PRABHAT THAKUR
Faridabad
Summary
ServiceNow Developer with experience in configuring and supporting ITSM solutions, including Incident, Problem, Change and Service Request management. Skilled in form customization, Client Scripts, Business Rules, UI Policies, Service Catalog development and workflow automation using Flow Designer. Experienced in Microsoft 365 administration and technical support, with a strong focus on efficient troubleshooting, process adherence and end-user experience.
Overview
1
1
Certification
9
9
years of professional experience
Work History
ServiceNow Developer
HCLTech
12.2021 - Current
- Developed and configured ServiceNow forms, fields, and table structures to meet business requirements.
- Configured and maintained Business Rules, Client Scripts, and UI Policies to automate workflows and enforce data validations.
- Assisted with incident management processes to ensure timely resolution of IT issues., Problem, Change, and Service Request modules for day-to-day ITSM operations.
- Configured email notifications to streamline communication for service requests and incidents., UI Actions, and Form UI.
- Created and customized catalog items and record producers for service requests.
- Designed and maintained workflows using Flow Designer, enhancing process efficiency.
- Performed user and role management, including ACL configuration, under supervision.
- Supported data imports and updates using Import Sets, and basic Transform Maps.
- Prepared technical documentation and supported deployment activities.
- Applied Agile methodologies to support sprint planning, backlog prioritization, daily stand-ups, and retrospectives, ensuring functional requirements are clearly defined and deliverables are met on time.
- Guided and trained end users and internal teams on ServiceNow functionalities, improving user adoption and self-service capabilities.
- Collaborated with developers to troubleshoot, test, and deploy enhancements, ensuring solutions meet both functional requirements and technical specifications.
- Stayed updated with ServiceNow's latest features and best practices, integrating them into ongoing projects to support compliance, scalability, and innovation.
IT Specialist - O365 Admin Support
Dell Technologies
06.2019 - 11.2021
- Joined as a Senior Helpdesk Associate and received a promotion to O365 Admin Support, handling Microsoft 365 administration and user support activities.
- Supported Microsoft 365 user administration, including user activation, deactivation, account updates, and access-related requests.
- Managed Microsoft 365 licensing activities by assigning, modifying, and removing licenses based on user requirements and organizational policies.
- Troubleshot Exchange Online issues involving mailboxes, email delivery, Outlook connectivity, and other messaging-related incidents.
- Investigated and resolved Microsoft 365 service and access issues by analyzing user requirements and applying appropriate administrative changes.
- Provided technical support to end users while following defined troubleshooting, security, and escalation procedures.
Technical Support Engineer
Concentrix
01.2018 - 05.2019
- Provided technical support to end users over the phone for Windows operating system issues, system errors, and common desktop-related problems.
- Diagnosed user-reported issues through structured troubleshooting and guided end users through appropriate resolution steps.
- Assisted users with Windows-related configuration and functionality issues while ensuring clear communication throughout the support interaction.
- Documented troubleshooting activities and followed established support processes for timely resolution and escalation of unresolved issues.
Education
B.Tech - Electronics & Communication Engineering
Maharshi Dayanand University
RohtakSenior Secondary School Examination - Science (Non-Medical)
DL DAV Model School
Pitampura, New DelhiSecondary School Examination -
DL DAV Model School
Pitampura, New DelhiSkills
- ServiceNow Scripting
- Business rules and client scripts
- Workflow design
- Service catalog management
- ITSM and service catalog management
- Agile project management
- ITIL practices
- Reporting and dashboards
Certification
- CSA (Certified System Administrator)
- CIS-DF (CMDB and CSDM)
- CSM (Certified Scrum Master)
- ITIL 4 Foundation
Accomplishments
- Awarded Achiever recognition in the HCLTech Annual Achievers League program.
- Volunteered in a blood donation camp.
Hobbies and Interests
- Gardening and Plant Care
- Reading Self-Help and Spiritual Literature
Personal Information
- Date of Birth: 02/08/94
- Nationality: Indian
- Marital Status: Married
- Languages known : English & Hindi
Timeline
ServiceNow Developer
HCLTech
12.2021 - Current
IT Specialist - O365 Admin Support
Dell Technologies
06.2019 - 11.2021
Technical Support Engineer
Concentrix
01.2018 - 05.2019
B.Tech - Electronics & Communication Engineering
Maharshi Dayanand University
Senior Secondary School Examination - Science (Non-Medical)
DL DAV Model School
Secondary School Examination -
DL DAV Model School