Dinesh kumar P
BENGALURU
Summary
ISTQB V4.0, CSA and CAD certified IT professional with 7+ years of working experience, including 5+ years of experience in System administration and support and 1.4 years of experience in ServiceNow testing.
Hands-on experience in testing ServiceNow modules such as Incident, Change and Problem management. Proficient in Agile environments with an emphasis on
quality delivery and continuous improvement.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Quality Analyst
Evora IT Solutions
BENGALURU
03.2022 - 07.2025
- Worked as Admin for Siemens Healthineers GmBH client. Administered and maintained the ServiceNow platform, ensuring optimal performance, security and compliance across all and other modules.
- Handled user and group management, roles, and ACLs to enforce proper access controls and data security within the instance.
- Supported incident, problem, change, request, and knowledge management modules, aligning workflows with ITIL standards and organizational needs.
- Assisted in platform upgrades and patch management, performing validation, testing, and issue resolution to ensure a smooth transition with minimal downtime.
- Collaborated with developers and QA teams to deploy enhancements, resolve defects, and test new features in nonprod environments before release.
- Monitored and maintained ServiceNow instance health, addressing performance issues, errors, and ensuring seamless operation of scheduled jobs and integrations.
- Generated and customized reports and dashboards for stakeholders to support decision-making and service improvement.
- Participated in daily stand-ups, sprint planning, and change control processes, ensuring alignment with agile delivery and change governance.
- Led end-to-end testing of ServiceNow modules including FSM, CSM, ITSM, and custom applications to ensure defect-free releases and platform stability.
- Designed, implemented, and executed test cases, test scenarios, and regression suites aligned with business requirements and ServiceNow best practices.
- Collaborated with ServiceNow developers, business analysts, and process owners to validate workflows, data integrity, and UI/UX consistency across applications.
- Conducted functional, integration, UAT, and system testing across multiple ServiceNow instances.
- Performed defect tracking, logging, and triage via tools such as JIRA and ServiceNow Agile Development module, ensuring timely resolution and release readiness.
- Supported performance testing and validation of large-scale workflows to ensure optimal performance under load and real-time user conditions.
- Championed quality best practices and process improvements, contributing to increased test coverage, reduced production issues, and improved release velocity.
- Ensured comprehensive test documentation and evidence for audit, compliance, and knowledge management purposes.
- Conducted data validation and migration testing during instance cloning and production moves to ensure integrity and accuracy across environments.
- Participated in story grooming and sprint planning sessions, providing QA input early in the development cycle to improve testability and reduce rework.
- Performed cross-browser and cross-platform compatibility testing to ensure consistent user experience across different devices and configurations.
- Reviewed and validated ServiceNow workflows, business rules, and catalog scripts to ensure alignment with business logic and avoid unintended behaviors.
- Created and shared Bi-weekly and monthly Test reports / data to the PM and rest of the project team.
- Actively contributed in pre-release customer trainings.
- Supported incident, problem, change, request, and knowledge management modules, aligning workflows with ITIL standards and organizational needs.
- Assisted in platform upgrades and patch management, performing validation, testing, and issue resolution to ensure a smooth transition with minimal downtime.
- Collaborated with developers and QA teams to deploy enhancements, resolve defects, and test new features in nonprod environments before release.
- Monitored and maintained ServiceNow instance health, addressing performance issues, errors, and ensuring seamless operation of scheduled jobs and integrations.
- Generated and customized reports and dashboards for stakeholders to support decision-making and service improvement.
- Participated in daily stand-ups, sprint planning, and change control processes, ensuring alignment with agile delivery
L2 Consultant:
INFXQ KNOWLEDGE SERVICES PVT. LTD
BENGALURU
08.2017 - 03.2022
- Problem and Incident management under Global Service Desk environment.
- Was responsible for attending Tickets, incoming calls, emails, chats, escalations and resolve customer queries regarding issues on their internal systems/applications. These are mostly routed from L1 or Base support when they are not addressed from their end.
- Responsible for communicating with both international and domestic users.
- Responsible for Major incident handling based on priority of the issue.
- Was working on both Service now and Customer dynamics my MS for incident
management and tracking the issues - Building strong working relationships with internal and key suppliers.
- Supplier contract management and negotiation with suppliers.
- Set up periodical checks on instance health.
- Preparing Performance Report.
Education
bachelor of engineering -
Kammavari Sangham School of Engeneering
Bengaluru2015
Skills
- Root cause analysis
- ServiceNow testing
Certification
Servicenow Certified System Administrator
Servicenow Certified Application Developer
ISTQB Foundation level V.4.0
Accomplishments
Spot Award : For Being customer focused
Timeline
Quality Analyst
Evora IT Solutions
03.2022 - 07.2025
L2 Consultant:
INFXQ KNOWLEDGE SERVICES PVT. LTD
08.2017 - 03.2022
bachelor of engineering -
Kammavari Sangham School of Engeneering