Akshay T Email & Phone Number

New York, United States

•Designed and developed custom CSM portals in ServiceNow to improve the customer service experience and increase user satisfaction.•Worked on implementation of time sheet management based on the resource plan and projects.•Good Knowledge of CMDB and Asset Management Services Business Services and Configuration Item relationships. •Extensively worked with System integration experience with ServiceNow client and server-side JavaScript and the ServiceNow APIs and rest API Explorer.•Creating Workflows for various catalogue items and modifying the existing workflows according to new requirements.•Worked on complete Implementation of change management module including workflows, approval policies, maintenance and back out schedules, risk assessment etc.•Involved in implementation projects and POCs related to Service now GRC modules such Policy & compliance, Risk Management and Vendor Risk Management•Integrated HRSD module with our HRIS system to improve data accuracy and reduce manual data entry.•Managed and implemented HR life-cycle workflows for all new hires and exit process.•Created new HR services and their associated Process flows based upon the clients requirements.•Configured ServiceNow HRSD suite and implemented HRSD roles, Services, Record Producers.•Created, Developed, and implemented HR services for automated HR processes such as employee on boarding and off boarding.•Involved in design of new functionality using Business rules, UI actions and UI Policies, SLA, workflows, email notification, report, scheduled jobs, import sets, migration of update sets between different environments of Service-Now on GRC products.•Involved in development phase and worked on configuration user stories.

Minnesota, United States

• Implementation of projects catering to ITSM modules including incident, Problem, Change, Service Catalog, and custom applications customization, ITOM Modules Discovery, Service Mapping and Event Management• Experience in designing, developing, configuring, customizing & administrating ITSM and ITOM applications.• Handling the process flow of complete vendor risk management.• Handling the process flow of complete risk assessment management.• Working on new customizations to vendor risk and risk assessment management applications.• Performed data load to import the bulk number of assessments into assessments table.• Working on activities, testing plans, risk ratings generation of unit assessments.• Created upload tool where users can load the assessments data.• Started implementing the BCM module.•Worked on HRSD integration with Microsoft teams. Allowed users to create and update HR cases from teams.•Experience in designing, development and implementation of ServiceNow ITSM Platform applications and modules (ex. Incident, Problem, Change, CMDB, Service Catalog, GRC, Security Vulnerability, Discovery, HR, MID SERVER Facilities, Performance Analytics, and various custom applications).•Worked on GRC application (Governance, risk, and compliance).

• Setting up the Discovery like Mid Server installation, adding credentials, creating discovery schedules, creating IP ranges and Range sets, etc.• Develop customized Probes & Sensors or patterns for Discovery.• Fetching up report of non-discovered CIs to resolve discovery errors or warnings.• Monitoring the MID server health and Discovery Dashboard regularly to resolve discovery errors or warnings.• Worked on integration with Cyber-Ark.• Worked on creating Identifiers, Adding MIB files for Network devices. • Completed discovery setup for different environments and different types of devices.• Created Automated Test Frameworks (ATF).• Worked on completeness and data certifications on CMDB data.• Worked on Absent servers and Orphan servers’ data. • Worked on data load and Transform Maps. • Created Users, Groups, Roles, Notifications, Choice Lists, Inbound Email configuration and SLA’s• Customizations on Incident Management.• Form Designing of Incident, Problem and Change Applications.• Created Standard change templates and task templates.• Worked on Catalog forms, Workflows, Business Rules, Client scripts.• Worked on Forms, Data loading, Transform maps and Update sets.• Worked on Change requests to send automatic notifications.• Root Cause Analysis for the incidents and interruptions in process flow and applying fix for the same within the SLA duration.• Customization and configuration of Service requests, Incident management and Change management.• Involved in development for the various modules using Business rules, Client scripts, UI Polices, Script Includes.• Interaction with functional/process owners over phone to understand the business processes and new requirements.• Deploying the developed code to Test/Production instances using Update Sets.• Providing support during the UAT process and post-production deployment.

Atlanta, Georgia, United States

•Working as Developer for Service Catalog end to end forms development.• Created Workflows, Client Scripts, Business Rules, Data Policies, UI Policies and UI Actions and Tables.•Created many Catalog forms and respective workflows and approval process.•Configured Emails notifications and Inbound Email actions.•Configured SLA (Response and Resolution) for the catalog tasks.•Customizations on Change Management and defined workflows for Normal, Emergency and Standard Change.•Hands on Experience on Transform map Scripts.•Performed data operations using Import Sets.•Creating custom tables, fields and configuring Access Controls over them. . Created Notifications by making use of Email Scripts, Email templates and Events.•Created schedule reports to send daily base notifications..Created the reports and made them displayed on dashboards and home pages•Responsible for the Service Now tool administration module and maintenance of new Groups, Roles.•Worked on ACLs for field level and Table level.•Created schedule Jobs.

Texas, United States

● Configuration/Customization of the Service Now system, including creating workflows.● Build service requests from customer requirements including requests, request items and tasks using workflows ● To manage data flows from the customer to the support teams providing the service ● Uses scripting tools and Service Now functionality create script to automate rote tasks being done in Service Now. ● Performs integrations and process automation using Service Now Orchestration. ● Load, manipulate and maintain data between Service-now and other systems. ● Thorough understanding of ITIL/ITSM processes ● Performs system and integration testing with sample and live data Monitor health, usage and overall compliance of the application. ● Hands-on design, development, and deployment experience with the Service-now platform. ● Service now implementation experience in ITSM modules (Incident, Problem, Change).