Lalith Kumar Email and Phone Number

• Collaborate with clients to understand business requirements and objectives.• Conduct thorough analysis of client's existing processes and systems to identify opportunities for improvement and optimization.• Leverage Service Mapping checklist to validate readiness of client environment to initiate ITOM Service Mapping efforts.• Capture the right details needed to initiate Service Mapping – such as credentials, application architecture diagrams, entry points etc.• Design, configure, and implement ServiceNow solutions tailored to meet client's business needs.• Utilize ServiceNow Service Mapping, Discovery, Event Management, and CMDB modules effectively to optimize IT infrastructure• Provide guidance to clients on the deployment of MID servers. • Configure MID servers to support Service Mapping, Discovery and Event Management• Hands on experience with Service Mapping pattern development • Experience with pattern based and tag based mapping.• Experience of designing and enabling CSDM for clients• Develop custom solutions and integrations as necessary to enhance the functionality of ServiceNow platform.• Lead the development and deployment of ServiceNow solutions, ensuring adherence to leading practices and standards.• Provide technical guidance and mentorship to offshore teams and junior team members throughout the implementation process.• Facilitate User Acceptance Testing with client and help them prioritize defects.• Lead the offshore development team by providing technical expertise, design & architecture guidance throughout the design, build efforts.• Offer ongoing support and assistance to clients post-implementation, addressing any issues or concerns in a timely manner. • Create detailed technical documentation including solution designs, configuration guides, and standard operating procedures.• Share expertise and best practices with team members to foster knowledge sharing and continuous learning

• Maintaining Data integrity in CMDB using (Identification and Reconciliation) IRE process.• Worked extensivily on IRE process to maintain a Clean and Accurate CMDB.• Implemented ServiceNow integrations with External systems, leveraging the MID Server for seamless data exchange and process automation.• Maintained a reliable CMDB through Discovery tools, Established CI relationships, and facilated Service Mapping for Dependency Analysis.• Developed scheduled jobs to automatically populate CMDB fields with Default values, streamlining CI attribute management. • Took part in CMDB workshops to Streamline the CMDB Data in ServiceNow for Customers and remove Duplicate CI’s• Installed MID Servers in Client Servers and configured LDAP to access the Active Directory for User & Groups provisioning.• Worked on DISCOVERY and Set Up MID Servers and checked for Connectivity.• Activated the plugins for ITOM & DISCOVERY by creating DISCOVERY schedules and IP ranges for each Data center.• Configued Event Management by configuring Connector Instances and Connector Definitions.• Skilled in conducting risk assessments, vulnerability assessments, and gap analyses.• Worked on setting up Service portal content so that it's only available to authenticated users.

• Responded to employee inquiries and resolved HRSD-related issues in a timely and efficient manner• Maintained accurate and up-to-date employee records in ServiceNow HRSD• Implemented and customized Human Resources Service Delivery (HRSD) module in ServiceNow to automate HR processes and enhance employee service.• Designed and configured HR service catalogs, including cases related to employee onboarding, offboarding, benefits, and HR inquiries.• Developed Custom Workflows, business rules, and UI policies within ServiceNow to streamline HR service delivery and ensure compliance.• Provided technical expertise and support for HRSD-related initiatives, including system configuration, data migration, testing, and end-user training.• Collaborated with cross-functional teams to develop and implement HRSD process improvements• Integrated HRSD with other modules like Incident,Knowledge Management to provide a seamless user experience and improve operational efficiency.• Collaborated with HR stakeholders to gather requirements, design solutions, and implement enhancements that meet business needs.• Perform day-to-day administration of the Service-Now tool Maintain business services and configuration item relationships in the Service-Now tool.• Designed and Configured HRSD modules in ServiceNow to automate and streamline HR processes such as onboarding, offboarding.

• Assisted in the configuration and maintenance of ServiceNow instances, focusing on CSM module enhancements and support.• Provided technical support to customer service teams, resolving issues related to CSM functionalities and ensuring optimal system performance.• Participated in testing and deployment activities for new CSM features and enhancements.• Designed and Implemented CSM solutions in ServiceNow to streamline customer support processes and improve service delivery metrics.• Experience creating customer facing portals using Content Management Systems in SNC• Support and enhance existing Customer Portals using ServiceNow CMS functionality including Jelly Script, UI Macros, custom Script Includes and roles• Performed Day to day Service Now Administration activities independently.• Involved in customizing the form design and layout for Incident, Problem, and Change Management. • Performed admin setups during instance upgrades and cloning.• Responsible for analyzing, designing, and developing business applications that• involved customization, workflow administration, data imports, and custom scripting using JavaScript.• Configured the Business Rules, Client Scripts, UI Policies, and Access Lists in ServiceNow. • Worked on creating users, roles, groups, and Configured LDAP Server and LDAP Listener for updating the user and group table record.

As an IT Developer, I am Involved in the Implementation, Customization, Development, and Support of Oracle Applications. My role also was to support the applications used in Manufacturing . Process Global scheduling to ensure the maximum possible availability. Analysis, Design, and Development of new applications and tools to improve business processes, productivity, and efficiency. Oracle Manufacturing & Order fulfillment Module Implementation