Vikas Gupta

•Reduced customer case resolution time by 30–35% by implementing and integrating ServiceNow CSM with multiple enterprise systems, streamlining end-to-end support workflows. •Leveraged ServiceNow Now Assist (AI capabilities) to enhance agent productivity by enabling automated summarization of incidents and cases, reducing manual effort and improving response times. •Applied AI-powered search and virtual agent enhancements to deliver more accurate, context-aware responses, improving self-service adoption and overall user experience. •Eliminated data silos across 15+ tools by designing REST/SOAP integrations, enabling real-time data exchange and improving operational visibility. •Improved service delivery efficiency by ~40% by standardizing CSM workflows and implementing best practices for case management and escalation. •Increased CMDB data accuracy to 95%+ by designing a robust CMDB strategy aligned with ITIL and automating CI lifecycle updates. •Reduced manual effort by 50% by automating data ingestion from Excel and email using Flow Designer and inbound email actions. •Enhanced cloud asset visibility and cost control by extending CMDB with critical attributes like resource IDs, regions, and cost centers. •Improved audit readiness and asset governance by conducting enterprise-wide hardware inventory assessments and aligning with compliance standards. •Boosted user adoption and process compliance by delivering targeted CMDB training sessions and governance workshops.

•Established GRC and SecOps integration from scratch, enabling centralized risk visibility and improving compliance tracking across the enterprise.. •Reduced security incident response time by ~30% by customizing and optimizing SecOps workflows and Security Incident lifecycle. •Improved risk assessment efficiency by 35% by automating risk scoring and triggering assessments to application owners. •Supported implementation of AI-driven recommendations and content generation within workflows, helping streamline decision-making and standardize responses across ITSM/CSM processes. •Improved operational trust and decision accuracy by applying strong AI governance, data quality controls, and model validation practices within a public sector ServiceNow environment, ensuring responsible adoption of AI capabilities while maintaining compliance, consistency, and reliable enterprise-wide outcomes. •Eliminated manual data handling by implementing REST integrations across ITSM modules, ensuring seamless and real-time data exchange. •Increased SLA compliance and response consistency by automating notifications and escalations through scheduled jobs. •Enhanced security incident intake by enabling multi-channel creation (email, portal, integrations), improving reporting coverage and response readiness. •Played a key role in modernizing legacy security operations processes into a centralized ServiceNow SecOps platform, improving cross-functional collaboration and reducing incident handling delays.

-Transformed multi-system operations by implementing ServiceNow eBonding across 20+ tools, eliminating duplicate ticketing and reducing cross-platform resolution time by ~30% while improving data consistency. -Drove enterprise cloud automation strategy by implementing ServiceNow Cloud Management (AWS & Azure) with Ansible orchestration, cutting provisioning time from days to minutes and enabling self-service infrastructure at scale. -Led end-to-end ServiceNow platform architecture and delivery (ITSM, ITOM, ITBM), standardizing processes across multi-site/global environments and improving service delivery efficiency by 25–40%. -Established a high-accuracy CMDB (95%+ data reliability) using Discovery and governance frameworks, enabling real-time service mapping, impact analysis, and faster incident resolution. -Engineered a threat-adaptive SecOps orchestration framework in ServiceNow that dynamically altered incident workflows, escalation paths, and analyst assignments based on live threat intelligence severity and asset exposure scores.

-Built an intelligent alert fatigue reduction model within ServiceNow SecOps that correlated recurring low-confidence alerts against historical incident patterns, reducing analyst overload and improving high-priority threat visibility. -Implemented autonomous containment-trigger integrations with security platforms that initiated predefined remediation actions directly from ServiceNow SecOps playbooks, significantly reducing response latency during critical incidents. -Delivered end-to-end ServiceNow ITSM implementation (Incident, Problem, Change, Major Incident), standardizing processes and reducing incident resolution time by ~30% while improving SLA adherence. -Achieved 95%+ CMDB data accuracy by implementing Discovery across on-prem and AWS environments, enabling real-time asset visibility and faster impact analysis. -Strengthened enterprise security and user access efficiency by implementing LDAP/SSO (Okta), reducing login issues and improving authentication reliability across the platform. -Improved user experience and service request fulfillment speed by ~40% by developing optimized Service Catalog UI, client scripts, and dynamic forms, driving higher adoption and reduced manual intervention.

-Established enterprise-wide visibility across IT infrastructure by leading end-to-end ITOM implementation (Discovery, CMDB, Event Management, Service Mapping), enabling faster root cause analysis and reducing incident resolution time by ~35%. -Achieved 95%+ CMDB accuracy and real-time asset intelligence by implementing Discovery across complex environments, eliminating manual tracking and improving service impact analysis. -Enabled proactive incident detection and reduced outages by integrating Event Management with enterprise monitoring tools, improving alert correlation and response efficiency. -Automated high-volume service requests using Orchestration, reducing manual effort by ~40% and accelerating fulfillment for critical business services.