Responsible for providing technical best practices and demos in requirements workshops, participate in discussions around new tools and utilities offered on the ServiceNow platform. Acted as the Primary technical developer on 1 client engagement encompassing ITSM applications, CMDB Mapping using SCCM, custom escalation workflow and Service Portal external search source integration.Created custom off-boarding process using Orchestration and Powershell. Worked on Ideation (Intake) and Demand management configuration, scripted scoring of demands as well as configuring of visualizations. Implemented company separation, worked on custom loaner equipment catalog automating the entire process from reservation, check out, return and inventory management.

Operational Support of the ServiceNow platform involving ongoing maintenance, interface/integration changes and new integrations. Setup of new companies, creation of custom roles and accesses, review the upgrade release notes and plan regression testing. Work alongside the ITSM program management team on understanding and creating sandbox solutions.(Demand Management and Asset Management)Review the reporting on the platform and tailor the reports to provide key metrics for operational and management reporting. On-boarding Desktop and Network teams to Asset Management.Review and understand the business pain points, provide suitable solutions or recommendations and ares of improvement.

Responsible for the Corporate Applications(Financial, Human Resources, Payroll and Time entry. Run and manage the major incident process during unplanned outage. Ensure responsible teams follow the defined processes for incident, problem and change management processes. Work with the Business counter parts on key initiatives and current pain points. Review with the support team on current problems and prioritize business value. Create Application health dashboard and plan for peak capacity based on the transnational volumes and growth trend.Worked on the migration of ITSM tool to ServiceNow, reviewed the future state process models for incident, problem and change. Created the application and CI mapping and worked with the CMDB manager to update these within the ServiceNow platform.

Application support for Treasury and Finance applications, worked with data providers and ensure the daily market data is available. Scheduled upgrades and coordinated changes to the applications. Responsible for administration of the SharePoint portal and Business Objects Enterprise reporting suite.Created and updated report templates(Crystal Reports 7.5 - 2011), setup schedule for daily report delivery to the clients. Documented the support procedures on Confluence knowledge repository.

Working with a major retailer on application support and sustainment. Deep understanding of Point of Sale, Tender Authorization System and SIGN application and understanding of the retail business processes that these application support. In charge of running disaster recovery, performance and load testing to ensure availability during peak volume periods. Responsible for training offshore support teams to handle round the clock support of the applications.