Dinesh Kumar Email & Phone Number

Marlborough, Ma, Us

United States

• Spearheaded the design, development, and implementation of ServiceNow solutions across various modules, including IT Service Management (ITSM), Customer Service Management (CSM), and Employee Service Center (ESC), to enhance retail operations and improve customer experiences.• Collaborated with business stakeholders from retail operations, supply chain, and customer support teams to gather requirements and develop customized workflows and automated solutions tailored to retail business processes.• Developed ServiceNow applications, service catalogs, and self-service portals to enable seamless customer interactions, automate service requests, and improve operational efficiency for both in-store and online platforms.• Led the development of custom Business Rules, Client Scripts, UI Policies, UI Actions, and Flow Designer workflows to automate processes such as inventory management, order processing, and returns handling, streamlining operations across multiple retail locations.• Designed and implemented integrations with third-party retail systems, including ERP, CRM, POS, and e-commerce platforms using REST APIs, SOAP, and ServiceNow MID Servers, ensuring smooth data flow between systems.• Optimized ServiceNow performance by implementing best practices for data modeling, custom code optimization, and workflow efficiencies, resulting in faster processing times and enhanced system stability.• Worked closely with Agile Scrum teams to implement new features and enhancements, driving continuous improvement and innovation in retail services and IT operations.• Developed and maintained detailed documentation for all custom developments, workflows, integrations, and configurations, ensuring compliance with data privacy and security standards (e.g., GDPR, CCPA).• Implemented security policies, role-based access controls, and data encryption to safeguard sensitive retail customer data and maintain compliance with industry regulations.

Boston, Massachusetts, United States

• Led the design, development, and implementation of ServiceNow solutions, including IT Service Management (ITSM), IT Operations Management (ITOM), and ServiceNow’s IT Business Management (ITBM).• Collaborated with business stakeholders to understand their requirements and translated them into customized ServiceNow applications, workflows, and automated solutions to streamline insurance operations.• Created and maintained custom modules, Business Rules, Client Scripts, UI Policies, UI Actions, and Flow Designer to enhance platform functionality and meet business requirements.• Developed Service Catalogs and Request Items to provide a seamless user experience, automating insurance-related workflows and increasing operational efficiency.• Integrated ServiceNow with external systems and third-party applications using REST APIs, SOAP web services, and mid-servers, ensuring seamless data exchange between platforms.• Conducted performance optimization and troubleshooting, resolving bugs, errors, and performance issues related to the platform.• Provided technical leadership in Agile Scrum teams, working on complex tasks such as ServiceNow upgrades, security configurations, and data migration during key system transitions.• Developed detailed technical documentation for customizations, integrations, and workflow automations, ensuring compliance with internal standards and regulatory requirements.• Assisted in maintaining data integrity and security policies on the platform, implementing user access controls, role-based permissions, and data encryption protocols to comply with GDPR and other regulatory frameworks.• Worked closely with Quality Assurance teams to ensure that all new releases and custom developments were tested thoroughly and met functional and security requirements.• Coordinated with cross-functional teams to ensure smooth implementation of ServiceNow projects, reducing manual processes, improving response times, and increasing productivity.

India

• Assisted in the design, development, and implementation of ServiceNow solutions for IT Service Management (ITSM), including incident, problem, change, and service catalog management.• Worked closely with senior developers and stakeholders to gather requirements and translate them into technical solutions to improve business processes and system performance.• Developed custom scripts using JavaScript, Business Rules, Client Scripts, and UI Policies to automate workflows and enhance the ServiceNow platform's functionality.• Customized ServiceNow forms, dashboards, and reports to meet business requirements and improve user experience.• Assisted in the integration of ServiceNow with third-party applications and systems, utilizing REST APIs and SOAP web services.• Supported the configuration of ServiceNow modules, such as Incident, Change, Problem, and Service Catalog, to align with banking compliance and security requirements.• Worked on ServiceNow upgrade projects, including patch management, testing, and validation of new releases.• Provided day-to-day technical support, troubleshooting issues, and resolving incidents related to the ServiceNow platform.• Maintained detailed documentation of all configurations, customizations, and changes for knowledge-sharing and audit purposes.• Participated in Agile development teams, attending sprint meetings and collaborating on backlog refinement and sprint planning.

India

• Conducted comprehensive requirements gathering and business process analysis to identify gaps, inefficiencies, and opportunities for improvement within various departments, including R&D, manufacturing, and IT.• Collaborated with stakeholders, including business leaders, project managers, and IT teams, to define project goals, objectives, and deliverables, ensuring alignment with overall business strategy and regulatory requirements.• Analyzed complex business workflows and processes, recommending solutions that increased efficiency, reduced costs, and optimized resource allocation.• Developed business cases and use cases, presenting findings to senior management, securing approval and buy-in for key initiatives.• Led user acceptance testing (UAT) efforts, including test planning, execution, and defect tracking, ensuring solutions met business needs and regulatory standards.• Acted as the primary point of contact between the business and technical teams, translating business requirements into technical specifications for system design and development.• Assisted in the implementation and rollout of enterprise systems (e.g., ERP, CRM, LIMS) and data management platforms, ensuring proper integration with existing business processes.• Conducted market research and competitive analysis to identify industry trends and benchmark the company’s performance against competitors, providing recommendations for strategic initiatives.• Ensured compliance with regulatory requirements (e.g., FDA, GMP, GxP) in all business processes, working closely with compliance and quality assurance teams.• Prepared and delivered detailed reports, dashboards, and performance metrics, enabling stakeholders to track project progress and outcomes.• Facilitated workshops, training sessions, and knowledge-sharing initiatives to ensure end-users were proficient with new tools, systems, and processes.

Master'S Degree, Computer And Information Sciences, General

Master'S Degree, Computer And Information Sciences, General

Bachelor'S Degree, Electronics And Communications Engineering, A

Activities and Societies: Cricket, Volleyball, Soccer