Rahul Pandey

## Background & Experience

I’m a ServiceNow Developer with over 3 years of experience working mainly in ITSM, automation, integrations, and AI-based solutions. I currently work with LTIMindtree as a Senior ServiceNow Developer, where I’m part of an AI and automation portfolio focused on solving business problems through ServiceNow.

Over the last few years, I’ve worked on different automation projects using Flow Designer, Business Rules, Script Includes, Service Catalog, IntegrationHub, REST APIs, and other ServiceNow capabilities. A big part of my work has been connecting ServiceNow with external systems such as Salesforce, JIRA, Microsoft services, and AI platforms.

One of the projects I worked on involved automating Salesforce user lifecycle management. The process covered user provisioning, modifications, and deprovisioning through ServiceNow. By automating the workflow and integrating it with Salesforce, we reduced the turnaround time from around one hour to just two minutes and were able to handle more than 150 requests every month.

I also worked on automating Power BI access management. This involved ServiceNow workflows, Service Catalog, Microsoft Graph APIs, and validation of Active Directory groups. The automation reduced the turnaround time from around one hour to five minutes and removed the need for manual intervention in the process.

Another area I've worked on is ITSM reporting and automation. I helped automate weekly reporting using ServiceNow, Scheduled Flows, GlideRecord, and JIRA integrations. This removed around 15–18 hours of manual effort every week.

More recently, my work has moved further into GenAI and automation. I've worked on use cases involving incident and change summarization, risk scoring, Virtual Agent, Predictive Intelligence, and AI-driven workflows. I've also worked with OpenAI API and Google AI Studio and have experience with prompt engineering and integrating AI into existing workflows.

Outside of my regular project work, I built a personal GenAI Knowledge Base Generator. The idea was to take resolved incident or issue information and turn it into properly structured knowledge articles using the OpenAI API. This project helped me explore how AI can be used practically rather than just as a standalone chatbot.

Technically, my strongest areas are ServiceNow development, Flow Designer, integrations, REST APIs, JavaScript, Python, Service Catalog, ITSM, and GenAI automation. I also have experience working with APIs such as Salesforce, JIRA, Microsoft Graph, and OpenAI.

Along with development, I’ve had the opportunity to take on leadership responsibilities. I currently work with a team of five, help with technical decisions and troubleshooting, communicate with stakeholders, and participate in solution architecture discussions.

Overall, my experience has been a combination of ServiceNow development, business process automation, system integrations, and increasingly, using GenAI to make those processes smarter and more efficient.