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Viplav Kumar

@viplavkumar

ServiceNow Developer at Tata Consultancy Services for MetLife, automating onboarding workflows and cross-system integrations.

India

Message

At Tata Consultancy Services, I develop ServiceNow applications for MetLife US Corporate Shared Services, using JavaScript and Glide APIs to configure business logic and platform functionality.

I automate Service Catalog request fulfillment and Order Capture and Order Fulfillment processes with Flow Designer. I also built a ServiceNow Employee Onboarding Automation System that coordinates approvals and tasks across departments.

I implement REST/SOAP integrations using Salesforce Spoke, IntegrationHub, and Confluent Kafka connectors. Automating message publishing and consumption between ServiceNow and Kafka reduced cross-system synchronization delays.

In my current role, I improved SLA compliance by 30% through configuration of ACLs, Scheduled Jobs, SLAs, and Reference Qualifiers. Earlier, as an Assistant System Engineer, I provided L2/L3 production support and resolved more than 100 ServiceNow incidents per month.

Experience

Work history, roles, and key accomplishments

Current

ServiceNow Developer

Current

Tata Consultancy Services

Dec 2022 - Present (3 years 10 months)

Develop and configure ServiceNow applications using JavaScript, Glide APIs, and scripting, including Business Rules, Client Scripts, and UI Policies. Design and automate Service Catalog request fulfillment using Flow Designer and implement REST/SOAP integrations with Salesforce Spoke and Confluent Kafka.

Assistant System Engineer

Tata Consultancy Services

Dec 2021 - Nov 2022 (11 months)

Resolved 100+ ServiceNow incidents per month for business-critical applications through troubleshooting and root cause analysis. Supported Incident, Change, Problem, and Configuration Management processes and automated ticket routing, escalation workflows, and notifications.

ServiceNow ITSM Incident Management Change Management Problem Management Configuration Management Automation Troubleshooting Root Cause Analysis Technical Documentation Knowledge Articles Run Books

Education

Degrees, certifications, and relevant coursework

Microsoft

Microsoft Certified: Azure Fundamentals (AZ-900), Azure Fundamentals

Microsoft Certified: Azure Fundamentals (AZ-900) from Microsoft, completed in May 2024.

Mahatma Gandhi University

Bachelor of Technology, Computer Science & Engineering

2017 - 2021

Grade: 7.23 / 10

Bachelor of Technology in Computer Science & Engineering from Mahatma Gandhi University, completed from August 2017 to May 2021 with a GPA of 7.23/10.