Mayank Gupta

Leading an end-to-end reimplementation of core ITSM/CSM workflows, Business Rules, and platform configurations. Redesigned incident, problem, change, and case management processes with cross-functional stakeholders.

Improved self-service adoption by 35% by creating, configuring, and customizing ServiceNow applications and modules. Reduced manual effort by 30% by building and maintaining scripted components supporting Agentic AI workflows and Now Assist skills.

Automated Strategic Portfolio Management (SPM) lifecycle stages, reducing human error rates by 25% and improving team productivity. Built an intelligent agent that increased first-contact resolution by 25% and implemented Predictive Intelligence-driven clustering to lower recurring incidents by 20%.

Developed a custom Service Portal with widgets, CMS, HTML/CSS, and UI Builder, increasing user engagement by 40% and reducing incident volume by 25% through knowledge management and case deflection.

Built a self-contained, browser-based tool to accelerate legacy ServiceNow Workflow to Flow Designer migrations, featuring a 5-screen wizard UI and a 16-activity-type mapping engine with validation.

Completed a Bachelor of Engineering in Computer Science and Engineering with a specialization in Artificial Intelligence and Machine Learning.