ABHISHEK ARVIND SINGH
Nagpur
Summary
A 3.5+ years of experience ServiceNow Certified Developer with a strong focus on CSM and ITSM solutions. Skilled in designing, customizing, and implementing ServiceNow modules to streamline customer support processes and enhance user experience. Seeking to contribute to a forward-thinking team, utilizing my knowledge of ServiceNow to create seamless and effective customer experiences.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Technology Analyst
Infosys
Nagpur, India
04.2022 - Current
- Created and enhanced various Forms for ITSM and CSM, like case, problem, change, incident, improving user and agent experience.
- Assigned roles and assignment groups to users and agents for streamlined task management and workflow automation.
- Developed update sets and handled their movement across different instances, including post-upgrade processes.
- Designed and configured notifications based on integrated client data to ensure timely and relevant communications.
- Organized knowledge articles, organizing client-provided content with proper links, order, and specifications.
- Developed catalog items and record producers based on client-specific field data, ensuring accurate and functional catalog offerings.
- Created Reports and dashboards for user experience.
- Utilized Flow Designer for catalog item processes, and Leveraged scripting (includes, client scripts, UI policies and business rules) to dynamically populate data, validate user input, and trigger seamless workflow transitions.
- Collaborated with the CSM Business team to implement various enhancements, improving overall functionality and user experience.
- Created multiple fix scripts to enhance data accuracy and address issues within the system. To enhance and modify system data as needed.
- Worked on tasks assigned for the Service Portal, implementing changes and improvements.
- Leveraged scripting (includes, client scripts, and business rules) to dynamically populate data, validate user input, and trigger seamless workflow transitions.
- Contributed as an ITSM developer, focusing on enhancements in the Finance module and service catalog processes of ITSM.
- Primarily responsible for creating new catalog items, modifying business rules, data loads, notifications, flow designers, scheduled jobs, and service portal enhancements like widget creation under ITSM module.
- Collaborating with the Integration team to handle the integration of catalog items from ServiceNow.
- Continuously working on enhancements of KB articles, catalog items, Request Management, Change Management, Problem Management and task Management processes, ensuring efficient service delivery.
Education
Bachelor of Engineering - Information Technology
Kavi Kulguru Institute of Technology and Science
Ramtek01-2021
Skills
Technical Skills
ServiceNow Development/Implementation
ServiceNow Admin - CSM and ITSM
Integration - Service Catalog
Catalog Tasks - Notifications
CSM FSM Configurable Workspace
Agent Workspace - ITSM Workspace
Flow Designer/Workflows
Knowledge Articles - Client Script
Business Rules - Scheduled Jobs
Problem Management
Change Management
Roles and Assignment Groups
HTML CSS Javascript - Dashboard
UI policies - UI Actions - Case forms
Soft Skills
Problem Solving - Team player
Leadership - Adaptable
Effective Communication
Certification
- ServiceNow Mainline
- ServiceNow Certified System Administrator
- Certified Implementation Specialist – IT Service Management
- Certified Implementation Specialist – Customer Service Management
- ServiceNow Certified Application Developer
- ServiceNow Micro
- Micro-Certification - Service Portal
- Micro-Certification - Flow Designer
- Micro-Certification - Predictive Intelligence
PERSONAL INFORMATION
Languages - English, Hindi, Bhojpuri
AWARDS
INSTA AWARD (Infosys), Appreciation for the hard-work and dedication in project.
PERSONAL INFORMATION
- DOB - 10 August 1997
- Gender - Male
Timeline
Technology Analyst
Infosys
04.2022 - Current
Bachelor of Engineering - Information Technology
Kavi Kulguru Institute of Technology and Science