Oct 2021 – May 2024 · 2 yrs 7 mos · Hyderabad, Telangana, India · Remote

• Building ServiceNow service line and contributing to the growth of services.
• Driving the curation of new products and solutions tailored for COE, fostering innovation and efficiency.
• Overseeing the establishment and management of COE, ensuring seamless integration with ServiceNow best practices.
• Developing and maintaining COE standards, methodologies, and frameworks.
• Leading Consulting Teams to accelerate the setup and operation of COE, driving high-quality service delivery.
• Guiding teams on project processes, deliverables and contribute to the proposal development, client training and internal capability building and help detailing the project scope.
• Shaping value-adding consulting solutions that enable our clients to meet the changing needs of the global landscape.
• Developing and executing a comprehensive strategy for the ServiceNow Practice in alignment with organizational goals and ServiceNow capabilities.
• Recruiting, training, and managing a team of high-caliber professionals, specifically trained employees for COE.
• Fostering a culture of continuous learning and development to ensure the team stays ahead of industry trends.
• Collaborating with business leaders to understand requirements and translate them into technical solutions.
• Overseeing project timelines, deliverables, and resource allocation.
• Staying current with ServiceNow releases, features, and best practices.
• Conducting training sessions and workshops to enhance team capabilities.
• Ensuring all ServiceNow implementations comply with organizational policies and industry regulations.
• Developing and enforcing governance frameworks for ServiceNow usage across the organization.

Feb 2020 – Sep 2021 · 1 yr 7 mos · Banglore

• Analyzing business needs to help ensure ServiceNow solution meets the customer’s objectives by combining industry best practices, product knowledge, and business acumen.
• Leading the solution design and implementation aspects of engagement(s) ensuring high quality, integrated software solutions within constraints of time and budget.
• Providing guidance for standards, processes, and governance. Examples: UI Standards, Coding Standards, development processes such as Agile and release management.
• Evaluating new products, frameworks, and other technologies to determine their viability and fit within the organization.
• Working with the implementation teams and ensuring that designs are understood, tested, and implemented correctly.
• Uncovering design issues early in the project lifecycle, sharing implementation best practices, and recommending solution alternatives.
• Proficient in ServiceNow, building custom solutions on the platform, as well as the integration of ServiceNow with other applications using multiple integration technologies such as SOAP/REST web services, APIs, batch processes, connectors, middleware, etc.
• Architecting the solution from a technical perspective and validating that the proposed technical architecture can be implemented successfully.
• Guiding and providing oversight to technical teams around the solution as well as review their technical design.
• Involving in pilot projects where a POC (proof of concept) is required to verify the feasibility of a proposed technical solution.

Jan 2019 – Oct 2019 · 9 mos · Pune Area, India

• I was employed on a contract basis to work with Infosys for client(Novartis) for Galileo Program.
• As Senior Delivery Manager I managed a team of developers of various levels to deliver high quality technical solutions and products. Role deliverable:
• Responsible for the design, development, deployment and maintenance of innovative solutions using Now Platform.
• Worked closely with global teams and developers and with clients and having the overall responsibility for the technical deliverable of projects.
• Scope gathering, Client Management and Team Handling.
• Consistently delivered high quality projects on time and to budget.
• Learned new skills and stayed abreast of technical developments, successfully applied them to work practices.
• All project functionality and security was tested and reviewed using processes such as the technical design reviews and code reviews.
• Responsible for managing release delivery and activities through different instances.
• Development:
• Provided Technical Solutions.
• Provided technical leadership to application development efforts to exceed client expectations.
• Practiced Agile principle on project execution.Helped to plan delivery in iterative sprints.Helped in making estimations and Project planning.
• Conducted effective requirement planning sessions and application design sessions with cross functional groups.
• Lead and directed the technical tasks to the team.
• Ensured successful development and application support strategy is implemented.
• Encouraged collaborative efforts and camaraderie with on-shore and off-shore team members.
• Demonstrated a working understanding of both quality assurance and software development processes and methodologies, sharing that knowledge with peers, and project team members.
• Demonstrated a strong working understanding of industry best standards in software development and version controlling
• Ensured the quality and low bug rates of code released into production.

Feb 2018 – Nov 2018 · 9 mos · Sydney, Australia

• I was employed on a contract basis to work with:
• Infosys (Pune) from 21st Feb 2018 to 30th April 2018
• Infosys (Australia) from 3rd May 2018 to 2nd November 2018 at client(Telstra) location(175 Liverpool Street, Sydney CBD) for R2R Program.
• 1) Performed gap analysis between existing customer ITSM platform and ServiceNow implementation.
• 2) Documented gaps and provided recommendation for meeting the gaps.
• 3) Supported resolution of issues of the ServiceNow platform post migration.
• 4) Helped building Service Catalog items.
• 5) Built out of the box and custom modules in ServiceNow and also built integrations between ServiceNow and external system.
• 6) Executed a mandatory automated/manual code review process.
• 7) Managed instance and releases.
• 8) ServiceNow platform ownership:Managed the request by working with the relevant stakeholders for impact and risk assessment.

