farhan shamsi
ServiceNow Manager/Lead
Bengaluru
Summary
Dynamic ServiceNow professional with over 12 years of experience designing and developing ServiceNow projects across product-based, consulting, banking, IT, and HR industries. Proven expertise as a Product Owner and Scrum Master for more than 3 years, leading cross-functional teams to deliver impactful solutions. Skilled in customization, project support, and strategic planning, with a strong focus on HRSD automation and improving service delivery. Demonstrated success at Lowe’s India in reducing ticket resolution times and increasing self-service adoption. Known for strong problem-solving abilities, proactive attitude, effective coordination, collaboration, and solid client engagement. Proficient in time management to consistently meet deadlines and exceed expectations.
Overview
12
12
years of professional experience
3
3
Certifications
4
4
Languages
Work History
ServiceNow Manager/Lead Software Engineer
Lowe’s India Pvt Ltd,
11.2019 - Current
- Lead cross-functional teams to implement, configure, and manage the ServiceNow platform across multiple departments, ensuring alignment with organizational goals.
- Manage end-to-end HR process improvements and automation within ServiceNow HRSD, enhancing workflow efficiency, accuracy, and employee satisfaction.
- Define, develop, and maintain the product vision, strategy, and roadmap for ServiceNow, aligning platform capabilities with business objectives, best practices, and customer needs.
- Design and execute strategies to optimize ServiceNow HRSD modules, streamline service delivery, reduce incident resolution time, and improve user experience.
- Collaborated closely with stakeholders to gather requirements, perform gap analysis, and deliver scalable ServiceNow solutions that meet functional and technical needs.
- Oversee system upgrades, patches, and enhancements, ensuring platform stability, security compliance, and minimal downtime during deployments.
- Mentor and coach ServiceNow developers and administrators, fostering skills development and knowledge sharing within the team.
- Act as a liaison between IT and business units, facilitating clear communication, stakeholder engagement, and successful project delivery.
- Successfully delivered multiple ServiceNow initiatives, including HRSD automation, Virtual Agent enhancements, and service portal improvements.
- Achieved measurable results, such as reduced ticket resolution times, improved SLA compliance, and increased self-service adoption.
Senior ServiceNow Analyst
Accenture Solutions Private
11.2017 - 11.2019
- Conducted client workshops and gathered detailed requirements to understand end-to-end business processes for ServiceNow implementations.
- Prepared effort and time estimates for ServiceNow development tasks based on Software Requirements Specification (SRS) documents.
- Collaborated closely with developers, administrators, and stakeholders to ensure smooth and timely project delivery.
- Configured and customized ServiceNow modules, such as HRSD, ITSM, and Service Catalog, to address specific business needs.
- Developed and documented technical and functional specifications for custom applications, workflows, and integrations.
- Created technical documentation, scripts, and unit test cases to support enhancements, customizations, and automation.
- Used ServiceNow scripting elements including Script Includes, Business Rules, UI Policies, and Client Scripts to implement complex business logic and improve user experience.
- Delivered knowledge transfer sessions to QA and testing teams, explaining ServiceNow workflows, configurations, and custom logic.
- Managed and resolved production incidents by performing root cause analysis and implementing permanent solutions.
- Customized and optimized Service Catalog items, record producers, and workflows to enhance user experience and improve service delivery.
- Supported process improvement initiatives by leveraging ServiceNow automation to streamline workflows and increase operational efficiency.
Associate Consultant ServiceNow
Apar Technologies
06.2017 - 11.2017
- Assisted in end-to-end ServiceNow implementations and post-deployment support, including requirement gathering, configuration, customization, testing, and user training.
- Configured and customized ServiceNow forms, workflows, business rules, UI actions, client scripts, and notifications to meet unique business requirements.
- Collaborated with senior ServiceNow consultants and architects in designing and delivering scalable solutions across modules such as ITSM, HRSD, and Service Catalog.
- Developed and enhanced service catalog items, record producers, and request workflows, ensuring seamless integration with approval processes and SLA management.
- Participated in system testing, defect resolution, and validation to ensure smooth deployment of ServiceNow features and enhancements.
System Administrator
Webgatter Technologies Pvt Ltd
01.2014 - 06.2017
- Helped customize ServiceNow forms, workflows, and notifications under supervision to meet business needs.
- Worked alongside senior team members to understand how ServiceNow solutions are designed and delivered in modules like ITSM, HRSD, and Service Catalog.
- Supported the creation and updating of Service Catalog items and request workflows to improve service requests and approvals.
- Participated in testing, and helped identify and fix issues to ensure ServiceNow updates worked properly.
Education
Bachelor of Technology - Petroleum Engineering
Rajiv Gandhi Institute of Petroleum Technology
Raebareli, India 04.2001 -
Skills
Team leadership
Strategic planning
Decision-making
Implementation
Service Delivery
ServiceNow
HRSM,SPM,ITSM,CSM
Agile, Scrum
Certification
ServiceNow Certified System Administrator
Timeline
Certified Product Owner
03-2023
Certified Scrum Master
03-2021
ServiceNow Certified System Administrator
04-2020
ServiceNow Manager/Lead Software Engineer
Lowe’s India Pvt Ltd,
11.2019 - Current
Senior ServiceNow Analyst
Accenture Solutions Private
11.2017 - 11.2019
Associate Consultant ServiceNow
Apar Technologies
06.2017 - 11.2017
System Administrator
Webgatter Technologies Pvt Ltd
01.2014 - 06.2017
Bachelor of Technology - Petroleum Engineering
Rajiv Gandhi Institute of Petroleum Technology
04.2001 -
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