Rupinder Kaur Email & Phone Number

Burbank, Ca, Us

● Experience on SPM/ITBM module and configure the end-to-end functionality as per business requirements.● Configure the rate cards and calculate the actuals based on Project Portfolio and Demand Level.● Designed and implemented custom workflows and automations within ServiceNow SecOps to streamline security operations processes.● Worked in GRC with methodologies, activities, tools, and enablers in a highly regulated industry.● Migrated all the Jira stories to ServiceNow. Worked on JIRA connector with ServiceNow integration● Integrated JIRA Align and Confluence to populate Story, Epic, Themes, Iterations, Agile data to Agile Management modules ● Configure end to end SPM modules including, PPM, Demand Management & Resource Management● Worked on configuring, customizing and enhancing Project Portfolio Management (PPM) modules and integrated UI with ServiceNow.● Configure the rate cards and calculate the actuals based on Project Portfolio and Demand Level.● Customized Demand Management forms with client required Form Fields, Assessment, Process Flows, Notifications.● Streamlined ServiceNow demand management process and managed release lifecycle. Prepared documentation for requirements, design, installation and unit testing related to ITSM and SPM modules● Implemented Timesheet and Resource management, embedded Cost Management, Project Management and Demand Management data and build custom reports to add to Project Portfolio 360 dashboard ● Configure Rate Model and import related Rate line and calculate Expense Lines/Actuals based on the timesheet entered against the Rate lines.● Provided analysis on how Gen AI can be implemented into SPM and other ITSM modules. Prepared documentation as part of Gen AI functionality and new features.● Implemented ServiceNow Customer Service Management (CSM) module, enhancing customer support capabilities by centralizing customer interactions, cases, and requests for improved service delivery.

● Experience on GRC/IRM tool and technology implementation, risk assessments, risk metrics and dash-boarding.● Created and maintained SecOps documentation, including security policies, procedures, and guidelines.● Worked with Risk register risk assessments in IRM.● Worked on SCCM integration, where we were getting the computer and servers data from SCCM into ServiceNow.● Used scripting languages, such as JavaScript and Python, for automating SecOps processes.● Customized UI Policies and UI Actions for dynamic user interfaces, field visibility control, and triggering custom actions based on user interactions.● Built Vendor Risk Management (VRM) form and flows to monitor the critical vendors in order to evaluate, mitigate, remediate and assess the risks. ● Designed and implemented custom workflows and automations within ServiceNow SecOps to streamline security operations processes.● Automated Hardware Asset Management (HAM) data on dedicated ServiceNow instances to include Financial and Contractual (support vendor) related information. ● Worked in GRC with methodologies, activities, tools, and enablers in a highly regulated industry.● Integrated the SecOps with AWS so that the security incident will get created in SNOW based on AWS alerts.● Worked on SCCM integration, where we were getting the computer and servers data from SCCM into ServiceNow.● Worked for clients to implement HRSD and for enhancements apart from out of the box functionality.

New York, New York, Us

● Integrated JIRA Align and Confluence to populate Story, Epic, Themes, Iterations, Agile data to Agile Management modules● Did the integration of the ServiceNow to Jira. Experience in changing the process as per the client’s requirements● Customized Demand Management forms with client required Form Fields, Assessment, Process Flows, Notifications.● Implemented Timesheet and Resource management, embedded Cost Management, Project Management and Demand Management data and build custom reports to add to Project Portfolio 360 dashboard● Handled employee related data by implementing external integrations with HRSD.● Worked on Information Portfolio to capture the file locations along with File formats for Information Portfolio under Application Portfolio Management (APM).● Enabled import and export of issues and import issues in bulk from JIRA projects to Agile Development● Worked for clients to implement HRSD and for enhancements apart from out of the box functionality.● Built APM 360 dashboard and Application Analytics Dashboard to show Information related to Application Services and Business Services● Associated JIRA projects with assignment groups in Agile Development. Imported sprints from JIRA to Agile Development. Enabled a scheduled job to periodically import projects and issues from JIRA.● Added virtual agent with HRSD and made changes to topics as per client requirements● Integration of the ServiceNow with Qualys to scan for the vulnerabilities in the environment and create the security incidents.

Gb

● Provided user training, guidance and instructions for information retrieval from Oracle databases● Enabled Event Management functionality in Service Now and created a greater number of Event Rules and Alert Rule for converting automation in generating tickets.● Configured Seven MID Servers (Two are for integration, Event Management & Orchestration, one for LDAP integration, Four for Discovery & Service Mapping) for in different location including DMZ Zone.● Responsible for the implementation of ServiceNow ITSM and ITOM suite, Discovery, CMDB, Event Management, Service Watch/Service Mapping.● Worked on Orchestration to automate the top and frequently used service requests.● Configured and maintained ITOM with ServiceFirst Configuration, Item Discovery, Service Mapping, Discovery, and the ServiceFirst Configuration Management Database.● Provided process governance and oversight of ServiceNow Demand Management.● Streamlined ServiceNow demand management process and managed release lifecycle.

