Vishal Yadav
Bengaluru
Summary
ServiceNow Certified Professional with 5+ years of experience in designing, developing, and implementing enterprise-grade solutions across ITSM, ITOM, CSM, HRSD, and Integration modules. Proven track record of delivering end-to-end ServiceNow implementations, driving automation, improving service delivery, and aligning IT with business goals.
Overview
5
5
years of professional experience
1
1
Certification
Work History
ServiceNow Consultant
Ernst And Young
12.2022 - Current
- Led end-to-end implementations and enhancements of ServiceNow ITSM modules from initial requirement gathering through to production rollout across multiple global accounts.
- Integrated the Site Manager tool with ServiceNow CMDB to automatically ingest infrastructure, location, and asset metadata into respective Configuration Item (CI) tables.
- Developed comprehensive audit logging and error-handling mechanisms to track integration failures and ensure complete traceability for all site-related data updates.
- Implemented and managed ServiceNow Discovery schedules, probes, and sensors to maintain an accurate, real-time CMDB across multiple environments.
- Designed and configured Identification and Reconciliation Engine (IRE) rules and pre-processing scripts to ensure clean, deduplicated CI ingestion and reduce partial or junk entries.
- Integrated ARMIS Cybersecurity Platform with ServiceNow Discovery and CMDB to ingest and normalize Operational Technology (OT) device data across industrial environments.
- Contributed actively to CMDB health and compliance by automating dashboards to track completeness, correctness, and regulatory alignment.
- Led initiatives to identify and eliminate duplicate CIs in ServiceNow CMDB, enhancing system performance and improving overall CMDB integrity.
- Configured duplicate detection filters and established reconciliation precedence rules to prevent CI duplication from Discovery and third-party integrations.
- Designed and implemented a proof of concept (POC) on ServiceNow Subscription and License Management, focusing on user entitlement tracking, license allocation, and compliance enforcement.
- Developed dashboards to monitor license consumption, identify unused entitlements, and provide stakeholders with actionable cost-saving insights.
- Experienced in ServiceNow Event Management: configured event mapping rules, event transform rules, and alert rules to generate actionable incidents and drive operational awareness.
- Created custom events and event-based scheduled notifications triggered by log entry conditions.
- Delivered full-scale case management workflows in ServiceNow CSM for external customers, ensuring SLA compliance and streamlined case resolution processes.
- Utilized Account, Contact, and Contract relationships to enforce customer-specific case routing and workflow policies.
- Leveraged Advanced Work Assignment (AWA) to automatically assign cases based on agent skills, availability, and case priority.
- Built HR Service Catalog items and record producers with conditional logic and role-based visibility to enhance end-user experience and service delivery.
- Customized HR services, lifecycle events such as onboarding and offboarding, and case templates tailored to employee type, region, and business unit.
- Integrated HRSD with Workday for real-time employee data synchronization and seamless process automation.
- Explored risk based questionnaires and scoring models for automated vendor risk classification within the TPRM module.
- Configured and executed tiering assessments to determine third-party criticality based on regulatory exposure, data sensitivity, and business impact.
- Acted as technical lead during major platform upgrades, clone activities, and post deployment validations to ensure stability and regression free rollouts.
- Experienced across all phases of the Software Development Life Cycle (SDLC), including application architecture, analysis, technical design, development, testing, performance tuning, configuration management, and release management.
- Worked closely with business stakeholders to gather requirements and translate them into effective and scalable ServiceNow configurations.
- Mentored junior developers and collaborated cross-functionally with architects, product owners, and security teams to deliver high-quality ServiceNow solutions.
System Engineer
Tata Consultancy Services
08.2020 - 11.2022
- Hands-on experience in ServiceNow platform as both an Administrator and Developer, managing configurations and customizations.
- Designed and developed scalable Service Catalog items, record producers, and multi step automated workflows using Flow Designer to streamline user request fulfillment and approvals.
- Developed advanced Business Rules, Client Scripts, and UI Policies to enforce complex business logic, improve user interface behavior, and ensure data integrity across forms and modules.
- Managed end-to-end Update Set lifecycle, coordinated User Acceptance Testing (UAT), and supported seamless deployments across development, test, and production environments.
- Participated in enterprise wide ServiceNow configuration, data migration, and documentation initiatives, ensuring accurate capture of requirements and audit ready deliverables.
- Delivered automated email intake workflows via Inbound Actions, reducing manual ticket creation by 60%.
- Created reusable Script Includes and enforced standardized development practices to maintain consistency, scalability, and reusability across the ServiceNow platform.
- Documented technical specifications, solution designs, and process flows to support development, testing, and future maintenance.
Education
Bachelor of Engineering -
Nitte Meenakshi Institute of Technology
Bengaluru, India01-2020
Skills
- IT service management
- ITOM
- CSM
- Event Management
- Integration
- Flow Designer
- CMDB
- Scripting
- TPRM
- System testing
Certification
CSA - Certified System Administrator
CAD - Certified Application Developer
CIS - ITSM
CIS - Discovery
ITIL
Awards
Emerging Extraordinaire
Award of Excellence
Spot on Award
Client Extraordinaire
Languages
English
Hindi
Kannada
Timeline
ServiceNow Consultant
Ernst And Young
12.2022 - Current
System Engineer
Tata Consultancy Services
08.2020 - 11.2022
Bachelor of Engineering -
Nitte Meenakshi Institute of Technology
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