Dinesh Kumar

ServiceNow Senior Developer with 11 years of IT experience, specializing in HR Service Delivery (HRSD) implementations and enterprise service management. Hands-on expertise in HR Case Management, Employee Service Center (ESC), HR Agent Workspace, HR Knowledge, HR Service Catalog, Lifecycle Events, and HR Playbooks/Guided Decisions. Strong experience with Flow Designer, IntegrationHub, REST/SOAP integrations (Workday / SAP SuccessFactors / Active Directory), import sets/transform maps, and data migration strategies for HR data. Proficient in HRSD security and privacy controls (HR Criteria, COE scoping, user criteria, roles, and ACLs) to protect sensitive employee information while enabling agent productivity. Experienced in ServiceNow upgrades, regression testing, and Automation Test Framework (ATF) to ensure stability across releases. Skilled in building HR dashboards and operational reporting using Performance Analytics, reports, and Workspace widgets to improve SLA adherence, backlog visibility, and service quality. Strong background in ITSM/ITOM alongside HRSD (Incident, Change, CMDB, Discovery, Service Catalog) enabling integrated employee and IT service experiences. Comfortable working in Agile/Scrum environments with end-to-end ownership: requirement workshops, solution design, configuration, development, testing/UAT, deployment, and hypercare support.

• ServiceNow Certified System Administrator
• ServiceNow Certified Application Portfolio Management (APM)
• ServiceNow Agile Development 2.0 and Test Management 2.0 Implementation
• Suite Certification - Application Developer Core Skills Micro
• Micro-Certification - Predictive Intelligence
• Micro-Certification - Performance Analytics
• Micro-Certification - UI Builder
• Micro-Certification - Welcome to ServiceNow
• ServiceNow Flow Designer Certification
• ServiceNow Automated Test Framework (ATF) Certification
• ServiceNow IntegrationHub Certification

• HRSD Solution Design & Configuration
• Led discovery workshops with HR stakeholders to capture HR services, intake channels, case categories, SLAs, routing rules, and knowledge needs.
• Designed HR Case types and templates with standardized fields, HR tasks, checklists, and approvals aligned to HR policies and COE workflows.
• Configured HR Service Catalog items and record producers with robust data capture using UI Policies, Client Scripts, and Data Policies.
• Set up assignment rules and routing: skill-based assignment, COE-based routing, and queue configuration to streamline HR agent operations.
• Built notifications and communications templates for employee/agent updates, including automated reminders and escalation messages.
• Employee Service Center (ESC) / Portal Experience
• Configured ESC structure: HR topics, HR services, curated content, and portal navigation to drive self-service adoption.
• Customized portal widgets and catalog experiences to improve usability and reduce incorrect submissions.
• Implemented contextual knowledge search and recommended articles to deflect repetitive HR inquiries.
• Enabled secure access for employees and HR agents while maintaining privacy for sensitive cases.
• HR Agent Workspace / Now Experience
• Enhanced HR Agent Workspace landing pages using workspace widgets, lists, and KPIs to improve daily agent workflow.
• Configured workspace record pages for HR cases and tasks with contextual panels, related records, and guided next steps.
• Optimized agent productivity features: quick actions, macro-like actions using Flow/Automation, and standardized templates.
• Lifecycle Events, Playbooks & Automation
• Configured Lifecycle Events (Joiner/Mover/Leaver) to automate onboarding/offboarding journeys with approvals and HR tasks.
• Developed HR Playbooks and Guided Decisions to standardize complex HR processes and ensure compliance.
• Built Flow Designer automations for case creation, assignment, SLA handling, escalations, and follow-up tasks.
• Security, Privacy & Compliance
• Implemented HR Criteria, COE scoping, user criteria, and role-based access to control visibility of cases and knowledge.
• Configured ACLs for HR tables and sensitive fields, ensuring privacy and adherence to internal HR policies.
• Validated access controls through role testing and UAT scenarios with HR stakeholders.
• Integrations & Data
• Integrated HRSD with external systems (Workday / SAP SuccessFactors / AD/LDAP) using IntegrationHub and REST APIs for employee data sync and access management.
• Designed data ingestion using Import Sets/Transform Maps and scripted transforms for data normalization and validation.
• Supported MID Server connectivity and secure integration patterns with internal systems where required.
• Reporting, Performance Analytics & Operational Insights
• Built HR operational dashboards for case volumes, SLA compliance, backlog, aging, and agent productivity.
• Configured Performance Analytics indicators and widgets to enable trend-based insights and continuous improvement.
• Created scheduled reports for HR leadership and operational teams for transparency and service quality measurement.
• Testing, Upgrades & Release Management
• Built ATF suites for HRSD/ITSM flows to support regression testing during upgrades and release cycles.
• Supported major platform upgrades (Tokyo → Utah / Rome → San Diego) including remediation and regression testing for HR portals/workspaces.
• Provided hypercare support post-release: defect triage, hotfix deployments, and stabilization activities.