Raunak Kapoor

Work Experience

12+ years across enterprise IT operations and ServiceNow development

• Lead ServiceNow Developer

  Nov 2025 – Present

  Alcor Solutions Bangalore, India

  • Implemented ServiceNow integrations with PRTG, Azure Monitoring, and ThousandEyes; configured Alert Management and Event Management rules to streamline IT operations.
  • Installed, configured, and managed Agent Client Collector (ACC) with and without MID Server for ServiceNow ITOM; performed ongoing maintenance and troubleshooting to ensure optimal performance.
  • Led the implementation of DEX Service Operations Workspace, incorporating location-based GeoMaps to enhance visibility and reporting within the DEX Dashboard.
  • Developed Metric Rules to automate application closure on High CPU usage and Trigger Disk Cleanup on High Disk Utilisation, reducing manual intervention; validated rules end-to-end by simulating CPU spikes via PowerShell scripts on Hyper-V machines.
  • Authored multiple Check Definitions using Ruby and PowerShell scripts for remote remediation tasks, including application restarts on Mac and Windows, printer spooler resets, device restarts, and DNS cache clearing; validated and promoted scripts to production.
  • Installed, configured, and managed Desktop Assistant upgrades, ensuring seamless deployment across the environment.

• ServiceNow ITOM Developer

  Jan 2023 – Oct 2025

  Cognizant Technology Solutions Bangalore, India · 2 yrs 9 mos

  • Developed, implemented, and maintained ServiceNow ITOM components, including Discovery, Event Management, and Service Mapping.
  • Installed, configured, and managed Agent Client Collector (ACC) for ServiceNow ITOM; performed ongoing maintenance and troubleshooting to ensure optimal performance.
  • Configured and managed MID Servers for Linux Discovery, ensuring compatibility with diverse IT environments.
  • Diagnosed and resolved Linux discovery issues, optimising asset tracking and data accuracy.
  • Integrated CyberArk for secure credential management in ServiceNow, enhancing authentication processes.
  • Implemented SSH authentication methods, including public and private key configurations, ensuring secure access control.
  • Configured ServiceNow credentials for Discovery, ensuring seamless connectivity with target devices.
  • Managed SNMP OID classification, enabling effective network monitoring and device identification.
  • Developed and optimised relationship mappings in CMDB, ensuring accurate service dependencies and impact analysis.
  • Applied ServiceNow's Identification and Reconciliation Engine (IRE) rules to enforce data consistency in CMDB.
  • Built REST API integrations to populate CMDB from external systems, improving asset discovery and management.
  • Developed and customised ServiceNow Service Portal using JavaScript, HTML, CSS, and React.
  • Led ServiceNow instance upgrades, patching, and performance optimisation initiatives.
  • Developed custom reports, dashboards, and data analytics for business insights and decision-making.

• ServiceNow Developer

  Jul 2016 – Jan 2023

  Eurofins IT Solutions Bangalore, India · 6 yrs 6 mos

  • Developed and maintained ServiceNow CMDB and Discovery, improving infrastructure visibility and data accuracy.
  • Configured and supported MID Servers for Windows and Linux environments, ensuring smooth discovery operations.
  • Worked on Discovery patterns, probes, and classifications to enhance CI identification and CMDB integrity.
  • Assisted in configuring SNMP, SSH, and WMI protocols for accurate asset discovery.
  • Configured IRE rules to eliminate duplicate CIs and ensure proper reconciliation.
  • Automated relationship mapping in CMDB, enabling better service impact analysis.
  • Designed custom dashboards and reports to track Discovery performance and CMDB health.
  • Provided technical support for ServiceNow integrations, ensuring seamless data exchange between external systems.

• Senior Analyst

  Nov 2013 – May 2015

  HCL Technologies Noida, India · 1 yr 6 mos

  • Provided remote IT support, ServiceNow administration, and incident management for global clients.
  • Configured and optimised Lotus Notes, Microsoft Exchange, and cloud-based IT systems.
  • Implemented security policies, data protection measures, and access management controls.

• Associate Tech Support Engineer

  Feb 2010 – Dec 2010

  Wipro Ltd. New Delhi, India · 10 mos

  • Worked as a Technical Support Engineer for Verizon US Internet Service Provider and Blackberry.
  • Implemented and configured email solutions on Microsoft Outlook to enhance productivity for clients.
  • Configured and maintained email solutions through Blackberry Enterprise Services and Blackberry Internet Service.