Responsible in deploying and driving the Service Now platform and portal Management related Implementations
Led Service Now customizations (using Business Rules, Glide Record Operations, UI policies, Data Policies, UI Scripts, workflow administration, data imports and exports.)
Manage and maintaining the customer Enhancement / Change requests as per Service Now SLA
Led and implemented the release management activities of various instances
Driving various Integrations tasks to support ServiceNow implementations using tools / services like MID Server,JIRA, SOAP / RESTful web services, Active Directory for SSO, Google Custom Search Integration
Led various teams including business to create and modify Service Catalogs for new Items, process flows and workflow designs
Using Flow designer configured flows to manage Incident, change, and problem management
Utilized various data sources and Service now tables of different formats to deliver the project
Monitor project deliverables and objectives in collaboration with Senior Management Team
Migrated update sets to production and handle release management activities
Chaired meetings in alignment with the PAC processes including change/emergency change advisory board (CAB), Critical Incident Report (CIR), Problem and Release management
Led and managed Incident, Problem and Change processes
Managed End user requirements and Business rules based via BRD documentation and worked closely with tech leads and Business analysts in understanding the current ServiceNow system
Maintain and Monitor Service Level Agreement (SLA) workflow. Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA?s
Created Knowledge Articles to document the steps in creating the catalog items
Worked in Creating Users, Roles, and Groups and load the data to ServiceNow objects using Import Sets on daily, Weekly and Monthly basis
Run monthly reports and SLA KPI's and present to senior management
Worked on Update sets, UI scripts, Notifications as part of customizing SNOW
Developed Service Catalog which includes creating new catalog Items and workflows
Integrations with MID Server ,SOAP Web services, Restful API, Active Directory for SSO using SAML 2.0
Ensures project compliance with Change Management process standards and procedures with process owner
Formulating operational improvements and preventive measures and coordinate them with customers and IT service providers
Created and implemented formal SLA's, resulting in reduced response times and increased incident resolution
Best practices - assess new needs; maintain and update existing documents; ensure check lists are being used when appropriate
Build and maintain business relationships with clients, vendors and end users
Developed project schedules, coordinate project status meetings, in all phases of software development lifecycle
ITIL Process Owner for Incident, and Problem Management and Change management
Worked as Change Manager who is responsible for the review ,Communication, and Coordination of changes
Ensure Change management methodology is adopted in all IT initiatives, attend enterprise CAB meetings to review and approve/disapprove changes
Developed and implemented Service Level Agreements and Operational Level Agreements
Developed project schedules, coordinate project status meetings, and manage resources in all phases of software development lifecycle
Conducted daily reviews on Incident resolution and Service request tickets to ensure timely and efficient resolution
Developed and implemented Standard Operating Procedures establishing policies for Incident Management, Service Request fulfilment, and Service Desk Operations
Schedule and distribute service tickets among service consultants
Conducted training sessions on processes and tools involved
Manage incident and Problem management
Assists the Service Level Management Global Process Owner in driving cost optimization for the process
Assists the Service Level Management Global Process Owner in standardization to enable offshore targets
Actively coordinating & participating in team meetings
Developed and implemented Service Level Agreements and Operational Level Agreements
Run monthly reports and SLA KPI's and present to senior management
Developing and Debugging J2EE applications
Provided support to Development, Testing/QA and Staging environment
Assisted in the development and design of Remedy for incident, problem and project tracking
Service Now Certified Administrator, ITILV3 Certified Professional
Profile
A Qualified IT Professional with 11 + years of Experience in IT where 4+ years of experience in Service now Administrator and Developer
Experience in Configuring applications using Service now Tool using in ITIL management
Strong understanding of ITILv3 processes along with functional and technical knowledge of Service now platform
Experience in delivering medium to large scale Service now Implementations
A self-motivated individual and comfortable with taking ownership and provides leadership in a hands-on with a collaborative manner
Responsible in deploying and driving the Service Now platform and portal Management related Implementations
Led Service Now customizations (using Business Rules, Glide Record Operations, UI policies, Data Policies, UI Scripts, workflow administration, data imports and exports.)
