Nikhil Pahwa

Roles & Responsibilties :

Current client - BMO (Bank Of Montreal)

Projects worked on - ITOM/Discovery Management, HAM/SAM Module, Coupa Integration, WorkTrack, Asset Attestation, CyberArk, etc

Duration - 2+ years

• The various software/application’s implementions have been done based on Servicenow like ITOM , Discovery, HAM/SAM, ITSM, CSM, APM, etc
• There has been various applications developments done for various business units and integrate the system with various applications for a seem-less experience of managing most things through single platform i.e Servicenow
• Lead Servicenow Developer implemented & designed various projects & applications based on ITSM, ITOM, Discovery, HAM/SAM modules, Service Catalog, Custom scoped applications, Integrations, etc
• Leading a team of various developers to assign the tasks, managing their work & solving technical problems
• Exposure on ITSM processes using Service Now Platform
• Worked on some 3rd party integrations with Servicenow like Coupa, Solarwinds, Workday, etc
• Implemented and configured the CMDB module in ServiceNow to maintain a centralized repository of all IT assets and configurations
• Worked on various ITOM components such as Discovery, ServiceMapping, Cloud Management, Event Management, and CMDB Design
• Designed and customized CMDB classes, attributes, and relationships to accurately represent the IT infrastructure
• Developed and maintained CI (Configuration Item) identification and reconciliation processes to ensure data accuracy and integrity
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions
• Led CMDB data cleanup and enrichment initiatives to improve data quality and support more effective decision-making
• Collaborated with cross-functional teams to establish and maintain CMDB data governance and ownership policies
• Integrated Servicenow CMDB CI classes with various third party tools to populate the CMDB data for various classes like Solarwinds, Freshservice, etc
• Collaborated with network and infrastructure teams to set up and fine-tune Discovery patterns for various types of assets
• Implemented MID Servers and Probes to facilitate Discovery across distributed and remote networks
• Configured and managed ServiceNow Discovery to identify and capture detailed information about IT assets and services automatically
• Conducted regular Discovery health checks and troubleshooting to address any issues affecting data accuracy and completeness
• Integrated Discovery with the CMDB to ensure a continuous and up-to-date feed of discovered asset information
• Worked with security teams to ensure Discovery processes comply with organizational security policies and protocols
• Designed and maintained Discovery schedules and policies to capture real-time changes in the IT environment
• Developed various Service Catalogs, Workflows
• Hands on Creation of ACLs
• Worked on Flow designer & custom actions. Also explored the Integration Hub in Flow Designer.
• Supported in Servicenow Upgrades
• Experience in working on the ITIL Process Configuration like Incident Management, Problem Management, Change Management and Knowledge Management & Service Catalog Management in Service Now
• Experience on various Service Now customizations as per client's requirement
• Expertise on defining workflows in Service Catalog items, Approvals and Dynamic tasks in Service Now
• Experience on Record Producers and Order Guides

Previous client - Virtusa Corporate Servicenow Application

Projects worked on - ITOM/Discovery Management, ITSM Applications, PPM module, HAM enhancements, etc.

Duration - 1 year

• Worked on various ITOM components such as Discovery, ServiceMapping, Cloud Management, Event Management, and CMDB Design
• Designed and customized CMDB classes, attributes, and relationships to accurately represent the IT infrastructure
• Developed and maintained CI (Configuration Item) identification and reconciliation processes to ensure data accuracy and integrity
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions
• Implemented and configured the Hardware Asset Management (HAM) & module in ServiceNow to manage the lifecycle of hardware assets efficiently.
• Designed and customized HAM workflows to track hardware asset requests, procurement, deployment, and retirement processes.
• Developed and maintained a comprehensive Hardware Asset repository, ensuring accurate and up-to-date asset information.
• Integrated HAM with CMDB and other relevant modules for improved asset visibility and data accuracy.
• Created custom reports and dashboards to provide insights into hardware and software asset utilization, warranty status, and maintenance schedules.
• Implemented and configured the Software Asset Management (SAM) module in ServiceNow to manage software licenses and entitlements effectively.
• Designed and customized SAM workflows to track software requests, approvals, installations, and license compliance.
• Conducted software license audits and maintained accurate records of software license entitlements and consumption.
• Integrated SAM with HAM and CMDB to provide a holistic view of hardware and software asset relationships.

