Manish Kumar

ad4740@r.postjobfree.com

646-***-****

SUMMARY

A ServiceNow Certified System Administrator with 10+ years of experience in Development and Administration of ServiceNow Platform with Expertise in ServiceNow technical implementation of ServiceNow modules.

Experience in successfully implementing the ServiceNow HRSD platform and processes leveraging the HRSD framework.

Administration of a ServiceNow instance including the delegation of groups, modification of CMS, workflows, business rules, UI actions, UI policies, ACLs, dictionary, catalog items and record producers.

Good working Experience in Eureka, Fuji, Geneva and Helsinki, Jakarta, Kingstone, London and Madrid to Sandiago release.

Develop solutions in the ServiceNow platform that are sustainable and ITIL compliant, identify and define business solutions for ITIL users.

Experience in development of ServiceNow Facilities management

Create integration for user in service production instance

Experience in creating portfoliosand project/demand inside portfolios

Experience in importing and exporting projects in ServiceNow

Hands on experience in analyzing, designing, developing/writing, and managing ServiceNow core applications such as Incident, Problem, Change or Service Request.

Integration experience in ServiceNow with 3rd party tools using web services (SOAP, REST) or other methodology

Provides analytical and technical expertise for ServiceNow configurations.

Personalizes and creates forms and fields, new applications, modules and tables, activates plug-ins, builds reports, gauges and homepages.

Designing and configuration experience in ITSM and customizing of the applications using Java script, AJAX and HTML in ServiceNow.

Administration of the ServiceNow instances, including managing system configurations, gathering and documenting user and process requirements, workflow customizations, and supporting quality assurance teams, architecting technical implementations of IT and business processes, organizing and prioritizing development effort, interfacing with vendors, Work with business representatives and development team for requirements gathering, requirements documentation, creating product backlog documents.

Develop solutions in the ServiceNow platform that are sustainable and ITIL compliant, identify and define business solutions for ITIL users.

Experience of deriving and using UML Use Cases, Activity Diagrams, Class Diagrams during the analysis, design and implementation phase of the projects.

Architecting and designing implementing Service-Now Application not limited to Incident Management, Change Management, Service Request Management, Configuration Management, Event Management, Problem Management and Knowledge Management.

Successfully managed and developed large-scale implementations of ServiceNow across multiple processes and applications for clients in multiple verticals.

ServiceNow ITSM suite which includes Incident, Problem, Change, Service Level Management, Asset Management, CMDB, Contract Management and Service Catalog.

Setting out quality standards for various operational areas, ensuring a high-quality customer experience, while adhering to the SLAs and work processes. Design and implement of SLA - Service Level Agreement and the required Workflow.

Extensive experience in Production Support, Incident Management, Root cause analysis, Problem Management, Change Management, break fix (level 2 and 3 support), adhoc reporting and core processing internal wellness checks.

Hands on experience working on SaaS (Software as a Service) based tools (ServiceNow), with focus on implementing ITIL processes.

Used Agile/Scrum methodology (standup meetings, story boards, sprints) to complete the projects.

Experience in Content Management System (CMS) in ServiceNow.

Customized Scripting on Service Catalog/Email Template/Workflow script.

Create an access control rule (ACL), Use of scripting tools and ServiceNow functionality to create script to automate routine tasks being done in ServiceNow.

Experience in Integration of ServiceNow with Okta for SSO in the Cloud.

Well versed with Agile, Scrum, Waterfall, Spiral Methodology to implement ServiceNow Platform leveraging StartNow module in SN.

Handled customer demos and RFC's for new ServiceNow clients, and accounts.

Piloted ServiceNow initiatives in conceptualizing and implementing robust and effective solution designs for the organization's ServiceNow COE (Center of Excellence).

Experience in all phases of SDLC which includes Analysis, Design, Coding and Testing.

Participated in process designing sessions and documented ITIL process flows for various modules like Incident, Change, Configuration, Problem and Service Catalog.

Experience in designing, development and implementation of ServiceNow Platform.

Designed and developed client scripts, business rules.

Performing ServiceNow core configuration tasks - System Policies, ACL's, Business Rules and Client Scripts.

