Project Management Service
Resume:
Sheshankar Tanaji
469-***-**** / **********.******@*****.***
ServiceNow – Architect & Sr. Developer Service Management CMDB Specialist
BMC Remedy – Architect & Sr. Developer Asset Mgmt. Specialist Training
ITSM Process & platform Architect Integration Specialist Data validation
Service Catalog and Asset Mgmt. Integration Service Portals PPM& PA
Performance Analytics Orchestrations Integrations & ATF
Professional Summary:
Insightful, result-driven IT professional with notable success directing a broad range of corporate ITSM initiates while participating & driving planning, analysis and implementation of solution in support of business objective. Excel at providing comprehensive ITSM/ITIL systems analysis and handles to a full lifecycle project management.
Focused individual, excellent technical leader, team player, team manager and mentor for teams. Hands-on experience in leading at all stages of process & systems development efforts including requirement definition, design, architecture, testing and support outstanding project management frameworks.
Practice Waterfall, AGILE or SCRUM methodologies.
Multi-skilled with capabilities as an ITSM Platforms - Architect and /or senior developer / Process Engineer
AREAS OF STRENGTH (Process, Tools and Technologies)
IT Service Management
Service Level Management
Change and Configuration
Problem and Incident
Capacity and Performance
Availability Management
Asset Management
Inventory management
System Integrations
Enterprise Architecture
Infrastructure Methodology
Technology infrastructure Assessment, Planning, and Implementation
Operational Assessment and Managed Care Outsourcing
Service request and Level Management (SRM and SLM)
Service Catalog
PROJECTS:
FCB, Remote July 2023 to Till Date
ServiceNow Architect (TSM, FSM and CSM)
Designed the workflows to automate the catlogs in Network Management and Service assurance areas to automate the business dimensions in telecommunication service Management.
Worked on Service bridge application and integrated servicenow to publish service catalogs for the customers to access and fullfilment.
Designed integration for the TSM and field service management for various business portfolios.
Designed the system to cater the order management for Telecommunications and Media
Derived the best solutions for the CSPs by increasing the operational efficiency while managing cost to serve.
Utilized the legacy systems and processes to avoid any customer satisfaction, but also lack transparency into operations.
Built co-create solutions and helped the stake holders to chestrate ecosystems.
Lead transformation in IT & Network Operations using ServiceNow and involved in ensuring 100% SLA adherence in project management and upholding the company's values.
Implemented ServiceNow Modules, administration, improved and supported of latest ServiceNow platform.
Designed the standards to perform all aspects of Platform Administration, Design, Development and implementation of ServiceNow.
Designed the plan to perform minor and major enhancements requests to a client’s ServiceNow instance(s), including changes to the user interface, system properties, foundation data, existing workflows.
Performed peer reviews for the developer codes with ServiceNow glide objects such as GlideRecords, GlideSystem, GlideAggregate, GlideAjax etc.
Facilitated roll out of new applications and modules in ServiceNow.Identified system deficiencies, recommended solutions as a trusted advisor.
Part of ServiceNow upgrade projects and ensured clients leverage of the latest releases of the ServiceNow application ensuring implementation occurs in a timely manner with minimal or no disruption to client IT operations
Ensured appropriate tools and processes are in place to have a development/production environment that is reliable and reproducible
Ensured tool configuration consistency across development, testing and production environments Analyzed the issues, estimating the efforts and proposing solutions or prototyping.
Designed the integrations using web services and other web-based technologies such as XML, HTML, AJAX, CSS, HTTP, REST/SOAPFlexible .
Followed agile based approach to software development
State of Tennesee, Nashville, Tennesse Jan 2022 to July 2023
Servicenow Architect
Was responsible for reviewing current architecture and making suggestions/changes for any new development, integration or migration work to be done.
Worked closely with Director of Applications Development
and Infrastructure team to ensure a smoother, more time sensitive operations.
Woked on manipulating data, Workflow automation,Workday and Sailpoint integration.
Participated in and lead design workshops, development, testing and deployment activities with ServiceNow's enterprise customers.
