Rakesh is a cultured IT expert with 6+ years of experience in the design, development, analysis, testing and implementation of dynamic websites, interactive portals and complex online systems following WCAG and W3C Standards. He is a certified Service Now Administrator well-versed in the implementation of end-to-end ITSM suite solutions, IT Infrastructure Library (ITIL), and has exposure to tools like Discovery and Orchestration Environment, and Service Portal Configuration and Customization; converting technical requirements into design patterns and implementation plans for Service Now enhancements.
Provided expertise for Service Now customizations per client requirement; configuring email notifications, handling Change Management for mass updates to CIs in Helsinki and LDAP integrations with Service Now.
Worked with different Access Control Lists (ACLs) and SLAs for various ITIL processes, and utilized ACLs and roles to restrict information to limited users only.
Maintained the integrity of Service Now tools across production and non-production environments; offering production support for all Service Now related issues.
Organized Managed Service Provider (MSP) instances for Service Now and Domain separation for Service Now Instances; working with Sabre's requirements to facilitate the rollout of new applications and modules.
Developed Sabre's Service Now app; configuring service catalogs, email notifications, and implemented Service Now customizations for client scripts, UI policies, UI actions, Script Includes, business rules, workflow administration, report setup, and data imports/exports.
Configured the chat functionality for Service Desk ticketing queues, created transform maps to import CMDB data and wrote scripts includes into business rules and client scripts.
Manipulated processes within the Orchestration environment for the automation of frequently used service requests and coordinated Service Now backend customizations; notifying clients and updating documentation.
Worked in an agile development environment on the Berlin Up-gradation within Service Now; analyzing the impact on existing customizations and providing support for additions and changes to IT services/facilities.
Managed all open incidents, problems and enhancement requests on the Service Now platform; communicating with clients on the status of requests and providing fixes to production issues within the scope of the SLA.