Udai Ch

Email: [email protected]
Mobile: +91-9014465931

Professional Summary:

• Over 9+ years of IT experience and 7 years of in-depth knowledge of the technical implementation of ITSM, ITOM, ITBM
which includes Flow Designer, GRC, PPM, Security Operations, Incident Management, Change Management, Problem,
Service Catalog, Asset, CMDB, knowledge, Integrations, Orchestration, Certificate Inventory Management, SAM PRO,
Hardware asset management, HR, Vulnerability Response, Security Operations
• Worked with customization of Service Catalog (Demand Management), Timecard, Project & portfolio Management &
Financial Management Application.
• Good Knowledge on the ITSM/ ITIL Framework.
• Worked with Agile Methodology 2.0 in ServiceNow
• Provided production support to end users.
• Familiar with different ServiceNow releases Geneva, Helsinki, Istanbul, Jakarta and Kingston.

PROJECT EXPOSURE:

Senior Consultant Capgemini Technology India LTD Oct 2021 – July 01

• Expertise on creation of workflows for Service Catalog items in Service-Now.

• Worked in developing Flow Designers for AD, Azure AD and Server Access automations from ServiceNow to Servers and
AD
• Implemented GRC Module and worked on Risk Events, Tasks, Risk assessments, notifications, policy exception requests
• Worked on Business Continuity Management (BCM) module, workbench
• Worked on announcements to provide updates to employees in the pandemic time.
• Built PowerShell, Bash scripts as part of automations
• Worked on Vulnerability Response and related ATFs creation and Quick start tests
• Worked on Agent Workspace and creating custom widgets on service portal
• Provided production support to the client on resolving user issues on the fly through on-call scheduling
• Worked in building Software Asset Management Professional (SAM PRO) setup, activating the publisher pack
• Worked on ITSM modules to make few customizations to workflows on urgent change
• Create change approval policies for different types of changes Uses Risk management to define the loss of Facilities
management
• Created Dashboards and reports
• Worked on flow designer automations, wen services and integrations
• Created data sources and loaded the Service-Now tables with different data formats
• Created transform maps both automatic field mapping and scripting, worked on Asset Management and loaded the
data into it.
• Wrote, designed, and produced many statements of work, requirements definition documents, workflows diagrams and
project plans.
• Did the end-to-end implementation of portfolio management including Demand, project, resource plans and compete
time tracking (timecards/timers)
• Worked on configuring, customizing, and enhancing project portfolio management (PPM) module and integrated with
user interface to ServiceNow.
• Worked with web services integration (SOAP, WSDL, REST)
Environment:
 ❖ Platform: Windows, Service now- London, Madrid, New York, Orlando, Paris.
❖ Tools: Service now, Zen Hub, Jira, Wiki, Postman, AWS, DBeaver.
❖ Coding Skills: Java Script, HTML, XML, JSON, NodeJS, Java.

Senior Software Engineer -Acuvate Software Pvt Ltd. Mar 2019– Sep 2021

• Worked with ITOM (Certificate Management and Inventory, security operations, Event Management, Agent Chat,
Hardware, and Software Asset Management), ITBM (Project Portfolio Management (PPM), Agile Methodology)
• Involved in development of Service catalog which includes creating new catalog items and designing workflows for
Change management, Request management, Project management
• Involved in customizing OOB ServiceNow base applications as per customer needs and actively helped the customer to
maintain the instance by doing regular cloning of PROD to the Sub-Prod Instance
• Was involved in the requirements gathering meeting with clients and stakeholder
• Worked on Vulnerability Groups and Vulnerability items closure
• Cloned PROD to DEV and TEST
• Worked with Script include and client script to mobile scan devices as part of Asset management
• Worked with REST, SOAP webservices
• Involved in script debugging
• Worked with Automation – Orchestration workflows
• Attended client meetings and made on the fly customizations based on requirement
• Created Dashboard views, updated existing workflows and created few
• Extensively worked on CMDB and has good understanding on Configuration Items (CI's), CI relation and MID Server
installation and clustering of MID Server and worked on Discovery application to discover Cis from the enterprise
network of the company
• Created Tables, validations on the form which involved creating client scripts, script includes.
• Created Data sources, transform maps, transform scripts for getting the vulnerability records through JSON, SFTP into
Servicenow
• Worked on Access Control List scripts, UI Action Scripts, Business Rules, Background Scripts
• Worked on Vulnerability Groups and Vulnerability items closure
• Involved in upgrade from Istanbul to Kingston and resolving the issues post upgrade
• Worked with Integration of SolarWinds, Zendesk, Thousand Eyes
• Worked with clone and upgrade of instances from New York to Orlando
• Completely modified the Hardware Asset Management
• Experience in setting SCCM setup in ServiceNow as part of SAM process

Environment:

❖ Platform: Windows, Service now- Istanbul, Jakarta.

