Product Owner Service Delivery
Resume:
Abakas Sahoo
Profile
Dynamic Product Owner/Domain Architect with over 14 years of experience in driving transformative IT solutions, particularly within the ServiceNow ecosystem. Expertise encompasses ServiceNow ITOM, ServiceNow ITAM, CSDM, Configuration Management Database (CMDB), Service Assurance, Service Delivery, TSOM, GRC and Service Portfolio Management (SPM), focusing on integrating and automating complex workflows to enhance operational efficiency. Proven ability to lead cross-functional teams, streamline service processes, and manage large-scale implementations that align with business objectives. Strong analytical skills combined with excellent communication capabilities facilitate effective collaboration with stakeholders at all levels. Committed to leveraging innovative technologies to deliver impactful results in fast-paced environments.
Employment History
ServiceNow Platform Architect - Wipro, AT&T at ADAPTECH INC, Belle Mead
June 2024 — Present
Service Assurance (SA):
●Configured and managed ServiceNow Service Assurance modules to monitor and ensure service quality across IT and telecom networks.
●Developed event management, performance analytics, and fault management workflows to proactively detect and resolve service disruptions.
●Integrated ServiceNow with network monitoring tools (OpsRamp) to automate incident creation and reduce MTTR (Mean Time to Repair).
●Designed dashboards and reports for real-time visibility into service health, SLA compliance, and operational performance.
Service Delivery (SD):
●Enhanced CMDB (Configuration Management Database) accuracy by defining CI relationships and discovery patterns.
●Enabled SDWAN, Palo Alto Prisma services on-boarded within ServiceNow Order Management to execute physical and logical MACD for any customer within the domain.
●Configured Site Design, Site decomposition, Device Addition and removal, Address change enabled within Order Characteristics.
●Led CSDM (Common Service Data Model) adoption to align IT services with business outcomes.
●Reduced manual efforts by 30%+ through workflow automation for approvals, notifications, and escalations.
Technical Architect - ADP at ADAPTECH INC, Belle Mead, New Jersey
November 2022 — May 2024
●Architected and implemented scalable IT solutions leveraging ServiceNow ecosystem.
●Led cross-functional teams to optimize service processes and enhance operational efficiency.
●Knocked out legacy System with Integration Hub, Flow Designer solution implementing DNS automation, Ansible Patching.
●Automated complex workflows, improving integration across systems.
Technology Domain Architect at TATA CONSULTANCY SERVICES AMERICA, Belle Mead
January 2019 — October 2022
●Architected and implemented ServiceNow solutions to enhance IT operational efficiency.
●Led cross-functional teams in large-scale ServiceNow deployments, ensuring alignment with business objectives.
●Streamlined service processes through integration and automation of workflows.
●Developed and maintained Configuration Management Database (CMDB) for accurate asset tracking.
●Collaborated with stakeholders to identify requirements and deliver tailored technical solutions.
Technical Lead at TATA CONSULTANCY SERVICES NETHERLANDS,
March 2016 — December 2018
●Led implementation of ServiceNow solutions, enhancing IT service management processes.
●Drove automation initiatives, optimizing workflows to improve operational efficiency.
●Managed cross-functional teams, ensuring alignment with business objectives and successful project delivery.
Education
Business Leadership Program, London Business School, Montgomery
January 2022 — October 2022
Honored to have completed the Blue Mint Program - Leader of the future at London Business School in partnership with Tata Management Training Center.
Embarked upon the academics from London Business School, think tanks, campfire closeouts, open mics, reverse mentoring, capstone project immersion, ground visits and many more.
BACHELOR OF ENGINEERING, BIJU PATTNAIK UNIVERSITY AND TECHNOLOGY, ODISHA, INDIA,
January 2010
Details
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Links
Skills
Customer Service
Customer Service Managment
ServiceNow ITOM Architect
Hardware Asset Management (HAM)
Configuration Management Database (CMDB)
CSDM
Integration and Automation
ServiceNow Certified Application Developer
Discovery
ServiceNow Order Management
IT Service Management (ITSM)
Software Asset Management (SAM)
Troubleshooting and Problem Solving
Communication and Collaboration
ServiceNow Implementation Specialist – ITSM (Expired)
ServiceNow System Administrator (Expired)
ServiceNow HAM and SAM Trained
ServiceNow GRC and SecOps Trained
ServiceNow Agent Workspace
Virtual Agent
Pattern Designer
Flow Designer
ServiceNow HAM Implementation Specialist – April,2024
ServiceNow Implementation Specialist – ITSM – May,2024
ServiceNow System Administrator – May,2024
ServiceNow Discovery Certification – June,2024
ServiceNow CSM Implementation Specialist – July,2024
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