Mayank Agarwal
Sr Manager, ServiceNow at Marina Bay Sands · Singapore
18 years in enterprise software, 16 of them on ServiceNow. I lead the team that runs ServiceNow at Marina Bay Sands: administration, development and support. I set the platform roadmap and budget, run requirement workshops with IT and business teams, and oversee delivery.
Selected work
- Refactored 100+ legacy third-party scripts into a faster system with a smaller codebase, saving $350K in professional services costs.
- Designed one dynamic workflow that every service catalog item uses, with approvals and tasks configured at runtime.
- Built custom ServiceNow applications for contract management, learning management, visitor passes and vehicle entry.
- Wrote the developer processes and guidelines every developer on the platform follows.
- Currently: building the team's first agentic AI workflows and a retrieval-based (RAG) knowledge base on ServiceNow.
Writing
I write about ServiceNow cost, performance and governance on LinkedIn.
Read my posts on LinkedInCredentials
- Project Management Professional (PMP), PMI, 2026 · Verify on Credly
- ServiceNow Certified System Administrator, 2013
- ITIL 4 Digital and IT Strategy
- ITIL 4 Foundation
- ITIL V3 Intermediate: Release, Control and Validation, 2018
- ITIL V3 Foundation, 2015
- B.E. Computer Science and Engineering with distinction, Maharishi Dayanand University