Toronto, On, Ca

● Deliver consulting services to install, configure and integrate software products from ServiceNow with a focus on ITBM module (PPM, Release Management, Demand Management, Financial Management, Resource Management, and SAM).● Worked on stories based on notifications and the rectification of process of Training Request Form● Conducted regular audits and reconciliations using SAM Pro. Implemented effective processes for identifying and addressing any license discrepancies, minimizing legal and financial risks.● Customized PPM solutions for ERP and CRM systems. Involved in PPM Demand & Idea enhancements and integrated with various modules.● PPM implementation for ERP and CRM systems by integrating with Change module. Designed new workflows based on client’s requirement for different PPM’s.● Implemented HP PPM to standardize, manage, and capture the execution of project and operational activities.● Designed a comprehensive hardware asset data model and established relationships between assets, configurations, and incidents enabling streamlined HAM practices.● Imported CMDB data for Business Applications, Business capabilities, Application Services and built CI relationships for APM project.● Involved in creating and configuring the SLAs as per the requirement.● Implemented the SecOps security incident catalog for the end users to report any security breach they are facing.● Creation and modification of the SecOps workflows.● Developed automated workflows and processes within SAM Pro to identify and deploy software updates, monitoring their impact on the client's network and devices.● Worked on Application Landscape, Application 360 and Application Assessment dashboards for Application Portfolio Management (APM).● Worked on ITOM by End-to-End implementation of CMDB module using Discovery tool in ServiceNow.● Implementation and designing of ServiceNow applications including modification to existing ITSM, CSM, FSM and various other modules.

• Configured and maintained ITOM with ServiceFirst Configuration, Item Discovery, Service Mapping, Discovery, and the ServiceFirst Configuration Management Database.• Provided process governance and oversight of ServiceNow Demand Management.• Streamlined ServiceNow demand management process and managed release lifecycle.• Assisted the team in identifying and managing CI classes, CI attributes and relations within CMDB.• Prepared documentation for requirements, design, installation and unit testing and system integration of ServiceNow.• Developed automated mappings to schedule the load of flat files on daily, weekly, and monthly basis.• Performed Data loading of CI Attributes for CMDB using Transform Scripts and Import Sets• Installed MID Servers on remote desktop and conducted tests required for Discovery.• Worked on ITOM like Discovery and set up mid servers and check for the connectivity and became an expert in troubleshooting Discovery tool.• Worked with Windows team, network team and Asset team in order to check for the data collected through ITOM like Discovery is accurate.• Participated in all technical aspects of ServiceNow and solution delivery utilizing SCRUM.• Proven track record in architecting ServiceNow solutions and designing web-based solutions as well.

Chicago, Il, Us

• Worked on ServiceNow Modules Configuring Incident, Problem, Change, and Configuration Management.• Created various workflows for Incident Management, Change Management, Service Requests and SLA's. Set up the SLA for the various ITIL processes as per the requirement. Involved in redesigning the workflows using ServiceNow workflow editor.• Implementation of Custom Applications, Modules, Tables, and Views as per client's requirement.• Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects.• Worked on the internal portal for accessing all the business services by using ServiceNow Content Management Application. • Loaded Configuration Items (CIs) from Excel files into Service Now using import sets and Transform Maps.• Strong analytical and problem solving skills to identify, analyze, and mitigate GRC related risks in existing processes, policies, and procedures• Hands on experience designing, and configuring GRC software like the RSA Archer, MetricStream, etc.

Atlanta, Georgia, Us

• Worked with client and functional requirements within Service-Now.• Provided analysis, design and development of Service-Now trouble ticketing and incident management systems to support the company's technical operations.• Data sources to migrate the data from excel sheets to Service-Now through transform maps.• Creation of different Parent Categories, Categories, Sub categories, Catalog Items, Variables, Variable sets, and all other necessary things required for implementation.• Created Table, fields and Links, User Rights, Functional Rights, Roles and Profiles. • Created workflows, wizards and scripts, Software Counters. • Generated reports using crystal reports. • Installed Business Objects Application Server. • Reported Migration from Test server to Production Server.• Installed Connect IT Application Server. • Uploaded Assets. • Created and Managed Portfolio items and workflows.

Sacramento, California, Us

• Implemented, documented, and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.• Created reports, Workflows, data imports for Incident, Problem, Service Request, and Change ServiceNow modules.• Designed Workflows, along with standard Workflow templates which can be reused.• Migrate the update sets to Production and handle Release Management activities.• Created new Business Rules/Script Includes/Client catalog script/Client Script.• Configured chat functionality for Service Desk ticketing queue.

● Implemented, documented, and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.● Created reports, Workflows, data imports for Incident, Problem, Service Request, and Change ServiceNow modules.● Designed Workflows, along with standard Workflow templates which can be reused.● Migrate the update sets to Production and handle Release Management activities.● Created new Business Rules/Script Includes/Client catalog script/Client Script.● Expert in JavaScript and prototype scripting used in Service-Now● Expert in Designing, Developing, Maintaining, and Optimizing the Universes using Designer module Configuration, Web Services, Catalog client Scripting, SOAP, Developing complex workflows.● Configured chat functionality for Service Desk ticketing queue.● Written script includes and invokes them in business rules and client scripts.

Master Of Business Administration - Mba, Accounting And Finance

Bachelor'S Degree, Accountancy