Closely collaborate with product owners, program owner and application owner to review and plan the roadmap for the platform.Collaborate with enterprise architects and ServiceNow architects to review and explore realization of the roadmap by mapping those to ServiceNow offerings, internals tools and integration options.Build architectural design and take decisions for the same. Record the design and decisions in the Architecture document.Based on architectural design decisions, collaborate and negotiate (features and timeline) with POs to help them write Demands and Epics.Explain the architecture and demands to solution designers so they write stories with POs.Review the performance degrading implementations and provide suggestions/guidance as per platform best practices. Keep the platform best practice and technical onboarding document up to date.Collaborate with Operations and L3 team in case of Major incident to help them troubleshoot by providing them architectural and platform insights.Assist solution designers with implementation approach and options wherever they face challenges.Collaborate with Release and Upgrade team for the instance upgrade planning and execution to ensure minimal operational impact.

● Establish, consult, recommend ITSM processes and ServiceNow platform best practices forclients/developers.● Review and validate the implementation approach and configurations done by developers andsuggest changes as required to fulfil the requirement and as per the best practices.● Ensure the bugs as recorded by testers are resolved well within the timelines.● Arranging and driving daily stand-ups, sprint reviews.● Mentoring the development teams on ServiceNow modules and features to help them understandthe business perspectives.● Ensure the technical and process documentation is updated.● Proficient in ServiceNow applications and related features like Incident, Problem, Change, ServiceCatalog, Asset, CMDB, Performance Analytics, Reports, Dashboards and Customer ServiceManagement.● Proficient with platform features like Client scripts, Business rules, workflows, notifications, dataloads, Events,Table, Form and list customizations, update sets, UI actions, Script includes etc.● Fair knowledge of REST integration of servicenow with AWS and third party applications, JavaScript,IntegrationHub spokes, flow designer, Discovery, ACLs and ATF.Gather requirements from clients and create and demonstrate POCs.● Assign stories/tasks to the individual team members with deadlines and recommend theimplementation and configuration approach.● Consulting and coordinating pre-sales activities by understanding the requirements of the prospectsand creating PoCs and presenting its demo, which has bagged many projects.

Establish, consult ITSM processes and ServiceNow platform best practices.Arranging and driving daily stand-ups, sprint review.Assign stories/tasks to the individual team member with deadlines.Mentoring the development teams on ServiceNow modules and features to help them understand the business perpspectives.Proficient in ServiceNow modules like Incident, Problem, Change, Asset, Analytics, Reports, Dashboards with a fair knowledge of Service Request, Discovery, WorkFlow, Flow-Designer and Customer Service Management.Mentoring the team with ITSM Processes to provide a holistic view of IT Landscape.Consulting and coordinating pre-sales activities by understanding the requirements of the prospects and creating PoCs and presenting its demo, which has bagged many projects.

Ensuring ITSM Process compliance across several applications.Responsible for showcasing Service status during weekly service review call with Stakeholders.Responsible to engage all the stakeholders to define SLAs and KPIs.Leading and guiding a team of five members by assigning specific processes and application.Coordination with SPOCs of each application to ensure KPIs and SLAs are met.Major participation in Transition phase of new applications.Creation and maintenance of SOPs for Incident, Problem, Change and Knowledge Management.Provide extended Support during heightened awareness periods.Creation and presentation of reports and Trend Analysis to showcase Service status.Driving of Major Incident Process (Sev 1/2 issues) and emergency changes.Creation and maintenance of RCA and Risk Register through Problem Manager.Driving and tracking CSI’s through CSI Manager.

Client – Barclays - Team Lead (Feb 2013 – Sep 2015)Roles and Responsibility –Leading and Mentoring a team of 18 Junior analysts.Collaborate with stakeholders and Internal/Vendor technical teams.Leading P1/P2 Issues.Monitor and troubleshoot issues with jobs in SAP HR systems.Logging and coordinating Emergency change requests to resolve MI.Plan monthly maintenance/change release by creating Run document.Presenting Support status in the Daily status call.Assisted the application owner with Servicenow Reports and preparing graphs in MS Excel and PPT.Follow up on missed KPIs over call/mail with end user and other teams to ensure the timely resolution of CR and Incidents within SLA.Client – AON (Sep 2010 – Jul 2012), Project- GRIP Application Support.Roles and Responsibility –Monitor the support mail boxes and help desk tool to log issues.To analyze issues raised by users and to provide appropriate resolution on call or through email.Taking ownership of issues and collaborate with Internal technical teams and other stakeholdersTo attend meeting with client side stakeholders/managers to discuss issues/support process. Escalate/re-assign the issue with appropriate analysis.Create/update the process related documents.Generate regular status reports for each application and share the same with stakeholders.