Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Vishal Raina

Delhi

Summary

Qualified IT Professional with 7+years of total experience including 7 years of experience as a ServiceNow Developer. Excellent verbal and written communication skills - able to present information, status, and issues in a clear and concise manner with the goal of driving to a decision. A passionate, articulate, goal-oriented and dynamic professional with a successful background in Requirement Gathering, Technical Documentation, Release, and experienced Software Developer in ServiceNow.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Senior Software Developer (Custom Application, HRSD, ITSM)

IDFC First Bank
06.2024 - Current
  • Custom Applications & Forms
    Built multiple custom ServiceNow applications including Register Digitalization, Disaster Recovery Calendar, and Snowflake User Management, improving record-keeping, scheduling, and access management efficiency across the organization.
    Enhanced Application Access Request form with conditional logic (AD Account vs. Service Account), improving usability and reducing approval turnaround time.
    Designed and automated workflows for Snowflake Tenancy Onboarding including script generation and Git integration upon approval.
  • Integrations
    Implemented ServiceNow–Salesforce integration to auto-create Salesforce Cases from ServiceNow tasks using OAuth and REST APIs.
    Developed ServiceNow–Workiva integration for automated AD access requests via REST APIs.
    Built Treasury Onboarding export using Scheduled Data Export and MID Server PowerShell script, transferring data securely to an FTP server.
    Integrated Adaptive Shield with ServiceNow, resolving permissions issues and recommending OAuth 2.0 upgrade for secure authentication.
    Scoped ServiceNow–Pyramid integration to import group data daily into a custom table via scheduled imports/REST, enabling accurate group management.
  • Automation & Platform-Level Enhancements
    Created a platform-wide solution to auto-delegate all pending approvals, tasks (Incidents, Changes, Problems, Requests, etc.) to a delegate user before the last working day, ensuring business continuity.
    Implemented Mobile CMDB solution with a custom table for mobile asset management and line-of-service allocation, aligned with CMDB best practices.
  • Reports, Scheduling & Operations
    Implemented Bulk Uploads and Automated Scheduled Reports for branch distribution lists, enabling proactive tracking of pending actions.
    Supported RBI Audit with timely bug fixes, compliance support, and hypercare.
    Led internal Scrum calls, managing day-to-day operations, coordinating with business and technical teams, and driving delivery of enhancements.Worked on Internal Bank Business Requirements.
  • Created a custom application to Digitalize all the Registers being used in Wholesale and Retail branches PAN India. This resulted in proper record keeping for Registers, Time Management, better reporting. Implemented the Bulk upload functionality along with the scheduled Reports for each Branch DL every day to keep a tab on all pending actionable items.
  • Created a one stop solution on platform level solution to automate the assignment of all pending approval, tasks (inc, change, problem, request etc.) to the delegate user before last working day.
  • Created Custom application for Disaster Recovery calendar.
  • Supported team during RBI Audit for bug fixes and hyper care.
  • Managing day to day operations with Business team and internal team by leading the internal Scrum call and helping with the challenges faced by team.

ServiceNow Consultant (Service Portal, HRSD, ITSM)

Resources global professionals
06.2022 - 06.2024
  • Partnered with business stakeholders and process owners to gather functional requirements, translate them into technical specifications, and deliver scalable ServiceNow solutions.
  • Developed and customized Service Portal pages and widgets, including cloning OOTB widgets and building custom widgets such as Bulk Approval for Managers, improving efficiency and user experience.
  • Implemented advanced ServiceNow customizations including Client Scripts, UI Policies, UI Actions, Script Includes, Business Rules, Workflows, Reports, Data Imports/Exports, and Notifications, ensuring platform alignment with business needs.
  • Designed and configured Service Catalog items, including flows and actions in Flow Designer, enhancing request automation and reducing manual intervention.
  • Created custom UI actions (buttons, context menus) on forms and lists to streamline user interactions and improve productivity.
  • Built HTML-based email templates and integrated them with ServiceNow notifications for professional, business-aligned communication.
  • Developed Business Rules and Script Includes (invoked in Client Scripts and Catalog Scripts) to implement re-usable logic across applications.
  • Engineered automation solutions including automatic PDF generation via Business Rules, reducing manual effort and ensuring standardized documentation.
  • Collaborated with QA teams and business users to conduct quality assurance and user acceptance testing (UAT), ensuring high-quality releases and adherence to client requirements.

