MOHAMMED HASAN KHAN
Hyderabad
Summary
Experienced ServiceNow System Administrator with expertise in Incident, Problem, Change, Request and Knowledge Management, Service Catalog, CMDB, and Flow Designer. Proven skills in SLA definitions and reporting, supported by a strong foundation in platform administration. Background as Front Line Manager / Team Lead in Trust & Safety Operations enhances leadership, escalation management, and process improvement capabilities.
Overview
6
6
Languages
1
1
Certification
11
11
years of professional experience
Work History
ServiceNow System Administrator
Genpact
Hyderabad
01.2022 - 03.2026
- Administered and supported the ServiceNow production instance across Incident, Problem, Change, Request and Knowledge Management, owning day-to-day platform configuration and BAU support.
- Managed users, groups, roles and ACLs; configured forms, lists, UI Policies, UI Actions and Client Scripts to maintain security and data quality.
- Established SLA / OLA rules, pause conditions, escalation rules and breach-warning notifications to ensure consistent SLA attainment.
- Developed Service Catalog items, Record Producers and fulfilment flows using Flow Designer to enhance routing and minimise manual handling.
- Created reports, dashboards and Performance Analytics views to monitor SLA compliance, backlog ageing, reopen rate and CSAT.
- Maintained CMDB data and performed data loads through Import Sets and Transform Maps.
- Supported UAT, configuration migration, upgrades/clones and knowledge documentation for L1/L2 teams.
Front Line Manager / Team Lead - Trust & Safety Operations (Non-Voice)
Genpact
Hyderabad
01.2017 - 01.2022
- Led a 20-30 member Trust & Safety Operations team, managing workload allocation, coaching, performance reviews and delivery against SLA, quality and productivity targets.
- Managed complex, high-priority escalations, coordinating with internal teams and stakeholders to ensure timely resolution.
- Served as SPOC for client and cross-functional stakeholders on process, policy and operational changes.
- Prepared performance reports and trend analysis using advanced Excel and Power BI to inform leadership and client reviews.
- Conducted root cause analysis using 5 Why and Fishbone techniques and drove corrective and preventive actions.
- Authored SOPs and process documentation, applying Lean Six Sigma methods to streamline processes and minimise manual effort.
- Career progression: Process Associate (2017) → Quality & Service Analyst (2020) → Front Line Manager / Team Lead
Sr. Executive
Ascent Training and Consultancy
01.2016 - 01.2017
- Led training initiatives, developed learning materials, and delivered training sessions to enhance client engagement and satisfaction.
- Engaged in teamwork to complete project milestones effectively.
- Addressed customer complaints using effective communication techniques.
- Ensured workplace cleanliness and safety through regular inspections.
Supervisor
SS Constructions
01.2015 - 01.2016
- Guided site teams and coordinated with clients and stakeholders to ensure project execution and adherence to safety practices.
- Instructed staff on production processes to ensure clarity in tasks. to achieve production output.
- Resolved customer complaints swiftly, turning negative experiences into positive outcomes.
- Maintained high standards of cleanliness and organisation in the workplace.
Education
B.Sc. - science
Acharya Nagarjuna University
Warangal, TGDiploma in Civil Engineering - engineering
JMCT College
maharashtraIntermediate - PCMB
R.Y.K Science College
maharashtraSkills
- ServiceNow
- ITSM Suite
- Incident
- Major Incident
- Problem
- Change
- Request Fulfilment
- Service Catalog
- Record Producers
- Knowledge Management
- CMDB
- Service Portal
- Virtual Agent
- SLA
- OLA
- Escalation rules
- Upgrade support
- Configuration scripting
- Flow Designer
- Workflow Editor
- Business Rules
- Client Scripts
- UI Policies
- UI Actions
- Catalog Client Scripts
- GlideRecord
- JavaScript
- JSON
- REST API
- Postman
- Reporting analytics
- ServiceNow reporting
- Performance analysis
- KPI analysis
- Excel analysis
- Power BI
- UAT
- Documenting processes
- Escalation Handling
- Stakeholder Communication
- Leadership
- People Management
- Leadership
- People Management
- Escalation Handling
- Stakeholder Communication
- UAT
- Documenting processes
Languages
English
Hindi
Urdu
Marathi
Tamil
Pashto
Certification
- Lean Six Sigma Green Belt [7-Star], Genpact
- Frontline Manager - License to Manage, Genpact
- Lean Training, Genpact
Timeline
ServiceNow System Administrator
Genpact
01.2022 - 03.2026
Front Line Manager / Team Lead - Trust & Safety Operations (Non-Voice)
Genpact
01.2017 - 01.2022
Sr. Executive
Ascent Training and Consultancy
01.2016 - 01.2017
Supervisor
SS Constructions
01.2015 - 01.2016
B.Sc. - science
Acharya Nagarjuna University
Diploma in Civil Engineering - engineering
JMCT College
Intermediate - PCMB
R.Y.K Science College