Gurugram, Haryana, India
12+ years of total IT & ServiceNow experience in collaborating with clients from multiple domains to drive Technology-Inspired Business Transformations. I specialize in leading the strategic development and enhancement of ServiceNow platform solutions to meet business needs and drive organizational efficiency. I am a certified Six Sigma Lean & Green Belt Implementer. I have also received appreciations and awards from Key Stakeholders for the innovative solutions.
Serve as a strategic advisor within the ServiceNow Impact Customer Success Group, enabling enterprise customers to accelerate time-to-value and achieve targeted business outcomes using the ServiceNow platform. Collaborate closely with Product Owners to translate business requirements into scalable platform solutions, ensuring alignment between product vision, user needs, and ServiceNow architectural best practices.
ServiceNow Architect consulting Fortune 500 company with a global presence across 130+ locations. • Heading ServiceNow practice team, collaborating closely with Product Owner to oversee platform operations & drive innovations aligning with the company's vision and roadmap. • I orchestrated end to end solutions for multiple applications such as IT Service Management (ITSM), IT Operations Management (ITOM), Strategic Portfolio Management (SPM), Security Operations (SecOps), HR Service Delivery (HRSD) and Governance, Risk, and Compliance (GRC-IRM). • Engage with stakeholders, such as business analysts and project managers, to collect requirements and establish technical specifications for ServiceNow solutions. • Streamlined the process of upgrading ServiceNow to its latest versions, and actively investigate and activate new features introduced with the upgrade to enhance productivity. • Responsible for supervising the security of ServiceNow, ensuring that ServiceNow solutions adhere to established security best practices. • Govern & support shared development teams, and enforce best practices with a commitment to prioritizing the delivery of value without customizations. • Focused on exploring cutting-edge technologies like NLU, Gen AI, predictive intelligence with handson experience to deliver creative solutions for our clients. • As a Certified Six Sigma Lean & Green Belt Implementer, I specialize in driving digital transformation to achieve cost savings for the customer. • Assist large and complex pre-sales RFP processes for my company.
Responsible to overall design, implement, integrate, govern, monitor & control product solutions for the different customers ensuring smooth projects delivery with better usability in mind. • Service Prediction & auto routing tickets using Predictive Intelligence & ML Solutions • NLU enabled fully automated Virtual Agent • Integrations Using IntegrationHub spokes (SharePoint, Azure, ABACUS, Microsoft Teams.) • Inbound email auto-routing using Flow Designer • Computer telephony integration (CTI) for Service Desk • Common Service Data Model (CSDM) implementation • Successful deliveries for ITSM & SecOps projects. • Led migration of services from third-party suppliers, establishing support and project teams from scratch.
Built and lead a team of 10+ strong developers to deliver cost and time efficient development projects • Integrated ServiceNow Connect Chat with Oracle Chatbot tool using Scripted Rest API • Human Resource Service Delivery implementation • Dynamic Translations • Intent Discovery • Automated post cloning activities & Manual Data Load activities • Automated Test Framework setup for ITSM Processes • End to end Security Operations (SecOps) implementation
• Developed fully automated custom application 'Third P Enablement' for the third-party vendors. • Integrated ServiceNow with the DTSS Tool using REST Message API.
• Reconfigured Client's ServiceNow platform to support SIAM (Service Integration and Management) Processes. • Responsible for developing fully Automated KM workflow
Worked as an onsite lead for ServiceNow UK Customer for 1 year • Project Management experience on leading, Mentoring, coordinating with teams in an Onsite-Offshore model. • Developed custom application ‘Business Support Desk’ for the Client’s Business Requirements. • Responsible to migrate services from third party supplier to Infosys. • Integrated CAUIM Monitoring tool to ServiceNow using a gateway provided by CA tech. • Responsible for configuring ITIL Service Level Management for multiple vendors.
Worked as a Lead Developer on the ITSM applications • Worked on system development tools like UI Policies, UI Actions, Script Includes, Business Rules, Client Scripts, SLAs, Workflows etc. • Responsible to analyze their current ServiceNow instance and propose improvements. • Attended ServiceNow Boot-camp training from 24th to 28th March 2014. • Received appreciations from Key Stakeholders (Vice President).