Vivek L.
Senior ServiceNow Consultant | 10+ Years of Experience
Experienced Senior ServiceNow Consultant with 10+ years of IT experience, specializing in ServiceNow consulting, implementation, configuration, customization, integration, and platform optimization.
With Aegis Softtech Since: April 2016
No. of Projects: 26+ Projects
Language: English – Fluent | Hindi – Fluent
Professional Summary
Proven expertise in designing and delivering scalable ServiceNow solutions aligned with business and IT service management requirements. Strong experience working with stakeholders across business and technical functions, translating business requirements into effective ServiceNow solutions, and managing end-to-end implementation and enhancement initiatives.
Certified in ServiceNow CIS – ITSM and CIS – ITOM, with comprehensive knowledge across key ServiceNow modules including IT Service Management (ITSM), IT Operations Management (ITOM), Customer Service Management (CSM), Human Resources Service Delivery (HRSD), Strategic Portfolio Management (SPM), and Governance, Risk & Compliance (GRC).
Experienced in ServiceNow development, administration, process automation, workflow design, integrations, incident/problem/change management, CMDB, discovery, service mapping, reporting, dashboards, and platform governance.
Core Service Now Expertise
IT Service Management (ITSM)
IT Operations Management (ITOM)
Customer Service Management (CSM)
Human Resources Service Delivery (HRSD)
Strategic Portfolio Management (SPM)
Governance, Risk & Compliance (GRC)
Professional Experience
- Lead ServiceNow implementation, enhancement, configuration, and support engagements across multiple business functions.
- Analyze business requirements and translate them into scalable ServiceNow solutions.
- Conduct requirement workshops with business stakeholders, process owners, technical teams, and senior management.
- Design solutions in accordance with ServiceNow best practices and organizational standards.
- Configure and customize ServiceNow applications, modules, forms, workflows, flows, business rules, client scripts, UI policies, and ACLs.
- Design and implement automated workflows using Flow Designer and Workflow Engine.
- Develop and maintain ServiceNow integrations with third-party and enterprise applications.
- Work extensively with REST/SOAP APIs, integration interfaces, import sets, transform maps, and data exchange mechanisms.
- Manage CMDB data, CI relationships, discovery processes, and service mapping activities.
- Configure and optimize ITSM processes including Incident, Problem, Change, Request, Knowledge, and Service Catalog.
- Support ITOM implementations involving Discovery, Service Mapping, Event Management, and CMDB.
- Develop ServiceNow reports, dashboards, performance analytics, and operational metrics.
- Perform platform upgrades, application enhancements, defect resolution, and production support.
- Conduct root-cause analysis for complex technical and functional issues.
- Establish development standards, code review practices, and platform governance.
- Collaborate with cross-functional teams to ensure successful deployment and adoption of ServiceNow solutions.
- Provide technical guidance and mentorship to junior ServiceNow developers and consultants.
- Participate in UAT, deployment planning, release management, and post-production support.
- Ensure solutions meet security, performance, scalability, and maintainability requirements.
Key Responsibilities
- ServiceNow solution architecture and technical consulting
- Business requirement gathering and analysis
- Process design and optimization
- ServiceNow configuration and customization
- Technical documentation and solution design
- Application development and automation
- Integration development
- CMDB and ITOM implementation
- ITSM process implementation
- ServiceNow Data migration and transformation
- Upgrade and release management
- Production support and troubleshooting
- Stakeholder management
- Technical leadership and team mentoring
Technical Skills
ServiceNow
ITSM, ITOM, CSM, HRSD, SPM, GRC, CMDB, Service Portal, Service Catalog, Knowledge Management
Development & Configuration
JavaScript, Glide APIs, Business Rules, Client Scripts, UI Policies, UI Actions, ACLs, Script Includes, Data Policies, Notifications, Events
Automation
Flow Designer, Workflow, IntegrationHub, Approvals, Scheduled Jobs
Integrations
REST API, SOAP API, MID Server, Import Sets, Transform Maps, Web Services, Third-Party Integrations
ITOM
Discovery, Service Mapping, Event Management, CMDB, CIs, Relationships, MID Servers
Reporting
Reports, Dashboards, Performance Analytics, KPI Monitoring
Database & Data
Data Migration, Data Import, Transform Maps, Data Validation, CMDB Data Management
Service Management Expertise
Key Professional Strengths
- Strong ServiceNow functional and technical expertise
- 10+ years of overall IT experience
- Excellent stakeholder and client management skills
- Strong analytical and problem-solving capabilities
- Experience in end-to-end ServiceNow implementation
- Ability to translate complex business requirements into practical technical solutions
- Strong understanding of ITIL processes and IT Service Management
- Experienced in leading technical teams and implementation activities
- Strong communication, documentation, and presentation skills
- Focus on platform scalability, automation, governance, and continuous improvement
Professional Profile
Name: Vivek Ladani
Designation: Senior ServiceNow Consultant
Overall Experience: 10+ Years
Primary Platform: ServiceNow
Certifications: CIS-ITSM, CIS-ITOM
Core Modules: ITSM, ITOM, CSM, HRSD, SPM, GRC