Performing migration activities - Development to QA, QA to Production.

Creation of custom reports and designing the dashboard.

Proficient in creating Service Catalog and Request Workflow design and configuration.

Strong problem solving and trouble-shooting skills.

Ability to work on large complex projects including creation of process diagrams and performing gap analysis.

EDUCATION

Bachelor of Engineering, J D College of Engineering, Nagpur,India

Northwestern Polytechnic University Fremont,CA.

Servicenow Certified Administrator

SKILLS

ITSM Tools

ServiceNow: Berlin/Calgary/Dublin/Eureka/Fuji, Geneva, Helsinki, Istanbul, Jakarta, London,Madrid Samanage, BMC Remedy

Programming Languages

C, C++, Java SQL, PL/SQL

Scripting Languages

JavaScript, Jelly, HTML, CSS, Ajax, XML

Software Methodologies

SDLC, Waterfall, Agile, XP, Scrum

Database

Oracle 10g, MySQL

Database Tools

SQL Client, TOAD, SQL Developer

Web/Application Servers

IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat

IDE

Eclipse, Net Beans

Version Control Tools

CVS, SVN

EXPERIENCE

City & County of San Francisco-San Francisco, CAFeb 2019to Present

Lead Servicenow Developer/Architecture/ Administrator/ Consulstatant

City and County of San Francisco and colloquially known by its initialism SF, is a city in—and the cultural, commercial, and financial center of—Northern California.

Responsibilities:

Leading ServiceNow HRSD projects and work-streams through design, build, test, and deployment activities leveraging

Evaluate Servicenow HR implementation on their existing process

Worked on several HRSD record producers, HR Services, HR Criteria.

Worked on HRSD Case management enhancements.

Worked with management for HRSD application, AQI feature.

Responsible for maintaining deployment checklist and deploying code changes tohigher environments.

Creation of various artefacts like technical documentation, Unit Test Document,

Implementation of ITIL process including incident, problem, change, knowledge and CMDB for better ITSM on ServiceNow.

Created various workflows for Incident Management, Change Management, Service Requests and SLA's that are exclusive to service the organization.

Orchestrated incident response activities within the Security Operations Center (SOC) using ServiceNow's SecOps module.

Collaborated closely with the SOC team to configure and fine-tune ServiceNow for threat detection and response.

Moved all JIRA project to PPM as part of Implementation go-live.

Working on ITBM- Application Portfolio Management (APM).

End-to-End Development and Customization Incident, Problem, Knowledge Change management, CMDB, Asset Management, Product/Software Catalog- per ITIL processes and policies.

Creating inbound actions to automate case creation.

Worked with Service Portal, Performance Analytics, GRC, CMDB, Discovery, Event Management, Custom applications, Asset Management, Knowledge Management, Demand Management, Resource Management.

Provided ITAM and Configuration subject matter expertise and also provided guidance to clients on software asset management process improvements.

Automated incident enrichment and prioritization processes, enabling the SOC to focus on high-priority threats.

Involved in LDAP integration with Service Now for obtaining users and groups. Customized ITSM, Incident, CPA custom application, Problem Management and Change Management modules based on user Requirements.

Implemented advanced playbooks and workflows in ServiceNow for accelerated incident resolution.

Enhanced the visibility of security incidents by integrating ServiceNow with leading SIEM solutions in the SOC.

Conducted regular audits of SecOps procedures and recommended improvements to align with industry best practices.

Assisted in the development of SOC training programs related to ServiceNow SecOps functionalities.

Leveraged ServiceNow's reporting and analytics capabilities to provide actionable insights to the SOC leadership.

Worked closely with cross-functional teams to ensure that ServiceNow configurations met SOC security requirements.

Maintained up-to-date documentation on SOC standard operating procedures within the ServiceNow platform.

Created 50 plus catalogs for HRSD and multiple HR Services, HR criteria, Topic Details and Topic Categories.

Hands on experience on upgraded ServiceNow versions from London to sandiago.

Working with client stakeholders to document baseline current state HR Service Delivery operations.

Providing hands-on leadership to ensure deadlines are met and key deliverables are always accurate.

Configured email notifications for tasks.

Created catalog items and workflows.

