Varun Batra Email & Phone Number

Gurgaon, Haryana, India

Excellent knowledge on ITSM and ITOM implementation. Worked on On-premise Discovery, HAM implementation, Incident, Change and Problem Management. Implemented ServiceNow's Virtual agent and Integrated it with Microsoft Teams. Created multiple topics for HR and ESS portals.Excellent knowledge on integrating ServiceNow with 3rd Party tools.Expertise in use of Flow designers, Orchestration and Automated Mid server Setup. Excellent knowledge of working with ServiceNow Glide objects such as GlideRecord, GlideSystem, GlideAggregate, GlideAjax etc. Extensive hands-on experience of working with script-based ServiceNow components such as Business Rules, Script Includes, UI Action, UI Policy, Client Scripts, UI pages etc.Involved in implementing and integrating end-to-end Service Catalog, creation of new record producers, designing new pages.Experience in Knowledge Management, CMDB, Asset Management & Service Catalog Management in ServiceNow.Experience on various ServiceNow customizations as per client's requirement.Experience on the implementation and maintenance of Business Rules, Client Scripts and UI Policies.Experience in configuring the SLAs for various ITIL processes as per the client requirements.Experience in working with the workflows using ServiceNow workflow editor.Expertise on defining workflows in Service Catalog items, Approvals and Dynamic tasks in ServiceNow.Full customization of Reports, Email Notification and Inbound Email Notifications.Worked on Performance Analytics and created several users requested Dashboards using Database Views.Implementing system security by using ACLs and Roles.Customization of table forms using UI Policies, Client Scripts and UI Actions.Creation of assignment Rules and Approval rules.Designed various Home pages for Admin, ITIL users, etc.Managing Service Now data using Scheduled imports and exports and Transform maps.

Gurgaon, Haryana, India

Gurgaon, India

1. Service-Now Administrator for all the configuration, user management and file management purposes2. Work with User Interface (UI) policies, data policies, UI actions, business rules and client scripts3. Knowledge Base and Service-Now Service Catalog maintenance4. Ensuring Incident closure within SLA.5. Incident ownership, monitoring, tracking and communication.6. Establish incident framework management.7. Evaluation of incident framework management.8. Assess the change impact.9. Identify, analyze, and prepare risk mitigation tactics.10. Manage successful change implementations.

Gurgaon, India

• Ensured closure of all critical issues and ageing calls across teams.• Handled all Incident management requests• Managed all environment related to UAT and production.• Set quality standard checkpoints for effective delivery.• Managed quarterly and monthly releases from the data center perspective. Co-ordinated with the stake holders to do the same.• Analyzed customer requirements and change which is required to be implemented and communicated the same effectively to all stake holder parties• Efficiently designed annual, monthly, weakly, daily MIS for the client and Wipro• Interacted within team to run various batch processes to maintain the daily operation of the client• Assisted team in solving the issues at the first level analysis and coordinated with the concerned team

• Ensured closure of all critical issues and ageing calls across teams.• Handled all Incident management requests• Managed all environment related to UAT and production.• Set quality standard checkpoints for effective delivery.• Managed quarterly and monthly releases from the data center perspective. Co-ordinated with the stake holders to do the same.• Analyzed customer requirements and change which is required to be implemented and communicated the same effectively to all stake holder parties• Efficiently designed annual, monthly, weakly, daily MIS for the client and Wipro• Interacted within team to run various batch processes to maintain the daily operation of the client• Assisted team in solving the issues at the first level analysis and coordinated with the concerned team.

• Over 2 years of experience in Operations’ Management, Client Servicing, Team Management and Training.• Worked with Wipro Technical Helpdesk, New Delhi as SME Operations.• Proficient in managing & leading teams for running successful process operations & experience of developing procedures, service standards for business excellence.• Acting as an escalation gate to resolve critical issues of the team members. Skills in conducting various technical training sessions for enhancing the performance and quality of service.• Possess excellent interpersonal, communication and organizational skills with proven abilities in Quality and Customer Relationship Management.