Manage and maintaining the customer Enhancement / Change requests as per Service Now SLA
Led and implemented the release management activities of various instances
Driving various Integrations tasks to support ServiceNow implementations using tools / services like MID Server,JIRA, SOAP / RESTful web services, Active Directory for SSO, Google Custom Search Integration
Led various teams including business to create and modify Service Catalogs for new Items, process flows and workflow designs
Using Flow designer configured flows to manage Incident, change, and problem management
Utilized various data sources and Service now tables of different formats to deliver the project
Monitor project deliverables and objectives in collaboration with Senior Management Team
Migrated update sets to production and handle release management activities
Chaired meetings in alignment with the PAC processes including change/emergency change advisory board (CAB), Critical Incident Report (CIR), Problem and Release management
Led and managed Incident, Problem and Change processes
Managed End user requirements and Business rules based via BRD documentation and worked closely with tech leads and Business analysts in understanding the current ServiceNow system
Maintain and Monitor Service Level Agreement (SLA) workflow. Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA?s
Created Knowledge Articles to document the steps in creating the catalog items
Worked in Creating Users, Roles, and Groups and load the data to ServiceNow objects using Import Sets on daily, Weekly and Monthly basis
Run monthly reports and SLA KPI's and present to senior management
Worked on Update sets, UI scripts, Notifications as part of customizing SNOW
Developed Service Catalog which includes creating new catalog Items and workflows
Integrations with MID Server ,SOAP Web services, Restful API, Active Directory for SSO using SAML 2.0
Ensures project compliance with Change Management process standards and procedures with process owner
Formulating operational improvements and preventive measures and coordinate them with customers and IT service providers
Created and implemented formal SLA's, resulting in reduced response times and increased incident resolution
Best practices - assess new needs; maintain and update existing documents; ensure check lists are being used when appropriate
Build and maintain business relationships with clients, vendors and end users
Developed project schedules, coordinate project status meetings, in all phases of software development lifecycle
ITIL Process Owner for Incident, and Problem Management and Change management
Worked as Change Manager who is responsible for the review ,Communication, and Coordination of changes
Ensure Change management methodology is adopted in all IT initiatives, attend enterprise CAB meetings to review and approve/disapprove changes
Developed and implemented Service Level Agreements and Operational Level Agreements
Developed project schedules, coordinate project status meetings, and manage resources in all phases of software development lifecycle
Conducted daily reviews on Incident resolution and Service request tickets to ensure timely and efficient resolution
Developed and implemented Standard Operating Procedures establishing policies for Incident Management, Service Request fulfilment, and Service Desk Operations
Schedule and distribute service tickets among service consultants
Conducted training sessions on processes and tools involved
Manage incident and Problem management
Assists the Service Level Management Global Process Owner in driving cost optimization for the process
Assists the Service Level Management Global Process Owner in standardization to enable offshore targets
Actively coordinating & participating in team meetings
Developed and implemented Service Level Agreements and Operational Level Agreements
Run monthly reports and SLA KPI's and present to senior management
Developing and Debugging J2EE applications
Provided support to Development, Testing/QA and Staging environment
Assisted in the development and design of Remedy for incident, problem and project tracking
Service Now Certified Administrator, ITILV3 Certified Professional
Profile
A Qualified IT Professional with 11 + years of Experience in IT where 4+ years of experience in Service now Administrator and Developer
Experience in Configuring applications using Service now Tool using in ITIL management
Strong understanding of ITILv3 processes along with functional and technical knowledge of Service now platform
Experience in delivering medium to large scale Service now Implementations
A self-motivated individual and comfortable with taking ownership and provides leadership in a hands-on with a collaborative manner