Bhanu Pratap Mahato

BlackRock – Enterprise IT Service Management Modernization & Integration Project

Role : Technical Consultant

• Led the implementation of core ITSM modules (Incident, Problem, Change, CMDB), customizing UI Policies, Client Scripts, Business Rules, and UI Pages to meet enterprise standards.
• Built secure integrations with internal systems using REST/SOAP APIs and configured MID Servers; collaborated with middleware tools like MuleSoft and Kafka for real-time data sync.
• Executed data migration from legacy systems using Import Sets and Transform Maps, ensuring data integrity and compliance with governance protocols.
• Developed dashboards and KPIs using Performance Analytics for SLA tracking and executive reporting; followed Agile practices with Jira for sprint planning and delivery.

JP Morgan & Chase – ITSM Modernization

Role : Senior Technical Consultant

• Led end-to-end implementation of ITSM modules (Incident, Problem, Change, Request), integrating monitoring tools for proactive incident generation and customizing workflows using Flow Designer.
• Built SLA dashboards and executive reporting via Performance Analytics; ensured compliance and CMDB integrity using Dependency Views and automated change risk analysis.
• Developed dynamic Service Portal widgets, automated ticket routing, and enabled contextual knowledge suggestions; delivered training and post-go-live support to business stakeholders.

BCA (Building Construction and Authority) – CSM Implementation

Role : Technical Consultant

• Implemented ServiceNow CSM for public sector case management with automated workflows, SLA-based routing, and AWA for agent assignment.
• Developed a citizen-facing Service Portal integrated with national ID verification APIs and external CRMs for seamless service requests.
• Built Performance Analytics dashboards, interactive UI Pages, and role-based access controls to enhance operational transparency and compliance.

DHL International – CSM

Role : Technical Consultant

• Deployed ServiceNow CSM globally, integrating with logistics systems and CTI for unified case handling and telephony-based case creation.
• Implemented workflows for shipment-related issues, SLA tracking, AWA-based assignment, and a customer portal with chatbot and real-time status updates.
• Developed dashboards for CSAT, NPS, and root cause analytics, while ensuring GDPR compliance and delivering global agent training.

Brightspeed – FSM Integration & Portal Implementation

Role : Technical Consultant

• Integrated Field Service Management (FSM) with existing systems, enabling real-time synchronization of work orders, assignments, and technician updates.
• Built custom Service Portal interfaces and widgets for field agents to manage tasks, view schedules, and update service tickets on the go.
• Implemented automated workflows, dashboards, and role-based access to improve field operations visibility, SLA tracking, and performance reporting.

UNDP - HRSD Implementation

Role - ServiceNow HRSD Consultant

• Implemented and configured the HR Service Delivery (HRSD) module including Case and Knowledge Management, Lifecycle Events, and Employee Center Pro.
• Built dynamic HR workflows using Flow Designer, incorporating approvals, notifications, and SLA tracking to streamline HR operations.
• Customized Employee Service Portal with branded UI elements and intuitive navigation using JavaScript, HTML, and Glide scripting.
• Integrated ServiceNow HRSD with third-party HR tools via REST APIs, enabling secure data exchange and automated employee lifecycle management.

Service Now Training

• Completed a 6-month hands-on training in ServiceNow covering administration, scripting, and module configurations.
• Gained practical experience in ITSM fundamentals, Service Catalog, and Workflow design.
• Developed foundational knowledge in client/server-side scripting, UI Policies, Business Rules, and update sets.

Front End Implementation

• Developed dynamic document pagination using Paged.js, enhancing readability and user experience.
• Utilized HTML and CSS to design and implement responsive front-end layouts.
• Collaborated closely with the team to deliver a forward-thinking, user-centric web solution.