Sayan Bardhan Roy
Hyderabad
Summary
- Innovative ServiceNow Architect with ~11 years of experience in developing software solutions on the ServiceNow platform, showcasing a strong aptitude for driving innovation and contributing to organizational growth.
- Collaborated with cross-functional teams and stakeholders while excelling at analyzing requirements and crafting scalable, secure, and efficient software solutions in alignment with strategic roadmaps for the ServiceNow platform and the organisation.
- Demonstrated remarkable leadership skills by successfully leading and scaling multiple teams, starting from being the sole resource and gradually expanding to team strengths of 18 and 24 members respectively.
- Continually showcased ability to build and manage high-performing teams has been instrumental in delivering exceptional results for various projects.
- Displayed exceptional leadership and mentorship skills, providing guidance and support to SDEs ( Software Development Engineers ) and SEs (Software Engineers), fostering their professional growth and development.
- Possesses strong scripting and coding skills on the ServiceNow platform to effectively transform complex requirements into secure, scalable and reliable solutions.
- Displayed strong aptitude to continually be updated with the latest technology and capabilities of ServiceNow and successfully implementing the same across multiple projects.
- Acted as the sole Onsite Point of Contact for a ServiceNow delivery team of 24 and ensured continuous successful delivery of the project.
- Possesses strong communication skills to effectively collaborate with clients, cross-functional teams, including product owners/solution owners, EAs, SAs, business analysts, and cross - delivery teams to ensure successful project delivery.
- Throughout the career, acted in diverse roles such as Senior ServiceNow Developer, Technical Lead, Onshore Point of Contact, Technical Business Analyst, Technical Solutions Architect, and Offshore Technical Lead, contributing to the design, delivery and implementation of multiple projects within the ServiceNow ecosystem.
- Displayed strong aptitude for continual service improvement by bringing about multiple innovations on the ServiceNow platform by thought-leadership and implementation of custom applications and latest ServiceNow features / capabilities with meaningful customisation to add value for clients and organisation.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Solution Architect
F5 Networks
05.2019 - Current
- Led Design, Development and Implementation of ServiceNow ITBM capabilities with Demand Management, Idea Management, Project and Portfolio Management, Resource Management, setting up of Time card portal and Agile Management.
- Led design, development and implementation of Security Operations of ServiceNow with Security Incident Response, Security Request, Vulnerability Response , Event Management for Security Incidents , Performance Analytics for Sec Ops applications. Setup Qualys , Ansible Tower, Palo Alto and SumoLogic Integrations for Vulnerability Response and Security Incident Response applications. Led Design and Implementation of Vulnerability Response Integration for vulnerability data ingestion from Vulnerability scanner tools via Mend, Wazuh and GCR.
- Led workshops with stakeholders to design and implement ServiceNow GRC capabilities like Policy and Compliance Management, Audit Management, Risk Management, Vendor Risk Management modules. Led efforts to determine ServiceNow capabilities for Business Continuity Management.
- Led Implementation of Security Policy Acknowledgements for onboarding new hires and for yearly Audits.
- Implemented Software Asset Management with SaaS License Management Integrations to pull SaaS License data from Microsoft 365, Zoom and Salesforce CRM.
- Implemented Data Certifications to ensure regular and on demand schedules to certify critical Business Applications data by relevant Application Owners in the system.
- Led Architecture, Design and Implementation of HR Service Delivery capabilities in ServiceNow to automate employee lifecycle events like Onboarding and Off-boarding. Designed and setup HR Services, HR Case and Knowledge Management(for multiple HR COEs), setup HR Document Templates and Managed Documents to auto-generate documents for users. Modified Service Portal to handle Pre-Boarding To-Dos for new joiners before date of joining.
- Designed and developed multiple Service Portals ( ESP, CMDB Portal , TS Org Management, Workplace Safety Portal ) and Mobile Apps ( Agent and Now Mobile Apps ). Designed and setup multiple Workspaces on ServiceNow.
- Led efforts to advocate for platform across enterprise.
- Led Ideation, Design and Implementation for multiple custom app innovations on ServiceNow Platform as follows -
- Unified low-code / no-code framework for Dynamic Catalog Workflow configuration. The custom application helps to configure unique workflows for catalog items.
