Talent's Information
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Location
Kolkata, India
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Rate
$13.0 per Hour
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Experience
9 Year
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Languages Known
English,Hindi
Available for
Background Verification
40 Hr/Week
About Sudipta
Service-now Certified Implementation Specialist with experience of 9.5+ years in Information Technology Enterprise Management Solutions entailing end-to-end implementation of various projects in Service-now.
IT Service Management
Service Portal Development
IT Asset Management
Agile 2.0
Configurations and Integrations
Best Practices
Work Experience
Servicenow Developer
- January 2017 - December 2022 - 6 Year
- India
Projects
Enterprise Service Catalog
- September 2021 - October 2022 - 14 Months
Technologies
Role & Responsibility
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Project involves creation of complex services and Service Portals in ServiceNow with Price Data calculation; automatic scheduling of catalog variables reports and fulfillment task 3rd party integration.
CMS to Service Portal migration.
Configure CSM to streamline customer operations.
Multiple integration: IIQ, Insight
Multiple system upgrades and following best practices.
Built a VA chatbot for my client application to reset password, important links, order status, raise common requests and incidents.
Created multiple topics and flows to implement the same.
Used the Conversational Analytics Dashboard to track performance of the chatbot and refined topics to increase the performance.
Service Catalog Migration
- March 2019 - September 2021 - 31 Months
Role & Responsibility
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Use & Administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLA's, Reporting etc.
Core Application Administration: Policies & Interactions, Application Security, Events & Notifications.
Managing client scripts, UI policies, UI actions and Data policies.
Moving data in and out of an instance using import sets and transform maps and auto import of data into service now.
Defining Service Level Agreements (SLAs), notifications, and reports.
Integration of service now with LDAP for authentication.
Integration of Service Now with StarFish, Clarity, IBM for workflow task automation.
Working with client and functional requirements within Service Now.
Responsible for mentoring peers and junior curriculum developers in Service now platform.
CMS To Portal Migration
- December 2017 - October 2018 - 11 Months
Role & Responsibility
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Actively Involved in End User Portal design, and the ongoing support and maintenance using CMS application ServiceNow and Service Portal.
Configured Virtual Agent for a ServiceNow mobile application. Customized UI and available topics for my client.
Created multiple Natural Language Understanding (NLU) models to provide more accurate results.
Working with client and functional requirements within Service Now.
Documented all implementations and best practices defined within team.
Involved in Paris upgrade.
Subsidiary Data Load
- December 2017 - May 2019 - 18 Months
Technologies
Role & Responsibility
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Writing Automation scripts to configure data load.
Creating reports and dashboards using PA for Assets.
Responsible for executing Test Cases manually, reporting Test Result, and escalating bugs.
Complex Services Migration From New Scale To Servi
- October 2014 - December 2017 - 39 Months
Role & Responsibility
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It involves creation of 200 complex services in ServiceNow with Price Data calculation, automatic scheduling of catalog variables reports and fulfillment task 3rd party integration.
This Project includes services with more than 200 variables on forms with complex conditions and validations.
Created Price Data Calculation matrix which automatically calculate prices of service based on variables selection and show it in UI macro.
Customized reporting table which stores every value selected in variable automatically with the help of workflow scripting.
Fulfillment task 3rd party integration.
Bomgar Integration
- October 2013 - October 2014 - 13 Months
Technologies
Role & Responsibility
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Configured chat functionality for Service Desk ticketing queue
Performing sanity/smoke testing of the application GUI of every day’s build.
Integrated and customized Bomgar tool with ServiceNow as per client requirements.
Client Benefit Management
- March 2013 - October 2013 - 8 Months
Technologies
Role & Responsibility
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Responsible for building and providing support for UI for Copay module and Client Benefit Management.
Performing sanity/smoke testing of the application GUI of every day’s build.
Writing Automation scripts to configure Copay module.
Soft Skills
Industry Expertise
Education
in MCA
Kolkata University- June 2010 - June 2012
