Summary
Overview
Work History
Education
Skills
Certifications
Timeline
Generic

Gopikrishnan M G

Ottawa,ON

Summary

ServiceNow Technical Consultant/Developer with over 10 years of experience in implementing and optimizing the ServiceNow platform to enhance IT service delivery and streamline business processes. Skilled in configuring and customizing ITSM solutions, developing custom applications, and integrating ServiceNow with enterprise systems. Adept at collaborating with stakeholders to gather requirements and deliver tailored solutions that meet organizational needs. Strong expertise in ServiceNow best practices, scripting, workflows, and performance analytics, with a focus on improving operational efficiency and ensuring seamless platform performance.

Overview

9
9
years of professional experience

Work History

ServiceNow Technical Consultant

Carrier
08.2022 - Current
  • Created comprehensive documentation detailing technical specifications, system configurations, procedures, and user guides for reference purposes both internally and externally for clients.
  • Enhanced system performance by identifying and resolving technical issues through troubleshooting and root cause analysis.
  • Facilitated knowledge transfer among team members by leading training sessions on new features, or industry best practices relevant to the role of Technical Consultant.
  • Gained hands-on experience in HR Service Delivery (HRSD) for a 3-month period, implementing and optimizing HR-related workflows and services to enhance employee experience and streamline HR processes.
  • Monitored and maintained platform health, ensuring optimal performance and addressing any issues proactively.
  • Currently serving as the Integrations Lead, overseeing the design and implementation of various integration types in ServiceNow, including REST and SOAP Web Services, MID Server integrations, database integrations, and email/file-based integrations for seamless data exchange and process automation.

ServiceNow Consultant/Developer

Select Portfolio Servicing
01.2020 - 07.2022
  • Held a sole position as ServiceNow Consultant/Developer, responsible for the entire ServiceNow platform for a client.
  • Conducted regular system cloning and monitored system health to ensure optimal platform performance and availability.
  • Implemented version upgrades as required, ensuring the platform remained up-to-date and compliant with best practices.
  • Led the end-to-end process for building numerous catalog items, from requirements gathering and design to development, testing, and production deployment, significantly enhancing service delivery.
  • Designed and developed comprehensive onboarding and offboarding processes, improving HR operations and employee experience.
  • Configured MID Servers to facilitate seamless integration with external systems and improve data flow.

ServiceNow Consultant/Developer

Eversource
10.2018 - 12.2019
  • Communicated with end users and completed end-to-end requirements gathering to ensure accurate solution development.
  • Implemented SLAs, Access Control Lists (ACLs), Catalog Client Scripts, and Catalog UI Policies as per client requirements.
  • Used Glide Record to retrieve and update data based on various business conditions.
  • Designed and developed Workflows, Reports, Dashboards, and Surveys to improve service management and reporting capabilities.
  • Created Workflows and Execution Plans for catalog items in ServiceNow, ensuring efficient process automation.
  • Configured SSO Integration and customized the login process using SAML 2.0 for secure access to the platform.
  • Developed custom UI Pages to enhance the visual appearance of catalog items in ServiceNow.
  • Configured Email Notifications and Alerts to notify users of updates to change and problem requests.
  • Applied Access Control Rules to secure the platform and provide appropriate access to users based on roles.
  • Performed data migration of CI Attributes for the CMDB using Import Sets to ensure data accuracy.
  • Worked extensively on external integrations using Web Services and MID Server to streamline data flow between systems.
  • Loaded data from external files using Import Sets, writing Data Sources and Transform Maps to ensure data integrity and avoid duplicates.

ServiceNow Senior Developer

Allison Transmission
06.2018 - 09.2018
  • Led a Service Portal enhancement project, introducing improvements to enhance functionality and user experience.
  • Oversaw ITSM modules including Incident, Change, and Problem Management, ensuring streamlined operations.
  • Conducted requirements gathering sessions with stakeholders to understand client needs and business goals.
  • Proposed tailored solutions to clients, aligning platform capabilities with organizational objectives.

ServiceNow Senior Developer

NIDEC
02.2018 - 05.2018
  • Took sole responsibility for developing and delivering the Service Portal tailored to client specifications.
  • Customized the out-of-the-box (OOTB) ServiceNow portal, adapting it to meet unique client requirements.
  • Built custom widgets from scratch, adding functionality and improving the user experience on the portal.
  • Enhanced the Service Catalog, streamlining processes and improving service delivery for end-users.
  • Provided CMDB (Configuration Management Database) support, ensuring accurate asset and configuration data for effective service management.

