Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

PRAKASH KUMAR

Bhubaneswar

Summary

Experienced ServiceNow Developer & Administrator with over 4 years in ITSM, GRC, and Service Portal solutions. Specialises in workflow automation, advanced scripting, and integrations. Utilises ServiceNow GenAI and Agentic AI to optimise service operations. Analyses business practices to recommend improvements and develops project documentation and testing plans to ensure deployment integrity.

Overview

1
1
Certification
5
5
years of professional experience

Work History

ServiceNow Consultant

Ernst & Young
Bhubaneswar
02.2026 - Current
  • Developed detailed project documentation, including design specifications and user manuals, to support client teams.
  • Created and deployed system testing plans to back up deployments.
  • Planned and executed feasibility studies to improve integrity of proposed action.
  • Analysed business' current work practices to recommend improvement action.

ServiceNow Developer

Tata Consultancy Services
Kolkata
10.2022 - 09.2025
  • Implemented robust REST integrations(Inbound & Outbound), Import Sets, and transform maps, ensuring seamless data exchange across systems.
  • Implemented email integrations and scheduled jobs, automating ticketing, notifications, approvals, and time-based operations within ServiceNow ITSM/CSM to improve response times.
  • Engineered and automated ITSM and CSM workflows, reducing manual effort by 40%.
  • Developed server-side and client-side scripts, enhancing application functionality and user experience.
  • Designed reports and dashboards, delivering key operational insights to leadership and stakeholders.

ServiceNow Administrator

Tata Consultancy Services
Kolkata
02.2022 - 09.2022
  • Administered and configured ServiceNow ITSM modules including Incident, Problem, Change, Request, and Knowledge.
  • Configured service catalog items, record producers, and approval workflows to streamline user requests and enhance service efficiency.
  • Developed and maintained SLAs, escalation rules, and notifications to ensure timely service delivery and compliance.
  • Troubleshot issues using system logs, script debugger, and background scripts to resolve incidents effectively and minimise service disruption.

Education

B.Tech -

Netaji Subhash Engineering College
Kolkata
01-2020

Skills

  • Module: ITSM , IRM , CMDB
  • REST API integration
  • Integration Architecture
  • Custom Application Development
  • JavaScript
  • Script Includes
  • Flow Designer
  • Record Producer/ Catalog Item
  • Service Portal Design

Certification

  • Certified System Administrator (CSA)

Timeline

ServiceNow Consultant

Ernst & Young
02.2026 - Current

ServiceNow Developer

Tata Consultancy Services
10.2022 - 09.2025

ServiceNow Administrator

Tata Consultancy Services
02.2022 - 09.2022

B.Tech -

Netaji Subhash Engineering College
PRAKASH KUMAR