# Mayank Gupta

Mayank Gupta is a remote worker on Himalayas, ITSM & CSM Modules Reimplementation at Birlasoft, based in India.

Source: https://himalayas.app/@mayankgupta18

```text
ServiceNow Developer at Birlasoft, where I improved self-service adoption by 35% and am reimplementing ITSM and CSM.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | India |
| Authorized to work in | India |
| Salary expectations | 70k+ USD |
| Job categories | ServiceNow Developer |
| Skills | ServiceNow, ITSM, CSM, SPM, Business Rules, Script Includes, Client Script, UI Policies, Access Control List (ACL), Now Assist, Agentic AI, Generative AI, Predictive Intelligence, CMDB, CSDM 5.0 |

## About

```text
At Birlasoft, I create and customize ServiceNow applications for the Community Portal, Learning Management System, and Employee Service Center. This work improved self-service adoption by 35%.

I built scripted components supporting Agentic AI workflows and Now Assist skills, reducing manual effort by 30%. I also developed Generative AI use cases with Now Assist that improved knowledge retrieval accuracy and cut incident resolution time by 35%.

I'm currently driving a full-scale ITSM and CSM reimplementation, re-engineering workflows, configurations, and custom scripts. The work includes redesigning incident, problem, change, and case management processes.

In an independent project, I built a browser-based tool to support migrations from ServiceNow Workflow to Flow Designer. It includes a five-screen wizard, a 16-activity-type mapping engine, validation, and developer handoff artifacts.
```

## Experience

### ITSM & CSM Modules Reimplementation (current)

[Birlasoft](https://himalayas.app/companies/birlasoft). May 2026 - Present

```text
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.
```

Skills: ITSM, CSM, Business-Rules, ServiceNow, Process-Redesign, Stakeholder-Management

### ServiceNow Developer (current)

[Birlasoft](https://himalayas.app/companies/birlasoft). Jun 2024 - Present

```text
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.
```

Skills: ServiceNow, ITSM, CSM, Business-Rules, Client-Script, UI-Policies, Script-Includes, UIBuilder, Now-Assist, Agentic-AI, Generative-AI, Community-Portal, LMS, Employee-Service-Center

### AI Agent Automation Initiatives

[Birlasoft](https://himalayas.app/companies/birlasoft). Sep 2025 - Apr 2026

```text
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%.
```

Skills: ServiceNow, SPM, ITBM, Business-Rules, Workflow-Scripting, Predictive-Intelligence, Agentic-AI, Incident-Management, Root-Cause-Analysis

### ServiceNow Community Portal

[Birlasoft](https://himalayas.app/companies/birlasoft). Apr 2025 - Aug 2025

```text
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.
```

Skills: ServiceNow, Service-Portal, CMS, Widgets, HTML, CSS, UIBuilder, Knowledge-Management, Case-Deflection

### Workflow-to-Flow Designer Migration Tool

Independent

```text
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.
```

Skills: ServiceNow, Flow-Designer, Workflow-Management, JavaScript, HTML, CSS, JSON, XML, Update-Sets

## Education

### Chandigarh University

Bachelor of Engineering, Computer Science and Engineering

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

## Tech stack

- JavaScript
- Python
- PowerShell
- XML
- SPM
- SQL
- ServiceNow
- HTML
- CSS

To contact Mayank, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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