$13.0 per Hour
A Solution-oriented and self-motivated professional with 12+ years of extensive experience in designing solutions in IT Service Management and Enterprise Service Management. Accomplished leader capable of delivering large-scale agile projects on time and serving a large team of ServiceNow Functional and Technical Consultants.
Tech Stack Expertise
Service Now Developer
- January 2010 - November 2022 - 12 Year
- January 2013 - January 2016 - 37 Months
- Preparing and defining the project scope of work, its goals and deliverables.
- Analyzing current Ways of Working and existing processes (AS-IS) through Interviews, document (Contract, SLA, WLA, OLA) analysis, Facilitated Workshops.
- Process Development and Deployment based on ITIL and eTOM framework.
- Implementing ISO 27000 standard: Performing Risk Assessment & Risk Treatment Plan preparation, Gap analysis, Self-Assessment, SoA preparation, preparing the Security Incident Escalation Procedure.
- Implementing ISO 22301 standard: Business Requirement Gathering, Risk Assessment & Business Impact Analysis, Preparing Strategy and Business Continuity Action Plans, Preparation and performing Exercises & Test Plans.
- Analyzing the Tools capability to support the process and worked as functional consultant in customization of tools
- Measuring the effectiveness of the Processes Developed through metrics and Key Performance Indicators measurement.
- Conducting process training for operational resources, clients and other third-party resources.
- Defining and Holding Governance meeting on defined intervals and reporting the status to all key stakeholders
Paisabazaar Reward System
- January 2016 - January 2018 - 25 Months
- Automation of Cloud Services for Swedish Customer which includes End to End Automation of the Server Provisioning, Server Customization, Server Lease Management, Server Decommissioning, Server Hibernation, Server Snapshot Management, Server Backup Restore and Firewall Port Opening.
- Automation of the Release Management Process through integrating ServiceNow with Application Lifecycle Management Tools (JIRA and TFS).
- Implemented complete suite of ITSM – Standard, Professional and Enterprise Product suite (including Virtual Agent, Performance Analytics, Predictive Intelligence, Vendor Management Workspaces, Service Owner Workspace and Process Optimization) for various clients across US and Europe.
- Implemented GRC and Customer Service Management Product suite.
- Implemented ServiceNow Upgrades for the ITSM Process following the standard guidelines defined by the ServiceNow.
- Analyzed the Customer Instance and improved the overall Instance Health Score on the 5 parameters: Performance, Security, Manageability, User Experience and Upgradability.
- Implemented Enterprise Chatbot solution for a Global sports and clothing manufacturer.
Master Of Business Administration in MBADelhi Institute
- June 2010 - June 2012