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Sushant – 10+ Years – ServiceNow Developer with CMDB



Career Objective

Software Developer and an MBA from IIFT, Delhi (International Business) with more than 10 years of experience in
product design, development, and implementation in the IT industry, involved in providing ITIL and IT Service
Management Solutions in IT Infrastructure with expertise in the ITSM suite (ServiceNow). Experienced in all phases
SDLC, program management and quality processes. Global marketing experience includes strategic and business
planning, customer requirements research and market analysis. Customer focused, with strong written and verbal
communication skills including technical writing and documentation for product development, design and marketing
collateral.

Role: ITSM TOOL DEVELOPER .IT IS.

Current Responsibilities
Customizing Catalog items, Reports. Knowledge Base, Service Level Management (SLM),
Developing and Maintaining Incident, Problem, Change management implementation, Requests, RITM Tasks, Record
producers, Order guides, Client script, UI policy, Business rule, UI Actions, Access Control Lists, UI Macros, UI pages, List
collector, Approvals, Assignments, Notifications, Email template, Groups Dictionary, Administration, Development
and implementation of Applications in Servicenow along with Maintaining workflows, SLA, OLA as per the ITIL
Standards. ITSM development (Incident, Problem, Change, Service Request, 3rd party Integration (Web services,
inbound email actions) Discovery (MID Server setup/maintenance, network, Discovery,
optimization/troubleshooting) Service Catalog (Building/maintaining workflows and various types of catalog items) for
Qiagen.
Skills
Tools Used
ServiceNow, Red-box, Footprints, Excel, Power point, Atom, Meteor
Management Experience
Leading a team of five from offshore.
Mentoring and Leading a team of three in Germany Onsite.

Achievements & Awards
Award Name Award Date Award Category Award SubCategory
Service &
Commitment
Award
12-Dec-2015 Service Awards Service Award
On The Spot
Award
30-Aug-2013 Awards for Excellence On The Spot Awards
Best Team Award
to ServiceNow
Team
03-March-2015 Service Awards Service Award
Innovation Award 20-June-2017 Ideathon Award Best Idea Selected and Implemented





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Education & Learning
Qualification Subject
Master of Business Administration International Business
Bachelor Of Technology Electronics & Communication
Central Board of Secondary Education Maths, Physics & Computer Science


Certification
Certification Name Acquired On Version
Process : ITIL 2011Foundation_Foundation 31-Dec-2015 1.0
Cisco Certified Network Associate (CCNA) Certification 16-Aug-2012 2
ServiceNow Certified System Administrator 24-07-2020 1.0

Experience Summary


 Calgary, Dublin, Eureka, Fuji, Geneva, Helsinki, Istanbul). Integration- Web Services.

o Solid working experience on different modules of Service Now.
o Good knowledge and understanding of ITIL process.
 Knowledge of multiple technologies and frameworks.
 Enhanced personal skills by continually taking web-based training and off-site courses.
 Tremendous problem solving and troubleshooting skills, leadership qualities, strong analytical,
organizational, multitasking, execution skills and presentation skills with ability to co-ordinate activities and
interact with end users in a fast paced team environment and ensure delivery within time frame.
 Magnificent verbal and written Communication, Strong experience interacting with clients, end-users,
requirement gathering, understanding requirements, analysing solutions. Ability to work in tight schedules,
mentor and team player with strong aptitude towards interpersonal communication with ability to work in
team and independently
Current Employer : Nine Hertz
29
th
March 2022 - Present
Service Now Architect : Solution Architect
Current Project : BCG Internal

Experience Highlights
 Consultation, Implementation, design and development.
 A Service Now Technology Analyst with experience on implementing end-to-end Service Catalog, Incident
Management, Knowledge Management, Configuration & Asset Management, Change Management and
Release Management with extensive knowledge on Content Management System.
 Gathering requirements and converting BRD’s into technical requirements. Created design patterns