Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Awards
Timeline
Generic
Hiranmayee Sahoo

Hiranmayee Sahoo

Oshawa,Canada

Summary

ServiceNow Professional with nearly 13 years of experience in areas of Support, Design, Development, Implementation, Maintenance and Integrations in IT Service Management Platform

  • Involved in requirement gathering, analysis and finalization of technical and functional specifications.
  • Involved in designing and implementing ITSM suite (Incident, Problem, Change, Knowledge Management) and Service Catalogs.
  • Extensively worked on ITOM suite (Discovery, Cloud Management, Event Management, Service Mappings.
  • Implemented LDAPs, MFA, Sing-sign-on using different SSO products (SAML, OAuth 2.0, Digested Token, Ping-federate).
  • Experienced working on ITBM suite (Project-portfolio management PPM, Application portfolio Management APM, Idea, Demand and Resource management).
  • Experienced working on GRC(Governance, Risk and Control), Policy and Compliance.
  • Proficient in CMDB implementation including Hardware asset, Software asset management (SAM), SCCM, CSD).
  • Experienced working on HR Service delivery, HR Case Management, HR Onboarding and HR workspace.
  • Proficient in integrating ServiceNow with 3rd party tools (Zenoss, xMatter, Explore Analytics, Jira, Remedy, HPSM, Workday, FMS, Cisco WebEx, MS Team, GMOP, Tableau) using scripted and direct web services using REST, SOAP, Perl, Python, and File based (FTP/JDBC/SFTP).
  • Proficient in implementing Custom applications and Scoped applications using Studio.
  • Proficient in designing Service Portals using Angular JS, HTML and scripts and Employee Center using taxonomy.
  • Proficient in ATF (Automated Test frame work) and developed test cases for ITSM applications and custom applications.


Overview

13
13
years of professional experience
1
1
Certification

Work History

Service Now Technical Consultant

Yoh
02.2023 - Current
  • Implemented Severity Incident process to manage high priority incidents and integrated with MS TEAM and Virtual Agents and created Post Incident Review report.
  • Implemented Change management ,CAB Workbench, CAB Calendars including customized workflows.
  • Integrated Change management with WATER tool for Test Suite Deployment using NTLM authentication and REST API's.
  • Designed ESC portal taxonomy, AI Search and topics for IT, HR and procurement groups and segregated data as per requirement.
  • Implemented HR processes for HR Cases (including HR CoE), HR Service Delivery, HR Knowledge, HR Profile, Employee Center and HR Workspace.
  • Implemented APM (Application Portfolio Management) and migrated business applications in Servicenow and designed process for APM.
  • Created business capability maps and link capability links to business app, services and associated hardware's and software's.
  • Designed custom indicator to update cost information on business applications and customized APM portal.
  • Experienced working on SailPoint integration with ServiceNow using Store app for new joiner and leaver process and their access management.
  • Implemented CMDB using CSDM 2.0, CMDB Data Manager, CMDB certifications for CI data accuracy and integrity and customized CMDB workspace.
  • Extensively worked on Mid server installation, upgrade and troubleshooting.
  • Implemented Process Automation Designer and Playbook Experience for agents for faster incident resolution.
  • Implemented custom applications for IT, Business and Non-IT and their processes using flow designer, workflows.
  • Designed catalog items and automated AD and other automations using workflows, flows, sub flows, PowerShell and SSH scripts.
  • Integrated ServiceNow with external systems using SOAP/REST web services, PowerShell, Python API, FTP protocols.
  • Designed various customized dashboard for governance and monitoring.
  • Extensively worked on Business Rule, Client scripts, Script Include, Data Policy, UI Macro, UI Pages, ACLs and JavaScript.
  • Involved in ServiceNow major version upgrades and post upgrade testing.
  • Participating in IT solutioning and communicate with stakeholders to discuss any issues or new enhancements.
  • Translated business requirements into technical requirements for new enhancements and scoped applications.