Modified the SLA Definitions based on the requirement.

Experience in working with Content Management System (CMS) and Self-Service portal using Jelly Script and UI Macros.

Supported HR Case Management Module which is integrated with Work day.

Create, monitor, modify, and publish Service catalog workflows with paraller and multiple approvals

Involved in performing scheduled cloning operations.

Creates new applications and new modules to establish an information hierarchy Setup and configure system email and notifications.

Creates and personalizes forms and fields for the various roles and groups to target company requirements.

Configured Mid Server's on Dev, UAT and Production Instances. Involved in creating and migration of update sets between different ServiceNow Instances.

Experience with the following modules: GRC, CSM, Sec-Ops, ITOM, HR.

Extensive experience with ServiceNow Reporting and Performance Analytics.

Experience working with ITSM solutions in an enterprise environment.

Mentors and drives ServiceNow developers in determining effective governance model and most efficient solution delivery processes.

Participate in human-centered design when appropriate to build understanding of user experience.

Experience with both ITSM and ITOM modules.

Knowledge of technical components such as LDAP, SSL, SAML/SSO and experience with Integrations into ServiceNow.

Demonstrated ability to influence and consult to garner the best step forward

Experience with the following modules: GRC, CSM, Sec-Ops, ITOM, HR

Extensive experience with ServiceNow Reporting and Performance Analytics

Experience working with ITSM&ITOM solutions in an enterprise environment

Mentors and drives ServiceNow developers in determining effective governance model and most efficient solution delivery processes

Participate in human-centered design when appropriate to build understanding of user experience

working in an agile environment following agile practices

Hands-on experience developing using JavaScript

Strong working knowledge of ServiceNow ITOM Jakarta components such as Discovery, Service Mapping, Cloud Management, Event Management, and CMDB Design

Experience with supporting clients in ServiceNow operations like User/ Group administration, reporting, Metrics, SLAs, etc

Demonstrable Experience with working on SaaS based tools like ServiceNow with focus towards implementing ITIL practices

Provide informal mentoring to less experienced staff

Strong knowledge of Web 2.0 Technologies (Java Scripting, XML, HTML, AJAX, CSS, HTTP), PowerShell, SaaS applications, network operations

Experience in documenting code and processes in a clear and efficient manner

Proficient in ServiceNow platform development, specializing in custom applications, modules, and workflows.

Skilled in UI/UX design principles for enhancing the user experience within ServiceNow applications.

Experienced in using Adobe Photoshop and Illustrator for graphic design tasks related to ServiceNow interfaces.

Designed and implemented visually appealing and user-friendly ServiceNow UI components.

Developed and configured ServiceNow Service Portals with a focus on responsive design.

Created and customized Service Portal widgets and themes to improve functionality and aesthetics.

Strong knowledge of JavaScript and ServiceNow scripting languages for custom logic and integrations.

Successfully integrated external systems and data sources into the ServiceNow platform.

Collaborated with stakeholders and end-users to gather requirements and ensure solution alignment.

Developed Web Based Application using ASP.NET, C#, AJAX, JavaScript for client-side validations along with .Net validation controls.

Extensively worked on the application using HTML5, CSS3, JavaScript, jQuery, XML, JSON, C#.NET, ASP.NET MVC and Web API.

Good experience in ASP.NET server controls and AJAX controls such as Script Manager, Update Panel and Modal Popup Extender.

Developed N-tier applications using ASP.NET and C# for web forms and entities development

Extensive experience in developing Windows desktop applications using .NET framework, specifically with C# and WPF (Windows Presentation Foundation).

Developed SharePoint solutions using .NET and SharePoint 2013, leveraging SharePoint features and capabilities. Implemented custom web parts, event receivers, and workflows using C# and .NET framework within the SharePoint environment.

Analyzed and identified cybersecurity threats, including malware, phishing, and vulnerabilities, contributing to improved security posture.

Responded to security incidents by conducting investigations, containment, and mitigation.

Participated in threat intelligence sharing communities and organizations to enhance collective security knowledge.

Proficient in using tools and technologies such as SIEM systems, IDS/IPS, and threat intelligence platforms.