Resposible to share Risk and Compliance best practices and be consultative throughout the technical design of the
project
Participated in functional enhancements discussions with the business & technical teams and guide on configuration vs. customization path for ServiceNow IRM solution
Co-team with the Technical team to produce a technical specification for custom development and systems integration requirements with any 3rd party tools
Implemented ITOM suite and Built the Service mapping and business Service Maps for Application portfolio and TPM.
Review any customer integrations through APIs using SOAP/ REST, Webservices required for building some feature/functionality in ServiceNow TSM platform
Maintain current ServiceNow knowledge through self-study and utilization of available training
Responsible for supporting the design, development, and continuous improvement of enterprise Service Management solutions in ServiceNow
Was collaborating with the existing internal ServiceNow team (and customers) on activities and development projects
Perform the design review and Code reviews for custom portal,modules, API and software integrations, customized web pages, User interface policies, scripts, etc.
Part of Planning and Lead the TSM upgrades, updates, etc. as needed and built the custom Health Dashboards for Field Service Management.
Implemented Service graph connectors for cloud discovery of CI’s
Maintaining the technical expertise relevant industry standards and best practices in ServiceNow
Ensured the logical and systematic conversion of product requirements into systems solutions that acknowledge technical, schedule, and cost constraints
Developed creative technical solutions to complex problems.
Performed duties based on documented Project Implementation Plans, Exercised judgment in methods, techniques and evaluated criteria for obtaining results.
Deloitte Services, Nashville, Tennesse Sep 2020 to Jan 2022
Servicenow Architect
User Profile Management (UPM) Solution: Created UPM document and integrated ServiceNow with 2 separate Active Directories using LDAP for User Profiles data.
Single Sign-on: Client is using 2 separate ADFS for single sign-on. Configured the SSO using Multi-provider SSO with those ADFS for Single Sign-on.
ITSM Configuration and Customization: Configured Incident, Problem, Change Management, CMDB, Service Catalog and customized the modules as per the agreed functional specification.
Worked on custom integration and out of the box integrations for cloud relevant tools and cloud discoveries.
Integrations:
oSplunk – ServiceNow integration for Alert ticket creation based on event management process
oWorkday – HR Profile, Location, Cost Center and Department table are getting the data thought workday integration using HR Integration module.
oActive Directory: Customer has 2 Active directories that is integrated with ServiceNow using LDAP through Mid Server.
oSSO: Customer has 2 ADFS system that is integrated using Multi-provider SSO
oCTI: Telephony integration with ServiceNow
HRSD Module implementation:
oCustomized the HR Case module as per customer requirements
oCreated a custom portal in Service Portal for the HR module users.
oCreated various HR Catalogs (record producers) for the HR Services defined in the system.
oCustomized Employee Relations cases with added security (ACL’s), which can be accessed only by specific groups.
oAdded field level encryption on certain fields in HR profile table (SSN, DOB etc)
oAdded the Knowledge Blocks plugin in Knowledge Management module.
ITOM Implementation :
oWorked on modelling and developing service maps within the platform, performing discovery of business services and their dependencies, resolving issues with the auto-discovery process, configuring collectors, integrating with monitoring solutions, build dashboards, and validating the accuracy of the maps and service uptime.
oHandled CI/Asset classes and Model categories and worked on all the four phases of ServiceNow discovery (Scan, identify, classify and exploration)
oDeveloped discovery schedules and discovery IP range sets
oConfigured and deployed MID server in infrastructure for UNIX and Windows platforms.
oConfigured the credentials for discovery of different IT components in an infrastructure.
oDeveloped Import sets and Transform maps for the manual data loads and relationships built
oIntegrated with other discovery tools like HP uCMDB, Zenoss core, Nagios etc.
Drive the implementation of ServiceNow Connect Chat to enable users to chat with individuals and groups, quickly share files, and collaborate on any record by connecting with the right people instantly. Created the chat queues based on language.
Drive the implementation of ServiceNow Service Desk Call module to create a call record and quickly capture basic information from a customer contact.
Responsible for defining, designing, and implementing different modules of ServiceNow ITBM (IT Business management) with respect to Project and Portfolio Management (PPM).
