ServiceNow: Over 17 years of ITSM experience on various tools is the foundation which enhanced my ITSM module experience on ServiceNow. Along with ITSM, I've been working on ITAM, ITOM and Service Mapping as well. I've been a functional consultant on a ServiceNow project where I was gathering requirements using interviews, workshops, observing the existing Service Portal and brainstorming. • Planning: Analysing the current state, define the future state with change strategy and Gap analysis to eliminate the scope creep. Project plan, cut-over plan document, Identifying stakeholders, validation & quality document, Milestone diagrams, making technical requirements in the form of stories with the gathered business requirements, defining user roles, plan the integrations, planning project timeline with business go-live and technical go-live, budget, risk management, data migration, ServiceNow instance setup. • Design: creating functional and technical design, Creating LLD, HLD documents with swim lane diagram using draw.io, lucid and Visio. Design process workflows, system architecture, user roles, identify customization, designing a big smart custom table, and data model. • Development: Develop CSM, develop integration, Platform core, making catalog items, CSDM, and following ServiceNow best practices on this • Testing: functional testing, system testing, integration testing, defects, bug fixes, UAT and deployments • Deployment: Deploy to PROD, migrate configuration, customization and data with manual update sets and cloning back to lower instances. Post deployment tasks & validations, backup & recovery. • Training & closure: Training users, admins. Document the lesson learned, project reviews, release the resources, making project report. Soft skills: • Compassionate and clear verbal/written communication with precise listening skills, negotiage in positive manner • Analytical and methodical approach to problem solving • A 'can do' and pragmatic attitude, willingness to accept challenges Tools/Technologies I'm good with: ServiceNow Administration IT Software Asset Manager Agile Project Manager Jira Service Desk, Jira Confluence, Jira Software Lansweeper 8.0 HP Service Manager 9.x Administration HP Service Center HP uCMDB 9.x Administration HP Operations Orchestration HP Server Automation HP BAC and HP BSM HP BAC to HP BSM migration HP LoadRunner - VuGen scripts Wrike project management tool xMatters 4.1 / 5.5 ServiceNxt (QlikView) Admin Basic unix commands BMC Control-M ITSM / ITIL Incident Management Change Management Problem Management