pala Avinash

I’m a results-driven ServiceNow Developer with 3 years of hands-on experience at Happiest Minds Technologies, specializing in ITSM and CSM module implementation, customization, and automation. I focus on translating complex business requirements into scalable Now Platform solutions following ITIL best practices.

In my current role, I deliver full lifecycle ServiceNow ITSM and CSM implementations—from requirement gathering and design to development, testing, and production deployment. I configure and customize Incident, Problem, Change, and Request Management modules, and extend CSM Case Management and Workspace to streamline agent-customer interactions and improve SLA compliance.

I build Service Catalog solutions that reduce manual request handling significantly. I’ve developed 20+ Service Catalog items using catalog items, record producers, and order guides with complex variable sets, approval workflows, and SLA configurations.

I also strengthen reliability and speed through automation and integrations. I design workflows in Flow Designer and Integration Hub, implement server-side logic with Business Rules, Script Includes, and Scheduled Jobs, and build REST API integrations using JSON payloads and OAuth authentication, along with execution of data migrations using Transform Maps and post-migration validation. I’m currently exploring ServiceNow GRC modules (Policy Management, Compliance, and Risk Management) to expand my platform expertise.