❖ Tools: Service now, JIRA, TFS.
❖ Coding Skills: Java Script, HTML, XML.

Service Now Developer / Administrator (Clayton Homes) Oct 2018 – Feb 2019

• Experienced in the analysis, development, and automation of various ITSM processes including Incident Management,
Change Management, Asset Management, Service Request, Configuration Management including setup and
configuration of MID Server and Configuration Item Discovery
• Working with client and functional requirements within Service Now and Facilitating rollout of new applications and
modules.
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Interacted with the Asset Management Users to analyze the business process and gathered the requirements, made
necessary changes to schema objects to fulfill their reporting and business needs.
• Implement Service-Now customization including, but not limited to, Client Scripts, UI policies, UI Actions, Script Includes,
Business Rules, workflow administration, report setup, and data imports and exports.
• Assist in the definition of business requirements and provide definitions and updates of system design documentation.
• Service Now application development; including creation and configuration of Service Catalogs, Email Notifications, Data
imports and exports and Reports.
• The service we also provide to clients is a semi managed service for administering their Service desks that has been
implemented. This includes various administration tasks within Service desk software.
• Created Buttons and context menus both on form and lists using UI actions
• Designed many email templates by using html and jelly scripting and used them in notifications
• Created new Business Rules/Script Includes/Client Catalog script/Client Script.
• Created transform maps for importing CMDB data.
• Extensively performed Architecting, Analysis and design the usage of BMC CMDB, and Asset Management modules and
deployed globally
• Worked on business requirements and technical specifications for ITSM platform.
• Worked on the integration of Service Now with Siebel, integrated Service Catalog, and Incident module. Worked in
performing day to day administration/developing of Service Now application, including making approved changes to
process and workflows, building reports, managing data, personalizing lists, content management and technical support.
• Involved in development of Service catalog which includes creating new catalog items, designing workflows for Change
management.
• Created SLA and OLA for 3rd party applications like WIPRO, Enterprise
• Created background scripts for multi closing of random tickets
• Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem,
Knowledge, Service Catalog and CMDB in ServiceNow.
• Worked with Service Catalog and Incident Management customizations.
• Worked in translations. ServiceNow items, categories, catalog items, notifications, messages are translated to 19
different languages.
• Done Imports from Excel, XML and so on using Import sets, Import form XML.
• Performed migration activities (Dev to test instance, test to Prod) using Update-Sets, Worked with Instance cloning.
• Worked on integrating Service Now with LDAP and SSO Implementation.
• Worked on creating workflows and editing, Created SOP for Incident and catalog managements.
• Worked on knowledge articles, created around 30 knowledge articles.
• Expertise functional knowledge and implementation experience of ITSM frameworks and demonstrated project
management skills and experience working directly with Customers and clients.
• Made the tasks like installing, configuring, modifying, maintaining, administering applications, networks, databases, and
other systems for Service Now and other assigned applications
Environment:

❖ Platform: Windows, Service now (SaaS) – Eureka, Fuji Release.

❖ Tools: Service now.
❖ Coding Skills: Java Script, Ajax, XML, Web Services, SOAP, Encryption.

The Hertz Corporation (Oracle ERP Programmer) Augl2017 – Sep 2018

Starwood Hotels & Resorts (Oracle ERP Programmer) Sep 2015– Aug 2017
Core Competencies:
Area Skills

 Programming
Angular JS, Java Scripting
Languages
 Platforms ServiceNow, SDLC
 Web Technologies HTML, CSS, JavaScript, jQuery, Ajax, XML
 Databases Microsoft SQL Server, Oracle, MySQL
 Technologies Agile, Scrum, Design Patterns, ITIL, CSP, Android
Eclipse, AMDOCS, Crystal Reports, SQL Developer, Microsoft Visual Studio, MS Office, Client
 Other Tools
Script/Calling server side, code using Glide Ajax in Client Script, Server-side scripting.
 ITIL ITIL, ServiceNow, SCR, ITSM and LDAP