- SyncNow application to automate API creation in a No-Code framework on ServiceNow Platform in no-code environment for all Inbound API Requests and help send out data in flat file format which was earlier often a real pain-point for integration with Data Warehousing solutions like Snowflake, EDE , Fivetran ( due to ServiceNow’s relational database architecture). Received company recognition BeF5 Value awards for Innovation on platform.
- Automated Documentation Builder application - This application helps automate documentation for all features, enhancements and changes and helps store all documents in a centralised space in Confluence.
- “Task Transfer Configs” application helps manage transferring of task types from one to another with ability to control transfer access controls, visibility criteria, field mappings and notifications for each transfer type.
- “Business Ticketing Space” Accelerator to fast-track setting up of ticketing spaces for different organisation outside of regular IT, catalog items, stakeholders, workflows, dynamic access controls and automate application menu setup, roles granting, etc.
- “Workplace Safety and RTO” application in ServiceNow to manage employee’s return to office during and after CoVid crisis and help HR and GWS ( Global Workplace Solutions) teams manage the same in a streamlined manner. Received Company Recognition awards for the innovation.
- Re-designed Architecture and implementation of a highly complex ServiceNow - Workday Integration to drive all New Hire/ Designation Change and Departure workflows, orchestration with Microsoft AD, Azure AD with a modular and event driven architecture in mind. Related Integration with Sailpoint IAM tool.
- Led ITBM Implementation and customization of Resource Planning / Time Card portal and Expense Line processing
- Implemented Virtual Agent in ServiceNow portal and MS Teams with Natural Language Processing. Currently, leading the efforts to setup AI search in ServiceNow.
- Led Integration efforts for MS Teams to notify org wide communications.
- Worked on multiple integrations using REST, SOAP , Integration Hub and ServiceGraph connectors.
- Led Architecture Design and Implementation roadmap for ongoing CMDB and ITOM project in ServiceNow.
- Successfully led 4 major platform upgrades with 0 major incidents reported.
- Successfully led efforts to improve instance performance and adhere to ServiceNow best practices using Instance Scan findings.
- Worked on other platform features like Performance Analytics , CMDB Data Certification, Flow Designers, Decision Builders, Remote Tables, Knowledge Management, etc.
- Presented ServiceNow platform roadmap and technology infrastructure to customers, leadership and Enterprise Architecture team demonstrating deep familiarity with APIs, platform infrastructure, security and integration capabilities. Managed project scope, schedule, status and documentation.
- Supervised critical project deployments and provided troubleshooting and user support.
- Successfully partnered / collaborated with Enterprise Architecture team to propose and design solutions using ServiceNow platform, creating Architecture Design Documents and presented the same in Architecture Review Boards
- Played a crucial role in building ServiceNow Team strength from 1 to 7 (Hyderabad COE) and globally to a total team strength of 18.
Technical Lead Engineer
Apple Inc ( Cognizant Technology Solutions )
02.2018 - 05.2019
- Act as Technical Lead for ServiceNow -Platform Core team . Recruited for the position of Tech Lead Onshore - Platform Core.
- Led team of 18 and successfully delivered multiple highly complex implementation projects to enhance platform core capabilities of ServiceNow.
- Designed and Implemented custom solution for Platform Notification Optimization with Multi-threading and Parallel Processing for various notifications.
- Implemented highly complex API Caching Application for ServiceNow On-Prem platform which has proven to be a critical project for client to process Inbound API requests during platform downtimes and platform upgrades.
- Led Implementation for project to realize Platform, API and Usage analytics. This project was crucial to understand usage of the platform features, APIs built, user usage and take informed decisions for platform roadmap.
- Implemented complex Performance Analytics KPIs and dashboards using both Automated and Manual indicators.
- Implemented Table Rotation for specific ServiceNow tables.
- Implemented custom scoped application to drive ServiceNow API Throttling with configurable thresholds for minute, hour and day limit for each inbound API.
- Implemented JDBC integrations to pull data into ServiceNOw
- Performance Analytics Dashboards and KPI Implementation
- Implemented environment Data Synchronizer application for all non-prod ServiceNow instances.
- Implemented multiple integrations like Discovery API, Create/Update/Attach APIs, Unibox API.
- API framework Implementation : To have configurable version specific API templates that could be used to define templates to send custom version specific responses
- Performed Platform performance analysis in application layer using Application Server logs analysis and identifying key factors to improve performance of the system.
