Ashwin

Collaborated with clients to gather requirements and configure the ServiceNow platform. Oversaw platform architecture and governance in ITSM, HRSD, and CMDB. Developed integrations with additional systems, including Aria Plugin for VMware provisioning, Jenkins V2 Spoke, and Sail Point using Data Source and Transform Map. Analyzed Skipped Review files while implementing corrective actions, such as reverting to OOB and merging updates. Provided basic support and understanding of IRM/GRC modules. Customized the ServiceNow Service Portal for internal applications through widget modifications. Enhanced the HRSD module based on stakeholder process flow requirements, created new HR services, and defined their workflow. Modified and added widgets on the Employee Centre Portal. Improved custom applications with a focus on custom table development and managed the ESO Portal through widget customization and backend BSR table modifications. Enhanced knowledge management for ESO customers, preserving existing functionality while managing demand approval processes with Flow Designer. Maintained technical documentation related to Service Portal modifications in Confluence, analyzed team code for best practices, conducted upgrade reviews for ITSM modules, created reports and dashboards, and implemented enhancements including ITAM removal and data modifications for server tables and software certificates. Developed table APIs and custom REST messages for integrations.

Engaged in IT Operation Management tasks related to CMDB and Discovery. Supported the integration of SCCM with ServiceNow. Developed new HR services and delineated processes for the HR Case Module within the HRSD module. Executed cloning and upgrade activities, addressing testing and defect correction. Collected requirements and documented technical specifications.

Implemented, customized, and configured multiple Service Manager modules including Service Catalogue, Incident, Change, and Problem Management, along with ITSM implementations. Developed Business Rules to adapt the ServiceNow tool to specific needs. Modified Glide Script and Jelly Script to enhance functionality and created Client Scripts, UI Actions, and Script Includes as required. Secured data at table and field levels through Access Controls (ACL). Managed integrations involving email, SOAP, REST, and Web Services. Led a CMDB project that imported data from external third-party applications into ServiceNow. Implemented the Service Portal by defining portal pages, taxonomy, and the display of service tiles. Participated actively in HRSD module activities and supervised a team of three, tracking their progress via reports and communicating with management. Produced functional and technical documentation for various ServiceNow modules.