Ajay Limaye
Senior Lead Consultant
Hyderabad
Summary
Certified and results-oriented ServiceNow Developer with over 9 years of experience in designing, building, and optimizing enterprise workflows using ServiceNow. Specialized expertise in Customer Service Management (CSM), Field Service Management (FSM), IT Service Management (ITSM), Platform Analytics, and Custom Application development. Adept at automating processes, integrating enterprise systems, and transforming business requirements into scalable ServiceNow solutions.
Overview
13
13
years of professional experience
2012
2012
years of post-secondary education
3
3
Certifications
4
4
Languages
Work History
Senior Lead Consultant
UST Global
08.2024 - Current
ServiceNow Developer
UST Global
08.2024 - Current
- Led greenfield rollout of CSM and FSM on the Vancouver release for a Fortune 500 manufacturing client; cut case resolution time by 28% and enabled real-time technician routing via FSM Mobile.
- Built a configurable Performance Analytics dashboard aggregating KPIs across CSM, FSM, and ITSM, giving executives a single view of service health.
- Developed three scoped applications in App Engine Studio to automate warranty entitlement checks, parts inventory sync, and knowledge article approval, eliminating ~400 manual hours per month.
- Orchestrated bi-directional REST integration with Oracle DB, using Scripted REST API and OAuth 2.0 authentication.
Senior ServiceNow Developer
Solugenix Corporation
02.2016 - 07.2024
- Delivered 20+ ServiceNow projects for healthcare, retail, and fintech customers; averaged 95% CSAT across engagements.
- Modernized legacy incident workflows by deploying ITSM Pro features (Virtual Agent, Predictive Intelligence), lowering ticket backlog 35%.
- Configured FSM Dispatcher Workspace and optimized scheduling rules; first-call fix rate rose from 62% to 81%.
- Instituted ATF coverage (>80%) and CI/CD pipelines with GitLab, slashing regression defects by 70%.
- Mentored a team of six junior developers; created internal knowledge base and reusable script including library.
QA Engineer (ServiceNow & Web Apps)
AppEnsure
05.2015 - 01.2016
- Authored automated Selenium for performance-monitoring dashboard; improved release cycle speed by 25%.
Customer Service Associate
Amazon Development Centre India Pvt. Ltd.
10.2012 - 02.2013
- Resolved 50–60 customer contacts daily with 96% quality score; gained deep understanding of customer service metrics later leveraged in CSM implementations.
- Recognized with “Star Performer” award (Q4 2013) for exemplary communication and issue resolution.
Education
Bachelor of Engineering Technology - Information Technology
JNTU
HyderabadSkills
- ServiceNow CSM FSM ITSM Custom App integrations and Platform analytics expertise
- Development: Flow Designer, Script Includes, Client Scripts, Business Rules, UI Policies, UI Actions
- Languages: JavaScript, GlideScript, REST/SOAP API, HTML, CSS
- Platform Analytics: Performance Analytics, Reporting, Dashboards
Certification
ServiceNow Certified System Administrator
Professional Attributes
- Analytical Mindset: Excels at diagnosing complex workflows and translating them into efficient solutions.
- Stakeholder Communication: Adept at bridging technical and business teams, presenting insights into C-level leadership.
- Agile Leadership: Scrum practitioner experienced in sprint planning, backlog grooming, and continuous delivery.
- Continuous Learner: Keeps pace with ServiceNow Store releases, NowLearning courses, and community best practices.
Timeline
Senior Lead Consultant
UST Global
08.2024 - Current
ServiceNow Developer
UST Global
08.2024 - Current
Senior ServiceNow Developer
Solugenix Corporation
02.2016 - 07.2024
QA Engineer (ServiceNow & Web Apps)
AppEnsure
05.2015 - 01.2016
Customer Service Associate
Amazon Development Centre India Pvt. Ltd.
10.2012 - 02.2013
Bachelor of Engineering Technology - Information Technology
JNTU
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