Mayur Malhotra

PROFILE SYNOPSIS

• Certified ITIL Professional with a history of developing strategy, direction, and governance processes utilizing ITIL V3 practices
• Ability to handle complex ServiceNow ITSM deployments including Incident, Problem, Change, Service Catalogue, Knowledge modules, and integrations aligned to industry best practices and translating functional & technical requirements into implementation work packages.
• Competent in ServiceNow CSM deployments, including Case, Order, Field Service Management, Agent Workspace, Advanced Work Assignment, CSM Service Portal, Virtual Agent Chat, and Integration with Teams. Operates relentlessly with ServiceNow ITOM deployments, covering Discovery, Event and Certificate Management, Service Mapping, and CMDB(Import set, Discovery, REST API).
• Proven track record of creating strategy, direction, and governance procedures using ITIL standards with experience in building scrum methodologies to transform goals into scalable solutions that satisfy clients' expectations.
• Excellence in developing, installing, and troubleshooting Scoped ServiceNow application while managing the implementation, administration, configuration, development, and customization of core applications in an enterprise environment
• Excels in providing IT support including envisioning usage of new technology and tailoring its usage for desired results. Well-versed with Information Security, Virtualization, Cloud Technology and Service 
• Skilled in ensuring smooth infrastructure operations to meet requirements (current & future). Capability to assess existing technologies and increase infrastructure’s performance and security 
• Verifiable experience in Project Management including project planning, progress monitoring and delivery within defined scope, budget and timelines
• Exceptional People Management skills having motivated high-performance teams for delivering project excellence and trained new hires on process and service desk tools. Demonstrates communication skills; interface with stakeholders, vendors, and clients to define objectives & specifications as per paramount quality, timeframe, and budget

NOTEWORTHY HIGHLIGHTS

• Piloted the implementation of Live Agent Chat module for Crowley due to which customer provided minimum 40 hours support per month for 1 year for ServiceNow Development
• Handled migration of CA Service Desk to ServiceNow for Mativ (Neenah) in 1 month duration and saved 6 weeks, saving $10000
• Configured multiple automations such as creation, updation, inactivation of user, application, Configuration Item, groups, locations, and group membership using Flow designer, Service Catalog, Python saving minimum 60 hours per month and fostering 100% customer satisfaction
• Configured Virtual Agent for Service Portal Chat reducing the first level agents and costs by 50% 
• Integrated ServiceNow for incidents and tasks with Remedy and other ServiceNow instance to reduce the workload of the agents to work on the multiple applications
• Superintended the configuration of Service Catalog Items with Service Portals for each customer and created knowledge articles/procedures to create catalog requests while managing automations in backend to create/update users
• Implemented incident, change, workflow, and service portal for POC purpose due to which customer ODW Logistics provided the implementation and support contract worth $6000 per month
• Implemented Live Agent Chat for Crowley due to which customer provided implementation and support of $5000 per month
• Enhanced the project timelines for migration of a customer from CA Service Desk to ServiceNow by automating the ETL processes using Python 3.8 by 6 weeks, thus saved $10000 by implementing cost-saving initiatives that addressed long-standing problems

Sr Information Systems Consultant } Lumen Technologies Pvt Limited (Fortune 500) – Bangalore, India   Jan ‘17 – Present

• Implementation, Administration & Maintenance of multi-tenanted ServiceNow IT Service Management Solution covering service request, incident, problem, change, and knowledge management
• Onboarded new customers by gathering their requirement, business issues, and using this knowledge to develop solutions on a multi tenanted Environment of ServiceNow
• Integrated ServiceNow with CA Service Desk, BMC Remedy and other ServiceNow instances using Business Rules, Scheduled Jobs and SOAP/REST API services
• Integrated ServiceNow with Azure Active Directory (AD) for Auto User creation and SAML 2.0 single sign-on (SSO)
• Integrated ServiceNow with ServiceNow using Integration Hub - Remote Process Sync 
• Improved project timelines for migration of a customer f]rom CA Service Desk to ServiceNow by automating the ETL processes using Python 3.8 by 6 weeks, thus Saved $10000 by implementing cost-saving initiatives that addressed long-standing problems.
• Automated service catalog task (Create/Update/Closure) for users and assets using ServiceNow flow designer
• Developed script to change ticket status from pending to active after expiration of follow-up period
• Configured response and resolution Service Level Agreements (SLAs) in ServiceNow for incident and service request management
• Created Email Notifications and Mail Scripts to notify the stakeholders of SLA breaches
• Developed Email Automation to create/update Incidents / Catalog task using inbound email action and flow designer
• Configured Virtual Chat and Live Agent Chat using Virtual Agent topics such as open, search, and escalate tickets
• Developed and delivered customized Service Portal web pages in ServiceNow using HTML and AngularJS JavaScript frameworks.
• Imported and transformed bulk data using Import sets & transform maps in ServiceNow
• Promoted customizations and configurations from development to test, and to production environment using update sets
• Developed unique ATF (Automated Test Framework) for each customer based on varied requirements
• Configured Customer Satisfaction (CSAT) survey using ServiceNow Survey module and scheduled generated of reports
• Created dashboards and custom reporting using ServiceNow Reporting and Performance Analytics modules
• Configured Service Catalog, Order Guide, Record producer, variables, variable sets, and workflows/ flow designer for onboarding new customers. Customized client scripts, UI policies, UI Action, Business Rules, Data Policies, Script includes, Glide Ajax
• Created Access Control List (ACL) rules for forms, tables, modules, and managed groups/roles according to the requirement
• Drove continual improvement in systems operations by building tools and automation
• Developed standardized work processes, tools and methodologies to improve quality and profitability