Created and presented comprehensive reports and briefings for management and technical teams.

Collaborated with cross-functional teams, including IT, cybersecurity, and legal departments, to address security threats effectively.

Led the development and implementation of information security policies, procedures, and compliance programs.

Managed security risks through assessments, vulnerability analysis, and effective risk mitigation strategies.

Coordinated incident response activities, including incident handling, recovery, and reporting.

Established and maintained security governance structures, including security committees, reporting lines, and accountability mechanisms.

Prepared and presented reports for internal and external auditors, regulatory authorities, and executive leadership.

Demonstrated effective leadership and management in overseeing information security professionals and successful projects or initiatives.

These points can be integrated into your resume to emphasize your experience and qualifications for a CISM role.

Implemented automated processes for user onboarding and offboarding in ServiceNow.

Integrated IAM systems to ensure efficient provisioning and de-provisioning of user accounts.

Designed and maintained role hierarchies to enforce the principle of least privilege.

Defined and assigned roles based on job responsibilities and functions within ServiceNow.

Established access policies to govern user permissions and ensure compliance with security standards.

Conducted regular access reviews to validate and update user access permissions.

Integrated ServiceNow with identity providers such as Active Directory, LDAP, or SAML-based systems.

Ensured seamless single sign-on (SSO) experiences for users accessing ServiceNow.

Integrated ServiceNow with identity providers such as Active Directory, LDAP, or SAML-based systems.

Ensured seamless single sign-on (SSO) experiences for users accessing ServiceNow.

Accomplished ServiceNow professional with extensive experience in designing, implementing, and optimizing GRC solutions.

Proven track record of leading successful ServiceNow implementations and serving as a trusted advisor in GRC strategies.

Demonstrated proficiency in ServiceNow GRC module, including Policy and Compliance Management, Risk Management, and Audit Management.

Led the end-to-end implementation of ServiceNow GRC, ensuring alignment with industry best practices and regulatory requirements.

Demonstrated proficiency in ServiceNow GRC module, including Policy and Compliance Management, Risk Management, and Audit Management.

Led the end-to-end implementation of ServiceNow GRC, ensuring alignment with industry best practices and regulatory requirements.

Conducted thorough analysis of business processes and compliance standards to design tailored solutions within the SAMPRO module.

Collaborated with stakeholders to gather requirements and translate them into actionable configurations and customizations.

Implemented custom fields, forms, and workflows in the SAMPRO module to streamline processes and enhance usability.

Integrated SAMPRO with existing ServiceNow modules and third-party systems to ensure seamless data flow and interoperability.

Established role-based access controls (RBAC) and data privacy measures within the SAMPRO module to enforce compliance with industry regulations.

Provided end-user training and support to facilitate adoption of the customized SAMPRO module and ensure successful implementation.

Implemented ServiceNow platform to streamline IT service management processes, leveraging Service Portfolio Management (SPM) capabilities.

Led the design and configuration of Application Portfolio Management (APM) solutions in ServiceNow, providing comprehensive insights into application landscapes and facilitating strategic decision-making.

Provided guidance and support to teams on best practices for utilizing SPM and APM capabilities within the ServiceNow platform, fostering adoption and maximizing value.

Acted as a subject matter expert on SPM and APM functionality within ServiceNow, offering technical expertise and training to stakeholders and end-users.

Collaborated with cross-functional teams to integrate SPM and APM data with other

Acted as a subject matter expert on SPM and APM functionality within ServiceNow, offering technical expertise and training to stakeholders and end-users.

Collaborated with cross-functional teams to integrate SPM and APM data with other

To support our legal teams, I developed two complementary solutions on the ServiceNow platform: Legal Service Delivery and the General Counsel (GC) dashboard.

Under LegalUnder Service Delivery to help us streamline legal operations and enable the email and spreadsheet-based processes. I created a ticketing system for our legal team that lets them assign and fulfill requests quickly and efficiently.

Additionally, developed an AI virtual agent for Legal Service Delivery for all employees for common legal questions are answered referred to knowledge base articles.

This way, I lower time-to-resolution for issues, support employees more quickly and simply, and keep our legal teams focused on high-priority business needs.

