Jan 2023 - Present

ServiceNow ITOM Developer

Cognizant Technology Solutions

Responsibilities

• Implementing and maintaining the ServiceNow ITOM platform, including its various components such as Event Management and Discovery.
• Installation/migration/maintenance of MID servers.
• Configuring and customizing the platform to meet specific business needs and requirements.
• REST API Integrations, Regular Discovery of various CI classes in CMDB.
• Managing users, security, and access controls within the ServiceNow instance.
• Ensuring the platform is highly available, secure, and scalable to meet growing business demands.
• Monitoring and troubleshooting platform performance and issues.
• Managing and maintaining the platform's data and integration with other IT systems and tools.
• Requests, Incidents, and Changes related to the ServiceNow platform. 
• Developing and implementing policies and procedures for the effective use of the ServiceNow ITOM platform.
• Keeping up to date with new releases and upgrades to the platform and implementing them as necessary. 
• Collaborating with cross-functional teams, including IT, security, and business stakeholders, to ensure the platform meets business objectives and goals.

July 2016 - Jan 2023(6 Years and 6 Months)

ServiceNow Administrator

Eurofins IT Solutions

Responsibilities/Achievements

• Manage MID Servers on both Linux and Windows operating systems
• Integrations including REST, JSON, XML, Scripted REST web service APIs and MID Server Integration
• Experience with JavaScript, XML, HTML and service integration using REST API
• Conduct device discovery via Discovery, SCCM, and Intune
• Perform AWS Cloud Discovery via a Linux MID server
• Monitor and analyze Discovery Behaviors, Patterns, Probes, and the ECC queue
• Create dashboards, homepages, and reports
• Integrate SCCM, SolarWinds, Discovery, LDAP, Intune, Azure AD, and manage domain structures
• Develop UI Actions, Transform Maps, Knowledge Management, Service Catalogs, Flow Designers, and Notifications; manage branding and access provisioning for users
• Address requests, incidents, and changes related to the ServiceNow platform
• Administer ServiceNow, including UI Policies, Form Designs, and Form Layout changes
• Apply update sets, UI scripts, and Notifications to the ServiceNow platform
• Load data into ServiceNow using import sets, and develop business rules, client scripts, UI actions, UI pages, ACLs, workflows, reports, and Service Catalogs
• Support both custom and standard reports within ServiceNow
• Load, manipulate, and maintain data between ServiceNow and other systems.
• Manage low and high-severity incidents throughout the incident life-cycle, ensuring compliance with availability, resolution, and restoration SLA's
• Develop test cases based on use cases and requirements
• Work in a Scrum environment and have experience with ITIL Processes and Tools, ITIL v4 certification
• Possess scripting expertise in MySQL, PowerShell, VBScript, JavaScript, Java, Python, HTML
• Develop SSRS reports using MySQL queries
• Conduct visual regression testing through BackstopJS
• Train users on the application of standard functionalities in ServiceNow & OTRS
• Administer OTRS Frontend, including Notification Management and Template Management
• Address ServiceNow & OTRS issues from users globally
• Manage Microsoft Exchange, including cleanup and access delegation
• Monitor servers on OpsView and SolarWinds
• Recognized as a Star Performer of the year on three occasions.

May 2015 - March 2016

Desktop Support Engineer

Europia Biotech Pvt Ltd

Responsibilities

• Installing, configuring, and maintaining desktop computers, laptops, and related hardware and software.
• Providing technical support to end-users for hardware, software, and network-related issues.
• Troubleshooting and resolving desktop computer and software problems.
• Configuring and maintaining printers, scanners, and other peripheral devices.
• Ensuring the security and protection of desktop computers, data, and other assets.
• Assisting with the deployment of new hardware and software to end-users.

November 2013 - May 2015

Senior Analyst

HCL Technologies

Responsibilities

• Desktop Support Engineer at Electrolux APAC and EMEA, responsible for maintaining a detailed inventory of computer hardware and software.
• Documented and organized technical information for desktop configurations, hardware, and software to establish an efficient knowledge base.
• Provided end-user training and support, collaborated with IT teams, and stayed updated on the latest technologies for effective issue resolution.
• Configured Lotus Notes, participated in system migrations, and facilitated secure communication by setting up emails on iPhones and Blackberry devices.
• Managed various tasks, including remote desktop support, software deployment, and serving as the Regional Expert for Remote IT Support in regions like Australia, New Zealand, and Japan.