ServiceNow Architect

CircleK
05.2022 - 10.2022
  • Experienced working on Nuvolo product for Facility Service Management (FSM).
  • Design work order management system to manage lifecycle of work orders.
  • Heavily customized work orders form and workflows using Business Rule, Client script and workflows.
  • Integrated with external tools like Gilbarco and Laserfische for Invoice generation after Work order is fulfilled.
  • Involved in interacting with customer, business and identifying their problems and suggest solutions based on industry best practices.
  • Worked with process owners and business stakeholders to translate business requirements into technical requirements and created stories for developers.
  • Participated in Scrum meetings and planned out weekly release work with scrum master and product owner.

ServiceNow Tech Lead

Fujitsu
06.2021 - 05.2022
  • Implemented HR Service delivery, HR Cases and HR employee lifecycle events for handling all on boarding, offboarding of employees.
  • Developed HR catalogs and automated HR Processes using workflows and scripts.
  • Implemented FSM (Facility service management) for work order management.
  • Integrated work orders with external systems using REST API's and FTP protocol to transfer data on daily basis.
  • Extensively worked on Server side and client side scripting and designed many workflows and flows.
  • Developed email notifications and inbound actions for email to ticket creation.

ServiceNow Lead

Cognizant Technology Solutions
09.2020 - 06.2021
  • Customized Incident management process for On-call voice and SMS channel using Notify plugin and customized workflow to process messages for all countries.
  • Integrated ServiceNow Incident management with TEAM using IntegrationHub Spokes to send incident details to TEAM chat.
  • Integrated Change management with AWS for Stack deployment using SSH commands.
  • Implemented Cloud Management (CMP V2) for VPC, AWS Stacks, Virtual machine data management and worked on AWS discovery to discover more than 150 AWS accounts.
  • Designed service catalog for VM start and stop process automation, AWS workspace (Create/modify/termination), temporary access to external systems(AD, AWS) using orchestration(workflows, PowerShell and SSH commands).
  • Implemented ServiceNow MFA (Multi-factor-authentication) for finance client.
  • Implemented SAM (Software asset management) including custom software catalogs, software entitlement, software installation, reconciling entitlements with deployment data, optimizing licenses and determining software usage.
  • Integrated software assets with SCCM and CSD (Client software distribution).
  • Designed Service portals for SEVAPP management using widgets and customized the forms for end users.
  • Extensively worked on custom reporting using database views, reports and dashboards.
  • Integrated Servicenow with Explore Analytics and experienced working on Explore analytics for custom reporting.

ServiceNow Lead

Cognizant Technology Solutions
06.2017 - 09.2020
  • Customized Agent mobile app for incident triaging and resolving it faster.
  • Integrated ServiceNow with xMatters for paging users for severity Incidents.
  • Worked on many custom and scoped applications for finance clients to manage accounting , revenue, and corporate issues along with custom workflows.
  • Implemented Event management (ITOM) by configuring Connector instances, Event mappings, remediation's and integrated with monitoring tools like Spunk, Zenoss, GMOP (Global Monitoring Operation Portal).
  • Experienced working on Hardware asset management for managing computers, peripherals, keyboards and their lifecycles using Asset-CI Mapping, Business Rules and scripts.
  • Experienced working on Agent workspace, Service operation workspaces
  • Worked on network and server discovery and service mappings to map IT components with business services.
  • Implemented GRC (Governance, Risk and Control) and Policy and Compliance applications by creating policies, policy exceptions, risk events, and controls and designed workflows to manage policies and controls.
  • Created Knowledge articles to maintain policy versions.
  • Implemented Security Incidents to raise malware, hacking, physical, misuse incidents and developed workflow to handle process.

