This is a dedicated ERP based organization to provide Customer services to multiple clients across the world. Customer was using other tools for ITSM Solution and they decided to migrate their ITSM Solution with Service Now as Snow is Cost effective. Our team started Service now Implementation for Customer Service and Configuration Management. We have configured CMS portal to support 80 products, 20000 customers and more than 1 lakh users.

• Implemented Customer Service Management and GRC.
• Involved in the implementation of Core Setup (Intake, Knowledge, Business Services, Self Service, user data).
• Involved in implementing end-to-end Service Catalog, creation of new record producers, designing new pages.
• Client scripts, UI policies, UI actions and Business rules.
• Full customization of Reports, Email Notification and Inbound Email Notifications.

• Implementing system security by using ACLs and Roles.
• Designed various Workflows for Service Catalog.
• Customization of table forms using UI Policies, Client Scripts and UI actions.
• Creation of assignment Rules and Approval rules.
• Designed various Home pages for Admin, ITIL users, etc.
• Managing Service Now data using scheduled imports and exports and transform maps.
• Manage Data with Import Set and Update Set.
• Create and Apply Update Sets.
•  MID Server set up and configuration.
•  Language translations.
•  UI pages creation using Content management.
•  Service portal Customization.
•  Custom Service Portal widgets and pages.
•  Setting up profiles, policies and controls in GRC.
• Handling new enhancements and defects post Go-Live.
• Provided training sessions on Service-Now for new folks in the technology, both, in and across the projects.
• Integration between Servicenow and Sharepoint.
• Integration between Servicenow and Brightcove.
• XML integration between MID server and Servicenow.

This is a dedicated IT Infrastructure Solution to provide standard ITIL services to client Qantas. Customer was using HPESM for ITSM Solution and they decided to migrate their ITSM Solution with Service Now as Snow is Cost effective. Our team started Service now Implementation for IM, PM, CM, KM, SRM, SLM, Config Management, AM. Along with this we integrated HPESM with Service Now using Web Services.

Responsibilities:

• Implemented Incident, Problem, Change and Knowledge Management.
• Involved in the implementation of Core Setup (Intake, Knowledge, Business Services, Self Service, user data).
• Involved in implementing end-to-end Service Catalog, creation of new record producers, designing new pages.
• Client scripts, UI policies, UI actions and Business rules.
• Full customization of Reports, Email Notification and Inbound Email Notifications.
• Implementing system security by using ACLs and Roles.
• Designed various Workflows for Service Catalog.
• Customization of table forms using UI Policies, Client Scripts and UI actions.
• Creation of assignment Rules and Approval rules.
• Designed various Home pages for Admin, ITIL users, etc.
• Managing Service Now data using scheduled imports and exports and transform maps.
• Manage Data with Import Set and Update Set.
• Create and Apply Update Sets.
• Custom app creation.
•   MID Server set up and configuration.
• Discovery set up.
• SOAP web service.
• IBM Netcool integration for Event Management.
• Handling new enhancements and defects post Go-Live.
• Provided training sessions on Service-Now for new folks in the technology, both, in and across the projects.

• Troubleshooting OS level performance issues.
• Responsible for keeping track of the system health all the times.
• Performed automated installations of Operating System using Jumpstart for Solaris.
• Patching activity in Solaris and Linux.
• Image Packaging System on Solaris11.
• Live upgrade activity in Solaris 8, 9, 10, 11(Physical and Ldoms).
• Providing day-to-day user administration like adding/deleting users and managing in Solaris and Linux.
• Performance & Swap memory management.
• Configuring Sudo users.
• Managing and troubleshooting services using SMF.
• Configuring and Implementation of NFS Servers and Clients.
• Installation and Configuration of Samba, Sudo, SSH and other packages in Solaris and Linux.
• Data consistency of file system using fsck and other utility.
• Administrating of IPMP and Link aggregation.
• SVM (Solaris Volume Manager) – Configuring and Implementation State Data Base replicas and Meta devices.
• Organizing and configuring volume manager and bring the drives into VXVM control.
• Implementing and Managing Disks and Disk Groups under VXVM Control.
• Creating Sub-disks, Plexes and Volumes.
• Monitoring Volume and Plex states.
• Creating RAID on volumes.
• Growing Volumes online in SVM, ZFS&VXVM.
• LDOMs Configuration &Administration.
• Patching activity in LDOMS and physical hosts.
• ZFS creation and administration.
• Solaris O/S Migration UFS to ZFS using Live upgrade technology.
• Solaris O/S release upgrade using Live upgrade technology.
• Increasing file system sizes and set quotas in ZFS.
• Splitting and cloning in ZFS.
• Veritas cluster administration.