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Service Now Consultant /Business Analyst
[email protected]
,
London, United Kingdom
Experience
Other titles
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I'm offering
Company Name Designation (Role Performed) Duration Maersk , Maidenhead, UK Service Now Consultant October 2019 - Till Now Nokia, Reading, UK Service Now Consultant Jan 2019 - September 2019 Colt Technologies London Technical lead Aug 2016 - Nov 2018 Ericsson India global Services Senior Solution Integrator March 2012- July 2016 DELL International Services India Pvt. Ltd. Software Development Analyst June 2010 - Jan 2012 VeriSign Services Software Developer June 2009 - Dec 2009
Markets
United Kingdom
Language
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
? - ?
freelance
Service Now Consultant
Maersk.
Description
Back to baseline (Process optimization)
Moved Maersk ServiceNow tool to OOB version of ServiceNow (London) and worked with business process owners to cross verify that Current version of tool is fulfilling all business requirements
Identify business process gaps with OOB version and do the customizations on system to achieve business requirements
ServiceNow Chat dashboard Implementation - For Service Desk
Responsibilities
➢ Requirement analysis and feasibility analysis
➢ Provide high level design and solution for the business requirements and get it implemented on the system
➢ Facilitate Meetings with Business stakeholders to show case the design/solutions of requested requirements
➢ Designed solutions within Service Now environment to include modifications of applications, forms, workflow, interfaces and any other customizations required to support ITIL processes
➢ Designed and developed customized applications/modules in service now
➢ Lead and participate in work with clients to assess current state processes and tools, define Service Now requirements and develop and configure the Service Now platform
➢ Knowledge of Service Catalogs/Form Designs/UI Policies/ Data Policies/Business Rules
➢ Knowledge of client and server side scripts
➢ Worked with business to get ServiceNow Configurations data
➢ Design and implementation of Service Catalogs
➢ Integration of ServiceNow with other applications like SOAR (Security Orchestration, Automation and Response)
➢ Discovery and CMDB: Asset/CI's classifications/ Categorizations, Defined the relationship between assets and associated CIs.
Back to baseline (Process optimization)
Moved Maersk ServiceNow tool to OOB version of ServiceNow (London) and worked with business process owners to cross verify that Current version of tool is fulfilling all business requirements
Identify business process gaps with OOB version and do the customizations on system to achieve business requirements
ServiceNow Chat dashboard Implementation - For Service Desk
Responsibilities
➢ Requirement analysis and feasibility analysis
➢ Provide high level design and solution for the business requirements and get it implemented on the system
➢ Facilitate Meetings with Business stakeholders to show case the design/solutions of requested requirements
➢ Designed solutions within Service Now environment to include modifications of applications, forms, workflow, interfaces and any other customizations required to support ITIL processes
➢ Designed and developed customized applications/modules in service now
➢ Lead and participate in work with clients to assess current state processes and tools, define Service Now requirements and develop and configure the Service Now platform
➢ Knowledge of Service Catalogs/Form Designs/UI Policies/ Data Policies/Business Rules
➢ Knowledge of client and server side scripts
➢ Worked with business to get ServiceNow Configurations data
➢ Design and implementation of Service Catalogs
➢ Integration of ServiceNow with other applications like SOAR (Security Orchestration, Automation and Response)
➢ Discovery and CMDB: Asset/CI's classifications/ Categorizations, Defined the relationship between assets and associated CIs.
Design, ITIL, UI, Automation, Integration, Service, Security, Process optimization, It, Workflow, Implementation, Support, ServiceNow, Server, Processes
? - ?
freelance
Service Now Consultant
Nokia.
Description
This is ITSM tool based on Service now on which Nokia's customer raise any issues related to telecoms. Service Assurance systems (MyCom) is integrated with ServiceNow to create telecom related tickets.
ServiceNow - SOAR Integration - For Security Incident analysis
Responsibilities
➢ Discuss requirement with business/Product owner and design ServiceNow solutions
➢ Provide high level design and solution for the business requirements
➢ Leading the ServiceNow development team and Implement service Now solutions into the system
➢ Conducting weekly meetings with Development team and Client for status on deliverables and issues if any and reporting the same to client
➢ Facilitate Meetings with Business stakeholders to show case the design/solutions of requested requirements
➢ Coordinated & ensured UAT test cycles were carried out smoothly by coordinating with Business stakeholders & technical teams
➢ Worked on ServiceNow Splunk Integration
Colt Technologies, London
Project Name(s) ITSR Migration
This is ITSM tool based on Service now on which Nokia's customer raise any issues related to telecoms. Service Assurance systems (MyCom) is integrated with ServiceNow to create telecom related tickets.