Feb 2017 – Dec 2017 · 10 mos · Gurgaon, India

• 1)Performed ServiceNow product features demonstration for customers and preparing SOW after analyzing their requirements.
• 2)Prepared Infrastructure Assessment Questionnare,Assessment and Discovery SOW,Capability and Implementation Deck,Flyer,Case Study,Whitepaper etc. as part of IMS Pre-Sales Team.
• 3)Contributed to planning for Configuration Management Database (CMDB) project and activities to implement CMDB.
• 4)Identified Configuration Items (CIs) under GIOS and map to the ServiceNow application model.
• 5)Controlled CI information, ensuring upstream/downstream relationships are built connecting CIs to IT Services and validate the relationships.
• 6)Performed verification and regular audits of CMDB information.
• 7)Provided management information about Configuration Management, quality and operations, risks and for trending.
• 8)Maintained quality of CI information entered into ServiceNow CMDB.
• 9)Provided training on CMDB processes, reporting and associated tasks.
• 10)Collected and validated information about the current state of CIs, escalate issues to the relevant owners.
• 11)Received and obtained notification of significant changes in the state and conditions of CIs. Escalate non-compliance to the IT Security & Operations Teams.
• 12)Responded to requests for CI changes and updates from Change Management where human intervention (manual effort) is required.
• 13)Provided reporting and metrics on CI information upon request.
• 14)Ensured the linkage between CMDB and ITIL Processes, such as Incident, Problem, Change, Service Catalog and Financial Management are maintained and offer optimum value.
• 15)Worked with the Asset Management team to ensure Asset & CMDB are in synchronization.
• 16)Identified key metrics for IT to demonstrate trends, hot-spots, and successes across Client Global-IT environment.
• 17)Conducted accuracy and validation reviews and adjusts collection sets as appropriate to build reliance on accuracy of data within the organization.

Nov 2016 – Jan 2017 · 2 mos · Delhi Area, India

• 1)Lead workshops to gather business/technical requirements.
• 2)Consulted customers on industry and ServiceNow best practices.
• 3)Lead and owned all technical aspects of project delivery and solution delivery.
• 4)Application UI Configuration.
• 5)Workflow Configuration.
• 6)Developed required client specific reporting.
• 7)Developed required integration components(SSO,LDAP, etc.).
• 8)Interfaced with ServiceNow technical teams, such as Cloud Infrastructure, to successfully set up the SaaS platform.
• 9)Key member of the overall implementation project team.
• 10)Prepared all client facing and internal deliverables that are technology related.
• 11)Driven the continuous improvements of our implementation methodology and service offerings based on client experiences.

Jul 2016 – Oct 2016 · 3 mos · Gurgaon, India

• 1)Designed Surveys and Service Requests.
• 2)Prepared technical, process and project related documentation.
• 3)Suggested ServiceNow best practices and process improvements wherever applicable and resolved platform issues.
• 4)Lead the technical design and development of high quality ServiceNow solutions.
• 5)Architected and Deployed ServiceNow solutions to support best practice processes needed to deliver business requirements.
• 6)Worked closely with the Project Lead to understand requirements, establish priorities, scalability and project scope, and manage expectations and project delivery.

Oct 2014 – Jun 2016 · 1 yr 8 mos · Noida Area, India

• 1)Prepared Functional Requirement Specification Document.
• 2)Implemented and Enhanced Knowledge Management and CMDB modules in ServiceNow.
• 3)Implemented WordForge Integration with ServiceNow Knowledge Management module.
• 4)Implemented DCS Integration with ServiceNow CMDB module.
• 5)Enhanced Incident Management module in ServiceNow.
• 6)Provided ServiceNow Training to freshers. I was leading, educating, mentoring and developing these resources.
• 7)Ownership of Incident queue and managed it end to end.

Aug 2013 – Oct 2014 · 1 yr 2 mos · Gurgaon, India

• Worked in Web Apps Team to enhance ServiceNow Application:
• 1)Implemented Change Management Process in ServiceNow.
• 2)Provided hands on approach to building prototypes, enabled the customer to have a visual of the end solution.Worked on POC of Content Management System and Service Catalog in ServiceNow.
• 3)Worked on implementation of CSI's and resolving Incidents in ServiceNow.
• 4)Worked on Stefanini Project(Introducing helpdesk process changes in ServiceNow).
• 5)Implemented and enhanced time card module in ServiceNow.
• 6)Worked on recommendations given by ServiceNow to improve performance.

Dec 2011 – Jul 2013 · 1 yr 7 mos · Hyderabad Area, India

• 1)Maintained ServiceNow CMDB:
• Additions/Modifications of CI attributes and relationships.
• Managed the complete lifecycle of CMDB from creation of data models to CI changes through approvals.
• 2)Implementation of CMDB Application Enhancements in ServiceNow:
• Worked closely with Project Manager gathering and documenting functional, business, technical requirements for implementing different types of CMDB application enhancements such as CI Form Modification, CI List Modification, New Model Request, Policy Changes etc

Sep 2008 – Nov 2011 · 3 yrs 2 mos · Chennai Area, India

• 1)Project Portfolio Management:
• Project Setup in Planview and EPM,
• Managed the complete lifecycle of project portfolios.
• 2)Remedy 5.1.3 Administration:
• Configuration of People,Groups,Approvals
• Creation,Modification and Updation of forms
• Administrating and checking the health status of ARS servers on regular basis
• Working with and Generating Reports for the Tickets raised, on periodic issues, for any groups.
• 3)Remedy 5.1.3 Development:
• Creation of Active Links, Filters, and Escalations.
• 4)ServiceNow Implementations:
• Implementation of Incident Management, Problem Management,Change Management, Service Request Management, Knowledge Management.
• Survey and SLA
• 5) ServiceNow Integrations:
• Right Answers,LDAP