Gajendra Kumar

ServiceNow Administrator

Dec 2021 - May 2026 • 4 yrs 5 mos

As a ServiceNow Administrator at Tata Consultancy Services (TCS), I supported two major Australian clients, Downer and Stockland, managing enterprise-scale ServiceNow environments. My responsibilities included platform administration, production support, troubleshooting, and implementing enhancements to improve business processes and user experience. I worked extensively with core ServiceNow modules, including Incident, Problem, Change, Request, Service Catalog, Knowledge Management, CMDB, and Discovery. I configured and maintained client scripts, business rules, UI policies, ACLs, notifications, workflows, and catalog items while ensuring platform performance, security, and stability. My role also involved supporting MID Servers, resolving CMDB and Discovery issues, managing user roles and permissions, configuring approval workflows, and assisting with REST/SOAP integrations and Active Directory synchronization. I collaborated closely with business stakeholders, developers, infrastructure teams, and service desk engineers to gather requirements, resolve production incidents, and deliver scalable ServiceNow solutions. In addition, I participated in platform upgrades, testing, release deployments, documentation, and continuous improvement initiatives. I consistently focused on automating manual processes, reducing operational effort, and ensuring ServiceNow best practices were followed. This experience strengthened my expertise in ServiceNow Administration, ITSM, CSM, Flow Designer, Workflow Automation, CMDB, Discovery, Integrations, Platform Security, Performance Optimization, and Enterprise Production Support, enabling me to deliver reliable, efficient, and business-focused solutions in complex enterprise environments.

Technical Business Analyst

Feb 2016 - Jun 2019 • 3 yrs 4 mos

From 2016 to 2019, I worked as a Technical Business Analyst in India, contributing to the CVS Health project. In this role, I collaborated with business stakeholders, product owners, and development teams to gather, analyze, and document business and technical requirements. I translated business needs into functional specifications, user stories, and acceptance criteria, ensuring solutions aligned with organizational objectives. I participated in requirement workshops, process analysis, solution design discussions, defect management, UAT support, and release planning. Acting as a bridge between business and technical teams, I facilitated effective communication, clarified requirements, and ensured successful project delivery within Agile environments. This experience strengthened my analytical thinking, stakeholder management, documentation, and problem-solving skills, providing a solid foundation for my transition into enterprise ServiceNow administration and consulting.