- Platform level code optimization for implemented customization and rebuild solutions to improve platform performance within ServiceNow Best Practice boundaries.
- Performed all related activities and led multi-vendor team for Upgrade of ServiceNow platforms to ServiceNow London version.
- Acted as Offshore Lead by interacting with client and multiple vendors to showcase platform functionalities, understand requirements, design solutions and demonstrate implementation details.
Technical Lead Software Developer
NVIDIA ( Cognizant Technology Solutions )
01.2018 - 03.2018
- Act as SME for the team and lead development efforts for particular critical project in ESS portal.
- Designed, developed and implemented Custom Smart search bar within ESS portal to propose results for any keyword search.
- Custom functionalities to be built within Service Now to prepare custom reports that are to be sent out to key stake-holders within client organization.
- Implemented Business Rules, Scheduled reporting, Service Catalog custom workflows, Custom reporting, Script Actions, Client Scripts and Catalog Client Scripts, UI Pages and UI macros.
- Built framework to help classify creation of Requested Items being created with right catalog items based on keywords when generic inbound emails for requests are received.
ServiceNow Technical Architect - Onshore
Societe Generale ( Cognizant Technology Solutions )
06.2014 - 12.2017
- Act as Onshore Lead and Lead ServiceNow Architect.
- Spearheaded Development and Support team of 24 as sole Onshore lead.
- Led migration projects for multiple client in-house applications, transforming them into ServiceNow applications, resulting in improved user experience and substantial cost savings for clients.
- Developed complex Custom Assignment Engine and implemented advanced functionalities for IT Service Management (ITSM) modules, including Incident, Request, Problem, Change, CMDB, and Release management.
- Designed and implemented IT Asset and Software Asset Management application.
- Successfully implemented Field level Encryption to enhance data security.
- Engineered, designed and implemented "Notify Now" application, an Artificially Intelligent Outage communications platform using ServiceNow REST APIs, Skype, and Chatbot applications.
- Developed Custom Risk Calculator Engine to streamline Change Management processes.
- Played crucial role as both Business Analyst and Product Owner during various project phases, ensuring smooth enhancement of product functionalities.
- Proficiently integrated REST and SOAP APIs to streamline workflows in ServiceNow.
- Designed and Led Implementation efforts for CMDB implementation project and migration from HP UCMDB to ServiceNow.
- Implemented CMDB population through FTP file imports and auto-population of CMDB relationships using scheduled imports.
- Designed and implemented Dynamic Operational Roles framework for Configuration Items, enabling access control to drive lifecycle of all ITSM processes.
- Achieved seamless bi-directional integration with HPSM tool, streamlining Incident, Request, and Change Management lifecycles.
- Successfully managed ServiceNow platform upgrades to Jakarta version, ensuring system stability and improved features.
- Implemented Edge Encryption to safeguard sensitive data.
- Developed E-Bonding solutions for ServiceNow, enabling specific validations for a targeted business unit within client organization.
- Ensured CMRM Regulatory compliance for Change and Release Management processes.
- Implemented Computer Telephone Integration for streamlined communication workflows.
- Established Service Level Management to ensure adherence to SLAs.
ServiceNow Senior Developer
Credit Suisse ( Cognizant Technology Solutions )
12.2013 - 05.2014
- Implemented Data Driven Dynamic Request Workflow.
- Implemented complex custom functionalities for User specific Favorite Groups suggestion.
- Custom solutions for Suggested Groups population based on multiple parameters and complex logic building.
- Custom Group SLA/OLA Functionality.
- Implemented Custom reporting to be sent across daily schedule.
- Performed integrations with BEM , BMC Remedy and several in-house applications.
- Implemented complex Impact measurement application and integrated it with Problem Management
- Regularly interacted with clients to give weekly demos to clients and the key stakeholders
- Involved in creation of design documents and technical documents.
ServiceNow Developer
Clorox Corporation ( Cognizant Technology Solutions )
01.2012 - 12.2013
- Implemented end to end Incident and Problem Management module for client.
- Implemented SLA Management for Incident.
- Configured notifications, Implemented Business Rules, Script Includes, Email Notifications, UI Pages and Scheduled jobs.
- Implemented Hardware Asset Management
- Performed data mining for Hardware Asset Management and CMDB.
implementations. - Worked on Import Sets and transform maps using Transform Scripts.
