Sumeet Das

• ServiceNow areas indulged in : Software Asset Management , Hardware Asset Management, Legal Service Delivery, Vulnerability Management, Security incident Response, Agile Methodology, Agent Workspace, Dashboards, Knowledge base, Reports, Asset management.
• Assisted in development of new features plans and managed ServiceNow upgrades, and building modifications.
• Acted as team lead and bringing ServiceNow best practices, innovations, and capabilities to help achieve business goals.
• Leading and mentoring team of ServiceNow developers.
• Designing and developing ServiceNow applications and workflows
• Analyzing and translating business requirements into technical solutions.
• Managing development life cycle of ServiceNow projects.
• Collaborating with cross-functional teams to deliver end-to-end solutions.
• Providing technical guidance and support to project stakeholder.
• Ensuring timely and high-quality delivery of ServiceNow projects.
• Implemented end to end integration activities for all modules mentioned above.
• Created custom workflows and orchestrations to achieve business requirements.
• Presented various demo sessions to technically drive features from end to end.
• Reviewed and analyzed business requirements with Product Managers and drafted POC's.
• Collaborated with multiple teams to ease up implementation process between end user client, BA's and dev team.
• Indulged in assigning stories to developers and also implemented 5+ enhancements/features within ServiceNow platform. This included hands on development activities as well.
• Resolved various production concerns and issues related to multiple modules mentioned above.
• Created KT and KB articles to articulate right information related to on going features and also completed features.
• Collaborated with client and interdepartmental peers to transform client requirements into turnkey solutions.
• Developed technical requirement documentation for new software products compatible in Service Now platform and prepared RFP for new clients.

Day to Day and basic job duties/responsibilities

• Scrum calls , Story discussions and Sprint planning every week.
• Providing updates to day to day development activities.
• Bi-weekly Demo’s with client side officials to display and perform end to end application walk through.
• Providing Update sets and batching update sets after each sprint.
• Technical Discussions with representatives and Developers from ServiceNow to find or architect a solution for business use cases.

ServiceNow Integrations

• Development effort in scoped applications and prepared technical requirement documentation for new software products compatible in Service Now platform.
• Working with teams to align with new scope of work in Agent workspace and ServiceNow legacy UI.
• Configuring and customizing Service Catalog items and leveraging flow designer to trigger requests.
• Configuring Business rules and Script include to work with REST messages after Service catalog is submitted.
• Working with various ITSM modules to check and validate t complete lifecycle of Service request.
• Using Custom Hyperlink to send and receive data between multiple ServiceNow instances.
• Configured Catalog Client Scripts and enhanced functionality to existing UI policies, UI actions , Business Rules and Client scripts.(Basically, both server side and client side scripting).
• Using REST and SOAP module to perform successful test’s with 2+ legacy systems.
• Collaborated with client and interdepartmental peers to transform client requirements into turnkey solutions.
• Developed technical requirement documentation for new software products compatible in Service Now platform.
• Resolved and deploy updates in Service Now through change management, Service Level Management, Service Catalogs, Discovery, and Asset Management.
• Engaging with business stakeholders for new requirements through release cycles.
• Support on establishing knowledge base design alterations, develop email notifications & inbound email actions, demand management and bidirectional (REST/SOAP) web services.
• Participating in enhancements in discovery, ITSM and scoped applications thereby sharing detailed technical analysis.
• Integrations using Web services, Inbound email setup, Script automation via scheduler, Mid Server maintenance & 3rd party applications.
• Working with various integration teams at client site to ensure Service Now Production and Non-Production instances are properly synced.
• Engaging in Service Now clone activities as well as creating Service Now upgrade activities.
• Preparing daily/weekly report for meetings on Service Now application and its interfaces.

• Transitioning existing legacy system functionalities and business use cases to ServiceNow.
• Working on with Transition management team to fetch requirements before on boarding customer and to understand customer expectations out of ITSM service provision and develop features in cloud and deliver it to customer.
• Develop and delivers comprehensive suite of services and solutions in applications, business process, consulting and infrastructure, and cloud services.
• Develop solution to integrate IBM Notes application with change management system and automate calendars when event is sent from Service Now.
• Review of Service Now Engagement Methodology Integration's like IBM Netcool Products like Netcool SSM.
• Hands-on Implementation based on functional requirements -Go-live preparation and check list.
• Design and develop IBM Watson Conversation Service integration with Service Now.
• Setting up Performance and Coding best practices in team.
• Email Driven integration where email body is with/without watermark. Advance reporting on different applications like IPC while using IBM D3 Kanban automation.
• System Upgrade best practices and release, hotfixes and patch management related to upgrade process of Service Now. Use database view and trend data to run reporting.

