Pratik kumar

• Leading implementation of ServiceNow AI capabilities across Conversational, Agentic, and Analytics domains.
• Designed RAG-based pipelines for context-aware incident resolution and automation within ServiceNow
• Designed and integrated third-party AI/LLM solutions for conversational AI, prompt-based automation, and advanced analytics use cases.
• Enabling Conversational, Agentic and Analytical Ai implementations in the ServiceNow platform.
• Improved MTTR by 57% through real-time RCA, proactive detection, and automated Servicenow Flows.
• ServiceNow Integration of multiple monitoring tools like:
o OneView, vCenter, OpsRamp, LogicMonitor, Infosight and many more.
o Different SNMP (Nagios, Alletra, 3PAR etc) and SSO tools.
o Email integrations.
• Proficient in architecting integration frameworks using Push Connectors, Scripted REST APIs, and Connector Instances.
• End-to-end auto-remediation automations ensuring adherence to standard change management protocols from initiation to RITM closure.
• VM Provisioning automation for Azure & On-Premise private cloud.
• Built Auto-Rostering Automation to dynamically assign incidents to engineers, preventing SLA breaches and improving response time.
• Implemented Change management automation for scheduled CI maintenance & Alert suppression.
• ServiceNow integration app for HPE OneView, handling Event → Alert → Incident flow through a connector instance.
• Managed ServiceNow instance migrations and ensured minimal downtime during transitions.
• Implemented automation for ITOM health summaries, license cleanup, and dashboard generation.
• ServiceNow dashboards - Native and Performance Analytics dashboards.
• Patching practices to ensure consistent, compliant, and zero-downtime updates across instances.
• Lead the team in Global techcon 2025 and Cloud Innovation Program and represented the achievement.
• Experienced in driving platform optimization, upgrade planning, and automation modernization initiatives across enterprise ServiceNow environments.
• Developed detailed implementation and configuration documentation for enterprise-scale automation and integration solutions.
• Guided and supported junior developers and engineers in automation development, troubleshooting, and ServiceNow best practices.
• Received many recognitions including HPE L2 gold award in 2025.

• Strong Knowledge and highly dedicated towards ServiceNow development - Workflows, Flow Designer, Business rules, Script Includes.
• SNOW Orchestration via PowerShell and BASH.
o Server automations - Azure and On-Prem servers.
• Solely implemented automations like - NSG config, Server resize, Server and Services restart automations, DNS config automation and many others triggered via Splunk monitoring or Catalog.
• SNOW - Catalog development.
• SNOW Integrations with Azure, Telegram, Twilio using REST.
• Connecting via V-centers and Azure Cmdlets.
• Developing ServiceNow Workflows, Flow designers, Catalog, Client scripts, Script Includes, Business rules.
• Integrations between SNOW and other tools using REST API.
• Proficient in developing Client Scripts, Ui Policies and actions.
• Proficient in Azure administration.
• Preparing SOP till Prod deployment following the Change process.
• Performing Automations demo to clients and upgrade the existing automations.
• Raising cases and following up on Hi Portal.
• Created detailed technical implementation procedures and operational configuration documentation for automation deployments.
• Collaborated with stakeholders to convert operational requirements into scalable automation workflows and reusable technical solutions.

• Strong Knowledge and highly dedicated towards ServiceNow development - Workflows, Business rules, Flow designers.
• Developing ServiceNow Workflows.
• Developing Ansible automations - Playbooks, Modules using Python or Libraries.
• Developing IP-Center Workflows.
• ServiceNow integration with third party tools - Twilio, IP-Center, Telegram.
• Responsible for developing event automations based on contracts and SOPs for 200+ clients as per the operations requirements.
• Performing automation development life cycle along with UAT and ORT with several teams and clients.
• Performing Automations demo to clients and upgrade the existing automations.
• Agile Project management - Scrum, Kanban, Jira.
• Achieved outstanding Event automation and remediation percentage (80%) across Europe region.
• Performing API calls across platforms to achieve the operational demands.
• Performing source code management using GIT.
• Managed team of 3 people for Automation project across a region.
• Finding out the automation candidates across the IT operations team.
• Coordinate with network engineers for detailed SOP and process for automation development and maintaining effective working relationship.
• Leaded Data analysis in our team ensuring Automation Vs Manual measures ServiceNow reports, Creating Power-BI dashboards, Proficient with Excel.