Customized Project and Demand module based on customer’s existing PMO process. Some of the custom functionalities built in ServiceNow for Project Managers are:
oProject Complexity Profile
oProject Health Assessment
oProject Closure Report
oProject Artifacts
oStakeholder Management
oLessons Learned
oCustomized Project Status Report
oRAID Logs
oAWS services with EC2,, SQS, SNS and Cloudwatch.
oAERB (Architecture Review)
IntegrationHUB:
oEnabled integrationHub to execute of third-party APIs as a part of a orchestration flows and integration flows for certian events in ServiceNow.
oDeveloped and configured the integrations using the spokes and configured and enabled to add powerful actions.
oWorked on Spokes for base system integrations and used Post messages and ServiceNow incident, problem, and change record details to HipChat, Slack spoke, or Microsoft Teams spoke communications channels.
ohave been part of synchronize of data systems for the ebonding, AWZ, Azure and other ebondings.
oWorked on the messaging queue JMS and ActiveMQ for the ReqeustQUEUE Limit automation.
Responsible for end to end implementation of PPM module including Demand Management, Resource Management and Project Management.
Developed the customizations in ServiceNow by creating custom forms, Client Scripts, Business Rules, UI Actions etc.
Responsible for the creation of Project Portfolio Management process document that includes idea, demand and project end to end life cycle including roles, responsibilities, policies and process to manage project from conceptualization to realization.
Prepare functional requirements specification document for idea, demand and project deviations from out of the box.
Onboard client on to the PPM module by setting up the idea management group, demand manager group, demand approval group, portfolio manager, program managers and project managers
Create training materials, schedule and conduct trainings across PMO organization.
Integrated for the email integration with Apex Central / Control Manager
Developed the notifications towards Servicenow from Apex Central / Control Manager for threat detection and to create new Security Incident Response activities.
LnT Infotech, Remote Jan 2020 to August 2020
Servicenow Architect (End Client CLARIOS)
Architect, plan, design and manage the implementation of ServiceNow ITSM Products like CMDB, Asset Management, and Other core ITSM processes and Integrations.
Define and implement the approach to migrate the client from outgoing JCT Servicenow to ServiceNow platform.
Conducted process workshops for ITSM modules and CMDB modules and gathered the requirements for configuration and customizations.
Implement Configuration Management System, Incident Management System, Change Management System, Release Management System, Knowledge Management, Problem Management System, Service Catalogue Management and establish its process, policies, procedures, scope, Key performance indicators, reports, roles and responsibilities.
Created the Functional Requirement Specification for the customizations required for the OOTB deviations.
Cognizant / KeyBank, Dallas Rx (remote) : August 2019 to December 2019
Servicenow Architect.
● Worked in fixing Defects/Incidents that were caused part of Upgrade,Created Dashboards for Projects to valuate amount of work done and To-Be done.
● Lead Developer on developing and designing Custom Service Portal (IT Help Center) for Organization. This project includes new features like Knowledge Base, Multiple language translation, over 300 catalog items availability in service portal.
● Worked in Architectural Design, Developing, Customizing Service Portal by Creating/Updating Widgets and pages in Service Portal. Designed Service Portal by splitting them to multiple Phases for providing Better user experiences each phase.
● Worked on Design New Service Catalog for Ecolab and recommending solutions for developers on best practices on scripting Catalog items, Order Guides.
● Created Guided tours for ESS users that helps in understanding tool and provides good Customer Experience.
● Worked closely with Active Directory, Workday and AZURE team in implementing SSO in ServiceNow.
● Will provided technical solutions to developers in weekly stand up call. This helps in crossing road blocks for developers.
● Worked on DOM Manipulators and non-mobile friendly Catalog Client Scripts which were road blockers for Service Portal and update these scripts to work in both Legacy and Service Portal view, ● Worked in all Phase of Service Portal Design, Development for user friendly Experience based on Usability Study.
● Worked in Integrating CDW ServiceNow with Ecolab ServiceNow on Incident application via 3rd party tool Perspectium.
● Experience in Leading Integration Project with Perspectium. Played key role in Business Requirements Gathering, Pre-project Documentation, Phases of Development for creating data source, Transform map, field mapping and testing.
● Created test plan documentation for integration project for Phase 1 and Phase 2.
