• Manage and lead the ServiceNow offshore Delivery team of 15 members delivering business critical functional updates, reducing technical debts, defect resolution, and overall delivery, including extended staff management.• Manage and track project scope, resource, schedule, risk, quality, dependencies, stakeholders, and report on progress to leadership teams.• End to End Extended Staff and Vendor Management including Budgeting, Forecasting, Hiring, Onboarding. Ramp-up/Ramp-down Surge Resources, SOW, Purchase Requisitions / Purchase Orders, DocuSign, Contract Extensions and closures, both for Outsourced (SOW) and Staff Augmentation (SA) Models.• Communicate with PMO on a frequent basis. Identifies tasks and issues that may have an impact on service levels or schedules. Provides realistic task and cost estimates. Screens resumes of team members, interviews, makes hiring and assignment recommendations, and writes reviews/ user stories.• People management functions including Hiring, Conducting Interviews, Quarterly and Annual Reviews and appraisals, Individual Development Plans, Career Planning, Technical and Soft Skill Training, Fun at Work.• Participate in design, code, and test inspections throughout product life cycle to identify issues. Participate as a technical consultant at other project meetings. Present technical status and issues at milestone reviews.• Release Management, Change Management, Defect Tracking and triaging, Scheduling Deployments, representations at CAB, CRQ Approval, Postproduction Sanity Testing for Business Conformance.• Drive the highly visible site level initiatives such as the Annual Rewards and Recognition Awards.• Liaison with Business teams, line management and technical teams for effective stakeholder and customer management, risk management, transparency, and delivery.• Prepare time estimates and justifications for assigned tasks and provide recommendation to other Project Managers/ Business stakeholders.

• Communicate with the Product Owner on a frequent basis. Identify tasks and issues that may have an impact on service levels or schedules. Provides realistic task and cost estimates. • Perform code reviews and approve documentation/ diagrams created by IT team members. Write documentation, including technical standards and processes.• Use ServiceNow to build new capabilities that establish HR processes.• Participate in design, code, and test inspections throughout product life cycle to identify issues. Participates as a technical consultant at other project meetings. Presents technical status and issues at milestone reviews.• Involved in managing system configurations, gathering and documenting user and process requirements, developing workflow customizations, and performing quality assurance testing, user acceptance testing and third-party integration for Service Now platform.• Hands on experience on configuration and customization around ITSM and HRSD Modules including JavaScript, Glide APIs, Business Rules, Client Scripts, Workflows, Dictionary Overrides, UI Policies and UI Actions.• Identify requirement gaps to maintain high degree of quality in the solution built and provide configuration options to identify pros and cons.• Design, development, and maintenance of the ServiceNow HRSD platform to ensure that users are being supported in meeting their business needs.• Prepare time estimates and justifications for assigned tasks and provide recommendation to Project Managers.• Supervise ServiceNow platforms upgrades and patches across all environments.• Perform technical release management activities for monthly releases by coordinating, communicating and implementing into Production.• Participate in daily project meetings/daily scrums and update development status with stakeholders.• Troubleshoot/Perform root cause analysis of production issues with recommendation to avoid it in future from occurring.

• Requirements Gathering: As an Integration Analyst, understand the requirements from the client side, Setup meetings between client/ business team/ offshore team, evaluate the feasibility and freeze the requirements.• Integration: Helped in integrating varying ERPs/ Client-side tools like SAP DSIM with that of advanced transactional Sales Force Automation systems from other vendors like Stay-In Front, SIF using cloud-based Infosys TradeEdge Platform offerings namely Distributor Management System & Market Connect module.• Customization & Configuration of platform: Based on the requirements, carried out the configurations and setup (i.e. create the project, assign proper roles and users, create the scripts etc.).• Implementation of Product: Lead the upgrades of the products and showcase the demos directly to the client. To ensure proper monitoring of platform for its availability and performance. To do the capacity planning, Unit testing, Integration testing and User acceptance testing. To provide the critical support for both functional & non-functional issues.• Issue Resolution: Ensured fixing both technical/ design issues associated with Infosys TradeEdge Platform along with proper RCA.• Team management: Managed a team of 8 members and prepare daily workloads for them. Co-ordinate the daily allocation of work and motivate the team members to achieve high standards and KPI targets. Mentoring and training the junior and new members. Arranging & chairing weekly team meetings, focusing on targets & achievements. Involved in the recruitment of new staff for current/upcoming projects. Providing prompt and accurate information on individual performance.