Kumar Abhishek
ServiceNow Functional Consultant -ITOM
Noida
Summary
ITIL professional with nearly 16 years of rich experience in IT Operations entailing ITIL Framework, CMDB, Service Improvement, Release & Change Management, Configuration and Asset Management, Process Improvement, ServiceNow Discovery and Service mapping. Worked on multiple projects for APAC and USA, EMEA region from building ITSM Solution, GAP Analysis and Solution Defense meeting. Insightful experience in technical activities including scoping, planning, risk management, finalization of technical / functional specifications, resource administration and quality management. Worked on Maturity Assessment for a project by conducting audits to find out the scope of Improvement. Proven capabilities in monitoring delivery of high-quality customer experience, elevating customer satisfaction, while adhering to the SLAs and work processes.
Overview
19
19
years of professional experience
6
6
Certifications
Work History
Functional Consultant - ITOM
HCL Technologies Pvt. Ltd
Noida
03.2020 - Current
- Analyze client’s current ITSM processes and recommend the most suitable ServiceNow modules (ITSM, ITOM)
- Performed the creation of functional requirement specifications and worked with ServiceNow technical teams to get this implemented
- Run design workshops to help business analyst gather stores
- Provide ongoing support monitor system performance, and collaborate with clients to optimize their ServiceNow environment based on usage data
- Assists with UAT exaction if appropriate
- Also, support process walk through for training development
- Support delivery of organizational capability and effectiveness plan in line with digital transformation strategy and Identify digitalization and automation opportunities within supported business unit
- Developing strategy, direction, and governance processes utilizing ITIL practices; ensuring Service Level Agreement (SLA) adherence, established a 24X7x365 handover mechanism, mandatory escalation metric and delivery support based on ITIL methodologies
Lead - Service Management
Ameriprise Financial
Gurgoan
06.2018 - 02.2020
- Lead requirement gathering workshops to identify use cases and value based acceptance criteria with client and other stakeholders
- Setting up ITIL processes across Ameriprise from drafting policy and procedures to Implementing Service Management Process
- Expertise in ITIL process Maturity, Gap Analysis, Requirements Gathering, Process Architecture and Process Consulting
- Implementing a light-weight Agile Service Management by reviewing and eliminating redundant or unnecessary process steps with a view of simplifying the overall processes and abstracting complexity from the clients
- Stakeholders within the business and use with KPI metrics to give recommendations on improvements within the Service Management function
- Publish IT Performance Dashboard to the executive leaderships
- Awarded by Client for 'Major Contributor Award in project stabilization'
Configuration Manager
CSC India Pvt. Ltd.
Noida
01.2015 - 11.2017
- Develop, design and implement policies and procedures for asset and configuration management of the organization's hardware and software inventory
- Export and utilize data from various departmental databases for use in a consolidated configuration management databases
- Documentation throughout the life cycle of the organizational information system
- Provide configuration management auditing, oversight, and management of the Configuration Management Database
- Assists in the preparation/modification of configuration management procedures and Company policies and procedures pertaining to configuration management
- Improve build configuration and automation to efficiently manage the release of code
- Responsible for managing software catalog within ServiceNow - Add/Change/Retirement of software titles, identify and provide requirements for changes to Service Catalog
- Responsible for license compliance and auditing of the process for compliance with documented procedures
SIAM- Configuration Manager
HCL Technologies Pvt. Ltd
Singapore
08.2013 - 01.2015
- Setting up a CMDB Process comprising analysis, plan, design and implement phase
- Manage all customer CMDB’s end to end and run scheduled report outs
- Provide configuration management support to multiple IT projects simultaneously
- Ownership of change initiatives from evolution/efficiency identification through to project delivery via internal governance and controls
- Worked on ServiceNow ITOM integration with Azure Cloud Discovery for customer
- Defines, creates and monitors CI Data health report/CMDB Health Dashboards and works with CI owners and class managers to resolve any issues
- Management and continual improvement of Auto Discovery process and process, defining the IP range based Discovery for customer
- Develops and maintains dynamic, interactive ServiceNow CMDB related Dashboards and reports that are tailored to the audience and can be used to track the effectiveness of current ITSM process
- Partner with ServiceNow team on platform upgrade, UAT testing for CMDB process
- Responsible for ServiceNow Service Mapping activities and support for ServiceNow Discovery activities, monitors service mapping results, reconciling and addressing any anomalies
- Works with Service Owners and SMEs to ensure that accurate service maps are discovered and maintained
Lead Consultant- Business Transformation
Navisite India Pvt Ltd
12.2010 - 08.2013
- Reviewed and enforcing Change/Release Mgmt
- Process and procedure
- Administered different process incident, problem, change management; established ITIL/ITSM Process Flows and Policy procedure manuals for different Incident, Change and Problem management
- Engaged in designing ITSM recommendation plan, resourcing, process flows, review criteria, report design document, RACI metric, process policy document, and checklist
- Conducted Gap Analysis of processes and indicative process maturity based upon the capability maturity model (CMMI), i.e., Initiation, Awareness, Control, Integration, and Optimization
- Create and lead Transformation roadmaps in synchronization with business expansion strategy
Process Consultant- Asset & Configuration Manager
HCL Singapore Ltd.
