ROHIT RAWAT
Delhi NCR
Summary
IT professional with over 8+ years of experience, including 4+ years as a ServiceNow Developer specializing in ITSM development and customization. Proficient in Business Rules, Client Scripts, UI Policies, Flow Designer, Service Catalog, and ACLs, with a strong foundation in core ITIL processes. Demonstrated expertise in utilizing Now Assist for incident summarization and executing ServiceNow integrations via REST APIs. Basic CMDB knowledge, including CI classes, relationships, and maintaining CMDB health.
Overview
8
8
years of professional experience
1
1
Certification
Work History
ServiceNow Developer
Rackspace Technology
08.2023 - Current
- Implemented ITSM modules including Incident, Problem, Change, and Request Management
- Automated business processes using Flow Designer
- Developed and customised ServiceNow modules with Business Rules, Client Scripts, Script Includes, and UI Policies to enhance functionality and user experience
- Integrated ServiceNow with third-party systems via REST APIs to streamline data exchange and improve system interoperability
- Configured Now Assist to automate ticket categorisation and resolution, reducing manual effort and enabling faster incident handling
- Designed Service Catalog items, Record Producers, and Approval Workflows
- Created and maintained ACLs and role-based access controls
- Performed platform upgrades, patching, and instance management
- Supported UAT, production deployments, and post-production issues
- Collaborated with stakeholders to deliver scalable solutions
- Designed ATF test suites to validate Incident creation, assignment, state transitions, and closure.
- Implemented ATF scenarios to ensure proper validation of ACLs, roles, and user access controls.
ServiceNow Administrator / Junior Developer
Rackspace Technology
04.2022 - 08.2023
- Administered and supported ServiceNow ITSM platform to ensure optimal functionality and user satisfaction
- Configured forms, lists, UI policies, client scripts, and notifications to enhance user experience and operational efficiency
- Managed users, roles, groups, and access controls to maintain security and streamline access
- Supported Incident, Change, Problem, and Request fulfillment
- Created reports and dashboards
- Assisted developers with testing and documentation
Service Delivery Associate
Rackspace Technology
04.2020 - 04.2022
- Achieved highest NPS across managed accounts
- Managed SMB accounts to drive Microsoft 365 adoption and ensure seamless renewals
- Resolved escalations by collaborating with technical teams to deliver effective solutions
- Developed adoption playbooks and FAQs to support user onboarding and enhance customer experience
- Trained new Microsoft 365 team hires
Incident Specialist
Iron Systems India Pvt. Ltd
11.2019 - 04.2020
- Managed P1, P2, and P3 incidents to ensure timely resolution within SLA
- Facilitated incident bridge calls to enhance communication and collaboration during incident resolution.
- Provided resolutions, workarounds, RCA updates to enhance incident management
- Coordinated with vendors, OEMs, project managers to facilitate incident resolution
- Maintained incident documentation in ServiceNow
IT Analyst
HCL Technologies
12.2017 - 11.2019
- Managed ticketing system, prioritising and resolving IT queries to meet service level agreements.
- Addressed P2 and P3 incidents to ensure timely resolution and minimise service disruption.
- Diagnosed and resolved technical issues for customers via phone, email, and remote access tools, improving client satisfaction and reducing downtime.
- Provided remote support to users, diagnosing problems and implementing solutions promptly.
- Defined incident priorities and escalation procedures to enhance response efficiency and clarity.
- Enhanced incident response processes and documentation to ensure clarity and consistency in handling incidents.
- Developed and maintained comprehensive documentation of technical procedures, user guides, and troubleshooting steps to support knowledge sharing.
- Coordinated with external support services to resolve complex technical problems that required specialised expertise.
Education
Bachelor of Technology - Electronics and Communication Engineering
Uttarakhand Technical University
Dehradun01.2016
Certification
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Micro Certification – Agentic AI Executive
- Micro-Certification - Automated Test Framework
- ServiceNow Micro-Certification – Predictive Intelligence
- ServiceNow Micro-Certification – Flow Designer
- ITIL v4 Foundation
Timeline
ServiceNow Developer
Rackspace Technology
08.2023 - Current
ServiceNow Administrator / Junior Developer
Rackspace Technology
04.2022 - 08.2023
Service Delivery Associate
Rackspace Technology
04.2020 - 04.2022
Incident Specialist
Iron Systems India Pvt. Ltd
11.2019 - 04.2020
IT Analyst
HCL Technologies
12.2017 - 11.2019
Bachelor of Technology - Electronics and Communication Engineering
Uttarakhand Technical University