Resume

Change Management Service Manager

Location:

Ellicott City, MD

Posted:

August 15, 2023

Contact this candidate

Resume:

Abhijit Khewale

443-***-****/cell

adyye4@r.postjobfree.com

Summary

Highly Experienced ServiceNow professional with 15+ years of experience in ServiceNow with hands on experience in end-to-end implementation for ServiceNow modules with hands on experience on Service portal, Service Mapping, GRC, CMDB, Discovery, Problem management, Change management, Orchestrations, Event management, Demand management, Service Catalog, PPM and Asset management and release management.

Experience in implementing the best practice to apply for Change Management, Problem Management,

Configuration Management, Incident Management and designing and developing the Self-Service Portal.

Experience in working on the ITIL Process Configuration like Change Management and Knowledge Management and Reporting in ServiceNow.

Worked on ITAM modules for Asset configuration and tracking with deployment and financial cost associated tracking for assets using contract mapping, extensively worked on SAM Pro and HAM pro modules of ServiceNow.

Assessed the state of Demand Generation against what was required to increase sales opportunities, then worked

with marketing and sales to develop a plan that included marketing campaigns, lead generation, qualification, nurturing, and a handoff process to sales.

Have extensive experience in working with different versions of ServiceNow including Geneva, Helsinki, Istanbul

and Jakarta.

Worked on configuring customizing and enhancing project portfolio management (PPM) module and integrated with user interface to ServiceNow.

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

Provided process governance and oversight of ServiceNow Demand Management and Configured Applications

using Service-Now tool used in ITIL Management.

Hands on experience in Email Integration, LDAP integration, External Web services Integration (both SOAP and REST based) in ServiceNow.

Wide range of implementation experience of various phases of SDLC such as Planning, Requirement Analysis,

Design, Development, Testing with many global clients in the ServiceNow suite development including SOAP/REST integration, Discovery, Service Catalogs, Business Rules, Update sets, Workflow.

Good Knowledge about ITIL standards which are helpful in development and customization of ITSM

Applications.

Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.

Experience in configuring the Incident Management, Problem Management, Change Management, Asset

Management, Service Request Management applications and BMC Atrium CMDB

Worked in Traditional life cycles as well as in Agile methodologies. Understanding of IT Service Management (ITSM)and ITIL business process. Maintain (SLA)and monitor an SLA workflow.

Experienced on various ServiceNow customizations as per client's requirement, configuring the Discovery

Schedules and working with Discovery tool.

Deep functional and technical knowledge of the ServiceNow platform as well as experience delivering medium to large-scale Service Now implementations.

Experienced in setting up MID Servers and working with Scripted Web Services, Script Includes, JavaScript and

Jelly Scripting

Experience in Server Script (Business Rules/Script Include) and Server/Client API with various implementations of SDLC- AGILE (Scrum based) and Waterfall models

Strong communication skills, with the ability to convey concepts/requirements between technical and non-

technical stakeholders.

Web development experience with HTML, JavaScript and CSS, working with various aspects of Web Services like WSDL.

Good understanding of Helpdesk / Service Desk and hands-on experience of employee Self-service Portal (SSP) customizations.

Configuring integrations with UCF, configuring authority documents and citations.

Configuring profile types and entities and publishing policies.

Defining control and risk frameworks, risk statements. Create and configure indicators for continuous monitoring.

Create test templates for audit.

Strong skill set in the Service Now suite development including SOAP/RESTFUL integration, Discovery,

Workflow, and CMDB.

Strong skill set in the ServiceNow suite development including SOAP/REST integration and migrating configuration between various environments in ServiceNow using update sets.

Good understanding and hands-on Glide Forms, Records, Scratchpad, AJAX and Glide System used in UI

Actions, Business Rules, Client Scripts.

Area

Skills

Programming

Languages

Angular JS, Jelly Script, JQuery, Java, ASP.net, Perl, Python

Platforms

ServiceNow, Microfocus SMAX, HP Service Manager, SDLC

Web

Technologies

ASP .NET, HTML, CSS, JavaScript, JQuery, Ajax, XML, PHP,

JSON

Databases

Microsoft SQL Server, Oracle, MySQL

Technologies

Agile, Scrum, Design Patterns, ITIL, CSP, MVC, Map Reduce,

Android, Machine Learning

Project Management, Cost Management, Travel Management, Cost Control, Inventory and supply Management, Training and Development, Personnel Management, Resource Management

Other Tools

Eclipse, QTP, Crystal Reports, SQL Developer, Microsoft Visual Studio, MS Office, Client Script/Calling server side, code using Glide Ajax in Client Script

Integrations

●LDAP integration for users details population.