09.2007 - 11.2009
- Responsible for Deploying and executing the overall Configuration Management (CM) infrastructure and environment for the defined configuration control and related acquisition and program artifacts at client location
- Responsible for Implementing and maintaining updated Configuration Management System (CMS) including process, procedures and integration with ADDM Discovery tool and real time service status modeling tools
- Working closely, with members of client staff and tool vendor specialists
- Obtained/determined CMDB CI requirements for Singapore Exchange (SGX) owned supported devices (servers, routers, switches and applications, OS's, IP's etc)
- Created custom Normalization and Reconciliation Requirements Document for the Continuous Configuration Monitoring and Management project for BMC Remedy 7.6 based Atrium (Auto Data Discovery Management (ADDM tool)
- Improve build configuration and automation to efficiently manage the release of code
- Collaborate with Configuration Management to ensure that the CMDB and asset repository are sharing the appropriate data points and troubleshoot any data sharing issues
- Create and maintain regular audit schedules for hardware as needed to maintain accuracy within the IT Asset repository and inventory management systems
Change Management Coordinator
CSC India Pvt. Ltd.
Noida
05.2007 - 09.2009
- Responsible for end to end Change Control process, performing technical and administrative functions associated with the Change Management process for UK, NA, and Australian region
- Responsible for maintaining the schedule/Deliverables of the Change Maintenance
- Co-ordinate and manage the end to end change life cycle
- Ensure all the prior approvals are obtained before scheduling and implement the change
- Initiate and Host the Change Advisory Board (CAB) – Discuss, resolve and approve the critical Change Requests that lead to the impact at the client site and within CSC
Global Change Manager - Service Delivery
IBM India Pvt. Ltd.
04.2006 - 05.2007
- Execution and management of the defined change management processes during development and production phases
- Active involvement in identifying continuously improvement ideas for process and tool improvement
- Provide the approval for all emergency and retrospective changes with the minimum necessary requirements that are required to comply with the Change policy
- Initiate and Host the Change Advisory Board (CAB)
- Responsible for coordination with Problem Management/CMDB/ Incident Management/Capacity Management/Project Management
- Develops an agenda for CAB meetings, decide attendees, then circulates RFCs for prior consideration
- Verifies initial prioritization of RFC, Change Category, RFC Urgency and completeness of RFC
Associate Analyst
EXL India Pvt. Ltd.
Noida
01.2006 - 04.2006
- Responsible for evaluating customer accounts, track and report the status of the debt to the Accounts Deptt
- Responsible for recording and maintaining contacts information in ECS
- Accountable for helping customers with questions about service, and new purchase
- Maintaining the monthly dashboard
Education
BBA - BBA
North Eastern Hill University
Shillong 04.2001 -
Skills
- Change Management
- Service Delivery Management
- Project & Program Management
- Continuous Process Development
- Release & Deployment Management
- Transformation Management
- ServiceNow Discovery & CI Mapping
- Configuration & Asset Management
- ServiceNow
- SIAM (Service Integration and Management)
Certification
ITILV4
Personal Information
Date of Birth: 07/30/82
Timeline
Functional Consultant - ITOM
HCL Technologies Pvt. Ltd
03.2020 - Current
Lead - Service Management
Ameriprise Financial
06.2018 - 02.2020
Configuration Manager
CSC India Pvt. Ltd.
01.2015 - 11.2017
SIAM- Configuration Manager
HCL Technologies Pvt. Ltd
08.2013 - 01.2015
Lead Consultant- Business Transformation
Navisite India Pvt Ltd
12.2010 - 08.2013
Process Consultant- Asset & Configuration Manager
HCL Singapore Ltd.
09.2007 - 11.2009
Change Management Coordinator
CSC India Pvt. Ltd.
05.2007 - 09.2009
Global Change Manager - Service Delivery
IBM India Pvt. Ltd.
04.2006 - 05.2007
Associate Analyst
EXL India Pvt. Ltd.
01.2006 - 04.2006
BBA - BBA
North Eastern Hill University
04.2001 -
Similar Profiles
SIRISHA VODURUSIRISHA VODURU
Technical Lead | Senior Data Engineer at HCL Technologies Pvt. LtdTechnical Lead | Senior Data Engineer at HCL Technologies Pvt. Ltd
YEDU KRISHNAN KULAMULLA PARAMBATHYEDU KRISHNAN KULAMULLA PARAMBATH
Lead Engineer at HCL Technologies Pvt. LtdLead Engineer at HCL Technologies Pvt. Ltd
NAVEEN KUMAR DNAVEEN KUMAR D
Lead Engineer at HCL Technologies Pvt LtdLead Engineer at HCL Technologies Pvt Ltd