Developed a general Counsel (GC) Dashboard that provides our legal leadership with real-time visibility, elevating the data from Legal Service Delivery and providing actionable insights to decision-makers.

Designed and implemented AWS cloud infrastructure solutions for various clients, including architecture design, deployment, and optimization.

Leveraged AWS services such as EC2, S3, RDS, Lambda, CloudFormation, and IAM to build scalable and resilient cloud environments.

Worked closely with development teams to automate infrastructure provisioning and application deployment using AWS DevOps tools.

Collaborated with stakeholders to gather requirements and configure ServiceNow's Strategic Portfolio Management (SPM) module, aligning it with organizational goals and objectives.

Implemented SPM workflows in ServiceNow to support strategic planning, portfolio analysis, and decision-making processes across the organization.

Customized ServiceNow's SPM module to automate project intake, evaluation, prioritization, and resource allocation, streamlining portfolio management processes.

Contributed to the ServiceNow community by sharing knowledge, participating in forums, and staying updated on latest platform developments. (EO&T)

Contributed to ServiceNow governance practices by defining and enforcing platform standards, policies, and procedures, ensuring consistency and compliance across the organization. (EO&T)

Spearheaded the implementation of ServiceNow Onboarding and Transitions module, streamlining the employee lifecycle management process from recruitment to offboarding.

Conducted user acceptance testing (UAT) for ServiceNow Onboarding functionality, gathering feedback and iteratively refining the solution to meet evolving business requirements.

Monitored ServiceNow Onboarding & Transitions metrics and KPIs to identify bottlenecks and areas for improvement, implementing enhancements to enhance process efficiency and employee satisfaction.

Provided ongoing support and maintenance for ServiceNow Onboarding & Transitions functionality, troubleshooting issues and implementing updates to ensure optimal performance and alignment with organizational goals. (EO&T)

UHG (Optum) – San Jose, CAOct 2016 to Feb 2019

ServiceNow Administrator/Developer

UnitedHealth Group Inc. is an American for-profit managed health care company based in Minnetonka, Minnesota. It is 5th in the United States on the Fortune 500. UnitedHealth Group offers health care products and insurance services. UnitedHealth Group is the largest healthcare company in the world by revenue $184 billion. UnitedHealth Group subsidiaries companies together serves approximately 115 million individuals in 2016.

Responsibilities:

Designing Technical Specs pre-development and updated post Development. Developed the business logic based on the requirement.

Implementation, Customization and Maintenance of ITIL modules such as Incident Management, Change Management, Problem Management, Knowledge, Service Catalog, CMDB in ServiceNow.

Consulted Enterprise Infrastructure & Application colleagues and end users to propose effective, process and solutions to increase and enhance productivity.

Writing Business rules, Client scripts, UI policies and UI actions to customize the instance.

Worked on SSO (Single Sign-on) Implementation and LDAPIntegration.

Created new program Dashboard which consolidated data such as Risks, Issues & Key Milestones using Helsinki.

Involved in customization of UI policies/ UI actions for a Catalog Tasks as well as Incident Management.

Involved in designing, development of Employee Self-service portal, Order guide for Service Catalog, Knowledge base, create a service ticket, schedule a call from the service desk and schedule a time for solving the issues with one to one personally.

Hands on experience with Eureka, Fuji, Geneva, Helsinki and Istanbul.

Expert in providing enterprise Single Sign-On (SSO) solutions and integration of applications using OKTA & ADFS.

Supported HR Case Management Module which is integrated with Work day.

Created homepages including basic reporting, gauge configuration and dashboards.

Implemented and developed PPM module as per the team’s requirement and created dashboards for teams.

Worked on various Process of ITIL like Incident management, Change management, and Problem management, User Administration, Asset management and Reporting andService Portal.

Designing service portal in using HTML, JavaScript, and AngularJS.

Configured SAML 2.0 Single Sign-on authentication, OKTA Single Sign-on authentication.

Configure search settings such as match relevance and attachment indexing.

Experience in working with Content Management System (CMS) and Self-Service portal using Jelly Script and UI Macros.

Worked on Administer tables, fields, relationships and Control system access and data security.

Facilitated creation and testing of future state business processes and script development.