ServiceNow - SOAR Integration - For Security Incident analysis
Responsibilities
➢ Discuss requirement with business/Product owner and design ServiceNow solutions
➢ Provide high level design and solution for the business requirements
➢ Leading the ServiceNow development team and Implement service Now solutions into the system
➢ Conducting weekly meetings with Development team and Client for status on deliverables and issues if any and reporting the same to client
➢ Facilitate Meetings with Business stakeholders to show case the design/solutions of requested requirements
➢ Coordinated & ensured UAT test cycles were carried out smoothly by coordinating with Business stakeholders & technical teams
➢ Worked on ServiceNow Splunk Integration
Colt Technologies, London
Project Name(s) ITSR Migration
Design, Product owner, Integration, Test, Service, Security, Telecom, Development, ServiceNow
? - ?
job
Technical lead
Colt Technologies.
Description
This project was migration of Colt's IT service management application from BMC Remedy to Service Now and I was working as Technical Business analyst for the project.
Responsibilities
➢ Working as Technical Business Analyst/ Consultant for the Project
➢ Demonstrate business requirements based on As Is process and To Be Process flow diagrams and identify gaps
➢ Capturing the requirements/ elicitation business requirements from Business stake holders
➢ Perform feasibility analysis of client requirement to viable options that meet business objectives for identification of Improvement and Optimization of Business Processes and taking it through design life cycle
➢ Do the Sprint planning with technical teams and attend daily scrum meetings
➢ Prepare high level design and Efforts estimate for the complex and big requirements
➢ Service Now Development and Implementation Jakarta/ London instances
➢ Worked on form design/ form layouts, business rules, data policies, UI policies
➢ Worked on Service Catalog and involved from design to implementation
➢ Worked on Asset/CI's classifications/ Categorizations, Defined the relationship between assets and associated CIs.
➢ Work with IT teams / Stakeholders until project go live
➢ IT Service Management (ITSM) customization and integration.
◦ Incident Management
◦ Problem Management
◦ Change Management
◦ Service Catalogs
Project Name(s) OHS (Order Handling system)/ CEOS/ITSM
This project was migration of Colt's IT service management application from BMC Remedy to Service Now and I was working as Technical Business analyst for the project.
Responsibilities
➢ Working as Technical Business Analyst/ Consultant for the Project
➢ Demonstrate business requirements based on As Is process and To Be Process flow diagrams and identify gaps
➢ Capturing the requirements/ elicitation business requirements from Business stake holders
➢ Perform feasibility analysis of client requirement to viable options that meet business objectives for identification of Improvement and Optimization of Business Processes and taking it through design life cycle
➢ Do the Sprint planning with technical teams and attend daily scrum meetings
➢ Prepare high level design and Efforts estimate for the complex and big requirements
➢ Service Now Development and Implementation Jakarta/ London instances
➢ Worked on form design/ form layouts, business rules, data policies, UI policies
➢ Worked on Service Catalog and involved from design to implementation
➢ Worked on Asset/CI's classifications/ Categorizations, Defined the relationship between assets and associated CIs.
➢ Work with IT teams / Stakeholders until project go live
➢ IT Service Management (ITSM) customization and integration.
◦ Incident Management
◦ Problem Management
◦ Change Management
◦ Service Catalogs
Project Name(s) OHS (Order Handling system)/ CEOS/ITSM
It, Go, Processes, Tech lead, Incident Management, Development, Remedy, Analyst, Implementation, Design, Service, Service Management, Integration, Management, UI, Scrum, Change management
? - ?
job
System analyst
OHS/CEOS/ITSM.
