Vikas Pandit
Pune
Summary
Strategic and results-driven ServiceNow professional with over 18 years of comprehensive IT experience and 9+ years specializing in ServiceNow architecture, development, and administration. Proven expertise in steering Center of Excellence (CoE) initiatives, driving platform modernization through AI capabilities, and transitioning complex business requirements into scalable architectural solutions. Deep technical command over ITSM, CSM, HRSD, and data structuring (CMDB & CSDM) frameworks. An effective mentor and project leader dedicated to optimizing platform performance, security, and enterprise-wide adoption.
Overview
18
18
years of professional experience
Work History
ESM (ServiceNow) CoE Lead
SLB (Schlumberger)
Pune
10.2020 - Current
- Platform Leadership & Strategy: Spearhead the administration and advanced configuration of the enterprise ServiceNow platform within the CoE, ensuring optimal performance, scalability, and adherence to industry best practices.
- AI Adoption & Mentorship: Drive the strategic implementation of ServiceNow AI capabilities to accelerate workflows and modernize service delivery; actively mentor the development team on AI functionalities and best-in-class coding standards.
- Complex Integrations: Engineer seamless enterprise integrations between ServiceNow and third-party systems utilizing REST/Scripted REST APIs, Flow Designer, and Orchestration.
- Custom Application Development: Design, build, and deploy custom scoped applications and enhanced Service Catalog items to resolve complex business requirements and improve end-user experience.
- Architecture & Data Foundations: Architect robust data structures utilizing the Identification and Reconciliation Engine (IRE) and CSDM frameworks to maintain a healthy and accurate CMDB.
- Analytics & Reporting: Implemented and operationalized SnowMirror for data replication and reporting; collaborated with reporter teams to design interactive dashboards and metrics, delivering actionable insights for IT and business stakeholders and identifying trends for process improvements.
- System Lifecycle Management: Oversee end-to-end system upgrades, patch management, and new release deployments, proactively troubleshooting defects to ensure zero operational downtime.
Principal Software Engineer (ServiceNow)
Nisum Consulting Pvt. Ltd
Pune
03.2019 - 10.2020
- Implemented and optimized core ITSM modules (Incident, Service Level Management), streamlining operational workflows and reducing MTTR.
- Managed complex instance cloning strategies and executed platform upgrades to newer ServiceNow releases, ensuring system reliability.
- Led development and administration of ServiceNow platform through cross-functional Agile sprints, aligning with business processes.
ServiceNow Administrator
Infosys Ltd
Pune
06.2016 - 03.2019
- Core Administration: Administered Service Catalog, Incident, Problem, Change, and Asset Management modules to ensure optimal functionality and user experience.
- System Refinement: Maintained CMDB data integrity and executed data loads while managing user/group/role permissions to enhance system security and access.
- Continuous Improvement: Collaborated with cross-functional teams to identify process gaps, translating them into technical requirements for deploying effective workflows and system enhancements.
Previous Infrastructure & ITIL Support Roles
Infosys Ltd
Pune
02.2008 - 06.2016
- Senior Production Support Analyst (10/2012 – 06/2016): Coordinated ITIL processes (Incident, Change, Problem) using ServiceNow, developed Knowledge Base articles and application roadmaps to enhance operational efficiency.
- BMC Remedy Administrator (09/2011 – 10/2012): Managed installations, customizations, and version upgrades for BMC Remedy ITSM 7.x modules to ensure system reliability.
- EMC Documentum Administrator (02/2008 – 08/2011): Administered global content repositories, established security protocols (ACLs), and integrated platforms for enterprise clients to support content management needs.
Skills
- ServiceNow AI capabilities
- Platform governance
- Application development
- REST APIs
- JSON
- JavaScript
- Azure DevOps
- ServiceNow administration
Awards
- SLB Internal Bronze Award in 2 consecutive years (2021 & 2022). Recognized consecutively for delivering innovative showcase projects that demonstrated exceptional teamwork and substantial business impact.
Languages
English
Upper Intermediate (B2)
B2
Marathi
Native
Native
Hindi
Upper Intermediate (B2)
B2
Timeline
ESM (ServiceNow) CoE Lead
SLB (Schlumberger)
10.2020 - Current
Principal Software Engineer (ServiceNow)
Nisum Consulting Pvt. Ltd
03.2019 - 10.2020
ServiceNow Administrator
Infosys Ltd
06.2016 - 03.2019
Previous Infrastructure & ITIL Support Roles
Infosys Ltd
02.2008 - 06.2016