Ravi Gaurav

• Led solution ideation for enterprise clients, aligning innovation with business goals and RFPs.
• Partnered with cross-functional teams to evaluate feasibility and impact of new ServiceNow capabilities.
• Contributed to proposal designs, shaping delivery models and transformation roadmaps.
• Implemented Discovery optimization, enhancing CI accuracy and visibility in CMDB.
• Supported data quality improvements to maintain reliable configuration data.
• Collaborated with infrastructure teams to troubleshoot discovery gaps and credential issues.
• Participated in service mapping reviews, linking technical dependencies to business services.
• Reviewed integration approaches, supporting automation and data exchange between systems.

• Designed and delivered scalable ServiceNow solutions across ITSM, ITOM, and HRSD to align with business objectives and security controls. Built automated test framework suites to reduce manual testing and enhance release stability.
• Led solution design for catalog transitions and custom workflows, documenting architecture for stakeholder clarity.
  
• Delivered integrations with Jira, VersionOne, and external tools using REST APIs to enhance automation and data accuracy.
  
• Implemented ITOM Discovery and CMDB governance to improve CI completeness and prevent duplicates.
  Integrated AWS, Azure, and vCenter environments with Discovery for unified infrastructure visibility.
  
• Designed Service Mapping for critical services to support impact analysis and service-aware incident management.
  
• Developed custom discovery patterns while managing MID Servers to resolve connectivity and performance issues.

ITOM Discovery, CMDB and Service Mapping

• Configured Discovery Schedules, credential sets (Windows, SSH, SNMP), and MID Servers, ensuring secure connectivity and successful network scans.
• Troubleshot MID Server and credential issues, working with infra and network teams to resolve classification and port-related discovery failures.
• Implemented Discovery from scratch, including pre/post scripts, CI creation, and continuous tuning.
• Improved CMDB health by focusing on completeness, correctness, and compliance.
• Built Identification and Reconciliation rules to prevent duplicate records and maintain a single source of truth.
• Integrated AWS, Azure, and vCenter environments to achieve unified visibility across on-prem and cloud infrastructure.
• Designed service mapping models, including top-down mapping for application services such as Tomcat with MySQL backend.

Integrations and Automation

• Built end-to-end integrations between ServiceNow and third-party platforms like Jira, VersionOne, and other external tools using REST APIs.
• Designed REST messages, data transforms, and workflows to automate user creation, ticket sync, and data exchange.
• Implemented e-bonding to sync requests between multiple ServiceNow instances.
• Integrated catalog workflows with external platforms using custom scripts and run-script activities.
• Enhanced existing provisioning workflows and automated data loading using HTTPS, FTPS, SCP, XML, CSV, XLS, and JDBC sources.

ITSM Delivery

• Captured requirements, converted them into technical designs, and implemented platform enhancements.
• Built SLAs, ACLs, Catalog UI Policies, Client Scripts, and Business Rules to support ITSM processes.
• Developed workflows, execution plans, notifications, dashboards, and reports.
• Created catalog items, wizards, record producers, and guided catalog experiences.
• Managed data imports using Transform Maps and coalesce logic while preventing duplicates.
• Supported production releases, bug fixes, and post-deployment enhancements.

HRSD Delivery

• Delivered HRSD implementations covering onboarding, case management, knowledge, and employee service portal.
• Configured COE structure, services, roles, and secured access to sensitive data.
• Built employee journeys and user stories aligned with HR processes.
• Developed custom HR workflows, portal widgets, and knowledge content.
• Ensured compliance, secure access, and smooth HR case lifecycle automation.

• Identified end-user issues and modified SNOW application to meet requirements.
• Implemented SLAs, ACLs, Catalog Client Scripts, and Catalog UI Policies as needed.
• Utilized Glide Record to retrieve and update data based on various business conditions.
• Developed Service Portal functionality, ensuring streamlined workflow implementation.
• Created REST API Request in SNOW for efficient request construction and response viewing.

• Working with the custom application named eCase.
• Implemented SLAs, ACLs, Catalog Client Scripts, Catalog UI Policies as per the need.
• Creation of Custom table along of custom app built.
• Creation of Workflows and Execution plans for the catalog items in ServiceNow.
• Used Glide Record to retrieve and update data on different business conditions.