Learning New Features of ServiceNow
Sonu Pal
Senior Consultant - ServiceNow
Mumbai
Summary
ServiceNow Implementation Specialist and Lead Consultant with 8.5 years of experience enhancing operations for organizations through information systems solutions. Proven track record of transforming specific business goals related to growth and efficiency improvements into new system designs. Knowledgeable innovator known for recommending new technologies to enhance existing systems and introduce new systems.
Overview
8
8
years of professional experience
5
5
Certifications
4
4
Languages
Work History
ServiceNow Architect
GQI Consulting India Private Limited
09.2024 - Current
- Execute technical solutions in capacity as ServiceNow developer taking responsibility for the end-to-end delivery of ServiceNow based solutions, from conceptualization to configuration and enhancement of the ServiceNow Platform as well as release management and implementation.
- Perform code migration activity at different ServiceNow instances.
- Provide technical support and troubleshooting for ServiceNow applications.
- Resolve issues and ensure system stability and performance.
- Integrate ServiceNow with other enterprise systems using REST/SOAP APIs.
- Ensure seamless data flow between ServiceNow and other platforms.
- Act as a technical advisor to stakeholders, providing insights and recommendations.
- Researched materials to determine appropriate selection for projects.
Lead Analyst, ServiceNow
RXO Inc. India Pvt LTD
11.2022 - 08.2024
- Assisted with deployment issues by clarifying user questions and identifying problems.
- System Upgrade experience
- Installed, tested and documented result for new software packages, technologies and tools.
- Researched emerging technologies to add value to current offerings.
- Created end user report to extract data from ServiceNow system within specified parameters and mapped with BI application to produce weekly and monthly user survey responses reports.
- Implemented Virtual Agent prompt responses and enhanced the existing chat with IT features
- Multiple integration like i.e., JIRA to ServiceNow, Terraform Integration, UiPath Integration with ServiceNow , Salesforce Request Access integration etc..
Senior Technology Analyst
XPO Logistics India Pvt Ltd
03.2021 - 11.2022
- Provided technical and functional recommendations based on project requirements.
- Oversaw technology services delivery, consulting with relevant personnel to assist with migration and troubleshooting.
- Supported technology design, testing and execution by providing research-based product and process knowledge.
- Brainstormed with interdepartmental personnel to drive continuous technical improvements.
- Ran diagnostics and conducted software tests to resolve system issues.
- Implemented Service Request complex workflows and integrated third party application to execute the process flow.
ServiceNow Consultant
Deloitte India
05.2019 - 02.2020
- ITSM Implementation specialist - implemented incident management, problem management and change request module from scratch.
- Part of implementation team for CSD [Client Software Distribution] module.
- Data migration and Production support activities like update set migration, Non production instance maintenance.
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Integrated technology and business operations to identify targeted solutions to customer issues.
- Implemented practices and procedures to reduce expenditures and increase savings.
- Created and developed detailed work plans to meet business priorities and deadlines.
Associated Engineer
Service-berry Technologies PVT LTD
12.2016 - 04.2019
- Read and interpreted blueprints, technical drawings, schematics, and computer-generated reports.
- Created UI Polices, Client scripts and business rules to accommodate the ITSM process and Enhancements.
- Worked on ATF (Automated Test Framework) and performed production and non-production testing etc.
- Developed work plans for various personnel roles based on strengths and talents.
Education
Bachelor Of Engineering -
SES'S Group of Institution And Faculty of Engineering - Mumbai University
Mumbai, India 06.2012 - 2015.10
Intermediate School - Science Education
Marceline Junior College of Art Science & Commerce
Mumbai, India 06.2008 - 2010.06
High School -
Yogiraj Shree Krishna Vidyalaya
Sakinaka Mumbai 06.1998 - 2008.05
Skills
- IT service management consultant
- Change management design professional
- Proficient in ServiceNow administration
- Hub and spoke architecture development
- REST API integration specialist
- Human resources support and development
- CSM - Customer Service Management
- Hardware asset oversight
- Production support, Bug Fixes, Code Migration, Design Build, Test, and Implementation
Complex Problem-solving ability, Leading a team of 5-8 developer
Certification
Micro Certification - Service Portal, 08/2020 - Present
Accomplishments
- Star Performer of the year 2017-18, Annual Award – Service-berry technologies Pvt Ltd, India
- Applause Award for project performance - Deloitte, India
- Spot Award - Deloitte, India
- Operational Excellence Award (ITSS-Mumbai) for Q1-2022 -XPO Logistics India Pvt Ltd, In
Interests
Timeline
ServiceNow Architect
GQI Consulting India Private Limited
09.2024 - Current
Lead Analyst, ServiceNow
RXO Inc. India Pvt LTD
11.2022 - 08.2024
Senior Technology Analyst
XPO Logistics India Pvt Ltd
03.2021 - 11.2022
ServiceNow Consultant
Deloitte India
05.2019 - 02.2020
Associated Engineer
Service-berry Technologies PVT LTD
12.2016 - 04.2019
Bachelor Of Engineering -
SES'S Group of Institution And Faculty of Engineering - Mumbai University
06.2012 - 2015.10
Intermediate School - Science Education
Marceline Junior College of Art Science & Commerce
06.2008 - 2010.06
High School -
Yogiraj Shree Krishna Vidyalaya
06.1998 - 2008.05
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