application in Colt
➢ Leading Development team and do the required customizations on the system to fulfill business requirements
➢ Introduced/Implemented new product life cycle into the system e.g. Voice/data products
➢ Demonstrate Product Portfolio of the company to sales team ,Provide all the required Product related details to business/IT team
➢ Data Modeling for OHS , Write Functional specification documents for OHS/CEOS/ITSM
➢ Integration of OHS with Order Management portal (Customer portal)
➢ Conduct workshops with key stakeholders to discuss their business requirements and showcase the system to them
➢ works very closely with IT Architect , Development teams and testing teams to clarify design and solutions
➢ Leads issue resolution, which requires inputs from multiple teams and then summarizes actions very well , as OHS is Key application and integrated with multiple application like billing (Kenan) , network applications etc
➢ Involved/Managing whole projects from require gathering till Delivery
➢ Handled multiple enhancements/developments projects for OHS
Ericsson India Global Services Pvt. Ltd
Project Name(s) ETM Next Gen
➢ Leading Development team and do the required customizations on the system to fulfill business requirements
➢ Introduced/Implemented new product life cycle into the system e.g. Voice/data products
➢ Demonstrate Product Portfolio of the company to sales team ,Provide all the required Product related details to business/IT team
➢ Data Modeling for OHS , Write Functional specification documents for OHS/CEOS/ITSM
➢ Integration of OHS with Order Management portal (Customer portal)
➢ Conduct workshops with key stakeholders to discuss their business requirements and showcase the system to them
➢ works very closely with IT Architect , Development teams and testing teams to clarify design and solutions
➢ Leads issue resolution, which requires inputs from multiple teams and then summarizes actions very well , as OHS is Key application and integrated with multiple application like billing (Kenan) , network applications etc
➢ Involved/Managing whole projects from require gathering till Delivery
➢ Handled multiple enhancements/developments projects for OHS
Ericsson India Global Services Pvt. Ltd
Project Name(s) ETM Next Gen
Design, Data Modeling, Management, Integration, Sales, Network, Workshops, It, Analyst, IT Architect, Testing, Development, Portal
? - ?
job
Senior Solution Integrator
Ericsson India Global Services Pvt. Ltd.
Description
ETM Next gen is based on Service Now and provide functionality to create telecom related tickets (Incident/Problem/Change). Implemented the tool based on customer requirements from the scratch.
Responsibilities
➢ Involved in workshops with client (Ericsson Business stake holders) to understand the business requirements
➢ Discuss business requirements/ requirement elicitation from various stakeholders across Business, analyze them and perform feasibility analysis
➢ Prepare solution design document and write low level design document
➢ Worked as Service Now Developer, Administration, Tester
➢ Implemented all basics OOB functionality
➢ Implemented /developed business requirements into the system
➢ Written Unit Test Cases
➢ Provided training to the customer
Project Name(s) Shaw Connect, Digicel Jamaica
Client Ericsson India Global Services Pvt. Ltd
Designation/Profile Senior Solution Integrator
Description
ETM Next gen is based on Service Now and provide functionality to create telecom related tickets (Incident/Problem/Change). Implemented the tool based on customer requirements from the scratch.
Responsibilities
➢ Involved in workshops with client (Ericsson Business stake holders) to understand the business requirements
➢ Discuss business requirements/ requirement elicitation from various stakeholders across Business, analyze them and perform feasibility analysis
➢ Prepare solution design document and write low level design document
➢ Worked as Service Now Developer, Administration, Tester
➢ Implemented all basics OOB functionality
➢ Implemented /developed business requirements into the system
➢ Written Unit Test Cases
➢ Provided training to the customer
Project Name(s) Shaw Connect, Digicel Jamaica
Client Ericsson India Global Services Pvt. Ltd
Designation/Profile Senior Solution Integrator
Description
Design, Administration, Training, Unit test, Test, Service, Workshops, Developer, Telecom
? - ?
job
Software Development Analyst
Dell International.
Description
This project was to implement the NMS (Network Management System) Solution for QNBN with specified customizations. So Implemented and Customized Incident, Change Request, Work Order, Maintenance Request Modules and Bulletin Board.
Responsibilities
➢ Understanding the existing system at granular level
➢ SRM Enhancement
➢ Incident Management related customizations
➢ Change Management related customizations
➢ Design and develop business requirements into the system
➢ Prepare Low Level Design document
➢ Writing unit test cases
This project was to implement the NMS (Network Management System) Solution for QNBN with specified customizations. So Implemented and Customized Incident, Change Request, Work Order, Maintenance Request Modules and Bulletin Board.
Responsibilities
➢ Understanding the existing system at granular level
➢ SRM Enhancement
➢ Incident Management related customizations
➢ Change Management related customizations
➢ Design and develop business requirements into the system
➢ Prepare Low Level Design document
➢ Writing unit test cases
Design, Change management, Writing, Software development, Management, Unit test, Test, Network, Analyst, Development, Incident Management, Software
My education
Institute/Board
N/a, N/a
N/a, N/a
?
-
2009
BITS Pilani
MSc, Engineering
MSc, Engineering
?
-
2006
Rajasthan University
Bachelors, Engineering
Bachelors, Engineering
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