Dinesh Ramayanam

Client: Allstate Benefits, Group and Individual

Duration: Jun’23 – Till Date

Responsibilities:

· Service Now development experience, Case, Interactions, Service Catalogs, Agent Workspace, UI Builder, Advance Work Assignment, Assignment Work Bench, Workspaces, Catalog Builder, UI Builders, Predictive Intelligence, Machine Learning Solutions, Reporting, Dashboards, Flow Designer.

· Custom Case Routing with Inbound emails on the Assignment group mapping with multiple service lines.

· Complex data feed import via multiple scripts in Data transform.

· Salesforce spoke in ServiceNow to fetch the data into ServiceNow by multiple tables like Account, Oppurtunity, Project, Partner split, Group Numbers with account as key field in the system.

· Decision Tables for automating the task creation and decision to determine the task level type and also skill based routing

· Different Service definition based on the business, involving many complex flow designer flows.

· Experienced in ServiceNow client and server-side scripting (Client scripts, UI Policies, UI actions,

Business Rules, Script include and scheduled jobs), Created Access control rules (ACL), Configuring

Users, Groups and Roles.

· Created Catalog items, Order Guides, Record Producers and Workflows for CSM with minimum functional flow catalog item using Catalog Builder & flow designer.

· Created New Workspaces which was Introduced in UI Builder.

· Worked on Advance Work Assignment (AWA) where the different service channels enabled to end user and can communicate with the agent directly on the workspace and their queries resolved.

· Implemented the Skill Taxonomy (Skill Management) and its determination rules for AWA skill-based routing flow.

Client: UNUM Demo

Duration: Jul’23 - 2 weeks

Responsibilities:

· Intake from Salesforce triggered with Integration with ServiceNow, pushed to multiple tables from flow designer

· Experience in implementing FSO case types with FSO product data models that uses data from Salesforce(integration)

· Inbound actions for different case types based on the type of the case.

· Created custom stepper component on CSM configurable workspace same as playbook stages(similar to OOB process flow formatter in workspace level)

· Created different types of case types like LTD, STD, VB specific data and have a Master case configured to link them in the playbook

· Utilized OOB Group Underwiter, routing of cases to agents with Advanced Work Assignment based on the skill level with advanced script

· Use of Sidebar discussion, Docintel for ingestion, custom Playbook so that the case will be in different stages to match up with stepper component for easy track of case status.

· Customer central to showcase the customer data, broker data etc relationship by using customer 360 and customer activity for Group Life, launch buttons to trigger integrations with different tools.

Client: Travelers Insurance - POC

Duration: Jan’23 – Mar’23

Responsibilities:

· Integrating the Kafka Sink and Source with ServiceNow to determine the case type and also severity of the case

· Custom implementation of flows and decision tables to create tasks for the type of severity

· Worked on custom landing pages with alert component to display cases of High priority only to Manager and needs attention cases to Agent level

· Routing of landing pages on login based on the role level and type of case created as part of integration of kafka source.

· Worked on Remote tables to populate data into servicenow from external API with REST integratipon to auto populate the policy data on insurance policy data

· Using OOB roles, restricting the access to cases to allow edit and view for agent and manager based on the type and also policy information

· Guided Decision and Recommended Actions and playbook configuration in the contextual side panel, depending on the case context to display recommendation cards for guidance and guided decisions.

· Custom Skill determination rule depending on the state level of the skill, the task skill is being assigned based on the County/State/City on the case form.

Responsibilities:

· IT experience in Analysis, Development, and Deploying In PROD: Service Now Modules, ITSM, ITBM, CRM Applications and Web Technologies. Processing the given data to the desired format.

· Close to 6 Year of Strong Service Now development experience mainly in Incident, Problem, Change, Case, Service Catalogs, Service Portal, Integration for SRM and Incident, Virtual Agent, Scoped Applications, Content Localization, Walk-Up, Advance Work Assignment, Workspaces, UI Builders & other ITSM modules.

· Worked on ITBM in Agile Development and Project Portfolio Management Modules.

· Experienced in ServiceNow client and server-side scripting (Client scripts, UI Policies, UI actions, Business Rules, Script include and scheduled jobs), Created Access control rules (ACL), Configuring Users, Groups and Roles.

· Set up Scheduled Jobs to send reminder notifications and cleanup tasks.

· Created Catalog items, Order Guides, Record Producers and Workflows, Virtual Agent Chat for ITSM modules.

· Worked on the content localization at Agent Chat level and Case Management with Assignment Workbench.

· Worked on Service Now to Service Now Integration & e-bonding integrations.

· Having good knowledge on ITIL concepts and strong understanding on implementing ITSM platform Service Now.

· Experience of each SDLC phase for Service Now projects involving Requirement Analysis, Solution development, Service Now configuration, Testing, Documentation, End User Training and production support & Hyper-Care Support.

· Lead a technical team handling enhancements in agile way.

· Successfully worked on the Enhancement of Kingston, London, Madrid, New York, Orlando, Paris, Quebec, Rome, San Diego versions.

· Also played a key role in customizing Agile Module in Service now.

· Experienced in Service Now to Service Now Integrations for Incident & SRM Module.

· Handled projects in extremely challenging situations and delivered good quality product.

· Excellent communication and interpersonal skills with strong Customer orientation and Client interfacing skills

· Experience on Inbound email actions, notifications, and notifications scripts.

· Well exposed to all stages of Software Development Life Cycle and Software Test Life Cycle.

