tables.
- Customized visibility of catalog items on the Agent Workspace portal.
- Developed Client Scripts, UI policies, UI actions, Business Rules, and Script Includes.
- Conducted training sessions for helpdesk agents.
- Configured inbound actions and resolved UAT issues, providing support to agents.
ServiceNow Consultant
AWC | Jan 2014- Jan 2019
- Implemented Incident, Problem, and Change Management modules.
- Migrated custom processes to out-of-the-box (OOB) ServiceNow processes.
- On-boarded risk assessments and introduced CAB meetings in the Change Management workflow.
- Configured UI actions, policies, Business Rules, Client Scripts, and Script Includes.
- Developed email notifications, templates, and inbound actions across ITSM modules.
- Designed SLAs, schedules, and created reports and dashboards for Change, Incident, and Problem Managers.
Umesh Gupta
ServiceNow Technical Lead
Experience: 10 Years
TECHNICAL SKILLS
ServiceNow ITSM CMDB Integration Jelly Script HTML CSS JavaScript SDLC Agile Scrum Waterfall REST SOAPEDUCATION
Bachelor of Technology (Mangalayatan University) - 2011
CERTIFICATIONS
- Certified Service Now Administrator
- ITIL Foundation v3 Certified
