Binie S
Summary
As a Senior ITSM Engineer I've specialized in implementing various modules and suites, including Service Catalog, Incident Management, Configuration & Asset Management, Change Management, Problem Management and Release Management. My experience spans the entire life cycle of ITSM, ITOM, and CMDB Suites, along with hands-on work in Service Portal, Reporting and Analytics, CMDB, and Discovery. I've led projects and collaborated directly with clients to deliver IT Service Management frameworks successfully. I'm adept at integrating ITSM Tools with third-party tools using SOAP and REST APIs. I'm committed to customer success, offering support, training, and product improvement feedback. My certifications and hands-on experience validate my proficiency in different tools suite development and ITSM & ITIL processes.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior ITSM Consultant
Confidential Client
12.2022 - Current
- Experience in designing solutions for overall ITSM tools integration framework which includes more than 7 eBondings.
- Orchestrated the development and maintenance of 100+ comprehensive service catalogs for IST Service Center within ITSM tool, serving around 409479 employees (Staff + Student + IST) across multiple departments
- Handling approximately 6600 Incidents and Average 31500 service requests per month using ITIL best practices and aligning with ITSM system processes.
- Enhanced user satisfaction by 30% through the implementation of a user-friendly interface and intuitive navigation in the service catalog, resulting in a decrease in service request resolution time by 25%
- Collaborated with 10+ departmental stakeholders to identify and document unique service requirements, resulting in the inclusion of 115+ tailored catalog items that directly addressed specific departmental needs
- Increased catalog item accuracy and relevance by 40% through the implementation of a quarterly review process, resulting in a 20% reduction in service request errors and rework.
- Conducted 15+ training sessions for end-users, resulting in a 50% increase in self-service
- Experience in consulting developers team on utilizing optimal solutions with minimal deviation from out-of-the-box ITSM modules
- Involved in gathering the requirements from the Business Team and creation of technical, functional specification documents
- Implementation of different modules as per client's requirement and process - Incident Management, Problem Management, Change Management, Asset Management and Service Catalogs.
Senior ITSM/CMDB Developer
Intact
09.2020 - 06.2022
- Automated Fraud detection ticket prioritization using custom workflows, reducing response time for high risk alerts by 60% (from 4hrs to 1.5hrs) and preventing $1M+ in annual losses.
- Streamlined branch access requests via group based service catalog templates, cutting approval time from 3 days to 2 hours and reducing unauthorized access incidents by 50%.
- Designed a "Transaction Reversal" catalog item with automated approval workflows, reducing manual escalations by 50% and resolving disputes with 2 hours, which used to be 1 day.
- Implemented change management workflows with pre-approved maintenance windows, decreasing failed system updates by 40%.
- Built SLAs driven escalation paths for transaction failures, resolving 90% of the issues within 2 hours and reducing customer complaints by 35%.
- Created custom KB's from draft to publish state with the collaboration of stakeholders that helped business in reducing the count of tickets.
ITSM Developer
Goeasy
01.2019 - 08.2020
- Lead Role in Technical implementation of various modules such as Incident Management, Problem Management, Change Management, Knowledge Management and Service Catalog.
- Developed and Configured Business rules, Form fields, SLA's and Workflows.
- Similarly configured standard forms for any emergency requirement for any outage for the facility department.
- Digitized Lease Agreement Amendments with pre-approval legal clauses, reducing errors by 40% and processing time by 3 days.
- Reduced false positives by 25% with automated ticket tagging and evidence linking.
- For underwriting teams, reduced rework by 35% through standardized checklists and stakeholder notifications.
- Created 50+ KBs on red-flag identification, reducing repeat queries by 45%
- 40% decrease in ticket volume across departments (eg., "How to process collateral release" queries resolved via KB).
ITSM Analyst
T - Mobile
02.2018 - 12.2018
- Worked on implementation of Incident, Problem and change management
- Configured Business rules, UI policies, Client Scripts, Catalog Client scripts, fix script and Scheduled Jobs as per the need to implement the recent problem management for the client
- Involved in creating and configuring the SLAs as per the requirement
- Used angular directive like ng-repeat, ng-click etc, as per the requirement, configured the custom widget from scratch
- Configured and called rest message in the server-side script of the widget editor
- And established the integration from the widget server-side script
- Used the emit broadcast function and communicated with multiple widgets and passed the parameters
- Defining Service Level Agreements SLAs, notifications, and reports
- Created the variables and variable set for reusing in catalog items
- Created Catalog client script and catalog UI policy
- Created and attached workflow to the catalog from the scratch
- Used complex approval for the maintain items
ServiceNow Admin
Ripton Solution
09.2016 - 04.2017
- Monitor health, usage and overall compliance of ServiceNow and its applications
- Assisted in building and maintaining internal technical documentation, manuals, policies, and processes
- Configured and developed how ServiceNow can enable the client to become more efficient and configure the platform to achieve measurable benefits
- Coordinate application and platform upgrades
- Develop systems integrations and process automation
- Configure and maintain SLA, catalog items and their associated workflows
- General support, administration and maintenance of ServiceNow platform and associated applications
- Working closely with IT and business partners to configure and improve core platform capabilities in accordance with ITIL best practices
- To set up Configuration Management and define the CI classes and their relationships
- Used data Sources & web integrations for setting up the configuration database in ServiceNow
- Created complex transform scripts in transforming the data into the SNOW database
- Act as a single point of contact for continuous process improvement on Service Catalog.
Junior Engineer
Infogain
01.2016 - 08.2016
- Identified, documented and reported bugs, errors, interoperability flaws and other issues within proprietary software applications developed Airtel's global user base
- Perform system, unit, acceptance, regression, load and functional/performance testing on dozens of applications using both automated and manual testing methods
- Modules - Relational Databases, Web development, cloud computing, Network Fundamentals
Education
Master of Science (MS) -
University of Windsor
Windsor, CanadaBachelor of Science (BS) -
Guru Nanak Dev University
Skills
- ITSM
- ITOM
- CMDB
- PORTAL
- Tomcat Web Server
- MID Server
- Web Sphere
- Testing
- Debugging
- Cloud Computing Platforms
- Object Modelling Software
- SDLC
- Waterfall
- Agile Methodology
- Prototype Model
Certification
- ServiceNow Certified System Admin (CSA)
- ITIL v4
Languages
Angular JS
C
C
JavaScript
HTML
CSS
jQuery
Bootstrap
AJAX
JSON
Skills
ServiceNow, ITSM/ITOM/CMDB/PORTAL, Web/Application Server: Tomcat Web Server, MID Server, Web Sphere, Process: SDLC, Waterfall, Agile Methodology, Prototype Model, Testing and Debugging, Cloud Computing Platforms, Object Modelling Software
Timeline
Senior ITSM Consultant
Confidential Client
12.2022 - Current
Senior ITSM/CMDB Developer
Intact
09.2020 - 06.2022
ITSM Developer
Goeasy
01.2019 - 08.2020
ITSM Analyst
T - Mobile
02.2018 - 12.2018
ServiceNow Admin
Ripton Solution
09.2016 - 04.2017
Junior Engineer
Infogain
01.2016 - 08.2016
Bachelor of Science (BS) -
Guru Nanak Dev University
Master of Science (MS) -
University of Windsor
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