●Bomgar integration with SNOW using MSP (Managed Service Properties).

●Agent restart for Imperva DB agenets

●SSO integration with SNOW for User Authentication

●SailPoint integration for USGCI training.

●Cornerstone API integration for various mandatory training requirements.

●ServiceNow Integration with external SOAP based Web Services

●Microsoft Azure Integration with Service-Now for VM provisioning.

●Oracle DB integration with Service Now via JDBC Probe using MidServer

●ADFS (Active Directory Federation Services) integration with SNOW.

Certification

Certified ServiceNow Administrator

Education

MSc Bioinformatics – 2009 – Mangalore University – St Aloysius College. Mangalore, KN, India

BSc Biotechnology – 2006 – RTM Nagpur University – Sindhu College, Nagpur, MH, India

Employment History:

SR No

Company Name

Year

Clients

Nettlinx Inc – NJ, USA

Jan 2020 – till date

T-Mobile, AT &T, Skechers, ABBVIE pharma

Serviceberry Technologies Pvt Ltd

Jan 2012 – Nov 2019

Bank of Baroda, RBI, Emirates Airlines (Dubai), EMAAR Ltd Saudi Arabia, Serco BPO, FIS Mumbai, AMD

Vyom labs Pvt Ltd

August 2010 – December 2011

Tech Mahindra

Career Recknor Pvt Ltd

December 2009 – April 2010

PHP Web development, Drupal, wordpress, Joomla etc

GRFX studios

July 2007 – December 2009

Core PHP development

PROFESSIONAL EXPERIENCE

ServiceNow Architect – Custom Application Development Feb 2023– till date

Cisco Research Development – Infosys Implementation partner (Remote Maryland)

Build Custom Application for CISCO, to manage partner’s cases and case logging integration with bidirectional internal CISCO TAC tool.

Cisco PLSS Application published in ServiceNow store (ServiceNow Store).

Build Design using LucidChart, Microsoft Visio or draw.io and present the solution and get consent from customer for the design.

Conduct POC’s for features and enhancements requested by Cisco business teams.

Epic update with latest understanding, requirement document templates and design diagram.

Build the stories based on requirements and present the stories to the developer in Scrum meeting.

Build release notes and prior to release on to the ServiceNow store.

Coordinate with Cisco internal teams for solutions support needed from their side.

ServiceNow Developer/ Product Owner - Integrations (ITSM, ITOM) March 2022– Feb 2023

T-Mobile, Seattle, Washington – IBM Implementation partner (Remote Maryland)

Conduct workshop and meeting with different teams and customer to understand the requirements.

Review the design and propose solution

Build Design using LucidChart, Microsoft Visio or draw.io and present the solution and get consent from customer for the design.

Epic update with latest understanding, requirement document templates and design diagram.

Build the stories based on requirements and present the stories to the developer in Scrum meetings

In case of integrations build postman collection, coordinate, and work with other team developers to get the exact input for the integrations- collect endpoint, credentials and token, sample header, standard body input format.

Attach final Postman collections.

For ITOM epic, present solutions in the architecture review meeting and get the solution approved also.

Build whole POC and demonstrate to the customer before finalizing the stories for ITOM.

Help developers with development work in the story in case of doubt or troubleshooting.

Conduct UAT and ORT with customer.

Sign off the stories in Jira for Technical Owner and mark for the deployment of sprint.

Part of Automation enhancement project, build various automation workflows and suggested enhancements on exiting one.

Workflow for Training assignment to users for application Cornerstone and SailPoint, REST API are integrated using flow designer as part of USGCI project

Workflow built to restart Agent for Imperva DB, integrated Event and Alert from Splunk forward to ServiceNow and triggered workflow in the ServiceNow to restart agent.

Workflow based on flow designer to perform ebonding with PIER ITSM system to create tickets, it is bidirectional integration new enhancements are proposed to include activities both tickets, approval, and status updates.

Build various forms in service catalog which will be interfacing as front requests for many backend applications, application requests are getting forwarded using various workflows.

Solution Designing – ServiceNow Telecom Module (ITSM, ITOM) Dec 2021 – Mar 2022

AT & T – Accenture Implementation Partner (Remote Maryland)

Review the design and propose solution for ServiceNow Telecom Modules

Build Design using LucidChart, Microsoft Visio or draw.io and present the solution and get consent from customer for the design.

Epic update with latest understanding, requirement document templates and design diagram.

Understand AT &T processes from various departments create high level design diagrams after studying the processes.

Conduct meeting with various stakeholders and discuss the finalized design document with everyone and get consent from all.

