SHARATH KUMAR KRISHNAN

• Responsible for day to day management within the platform .
• Enhancements and Development in Incident Management, Change Management, Knowledge Management, Service Level Management, SIR, HRSD, GRC - IRM, Project Portfolio Management and Service Catalog Management .
• Part of HRSD implementation (creating multiple HR services, HR templates, Automate creation of HR response templates, COE security configurations, HR Assignment Rules, Inbound Email Actions, Clean up HR profiles for inactive users).
• Implementation of Integrated Risk Management - Governance, Risk, and Compliance (GRC).
• Implementation of Security Incident Response to Teams integration using Flow designer.
• Implementation of Idea and Demand management within ServiceNow.
• Implementation of automated License clean up activity and License optimization.
• Handled ServiceNow upgrades by scheduling Changes, Cloning lower environments, reviewing skipped records.
• Implementation of ServiceNow to Sharepoint integration using workflow and flow designer.
• Implementation of Health Scan scoped application in lower environment and increased the health scan score from 79 to 88.
• Migrations of surveys from Happy Signals to ServiceNow surveys.
• Implementation of NPS for IT using Dynamic content and Scripted REST API using Survey Designer.
• Implementation of NPS for HRSD using Performance analytics.
• Experience Developing ServiceNow applications from Business requirements and Technical design documents.
• Core competency areas include IT Service Management using ServiceNow Tool.
• Expertise on creation of workflows for Service Catalog items in ServiceNow.
• Functional knowledge and implementation experience of ITSM frameworks.
• Managed intake and requirements gathering for corporate wide ServiceNow instance.
• Understanding of IT service management (ITSM) and the ITIL business process.
• Maintain Service level agreement (SLA) and monitor an SLA Workflow.
• Built ServiceNow forms from scratch along with advance customizations at the level of UI Macros/UI pages as per the complex requirements.
• Created countless Business Rules using the GlideRecord operations
• Created Catalog client scripts and UI policies to make client side changes.
• Created the UI pages to use them in Catalog items, Implemented using UI scripts.
• Modifying workspaces as per the requirements.
• Implementation of customization by modifying Script Includes, UI Actions, Business Rules, UI Policies, Scheduled jobs, Mail Scripts, Workflows, Fix script, Database views, Client scripts, Catalog client script, Inbound actions, Flow designer, Scripted REST APIs, Transform Scripts, UI pages, Dynamic content, Import sets, Data sources, Reports, Dashboards, Reports, etc.

• Responsibilities: Involved in analysis of end user requirements and Business rules based on given documentation and worked closely with tech leads and Business analysts in understanding the current ServiceNow system.
• Designed and implemented new functionality using UI Policies and Data Policy.
• Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs.
• Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Worked on creating users, roles, groups and load the data to service-now objects using import sets on daily, weekly, monthly and on request basis.
• Responsible for creating homepages including basic reporting, gauge configuration and dash board presentation.
• Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.
• Generating weekly reports and metrics for IT management.
• Configured metrics for indicating KPI of the Industry in different measure.
• Created many standard workflows which are being re-used and propagated.
• Documented business processes, functional requirements Conduct information flow analysis, process modeling within and across multiple business streams.
• Maintained the integrity of the service-now tool across production and non-production environments.
• Provided training on service-now process, operations and capability to all required teams.
• Involved in production support for all the ServiceNow related issues.
• Deploying update sets from non-production to production instances.
• Developed scheduled Jobs to Create Requests automatically, based on the data in the ServiceNow.
• Involved in unit testing to ensure proper functionality of the program.
• Maintain service levels management and monitor SLA workflows.
• Creation of service accounts for Rest APIs.
• Coordinating with BAU on business requirements.
• Handled ServiceNow upgrades by fixing upgrade related bugs in lower environment.
• Performed pre and post clone activities in lower environments(which includes SSO configurations).
• Experience in requirements gathering, analysis, solution design, development, implementation, setup, testing, customization, maintenance and support and data migration.

Client –One of the leading video game manufacture company in Japan IT Service Management (used Application inheritance method)

• Customizing incident, problem, knowledge and change management modules.
• Created and modified reports.
• Customized Data policy and UI policy based on requirements.
• UI Customization - forms and Fields.
• Created complex workflows for Service Catalogs.
• Created Inbound email actions as per the requirement.
• Configuring customized email notifications.
• Developed and modified catalog items.
• Created custom UI and UI actions based on requirements.
• Deploying update sets from non-production to production instances.
• Created Business rules, script include, client scripts, catalog client scripts and other scripts as per the requirement.
• Enabling required plugins in ServiceNow development environment.
• Customizing incident, problem and change management modules.
• Created SLAs for incident management.
• Followed Agile methodology.

Client – One of the leading Global Financial Company of USA

• Working with client and functional requirements within Service Now.
• Implementation of Service-Now customization including, but not limited to, Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, and data imports and exports.
• Assist in the definition of business requirements and provide definitions and updates of system design documentation.
• ServiceNow application development; including creation and configuration of Service Catalogs, Email Notifications, Data imports and exports and Reports.
• Experienced in the analysis, development and automation of various ITSM processes including Incident Management, Change Management, Service Request.
• Created Buttons and context menus both on form and lists using UI actions Designed many email templates by using HTML and used them in notifications Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Created data sources and loaded the Service-Now tables with different data formats Created transform maps both automatic field mapping and scripting Also worked on Asset Management and loaded the data into it.