Projects:- EnerCare, Crowley, SPRIM, Fibronostics, RegAsk, Mativ (Neenah Paper), Sweeping Corporation of America, Arizona Medical Board, Sallie Mae Bank, ODW Logistics

Principal Consultant } Grid Infocom Pvt Ltd – Gurgaon                                                                         Sept ‘16 – Jan ‘17

• Studied organizational systems to identify workflow, communication, and resource utilization issues to provide recommendations 
• Analyzed problematic areas to provide recommendations and solutions
• Diagnosed and troubleshot ServiceNow Business Rules, Client Scripts loading problems and applied solutions to increase operational efficiency
• Provided detailed advice to customers regarding ServiceNow new features
• Gathered requirements and provided solutions to various customers using ServiceNow Service Management Solution
• Worked on client scripts, UI policies, UI action, business rules, and data policies
• Hands on experience in uploading bulk data from sources such as csv, xml, xlsx using Import sets and Transform maps
• Moving all customizations using update sets from development to test and then to production environment
• Created and modified existing workflows using workflow editor
• Customized SLA, notification and notification templates based on events triggered from workflows
• Configured and scheduled of custom graphical and tabular reporting using ServiceNow reporting module and publishing to customer homepage. Configured Service Catalog, Order Guide, and Record producer

Project Manager } HCL Infotech Ltd (subsidiary of HCL Infosystems Ltd) – Noida                                    Jul ‘05 – Aug ‘16

Growth: Technical Consultant (Jul ‘05 – Feb ’13)  Sr. Technical Consultant (Mar ‘13 – Feb ’16)  Project Manager (Mar ‘16 – Aug ’16)

• Led resource planning on projects as per goals and objectives, driving progress by reviewing performance, budgets and timelines.
• Supported presales with effort estimations and POC creation to facilitate presentation for required features for major ITIL processes.
• Administered project scope, timelines, and cost for various Enterprise Management Solution (EMS) projects within $350K budget.
• Identified issues, defects & actions on EMS tools including ITSM, network monitoring, application monitoring & server monitoring.
• Gathered requirements for Incident, Problem, Service Catalog Management and developed solutions in ServiceNow ITSM.
• Managed workflows using workflow editor & configured Service Catalog for asset allocation, credentials & network resource request.
• Configured Response and Resolution SLAs in ServiceNow, and client scripts, business rules, notification, and notification templates.
• Integrated local LDAP using Mid Server installation and customized forms and table for various customers using JavaScript.
• Implemented CA Service Desk, CA Service Catalog, CA EEM, CA Process Automation, CA BI in a distributed environment to meet ITIL Service support and service delivery processes. Implemented Disaster Recovery (DR) and change management process.
• Developed customized reports in CA Business Intelligence using complex queries to meet customer requirements.

Projects:

HCL, Unique Identification Authority of India (UIDAI), PNB, NC3I, SIPL (Sadbhav), RAPDRP Rajasthan, RAPDRP Jharkhand, TCL, MPSDC, Bhopal, Sharjah City Municipality, Sharjah (UAE), Sunpharma, RAPDRP Himachal Pradesh, RAPDRP Rajasthan, Oil & Natural Gas Corporation (ONGC), Security Printing and Minting Corporation of India Limited(SPMCIL), Star Union Dai-ichi, Government of Gujrat- Final Department, Airport Authority of India, Punjab Swan, Oriental Insurance Corporation Ltd, Indian Council of Medical Research (ICMR)

EDUCATION AND CREDENTIALS

2013                 Master of Business Administration in Project Management from Sikkim Manipal University

2003                 Bachelor of Technology in Electronics & Communication from Guru Gobind Singh Indraprastha University

Technical Skills

Trainings & Certifications

Awards

• Recipient of various spotlight and success enabler awards in Lumen Technologies

• Star Performer Award in HCL Infosystems Ltd

Appreciation letter from Punjab National Bank (PNB) for Migration CA Service Plus Service Desk