SDWAN & SASE Workflow build for AT & T, mapping with ServiceNow Telecom service management and order management module.

Case management for CSM module, advanced work assignment and service desk agent workspace module implementation

Attend daily scrum calls.

ServiceNow Architect - Modules (CSM,ITSM, ITBM) May 2021– Nov 2021

Skechers, Los Angeles, CA (Onsite LA)

Migration of Service Desk call module to Interaction module in the ServiceNow. Developed Scripts to map the data from new_call table to interaction table.

Deployed Virtual Agent in the service portal, also created and modified topics provided by the servicenow as per customer needs. End user can create incident, check status of request and incident, search catalog and knowledgebase in the chat.

Worked on the Application Portfolio Management, integrating with the ITSM to assess the incidents, change and problem of the applications.

ITSM agent mobile client is deployed for end user and agents, help customer is migrating from old mobile native app to new ITSM Apps for Agent and End User(Now mobile).

I have worked on the Project Portfolio Management to monitor the progress of the projects and programs that are part of portfolio. Development of requirement integration components (SSO, LDAP, SOAP) in ITOM.

Experience in Project Portfolio Management, creating a dashboard to generate different types of graphical reports of the portfolio.HR Case Management Project Portfolio, I have worked on Project Portfolio Management PPM module to view all the related projects and application at the same time and track their progress by Gantt charts.

Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.

Implemented CSM workspace experience for internal service desk team to manage store based internal calls raised by various retail stores.

Developed custom application for business processes like inventory invoice management, Designed and developed application for Managing Survey responses, also tracking Survey response follow-ups (Voice of Customer application)

To implement custom applications in ServiceNow to accommodate business processes of HR, IT, Finance and Admin

Integration of other enterprise applications with ServiceNow which includes SFTP integration, also integration with web services, working on custom CMS portal which was developed using bootstrap CSS and CMS of ServiceNow Lead for reporting requirement which also includes performance analytics.

I have worked on Service portal to create custom pages and custom widgets.

Servicenow Architect - Integrations (ITOM, GRC) Jan 2020 – May2021

AbbVie Chicago- TCS Implementation Partner (Remote Maryland)

Worked on the Application Portfolio Management, integrating with the ITSM to assess the incidents, change and problem of the applications.

Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.

Configuring integration with UCF and configuration of authority documents and citations.

Configuring profiles and entities, creating publishing policies

Creating risk framework and risk statements, defining controls, configuring indicators for continuous monitoring

Creating Test templates for Audits and Reports as well as Dashboards.

Worked on Service Asset and Configuration Management to support the ITIL processes by providing complete and accurate configuration information, transition of CMS portal website to Service Portal, integration with SAP.

To implement custom applications in ServiceNow to accommodate business processes of HR, IT, Finance and Admin

I have worked on Service portal to create custom pages and custom widgets.

Assisting in the decision-making process, to resolve incidents and problems faster. Implemented Servicenow GRC module, to give overview of Risk management to get overview of aggregated events from different applications and systems.

Policy and compliance management to unify compliance processes, audit management to work audit findings and enhance audit assurance, Vendor risk management to perform risk assessment lifecycles, due diligence, risk response with business vendors. Cloud back up policies and risk alert configuration, generate alert-based incidents and assigned to teams for faster resolution.

Sr ServiceNow ITOM Consultant/Architect August 2018- Oct 2019

AMD, Santa Clara, CA

Responsible for researching, planning, coordinating, and implementing application solutions. Developed custom applications for several teams and implementing new processes. This includes building Servicenow workflows, performing data imports, writing client scripts, developing email notifications, business rules, and script includes, UI Policies, UI Actions and Data Policies.

●Implemented new functionality in Service Management - Incident, Change Request and Problem using Business Rules, Client Scripts, UI Policies, UI Actions, and Script Includes.

●Implemented new functionality in Service Catalog using catalog client script, catalog UI Policy and Configuring Workflow for the same.

●Worked on Service Mapping to define business services, troubleshoot the discovery and mapping process as well as create new discovery patterns.

●Supported the team in the migration from Helsinki to Jakarta version and Jakarta to Kingston.

●Worked on the end to end implementation of demand management module.

●Defined, designed and implemented the Configuration Management processes/diagrams/capabilities for the CMDB to support the other ITIL processes (e.g., Incident and Change Management)

●Involved in testing forms and reports for correct mapping of the objects and data transfers.

●Worked on Service Mapping to define business services, troubleshoot the discovery and mapping process as well as create new discovery patterns.

●Helped set up Service Watch which does Service Mapping

●Used Service Mapping to build the map of all devices and applications that are used in the business services for the ITOM module.

