Vidhya Sagar

Overseeing>overseeing the technical aspects of ServiceNow implementations within an organization.

• Led training sessions on industry best practices and emerging trends, enhancing team capabilities and expertise.
• Enhanced client satisfaction by providing tailored advisory services and strategic recommendations.
• Designing and implementing GRC solutions using the ServiceNow platform and ensuring that the organization's risk management, compliance, and governance needs are met by utilizing the platform's capabilities.
• Proficient in designing and implementing Governance Risk and Compliance capabilities, tailored to meet client specifications.
• Demonstrated expertise in ServiceNow GRC process, adept at customization according to client needs.
• Skilled in crafting new risk/vendor assessments and devising algorithms to determine ratings as per client criteria.
• Analyzed organizational GRC use-cases and business processes, offering recommendations for Governance and Compliance best practices.
• Led teams of over 20+ members in the successful implementation and management of comprehensive GRC processes.
• Engaged in client-facing discussions for requirement elicitation, sprint planning, and guiding organizations through GRC processes. Experienced in Java Scripting within the ServiceNow platform and exposure to ServiceNow portals.
• Proficient in Data Migration, Testing, System Integration, Defect Management, and Troubleshooting.
• Well-versed in Agile methodology, with the ability to independently handle Defects, change requests, and data migration using update sets and XMLs.
• Skilled in ServiceNow scripting, including Business rules, client scripts, UI policies, UI actions, script includes, glide ajax, ACLs, workflows, SLAs, and scheduled jobs.

Major Clients

• Finance and Banking
• Heath Care and Life Cycle
• Telecom and Technology
• Retails

Recent Work Experience

Project #1

Client: Major American Telecom Company
Industry: Telecom Industry
Duration: 1.5 years

Modules: Policy & Compliance, Risk Management, Audit Management, Third Party Risk Management, Privacy Management, Regulatory Change Management. Issue and Remediation Management.
Role: Lead/Technical Architect

Project Description

• Leading migration of Vendor risk management to Third Party Risk Management.
• Leading implementation work of advance risk management
• Providing overall architecture of customer servicenow environment.
• Leading three different thread for parallel development of cyber security, risk management and privacy management.
• Overseeing the technical aspects of ServiceNow implementations within an organization.
• Designing and architecting solutions based on business requirements using the ServiceNow platform.
• Understanding business processes and translating them into technical solutions within the ServiceNow framework.
• Leading a team of ServiceNow developers and administrators. This includes assigning tasks, providing guidance and mentorship, and ensuring the team's productivity and effectiveness.
• Providing technical guidance and expertise to the team members and other stakeholders.

Project #2

Client: Life science and Health care
Industry: LSHC Industry
Duration: 2.5 years

Modules: Policy & Compliance, Risk Management, Custom application. Issue and Remediation Management.
Role: Lead/Technical Architect

Project Description

• Designing and architecting solutions based on business requirements using the ServiceNow platform.
• Understanding business processes and translating them into technical solutions within the ServiceNow framework.
• Leading a team of ServiceNow developers and administrators. This includes assigning tasks, providing guidance and mentorship, and ensuring the team's productivity and effectiveness.
• Providing technical guidance and expertise to the team members and other stakeholders.
• Involved in building the road map and milestones on the implementation of the use cases.
• Providing timely feedback and demos to the concerned stakeholders to ensure the solutions are built as per the requirements.
• Involved in development activities as needed.

Roles and responsibilities:

• Leading two projects with 30+ resources simultaneously to implement GRC process.
• Actively participated in client discussions to gather requirements, conduct sprint planning sessions, and deliver post-sprint demos.
• Contributed to development efforts by customizing the out-of-the-box (OOB) ServiceNow GRC to meet client specifications.
  Served as the principal developer responsible for addressing fixes and implementing enhancements.
• Primary Developer for defects, enhancement requests, service now portals and custom Applications.
• Conducted migration activities from development to quality assurance (QA) and from QA to production environments.

Rewards:

• Received Outstanding Performance Award
• Received Applause Award (2)
• Received Spot Award (3)

• Provided exceptional customer support, resolving complex technical issues with effective communication skills.
• Maintained comprehensive documentation of technical processes, facilitating knowledge sharing among team members.
• Trained junior technicians on industry best practices and company-specific procedures, fostering a culture of continuous learning and professional growth.
• Worked effectively with cross-functional design teams to create software solutions that elevated client-side experience and significantly improved overall functionality and performance.
• Managed multiple high-priority projects simultaneously, consistently meeting deadlines while maintaining attention to detail.

• Implemented Vulnerability Management in Security Operation (Sec-Ops) in serviceNow.
• Mentored junior team members, sharing expertise, knowledge, and best practices to enhance overall team performance.
• Implemented Security Incident in Security Operation (Sec-Ops) in serviceNow.
• Upgraded instance from London to Madrid.
• Implemented and working in agile methodology in environment.
• Created Custom widget in service portal.
• E-bond integration with various vendor and tool.
• Imported data into ServiceNow.
• Install MID Server and given POC for discovery.

• Provided expert support, troubleshooting complex technical problems for end-users in a timely manner.
• Promoted collaboration among IT team members, facilitating knowledge sharing and skill development opportunities.
• Provided expert support, troubleshooting complex technical problems for end-users in a timely manner.
  Promoted collaboration among IT team members, facilitating knowledge sharing and skill development opportunities.
• Involves creation and modification of Client Scripts, Business Rules, Script Includes, ACLs, SLA, UI Policies, UI Actions, UI Pages, Email Notifications, Inbound actions and Workflows.
• Meeting with client for reviewing progress of all development activities.
• Created various email notification to intimate concerned team and to notify about details.
• Integration with third party ITSM to open incident in their environment.
• Experience of Handling Bug Fixes and Enhancement request.

• Reviewed internal systems and organized training plans to address areas in need of improvement.
• Led various projects under guidance and supervision of technical architect.
• Created ACLs, SLAs, UI Policies, UI Actions, Scheduled jobs, Workflow, Email Notifications, Service Catalog, Business Rule, Knowledge management.
• Integration with third party ITSM to open incident in their environment.
• Installed CA Service Desk Primary and Secondary server.
• Installed CA Business Intelligence.
• Installed CA ITPAM.
• Create and configure self-signed certificate for secure network.
• Installed CA Support Automation for remote help and chat feature.
• Integrate CA IT-PAM on both primary and secondary service desk server.
• Configuration of CA BOXI and integration with CA Service Desk.
• Installed arc serve RHA for Replication and High Availability.
• Create scenario in arc serve to replicate database and folder from DC to DR and vice versa.
• Customization of configuration Items and asset page to add new attributes.
• CA BOXI integration with SMTP.
• Establishing and Customizing Automatic and Manual Notifications.
• Requirement gathering.
• Installation of IBM SCCD and its components.
• Configuration of Users, Groups for Security.
• Creation of custom application for site specific users.
• Configuration of classification.
• Configuration of automatic SLA.
• Provided training for IBM SCCD.
• Integration with External LDAP and SMTP.