At Tata Consultancy Services, I work on H&M's ServiceNow platform, delivering Now Assist virtual agent chatbots for HR and IT that enable natural-language self-service.
I configure AI-driven conversation flows connected to ITSM and HRSD tables for case creation and resolution. I also customize Incident, Problem, Change, and Request processes and build Flow Designer automations for ticket routing and escalation.
On the CMDB application retirement project, I identified and retired impacted Configuration Items, analyzed dependencies, and managed CI lifecycle activities. I also resolved duplicate CIs through reconciliation and data cleanup.
I configure SLA rules and access controls, integrate enterprise systems through REST APIs, and develop reports and dashboards for ticket trends and operational KPIs. I hold ServiceNow CSA and CAD certifications, along with the Now Assist Executive Micro Certification.