Technical Lead

Cognizant Technology Solutions
11.2014 - 06.2017
  • Implemented Incident, Change and Problem management and designed custom processes including notifications and SLA's.
  • Implemented Knowledge management process in ServiceNow and imported articles in ServiceNow from external systems.
  • Created framework for easy service catalog item creation, this helped to create 100+ catalog items at once.
  • Integrated ServiceNow with other ticketing tools to manage incident lifecycle and integrated with SNOW Mirror for reporting.
  • Implemented ITBM suite applications Idea, Demand, PPM and Time sheet management and integrated to Change process.
  • Implemented Project Management to view multiple project and project tasks at same time and track their progresses using Gantt Charts.
  • Implemented Project Management standards, PPM Scorecard, PMO Portfolio Management Dashboard reporting.
  • Implemented customized Idea and Demand management to manage new ideas and progress them through Demand Workbench and Assessment Metrics to evaluate demand.
  • Developed Custom UI for Custom applications using Scripted REST API's and Angular JS and managed their lifecycle through scripts.
  • Implemented LDAP's for user management and SSO using Ping-Federate.
  • Automated workflows and processes using Business Rule, UI Action, Client script, UI Policy, Script Include and Data policies.
  • Managed team of 20 people and provide them technical guidance for ServiceNow development.
  • Worked as offshore lead and managed and resolved queries, escalations, conflicts and issues between onsite and offshore project teams to ensure on time project delivery.
  • Participated in client demos and workshops for ITSM implementation.

ServiceNow Senior Developer

KPMG
12.2013 - 11.2014
  • Implemented Incident management process and customized incident form based on customer need.
  • Worked on Server side scripting (Business Rule, UI Action, Script Include) and Client scripts, UI Policies for process automation for ITSM modules.
  • Designed ACL's and security rules for application access management.
  • Designed catalog items with complex workflows.
  • Automated catalog item submission through server side scripting.
  • Single point of contact for catalog implementation project and responsible for end to end product unit testing and regression testing.
  • Participated in OCM (Change management) meetings with stakeholders for customized change process implementation and provided solutions based on ITIL best practices.
  • Participated in ServiceNow code migrations using Update Sets.
  • Created technical design documents for developed components.
  • Participated in ServiceNow upgrade testing.

ServiceNow Developer

Tata Consultancy Services
03.2011 - 12.2013
  • Responsible for User , Group and Role management in ServiceNow platform.
  • Designed service catalog items and workflows for end users to fulfill catalog orders.
  • Customized Incident Management, Problem and Change management and their processes based on customer requirements. Created notifications for each processes.
  • Assist in importing of CI's, users and asset data in ServiceNow
  • Involved in LDAP integration for user management.
  • Migrated legacy Incident data from BMC Remedy to ServiceNow
  • Integrated BMC Remedy with ServiceNow for Incident ticket creation.
  • Documented technical design document post development of codes.
  • Involved in code migration from DEV to QA to prod using Update Sets.
  • Designed reports for IT and Service desk for daily incident monitoring
  • Trained associates for ServiceNow system administration and Implementation projects.

Education

Bachelor of Science - Electronics & Telecommunication Engineering

Biju Patnaik University of Technology
India
05.2009

Skills

  • ServiceNow
  • JavaScript
  • Bootstrap/HTML/CSS
  • Angular JS
  • JQuery
  • SQL

Accomplishments

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Certification

  • ITIL V3
  • ServiceNow System Administrator
  • ServiceNow Implementation Specialist - ITSM
  • ServiceNow Implementation Specialist - Software Asset Management
  • ServiceNow Implementation Specialist - Cloud Provisioning & Governance
  • ServiceNow Implementation Specialist - Discovery
  • ServiceNow Implementation Specialist - Event Management
  • ServiceNow Micro Certification - Automated Test Framework
  • ServiceNow Micro Certification - Flow Designer
  • ServiceNow Micro Certification - Integration Hub

Awards

  • ServiceNow Hackathon Winner
  • Above & Beyond Performer Award - Cognizant
  • Excellence Champ Award - Cognizant

Timeline

Service Now Technical Consultant

Yoh
02.2023 - Current

ServiceNow Architect

CircleK
05.2022 - 10.2022

ServiceNow Tech Lead

Fujitsu
06.2021 - 05.2022

ServiceNow Lead

Cognizant Technology Solutions
09.2020 - 06.2021

ServiceNow Lead

Cognizant Technology Solutions
06.2017 - 09.2020

Technical Lead

Cognizant Technology Solutions
11.2014 - 06.2017

ServiceNow Senior Developer

KPMG
12.2013 - 11.2014

ServiceNow Developer

Tata Consultancy Services
03.2011 - 12.2013

Bachelor of Science - Electronics & Telecommunication Engineering

Biju Patnaik University of Technology

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Hiranmayee Sahoo