●Developed solutions using web services, SOAP, JavaScript and other web technologies to integrate ServiceNow with internal/external systems and tools.

●Created script includes to store JavaScript functions which can be run on server side.

●Used JavaScript and Glide Script to create Business Rules, Client Scripts, UI Policies and UI Actions.

●Provided expertise and acted as Configuration Management/CMDB subject matter expert for related projects and initiatives within Configuration Management team

●Responsible for the configuration of Applications, workflows and UI's.

●Installed and configured collectors configured credentials and built service watch dashboards in Service watch.

●Performed integration between service watch and service now CMDB.

●Developed, documented and implemented Configuration Management process, policies and procedures

●Facilitate integration and interaction with other ITIL processes and business teams to maintain and improve process efficiency.

●Event management set up and configuration and Integration with 3rd party system like solar wind and did event collection configuration for server and network.

●Worked with ServiceNow Event Management by configuring Event Mapping Rules, Event Transform Rules, Alert Rules, Incident Templates.

●Involved in PPM enhancements and integrated with various modules.

●Supported implementation and provides requested enhancements to PPM implementation.

●Handling events, email templates and email notifications to trigger emails to users for different conditions

●Working with schedule jobs, and events to manage business needs and handle background work

●Working knowledge on Single Sign on (SSO) and event-based integrations.

●Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.

●Configure contextual colors and icons for warning and alert, Auto incident creation from alert, Event management configuration preferences like % of the usage, and create event rules on various parameters.

●Configured workflows and created automated scripts for automated approval for events.

●Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.

●Assisted in Release Management during product and patch releases.

●Performed Discovery customizations - including transformation of class data and restructuring discovery zone coverage for multiple probes.

●Experience in integrating ServiceNow with other IT systems, implementation of Discovery on remote desktops and developing code for the mid-tier servers.

●Setup MID servers for discovery and LDAP interface to AD for authentication and group based access.

●Designed new Service Portals using HTML5, Angular JS, JQuery, Bootstrap and CSS and used JQuery UI and some other plugins (Data Table) to achieve desired functionality.

●Created new Service Portal Widgets and customized inbound email notification for Service Management

●Importing Bulk data to the Service-Now instance using transform map via import sets.

●Created Service Catalog, Record Producers, Order Guides to create Service Requests, Service Items, Service tasks and generated ServiceNow Reports, Custom Charts and Custom Reports using UI Page in user dashboards as needed.

●Worked on REST API as a third-party application for Integration.

●Created and configured new Applications in Service-Now and customized the applications using Business Rules, Client Scripts, UI Actions, UI Policies, External Data load using Transform maps, etc.as part of new application roll outs of Infrastructure Management.

●Worked on UI Pages, UI Macro, Scheduled Jobs, Script Includes, Events and implemented new functionality in Service Requests and Service Delivery -SLA's.

●Ensure that technical designs meet functional design requirements as well as maintain the integrity and sustainability of the application.

●Designed and developed scripts for any customization required, configured ServiceNow tool for the defined processes and supported Power shell scripting in workflows.

●Created Reports, workflows and data imports for Incident, Problem, Service Request, Change Management and Knowledge Management modules.

●Implemented LDAP Integration to load user and group data to Service Now using Import sets and Transform Maps.

●Created different catalog views for different user group.

●Performed Discovery Customizations including transformation of class data and restructuring discovery zone coverage for multiple probes.

Sr. ServiceNow Developer/Architect Sep 2015 – Jan 2017

FIS, Powai, Mumbai

Implement and configure Service Now tool into Optum Health which included rollout of Incident and Change applications, rudimentary Service Catalog, inbound email actions, and Knowledge. Also introduced CMDB, Managed documents and development of Service Catalog items.

Performed configurations and customizations of ServiceNow applications like Service Catalog, Incident, Change and

implemented new functionality in Knowledge Management - creating knowledge base and KB articles and enhancing functionalities.

Perform day to day administration of Service-Now in Development, Test and Production environments to maintain business services and configuration item relationships in Service-Now responsible for the detailed system documentation including maintenance, troubleshooting, design specs deployment and testing.

Implemented bidirectional integration between ServiceNow and Salesforce using REST and SOAP involved in setting

up REST and SOAP inbound and outbound messages to integrate with ServiceNow.

Communicated with external web services using SOAP Messages and REST. Supported Servicenow integration using SOAP, REST web services, import sets and transform maps, BR scripts.

Worked on Service Mapping by collecting data about devices and applications used in business services which creates a map for business service and stores the collected data in CMDB. Worked on Performance Analytics by providing actionable insight on each level and for every role using key indicators, mobile-enabled scorecards, time charts, analytics, drill-downs, and dashboards. Worked on ServiceNow GRC to identify and manage risks in a single register.

