Shivam Galhotra (ITBM/SPM, ITOM, HRSD, GRC, SECOPS, ITSM)

Integrated monitoring and observability tools (Splunk, Dynatrace, SolarWinds, AppDynamics, Datadog) into ServiceNow Event Management for enterprise-scale ingestion.. Involved in designing and implementing dynamic widgets, configuring dashboards for real-time monitoring, and ensuring responsive layouts that support cross-device compatibility. Led Event Management workshops with client SMEs to define alerting strategy, monitoring scope, and CI ownership. Developed custom event transformation scripts using JavaScript, Glide API, and IntegrationHub ETL to normalize JSON/XML payloads Included designing workflow automation through intelligent conversational interfaces, leveraging ServiceNow’s natural language understanding resolving requests, guide users through FAQ and support topics, and triage issues for live resolution. Built governance frameworks for event workflows, documenting SOPs, escalation models, and Now Create-aligned delivery playbooks. Emphasized iterative refinement, using usage analytics and business feedback to optimize conversational logic, integrate support across platforms, and enhance end-user experience through seamless escalation or resolution. Collaborated with security/compliance teams to ensure secure API integrations and adherence to governance controls in Event Management. Empowered employees and specialists to initiate, manage, and resolve service requests irrespective of their location, supporting on-the-go workflows and pushing real-time updates to users. Implemented APIs (REST/SOAP) and IntegrationHub for seamless third-party system connectivity. Designed and implemented custom applications in App Engine Studio, enabling automation of business processes across HR, IT, and Finance. Enabled stakeholders to access a robust repository designed for self-help, collaboration, and information sharing.

• Worked on Security Incident Response (SecOps) dashboard to display top 10 critical compromises and detected incidents through automation. • Integrated with domain separated ServiceNow instances for ITSM in Managed Services Platform for Incident, Problem and Change Management. • Worked on External Credential Storage Plugin to store the Discovery credentials securely in CyberArk and initialized token based authentication for ITOM. • Expertise in security information and event management (SIEM) tools and correlation rule creation under SecOps. • Worked on to identify, assess, and mitigate security risks through regular security audits and penetration testing for SecOps using GRC - Risk Management. • Worked on Self Service Portal and Employee Center Portal for unique branding and layout. Designed wireframe documentation for Unified Service Portal. • Built Cloud Provisioning and Governance Model end-to-end to manage the Cloud Resource operations and billings for AWS, VMWare and Ansible Cloud. • Handled network security parameters, firewalls, intrusion detection/prevention systems, and web application security for SecOps implementation • Installed Agent Client Collector in Cloud Servers to populate the production running services and operating systems level outage monitoring. • Experienced in performing security assessments and implementing remediation plans for security vulnerabilities in SecOps.

• Defined Clients policies and compliance rules. Customized workflows and flows automation for Policy & Compliance Management. • Configured custom Assessments and Business Stakeholders for Demand Management and Project Management in ITBM/SPM. • Imported CMDB data for Business Applications, Business capabilities, Application Services and built CI relationships for APM project. • Build Asset Management module to synchronize CMDB data populating through Microsoft SCCM integration for Windows Machines. Worked on Risk Assessment configuration for business application under Application Portfolio Management (APM). • Built Customized flows for version expiry management, and version control system management. Built flows to manage Software Asset Management (SAM) lifecycle • Worked on Information Portfolio to capture the file locations along with File formats for Information Portfolio under Application Portfolio Management. • Worked on Demand Management along with Demand Workbench, Demand Multi-Currency enablement, and Demand to Project creation in ITBM/SPM. Worked on Business model development and process improvements for ITBM modules like Demand and Project Management.

• Developed workflow optimizations in the ServiceNow CSM module, significantly boosting operational efficiency. • Designed a user-centric customer portal within the CSM module, integrating self-service options and effectively reducing support ticket volume. • Configured and administered Service Level Agreements (SLAs) in the CSM module, implementing proactive monitoring mechanisms to prevent breaches. • Worked on UI Action and U I Action groups for Customer Service Management (CSM) workspace. • Implemented out-of-the-box solution for data reporting and case assignments in CSM implementation. • Automated Hardware Asset Management (HAM) data on dedicated ServiceNow instances to include Financial and Contractual (support vendor) related information. • Configured Discovery schedules, credentials and behaviors to populate CMDB data for Windows Virtual Machines and Linux Servers. • Built Financial and Contractual sections under Hardware Asset Management (ITAM) for IT Hardware assets and populated the information through multi-sources. • Worked on third-party integrations like Oracle HCM, CornerStone, TotalSum, Udemy and AdobeSign using REST APIs and Integration Hub in HRSD. • Worked on Azure DevOps to maintain the source code and application development components.

• Implemented Incident Management process formatter based on Process defined in ITSM. • Configured scheduled jobs to import and transform data from LDAP Server Integration. • Worked on scheduled jobs to retire the knowledge articles automatically and send an email notification to author and knowledge admins. • Worked on Agent Operator Workspace (ITOM) to display outages related to Configuration Items and integrated with the Change Management Process in ITSM. • Worked on custom ITSM linking buttons on Incident form to create problems, changes and service requests. • Monitored MID Server, LDAP Server and Integration logs to track the issues and errors during System • Written background scripts to test the business rules and workflow scripts for ITSM and CSM. • Worked on project management workflows and service catalogs in ITSM. • Implemented and managed the HRSD platform to enhance employee experience and streamline HR processes. • Implemented Change Management Risk Calculation scripts and conditions based on impact and risk setup by Services and Configuration Items (CMDB.