Information Technology Health Care

Sasmita Lenka

Contact:+1-470-***-****

EMail:******.**@*****.***

Atlanta, Georgia

PROFILE SUMMARY

With 10 + years of experience in Information Technology.

* ***** ** ********** ********** in ITSM, ITAM, ITOM, ATF, LSD, CSM,GRC and HRSD as both Developer and Administrator.

Experience on the domains are Health care, Retail, Education, Networking & Legal Service.

Experience in Incident Management, Problem Management, Change Management, CSM Case for both classic UI and Workspace, Service Catalogue, ITAM (HAM, SAM), Discovery, REST Integration, CSDM, CMDB, Legal Request, Legal Matter and HR case.

Developed Maintain Items, Client script(Java script), UI Policy, Business Rules, Web services (REST and SOAP),SCCM Integration, Graph Connector, Integration hub, Employee Centre Portal, Now Assist on various modules,IRM,ITSM, Business Process Management.

Experience in automated Test Suits development using ATF.

Experience in App Engine Studio & UI Builder.

Experience in events and Notifications, SLA & OLA configuration, Risk Management, KB Article, Survey, ACL, Data sources, import sets and Transform Maps,IRE,Entitlements, Virtual Agent,User Administration.

Experience in Domain Separated environment for onboarding & offboarding of new accounts in ServiceNow.

Experience on creation and customization of complex Flow Designer(workflow).

Experience on Postman to verify the integration setup and Response body.

Proficiency with the ServiceNow Glide stack (Glide System, Record, Form).

Experience on the phases of software development life cycle (SDLC).

Fixing the bugs and customer issues when any L3 incidents raised in ServiceNow.

Experienced in implementation on ServiceNow ITOM Discovery, Service Mapping, Event Management.

Experience in e-Bonding integration.

Experience on Performance Analytics and Complex Reporting tools.

Knowledge on SPM & Order Management Tool(OMT).

Knowledge on RPA, Dynatrace& AIOPs.

Knowledge on FSM, cloning activity.

Strong knowledge of ITIL frameworks, LAN, WAN, Datacentre, and Network Security.

Experience in Patching Activities & instance upgrade activities.

Understanding of network protocols (FTP,SNMP, SSH) & TCP/IP protocol.

Experience in Agile Scrum methodology.

Expertise in writing SQL queries in order to retrieve the values from database tables and validate them.

Experience on JIRA to track the story progress, with in detail description of the phases.

Experience in C++ with UNIX,Bash and Windows Environment.

Experience in Version controlling Git & SVN.

CERTIFICATIONS

Certified System Administrator(Expired)

ITIL V4 certification

Accreditation on Legal Service Delivery

Micro-Certification- ServiceNow Fundamentals

Micro-Certification- Flow Designer

Micro-Certification- Automated Test Framework (ATF)

Micro-Certification-Agile development 2.0

Six Sigma White Belt

EDUCATION

B.Tech. with 6.5 CGPA of marks from SMIT, Sikkim, India in 2008.

TECHNICAL SKILLS

Tools: : ServiceNow, JIRA, RTC,Postman

Scripting: : Java Script, HTML, CSS,XML,HTML,Node.js,Bash

Programming Language : C++, C

Operating System : Unix, Windows 7, OpenVMS, Visual Studio

Database : Oracle 11g

Versioning Tools: : SVN,Github

WORK EXPERIENCE & PROJECTS

Company : Natsoft, USA Sept’2024 – till date

Role : ServiceNow Consultant/ServiceNow Developer

Responsibility

Connect with stake holder to understand the requirement and create story based on the requirement.

Design and develop software components, create and maintain documentation of design approaches on the stories raised in ServiceNow.

Implemented data quality standards by following Best Standard approach(Update set name & not use Hardcoded value sysids), policies, and procedures.

Providing technical solutions for the L3 tickets in ITSM Incident, Problem, Change in both classic UI and workspace.

