Rishav Sanson
Calgary,AB
Summary
Results-driven Solutions architect with 7 years of experience in customer-facing technical roles, specializing in ServiceNow platform implementation and cutting-edge AI-powered workflows. Highly motivated professional with a passion for continuous learning and delivering innovative solutions. Expert in ServiceNow scripting, Predictive Intelligence ,ITSM,ITOM,Flow Designer, and AI products including Virtual Agent, NLU, and Generative AI. Proven track record of implementing AI solutions for early adopters, driving customer adoption, and accelerating value realization at scale. Adept at analyzing complex customer data, identifying automation opportunities, and translating them into scalable AI solutions. Skilled communicator who excels in cross-functional collaboration, bridging gaps between technical teams and business stakeholders to drive product innovation. Consistently delivers high-quality technical deliverables and thrives in fast-paced, innovative environments. Eager to apply deep platform knowledge and problem-solving skills to craft AI solutions that propel business growth and enhance customer experiences.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Solutions Architect: ServiceNow & AI
Infosys Limited
Calgary, Alberta
09.2022 - Current
- Architected and implemented RAG-based AI solutions for custom applications, e.g. YourDocBuddy and AskTestCases, enhancing information retrieval efficiency by 60% and reducing query response time by 75%.
- Designed and deployed Predictive Intelligence solutions in ITSM and ITOM environments, integrated with Health Log Analytics. (Monitoring Logs), resulting in a 45% reduction in manual efforts and a 30% decrease in Mean Time to Resolution (MTTR) for incident management.
- Led the implementation of AI-powered Virtual Agent solutions for early adopter customers, incorporating NLU and LLM-powered VA Topic flows and created ITSM-powered workflows, which improved first contact resolution rates by 40% and customer satisfaction scores by 25%.
Associate Consultant : AIOps Team Lead
Infosys Limited
Pune, India
01.2020 - 08.2022
- Designed and implemented AIOps solutions using ServiceNow Health Log Analytics, ServiceNow CMDB, Service mapping, Incident management, Change management, and Event Management, increasing cross-team collaboration efficiency by 40% and reducing Mean Time to Detect (MTTD) issues by 60%, leveraging ServiceNow Integration Hub spokes, and Flow Designer for streamlined processes.
- Developed and deployed self-healing scripts for automated remediation actions, resulting in a 70% reduction in manual intervention and a 50% decrease in Mean Time to Resolve (MTTR) for common incidents, utilizing ServiceNow scripting (Glide JavaScript, Business Rules), Flow designer, and best practices.
- Enhanced user experience by implementing and optimizing Virtual Agents' customized topics using AI services by ChatGpt, leading to a 45% increase in first-contact resolution rates and a 30% reduction in ticket volume, while leveraging Now Platform building blocks for seamless integration.
- Successfully integrated 20+ monitoring tools into the ServiceNow ecosystem, creating correlation rules, custom workflows that improved alert accuracy by 80%, and reduced alert noise by 65%. Additionally, conducted root cause analysis (RCA) of issues, demonstrating expertise in handling complex integrations and debugging on the platform.
Sr.Systems Engineer - Developer
Infosys Limited
Pune,India
02.2018 - 01.2020
- Led complex ServiceNow implementations and developed AI-driven solutions, utilizing advanced ServiceNow scripting (Glide JavaScript), Performance Analytics, and Integration Hub. Created custom workflows, predictive analytics dashboards to improve IT service delivery efficiency and reduce cost.
- Integrated 20+ third-party tools (including OKTA, Azure AD, SCCM) via SOAP and REST APIs and developed sophisticated service catalogs for Cloud Provisioning and Governance. Utilizing ServiceNow's full capabilities, including client/server-side scripts, workflows, UI policies, and scheduled jobs.
- Hands-on knowledge of Now Platform building blocks (forms, tables, app development, update sets, instance upgrades, provisioning) with passionate problem-solving skills. Built 25+ innovative solutions addressing diverse business needs, resulting in an average 40% improvement in process efficiency. Successfully managed update set deployments to production with 99.9% uptime during releases.
- Spearheaded creation of automated testing framework using ATF and JavaScript, while mentoring junior developers and implementing best practices. This increased test coverage by 70%, reduced regression testing time by 60%, improved overall application quality with a 45% decrease in post-deployment issues, and boosted team productivity by 30%.
Education
Bachelor of Technology - Civil Engineering
Galgotias Univeristy
Greater Noida , India05-2017
Skills
- Javascript , Python , RAG framework
- LLM, Deep learning
- Unsupervised and Supervised Learning
- Generative AI Implementation
- Natural Language Understanding (NLU)
- Conversational AI (Virtual Agents)
- API Development & Integration
- Solution Optimization
- ServiceNow Workflow and Automation
- Hands On knowledge on Azure, GCP
- Application Development
- Debugging & Troubleshooting
- ITOM, ITSM, AIOps, CMDB
- Powershell and Shell
- Problem Solver and Critical Thinking
- Good Leader
Certification
- ServiceNow Certified System Administrator
- Certified implementation Specialist- Event Management
- ITIL Foundation V3
- ServiceNow Certified Implementation Specialist - IT Service Management
- ServiceNow Certified Application Developer
- Now Assist Executive
- Kaggle Mentorship Program - AIML 2023
Accomplishments
- Won Kaggle Bronze Medal in the competition of UBC- Ocean Ovarian cancer-EfficientNetB0
- Got Nominated as a Advisor for Kaggle Cohort fellowship 2024
- Published a Whitepaper on "AIOps Charting an IT Operations and Business Transformation" :
Timeline
Solutions Architect: ServiceNow & AI
Infosys Limited
09.2022 - Current
Associate Consultant : AIOps Team Lead
Infosys Limited
01.2020 - 08.2022
Sr.Systems Engineer - Developer
Infosys Limited
02.2018 - 01.2020
Bachelor of Technology - Civil Engineering
Galgotias Univeristy