Deep functional and technical knowledge of the ServiceNow platform as well as experience delivering large-scale ServiceNow implementations.

-          By implementing ServiceNow solutions to a large number of clients, belongs to different industries such as Manufacturing, Hotel, Energy, IT and Retail, I have gathered a lot of deep functional knowledge about how processes work in different companies.

-          In my role as a ServiceNow consultant for a 5-star hotel called Marina Bay Sands, Singapore, I have developed around 15 ServiceNow scoped applications which have digitalized the internal and external business transactions, flawlessly automated business process flows, highly reduced manual interventions, and added more value to their business by increasing overall productivity. While developing these scoped applications, I had to engage with different departments as well. This also helped me to acquire deep functional knowledge about how each department works and how multiple departments work together to run a business service to fulfill users demands.

-          In my role as a Senior ServiceNow developer for a large energy company called Husky, based in Canada, I along with another 2 developers have implemented Service Catalog. Doing this project has helped me to acquire very good knowledge on what types of demands the users usually have in energy companies.

-          As a ServiceNow developer, I have implemented Discovery and Software Asset Management applications for a large manufacturing client called Ahlstrom, Helsinki. Additionally, I was also

Involved in developing their Incident Management, Change Management, Problem Management, and Service Level Management Modules, Data Migration Enhancements.

Experience in developing business rules, UI actions, form sections, notification events, client scripts (JavaScript) including AngularJS (Web application framework) on Service Now platform

-    In my role as a ServiceNow consultant for a 5 star hotel called Marina Bay Sands, Singapore, I have developed around 15 ServiceNow scoped applications that write Client-Side Scripts, UI policies, UI Actions, Business Rules, Script Includes, UI Pages, UI Macros, Access Control lists, Background Scripts, Building Events, Notifications, Workflows, and Inbound email actions. Additionally, throughout the experience in different companies, I have written Client-Side Scripts many times and ensured that best practices are adopted every time I write them.

 Extensive experience in enterprise application software development including analysis, design, development, testing, implementation, documentation and support - a thorough understanding of the SDLC. 

-         In my role as a ServiceNow consultant for a 5-star hotel called Marina Bay Sands, Singapore, I have developed around 15 ServiceNow scoped applications which involves associating and discussing with each department to understand, to prioritize, and to document detailed functional requirements. After functional requirements are finalized and completely documented, we develop the application, demo it to the process owners. If the demo is successful and there are no more changes/requirements from the process owners, we test the application thoroughly during development and move it to test instance of UAT testing.  After successful UAT testing, we prepare user guides for application handover and plan for application deployment during the production. After an application is installed during production, we handover the user guide and any other administrative tasks to the process owners and monitor the application for a week. Additionally, roles in which I have worked for different companies, I have been involved in many phases such as analysis, design, development, testing, implementation, and documentation.

Strong knowledge of system design and development used within Service Oriented architecture and web services integration such as XML, API Technologies (REST/SPML/SOAP), HTML

-          In my role as a ServiceNow developer for a large manufacturing client called Ahlstrom, Helsinki, I have written custom probes and sensors in ServiceNow’s discovery application which requires writing scripts in ServiceNow to parse XML responses. I have also used HTML and CSS to design UI pages and UI macros throughout my work experience in different companies. Additionally, I have acquired good knowledge on REST and SOAP integrations while preparing for my certification exams.

Knowledge of information systems supports practices and ITIL across a wide range of enterprise information systems and related technologies.

-          I have started my career, by working as a BMC remedy administrator and later worked on as BMC remedy implementation specialist, ServiceNow administrator, ServiceNow developer, ServiceNow consultant, Senior ServiceNow technical consultant for different companies and my clients have helped me to acquire good knowledge around ITIL and ITSM methodologies. I have also cleared ITIL V3 foundation certification.

Experience in release management, environment management and configuration management

-             Throughout my work experience in different companies, I have performed release management activities such as preparing a change request which involves writing deployment plan, preparing deployment checklist, documenting backout plan, getting and attaching UAT sign-offs to the change request, presenting the change in CAB and it approved it by CAB, sending out communications ahead of deployment and after the deployment. I have also performed environment management activities such as cloning instances, performing version upgrades to address/correct bugs encountered in prior and current versions, to improve system optimization and utilization, to leverage new features to users, and embrace industry trends.

-          -    In my role as a ServiceNow developer for a large manufacturing client called Ahlstrom, Helsinki, I have implemented discovery and software asset management which helped me to acquire good knowledge on how CMDB and asset management operations.

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Experience in Agile & DEVOPS software development management, Continuous Integration and Quality Assurance practices.

-    In my current role as a Senior ServiceNow technical consultant, I have worked for a client called AusNet, where we have followed an agile software development methodology for developing enhancements and fixes. As a part of agile development methodology, we have performed activities such as creating enhancements, writing stories for each enhancement, assigning points to each story, planning sprints, conducting standups every day, and conducting sprint retrospectives. Refer to my experience and knowledge in quality assurance practices in some roles that I have worked for different clients, we have performed peer code reviews to ensure that best practices are followed and performed mock deployments in pre-production, get the deliverables tested by a separate QA team before we release them for UAT testing.

Excellent problem analysis, root cause diagnosis, and solving skills, with the ability to analyze production incidents and lead and work effectively as part of a team of experts to resolve multi-functional problems.

-    In my role as a BMC Remedy administrator and ServiceNow Administrator for an IT company, and also in other roles that I have worked for different large-scale clients and in different large-scale implementations, I have acquired good experience and excellent knowledge to analyze and debug production issues. Some of the troubleshooting steps that I perform to troubleshoot production issues are replicating the issue in sub production instances. If the issue is successfully replicated in any one of the sub production instances, I will go through the logs to identify what is causing the issue. If it is a configuration issue, I'll try to identify what piece of code is causing the issue if it's a data issue I'll try to understand why that data has been modified. While doing upgrade testing if we find any issue with Out of the box functions, we use the studio to perform a code search and find out where all that function has been used and make needful changes.

10. Proven an ability to communicate effectively across all levels of the organization, adapt to change, and high degrees of an initiative to meet service expectations, and handle multiple assignments to meet competing deadlines.

My role in the ServiceNow as a consultant, I have learned to communicate effectually across all levels of the organization. Being the consultant in the organization it was very important for me to carry put effective communication practices in the organization to manage the processes and deal with the change.  In my role as a ServiceNow consultant, I have to deal with multiple assignments to meet competing deadlines. I also come to know about the time management and multi-tasking to complete the deadlines of the assignments on time. In the ServiceNow consultant, I also have to acquire a high degree of initiative to meet service expectation.

11. Strong evidence of customer focus and relationship management is essential for this role as the incumbent is representing Infrastructure Services to the wider University and be organized, detail oriented and accurate, and be adept at working independently and as a team player.

            In my role as a ServiceNow technical consultant, I have to deal with different clients and manage an effective relationship with them. This role as the incumbent for Infrastructure Services to organize the complete working. Under this role, I have to deal with customers and manage the technical aspects of the business independently as a team leader. I had to engage with different departments as well. This also helped me to acquire deep functional knowledge about the working of each department. Additionally, while working in different companies I have gained good experience and knowledge about customer focus and relationship management. All of my Infrastructure Services as ServiceNow technical consultant helped me to obtain deep practical knowledge to manage my work in the company.