ServiceNow Developer (ITSM, CSM, Integrations)

Balihans
05.2021 - 04.2022
  • Managed day-to-day ServiceNow platform operations, ensuring stability, performance, and adherence to ITSM best practices.
  • Designed and implemented third-party integrations to maintain seamless data flow between external systems and ServiceNow, improving cross-platform visibility.
  • Configured custom Case tables and extended ITSM modules to meet unique business requirements.
  • Developed Service Portal pages and custom widgets, enhancing self-service capabilities and user experience.
  • Translated business requirements and technical design documents into end-to-end ServiceNow applications with scalable workflows and automation.
  • Specialized in ITSM processes (Incident, Problem, Change, Request, SLA Management), with hands-on expertise implementing workflows, SLAs, and Catalog automation.
  • Built ServiceNow forms from scratch, leveraging advanced customizations (UI Macros, UI Pages, UI Scripts) to address complex requirements.
  • Developed numerous Business Rules, Client Scripts, Catalog Client Scripts, and UI Policies, using GlideRecord operations for efficient server-side processing.
  • Authored Knowledge Articles to standardize processes and document catalog item development, ensuring knowledge retention and reusability.

ServiceNow Developer (ITSM, Custom Applications)

Advance Solutions
03.2019 - 04.2021
  • Delivered multiple ITSM and custom application projects, with primary focus on Incident, Change, Request, and SLA Management.
  • Actively participated in Agile ceremonies including daily scrums, sprint planning, reviews, and retrospectives, ensuring timely delivery of sprint commitments.
  • Designed and implemented new functionalities using UI Policies, Data Policies, and Workflow Designer, improving process automation and user experience.
  • Collaborated with business analysts to design and modify Service Catalogs and Request Workflows, aligning technical design with business needs.
  • Developed and maintained reusable workflows for Incident, Change, Service Requests, and SLAs, enabling standardization across modules.
  • Created and maintained users, roles, and groups, and performed regular data loads into ServiceNow using Import Sets and Transform Maps on daily, weekly, and ad-hoc basis.
  • Designed dashboards and reports to provide IT management with actionable insights and weekly performance metrics.
  • Managed and executed scheduled jobs to automate data imports and synchronization, ensuring accuracy and timeliness of critical data.
  • Authored and maintained documentation including business process flows, functional requirements, and information flow diagrams across business streams.
  • Ensured platform integrity across production and non-production environments, adhering to governance standards and best practices.
  • Provided production support for ServiceNow applications, investigating and resolving issues to maintain system availability and user satisfaction.

Jr. Software Developer

Mamsys
10.2018 - 03.2019
  • Assisted Senior Developers in implementing and enhancing application modules, gaining hands-on experience in the software development lifecycle.
  • Worked as a Web Developer, designing and developing websites using JavaScript, HTML, and CSS, ensuring responsive and user-friendly interfaces.
  • Contributed to two full-cycle projects, including requirement analysis, development, testing, and deployment, building a strong foundation in front-end development.

Education

Bachelor of Technology - CSE

Maharaja Agrasen University
05.2019

Skills

  • ITSM
  • CSM
  • Custom Applications
  • Service Portal
  • Integrations

Websites

Certification

  • CSA Certified
  • CIS - ITSM
  • Micro-Certification - Agile and Test Management Implementation
  • Micro-Certification - Integration Hub
  • Micro-Certification - Automated Test Framework

Timeline

Senior Software Developer (Custom Application, HRSD, ITSM)

IDFC First Bank
06.2024 - Current

ServiceNow Consultant (Service Portal, HRSD, ITSM)

Resources global professionals
06.2022 - 06.2024

ServiceNow Developer (ITSM, CSM, Integrations)

Balihans
05.2021 - 04.2022

ServiceNow Developer (ITSM, Custom Applications)

Advance Solutions
03.2019 - 04.2021

Jr. Software Developer

Mamsys
10.2018 - 03.2019

Bachelor of Technology - CSE

Maharaja Agrasen University

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Vishal Raina