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Management Service

Delhi, India
February 05, 2018

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ServiceNow Technical Architect

Mobile: 91-858*******



A total experience of 9 years 6 months in IT industry involved in providing Service & Solutions in IT Infrastructure Support Services, with technical expertise in ITSM suite (Remedy and ServiceNow), building process applications after requirement analysis.

7 years 6 months experience on ServiceNow platform including support, administration, configuration, customization, scripting, development, design, and architecture and testing.

Completely involved in implementing and managing end to end process and workflow development for Incident Management, Problem Management, Change Management, Service Request Management, Knowledge Management and Configuration Management Database.

Leveraged both proven and innovative technology approaches to solve challenging business problems.

Provided technical assessments, written documentation and technical expertise.

Being available to travel and work remote to support issues impacting ServiceNow or its related systems within the client’s enterprise.

Experience implementing systems using the Agile/Scrum methodology.

Integration experience (LDAP, SSO, SOAP, REST or other web service formats as well as JDBC and file imports).

Excellent communication and presentation skills and ability to drive a ServiceNow strategy with a customer.

Communicated with the customer in technical/non-technical terms, understood their business requirements, and provide suitable solutions.

Good relationship skills along with being a strong team player.

Worked on continuous improvement by sharing experiences and knowledge with the team.

Provided quality and consistent service to clients.

Excellent attention to details, ability to multitask, and effective time management skills.

Demonstrable analytical problem-solving skills.

Ability to thrive in a high-pressured, unstructured, customer-oriented environment.

Ability to work across organizational boundaries with people of different perspectives, personalities and experiences.


Certificate in Developing Enterprise Applications & Web Services Using J2EE Technologies from NIIT (22 January 2009).

ITIL V3 Foundation Certified from APMG-International (2 May 2012).

LEAN Certified from Genpact (Jan, 2013).

Project Management from IIT(June, 2014)



Remedy 5.1.3/7.1




Oracle 9i (SQL, PL/SQL)

Operating Systems

Windows 98/XP.



PPM Tools

Microsoft Project 2003(EPM),Planview,Symbox


Certification of Recognition Bronze Award (May 2012) Genpact ITIL Config Team.

Certification of Recognition Bronze Award (Jan 2013) Genpact ITIL Config Team.

Bronze Award (April 2015) Dell ServiceNow Team.




Yash Technologies


Stanley Black and Decker


Feb 2017 to Dec 2017


ServiceNow modules: Configuration Management Database(CMDB)


Major Implementation:

Implemented CMDB enhancements as per project requirements.


Performing ServiceNow product features demonstration for customers and preparing SOW after analyzing their requirements.

Preparing Infrastructure Assessment Questionnare,Assessment and Discovery SOW,Capability and Implementation Deck,Flyer,Case Study,Whitepaper etc. as part of IMS Pre-Sales Team.

Contributing to planning for Configuration Management Database (CMDB) project and activities to implement CMDB.

Identifying Configuration Items (CIs) under GIOS and map to the ServiceNow application model.

Controlling CI information, ensuring upstream/downstream relationships are built connecting CIs to IT Services and validate the relationships.

Performing verification and regular audits of CMDB information.

Providing management information about Configuration Management, quality and operations, risks and for trending.

Maintaining quality of CI information entered into ServiceNow CMDB.

Providing training on CMDB processes, reporting and associated tasks.

Collecting and validating information about the current state of CIs, escalate issues to the relevant owners.

Receiving and obtaining notification of significant changes in the state and conditions of CIs. Escalate non-compliance to the IT Security & Operations Teams.

Responding to requests for CI changes and updates from Change Management where human intervention (manual effort) is required.

Providing reporting and metrics on CI information upon request.

Ensuring the linkage between CMDB and ITIL Processes, such as Incident, Problem, Change, Service Catalog and Financial Management are maintained and offer optimum value.

Working with the Asset Management team to ensure Asset & CMDB are in synchronization.

Identifying key metrics for IT to demonstrate trends, hot-spots, and successes across Client Global-IT environment.

Conducting accuracy and validation reviews and adjusts collection sets as appropriate to build reliance on accuracy of data within the organization.

ServiceNow Senior Technical consultant




Nashua, Dubai Airports


Nov 2016 to Jan 2017


ServiceNow Integration


Major Implementation:

Completed solution design document and included solution for integrating ServiceNow with AS400, ProAct and MASC.

Completed 200+ files data loading for Dubai Airports Project including design of transform maps/scripts.


Leading workshops to gather business/technical requirements.

