sailesh User

Led hybrid onshore/offshore ServiceNow delivery for ITSM/ITOM/CMDB/ITAM supporting 6,000+ wealth management users, sustaining 99.9% uptime and 98%+ SLA compliance. Built CSDM 4.0-aligned CMDB and automations (Flow Designer, Business Rules, GlideAjax) that reduced manual effort 25%, improved employee self-service, and cut incident resolution time 30% with ATF coverage.

Delivered ServiceNow ITSM/ITAM and GRC for a global retail environment (10,000+ users), creating 40+ catalog items and automating incident/problem/change workflows to reduce manual intervention. Implemented SAM Pro for 700+ locations (10K+ assets), built hardware lifecycle automations reducing manual provisioning by 40%, and performed version upgrades with regression testing to avoid disruption.

Architected and delivered end-to-end ITSM on ServiceNow for AWS/Infrastructure & Cloud Services, implementing Incident/Problem/Change/Request aligned to ITIL and reducing incident resolution time by 35%. Built and maintained 40+ catalog items, achieved 95%+ CMDB CI accuracy for 5 business units using ITOM Discovery/MID Server, and integrated via REST API/IntegrationHub for user provisioning and ac

Developed 100+ ServiceNow catalog items across IT, HR, Facilities, and Security, designing ITIL-aligned Incident/Change/Problem/Asset/CMDB and Knowledge workflows to standardize global service delivery. Built reusable scripts and automations, migrated legacy asset data using Data Import Sets/Transform Maps, executed ATF-based automated testing, and supported governance via SLA/ACL/RBAC configurati

Earned a Master of Science in Business Analytics from the University of North Texas, completed in May 2023. Relevant coursework included data analytics, business intelligence, enterprise systems, and statistical computing.