Technical Lead Support Engineer

SNOW &BMC Remedy

Technical Lead Mithlesh

Kumar Singh

Mithlesh Kumar Singh

Email: *******************@*****.***

Mob: +91-996*******/ 951-***-****

Work Experience Summary:

• Having 15+ years overall IT experience in Service Now and BMC Remedy.

• Experience as a senior Developer and Administrator, Solution Lead.

• Exceptional communication, interpersonal, intuitive, technical, organizational and leadership skills.

• Handling different projects onsite as a service Now Admin, Developer and support engineer successfully since last 15+ years.

• Proficient in ServiceNow scripting, including JavaScript, and Glide script.

• Experience in creating and maintaining documentations, BRD, HLD, LLD, TER..etc

• Extensive knowledge of ITSM, ITOM(CMDB), and SCM (Demand Management) modules within ServiceNow.

• Strong understanding of ServiceNow development best practices, including Agile methodologies.

• Expertise in designing and implementing ServiceNow integrations with third-party systems and applications.

• Excellent problem-solving skills with a track record of delivering high-quality solutions on time.

• Strong communication and collaboration skills, with the ability to work effectively in cross-functional teams.

• Extensive knowledge of ServiceNow Cloning activity and post-cloning test activities.

• Stay updated with ServiceNow releases, best practices, and industry trends to recommend and implement improvements.

• Strong expertise in JavaScript, Glide Scripting, UI policies, business rules, Script Include, Client Scripts, UI Actions, Data Policies, ACL, Assignment Rules configuration, SLA configuration Approvals, and Flow Designer for customizing ServiceNow applications.

• Experience with creating and maintaining ServiceNow workflows, forms, catalog items, Record Producers, and Service Catalogs.

• Worked as ServiceNow Administrator to maintain system configurations and resolve technical issues.

• Developed and updated ServiceNow knowledge articles to facilitate user self-service.

• As a BA Conducted requirement workshops with business stakeholders to elicit, document, and prioritize business needs and process improvements.

• Managed the ServiceNow backlog, ensuring that enhancement requests and bug fixes were prioritized and addressed in a timely manner.

• Having hands on experience with ITSM, CSM, HRSD and ITOM (CMDB & Discovery).

• Experience in HRSD service Now specialist with focus on administration, development and integration.

• Proficient in configuring HRSD modules, developing custom solutions and integrating with other external system,

• Experience in Integration with using Web Service with third party and LDAP, REST API.

• Experienced in custom solutions using service Now scripting, workflows and UI policies to automate HR process and enhance user experience

• Experience in creating and maintaining documentations SNOW &BMC Remedy

Technical Lead Mithlesh

Kumar Singh

Educational Qualifications:

Degree Branch Institute/University Percentage

MCA Computer University of Pune 64.78%

BCA Computer IGNOU 54.56%

Employment History:

Name of the Employer Designation From To

Tech Mahindra Sr Technical Lead Feb 2021 Till Date HCL TECHNOLOGIES LTD Technical Lead Dec 2019 Feb 2021 Tech Mahindra Solution Lead Feb 2015 Dec 2019

HCL TECHNOLOGIES LTD System Analyst Apr 2014 Feb 2015 Unisys Pvt Ltd Software Engineer -5 Feb 2012 Apr 2014 Vyom Labs System Analyst Dec 2009 Oct 2011

Technical Skills:

Operating System Microsoft Windows, UNIX, Linux

Languages C++, SQL

Development and other

Tools

ServiceNow scripting, including JavaScript, and Glide script, REST,SOAP UI,Workflow FTP Client, other

supporting tools

Putty, WinSCP, VisualVM, Filezilla, Log analyzer, Mobaxterm, Fiddler Awareness Linux administration, Service Now, ETL Tool Informatica Domain Experience Manufacturing, Life Science

Ticket Tool Service Now and Remedy (ARS Tool), ITSM, SNOW Certification:

ITIL V3 Foundation Certification.