Consulting customers on industry and ServiceNow best practices.

Leading and owning all technical aspects of project delivery and solution delivery.

Application UI Configuration.

Workflow Configuration.

Developing required client specific reporting.

Developing required integration components (SSO,LDAP, etc.).

Interfacing with ServiceNow technical teams, such as Cloud Infrastructure, to successfully set up the SaaS platform.

Key member of the overall implementation project team.

Preparing all client facing and internal deliverables that are technology related.

Driving the continuous improvements of our implementation methodology and service offerings based on client experiences.

ServiceNow Technical Architect






July 2016 to Oct 2016


ServiceNow modules: Service Catalog Management


Major Implementation:

Enhancement of Service Catalog Module.

Enhancement of SLA and Survey.

Prepared process and instance upgrade project documentation.


Worked collaboratively with clients that have varying expertise and exposure to ServiceNow and ITIL concepts in order to solve complex problems.

Provided an interface between the client and technical teams.

Responsible for defining strategic solutions and tactical implementation approaches to support clients’ needs.

Owned detailed project effort estimates and associated resource plans.

Applied good practice scripting techniques to configure robust solutions utilizing the ServiceNow platform while making informed recommendations to process users.

Applied innovative technology to business processes in order to develop new solutions and troubleshoot issues.

Consulted with project lead to develop appropriate technical solutions.

Ensured solution delivery is consistent with the project vision and objectives.

Identified subsequent areas for solution enhancement and expansion.

Followed up on outstanding development needs and providing timely status reports to the project manager.

Advised on options, risk and impacts on business processes and technical architecture.

Communicated technical problems and solutions to both technical and non-technical audiences.

ServiceNow Software Development advisor


Dell International Services


Key Safety Systems, Stanford Childrens Health, BNSF Railway


October 2014 to June 2016


ServiceNow modules: Change Management, Knowledge Management, Configuration Management Database, Incident Management


Major Implementation:

Implementation of Knowledge Management and CMDB in ServiceNow.

Implementation of WordForge Integration with Knowledge Management.

Implementation of DCS Integration with CMDB.

Enhancement of Incident Module.


Responsible and Accountable for design and architecture of Knowledge Management and CMDB in ServiceNow.

Worked as per scrum methodology and release/sprint cycle to implement the business requirements given by different customers mentioned in stories.

Onboarded new customers and did development for requested functionalities on domain separated instance of Dell.

Demonstrated the developed functionalities to Product Owners.

Provided ServiceNow objects and module specific technical training to freshers.

Mentored freshers in my team and supported technical teams.

Ownership of Incident queue and managing it end to end.



Stryker Global Technology Center




August 2013 to October 2014


ServiceNow modules: Change Management, Content Management System, Service Catalog


Major Implementation:

Implementation of Change Management Process on ServiceNow Platform for Stryker.

Implementation of Time Card Module.


Used TFS 2012 for providing development estimates on user stories and implemented them as development tasks.

Responsible for ServiceNow Projects Delivery as part of Web Apps Service Delivery Team.

Responsible for Design and Code Reviews for Team Members.







December 2011 to July 2013


ServiceNow modules: CMDB


Configuration Management (ITIL):

Lead in TSG Configuration Management Team. Maintained CMDB on ServiceNow Application, handled CMDB application enhancements. Any additions or modifications of attributes, relationships for a particular configuration item (CI) were done by the team. CI’s were classified under different classes in ServiceNow application. Worked closely on gathering and then documenting functional, business, technical requirements for implementing different types of enhancements such as CI Form Modification, CI List Modification, New Model Request, Policy Changes etc. Learned the process of CMDB and Data Models in CMDB 3.0 for continuously improving the functionality of Configuration Management Process within ServiceNow Application. The attributes/restricted which are defined for CI’s and for activation/decommission of CI’s it follows approval workflow defined in backend of the ServiceNow application.

Major Implementation:

Implementation of Application Enhancements in CMDB on ServiceNow Platform.


Understanding Client’s Business Case and Responsible for Business Analysis and Requirements Collection.



HCL Comnet System & Services.


Car Phone Warehouse(UK), Spansion(USA)


September 2008 to December 2011


Project Portfolio Management (Car Phone Warehouse), Front End: BMC Remedy 7.1(Car Phone Warehouse), BMC Remedy 5.1.3(Spansion), Back End: SQL Server 2005(Car Phone Warehouse), ServiceNow ITIL Applications/Modules (Spansion): Incident Management, Problem Management, Change Management, Knowledge Management and Service Catalog.