Have a strong background in implementing and customizing ServiceNow for procurement processes, working closely with stakeholders to enhance and streamline procurement workflows.

Involved in the installation and configuration of App Engine and develop the service catalogue in it.

Implemented and enhance catalogues in ITSM and ITAM.

Worked on UI Builder to configure the workspace.

Used the Common Service Data model(CSDM) to mitigate the daily activities.

Creation and maintenance of a configuration model that ensures all configuration items (CIs), including hardware, software, cloud services, and virtual assets are accurately recorded and classified.

Managing Business processes as the means for improving business performance outcomes and operational agility. Processes span organizational boundaries, linking together people, information flows, systems, and other assets to create and deliver value to customers and constituents.

Its essential purpose is to design, model, implement, monitor, and optimize processes, both automated and non-automated—the process can plan and achieve various organizational and business goals.

Demonstrates knowledge and expertise in IT Business Management standards, methodology and processes and maintains knowledge as technology and best practices evolve.

Worked on the HR cases in HRSD regarding payroll and another COE of HRSD.

Created custom dashboards to track KPIs across ITSM, ITOM, and HRSD, enabling real-time monitoring and data-driven decision-making.

Integration with Workday done in HRSD to keep track on Payroll information.

Configured and implemented the HRSD module in ServiceNow, streamlining HR processes such as onboarding, case management, and employee inquiries.

Collaborate with HR teams to optimize Human Resources Service Delivery (HRSD) processes and improve user experience.

Configured Now Assist for Multi agent chat in ServiceNow.

Used the generative AI used in Now Assist for ITSM module.

Raised request to Hi support team and found a path to handle and resolve complex issue.

Created Test suits on ATF for ITSM catalogues.

Worked on the HR cases and performed customization as per the requirement.

Created custom dashboards to track KPIs across ITSM enabling real-time monitoring and data-driven decision-making.

Reproduced the scenarios of customer issues raised to find the exact root cause.

Monitor the quality of data within the CMDB and maintain accurate records of all configuration items (CIs), including hardware, software, cloud services and virtual assets.

Provides communication, education, guidance, mentoring, and of IT Business Management strategy expertise to customers and team members.

Implemented ITSM applications using ITIL best practices, ensuring proper SLA configuration, system reliability, and downtime reduction.

Perform day-to-day administration of the ServiceNow platform, including user and group management, configuration, customization, and scripting for event management.

Configure out of the box(OOB) workflows and create/maintain custom workflows.

Performing weekly clean-up of the cis in CMDB.

Configured the Mid server to manage ServiceNow discovery to find the Cis and ServiceNow Service Mapping in ServiceNow to find certain ip range of devices.

Execute the integration process using REST/SOAP Api between ServiceNow and Client ServiceNow, ensuring seamless data exchange and functionality.

Created Transform Script in importing the data into the Snow Database.

Daily Report build for Customer for Daily status and sharing on dashboard.

Daily interaction with Off-shore Team to get status updates.

Worked with ServiceNow Hi ticket to complex configuration issues.

Used Performance Analytics to build more interactive Dashboard & reports which provided the Risk Assessments.

Ensuring the integrity, accuracy, and consistency of data across used or created by the ServiceNow platform

Validate the functionalities during / or after completion of development.

Assist in weekly Release Management Document preparation and patch management.

Perform hands-on technical development work based on assigned user stories, conduct unit testing for each story assigned.

Experience in ServiceNow ITSM testing in ATF by Creating Automated Test Framework and run the test suits prior to each Release and Post Release activities.

Mentored the other team members into ServiceNow and involved in knowledge sharing sessions.

Communicate effectively to stakeholder in biweekly demo.

Company : Accenture, Bangalore Jun’2023 – Jan’2024

Role : Team Lead/Sr ServiceNow Developer

Responsibility

Design and develop software components, create and maintain documentation of design approaches on the stories raised in the RTCC IBM tool.

Providing technical solutions for the L3 tickets in CSM case, ITSM Incident, Problem, Change in both classic UI and SOW.

