Sunny K.

Acted as a bridge between business stakeholders and technical teams, translating business needs into scalable and maintainable ServiceNow solutions. Led the requirement gathering, gap analysis, and functional design of ServiceNow modules including ITSM, ITOM, ITAM, CMDB, and HRSD. Configured and customized ServiceNow components such as Business Rules, Client Scripts, UI Policies, Workflows, Flow Designer, and Service Catalog items. Conducted fit-gap analysis and impact assessments to guide solution architecture, integrations, and enhancements within the ServiceNow ecosystem. Developed and managed custom applications and scoped apps, ensuring they met enterprise security and compliance standards. Integrated ServiceNow with third-party systems (e.g., SCCM, Azure AD, JAMF, monitoring tools) using REST/SOAP APIs and MID Servers. Defined and enforced CMDB models, CI relationships, and discovery schedules, supporting IT operations, security, and asset governance. Facilitated UAT, training sessions, and stakeholder workshops, supporting end-user adoption and process alignment across functional teams. Partnered with platform owners to manage product backlogs, prioritize enhancements, and drive continuous improvement using Agile and ITIL practices. Created detailed technical and functional documentation, process flows, and knowledge articles to support implementation, audits, and change control. Delivered performance tuning, patch management, and instance upgrades, ensuring platform stability and alignment with vendor best practices.

Led analysis, process design, and requirements management in collaboration with business and technology stakeholders, enabling successful ServiceNow implementations. Delivered full lifecycle implementation of ServiceNow IT Asset Management (ITAM), integrating HAM/SAM with CMDB and defining asset reconciliation and governance processes. Implemented Hardware Asset Management (HAM) processes covering procurement, receiving, deployment, maintenance, and disposal, aligned with organizational lifecycle policies. Integrated HAM with procurement systems and vendor catalogs, automating asset ordering, receipt, and staging; mapped contracts to assets to track warranty and support. Established stockroom management, asset models, and EOL tracking; enforced governance standards to ensure data integrity, audit readiness, and compliance. Designed and configured Service Catalog solutions including items, variable sets, SLAs, approvals, and fulfillment automation to streamline request management. Translated business needs into user stories with acceptance criteria; facilitated Agile ceremonies (planning, grooming, stand-ups, reviews, retrospectives). Implemented Strategic Portfolio Management (SPM), including demand, project, resource, and timecard management to align IT initiatives with business goals. Supported ITSM module configuration (Incident, Change, Problem), enabling integration with CMDB and ITAM for improved service delivery and asset traceability. Defined and deployed Knowledge Management processes, templates, article workflows, and integrated content into self-service and support modules. Created FDDs, process maps, SOPs, training guides, and user documentation to support platform adoption and operational continuity. Delivered end-user and admin training; managed hypercare and post-go-live support, triaged issues, and implemented enhancements. Acted as liaison between business and technical teams, ensuring alignment on scope, priorities, and timelines.

Administered and maintained the ServiceNow platform, ensuring high availability, performance, and compliance with enterprise standards. Managed end-to-end configuration and administration of core ITSM modules including Incident, Problem, Change, Request, Knowledge, and Service Catalog. Developed and maintained custom applications, UI Policies, Business Rules, Client Scripts, and Workflows to meet evolving business needs. Led the configuration and deployment of Service Catalog items and Flow Designer workflows, improving request automation and operational efficiency. Oversaw CMDB administration, including CI class definitions, relationships, discovery data reconciliation, and health rules to support accurate asset tracking and reporting. Managed instance upgrades, patches, and cloning activities, coordinating with ServiceNow support and internal stakeholders to ensure smooth transitions. Implemented and monitored SLA definitions, notifications, and escalation policies, ensuring timely service delivery and performance tracking. Enforced platform security best practices, including role-based access control (RBAC), data protection policies, and audit trail reviews. Collaborated with developers, business analysts, and process owners to troubleshoot issues, implement enhancements, and align platform capabilities with business goals. Created and maintained technical documentation, configuration guides, and change records to support knowledge transfer and audit compliance. Supported integration efforts with third-party tools and systems (e.g., SCCM, Active Directory, monitoring tools), ensuring data integrity and automation across IT processes. Provided user training, tier-2/3 support, and platform usage guidance, contributing to ServiceNow adoption and ITSM maturity across the organization.

Collaborated with stakeholders across IT, Operations, Risk, and Compliance to gather, document, and prioritize business requirements for ServiceNow implementations within retail, healthcare and telecom services environment. Led the analysis, design, and deployment of ITSM modules (Incident, Problem, Change, Request, Knowledge) to streamline service delivery and align with ITIL best practices. Partnered with platform teams to support the rollout and optimization of ServiceNow ITAM and CMDB, enabling effective asset lifecycle tracking, cost transparency, and audit readiness. Facilitated workshops and working sessions to elicit functional and non-functional requirements, define user stories, and establish acceptance criteria in Agile/Scrum environments. Developed process maps, data flow diagrams, and use cases to support solution design and ensure alignment between technical capabilities and business needs. Worked closely with QA and UAT teams to define test plans, validate functionality, and resolve defects prior to production deployments. Created and maintained RAID logs, traceability matrices, and impact assessments to support project governance and audit compliance. Acted as the primary liaison between line-of-business stakeholders and ServiceNow technical teams, ensuring successful delivery of enhancements and platform integrations. Monitored and reported on SLA performance, service request trends, and incident metrics using ServiceNow Performance Analytics to support service improvement initiatives. Supported change management and user adoption through documentation, stakeholder training, and go-live support activities.

Led a team of three (two developers and one tester) to develop a Billing Solution for a VoIP telephony company. Actively participated in system design, database design, project scheduling, and team supervision. The solution, built on RADIUS AAA (Authentication, Authorization, and Accounting) protocol, has been deployed in over 15 countries. Technologies used include .NET 2.0, C#, MySQL, AJAX, Java, Shell Scripts, XML, and Java Servlets. Managed the end-to-end development of a VoIP Calling Card Application, including requirement gathering, application architecture design, project planning, and coordination of both development and testing throughout the project lifecycle. Designed and developed an interactive, configurable IVR Menu System for a Hosted IP-PBX solution. Additionally implemented features such as Priority Call Routing and a Conference Call System. Assisted clients during User Acceptance Testing (UAT) to ensure successful delivery and alignment with business requirements. Created applications to monitor and report on project time tracking, production support, and maintenance activities, delivering insights to management for strategic resource planning and constraint analysis. Partnered with project managers to draft project charters, conduct technology research, and define implementation strategies for desktop, tablet, and mobile deployments. Worked closely with QA teams and business stakeholders to set up test environments, support application testing, and ensure delivery of quality software solutions. Responsible for Requirement gathering, Business Process flow, Business Process Modelling and Business Analysis with Requirements Traceability Matrix and Records Management. Knowledge of update set, import set and transform maps in ServiceNow for data mapping and data transformation. Also worked as CTRM business analyst for major oil countries across different geographies.