Priyansh Sahu
Jabalpur
Summary
- Experienced ServiceNow Developer with 3.5 years of expertise in CSM and ITSM. Proven ability to design, develop, and implement customized applications, workflows, and integrations to optimize service delivery and enhance customer satisfaction. Strong skills in scripting, workflow automation, and user experience design.
- Developed and implemented custom ServiceNow applications to automate business processes and improve operational efficiency.
- Proficient in ServiceNow scripting with expertise in developing and implementing Business Rules, Client Scripts, Script Includes, UI Policies, and UI Actions.
- Designed and implemented automated workflows and processes using Flow Designer, significantly improving efficiency and reducing manual effort.
- Customized core ServiceNow modules (ITSM: Incident, Problem, Change, Request; CSM: Case, Order, Product) to meet specific business requirements.
- Enhanced user experience through Service Portal customizations, including custom UI components and Knowledge Base management.
- Proficient in data management, including data imports/exports, data validation, and maintaining data integrity.
- Strong understanding of ServiceNow security best practices, including role-based access control and data security measures.
- Collaborated effectively with business stakeholders to gather requirements, analyze needs, and deliver solutions that meet their objectives.
Overview
3
3
years of professional experience
1
1
Certification
Work History
ServiceNow Developer - CSM
Emergys Sherpa Technologies Pvt. Ltd
03.2023 - Current
- Led the development and implementation of comprehensive ServiceNow Customer Service Management (CSM) solutions.
- Translated complex business requirements into actionable technical specifications.
- Designed, configured, and customized CSM applications to optimize customer service operations.
- Developed and implemented custom scripts (Business Rules, Script Includes, UI Policies, UI Actions, Client Scripts) to automate processes and improve efficiency.
- Streamlined customer service processes by customizing workflows, Flows, and Out-of-the-Box (OOTB) widgets.
- Enhanced user experience through the implementation of AI search, localization frameworks, and custom portal designs.
- Assisted in the integration process with third-party applications to enhance system functionality.
- Created proofs of concept for innovative new solutions.
- Developed and maintained reports and dashboards to provide valuable insights into customer service performance.
ServiceNow Developer - ITSM
Emergys Sherpa Technologies Pvt. Ltd
09.2021 - 02.2023
- Developed and implemented ServiceNow ITSM solutions, including custom applications, business rules, and client scripts.
- Enhanced user experience with intuitive menus and modules within the ITSM framework.
- Automated IT service delivery processes through workflow customization and scripting within the ITSM framework.
- Designed and implemented custom tables, fields, and views to extend the functionality of ITSM modules.
- Improved data integrity within the ITSM environment with robust data validation rules (UI Policies, Data Policies).
Education
Bachelor of Engineering - Computer Science & Engineering
Shri Ram Group of Institution
Jabalpur, India06.2019
Class XII -
Govt. Boys Higher Secondary School
Barela, Jabalpur01.2015
Class X -
Man Kuwari Hansa High School
Barela, Jabalpur01.2013
Skills
- Service Now ITSM
- ServiceNow CSM
- Service Catalogue
- Custom Application Development
- Service Portal
- Language Translation
- AI search
- Knowledge management
- Glide API
- Reports & Dashboards
Certification
- Certified Application Developer - ServiceNow
- Certified System Administrator - ServiceNow
- Micro Certification - Integration Hub
- Micro Certification - Virtual Agent
- Micro Certification - Service portal
- Micro Certification - Flow Designer
- Micro Certification - Agile Development
- Micro Certification - Performance Analytics
- Micro-Certification - Configure the CMDB
- Micro-Certification - Automated Test Framework
Languages
English
Hindi
Personal Information
Date of Birth: 04/30/98
Timeline
ServiceNow Developer - CSM
Emergys Sherpa Technologies Pvt. Ltd
03.2023 - Current
ServiceNow Developer - ITSM
Emergys Sherpa Technologies Pvt. Ltd
09.2021 - 02.2023
- Certified Application Developer - ServiceNow
- Certified System Administrator - ServiceNow
- Micro Certification - Integration Hub
- Micro Certification - Virtual Agent
- Micro Certification - Service portal
- Micro Certification - Flow Designer
- Micro Certification - Agile Development
- Micro Certification - Performance Analytics
- Micro-Certification - Configure the CMDB
- Micro-Certification - Automated Test Framework
Bachelor of Engineering - Computer Science & Engineering
Shri Ram Group of Institution
Class XII -
Govt. Boys Higher Secondary School
Class X -
Man Kuwari Hansa High School
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