● Worked on various modules of ServiceNow like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.
● Created the Business rules, Catalog Client scripts, Catalog UI policies for the new service catalog requests developed for various catalogs depending on business need.
● Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action, and Business Rules.
● Involved in creating and configuring the SLAs as per the requirement.
● Created Data Sources for various external applications. Used Import sets and Transform maps to import data into ServiceNow.
● Created Access Control List (ACL) rules for forms, tables, modules, and managed groups/roles according to the requirement.
● Created Events rules and Alert Rules in Event Management. Did Demo to Ecolab Operations Team on OOB EVENT Management.
● Configured and Installation of MID Server to import data from external sources.
● Worked on Discovery tool to find all configuration Item and populate the CMDB.
● Will monitoring Discovery Jobs that run 24x7 to scan CI, s across Ecolab Org.
● Responsible for creating various homepages including basic Reporting according to the business needs.
● Created Update sets to move customizations between different instances.
● Have experience on Data Lookup definitions and implemented in Incident management.
● Incorporating the coding standards and best practices in the implementation.
● Deploying the developed code to QA/Stage/Production instances using Update Sets.
HCL / Gulfstream Aerospace, Savannah, GA Dec 2013 to August 2019
Developer – Servicenow / BMC remedy
Migration Specialist – ServiceNow migration and design.
• Develped CMS and CMS+ Plugins and was responsible for managing front end requirements as well.
• Involved in introducing AngularJS Plugin into ServiceNow and widely used it in creating the front end view of Portal.
• Created Ng-Services and Ng-Controllers using UI Scripts and built Ng-Applications and Ng-Modules using UI Macros.
• Worked on managing the UI Scripts, UI Macros and UI policies.
• Performed integrations with two other ServiceNow related instances apart from Portal (REST, Scripted Web Services & SOAP).
• Involved in managing the Mid Server and monitored it throughout the project.
• Automated the process and worked on Opportunities, Quotes and Contract related to CRM.
• Involved in tracking, managing and fixing the Incidents, Problems or Changes related to Portal and sometimes Surf/Hi related issues.
• Expertise in ServiceNow scripting including Business Rules, Client Scripts, Script Includes, Ajax calls etc.
• Created SLAs and participated in running SLAs and responsible for closing successfully in ServiceNow.
• Defined users, groups and roles and providing accessing permissions in ServiceNow.
• Worked on migration between various ServiceNow environments using Update Sets.
• Using import sets migrated the data from internal ServiceNow tools into the portal.
• Implemented SSO (Single Sign On) OKTA, using import sets.
• Worked on creating workflows in order to automate the approval process.
• Created workflows for automating the process of approvals between ServiceNow and SAP. Used Dynamic Approval rules in order to send the approval to a particular person or a group.
• Built Application architecture using Microservices and same has been used for the patterns for the service mappings.
Integration work done:
Integrated ServiceNow with other ServiceNow instances within the organization.
Also worked on Mid Servers with Discovery for CMDB related work.
Performed Integrations with WHTP Exporter, STRIPE, CRM, SSO, SAP.
Worked as process consultant gathering requirements, defining SLA’s, documentation, metrics and reports using HCL’s Dashboard tools and utilities interfacing with Remedy.
Define, develop and configure Modules in BMC remedy and Servicenow .
Implemented CMB with its necessary attributes, population of data through manual and discovery SoR’s, testing and rolling it out into production.
Providing Warranty and defect fixtures after CMDB is in production.
Designing and defining Asset Management framework and technology, improvising CMDB with Asset attributes and data from various SoR’s. Gathering requirements and defining processes with Process Teams to enable process and technology integrations with Gulfstream’s SAP and disparate Inventory and Asset Management tools. Was leading the single platform initiative with a project manager.
Working with reconciliation Rules, creating, running Jobs in RE Manager, working with classes and good knowledge of Common Data Model
Integrated Devops with Servicenow with he PBI’s to Stories.
Worked on fixing BMC ADDM discovery issues and improving data importing into CMDB.
Work on fixing bugs and defects in BMC Remedy System for smoother integration and functionality of services.
