Nikhil R Email & Phone Number

Nashville, Tennessee, United States

• Implemented, documented and maintained the ServiceNow platform to meet specific business needs to support ITIL and business processes with the working knowledge.• Experienced in the analysis, development and automation of various ITSM, ITOM processes including Incident Management, Change Management, Asset Management, Service Request, Configuration Management including setup and configuration of REST• Responsible for resolving Incident, Change Request, Request Fulfillment and service request issues as per SLAs• Contribute changes for automatic linkage of PS WBS elements with PPM Items• Developed Custom enhancement for Decision Flow Management (DFM) between PPM and PS to ensure that level 2 WBS Elements (and all WBS Elements below it in the project structure) are set to status " Confidential " once the corresponding decision point in PPM is set to Status "Complete"• Configured the Classification field in PPM, the subcategory field should only reflect two drop down items• Developed Custom enhancement for PPM portfolio Decision Gate and Financial approval and included additional check boxes for Decision Gate• Responsible for the Administration and Development of Intel’s SAP Callidus SPM Software Application.• Collaborating with cross-departmental teams to determine the scope and feasibility of solutions• Creating Knowledge articles to document the steps in creating the catalog items.• Created catalog items and customized the fields and used scripts to auto populate with all the required information up on loading the form by using client scripts.• Involved in Upgrading the implementations of ServiceNow version to Quebec and cloning activities

Charlotte, North Carolina, United States

• Customized Incident, Problem and Change forms of ServiceNow using UI Policies and Client Scripts.• Implemented on Call Scheduling plugin and created Rota and rosters by the schedules provided by each operating support group.• Created a custom login page through Content Management System using AngularJS, HTML and CSS.• Involved in implementation of SAML 2.0 for Single Sign On (used OIM).• Implemented Discovery phase 1, identifying windows and Linux servers via MID-server on IP ranges provided within the data center.• Involved in LDAP integration and configured DNs in lower environments.• Created various workflows for various Catalog Items.• Configuration of Email Notifications and develop mail content using mail scripts.• Responsible for gathering requirements and developing/customizing Service Catalog Items.• Created Data Sources for various external applications. Used Import sets and Transform maps to import data into ServiceNow.• Created various SLA’s as per client requirement for Incident Management.• Participated in regression testing and resolving issues during the upgrade of the instance.• Assisting the user groups and other teams with configuring reports and creating new homepages for easy access to the end users.• Creation of custom roles and configure ACLs for restricting access to unauthorized users/groups.• Maintenance/Clean-up of existing data on - User Accounts, Approvers and Support Groups.• Created new metrics on incidents to help reporting for users.• Involved in gathering the requirements from the business team and writing the technical design documents.• Implementation of different Applications, Modules, Tables and Views as per client’s requirement and process for Incident Management, Problem Management, Knowledge Management, Change Management, Asset Management and Service Catalog.

Hyderabad, Telangana, India

• Communicating with end users, identifying their difficulties, and changing the applications as per their requirements. • Created various front-end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros. Experience with jelly scripting in ServiceNow.• Establish and maintain Enterprise standards based on industry best practices for ITSM Change Management processes, definitions, reporting, metrics, and scorecards. • Provide leadership and guidance for the change requestors as well as oversight to ensure standard practices are followed. • Document, maintain, and communicate information specific Change Management initiatives up to and including processes, tools, templates, and standard operating procedures. • Oversee and ensure standard practices are followed by all process participants and that the process and tools are successfully deployed across Enterprise IT. • Participate in the final review and approval of all IT Planned Changes • Manage and lead the weekly Enterprise Change Advisory Board (CAB) meeting including meeting preparation, meeting facilitation, and documenting/distributing meeting outcomes. • Conduct and/or participate in Post Implementation Reviews. Ensure transition into Problem Management for failed changes.• Work directly with Service Delivery Managers.

Hyderabad, Telangana, India

• Involved in creating reports, workflows, and data imports for Incident, Problem, Service Request, and Change ServiceNow modules.• Created and Maintained foundation data - User Accounts, Approvers, Support Groups.• Create new service catalog requests and items with variables.• Developed UI Appearance for Service Catalog Requests.• Create, monitor, modify, and publish service catalog workflows with approvals.• Designing, configuring and customizing new applications and modules and assisting in troubleshooting Patch/ Release Management issues. • Build reports, gauges and home pages. • Create and use update sets to move customizations between systems.• Search, populate, and customize the knowledge base.• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs.• Configuration of Email Notification and Alerts to notify users about specific activities in the system • Used Web Services to interact from ServiceNow to External applications. • Performed Data migration of CI Attributes for CMDB using import sets. • Management, CMDB and Asset Management.• Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives. • Customized UI Appearance for Problem and Change Management Application, which is simple, intuitive and easy to use.• Setting up Change Management along with Advanced Risk Assessment Calculator (on a script include level).