Trainings:

BMC Helix Add-Ons, BMC Helix Digital Workplace, BMC Helix Digital Workplace Catalog, BMC Helix ITSM - Smart IT, BMC TrueSight Orchestration, ITSM, Service Now Administrator, Soft skill trainings. SNOW &BMC Remedy

Technical Lead Mithlesh

Kumar Singh

Projects Experience:

Project 1:

Current Experience

ServiceNow Technical lead & Architect Tech Mahindra Role and responsibilities

• Experience in modules like ITSM, CMDB, ITOM, HRSM, Configuring new applications from

• gathering requirements from clients, designing, testing, and implementing. For example, Personal

• Computer Asset Management, CMDB, Knowledge Base, Notifications, Order Guides, Dashboards,

• Contract management, Chemical Management, Service Portal

• Managing Business Rules, Client Scripts, UI policies, UI actions and Scheduled import jobs.

• Installation and configuration of Mid server

• Implementing Incident Management, Change Management Process, change approval process,

• Facilities Service Requests and Knowledge articles.

• Defining Service Level Agreements SLAs, notifications, and managing of reports on timely basis by

• providing QOR reports, monthly reports for various teams.

• Importing user data from AD by configuring the LDAP servers.

• Configuration of SSO, LDAP.

• Managing Inbound email action script based on requirements.

• Configuring the Service catalog/ Record producer’s items for various requests like access requests,

• booking meeting conference rooms, onboard consultant, off board, rehire and extend consultants, asset

• management related forms to create and update and deploy to asset records for users, silicon project

• design etc.

• User integration to send updated data to oracle database via Soap API.

• HR profiles integration to update confidential data from oracle database via Soap API.

• HR cases integration to send HR requests like (Address change, Manager change, Employee

• termination) to oracle database via Soap API.

• HR cases integration to send HR change requests data to oracle database via Soap API.

• Integration with Workday through REST web service for HR profiles.

• Configuration and maintenance of HR document templates and record producers for various services

• like Verification of employment letters, Business Visa Letters, Income Certificates, Travel invitation

• letters and Others.

• Enabling Encryption for HR profiles fields to encrypt the sensitive data of users like nationality, social SNOW &BMC Remedy

Technical Lead Mithlesh

Kumar Singh

• security number, salary etc.

• Configured Service Portal for IT, managing of menus and items on service portal for ongoing events

• in organization.

• Configured Google Analytics to track the analytics on Service portals.

• Integrating ServiceNow with Tableau for reporting.

• Integrating SMS Notify plugin through Twilio to send SMS to users from incident form.

• Configuration of Planned Maintenance module for monthly quarterly weekly maintenance activities

• like building, electrical, mechanical, fire, plumbing, air conditioning, labs, eye wash stations, ladder

• inspection and others.

• Following the standards of Migration of customizations from one instance to another instance via

• update sets

• Moving data in and out of an instance using import sets and transform maps and auto import of data

• into service now.

• Performing instance Upgrades and performing testing before and after upgrades and frequent

• scheduling of cloning activities.

Project 2

Telstra UK: Configuration Management Data base (CMDB) Administration & Customization Role and responsibilities

• Requirement gathering for CMDB integration

• Analysis of existing environment and identification of attributes to consider.

• Creating different Data Sets for different data sources

• Setting Precedence for various attributes in different datasets

• Creating Reconciliation Jobs for Data Load in Production Dataset

• Various Customizations on ITSM Modules as per client requirements.

• Creation of Documents/Manual for Deployment activities

• Import Data from CSV to CMDB class and relationship using AIE

• Managing Normalization and Reconciliation Jobs

• Exporting and importing of reconciliation and normalization job from development server to production server

• Adding custom fields to BMC Remedy CMDB classes

• Troubleshooting issues related to Reconciliation Engine, AI etc. SNOW &BMC Remedy

Technical Lead Mithlesh

Kumar Singh

Project 3:

Vodafone Australia: Client: Dussault Systems (Internal) Role and responsibilities

• Responsible for implementation and customization of ServiceNow ITSM and CMDB modules.

• Developed and maintained custom ServiceNow solutions for incident management.

• Collaborated with the service desk team to automate and streamline processes, resulting in a 30% increase in efficiency.

• Designed and implemented ServiceNow integrations with monitoring tools to automate incident creation and resolution.

• Conducted user training sessions to ensure smooth adoption of ServiceNow among employees.

• Assisted in the migration of ServiceNow from BMC Remedy to ServiceNow infrastructure, ensuring data integrity

Personal details:

Date of Birth 5th May 1984

Present Address At-Nagari, P.O- Tikaleto, P.S- Bengabad, Dis-Giridih, Jharkhand, 815312 Contact +91-951*******

Nationality Indian

Marital Status Married

Language Known English, Hindi

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