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Professional developer proficient in ServiceNow platform development, consistently delivering innovative solutions to optimize business processes. Expertise in creating and maintaining custom applications, along with focus on collaborative team efforts and measurable results. Highly reliable and adaptable, with strong problem-solving skills and ability to navigate changing project requirements.

Around 5+ years of experience in ServiceNow development, administration, and implementation, specializing in ITSM, ITOM, ITBM, GRC, IRM, SAM, SPM, HAM, HRSD, CMDB, OOTB, AIOps, GEN AI, APP ENGINE, ATF, BCM, SecOps, and Enterprise Service Management (ESM). Proven track record of driving automation, process optimization, and enhancing service delivery through the implementation of cutting-edge technologies and best practices. Expertise in IT Asset Management (ITAM), including SAM and HAM workflows, streamlining asset lifecycle management, ensuring compliance, and reducing operational costs. Demonstrated analytical and problem-solving skills that allow for optimization of asset management processes. Proven IT Operations Management (ITOM) expertise, including Discovery, Service Mapping, Event Management, and Hybrid Cloud Monitoring (AWS, Azure). Enhanced visibility, automation, and control over multi-cloud environments, driving service optimization across hybrid infrastructures. Skilled in integrating AI-driven automation tools, including Predictive Intelligence, AIOps, and NowAssist, proactively detecting, analyzing, and resolving issues, resulting in a 25% reduction in incident resolution times. Implemented automation to enhance service response time and incident management efficiency. Extensive experience with CMDB, improving data integrity, CSDM alignment, and utilizing ETL processes for seamless data integration across hybrid infrastructures. Focused on improving the accuracy and reliability of configuration management and dependency mapping. Proficient in ServiceNow scripting and customization, using JavaScript, Glide APIs (GlideRecord, GlideForm), HTML, CSS, AngularJS, React, and Node.js to extend platform functionality, improve user experience, and ensure service delivery aligns with business objectives. Strong expertise in ITSM, automating core workflows such as Incident, Problem, Change, Service Request, and Knowledge Management. These optimizations resulted in better service delivery, improved SLA adherence, and reduced manual intervention. Hands-on experience with ITBM tools, including PPM, Demand Management, and Agile modules, optimizing resource allocation, project delivery, and financial tracking. Ensured IT investments were strategically aligned with business needs and objectives. GRC and IRM expertise, including automating policy compliance, risk assessments, and audit tracking, in alignment with regulatory standards such as GDPR, HIPAA, CCPA, and ISO 27001. Automated regulatory workflows to ensure continuous compliance and minimize organizational risk. Deep knowledge of SecOps, Vulnerability Response, and SBOM modeling, integrating security tools like Qualys and Splunk for proactive security incident management. Enhanced organizational security posture by streamlining response times and improving visibility into vulnerabilities. Advanced proficiency in HRSD, automating employee workflows, integrating with Workday/SAP, and enhancing employee experience via Employee Center Pro. Focused on improving time-to-completion for HR tasks, ensuring better onboarding and offboarding processes. Extensive experience in ServiceNow integrations, leveraging REST/SOAP APIs, Integration Hub, Orchestration, mTLS, and ETL pipelines for seamless data exchange between internal and external systems. Integrated with multiple third-party tools to automate processes and enhance service delivery. Proficient in MID Servers for secure data collection, BigPanda integration for alert correlation, and SolarWinds/Dynatrace for real-time ITOM monitoring. Leveraged these tools to ensure operational continuity and real-time service visibility. Developed Performance Analytics dashboards, providing real-time insights into ITSM, ITOM, GRC, APM, and CMDB health metrics. These dashboards provided data-driven insights that empowered teams to make informed decisions and improve service operations. Solid background in UX/UI design, enhancing Service Portal experiences with AngularJS, HTML5, CSS3. Collaborated with design teams for wireframes, prototypes, and accessibility enhancements, improving portal user experience across devices. Expertise in the full SDLC, including requirement gathering, solution design, development, testing, deployment, and maintenance of scalable ServiceNow applications, ensuring optimal platform performance and delivering high-quality solutions.

 Accomplished IT professional with 9 years of extensive experience, including 3 years specializing in ServiceNow ITSM Development and Administration. Diverse expertise in multiple ServiceNow modules such as Incident Management, Change Management, Problem Management, SLAs, ACLs, and Service Catalog management. Proficient in utilizing Glide Record for efficient data handling based on business requirements. Dedicated to delivering tailored ITIL frameworks and agile solutions to optimize customer satisfaction. 

With over 6 years of experience, I have honed my skills as a ServiceNow developer, specializing in configuring and customizing ServiceNow ITSM,CMDB,ITOM,ITSM and ITBM modules tailored to mobile repairing operations. Collaborating closely with mobile repair teams, I've adeptly gathered business requirements and translated them into efficient workflows for incident and change management within ServiceNow. Additionally, I've implemented Service Catalog items to streamline the process of requesting repair services and spare parts. Moreover, I've provided comprehensive user training and support to ensure smooth adoption and utilization of ServiceNow solutions in the mobile repair domain. With a proven track record of delivering successful ServiceNow implementations and driving process improvements, I excel in leveraging technology to enhance operational efficiency and drive business outcomes.

A Qualified IT Professional with 6 plus years of experience as a ServiceNow Administrator/Developer. Deep functional and technical knowledge of the ServiceNow platform as well as experience delivering small to medium-scale Service Now implementations.

Prasenjit Mitra

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ServiceNow Developer

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Bachelor of Computer Applications -

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ServiceNow Developer

Bachelor of Computer Applications -

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