Previous client - Bechtel Corporation

Projects worked on - CMDB, ITSM Applications, HRSD, etc

Duration - 6 months

• Implemented and configured the CMDB module in ServiceNow to maintain a centralized repository of all IT assets and configurations
• Worked on various ITOM components such as Discovery, ServiceMapping, Cloud Management, Event Management, and CMDB Design
• Designed and customized CMDB classes, attributes, and relationships to accurately represent the IT infrastructure
• Developed and maintained CI (Configuration Item) identification and reconciliation processes to ensure data accuracy and integrity
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions
• HR Service Delivery (HRSD) Implementation: Successfully led the implementation and configuration of the ServiceNow HRSD module, streamlining HR processes and improving employee service experience.
• Case Management: Proficiently managed HR cases, ensuring timely resolution and providing excellent support to employees for various HR-related inquiries, such as benefits, onboarding, leaves, and offboarding.
• Service Catalog Enhancements: Developed and maintained HR service catalog items to automate and standardize HR processes, resulting in increased efficiency and reduced manual intervention.
• HR Knowledge Base: Created and curated a comprehensive HR knowledge base, empowering employees to self-serve and find solutions to common HR queries, reducing case volumes and improving employee satisfaction.
• Reporting and Analytics: Generated and analyzed HRSD performance reports, enabling data-driven decision-making and identifying areas for continuous improvement in HR service delivery.

• Implemented & done various modification into some of the existing applications based on ITSM , CMDB, integrations, Orchestration, etc.
• Created data sources and loaded the Service Now tables with different data formats.
• Manages users, groups and roles and functionality implementation with Jelly script
• Design, Build and support testing of the application
• Performs the configuration changes, deployment and data migration activities on Service Now application
• Groups and Roles creation and Implemented ACLs
• Working with client and functional requirements within Service Now by creating Client side scripts, Server side scripts, Business Rules, Script Includes.
• Facilitating rollout of new applications and modules.
• Service Catalog and Request Workflow Design and Configuration
• Worked on HRSD module for Case & Knowledge management particularly.
• Implemented & Modifications on CSM, CMDB , Hardware Asset management modules.
• Designing SLAs, Configuration of Email Notifications.
• Created data sources and loaded the Service-Now tables with different data formats
• Got an opportunity for handling our team for my current project,which is CASE model based on CSM module.
• Having Strong Experience interacting with clients for Information gathering , Analyzing Requirements and Solution proposing.
• Can troubleshoot issues with ServiceNow platform such as Business Rules, Script Includes, Client Scripts, automate using Background scripts, ACLs, Users & Roles, update sets, import sets etc

• Worked as Technical Associate for one of the US client for the
  Servicenow Admin Support and Technical Associate for
  Enhancements on IM, PM, CM. Worked on Reporting as well.
• User Management: Managing user accounts, roles, and permissions to ensure data security and access controls.
• Incident & Problem Management: Tracking and resolving incidents promptly while identifying and addressing underlying problems.
• Change Management: Overseeing change requests and coordinating deployments with minimal disruption.
• System Maintenance & Upgrades: Regularly updating and maintaining the ServiceNow platform.
• Reporting & Analytics: Creating insightful reports and dashboards to optimize platform performance.
  
  
  

• Pursued Servicenow Basics Training and Javascript. Worked
  on the Basics Servicenow Admin and small ITSM development
  project.
• User Management: Managing user accounts, roles, and permissions to ensure data security and access controls.
• Incident & Problem Management: Tracking and resolving incidents promptly while identifying and addressing underlying problems.