Pushkaraj Kondekar

Project 1

Technologies used: ITSM, Integration.

Description: The goal of the project is to integrate the ServiceNow instance with BMC Helix, perform the upgrade of the production server to be a supported platform, and provide support for the daily activities of the user.

Roles and Responsibilities:

• Working with process owners and business stakeholders to process functional requirements within ServiceNow, and proposing resolutions and design suggestions.
• Creation report and dashboard.
• Creation of flow as per the requirement.
• Provided support for the upgrade activity of the production instance.

Project 2:

• Performs core configuration tasks, including system policies, business rules, and client scripts.
• Moving data in and out of an instance using import sets, transform maps, and also auto-import of data into ServiceNow.
• Defining Service Level Agreements (SLAs), notifications, and reports.
• Maintains existing applications. Creates code that meets system standards.
• Integration of ServiceNow with LDAP for authentication.
• Manages users, groups, and roles.
• Develop necessary development documentation as needed (e.g. Technical design, developer notes, etc.
• Investigate performance issues, learn troubleshooting tools, and use system logs to find issues.
• Communicating with end users, identifying their difficulties, and changing the applications according to their requirements. 
• Use and administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLAs, Reporting, etc.
• Managing client scripts, UI policies, UI actions, and data policies. Subject matter expert on incident management, change management processes, and knowledge articles.
• Migration of customizations from one instance to another instance.

• Act as a mentor and guide for team members, offering support and encouragement.
• Assign and delegate tasks based on team members' skills and workload.
• Monitor project progress, and ensure deadlines are met.
• Serve as the primary point of contact between the team and upper management.
• Track individual and team performance through regular reviews.
• Provide constructive feedback, and implement strategies for improvement.
• Ensure the team’s output meets quality standards and project requirements.
• Prepare and deliver status updates and reports to stakeholders.
• Maintain clear documentation of team processes and project progress.