AAKASH CHOUDHARY
New Delhi
Summary
- ServiceNow Developer / Consultant with experience in ServiceNow Administration & Configuration, ITSM Process Improvement, and Custom Application Development.
- Skilled in Flow Designer, Workflow Automation, and REST API Integration to automate IT and business processes and improve operational efficiency.
- Experienced in Business Requirements Gathering and Stakeholder Collaboration, with the ability to translate business needs into scalable ServiceNow solutions.
Overview
1
1
Certification
6
6
years of professional experience
Work History
ServiceNow Developer
CYNOSURE SOFTWARE SOLUTIONS
11.2025 - Current
- Designed and implemented ServiceNow workflows using Flow Designer to automate IT and business processes, increasing productivity and reducing manual effort.
- Configured and customized ServiceNow applications, tables, fields, forms, Record Producers, and catalog variables to support business requirements and improve data capture.
- Automated routine tasks through ServiceNow scripting and workflow automation, minimizing manual effort and operational time.
- Integrated third-party applications with ServiceNow using REST APIs, expanding system functionality and improving system interoperability.
- Designed and implemented decision-based automation to route reported records to appropriate teams and trigger follow-up actions based on defined business criteria.
- Configured automated notifications and workflow triggers to notify relevant teams based on defined conditions, reducing manual follow-ups and improving response efficiency.
- Designed and implemented an SLA management solution to schedule and manage country-based users and service activities, achieving improvements in operational efficiency.
- Developed a Phishing Email Evaluator application in ServiceNow to centralize suspicious email reporting, automate risk evaluation, and trigger appropriate actions such as security incident creation and cybersecurity training assignments.
- Improved the ServiceNow search experience by configuring Recommended Phrases aligned with common user queries, helping users locate relevant information faster and increasing self-service adoption.
- Enhanced Knowledge Management and Self-Service capabilities by directing users to relevant knowledge articles, records, and ServiceNow resources.
- Created and maintained dashboards and visualizations to monitor operational performance, KPIs, and process metrics, enhancing organizational efficiency.
- Collaborated with business stakeholders, developers, and cross-functional teams to gather requirements, design technical solutions, and deliver ServiceNow enhancements.
- Translated business requirements into functional and technical solutions, supporting application design, workflow configuration, testing, and deployment activities.
- Supported Agile delivery and backlog management by contributing to requirements refinement, user story development, acceptance criteria, sprint planning, and solution validation.
- Delivered end-user training and knowledge transfer sessions to improve platform adoption, user proficiency, and operational efficiency.
ServiceNow Administration / ITSM / Analyst
Amazon Development Center
09.2023 - 11.2025
- Worked as a ServiceNow Administrator and Business Analyst, supporting ITSM operations, platform administration, business analysis, and process improvement.
- Collaborated with business stakeholders to gather, analyze, and document business and functional requirements for ServiceNow enhancements and ITSM process improvements.
- Configured and administered core ServiceNow ITSM modules, including Incident, Change, Problem, Request, and Service Catalog, while supporting process execution and platform usability.
- Managed Incident, Change, Problem, and Request records, ensuring timely resolution, accurate updates, proper assignment, and adherence to defined ITSM processes and SLAs.
- Worked closely with developers and solution architects to translate requirements into technical specifications, validate solutions, and support functional testing and UAT.
- Supported ServiceNow configuration and enhancement activities, including form and field updates, choice lists, notifications, and other platform improvements.
- Managed product backlog items, including Epics, Features, and User Stories, and supported Agile/Scrum ceremonies such as sprint planning, backlog refinement, reviews, and retrospectives.
- Supported ServiceNow platform upgrades through impact analysis, testing coordination, and validation of business-critical functionality, while providing end-user support and maintaining platform documentation.
Customer Service Executive (Data-Focused Role)
Amazon Development Center
09.2020 - 09.2023
- Analyzed customer and operational datasets to identify service trends and recommend actionable improvements.
- Identified process improvements through data analysis and tracking performance metrics, enhancing service delivery.
- Supported leadership teams with data reports and insights, facilitating informed decision-making.
- Developed Excel dashboards to track productivity, ticket resolution rates, and operational KPIs.
Education
B.Tech - Computer Science
AKTU
Noida01-2015
Skills
- ServiceNow Administration & Configuration
- ITSM Process Improvement
- ServiceNow Custom Application Development
- Workflow Automation & Flow Designer
- REST API Integration
- Business Requirements Gathering
- Business Rules & Scripting
- Service Catalog & Record Producers
- Knowledge Management & Self-Service
- Agile Methodology & Scrum
- Stakeholder & Cross-Functional Collaboration
- Problem Solving & Process Analysis
Certification
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Implementation Specialist – Data Foundations (CIS – Data Foundations)
- Oracle Database SQL Certified Associate
- Microsoft Certified: Power BI Data Analyst Associate (PL-300)
- Advanced Excel
Accomplishments
• Received appreciation from a client-side manager for delivering high-quality solutions and contributing to successful project outcomes.
• Recognized as a Key Contributor for demonstrating strong ownership, collaboration, and consistent contribution to business and technology initiatives.
• Received a ₹10,000 performance voucher for being recognized as one of the fastest-performing contributors.
• Received a Key Contributor Award for outstanding performance and valuable contributions to team and organizational objectives.
Timeline
ServiceNow Developer
CYNOSURE SOFTWARE SOLUTIONS
11.2025 - Current
ServiceNow Administration / ITSM / Analyst
Amazon Development Center
09.2023 - 11.2025
Customer Service Executive (Data-Focused Role)
Amazon Development Center
09.2020 - 09.2023
B.Tech - Computer Science
AKTU