Design, plan and identify Service Management modules that can be migrated to ServiceNow. Completed migration of IM with automated incident, Problem Management, Service Requests and IT Service Catalog on ServiceNow with minimized Asset and Inventory database integration. Build custom API’s to bring in data from Remedy Asset management feeds and federated Asset SoR’s for a functional IT Service Catalogs.
Tata Consultancy Services, Jan 2011 to Nov 2013
Developer-ServiceNow
Sr.Developer for Service Catalog, rating systems, Service Requests configurations, AD Integration using SAML, Integration of federated CMDB through ServiceNow Mid-Server technologies, Incident Management, Problem Management, Knowledge Management and Change Management workflows and respective customizations.
Development activity was across IT Services of EMC encompassing 60 thousand users. Second sub-domain with Service Catalog and SR’s were built for their second Business Unit in North Carolina Data Center services.
Used the ServiceNow SCRUM module and AGILE methodologies for requirements and development tracking.
● Configured the LDAP Integration by integrating Active Directory to Service Now.
● Configured Altars application to bring asset related data into Service Now by using SOAP calls
and API's.
● Developed custom applications of IT Service Management Components Incident, Change and Problem managements in Service Now as per the technical design document.
● Developed Service Catalogs for Business and IT Services like Data Quality, Supplier, Data
Governance, Communication and Collaboration, Finance, Security and Access, Business
Processes like Promo Codes and etc.
● Worked on the internal portal for accessing all the business services by using Service Now
Content Management Application.
● Configured Mid Servers on local Windows servers for Service Now Integrations and Discovery
Application.
● Individually implemented Discovery Application for populating CMDB.
● Migrated the update sets to Production and handle Release Management activities.
● Implemented and optimize Configuration Management Database (CMDB) in Service now.
● Acted as a Primary support contact for the Service-Now tool.
● Service Catalog and Request Workflow Design and Configuration.
● Created various workflows for Incident Management, Change Management, Service Requests
and SLA's.
● Created Buttons and context menus both on form and lists using UI actions.
● Worked with windows team, network team and Asset team in order to check for the data
collected through discovery is accurate.
● Created new Business Rules/Script Includes/Client catalog script/Client Script.
● Configured chat functionality for Service Desk ticketing queue.
● Created transform maps for importing CMDB data.
● Written script includes and invoked them in business rules and client scripts.
● Imported Active Directory to Service now using data sources.
● Created data sources and loaded the Service-Now tables with different data formats.
● Created transform maps both automatic field mapping and scripting.
● Also, worked on Asset Management and loaded the data into it
LOGICA (Now CGI), TEMPE, AZ. Aug 2009 to Jan 2011
IT – ServiceNow Developer / Remedy ITSMCONSULTANT
Joined primarily as a Remedy ITSM Consultant. Moved over to ServiceNow development in the last 6 months of this project duration.
As IT Consultant I have been assigned to evaluate, Implementation & SupportRemedy and ServiceNowplatforms.Managing Remedy, which is project of critical importance to the operations in multiple locations. Company have entrusted responsibility of Application Release management of Logica’s 136 Application like SAP,PeopleSoft, Seibel etc. Release of all the application planned & liaison with the Director IT & processowner before the release application. Other than training internal Logical employees on ITIL V3contribution to align the organization with the best practices as per ITIL and work towards ISO 20000 certification.
Projects handled in Remedy Tools COE:-
Migration of Remedy 7 to Remedy 7.5
Managed Interfaces with Remedy 7.5
User Migration from Remedy 6.3 to Remedy 7.5
Remedy ITSM Process CoE
MI Support
Release Management definition of a new release management processes for around 136 applications that are dependent on CRM, ERP and web application tier services.
ServiceNow Developer: -
Responsible for documenting requirements, workflows and implementing workflows for Incident, Service Requests, Problem and Change Management migration project to ServiceNow.
Responsible for leading SCRUM based development cycles with development teams for the above requirements
Responsible for testing and code migration between test, development and production instances
Responsible for code correction, requirement fitments, notifications and business rule changes before production
Other initiatives:
• Providing ITIL v3 foundation training to Logica employees across locations in Chennai and Bangalore.
