CHANDRASHEKAR B N

• Design, and development of Remedy migration (Process and Data) to ServiceNow
• Implementation of ITSM, SLA, Notifications, foundation data Integrations
• In Remedy migration, simplified the fulfillment process by designing & building reusable Generic workflow for catalog services
• Lead 7 members AMS operations, Sprint Planning & ROME Upgrade project to strategize upgrade & cut over plan, test key integrations/functionalities, coordinate validation with stakeholders/dev partners & HI product team for fixes
• Automated Bulk Asset Creation & Asset Modification Process through Service Portal & Rest Webservice thereby reducing the manual effort for the CMDB team
• As an SME implemented complex Several Designs: Automation of CORP Server Request Process, Revamping the Change Normal Site workflow, Ehold Integration
• Technical Advisory to PayPal on solutions: Reorganize Scrum methodology, Health Scan Issues
• Implemented BuildingAccessRequest integrating with LENEL API to automate the process to access PayPal Premises during Covid Period
• Pilot project on ServiceNow CICD DEVOPS module using GitHub & Jenkins to orchestrate release process to reduce significant manual effort & time involved
• Design and implementation of Application Insights module for Operations team to enhance monitoring, support and pre-empt issues

• For ServiceNow platform and Demand management module
• Build content for Interaction channel workshops ( Portal, Virtual Agent, Mobile)
• Design and implement security configurations, Agile 2.0 Module
• Design and lead integrations with JIRA and ServiceNow for Change, Release management.

• Client: Google Fiber
• Architect for blue printing and lead Process workshops for ITOM module
• Lead requirements review, identified fit gap analysis for ITSM, ITOM modules for client
• Functional hub level architecture and design document for IT operations for client
• Built POCs for workshops and demoed solutions
• Created Program increment plan and overall timelines for implementation of project
• Client: POINT72
• Implemented Foundation and Incident Management Module
• Worked on various customizations across Incident and CMDB modules
• Implemented Security Management using custom SecOps integration
• Implemented Event Management with sources ActiveBatch, AgioSalesForce, Nagios using Scripted REST API and Inbound Email actions.

Built NSW Home page using service portal

Built generic functions (variable sets) which is reused across several modules

HRSM implementation and custom HR Portal (People)

Worked on ITOM integration to auto generate of RITM from Webservice Transform scripts.

Built Custom Modules and Portal for several departments (PCU, IACD, GRC)

Integrated with FACS intranet as part of TRIM and SQUIZ integration

Built custom search sources and portal for TRIM and SQUIZ integration

Built HR Onboarding Implementation (HR life cycle events) in HRSM and HR Onboarding Portal

• In designing, analysis and implementing the requirements in ServiceNow
• Worked on UI Policies, UI Actions, Client Scripts, Business Rules, Script Include etc
• For Implementing and Enhancing the ServiceNow application as per customer requirements
• Designed and implemented the version upgrade of ServiceNow instances
• Configured LDAP and SSO integration as part of user configuration and authentication respectively
• Configuration of Notifications for various Modules within ServiceNow
• Developed service portal pages using JavaScript, HTML
• Integrated with system database to fetch the CI data into ServiceNow using Import Set/Transform Maps
• Developed SOAP and REST Webservices to publish the data in ServiceNow to various third-party applications (SAP, DRM, VRO)
• Developed an automated solution to clean up the License for users not logged in for more than 90 days to ServiceNow Application
• Worked on Variables, Variable Sets, Catalog Client Scripts for validating the data through SOAP message from SAP webservice
• Worked on Service Catalog Module in building Catalog Items, Record Producers, Order Guides
• Automated the process of adding users to group through service catalog module
• Have created additional CI class by extending the cmdb_ci table and configured the format, ACLS and Roles for this Module
• Configured a Business Rule to populate the Relationship for this new Class of CIs
• Configured the Manual Approval Workflow in the fulfillment stage for RITM Approvals
• SLM Configuration for Incident and RITM module

• Lead: 2.5 years, The IPSA (IP Service Assurance) project outlines HP Service Manager (HPSM) tool to act as a central point of all issues and faults located in Telstra International (TI) products
• HPSM in is responsible for the lifecycle of an issue and a fault (referred to as trouble) found within services provided by TI as a ticket form
• Later ServiceNow was replaced with HPSM as an ITSM tool for handling the IT Transactions
• LDAP integration with ServiceNow for Data Population
• Microsoft SCCM Integration with SN for populating the Network, software, Processor data in ServiceNow CMDB via MID server
• Have Worked on UI Policies, UI Actions, Client Scripts, Business Rules, Script Include etc
• For Implementing and Enhancing the ServiceNow solution as per customer requirements
• Configuration of Notifications for various Modules within ServiceNow
• Have worked on ACL Rules for ensuring the security for Table and Field level access
• Have worked on Update Sets to migrate the solutions from DEV, TEST and PROD as part of Releases
• Integrated HPSM with uCMDB by Web Services to collect information related to the trouble providing enriched data support for the investigation
• Portal communicates with HPSM using Web Services
• Customize & develop ITSM aligned process in HPSM for various ITIL modules: Incident Management, Problem Management, Change Management, Knowledge Management and Service Catalog management
• Implemented Vertical Scaling for the HPSM server with four servlets
• Configured HTML Email Notifications through Connect-IT for change management and Interaction Module
• Have Installed HP Release Control Application and Integrated with HPSM.

• Workflows/Process from Clarity to HP Service Manager Application
• Service Manager v 9.2 (SM) environment setup
• LDAP integration with Service Manager through HP Connect-IT for authentication and User Retrieval
• Configure master database (includes groups, operators & status reference in the modules) for Service Manager
• Configuring Email Notification for HPSM through SCSMTP server
• Customize & develop ITSM aligned process in HPSM for various ITIL modules: Incident Management, Problem Management, Change Management, Knowledge Management and Service Catalog management.

• Migration from Service Center 6.13 to Service Manager 9.2 and Connect-IT 3.81 to Connect-IT 9.2 were the two major components involved in the project
• At the Service manager end the migration involved the following components to be migrated:
• Dbdicts
• Display Options
• Menus
• Forms
• Data migration Connect-It Scenarios were used to migrate the data from SC 6.13 production system to SM 9.2 Test/Production Environment
• At the Connect-it Scenario end Migration involved Scenarios to be migrated from Connect-IT 3.81 to Connect-IT 9.2 version
• The scenarios contained fully functional migrated scenario (.scn) files

• Ericsson is a project hosted in the CRM practice for carrying out enhancements and Change Requests on Ericsson Service Manager Applications
• Ericsson predominantly uses Incident Management, Problem Management, Change Management and Request Management modules
• Customization & Supporting of HP Service manager 7.11
• Modification and creation of Menus, Message class, Notification definition
• Perform Maintenance activity on the Connect IT and HPUX server to ensure successful data transactions from other applications to HPSM and vice versa
• Analysis of HPSX Case Exchange issues with other CRM tools, different instances of HPSM, OVSC, and other third-party applications
• Involved in various Release Management activities as part of MTP