Niveditha Polem

Drive production readiness for new environments and strategically drive simplification, automation, and end-to-end capacity, development and performance management for full-time and contract resource pools on and offshore. · Ensured timely and effective resolution of problems relating to user/client processing post-go live through warranty governance · Coordinated post-incident reviews and service quality review sessions · Worked with clients to prepare comprehensive IT solutions that meet/ exceed client objectives for new and existing systems/applications · Developed and maintained a database of environments for a portfolio of applications specific to ServiceNow · Measured the level of service to customers/clients, analyze trends, and determine appropriate actions where applicable, help resolve backlog prioritization where required. · Acted as an integrator of solutions, provide flexibility and ensure a good understanding of technology choices by offering and negotiating options with the clients · Acted as an expert consultant/resource in system strategy, architecture and design · Provided deployment support and troubleshooting for ServiceNow lower environments to LOB · Followed process management discipline for change management of all systems managed · Ensure all testing, quality assurance and post-implementation reviews are conducted against critical success factors, per the project plan and objectives · Grow team expertise to align with enterprise demand and the organization's business / technology direction; assess team skills and capabilities and continually look for ways to provide and enhance the value delivered · Establish effective relationships across multiple business and technology partners, program and project managers

Working with clients and providing leadership on best practices in areas such as IT Service Management (ITSM), IT operation Management (ITOM). Understanding and being able to utilize ServiceNow methodologies, collateral and accelerators Gathering and understanding requirements from clients. Conducting gap analysis and assessments to identify the delta between ServiceNow and current processes. Assisting with the design, development and implementation of ServiceNow solutions Developing and executing test scripts for ServiceNow implementations Preparing for and facilitating of workshop sessions including demonstrating ServiceNow platform capabilities. Creating requirements stories, process documentation and training guides. Participating in Project team collaboration sessions with PM, Solution Architects, and Technical Consultant. Providing support for existing ServiceNow solutions and recommending opportunities for enhancements

Played the role of a Implementer of entire Remedy ARS - ITSM suites Worked on Multiple High Availability environments with multiple AR servers with shared database. Integration with LDAP Active directory - auto-population of people data in Remedy. Integration of third-party web applications with remedy through inbuilt remedy web services. Used CREATE, SET and GET operations for automation of ticket in remedy. Web-based application has invoked remedy web services to create and update remedy tickets. Installation of BMC Topology discovery tool and configured to integrate with BMC Remedy ITSM CMDB Suite. Integration with BMC Remedy and Netcool for inflow of alarms which created tickets remedy. Standard ITSM Configuration, SLA Configuration, Email Configuration Involved in Developing the Forms, Workflows - Building Applications.