Jun 2024 – Oct 2025 · 1 yr 4 mos · Remote · Remote

Jun 2022 – May 2024 · 1 yr 11 mos · Bengaluru, Karnataka, India

Jun 2020 – Oct 2022 · 2 yrs 4 mos · Bengaluru, Karnataka, India

• Maintain the integrity of the ServiceNow platform by setting design standards and a sustainable framework to manage the changes for adequate defining, documentation, communication, testing and implementation of the new functionalities.
• Contribute in IT Service Strategy and Product design and establishment of requirements
• Specialized in leading end to end life cycle of ServiceNow programs for ‘design, build & operate’.
• Accountable for overall ServiceNow Project and Service delivery.
• Work with Business executives/Leadership and evaluate how ServiceNow can be leveraged and aligned with the business roadmap.
• Designed and built several “sustainable” proofs-of-concepts of use cases on the ServiceNow platform in alignment with the business strategy.
• Provide business support and consultancy to the stakeholders of ServiceNow (IT, HR, CSM and other business units within Diageo).
• Drive design workshops across projects to translate solution for business requirements along with stakeholders
• Work with other IT streams to improve the platform adoption and user experience of ServiceNow.
• POC for any escalation and foster the culture of technical discipline and craftsmanship.
• improving development process and optimizes value flow.
• Cost to quality of software and its associated components.
• Assist team fixing problems in system to improve performance and quality of system.
• Responsible for train new technical support/IT staff
• Serve different COE’s of Diageo by understanding their business problem and providing Global solution in such a way that it does not impact ServiceNow OOB functionality to make sure upgrades are smooth.
• Guide teams on project processes, deliverables and contribute to the proposal development, client training and internal capability building and help detail the project scope. Advocating infrastructure services & Solutions.

Aug 2018 – Jun 2020 · 1 yr 10 mos · Bengaluru Area, India

Jun 2017 – Sep 2018 · 1 yr 3 mos · Bangalore

• Strategized and Designed Service Catalog for SmartCenter ITSM application.
• Lead Project to Define Project Goals and provide Project Management to whole Automation Team
• to deliver deliverable on time with quality and expected outcome.
• Demo SmartCenter and ITSM application to client and do requirement Gathering to On-board
• New clients.
• Conceptualize and plan future Road Map of Automation Team.
• Participate in internal and customer meetings assisting with the ongoing offerings as well as
• business development and capture related efforts.
• Provide leadership with the development of policies and procedures for the purpose of consistent
• product delivery.
• Understand Client Integration Requirement and complex work to come up and provide flexible
• solution to articulate Architecture of end to end work.
• Guide ServiceNow team on their project to Design and guide work approach also handle client
• escalation/issues. Responsible for Data integrity And quality check
• Responsible for market lead and response RFI

Jun 2015 – Jan 2017 · 1 yr 7 mos · Bengaluru Area, India

• ServiceNow Technical Lead
• Responsible for End to End Delivery of Project.
• Lead the Team and provide ServiceNow Solution for Business Requirement.
• Help Client to understand OOB functionality and help convert BRD to FSD.
• Provide Solutions in Selling by involving in RFP, RFI Process.
• Held Client Workshops and Help client understand how Servicenow can help their IT to perform better.
• Provide functional and Technical design for Servicenow by following Amalgamation of SDLC application & Agile methodologies.
• Participated in process designing sessions & documenting process flows.
• Ensuring adherence to all OM processes like Problem Management, Incident Management, Change Management & Release Entry Framework
• Business process mapping, GAP Analysis and Identify possible Automation Solution to reduce manual efforts to add value to CSI’s.
• Prioritizing the changes by ensuring successful validation before Implementation and Post Implementation monitoring to fix bugs.
• Provided support for the implemented modules in ServiceNow at different level or to redesign ServiceNow client UI based on client requirements by involving re-engineering methods.
• Hands on experience in creation and execution of unit test cases.
• Deployment checklist and test case document preparation.

Oct 2013 – Jan 2015 · 1 yr 3 mos · Bangalore

• Working on Service Now to implement Service Now as an ITSM solution suite and using
• same Instance to use Service-Now as Enterprise Bus for transformation of Incoming
• /Outgoing data using Web Service and SOAP.
• Adhering Interface of Technical/functional specification given by functional team to deliver
• Service-Now as ITSM tool and Enterprise Service Bus to handle transactions centrally in bus
• layer.
• Key contributor in Service Integration ITSM Tools team including configuring ITSM tools to
• engage effectively over the SI Layer, building Web Services for different technologies and
• providing support for demos to internal stake holders as well as client stake holders.
• Successfully integrated IBMC and Snow Incident Management Module with JBOSS and IBM
• Web sphere Message Broker Enterprise Service Bus using Remedy Web Services.
• Analyzing the workflows so that the existing interfaces and the OOTB functionalities were not
• disturbed to meet client requirement with successful outcome.
• Windows Administration for 15 Production and 26 Development server of Service Integration.
• Full responsibilities of Install DB, ARS, ITSM Suite in Production and Development Servers
• Actively increasing knowledge about the Service-Now tool and services as well as knowledge
• sharing and training of colleagues.
• Resolving client request (Stories and Task) in a fast and professional manner and comply to
• agreed Service Level Agreements (SLA’s)
• Proactively/Reactively fix any errors found as quickly as possible
• Apply critical thinking and problem-solving skills to customer problems
• Conceptual and strategically analytically with an ability to understand information system and
• thoroughly analyze and address business needs.

Jan 2008 – Jan 2013 · 5 yrs · Bangalore

• Build a private cloud automation system with a suite of BMC products.
• Conduct Knowledge sharing sessions across department
• Assist in client demo activities.
• Full responsibilities of Install DB, ARS, ITSM Suite in Production and Development Servers
• Configure foundation data and import foundation data using Import tool set.
• Handling client infrastructure incidents and requests to provide efficient solutions and
• workaround with a quick turnaround using BMC Remedy (ITSM) tool.
• Creating accounts & Distribution List in Active Directory. Password reset, account extension
• or any amendments related to users profile
• Worked on Remedy web service integration technique and build transactional interface with
• the other applications.
• Packaging of all the requirements and deploying the CR’s on the QA and Production servers.
• Providing support to the client infrastructure to the issues/risks raised by the Clients
• Training the new joiners in the team and mentoring and guiding the team as a senior team
• Member.
• Co-ordinating a bridge calls for any priority Incident or change.