Swapnil Garad - ServiceNow Developer - Cognizant

Summary

As a ServiceNow Developer at Cognizant, I led the end-to-end design and administration of the CSM suite, transforming manual processes into automated Case Management workflows. I developed a user-centric Customer Mobile App and a custom Service Portal, showcasing exceptional UI/UX and project management to drive Case Deflection.

Demonstrating prowess in CMDB and Proactive Service, I linked infrastructure health to Customer Assets for seamless external user experiences. I have in-depth experience customizing Service Contracts and Entitlements, using REST APIs and data reporting to engage stakeholders and drive operational efficiency across the CSM and ITSM landscape

Overview

4

years of professional experience

3

years of post-secondary education

Work History

ServiceNow Developer

Cognizant

Pune

11.2021 - Current

Case Management: Managed the end-to-end lifecycle of Customer Cases, including routing, escalation, and resolution for external B2B and B2C clients.
Account & Contact Management: Configured and maintained the Customer Data Model, ensuring proper relationships between Accounts, Contacts, and Partner organizations.
Customer Service Portal: Developed a high-performance Consumer Service Portal from scratch, featuring a simplified UI for customers to track their cases and search the Knowledge Base.
Entitlements & SLAs: Configured Entitlements to verify customer support levels and applied specific Case SLAs based on contract agreements.
Integrations: Developed REST API-based integrations for ServiceNow-to-ServiceNow synchronization, allowing seamless case hand-offs between customer and vendor instances.
Proactive Support (NOC Link): Integrated external monitoring tools via REST APIs to enrich CIs in the CMDB, enabling the support team to identify customer-impacted assets before a case was even raised.
Visibility & Security: Created and customized ACLs to ensure strict data separation (Domain Separation/Multi-tenancy) so customers could only see their own accounts.
Catalog & Record Producers: Created specialized Customer Service Catalogs and Record Producers to capture structured data directly from the portal.
Scripting: Developed complex Business Rules, Script Includes, and Client Scripts to automate case assignment based on Account priority.
Analytics: Designed Customer Dashboards and scheduled reports for account managers to track CSAT (Customer Satisfaction) and resolution trends.

Education

Bachelor of Science -

Solapur University

Solapur

07.2017 - 10.2020

Skills

CSM Implementation: Configured Case Management workflows, managing the Account and Contact hierarchy to ensure strict data isolation for B2B customers
Customer Portal (UI/UX): Built a custom Customer Service Portal from scratch using Widgets, HTML, and CSS to improve the external user experience and drive Case Deflection
Entitlements & SLAs: Implemented Service Contracts and Entitlements to automate support eligibility and track Case SLAs based on customer agreements
Technical Automation: Developed Catalog Items, Record Producers, and Virtual Agent flows to automate common customer requests

Integrations (JSON/REST): Built REST API integrations using JSON to sync Case data between ServiceNow and external customer databases
Proactive Support: Leveraged CMDB and ITOM data to identify impacted Customer Assets, enabling proactive notification to affected Accounts
Platform Management: Handled Update Sets, Application Repositories, and ACLs for secure deployment and version control

Certifications

ServiceNow Administrator
ITIL Foundation Certification.
AWS Certified: Cloud Practitioner
Six sigma : Yellow Belt
Microsoft Certified: Azure