Day to Day and basic job duties/responsibilities

• Daily Scrum calls, client engagement meetings, story discussion and HLD review with business owners.
• Bi-weekly Demo’s with client side officials to display and perform end to end application walk through.
• Weekly ServiceNow Training sessions to transfer knowledge and to find solution for any on going issues with new onboarded developers.
• Communicating with 3 other teams to understand and mitigate any risks with cross scoped development features.
• On call and On demand Issue handling from Production Environment.
• Handling all Severity 1 and 2 incidents raised from Prod team.
• Responsible for migrating all development effort of complete team to UAT and UAT2 instance for two teams to test.
• Collaborate with Offshore team and assign them tasks in case resource allocation has reached its maximum peak with current team.
• Technical Discussions with representatives and Developers from ServiceNow to find or architect solution for business use cases.
• Setting up basic branding in DEV and TEST environments.
• Scoping Applications in ITSM application modules.
• Scoping Application in Case Management.
• Configuring Business rules and Script include to work with REST messages.
• Using REST and SOAP module to perform successful test’s with legacy systems.
• Creating and maintaining dummy payloads which resulted in successful response.
• Integrated with various legacy systems using Flow Designers (Integration HUB, Utilized Existing Spokes and also created various custom spokes) Inbound Email actions, Scripted Web Services, Used Business Rules and Script Includes.

• Client was American biotechnology product development company located in Waltham, Massachusetts, and was created in 2006.
• Role was working on with Transition management team to fetch requirements before on boarding customer and to understand customer expectations out of ITSM service provision and develop features in cloud and deliver it to customer.
• Build design and solutions related to service portal and customer service management.
• Implementation experience in ITSM modules (Service Catalog, Incident, Problem, change)as well as with external applications using direct & scripted web-services.
• Resolved and deploy updates in Service Now through change management, Service Level Management, Service Catalogs, Discovery, and Asset Management.
• Engaging with business stakeholders for new requirements through release cycles
• Supported on establishing knowledge base design alterations, develop email notifications & inbound email actions, demand management and bidirectional (REST/SOAP) web services.
• Participating in enhancements in discovery, ITSM and scoped applications thereby sharing detailed technical analysis.
• Integrations using Web services, Inbound email setup, Script automation via scheduler, Mid Server maintenance & 3rd party applications.
• Working with various integration teams at client site to ensure Service Now Production and Non-Production instances are properly synced.
• Engaging in Service Now clone activities as well as creating Service Now upgrade activities.
• Engaging in daily/weekly monitoring activities for Service Now application and its interfaces.
• Engaging in preventive maintenance activities monthly to ensure steady Service Now system performance.
• Providing leadership, working closely with Senior Service Delivery Management Team in managing long term plans; identifying risks, opportunities, and options with key proprietary skills on platform.
• Promoting culture of informed decision making ensuring that units of corporate responsibility are planned, structured and focused.

Extensive development in Service Now platform including creation and customization of internal/external Incident, Request, Service Change, Service Level, Knowledge and Configuration (CMDB) applications and processes.
API Projects

Integrating ServiceNow with Tufin - Vulnerability Management
The projects key aspect was to integrate Tufin with ServiceNow. End to End implementation in ServiceNow.
Tracking Vulnerabilities and their respective tickets using Vulnerability module in ServiceNow. *Worked extensively with client on following integration methods and services
SCCM Integration
Scripted WEB Services
a) Scripted REST API's
b) SOAP
c) Scripted SOAP Services
d) Outbound SOAP Messages
e) Scripted SOAP API's
* New Hire Logistics / Onboarding/ Offloading - Using Order guide
* Cloud Management - Azure and AWS
* PowerShell, Python and XML
* Inbound email integration using "Inbound Actions" - ServiceNow.
* Created scripted web services which are used in setting up a robust process for integrating ServiceNow with various Procurement Tool's.
* Also has in-depth knowledge about Direct Web ServiceAPI of Service now, SOAP and WSDL.
* Extensively worked with REST GET and POST using basic HTTP Authentication.
* Problem Management - Problem Relationships
Base System Setup and ServiceNow Modules
* Rebranding: Configured theme/colors/branding for process UI and mobile UI.
* Base CMDB Setup - Configuration of CMDB application features, modules, forms, lists, related lists, and reports.
CI Data Imports: Data sources, CI classes, export files, data mapping, one-time import or scheduled import, schedules.
SCCM: SCCM environment, credentials, Computer / Software installed data mapping, sync schedule. Service Portfolio Management: Configured Service Portfolio features, modules, forms, lists, related lists, and reports.

• ServiceNow Platform, AD Integration: Platform, environments, security, properties, email, AD user/group integration.
  Request management / Service Catalog :
  Set up Request Management features - Service Catalog, Catalog Items, Record Producers, modules, forms, lists, related lists.
• Install and configure Project Management application: Configured base Project and Project Task application, modules, lists, forms, related lists, and reports/dashboards. Created standard templates for new Projects.
• ServiceNow Mobile Application :
  * Designed Mobile Application
  * Configured Mobile Application home page, sections, modules, navigator: Set up Mobile pages, modules, and navigator menu.
  * Configured Service Catalog for mobile application features: Update Catalog Categories, Catalog Items, and Record Producers for mobile use.
  * Configured Mobile Application theme, images, colours: Set up Mobile Theme to align with branding standards for internal app's.
  * Configured push notifications for mobile features - Approvals, Time Card Approvals, Critical Incidents.
  * Created Password Reset feature for mobile app use - Catalog item, workflow, orchestration. Project Portfolio Management
  * Configured Enhancement Request for Demands
  * Setup Enhancement Request record producer in Self Service to generate Demands in new PPM process flows. This was a small project associated with only Enhancements and Demands.
  * Created "Enhancement request" through Record producer and adjusting data elements for PPM.
  * Mapping associated Service request values to demand form with attachments.
  * Create Key reports for Enhancements requests.
  * Access to specific user criteria to access Enhancements and demands.