SHEETAL AJMERA
Fremont,CA
Summary
- ServiceNow consultant having 13 years of professional experience working with top global IT firms. Have a strong business aptitude along with a vast array of technical skills with exceptional communication, collaboration & team building skills.
- Currently responsible for managing ServiceNow on premise implementation for Apple Inc., leading a team of 13 professionals providing 24x7 technical support and handling urgent/critical issues daily.
- Hands on experience on multiple ITSM tools like ServiceNow, BMC Remedy and IBM Tivoli, with a strong foundation of ITIL framework.
- Experienced in gathering business requirements and implementing business processes in ServiceNow.
- Configured and created business rules, UI Policies, UI Actions and Client Scripts, Notifications, UI Macros, Script includes, Script Actions, ACLs and SLAs in ServiceNow.
- Completed Vendor Risk Management training from ServiceNow.
- Implemented ServiceNow HRSD Module end to end.
- Worked on UI builder to customize HR agent workspace.
- Implemented Employee Documents Management Module.
- Experienced on ServiceNow integration with web services (REST & SOAP), LDAP, SSO, configuration management (SCCM) and monitoring tools (SCOM).
- Experienced in troubleshooting and end to end testing of business workflows and complex integrations.
- Experienced in monitoring ServiceNow health indicators, identifying & reporting unusual trends, and resolving performance issues.
- Documented user guides and conducted sessions on user training.
- Expertise in various aspects of Software Development Life Cycle (SDLC) methodologies including requirement and defect analysis, enhancements & automation to enhance application health, scoping & quality assurance.
- Implemented Performance Analytics which includes creating indicators, Breakdown, Source and Dashboards.
- Extensive experience in interacting with the client in gathering and understanding business requirements.
- Excellent team player and possess good interpersonal and communication skills.
- Proactive and capable of taking initiative and lead when need arises.
Overview
14
14
years of professional experience
1
1
Certification
Work History
ServiceNow Technical Lead
Infosys Limited (Apple Inc)
05.2012 - Current
- Ensuring end-to-end maintenance and stability of ServiceNow starting from Root Cause Analysis, Troubleshooting to Code Fixes
- Taking care of critical, high priority and business impacting issues while making sure the team provides 24x7 support
- Worked on end to end HRSD implementation includes creating HR template, HR details, HR services, Catalog, Record Producer etc
- Working with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow
- Cloning and migration of various environments
- Upgrading ServiceNow versions
- Using JavaScript to create business rules, client scripts, UI policies, UI Actions, script includes, scheduled jobs, workflows, Flows, transform maps, etc
- Integrating ServiceNow with internal Apple application using JavaScriptProbe and MID Server feature to support attachment movement from ServiceNow to the application
- Working on Scripted REST APIs to enable customization over existing ServiceNow capabilities
- Working on Service catalog including request item creation, task routing and workflows to manage processes
- Driving process compliance by documenting user guide, process workflows, integration steps and training guides for end users and team members
- Leading client facing activities to discuss major release plans, upgrades and scheduled activities
- Working on performance improvement via optimizing DB query and scripts.
ServiceNow Senior Developer
Infosys Limited - Archroma (Clariant)
11.2013 - 12.2015
- Requirement gathering, analysis, estimation and re-framing into ServiceNow requirement templates
- Communicating and clarifying client requirements to the team and transfer knowledge for development and support
- ServiceNow administration, development and production support
- Design and document solutions for enhancement requests using best practices defined under ITIL framework
- Customization of Incident Management, Problem Management, Change Management applications and implementation of Service Catalog and Configuration Management (CMDB)
- Creating and configuring UI Policies, UI actions, script includes, scheduled jobs, import sets, workflows and transform maps
- ServiceNow support by troubleshooting, implementing bug fixes and root cause analysis
- ServiceNow version upgrade from Calgary to Fuji for ServiceNow cloud environment
- SSO, LDAP and SCCM database integration with Service Now.
IBM Tivoli Admin and Developer
Infosys Limited (Harley Davidson)
05.2012 - 10.2013
- Leading transition of project from Client to our team
- Solely handling over L1 tasks to service desk
- Configure and develop reports through BIRT and within Maximo, based on the client requirements
- Handle client calls to discuss issues and provide resolutions
- Application server maintenance for the tool
- Develop new process workflows in IBM Tivoli and customize existing ones
- Used flat files, XML and web services integration to export and import data in TSRM.
Associate Consultant (ITSM)
Tech Mahindra (British Telecom)
10.2009 - 04.2012
- Development of incident and problem management modules on BMC Remedy ITSM, based on User Stories captured in STROM
- Creating workflows, active links and filters as per business process requirements
- Providing support for the application and gathering business requirements to implement enhancements that meet business needs
- Attend client calls to understand the requirement and provide inputs on technicalities
- Documentation including low level design, release notes, user guide
- Created test cases for unit testing and handed over to test team.
Education
Bachelor of Engineering -
SGSITS
05.2008
Skills
- Programming/Scripting: JavaScript, SQL, Shell Scripting
- Tools: ServiceNow, BMC Remedy, IBM Tivoli, ServiceNow HRSD
- Database Tools: SQL Developer, MySql
- Operating Systems: Windows, Linux, Mac OSX
- Software Methodologies: Agile, SDLC
Websites
Certification
- ServiceNow Certified Application Developer
- ServiceNow Certified System Administrator
- ServiceNow Certified Implementation Specialist - Human Resources
- ITIL V4
- ServiceNow Certified Implementation Specialist - Vendor Risk Management
Hobbies And Interests
- Travelling
- Cooking
- Reading technology
Mailing Address
5048 Castlewood cmn, Fremont, CA, 94536
Personal Information
Date of Birth: 04/19/1986
Timeline
ServiceNow Senior Developer
Infosys Limited - Archroma (Clariant)
11.2013 - 12.2015
ServiceNow Technical Lead
Infosys Limited (Apple Inc)
05.2012 - Current
IBM Tivoli Admin and Developer
Infosys Limited (Harley Davidson)
05.2012 - 10.2013
Associate Consultant (ITSM)
Tech Mahindra (British Telecom)
10.2009 - 04.2012
Bachelor of Engineering -
SGSITS
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