Prafullchandra Vadingekar

Over 13 years of IT experience, including 9 years specializing in ServiceNow development and implementation, with a strong focus on ITSM modules like Incident, Problem, Change, and Release Management.

Extensive expertise in ServiceNow configuration and customization, leveraging Business Rules, UI Policies, Client Scripts, UI Actions, and Script Includes to deliver tailored solutions that align with client requirements.

Proven proficiency in Virtual Agent implementations, developing over 200 custom topics, and integrating Natural Language Understanding (NLU) for enhanced user interactions.

Hands-on experience with Flow Designer, Workflow Designer, and IntegrationHub, enabling streamlined processes and seamless third-party integrations through REST, SOAP, and Graph APIs.

Deep understanding of Cloud Provisioning and Governance (CPG), delivering solutions across Azure, AWS, and GCP environments, and automating processes with Ansible Playbooks and Terraform.

Strong experience in Agile methodologies, including requirement gathering, sprint planning, and delivering enhancements from development to production environments across multiple projects.

Proficient in ServiceNow platform management, including instance upgrades, catalog item development, email notification configuration, and inventory management automation.

Skilled in creating dashboards, performance analytics, and KPIs, providing actionable insights to improve ITSM process efficiency and decision-making.

Recognized for a solutions-oriented approach, delivering high-quality results within tight deadlines, while maintaining excellent communication and collaboration with clients and stakeholders.

Implemented the HP/MF service manager tool on the client side. (Both vertical and horizontal scaling.)

I worked on the modules below to fulfill the client requirements.

1. Service Desk Management.

2. Incident Management.

3. Change Management.

4. Configuration Item Management

5. Service Level Agreement Management

6. Availability Management

7. Capacity Management

8. Service Catalog

9. Knowledge Management & Smart Analytics

Worked below in-built utilities/functions.

Process Designer

Form Designer

Format Control

Links

DBdict

Database

Datadict

Table

Triggers

Script Library

RAD applications

Display Options

Display Screen

Notification

HTML Email

SLA and SLOs

Workflows

Workflow Phase.

Rulesets

Actions

Integration between different HP OpenView tools is done, such as HPSM-BSM, HPSM-uCMDB, and HPSM-Connect IT.

Integration between ServiceDesk Plus (ManageEngine), ServiceNow, and BMC Remedy using REST API.

The configuration of LDAP has been completed for authentication based on AD credentials.

Having a good knowledge of the document engine (object, process, states).

• Troubleshooting the HP OpenView tool, Service Manager.
• Creating views and notifications according to customer requirements.
• Creating new fields in the dbdict.
• Troubleshooting of SLA in the incident and interaction module.
• Troubleshooting on change, incident, and configuration, and service desk management.
• And integration of SM and uCMDB.

• Handling client-side issues.
• Auditing the calls.
• Maintaining Quality Reports Day-to-Day.
• Day-to-day performance analysis.
• Giving feedback to the agent, along with the team lead.
• Confidence building, and logic building for the team.
• Weekly review of the team.
• Keep the team up to date every day on the newly added changes in the product through sessions.