Rohit Mungra

About Rohit Mungra

Service Now consultant with ITSM, CSM, ITOM, Integration exposure

Experience

1. Lead Consultant

   Infosys

   Jun 2022 — Present · Pune, IN

   Implementation of various TSM capabilities like - Change Management, Problem Management, Incident Management, Knowledge Management, Case Management, Service Request Management, Generative AI etc.• Implementation of TSOM capabilities like Event Management, Alert Management • Worked on CSM portal requirements around record producers and widgets.• GenAI enablement for case and incident module• Worked on integrations around TSM modules using Rest API• Worked on Email based integration for change creation.• Worked on script Includes, Script Actions and Business Rules, Transform Map and Transform Scripts, Email Scripts. Scheduled jobs to execute predefined set of activities.• Worked Client scripts UI Policy, Data Policy, UI Actions, events, and notifications.• Worked on Email/SMS Notification enhancements.• Worked on requirement around OOTB and customized SLA solutions.• Worked on Case Management requirements like Major Case Management, Escalated Case, Post Case review, complex email notifications, Special handling notes, Gen AI enablement for case, Auto Assignment, Auto closure of case, Advanced work assignments, workforce optimization, shift based routing, skill management, customer priority definition, Survey, Integration etc.• Worked on Incident Management requirements like Major incident management, parent-child behavior, Auto Assignment, AWA, Auto Closure of incident, Automated Incident task, integrations etc.• Worked on Problem Management requirements like Auto problem task creation, Automated problem creation from closed incidents based on customer, notifications, Integration etc.• Worked on Change Management requirements like Standard change catalog management, Standard change approval structure, Normal and Emergency workflow changes for approval and task creation, tmf655 integration to create change from 3rd party system etc.

Education

• Nirma University

  Bachelor of Technology (BTech), Computer Engineering

  2004 — 2008

• Nirma University

  Bachelor of Technology (B.Tech.), Computer Engineering

  2004 — 2008

Skills

• Sql
• Linux
• Asp.net
• Xml
• Unix Shell Scripting
• Oracle
• Requirements Analysis
• Web Services
• Software Development
• Jsp
• C#
• Microsoft Sql Server
• Unix
• Core Java
• Software Project Management
• Itil
• Struts
• C
• Sdlc
• IT Service Management
• Javascript
• Uml
• Tcp/Ip
• Tomcat
• Java Enterprise Edition
• Bmc Remedy
• Agile Methodologies
• Requirements Gathering
• Integration
• Pl/Sql
• Perl