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Driving Common Service Data model for ServiceNow Configuration database (CMDB)Remediating of Infrastructure database (CMDB) by growing customer data completeness, correctness, and compliance positionImplementing Cloud solution, provision and Governance by integrating with Azure and AWS cloudBuilding data integrations between ServiceNow to third-party systems using Service Graph ConnectorsParticipated design workshops and training sessions to kickstart customer engagement on ServiceNowConfiguration Database

Configuration, development and administration of the ITSM application for the clientCreate and manage user accounts, roles, and groups. Assign permissions and access controls for different roles and departments.Set up and manage the incident management process, including incident classification, prioritization, and resolution.Develop, configure, and maintain ServiceNow catalog items, service offerings, and request workflows in alignment with organizational requirements and best practices.Create and enhance various ServiceNow components such as business rules, flow designer, workflow, request catalog, client script, Script in UI policy, UI action, portal, UI macro, etc.

Manage the configuration of the ServiceNow platform, including customizations, workflows, business rules, scripts, and integrations.Create and manage user accounts, roles, and groups. Assign permissions and access controls for different roles and departments.Set up and manage the incident management process, including incident classification, prioritization, and resolution.Create reports and dashboards to monitor ServiceNow performance and track key performance indicators ITOM Tasks:Review CMDB processes and asset dataRemove inconsistent data, duplication (Data Sanitization)Review discovery schedules, mid servers, integrations such as SCCM

Experience implementing BCM programs, including risk assessments, business impact analyses, recovery strategies, Impact ratings, element definition and continuity plans.Developed approval configuration script and script include for BIA, BCP, Event and Exercise to ensure that the correct approvers and approver groups are notified.Actively participate in daily Scrum meetings and regular sprint planning, review, and retrospective meetingsCreate catalog items and record producers in ServiceNow.

Designed and implemented ServiceNow CSM solutions for clients, including custom workflows, integrations, and self-service portals.Participated in agile development projects, including daily stand-ups, sprint planning meetings, and retrospectives.Create catalog items, UI policies scripts, UI policies, and record producers to make client-side changes.Worked on creating users, roles, and groups and load data into ServiceNow using import sets.Manage Stories, Scrum Tasks while using Agile methodology.Led training sessions for clients on how to use ServiceNow CSM effectively.

SAM capabilities and tasksAssess current software models, define model category definitions, normalize models and review and fix asset classification at SuncorRollout publishers in phases with an iterative modelPublish software compliance reports/dashboards and plan for actions to save software costs and fix issues as needed.ITOM capabilities and tasksReview CMDB processes and RACIRemove inconsistent data, duplication (Data Sanitization)Review discovery schedules, mid servers, integrations such as SCCM and make optimizations

Configuration and development of the AHS ServiceNow platform to enhance functionality and improve user experience.Create and enhance various ServiceNow components such as business rules, flow designer, workflow, request catalog, client script, Script in UI policy, UI action, portal, UI macro, etc.Worked closely with various teams to identify solutions and improve AHS ServiceNow capabilities.Design, code, configure, unit test, maintain, and document deliverables using agreed-upon standards and tools.Ensured all requirements are understood, developed, tested, and delivered to specification.Researched and maintained a deep technical understanding of current and upcoming ServiceNow releases, communicating benefits and alignment with AHS’s vision.Evaluated technical impacts and coordinated implementation of new product releases.

Aligned Incident, Change and Problem Management to best practices prescribed by ServiceNow.Administration of ServiceNow instances, including version updates and new releases, testing, documentation, and implementation of the release across all instances.Created reports and implemented Performance Analytics for business insights and measuring key indicators.Setting Automation test cases using the ATF module.ServiceNow Portal design and configuration, Virtual chatbot implementation, design of Dashboards, Homepages, transform maps and maintaining Knowledge bases.Managed Stories, Scrum Tasks while using Agile methodology.Setting up Schedule jobs, Events and Email notificationsWorked with transform maps, data sources and different transform scripts for data loads and management.

Master Of Business Administration - Mba, Business

Bachelor'S Degree, Civil Engineering

Master'S Degree, Business