Servicenow developer

deepak k dhar 949-***-**** ************@*****.*** skype: deepakdhar98

ServiceNow Incident consultant

Continuous Improvement • Incident Management • Technical Expert

Accomplished technology professional with proven experience leading cross-functional teams through incident management, process improvement, and customer support operations. Strong ability to take ownership of the strategy behind technology organizations, as well as an ability to execute complex enterprise initiatives across multiple customers, departments, business units.

-ITIL Process Management.

-Identified and eliminated recurring issues by leading root cause analysis and multiple continuous improvement initiatives.

-Strong ability to adjust quickly to shifting priorities, make quick decisions, and work effectively with peers to create a positive working environment.

-Drives business performance by integrating technology, engineering, and business solutions through strong team leadership and management.

-Performing Business evaluation process test on all the new products before sending to clients.

Certifications

ServiceNow Application Developer

ITIL V4 foundation

professional experience

Deloitte Tax Services (Office of US)

Started working with Deloitte in financial domain on Global employers Service as an Incident consultant / Business technology Analyst, and consistently exceeded all performance goals at the individual, team, and company levels, leading to numerous positions of increasing responsibility and scope. Retained throughout multiple mergers, acquisitions, and consolidations.

ServiceNow Incident Consultant Deloitte (May 2018 – December 2019)

Client: Bank of America

Manage critical issues, ensure resolution on priority basis, and update status to key stakeholder for data-driven decision-making process. Lead daily incident review meetings to review incident information from occurrence to closure. Identify under-performing elements and implement corrective strategies for continuous process improvement and to achieve and surpass SLA and OLA goals.

Experience on UI Actions/ UI Policy/ Access Control Lists /Email Notifications for Incident analysis.

Experience in CMDB, Discovery and integration with other external modules.

Coordinated ServiceNow environment/form back-end customizations.

Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.

Direct all Incident Management functions in 100% alignment with Standard Operating Procedures (SOP) and processes for the ITIL service operation framework.

Designed and configured the Incident, Problem and Change Management applications supporting ITIL and business processes.

Responsible for the general support, administration, and maintenance of the ServiceNow platform and associated applications.

Created, monitored, modified, and published workflows with approvals.

Partner cross-functionally dispatching on-call engineers, facilitating communication, and engaging with both internal and external teams to resolve events.

Escalates identified system breakdowns to necessary support teams to decrease outage downtime.

Consistently met critical deadlines in high-pressure environments by providing the coaching, mentoring, and leadership necessary to streamline troubleshooting and remediation efforts.

Providing specific role for internal and external clients.

Creating Demo login for new clients to make them understand how our system works.

With our compliance team we were responsible to ensure overall system performance meets company and department goals and objectives by evaluating current methods, making recommendations and by developing project plans.

ServiceNow Incident Consultant Tech Mahindra (Feb.2017 – May.2018)

Client: Telstra

Creating UI Policies, UI Actions, Data Policies and investigate performance issues and necessary troubleshoots are done for performance purpose.

Developing the UI actions to use them in catalog items, implemented using UI scripts.

Identified and developed quality management plans, test scenarios, and test scripts for user acceptance based on system requirements.

Develop ServiceNow Design Documentation.

Worked with clients to assess current state processes and tools, defined ServiceNow requirements and developed and configured the ServiceNow platform.

Designed and delivered technical methodologies around the ServiceNow platform.

Escalates identified system breakdowns to necessary support teams to decrease outage downtime.

Provides communication of all major incidents to Senior Management with expectations of resolution.

Configuring Permission\Roles and Access Rights to the support staff.

Configuring Auto assignment for Change Assignments

Approval process Configuration

Organizes and tracks attendance of require Bridge Calls and all Reconvenes.

Provided recommendations on setting urgency and priority while determining business impact.

Fully documents all actions taken from the start to end of an incident.

Take the lead in Quality Assurance (QA) initiatives, including identifying and developing solutions to reoccurring issues with tools, processes, and partnerships.

Continually monitor compliance and attainment of Key Performance Indicators (KPI) to track escalations and maintain alignment to Service Level Agreements (SLA).

Leverage a best-in-class knowledge, understanding, and application of ITIL concepts to improve Major Incident Management; engage with technical and non-technical audiences effectively.

Established next steps for Root cause analysis.

Technical Specialist Rooman Technology (June 2015 – November 2016)

Maintained the Configuration Items and modified the forms and form Sections.

Identified and developed quality management plans, test scenarios, and test scripts for user acceptance based on system requirements.

Involved in requirements Design, Development, and System Testing.

Developed and maintained spreadsheets for effective management of problem management tickets.

Records monitors and tracks changes incidents and outages that may impact Customers.

Manages incident bridge calls driving high-level outages to resolution to increase customer

Planned and led weekly meetings with team to discuss OSS related tickets; managed the on-call schedule for the team including CARES Remedy (ticketing system) administrator.

Where incidents cannot be resolved by the Service Desk, manage and progress the incident through its lifecycle to resolution. This will involve liaising with various internal departments.

Ensure customer satisfaction by providing regular pro-active updates and meeting their contractual SLA’s.

Be vigilant for possible fraudulent activity and if necessary, raise a security incident report.

A keen Analyst and Team Player with thorough understanding of all aspects of the Networking from understanding client requirements through direct client interaction, translating them into technical specifications and driving their execution.

Attending all the weekly meetings with team to discuss urgent and priority tickets and managed the on-call schedule for the team including ServiceNow administrator tasks.

Tools & Technology

Java script ServiceNow ITIL ITSM XML HTML Siebel SIIAM Pandora Tracker Tracker 2.0 Document Library Share point Call Processing, Tracing and Analysis Cisco Routers TCP/IP, DHCP, SSH, Telnet Technical Instructions

Education

Westcliff University (Irvine, ca)

Master of Science (MS) in Computer Science

NMU University (India)

Bachelor’s in electrical engineering

Core Competencies

ServiceNow application developer

ITIL Foundation V4 Certification

Service Level Agreements (SLA)

Technical Project Management

Strategic Planning & Execution

Continuous Process Improvement

Client Relationship Management

Executive-level Reporting

Leading Enterprise Implementations

Root Cause Analysis & Resolution

Information System Technology

Critical Outage Engineering

Strong Communication Skills

Collaborative Team Member

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