Urmil Verma
Gurgaon
Summary
With overall 10+ years of experience in IT, Dynamic Infra Dev Specialist with extensive experience at Cognizant Technology Solutions, excelling in ITSM/PPM implementation and ServiceNow platform administration. Proven ability in data migration and workflow design, enhancing service delivery and client satisfaction. Strong problem-solving skills complemented by a commitment to quality and efficient deployment practices.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Infra Dev Specialist
Cognizant Technology Solutions
Gurgaon
12.2021 - Current
- Delivered ITSM implementation to align with company processes and minimize customizations.
- Led development of application for LDAP group loading and import set functionality.
- Maintained group membership management, lockdown, and inactivation features.
- Restructured PPM Brown Field by eliminating custom tables and migrating data efficiently.
- Utilized Service Catalog wizard for user-driven data modifications within defined scope.
- Executed deployments using update sets and published applications to company repository.
- Developed custom solutions through configuration and scripting, ensuring thorough testing before deployment.
- Created catalog items based on requirements and designed workflows/flow designer for execution.
Specialist
HCL Technologies
Noida
05.2020 - 12.2021
- Planned, executed, monitored, controlled, and closed all technical tasks for ServiceNow platform configuration and implementation.
- Created and tested ServiceNow update sets across multiple instances and into production.
- Contributed to implementations for Help the helpDesk, mobile app, and language translation features.
- Participated in cloning and upgrading instances to enhance system performance.
- Developed and maintained reports to ensure system operations meet performance targets.
- Utilized client-side and server-side scripting, ACLs, workflows, and catalog items in ServiceNow.
- Built and maintained comprehensive internal technical documentation for reference.
Team Lead
SBSC Pvt. Ltd.
Noida
10.2017 - 05.2020
- Configured Service Level Agreements (SLAs) to enhance service delivery standards.
- Managed various applications including Incident, Problem, Change, and Configuration.
- Generated reports for incidents and tasks based on daily, weekly, or requirement schedules.
- Created users, groups, and roles while loading data into ServiceNow using Import Sets.
- Processed tickets and tasks to ensure timely resolution and client satisfaction.
Senior System Engineer
Infosys Ltd.
Bangalore
01.2017 - 10.2017
- Administered and maintained ServiceNow platform, including ITSM and various applications.
- Executed user account governance, ensuring accurate group maintenance and role assignment.
- Delivered level 2 customer support for tickets assigned to ServiceNow team.
- Managed catalog requests and addressed related user inquiries effectively.
Senior Software Engineer
HCL Technologies Limited
Bangalore
09.2016 - 01.2017
- Administered the ServiceNow platform, ensuring the effective operation of ITSM and related applications.
- Managed user account governance, including group H maintenance, and user role management.
- Configured and maintained system and application settings for optimal performance.
- Provided level 2 customer support for tickets assigned to the ServiceNow team.
- Resolved daily user queries through L1, L2 support.
- Maintained a knowledge database to document known issues and solutions.
Education
Bachelor's - Computer Science
KIIT college of Engineering
Gurgaon05.2013
Skills
- ITIL Framework and ITSM Implementation
- ServiceNow Platform Administration
- JavaScript Development and Scripting
- System Integration and Data Migration
- Workflow Design and Update Set Management
- Application Development and PPM Knowledge
- Time Writing Module Management
- LDAP management
- Data migration
- Workflow design
- Update set management
- ITSM implementation
- PPM Knowledge
- Deployment via pipelines
Accomplishments
- Won Performer of the year every year for implementing sudden/urgent requirements for PPM, for implementing complete custom time writing module in PPM.
Certification
- ServiceNow CSA Certified
- ServiceNow CAD certified
- ServiceNow CIS-ITSM Certified
Languages
Hindi
First Language
English
Upper Intermediate (B2)
B2
Websites
Timeline
Infra Dev Specialist
Cognizant Technology Solutions
12.2021 - Current
Specialist
HCL Technologies
05.2020 - 12.2021
Team Lead
SBSC Pvt. Ltd.
10.2017 - 05.2020
Senior System Engineer
Infosys Ltd.
01.2017 - 10.2017
Senior Software Engineer
HCL Technologies Limited
09.2016 - 01.2017
Bachelor's - Computer Science
KIIT college of Engineering
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