Summary
Overview
Work History
Education
Skills
Certification
Recognitions
Timeline
Generic
Pranav Suryawanshi

Pranav Suryawanshi

Senior Software Engineer (Cybage Software Pvt. Ltd.)
Pune

Summary

IT Professional with 7 years of experience, specializing in ServiceNow. Proficient in diverse modules such as ITSM ( Incident, Problem, Change, Service Catalog, Service Request ), Performance Analytics, Reporting, CSM, FSM, Now Platform, System Clone, and Upgrades. Holds the ServiceNow Certified System Administration (CSA) certification. Possesses a robust grasp of the software development life cycle (SDLC) and is well-versed in methodologies like Waterfall, Agile, and Scrum.

Overview

7
7
years of professional experience
2017
2017
years of post-secondary education
3
3
Certifications

Work History

Senior Software Engineer

Cybage Software Pvt. Ltd.
08.2018 - Current

Sr. ServiceNow Developer

Client : Victra Verizon
06.2024 - Current


  • Currently working on building NowAssist(GenAI) functionalities and skills for ITSM, Virtual Agent and FSM modules.
  • Currently working in the Retail technology Domain implementing ITSM, CSM and FSM modules.
  • Working with stakeholders to understand the requirement, align it with the business values and provide the suitable and efficient solution in the ServiceNow.
  • Demonstrated expertise in ITSM (IT Service Management) customization, specifically in modules such as Incidents, Change, Problem, Requests, and Requested Items, Catalog items.
  • Provides daily support of Service Management Platform (ServiceNow), including Scripting, Configuration, Customization, Administration ServiceNow processes (User management/Group management) and Flow Designer.
  • Successfully executed system cloning and upgrades for multiple customers, including cloning production instances to pre-production instances while preserving data and excluding tables based on customer requirements. Conducted scheduled upgrades, testing, and review of skipped records.
  • Facilitating ServiceNow Performance Analytics in delivering out-of-box services.
  • Strong knowledge in creation of PA reports, updating the OOB indicator which includes different modules such as GRC, HRSD, CSM and ITSM.
  • Extensive experience in adding fields to the metrics capture of service now Performance Analytics, and also creating roles and groups using dashboards, analytics, time charts.
  • Experienced in implementing standard reporting within the base ServiceNow system, in bringing the best product for current and future analytics.
  • Strong knowledge in updating visualizations of performance across teams and organizations, and also in establishing service delivery.
  • Verizon Authorized Retailer

Junior ServiceNow developer / Senior ServiceNow Developer

Client: CDI (AHEAD)
04.2021 - 06.2024


  • Assisted multiple clients in Managed Services Environment for gathering functional requirements, suggesting technical solutions along with the implementation.
  • Engaged in customizing the ITSM, Major Incident Management, Customer Service Management (CSM) module, focusing on survey creation, form customization, notifications and portal enhancements.
  • Hands on Experience in On Call scheduling, Walk-Up Experience modules.
  • Plug-in integration with the Twilio.
  • Contributed to the Business Continuity Planning (BCM) module, actively participating in plan development, exercises, and disaster management. Implemented and maintained the life cycle of Business Continuity Plans.
  • Undertook various administration activities, including user, groups, roles and tables management. Provided live support to end users.
  • Experience in Application Architecture, Analysis, Technical Design, Development, Implementation, Performance Tuning, Testing, Configuration Management and Release/Build management in all stages of Full Software Development Life Cycle SDLC of software applications.
  • Responsible for creating various workflows / flows for Incident Management, Change Management, Service Requests.
  • Maintain repository of available content and document best practices and help with end user adoption of Performance Analytics.
  • Handled ServiceNow HI-portal and Upgrading versions.
  • AHEAD

ServiceNow Developer

Client : Epsilon (Publicis Groupe)
08.2019 - 04.2021
  • Company Overview: Publicis Groupe
  • Building catalog items with the workflows for end users.
  • Gathering requirement for PA and Reporting from the stakeholders and provide the business values through creating dashboard for the management.
  • Working with the inbound email action, survey, notifications.
  • Publicis Groupe

Education

Bachelor of Engineering - Information Technology

PADMABHOOSHAN VASANTDADA PATIL INSTITUTE OF TECHNOLOGY (PVPIT)
Budhgaon, Sangli
06-2016

PG-DAC - undefined

CDAC

Skills

ITSM

Certification

CSA

Recognitions

Received Project Delivery Head appreciation for providing business values through ServiceNow

Received several client appreciation to meet deadlines with efficient implementations for complex requirement

Timeline

Agentic AI Executive

03-2025

CSA

01-2025

Now Assist (ITSM)

12-2024

Sr. ServiceNow Developer

Client : Victra Verizon
06.2024 - Current

Junior ServiceNow developer / Senior ServiceNow Developer

Client: CDI (AHEAD)
04.2021 - 06.2024

ServiceNow Developer

Client : Epsilon (Publicis Groupe)
08.2019 - 04.2021

Senior Software Engineer

Cybage Software Pvt. Ltd.
08.2018 - Current

PG-DAC - undefined

CDAC

Bachelor of Engineering - Information Technology

PADMABHOOSHAN VASANTDADA PATIL INSTITUTE OF TECHNOLOGY (PVPIT)

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Pranav SuryawanshiSenior Software Engineer (Cybage Software Pvt. Ltd.)