Configure ServiceNow CSM Modules workflows applications scripts.

Used the generative AI used in Now Assist for ITSM module.

Worked on policy and compliance management, Risk management, audit management, and vendor risk management modules.

Advance Risk detection calculated from the Risk Dashboard’s/w license expiry, critical information of Asset is missing.

Worked in change authorization boards (CAB) and provide analysis and recommendations based on the change affecting the security posture of the system.

Worked integration, and customization of ServiceNow GRC applications, including scripting and workflow automation.

Worked on UI Builder to configure the workspace with OOB features provided.

Reproduced the scenarios of customer issues raised to find the exact root cause.

Created custom dashboards to track KPIs across ITSM, ITOM, and HRSD, enabling real-time monitoring and data-driven decision-making.

Created many standard workflows for the onboarding, offboarding and Procurement of various catalog used.

Execute the integration process between ServiceNow and Client ServiceNow, ensuring seamless data exchange and functionality.

Used Client Script(Java Script).

Manages ServiceNow Discovery to find the Cis available and ServiceNow Service Mapping.

Perform day-to-day administration of the ServiceNow platform, including user and group management, configuration, customization, and scripting for event management.

Activated the HAM Pro plugin & SAM Pro plugin and configured OOB flows of Hardware Asset Management and Software Asset Management.

Used best practice approach of SAM in ServiceNow.

Implemented intake forms in Legal Service Delivery(LSD).

Worked on Legal cases arise in normal UI and Legal Workspace and created Legal matter from the case by seeing the severity.

Used the Common Service Data model(CSDM) to perform the development activities in serviceNow.

Performed SAM SCCM integration with 3rd party.

After in-detail analysis of the requirement docs of catalogue, developed Service catalogue story came from client.

Created complex Transform Script in transferring the data into the Snow Database.

Daily Report build for Customer for Daily status and sharing on dashboard.

Daily interaction with Off-shore Team to get status progress.

Raised Hi ticket if unable to find fix for a particular complex issue.

Implemented ITOM and ITSM applications using ITIL best practices, ensuring proper SLA configuration, system reliability, and downtime reduction.

Integrated ITAM with the Configuration Management Database (CMDB) to map assets to Configuration Items (CIs), enabling better incident and problem management by providing insights into asset dependencies.

Implementing asset lifecycle workflows, including procurement, deployment, maintenance, and retirement, optimizing asset utilization and minimizing costs.

Monitor the quality of data within the CMDB and maintain accurate records of all configuration items (CIs), including hardware, software, cloud services, and virtual assets.

Created Automated Test Framework and run the test.

Created few interactive Dashboards and Reports using Performance Analytics.

Assess and authorize changes to the configuration model and configuration management system.

Assisted in weekly Release Management Document preparation and patch management.

Mentored the other team members into ServiceNow and involved in knowledge sharing sessions.

Prepared the technical documents on complex requirements.

Company : Accenture, Bangalore Aug’2022 – May’2023

Role : Operation Lead/Sr ServiceNow Developer

Responsibility

Performed analysis and provided fix on the issue raised in ServiceNow Operations

Integration performed between ServiceNow to 3rd party system using REST.

Worked on policy and compliance management, risk management, audit management, and vendor risk management modules.

Worked integration, and customization of ServiceNow GRC applications, including scripting and workflow automation.

Activated the HAM Pro plugin & SAM Pro plugin and configured OOB flows of Hardware Asset Management and Software Asset Management.

Developed Service catalogue story came from client.

Daily interaction with customers to provide status progress.

Providing technical solutions for the L3 tickets in CSM case, ITSM Incident, Problem, Change in both classic UI and SOW.

Created custom dashboards to track KPIs across ITSM, Client script(Java script), ITOM, and HRSD, enabling real-time monitoring and data-driven decision-making.

Implemented ITOM and ITSM applications using ITIL best practices, ensuring proper SLA configuration, system reliability, and downtime reduction.