ServiceNow Developer/Support

PNMR
02.2017 - 01.2018
  • Managed operations, focusing on handling incidents and service requests, ensuring timely resolution and service continuity.
  • Followed a comprehensive Change Management process to implement changes with minimal disruption to the business.
  • Performed enhancements to existing catalog items and workflows, improving functionality and user satisfaction.
  • Conducted regular platform health checks to ensure optimal system performance and stability, addressing issues proactively.
  • Supported associated operational activities to maintain platform reliability and efficiency.

ServiceNow Admin/Developer

Ucas
01.2016 - 01.2017
  • Worked as a ServiceNow Administrator in a native instance, managing platform operations and configurations.
  • Defined and updated schedules and Service Level Agreements (SLAs) based on client requirements, ensuring compliance with business objectives.
  • Created and customized catalog items to meet specific client needs, enhancing the user experience.
  • Managed daily operations by handling incidents, service requests, and change requests to ensure smooth IT service management.
  • Maintained the Employee Self-Service (ESS) portal, delivering user-friendly interfaces and functionalities.
  • Created, scheduled, and optimized reports and dashboards for the service desk team and tailored them to client-specific demands.
  • Provided support for ServiceNow version upgrades, ensuring smooth transitions and minimal downtime.
  • Assisted in the migration from ESS portal to Service Portal, contributing to enhanced user experiences and platform capabilities.

ServiceNow Administrator

Fidelity Investments
05.2015 - 12.2015
  • Working with Process owners and Business stakeholders to translate business requirements into functional requirements within ServiceNow.
  • Responsible for ServiceNow tool administration module and creation of new Users, Groups, Roles, IT Services, Application, Business Services.
  • Assist in importing of configuration, user and Asset Data.
  • Migrated Legacy data into ServiceNow using Import Sets and Transform maps.

Education

Bachelor of Technology - Electrical & Electronics Engineering

Mar Baselios College of Engineering And Technology
Trivandrum, India
04-2014

Skills

  • ServiceNow Expertise: Over 10 years of experience in ServiceNow, specializing in IT Service Management (ITSM), platform configuration, customization, and workflow automation
  • Scripting & Development: Proficient in scripting languages such as JavaScript, HTML, CSS, and AngularJS for building custom applications, UI designs, and dynamic workflows
  • ServiceNow Integrations: Extensive experience in integrating ServiceNow with other enterprise systems for seamless data exchange and process automation
  • Methodologies: Experienced in both Agile and Waterfall development methodologies, working effectively in iterative and structured project environments
  • Platform Optimization: Skilled in performance analytics, system upgrades, troubleshooting, and ensuring optimal platform performance
  • Problem Solving & Collaboration: Strong ability to collaborate with stakeholders, identify business requirements, and deliver scalable solutions to meet organizational goals
  • Technical Tools: Knowledge of various ServiceNow modules, including Incident, Problem, Change, CMDB, and Asset Management

Certifications

  • ServiceNow Certified System Administrator (External)
  • ServiceNow Implementation Specialist - IT Service Management (External)
  • ServiceNow Implementation Specialist - HR Service Delivery (External)
  • ServiceNow Implementation Specialist - Vulnerability Response (External)
  • ITIL Foundation Certification (External)

Timeline

ServiceNow Technical Consultant

Carrier
08.2022 - Current

ServiceNow Consultant/Developer

Select Portfolio Servicing
01.2020 - 07.2022

ServiceNow Consultant/Developer

Eversource
10.2018 - 12.2019

ServiceNow Senior Developer

Allison Transmission
06.2018 - 09.2018

ServiceNow Senior Developer

NIDEC
02.2018 - 05.2018

ServiceNow Developer/Support

PNMR
02.2017 - 01.2018

ServiceNow Admin/Developer

Ucas
01.2016 - 01.2017

ServiceNow Administrator

Fidelity Investments
05.2015 - 12.2015

Bachelor of Technology - Electrical & Electronics Engineering

Mar Baselios College of Engineering And Technology

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Gopikrishnan M G