- Created UI Scripts, UI Policies and Data policies.
- Worked on Knowledge Management and approval workflows for the same.
- Involved in creation of the design documents for platform functionalities and customisation.
- Successfully led multiple demos to clients to showcase functionalities.
Education
B.Tech - Electronics And Instrumentation Engineering
Future Institute of Engineering And Management
Kolkata2012
Higher Secondary -
West Bengal Board of Higher Secondary (Class XII)
Kolkata, India2007
Skills
- Service Now
- ITSM , ITBM (SPM) , HRSD , GRC , IRM , Vendor Risk Management , Security Operations, CMDB , CSDM , ITOM (Discovery, Orchestration, Event Management) , ITAM (Hardware Asset Management , Software Asset Management) , Service Portal , Workspaces , Virtual Agent , Performance Analytics , AI Search
- Integration with Third Party Tools ( REST , SOAP , GraphQL , Integration Hub , Service Graph Connectors )
- Custom Applications, Scoped Applications, App Engine
- Mobile Application Development ( Now Mobile & Agent Mobile )
- Javascript, Jelly , HTML, CSS , Bootstrap, Angular JS , XML , JSON , REST , SOAP ,GraphQL
- Java, C, C, SQL , Unix/Linux Shell Script
Software / Tools :-
- ServiceNow Releases ( Berlin - Utah )
- Azure DevOps, JIRA, Splunk, SumoLogic, Fivetran, Snowflake , MSTeams , Workday , Confluence, HP UCMDB
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Bengali
Bilingual or Proficient (C2)
Additional Information
- Demonstrated innovation on the platform by creating a custom application called “Smarter NOW”, an incident resolution application that utilizes Natural Language Processing for predicting resolutions and providing dynamic guidance to analysts based off of similar incident resolutions in the past. Received the second prize at the prestigious ServiceNow Hackathon in 2016.
- Pioneered the implementation of SNOB, a chatbot integrated with Elastic Search, acting as a ServiceNOW assistant before the introduction of ServiceNow's Virtual Agent and without external chatbot platforms.
- Successfully integrated ServiceNow with IBM Watson, enhancing the platform's capabilities and expanding its functionality.
- Developed Issue Finder, an application that generates comprehensive issue reports with best practice recommendations, automatically detecting best practice violations in custom scripts. Praised for its usefulness in simplifying the identification of best practice violations without the need for an ACE report. Received recognition awards from ServiceNow COE at Cognizant.
- Created a custom Usage Analytics application within ServiceNow, leveraging ServiceNow App Engine, custom tables, and Performance Analytics to identify platform and role usage for users. Implemented actionable tasks triggered to managers through a custom Service Portal. The application idea was transformed into a full-blown project at Apple.
- Streamlined task assignments, reports, data ownership, and approver configurations with a custom application, ensuring the platform remains free of stale data and enables seamless transfer of tasks to new employees.
- Involved in various Request for Proposal (RFP) submissions and project proposals, contributing valuable insights and expertise.
- Displayed leadership and mentoring capabilities by training multiple batches of resources within the organization on ServiceNow platform administration and implementation.
Certification
- ServiceNow Certified ITSM Implementation Specialist
- ServiceNow Certified System Administrator
- ITIL 2011 Foundation Certified
- Attended Trainings as following -
- ServiceNow HR Fundamentals
- ServiceNow Information Security Fundamentals
- ServiceNow Service Portal Fundamentals
- TOGAF 9.2
Timeline
Solution Architect
F5 Networks
05.2019 - Current
Technical Lead Engineer
Apple Inc ( Cognizant Technology Solutions )
02.2018 - 05.2019
Technical Lead Software Developer
NVIDIA ( Cognizant Technology Solutions )
01.2018 - 03.2018
ServiceNow Technical Architect - Onshore
Societe Generale ( Cognizant Technology Solutions )
06.2014 - 12.2017
ServiceNow Senior Developer
Credit Suisse ( Cognizant Technology Solutions )
12.2013 - 05.2014
ServiceNow Developer
Clorox Corporation ( Cognizant Technology Solutions )
01.2012 - 12.2013
B.Tech - Electronics And Instrumentation Engineering
Future Institute of Engineering And Management
Higher Secondary -
West Bengal Board of Higher Secondary (Class XII)
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