Configure ServiceNow CSM Modules workflows applications scripts.

Prepare document on CSM development, configuration of technical details in training material

Collaborated closely with HR stakeholders to gather requirements and identify opportunities for automation within ServiceNow HRSD.

Performed SCCM SAM integration with 3rd party.

Used the best practices of SAM for Entitlement.

Created Risk Management Dashboard to predict the Risk factors.

Worked to configure the workspace using OOB features of UI Builder.

Manages ServiceNow Discovery and ServiceNow Service Mapping.

Reproduced the scenarios of customer issues to find the exact root cause.

Implemented intake form in Legal Service Delivery(LSD).

Worked on Legal cases arise in normal UI and Legal Workspace and created Legal matter from the case by seeing the severity.

Used Workday integration to keep track of Employee and Finance in HRSD.

Worked on ATF suits run and fixed the failed scenarios.

Developed web services to integrate ServiceNow with a Procurement Tool, utilizing Direct Web service SOAP and REST.

Used Performance Analytics to create complex repots and Dashboard in ServiceNow.

Raised Hi ticket if unable to find fix for a particular complex issue.

Involved in monthly patching activities including mid server Upgrade.

Mentored the other team members into ServiceNow and involved in knowledge sharing sessions.

Prepared the technical documents on complex requirements.

Company : IBM, Bangalore Jun’2020 – Aug’2022

Role : Sr ServiceNow Developer

Responsibility

Performed analysis and provided fix on the issue raised in Domain Separation environment on IPC.

Developed Service catalogue using Client script(Java script)to automate user creation process and other stories came from client.

Daily interaction with customers to provide status progress.

Working as a shared resource for multiple projects including Integration.

Reproduced the scenarios of customer issues to find the exact root cause.

Worked on the Regression testing after the fix provided.

Configured and customized the ServiceNow Procurement Domain to meet business requirements, optimizing workflows for purchase requisitions, approvals, and vendor management, which improved process efficiency and transparency.

Managed ServiceNow Discovery identify CIs and ServiceNow Service Mapping.

Raised Hi ticket if unable to find fix for a particular complex issue.

Worked on Performance Analytics to create Complex Dashboard.

Mentored the other team members into ServiceNow and involved in knowledge sharing sessions.

Performed integration from IBM ServiceNow to Client Dove serviceNow.

Prepared the technical documents on complex requirements.

Company : Happiest Minds, Bangalore Jan’2017 – Feb’2020

Role : ServiceNow Developer/Admin

Responsibility

Fixing the bugs and customer issues when new ticket arises.

Reproduced the scenarios of customer issues to find the exact root cause.

Maintained Close interaction with customers while responding to the incident.

Involved in the analysis of bugs raised after Release.

Enhanced catalogues for various vendors as per their requirements.

Created workflow and attached to the service Catalogues.

Used Client script(Java script) to develop the Service Catalog.

Attended Knowledge sharing session as a ServiceNow Developer.

Company : Happiest Minds, Bangalore May’2015 – Dec’2016

Role :C++ Developer

Responsibility

Analysed the Project requirement and prepared a Low-level Design and get it reviewed from Architect.

Developed the module and used best practices.

Involved in debugging as part of RCA.

Performed coding in C++ and Unit testing of the developed module.

Followed Best standard practice in implementation.

Prepared the technical, functional documents.

Had interacted with the onsite team on a daily basis.

Attended KT sessions.

Company : Magna Infotech, Bangalore Jan’2013 – Jan’2014

Role :C++ Developer

Responsibility

Involved in debugging as part of RCA.

Analysed the LS files to find out the error in execution.

Coding in C++ and Unit testing.

Fixing the bugs and customer issues when new ticket arises.

Reproduced the scenarios of customer issues to find the exact root cause.

Maintained Close interaction with customers while responding to the NOTES.

Worked on the Regression testing after the fix provided.

Mentored the newly joined team members and involved in knowledge sharing.

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