Akshay Patil

• Spearheaded end-to-end architecture and development of a Cybersecurity service portal, replacing the legacy interface improving portal performance by 70%.
• Designed and built a suite of custom Service Portal widgets and integrated Virtual Agent-driven conversational flows and automated playbooks to streamline cybersecurity request handling.
• Worked within the Cybersecurity function to design and enhance Service Management capabilities on the ServiceNow platform.
• Led solution architecture for cybersecurity ServiceNow initiatives by providing technical leadership to cross-functional teams, ensuring scalable, maintainable, and high-performing solutions.

• Delivered end-to-end ServiceNow solutions across healthcare, consumer, and cross-industry clients. Led cross-functional teams through the design, implementation, and optimization of complex ServiceNow environments, driving measurable improvements in platform scalability, automation, and user satisfaction.
• Leading AMS Operate engagements across industries, in both technical and project management capacities.
• Implemented ServiceNow dicovery for on-prem and cloud resources such as Azure using service principal
• Integrated with CMDB sources, including SG-Intune, SG-SCCM, Cisco Meraki to populate the data inventory
• Accelerated user onboarding processes by 30% by integrating Servicenow with Azure and Workday
• Led architecture and code reviews, set quality standards, and ensured security compliance across teams.
• Led the migration and optimization of CSM from a domain-separated to a dedicated instance, driving scalability and reducing go-live impact by 65%
• Designed domain-specific case types, streamlined case handling workflows, and implemented bi-directional REST integrations to cut manual handling by 40%.
• Implemented Qualys VMDR & Qualys CMDB sync integration with ServiceNow to create and mitigate vulnerabilities, reducing manual ticket creation by approximately 40 hours per month.
• Implemented MS Teams integration using a webhook connector, which reduced the redundancy of updates to end users from middleware by 75%.
• Implemented NowAssist for ITSM by leveraging OOB skills and developed the custom skills based on client requirements
• Worked on business rules, script includes, Glide API, client scripts, UI policies, UI actions, and transform maps.
• Worked on health scans to improve the overall platform health.
• Worked on version upgrade activities for Tokyo, Utah, and Washington.
• Worked as a core team member of Generative AI for servicenow. Involved in designing AI micro solutions for assets and accelerators.
• Working on Engagement financials and project planning alongside contributing to RFP , RFIs and Phase 0 assessments
• Part of recruitment team contributing to 150+ interviews in last 3 years

Worked on ITSM & HRSD module enhancements as a part of Agile methodology

• Worked on enhancements related to ITSM, Integration, HR, Performance analytics modules
• Worked on configuration & customization of I-P-C-K modules and Service catalog, enhancements involving both UI & DB level changes
• Worked on creation of COE security configurations, HR services, Topic details, HR case forms.
• Worked on database views for reports on SLA & survey
• Worked on One Nord integration for change management
• Worked on UWF ServiceDesk migration project to setup the live chat for global teams
• Worked on system upgrade to Quebec
• Worked on ServiceNow Health Scan activities to improve the overall health of instance
• Worked on licensing and Subscription Management activities to reduce the unconsumed licenses
• Delivered the solutions within defined timeline

Worked on ITSM module enhancements

• Worked with stakeholders to understand requirements and delivered solutions
• Worked on customization of ITSM module
• Worked on LDAP integration
• Worked on client & server-side scripts
• Worked on Inbound action, scheduled jobs, creating intuitive reports & dashboards
• Worked on Scripted REST API’s
• Enhancements in Service catalogs, Incident forms