IT professional with total experience of around 13 years of relevant experience in the field of ITSM/CSM/KM/ITOM. Extensive knowledge and experience in implementation and Administration of Service-Now. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Setup a team of serviceNow developers for OpenText HYD and be a single point of contact for ServiceNow deliverables from India CoE.
I worked as a senior application developer implemented ITSM Change module/SAM portal/ Customer portal/ Knowledge/ Integrations for ServiceNow commercial instance closely worked with product owners for deliverables and also analyzed data by which we can reduce the CS cost with help of automations.
Worked as a Senior developer and have implemented ITSM/CMDB for Credit suisse.
Worked as a Associate developer implemented modules like ITSM/ITOM.
Campus placed, Worked as a senior software engineer to implement ITSM modules like incident/problem/change/Service Request modules along with Knowledge management module and also worked for Java projects during initial phase of my career at IGATE.
Service portal
python
javascript
core java
HTML
XML
service now scripting like client scripts, UI policy, Business rules, workflows, flow designers, Integrations
Processes such as ITIL/ITSM/CSM/KM/ITOM
OpenText (Software Engineering Manager) :
Started as a lead developer developed a integration framework for Opentext that can communte with multiple systems with single interface that helps us to ensure high availability of all systems with one single interface. Got promoted with a year as a manager to setup additional team of serviceNow developers in opentext to ensure high availability to ensure quick resolution for customer issues. Was able to successfully build end to end CSM platform for Opentext.
Hire/ train interns on serviceNow platform. Coordinate across global teams and oversee the deployment of ServiceNow changes, updates,Upgrades and enhancements. Manage and prioritize incident resolution and problem-solving efforts. Maintain and enhance ServiceNow configurations, workflows, and integrations as needed. Ensure that ServiceNow remains aligned with business requirements and objectives.
Maintain comprehensive documentations like Business / Functional/ Technical design documents for ServiceNow configurations, procedures, and incident resolutions. Collaborate with ServiceNow vendors and external partners to leverage their expertise and resources on contract basis.
Ensure on time, within budget, compliant, secure, and quality delivery of portfolio for responsible function / service area.
Run efficient DevOps for serviceNow platforms ensuring availability & optimal performance and offer support during Hypercare round the clock to ensure system availability.
ServiceNow :
Worked as Senior Application Developer, delivered end to end change management migration form old to new state transition project in serviceNow with zero defects.
As customer zero we have alo implemented CSM for customers and were successful in transition of Customers from Incident management to Case management.
Implemented Integration with Datacenter by identifying the processes that can automate and help customers for self service.
Implemented end to end SAM[Support account manager] portal and also Customer portal for HI instance.
Executed a model on Cases and identified the requests that are similar and created an automation process to save cost and time of Customer support.
Wipro(Senior Project Engineer):
Worked on implementation of Custom Catalog Item.
Customized using UI pages and UI macros, Worked on all modules incident/problem/KM/CM/Service catalogs.
Followed WBS in order to get the things efficiently without bugs., Peer testing/Peer Code Review has been followed in order to ensure quality in code during implementation. Handled SNOW Sessions for juniors.
Infosys (Associate Consultant):
Implemented ITSM modules incident management, problem management, change management, integration with other event monitoring tools in service now.
Implemented Integrations of Redwood with SN. POC to integrate Service Now with Service Watch, Implemented ITSM modules. Handled SNOW Sessions for juniors.
Worked on performance analytics.
IGATE Global Solutions(Senior Software Engineer):
Customization of Knowledge Management search Functionality in service now, Customization of User Preferences for Email Notification in service now, Customization of Email Preferences based on Application CI’s in service now, Implemented knowledge Module, Provided L3 Support to IM/PM/CM Modules in service now.