By using Helsinki, submitted project status reports on a regular basis by building a custom table.

Worked on Angular JS for loading templates on a REST services.

Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML.

Creating the UI pages to use them in catalog items, implemented using UI scripts.

Implemented ServiceNow Discovery and CMDB and integrating it with Change management.

Assist clients address business needs through the application of the ServiceNow platform in support of ITIL best practices.

Involved in creating and migration of update sets between different ServiceNow Instances.

These points emphasize your experience and contributions in the realm of Security Operations Center (SOC) and ServiceNow SecOps.

Collaborated with SOC teams to implement security best practices in ServiceNow.

Created and maintained documentation for security incident handling procedures.

Conducted training sessions to enhance the capabilities of SOC analysts in using ServiceNow.

Exporting and Importing tables, import sets, workflows, update sets data from one instance to the other.

Create, monitor, modify, and publish Service catalog workflows with approvals and maintain Single Sign-On integration.

Worked on the functionality of Inventory Management plugin into Asset Management. Working on evaluation, selection, and configuration/developed, and deployed ServiceNow as our ITSM toolset.

Creates new applications and new modules to establish an information hierarchy Setup and configure system email and notifications.

Creates and personalizes forms and fields for the various roles and groups to target company requirements.

Configured Mid Server's on Dev, UAT and Production Instances.

Developed a responsive UI on the HRSD portal for all viewports using Bootstrap/CSS/HTML.

Configured E-mail notifications on RITM, Catalog Tasks etc.

Configured LDAP Server and LDAP Listener for updating the user and group table record.

Used Access Control Rules for securing and providing the right access to right person/role.

Creating database views to pull the reports on variables which are being used by catalog items.

Worked on automated workflow, created training documents, trained personnel, updated processes and procedures.

Maintains an active list of all CMDB data cleanup efforts and prioritize as needed so the CMDB usability is the highest priority.

Integrated different back end systems using Webservices like SOAP and REST.

Implemented ServiceNow Discovery and CMDB and integrating it with Change management.

Budget management for all ITSM, Service desk and QA departments.

Regularly performed Performance Analytics to check the number of tickets resolved.

Manage requirements and reviews on Workflow, Performance Analytics, Visual Task Boards, and Reporting, Homepages in ServiceNow.

Configured and Involved in the Service Mapping, Service Watch Modules HR Case Management.

Performed load, manipulate and maintain data between ServiceNow and other systems.

Involved in performing scheduled cloning operations.

Performed regular data audits and resolved identified issues.

Involved in repair and recover from hardware or software failures; coordinate and communicate with impacted user groups via the SNC Administrator.

Experience building, configuring, & designing the ServiceNow-based ITOM and ITSM solutions

Experience managing application programming and implementation through a full life-cycle methodology including code reviews and change management practices

Experience leading code reviews and support promoting and troubleshooting update set migration

Experience working in and managing multiple update sets and coordinating their release

Experience integrating ServiceNow with 1 or more of the following ITOM / ITSM systems…

Conducted user testing and gathered feedback to iterate and optimize UI/UX designs.

Adhered to industry best practices and ServiceNow development guidelines to ensure code quality.

Maintained compliance with ITIL processes for incident, problem, and change management.

Produced comprehensive documentation for configurations, customizations, and UI/UX designs.

Delivered training sessions to end-users and provided ongoing support for ServiceNow-related issues.

Demonstrated strong analytical and problem-solving skills to identify and resolve platform issues.

Conducted root cause analysis and implemented corrective actions when needed.

Stayed updated with the latest ServiceNow features, UI/UX trends, and industry advancements.

Continuously improved ServiceNow solutions to enhance efficiency and user satisfaction.

Environment:ServiceNow Helsinki, HTML5, Incident management, LDAP, BMC Remedy, REST, SOAP, XML Business Rules, Script Include, Client Scripting, Jelly Scripting, Change management, Service Level Management Java Script, MS SQL Server, Windows 7.

City of New York - Brooklyn, NY Feb 2016 to Sep 2016

ServiceNow Administrator/Developer

The New York City Department of Information Technology and Telecommunications (DoITT) is the department of the government of New York City that "oversees

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