Headline

Functional Consultant | GenAI & Agentic AI Professional | ServiceNow Certified System Administrator (CSA) · CIS-CSM | ITSM · CSM · Now Assist · ITIL · AI | Business Analyst | Digital Transformation | MBA + B.E.

About

Functional Consultant at Infosys with 4+ years of experience in software engineering and management consulting, I've delivered and presented ServiceNow AI capabilities across multiple enterprise client engagements, covering ITSM Now Assist, CSM Now Assist, HRSD Now Assist, and custom business use cases. My background enables me to understand both technical specifications and business briefs effectively. My focus areas include ServiceNow AI platform features and configuration, stakeholder requirements gathering, GenAI/Agentic AI use cases for Businesses, Digital Transformation, and cross-functional delivery for enterprise clients. I hold Engineering and Management degrees and certifications as a CSA (Certified System Administrator) and CIS-CSM (Customer Service Management). If you are involved in ServiceNow transformations, enterprise IT, or exploring GenAI/Agentic within service management, please connect or send me a message.

Location

Pune/Pimpri-Chinchwad Area

AI stack

claude

deepseek

gemini

perplexity

ChatGPT

Microsoft Copilot

Work experience

Senior Associate Consultant at Infosys, Apr 2025 - Present · 1 yr 6 mos, Pune/Pimpri-Chinchwad Area, Delivered ServiceNow Now Assist implementations of ITSM, CSM, and HRSD for enterprise clients - from requirements gathering and AS-IS analysis through platform configuration that reduced manual processing effort by 40%. Worked with top management and functional stakeholders to translate complex business challenges into GenAI-enhanced ServiceNow solutions, driving cognitive automation and operational efficiency across enterprise workflows. Collaborated with development teams across design, build, and testing phases to provide architectural clarity and ensure solutions scaled to enterprise requirements.

Associate Consultant at Infosys, Jan 2024 - Mar 2025 · 1 yr 3 mos, Bengaluru, Karnataka, India, Contributed to the ServiceNow GenAI Centre of Excellence (CoE) at Infosys by shaping enterprise-wide AI and intelligent automation strategies for 20+ client engagements. Supported solution design reviews during build and testing phases, ensuring delivery met both client expectations and platform standards.

Operations Management Intern at Outlook Publishing (India) Pvt. Ltd., Jun 2022 - Aug 2022 · 3 mos, Delhi, India, Supported sales, operations and workflow coordination at a national B2B media firm, gaining hands-on exposure to editorial production cycles, vendor management, and cross-team reporting.

Software Engineer at STL - Sterlite Technologies Limited, Aug 2018 - Sep 2020 · 2 yrs 2 mos, India, Reduced production bug resolution time by implementing peer code review protocols and quality assurance checks across the BSS v6.23 telecom platform. Delivered client-specified features on schedule by leading end-to-end requirement analysis, solution design, and implementation for telecom BSS products. Improved ITSM ticket closure rates by collaborating closely with the operations team, applying JIRA-based tracking to surface and resolve blockers before client escalation.

Engineer Intern at STL - Sterlite Technologies Limited, Jan 2018 - Aug 2018 · 8 mos, Ahmedabad, Gujarat, India, Built foundational product knowledge in telecom BSS by contributing to core product enhancements, development, and bug resolution during an 8-month engineering internship. Participated in team sprint cycles, gaining hands-on exposure to requirement analysis, testing, and cross-functional collaboration.

Education

PGDM / MBA, Operations Management and Supply chain, Welingkar Institute of Management

Bachelor of Engineering - BE, Information Technology, Marwadi University

Public links

rahulsinh-parmar-pwkr7f0.gamma.site: https://rahulsinh-parmar-pwkr7f0.gamma.site/