Defined risk frameworks and helped in incorporating company policies into the ServiceNow platform using GRC module

Customized the applications using Business Rules, Client Scripts, UI Action, UI Policies and External Data load using Transform maps, etc based on the application requirements and rolled out the customizations to upper environments using Update Sets.

Recorded podcasts & white papers related to portfolio and PPM strategy excellence, administrated, and utilized PPM tool, Keyed, identify business requirements and map them to PPM application, tracked and reported on project portfolio performance, providing a real-time, comprehensive, and prioritized view of all projects, configured Email notifications and created inbound email actions for various approval and service request tasks.

Developed Service Catalog items based on the project requirement provided by the stakeholders. Developed, managed, measured, and reported on key SLA metrics including mean time to repair, resources required per case, and issue avoidance.

Installed and Configured MID server to gather data on local network and devices to be available in ServiceNow

Manage ITIL processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization. Worked on PPM reports and dashboards as per business requirements and customized the workflows for various ServiceNow standard tables while aligning with ITIL V3 best practices.

Worked on customizing user interface including forms, lists and created record producers for incident and change management, UI Actions, Business Rules, and Client Scripts extensively using Glide Forms, Records, Scratchpad, AJAX and Glide System used in. Successfully managed and developed large-scale implementations of ServiceNow across multiple processes and applications for clients in multiple verticals. Customized and created workflows for change management, Configuration Management, knowledge management and for service catalog items.

Worked with ServiceNow Event Management by configuring Event Mapping Rules, Event Transform Rules, Alert Rules, Incident Templates. Analyzed user requirements to improve system capabilities, automate process Workflows and address scheduling limitations throughout the development and delivery of the ServiceNow.

Managed users, groups and roles, Advanced Schedule jobs and Business rule creation. Managed data with Tables, the CMDB, Import Sets, and Update Sets. Configured PPM suite, worked on the Customization of the project management and coordinated with installation of ServiceNow upgrades and/or service packs.

Developed and managed the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements, or error correction. Created controls, test templates, notifications based on user requirements, managed audit engagements, and also configured inbound email actions to create incidents or requests.

HP Service Manager Implementation. Jun 2015 – Dec 2015

MAF Properties Dubai

HPSM was implemented for the MAF properties Dubai client with latest service portal configuration. Service portal configuration is extended for various departments like IT, WSP, Finance and HR.

Configuration and customization of modules- Interaction Management, Incident Management, Problem Management, Knowledge Management, Change Management.

Customize various End user screen for Service Catalog module to meet the requirements.

SRC interface customization as per client request, which involved development of different forms for different service catalog items.

IVR integration using AVAYA call manager and with HPSM system. SOAP. WSDL calls were initiated from HPSM side and fill the details of of user details while raising ticket in HPSM.

Segregated business services and support services based on the workflow followed by each of the catalog item.

Some of the Service Catalog Items involved approval to be set based on dynamic matrix, so we set script at Cart level to set approval for these items.

Request management workflow is set for service catalog items.

Involved in client interaction on daily basis to perform changes as per suggestions.

Involved in documentation about tool configuration

Migrated data from various tools to HPSM using api integration like ManageEngine Service Desk, Solarwinds, Mega Enterprise Tool for CMDB, business relationship services.

HP Service Manager Implementation. Nov 2013 – May 2014

Emirates Airlines, Dubai

Configuration and customization of modules- Problem Management, Knowledge Management.

Both Modules are implemented using newly introduced feature in Service Manager called as “Process Designer”.

Customize various End user screen for Service Catalog module to meet the requirements.

LDAP integration using Connect IT.

Involved in client interaction on daily basis to perform changes as per suggestions.

Involved in documentation about tool configuration.

Implementation of EMS tools consisting of HPSM, HP NNM. March 2013 – Oct 2013

EMAAR LTD, Saudi Arabia

Configuration and customization of modules- Interaction management, Incident management, Problem Management, Change Management.

Deploy various workflows in Change management for various business processes.

Service Catalog module implementation for services and Knowledge Management module implementation for tool users.

Customize various End user screen for Service Catalog module to meet the requirements.

LDAP integration using Connect IT.

Involved in client interaction on daily basis to perform changes as per suggestions.

Provided training to helpdesk agents and people involved in operations.

Involved in documentation about tool configuration.

Implementation of EMS tools consisting of HP Service Manager June 2012 – Dec 2012

Reserve Bank of INDIA – RBI, Mumbai, India

Configuration and

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