Aparna Subedi Email & Phone Number

Canada

Canada

• Implemented GRC to centralize policy management, assess compliance with regulatory requirements, and track remediation activities, ensuring adherence to industry standards and regulations.• Developed Compliance and Risk management processes within ServiceNow GRC to assess, monitor, and mitigate security risks in alignment with regulatory requirements and industry standards.• Orchestrated security workflows and automated response actions in ServiceNow SecOps using playbooks and integrations with security tools, enhancing operational efficiency and consistency.• Integrated Event Management with monitoring solutions for direct ingestion of events into the platform, enhancing the efficiency of event management and providing real-time insights into IT infrastructure health.• Enabled Predictive Intelligence (PI) to evaluate connections between applications, CIs, and processes, and created connection rules in the Service Mapping system to populate service maps for Critical business services.• Worked on Discovery & set up Mid Servers and checked for connectivity and troubleshooted Discovery tools.• Planned Discovery process, collected infrastructure inventories, defined configuration items, and set up discovery schedules.• Led fine-tuning of data and improved overall scorecard to enhance CMDB data quality and streamlined CMDB lifecycle processes.

• Compliance management for different departments like HR, Legal, IT, Project Management, etc.• Integrated GRC Compliance Management with SecOps Compliance configuration to build a holistic overview of non-compliance and vulnerable assets across the infrastructure.• Collaborated with stakeholders to develop and maintain comprehensive Security Incident Response (SIR) plans and playbooks, including predefined response actions and escalation procedures.• Designed and implemented automated Incident Response workflows to detect, prioritize, and remediate security incidents in real time. Configured Incident Management workflows in SecOps to triage, prioritize, and escalate security incidents, ensuring timely response and resolution.• Integrated SecOps with security tools and technologies such as SIEM, and IAM solutions to streamline workflows and improve visibility across the security stack.• Configured ServiceNow HAM to automatically discover hardware assets within the IT environment, including servers, desktops, laptops, and networking devices.• Implemented HR Service Delivery (HRSD) to streamline the employee onboarding and offboarding processes, and automated tasks such as provisioning accounts, assigning equipment, and managing documentation.• Conducted thorough CMDB data cleanup and restoration using import sets, ensuring data integrity and reliability for effective decision-making and reporting.• Implemented automated processes in APM to keep application portfolio data up-to-date, ensuring accuracy and relevance for strategic planning. • Established governance frameworks within ServiceNow APM, defining policies and procedures for application lifecycle management, compliance, and risk mitigation. Utilized advanced reporting and dashboard features in ServiceNow APM to provide stakeholders with real-time insights into the performance and health of the application portfolio.

• Integrated ITOM with IT Service Management (ITSM) to provide seamless end-to-end IT service delivery experience including incident, problem, and change management, ensuring alignment between IT operations and service delivery objectives.• Utilized Service Mapping to visualize the relationships and dependencies between IT services and underlying infrastructure components.Implemented Discovery to automatically identify and map the configuration items (CIs) within the IT infrastructure i.e. servers, network devices, applications, and their interdependencies.• Developed Service catalog items and designed workflows, streamlining service request processes and execution plans, and populated CMDB by importing IT asset data, centralizing information, and facilitating effective asset management.• Implemented IT Asset Management (ITAM) to track and manage IT assets across their lifecycle. Inventory management, software license compliance, and asset lifecycle management to optimize asset utilization and reduce costs.• Worked extensively on the Project Portfolio Management (PPM) module, overseeing all related projects and applications simultaneously, and tracked their progress using Gantt charts, also managing demands within the PPM module.• Implemented APM to assess and rationalize the IT application portfolio. Analyzed application usage, cost, and performance metrics to optimize the portfolio and align it with business objectives.• Integrated SSL for secure communication within ServiceNow, ensuring data privacy and security compliance, and resolved users' access and roles issues by checking active directory and users’ table, ensuring proper access and permissions.

• Performed CMDB and ITOM implementations, importing base CMDB table data using import sets and Integration Hub ETL.• Implemented ServiceNow ITOM/ITSM best practices, delivering and supporting multi-site/multi-theater accounts, and managed data within Tables, the CMDB, Import Sets, and Update Sets, ensuring data integrity and reliability.• Developed and customized UI components, scheduled reports, and created database views, while leading team activities, maintaining technical documentation, and participating in Agile processes such as scrum meetings.• Integrated back-end systems using Web Services like SOAP and REST, customized Service Portals for Customer Service Management (CSM) and developed UI Appearance for Service Catalog Requests.• Redesigned workflows using ServiceNow's workflow editor, focusing on enhancing efficiency and usability, and simplified complicated workflows for improved efficiency.• Wrote Catalog client scripts and UI policies for client-side changes, improving user interaction and functionality, and developed UI pages for use in catalog items using UI Scripts, enhancing the user interface and customization options.• Configured and maintained Business Rules, Client Scripts, and UI Policies in ServiceNow, optimizing system functionality and user experience, and identified UI business process improvements and integrated systems for enhanced efficiency and functionality.• Pulled and scheduled reports as per client requirements, providing timely and accurate insights into system performance and usage, and created database views to pull reports on variables used by catalog items, facilitating data-driven decision-making and analysis.