Professional Experience

Meijer  ·  Chicago, IL, USA

• Support and enhance ServiceNow ITSM modules including Incident, Problem, Change, Request, Release, and Knowledge Management in an enterprise environment.
• Configure and optimize Incident and Problem Management workflows, assignment rules, priorities, and escalations to improve resolution efficiency.
• Implement and maintain Change Management processes — supporting Standard, Normal, and Emergency changes, approvals, CAB activities, and change calendars.
• Build and enhance Request Fulfillment workflows, including service requests, approvals, fulfillment tasks, and notifications.
• Configure and manage SLAs, escalation rules, and breach alerts to ensure compliance with service targets.
• Develop Business Rules, Client Scripts, UI Policies, and Flow Designer automations to reduce manual effort and improve process consistency.
• Create ITSM reports and dashboards to monitor incident trends, backlog, SLA performance, and change success rates.
• Provide ITSM production support — troubleshooting workflow issues, SLA failures, and platform defects while collaborating with service desk and business teams.

EnterPi Software Solutions Pvt. Ltd.  ·  Hyderabad, India

• Supported implementation and day-to-day administration of ServiceNow ITSM modules including Incident, Problem, Change, Request, Release, and Knowledge Management.
• Assisted in configuring Incident Management workflows, assignment rules, priority models, and escalation policies to support service desk operations.
• Maintained Problem Management records, including known errors and incident–problem relationships for effective root cause tracking.
• Contributed to Change Management processes by configuring change requests, approval workflows, and standard change models.
• Built and supported Request Fulfillment workflows, including service requests, approvals, and fulfillment tasks.
• Assisted with SLA configuration and monitoring, identifying and supporting resolution of SLA breaches.
• Developed and maintained Business Rules, Client Scripts, and UI Policies to support ITSM process automation.
• Provided ITSM production support — troubleshooting issues related to workflows, notifications, forms, and SLAs.
• Assisted with ServiceNow platform upgrades and patching, supporting validation and stability efforts.