Project Portfolio Management (PPM):

Lead in Project Portfolio Management team. Learned the functionality of the tools (Planview and EPM) along with the Symbox. Resources filled up the Symbox providing the complete information which needs to be added in the Planview and EPM. Involved in the Project Set-Up to be done in these databases (Plan view and EPM). These projects were from different Business Areas (e.g.-Retail and Distribution, Telecoms etc.) and having Project Cost involved with them. The roles were assigned as Project Manager, Program Manager and Service Delivery Lead who all were associated with project directly or indirectly. I managed the complete lifecycle of project portfolios.

Remedy 5.1.3 Administration:

We used the Remedy AR server version 5.1.3 with the operating system windows 2003.We managed 30 fixed licenses and 75 Floating licenses in the system. We also selected three environments in this project for Remedy Development, Test and Production. It provided standard and customer specific Service Level Agreements (SLA’s) using a combination of onsite and offshore resources to provide 24/7 services based on best of breed tools and adherence to the ITIL process of delivery.


In Support Services, I was involved in solving Support issues like resolving the Incident Tickets, creating Tickets for any particular major issues with respect to its severity and requestor information and description

In Configuration Management, I was involved in People Configuration, Group Configuration (Creating, Modifying and Mapping Groups to particular Service/Category/Type/Items), Approvals Configuration (Defining, Modifying the approval levels), Task Configuration (Enabling and Disabling tasks for specific locations) in ARS Forms, also providing Licenses and giving necessary permissions.

Defining and Managing Access Controls/Additive Access Control for Groups, User’s.

Creating, Modifying and Updating Forms, Fields with attributes, etc.

In Development, was involved in Change Control Management i.e. involved in creating Change Control workflows like Active Links, Filters, and Escalations etc. Also modified and customized workflow to create new custom functionality in Remedy's Application. Consulted on additional Remedy workflow changes. Performed coding to provide a modular interface to Remedy's Action Request System (ARS) and involved in enhancement of the larger application.

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 in ARS.

Involvement in Asset Management in CMDB.

Performing Migration on Workflows from source to destination servers, also retrieving Objects on every access of the workflows.

Monitoring the status and progress toward resolution of all open incidents, and keeping affected users informed about progress.

Providing, Obtaining and Activating Licenses for the user’s

Handling the requests on Remedy Support, Application Enhancement, and Development.


ServiceNow enterprises and service provides a unique solution to successfully manage service levels. The integrated service management functionality allowed Spansion to manage crucial support and service processes to successfully deal with today's complex IT management challenges.

This was a new implementation for Spansion, new Service Process and Management Operation with ITIL V3 Framework in ServiceNow web interface. These services mainly include the automation of the Helpdesk support and service operation, maintenance of SLA metrics across process and on call coverage features.

Major Implementation:

Implementation of the following ITIL process in ServiceNow – Incident Management, Problem Management, Change Management, Service Request Management, Service Catalogue, Report, Knowledge Management, Right Answers Integration, LDAP integration.

Survey implementation.

SLA implementation.


Understanding Client’s Business Case and Responsible for Business Analysis and Requirements Collection

Migrated Remedy to ServiceNow Application for Spansion Project.

Performed various integrations (data and process)/application enhancements in the application design/functionality.

Automating processes, Adding functionality, integrating the ServiceNow with an outside application, extending the instance beyond standard configurations through Java Scripting and XML Coding.

Installed and Set up various process applications that are provided with ServiceNow and also create custom applications.

Managed IT processes from start to finish.

Worked on Creating/Modifying the Email Notifications and Email Templates along with the events.

Delivered the Projects/Value Adds as per the timelines.

Implementation/Modification/Restriction done through UI Policies, Business Rules, Client Scripts, UI Actions, Graphical Workflow Editor

Performed basic and advanced configurations in many different ways to address an organization’s business needs and managing ServiceNow instance.

Core Configuration included administering forms, lists and other elements, configured the UI.

User Administration included managing user accounts, groups and roles.

Controlled system access and data security.

Automated multi-step processes and progress through set actions based on conditions in workflows.

Managing Data through the use of UI to administer tables, fields, relationships, and metadata.

Service Administration by configuring guided procedures, reports, alerts, approval rules, and social IT.

Content Management by creating custom pages and extending the look and feel of the UI.



Degree: B.Tech (Electronics and Communication Engineering)

College/Campus: Northern India Engineering College

University: Guru Gobind Singh Indraprasth University (Delhi)

UG Degree in the year 2008 with 78%

12th in the year 2003 with 74%.

10th in the year 2001 with 70%.

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