ServiceNow ITSM Consultant Resume Title within 8 Words: ServiceNow

Pamarthi HARIBABU

ITSM- SERVICE NOW/ SNOW

Contact No.: 938*******

Mail Address: ********************@*****.***

Professional Summary

ServiceNow ITSM Consultant with 7+ years of progressive experience across technical support, ITSM operations, and enterprise ServiceNow implementations. Proven expertise in Incident, Problem, Change, Request, Knowledge, Service Catalog, SLA, and CMDB modules, with strong alignment to ITIL best practices. Experienced in requirement gathering, fit-gap analysis, solution design, workflow customization, integrations, reporting, and dashboards to optimize IT service delivery. Adept at L2/L3 support, UAT, deployments, integrations (REST/SOAP), CMDB management, and stakeholder collaboration, delivering scalable and compliant ServiceNow solutions in enterprise environments.

Technical Skills

Category

Skills

ServiceNow Platform

Incident Management, Problem Management, Change Management, Request Management, Knowledge Management, Service Catalog & Request Fulfilment, SLA Management, CMDB, Discovery, Service Mapping, User Administration, Roles & ACLs

Configuration & Customization

Business Rules, Client Scripts, UI Policies, Workflows, Flow Designer, Catalog Items, Record Producers, Notifications, Approval Workflows, Forms & Field Customization

Integrations & Data Management

REST APIs, SOAP APIs, MID Server, Import Sets, Transform Maps, Data Sources, Scheduled Imports

Reporting & Dashboards

Reports, Dashboards, KPI Tracking, SLA Monitoring, Performance Analytics (Basic)

ITSM Operations & Support

L2/L3 Support, Incident Troubleshooting, Problem Analysis, Root Cause Analysis, UAT Support, Production Deployments, Upgrades, Patching

Methodologies & Frameworks

ITIL v3/v4, SDLC, Agile, Waterfall

Tools & Others

ServiceNow Studio, Update Sets, Documentation, SOP Creation

Professional Experience:

Capgemini

Oct 2024- Till Date

Service Now ITSM – Consultant (CMDB)

Responsibilities:

• Implemented and configured ITSM modules including Incident, Problem, Change, Request, Knowledge, and CMDB based on business requirements.

• Performed requirement gathering, workshops, and fit-gap analysis with stakeholders to translate business needs into ServiceNow solutions.

• Designed and customized workflows, business rules, client scripts, UI policies, and catalog items to automate IT service processes.

• Configured Service Catalog, Request Fulfilment, and SLAs to improve service delivery and compliance.

• Managed CMDB configuration, class modelling, relationships, and data integrity using Discovery and Service Mapping.

• Developed reports and dashboards for operational metrics, KPIs, and SLA tracking.

• Supported integrations with third-party tools using REST/SOAP APIs, MID Server, and data imports.

• Provided UAT support, resolved defects, and ensured smooth production deployment.

• Handled user access, roles, ACLs, and security best practices.

• Delivered post-implementation support, enhancements, and platform optimization.

• Created technical documentation, SOPs, and provided knowledge transfer to support teams.

Datamatics Global Services private Limited

Feb 2022- Aug 2024

Incident Management- ITSM (ServiceNow, CMDB)

Responsibilities:

• Worked as a ServiceNow ITSM Consultant supporting enterprise clients across Incident, Problem, Change, Request, and Knowledge Management modules.

• Configured and customized ITSM workflows, forms, UI policies, business rules, client scripts, and notifications based on ITIL best practices.

• Implemented and enhanced Incident, Problem, Change, Service Catalog, SLA, and CMDB functionalities to improve operational efficiency.

• Performed requirement gathering, gap analysis, and translated business needs into ServiceNow technical solutions.

• Designed and maintained Service Catalog items, approval workflows, and request fulfilment processes.

• Created reports and dashboards for operational metrics, SLA compliance, and management insights.

• Worked on integrations using REST/SOAP APIs and handled data imports using Import Sets and Transform Maps.

• Provided L2/L3 support, troubleshooting platform issues, resolving production incidents, and performing root cause analysis.

• Supported UAT, deployments, upgrades, and patching activities, ensuring minimal disruption to business operations.

• Collaborated with cross-functional teams (infra, apps, security) and ensured adherence to ITIL processes and governance standards.

Srijan Spectrum

Jun 2021 - Jul 2021

Technical Support (L3)-Servicenow

Responsibilities:

• Worked as a Technical Support Specialist Handling Incident and Request tickets using ServiceNow.

• Provided L1/L2 support by troubleshooting hardware, software, and access-related issues.

• Performed ticket triage, prioritization, and escalation while ensuring SLA compliance.

• Coordinated with L3 teams and maintained accurate ticket documentation.

• Followed ITIL processes and contributed to knowledge base updates.

Pisces Eservices

Jul 2018- Jul 2019

ITSM – Technical support

• Handled ServiceNow ITSM P3 incidents, ensuring resolution within defined SLAs.

• Performed detailed troubleshooting and root cause analysis to restore impacted services.

• Coordinated with cross-functional and L3 teams for timely fixes and permanent solutions.

• Updated tickets with accurate work notes, resolution details, and user communication.

• Ensured adherence to ITIL processes and maintained service stability.

Team Lease - May 2018- Jun 2018 - Technical Support Specialist

Jayabheri - Oct 2017- May 2018- Customer support specialist

Education: B. Tech JNTU YDERABAD

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