Syed Irfan

Senior ServiceNow Developer

Walmart Canada • Full-time

Feb 2024 - Present • 2 yrs 5 mos

Project Name: CSP ITSM Implementation and Optimization: Designed and enhanced core ITSM modules (Incident, Problem, Change, and Request Management) within ServiceNow to streamline IT operations, reduce resolution times, and ensure alignment with ITIL best practices. Virtual Agent Deployment: Developed and configured ServiceNow Virtual Agent to automate Level 1 support queries, enabling instant responses and reducing service desk workload by 30%. Automated Ticket Handling: Integrated Virtual Agent with ITSM workflows to facilitate automated ticket creation, routing, and resolution for common issues like password resets, access requests, and outage notifications. Improved User Experience: Designed conversational flows using LLM topic to enable contextual, human-like interactions through chat, improving user satisfaction and adoption.

ServiceNow Developer

Accenture • Full-time

Dec 2023 - Dec 2024 • 1 yr

Project Name: Optrix Designed and Developed Custom Applications: Built robust, scalable custom applications within ServiceNow to address Boral's unique business requirements, enabling tailored workflows and improving end-user experience. Service Portal Customization: Designed and implemented a user-friendly Service Portal interface to streamline access to key services, enhancing usability and ensuring a consistent user experience across devices. End-to-End Workflow Automation: Automated complex business processes using Flow Designer and Script Includes, reducing manual overhead and ensuring data consistency across applications. Improved User Engagement: Developed dynamic widgets and reusable components to deliver a responsive and intuitive portal experience, increasing self-service adoption among users. Integrated Business Logic: Embedded business rules, UI policies, and data validations within the custom applications to enforce data integrity and streamline task execution.

ServiceNow Developer

Tata Consultancy Services • Full-time

Feb 2022 - Dec 2023 • 1 yr 10 mos

Project name: Zero Touch Virtual Agent Optimization: Enhanced Now Assist and Virtual Agent to drive automation, reducing manual work and improving the overall user experience. Custom Conversational Design: Built tailored chat flows for specific business needs, providing faster issue resolution and clear self-service guidance. Omni-channel Integration: Connected Virtual Agent with Microsoft Teams to provide a seamless and unified support experience across platforms. Dynamic Data Mapping: Managed structured data and mapping to enable smart decision trees and automated task execution within chat. Intent & Routing Configuration: Set up user intent recognition and topic routing to ensure queries are accurately handled across different departments. Stakeholder Collaboration: Worked with process owners to identify automation gaps and transform them into effective Virtual Agent solutions.