Worked with the staffing team & Hiring mangers to document the Talent mobilization(staffing and on boarding) process and highlight areas, which could be improved toreduce the cycle time
• Involved in evaluation of ITSM tools like Kovair, OTRS, and Digite for selecting tool to beused for internal projects. Part of core team to implement ITIL V3 at organization level and finding the deltabetween ITIL v2 & v3
• Participated in ISO20000 internal & external audits
HONEYWELL SOFTWARE LABS Jun2007 toAug2009
Plymouth, MI.
Position: CMDB Specialist&Engineer –Infrastructure & Operations
As an Engineer –Infrastructure & Operations I have been assigned to evaluate, Implementation & Supportthe Remedy application. Have a built & handling team size of 14 members. I have also managingRemedy, which is project of critical importance to the operations in multiple locations. Company haveentrusted responsibility of Application Release management of Honeywell’s 136 Application like SAP,PeopleSoft, Seibel etc. Release of all the application planned & liaison with the Director IT & processowner before the release application. Other than training internal Honeywell employees on ITIL V3contribution to align the organization with the best practices as per ITIL and work towards ISO 20000 certification.
IBM India (Pvt.) Limited, Hyderabad. May 2006 to Jul 2007
Position: Senior System Operations Specialist – IT Services & Asset Management.
Client: Mitchells & Butlers UK PLC, Lenovo, Hardware FP7, SAP Product Division, Reference Data services . (Integrated Tech Delivery- Global Delivery)
I worked in all of the below IT Service Areas – define, built, support and service delivery:
Incident Management:
IT & Business Reporting
Problem Management
Change Management
Asset Management
Technical Documentation
Projects @ IBM :-
eBHS CRISP: Change Management Repository for Information Sources and Practices
Self – contained module, which in a microcosm would present the change practices, technical aspects feasibility and the success criteria of changes that are carried out by e-BHS change management. Subsequently, this pilot project was to be carried across other change management teams enabling them to model their own repository based on e-BHS CRISP.
HSBC India Pvt. Limited, Hyderabad. Feb 2005 to May 2006
Account Management for ANZ region.
Clearing the customer requests.
Updating the customer records in SAP as per the Bank norms.
Maintaining ad updating the customers data in DB.
Opening and closing records in SAP
Career Highlights
Active participation in Project F1 –IBM ITD-GD India
Participation in SIX SIGMA projects.
Awarded as the STAR PERFORMER for the Year 2007 - 2008.
Awarded as the Best QA scoring 99% in accuracy for the three Quarters.
Awarded as the Best Individual Extra Miler for Year 2007 - 2008.
Exceeded the business requirement by achieving 100% in metrics like Productivity, Quality Checks and Initiatives
Service Management Thank you award
Note of Appreciations: From IBM Global Data Centers (Hungary, United Kingdom)#Instructor in Incident, Problem and change management, Business reporting procedure and Knowledge transfer to UK Counterparts during IBM Account Repatriation (Critical Accounts) .
Education:
ANIIT Certified (CertifiedIT Engineer from NIIT)
B.Tech (B.E) - Computer Science and Engineering
Technical Skills:
ServiceNow programming – Javascript, Jelly, SQL
ServiceNow Integrations – AD, SAML 2.0, LDAP, SSL, rDNS, SMTP, SoR’s (SCCM, Casper, etc), SAP
BMC Remedy: Remedy ARS,SLA Management, Asset Management, Mid-Tier, CMDB, Remedy Import 6.x/7.x, Remedy Approval Server 7.x/.x6, Remedy Flashboards, SAML,Crystal Reports, Remedy Migrator, Sharepoint, SSO, SOAP,Good understanding on Oracle Database & SQL Queries, Unix basics, shell scripting, xml, soap & message queue concepts.
Knowledge of JSP/JAVA Programming.
Languages : C, C++, .NET, Java, API,Java Script, SQL, PL/SQL, XML, HTML
Database : Oracle 10g/9i/8i, MS Access, MS SQL Server 2000/2005
Database Tools : Toad, SQL*Plus 10g/9i
Web Technologies : Tomcat, VBScript, PERL
Operating System : Unix, Linux and Win9x/NT/2K/XP
Packages : MS Office (Word, Access, Excel and Powerpoint )
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