· Participated in Review User stories, Sprint Planning, Sprint Retrospective and Sprint Results Demo meetings with the Customer. Expertise in Problem solving and Bug Reports using Bug Tracking Tools.

· Experience in working with Open-source tools like Web services testing using SOAP UI, API testing using Reqbin.

· Involved in various meetings and discussed about Enhancements and Modification on Requested Issues.

· Worked on production and users’ issues.

· Involved in the Prod Deployment by moving update sets in various environments through remote instance, GitHub, and manual process.

· Reproduce issues in test environment(s) to review and analyze them.

· To conduct the requirement gap sessions with client to follow the best practices as per Service Now standards.

· Responsible for the Enhancement of the Modules in Service Now.

· Work with business and IT stakeholders to gather requirements for new and enhancements in the Modules.

· During requirements sessions, provide recommendations to streamline and optimize processes and align with the overall Catalog framework.

· Worked and successfully delivered Incident, Problem, Change, Case, Virtual Agent, and Service Catalogs.

· Perform business analyst activities related to the continued growth of the Service Now platform, including the deployment of additional modules and functionality.

· A self-motivated professional, possessing good Technical, Leadership, and problem-solving skills and proven to be a good Team Leader.

· In previous experience, I have worked on managing E-Commerce Cloud Infrastructure for SAP-Hybirs, Developing Applications and Presentations for I-Pads to be used in Veeva CRM Tool with a cloud platform of Salesforce.

· Analyze the Business requirements from the assigned stories according to sprint plans.

· Develops solutions to a wide range of difficult applications, problems or procedures.

· Supports Lead Engineer with the architecture, design, development, qualification and deployment of applications consistent with product and technical roadmaps.

· Works with engineering project management and lead engineer to deliver applications that meet or exceed product requirements, project schedules and reliability.

· Assists product development and operations teams to define technical requirements to accompany existing products and operation requirements. Designs and develops use cases in support of the technical requirements. Transforms technical requirements into architectures.

· Determines resources, technology and course of action to achieve results.

· Provides leadership and consultative direction to the organization, department and group.

· Consistent exercise of independent judgment and discretion in matters of significance.

· Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.

Responsibilities:

· Implementation of Custom Module Case Management and PDF module

· Design, implement and manage process automation using Orchestration

· Demand Management Module implementation and Introduction to Service portal

· Implementation of Dynamic Workflow V2 which is a global workflow and can be customized for any type of tasks such as Approval task, Script and Task Assignment.

· Instance Upgrade from Helsinki to Jakarta and then Jakarta to London.

· Proposed inputs to ServiceNow Operations on improvement areas like Catalog item redesigning, automating catalog items helped business to solve long standing issues.

· Customizations on Incident, Problem, Change, Knowledge, CMDB, Surveys, Chat and On-Call Scheduling modules as per customer requirements.

· Fix on ServiceNow Instance Performance on optimizing the code with ServiceNow Best Practices.

· Strong experience in Business Process Investigation, determination and maintaining of Requirements, production of Release Scope Documentation, Business process Improvement.

· Proficient in using AGILE methodologies and expertise in organizing Daily Scrum

Sessions Sprint Planning Meetings and Sprint Review Meetings.

Client: Motorola

Duration: Feb’16 – Feb’17

Migration of all modules (Incident, Problem, Change, Knowledge, Service Catalog, SLM) functionality from BMC Remedy to Service Now as part of Phase1 development. Developed all modules with new UI, Validations, and Workflows to simplify the complex process already existed in BMC remedy as per client requirements.

Responsibilities:

· Developed Incident, Problem, Change and Service Level Management (SLM) modules.

· New workflows designed for change management and service catalog items as per client requirements.

· Risk Assessment questionnaires configured and thresholds defined to evaluate risk based on response from users in change management.

· “Copy Change” functionality provided to create new change from close change request.

· “Auto Closure” feature is developed to close the changes automatically after certain days of implementation.

· Notifications configured on change management to send mails to responsible persons at various stages.

· Client scripts, Businesses rules, UI Policies, Businesses Rules, Access Controls and UI Actions are written to provide validations and buttons and to limit access privileges in Incident, Problem, Change Management, Service catalog modules.

· Production support for the initial period of Go-Live.

Client: Heineken

Duration: April’15 – Feb’16

Responsibilities:

· Worked on Service Now Development with UI Pages, Dynamic Contents, Script includes, Business Rules,UI Macro’s, ACL’s, UI Action, Client Scripts & Ui Policies.

· Excellent Reporting Skills

· Custom Charts, Database views, Standard Reports,Notifications

· User, Group and Role Administration

· Translations of over 13 languages and completely translated the portal for ESS users.

· Configuring Email Properties, creation of Email Notifications for Multi language support.

· Creation of Tables & Colums

· Service Now version/Patch Upgrades

· Manage data with Tables, the CMDB, Import Sets and Update Sets

· Creation of Workflows for different Modules.

Client: National Geographic

Duration: Oct’14 –Mar ‘15

Responsibilities:

· Responsible for creating and maintaining functional and technical design documents

· Responsible for gathering client requirements and preparing business requirement documents

· Bugs and code fix in the script.

· Customization of Incident Management Process.

· Moving Changes from Instance to instance, creating SLA’s and Validation.

· Tested many scenarios in the Bomgar and Nimsoft Integration and implemented minor fixes.

Provided Support on Nimsoft Integration with Service Now Integration