RAUSHAN KUMAR

An ambitious and enthusiastic personnel with over 14 years of hands-on experience in the IT industry involved in providing ITIL, IT Service Management and HR Solutions for the enterprise with expertise in the ServiceNow and alignment with various business processes. Industry Certified with ITIL Foundation and ServiceNow CSA, CAD and ArchX with focus on ITSM, HRSD, CSM technology domains in ServiceNow technology. Solid working experience on different modules and functions of IT delivery and management. Good knowledge and understanding of ITIL and GxP processes. Knowledge of multiple technologies and frameworks like ServiceNow, ECM Document management SAP SuccessFactors, SAP HANA plus integration methodology REST and SOAP. Enhanced personal skills by continually providing training and off-site for technical courses. Currently working as a Platform owner for ServiceNow application at Viking Life Saving Equipment A/S, Denmark. Tremendous problem solving and troubleshooting skills, leadership qualities, strong analytical, organizational, multitasking, execution skills and presentation skills with ability to co-ordinate activities and interact with business users in a fast-paced team environment and ensure delivery within time frame. Magnificent verbal and written Communication, Strong experience interacting with clients, end-users, requirement gathering, understanding requirements, analyzing solutions. Ability to work in tight schedules, mentor and team player with strong aptitude towards interpersonal communication with ability to work in team and independently.

Self-motivated professional successful in seizing viable opportunities for expansion and innovation in business. Background in increasing profits, reducing costs, and transforming customer service standards. Experienced in leading and supervising operational and sales teams.

• B Tech (Electrical), KIIT(U) Bhubaneswar, India, 09/01/05, 09/01/09, 8.24
• Intermediate of Science, St. Xavier's College, Ranchi, India, 01/01/03, 12/31/03, 70.33
• Higher Secondary CBSE, Gyan Bharti Public School, Darbhanga, 01/01/01, 12/31/01, 87.40

• Consultation, Architecture, Implementation, design and development.
• A Technology enthusiast with experience on implementing end-to-end Service Catalog, Incident Management, Knowledge Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.
• Design and engineer solutions leveraging all appropriate components offered by ServiceNow to answer the needs for business workflows, ticketing system/solutions or other ITSM or HRSD or CSM requirements.
• Post roll out production support. Experience of handling Bug Fixes and Enhancement requests.
• Knowledge of working with different kind of scripts in ServiceNow and their order of execution.
• Experience working with email notifications, inbound actions, reports, gauges, and home pages.
• Experience on creation of catalog items, wizards, record producers, interceptors, user guide.
• Working on creation and customization of complex workflows and custom workflow activities, pages, widgets, dashboards and performance analytics.
• Worked with transform maps, data sources and different transform scripts for data loads and management.
• Worked with different Integrations from and to ServiceNow, like SAP, SAP SuccessFactors and CRM applications using REST/SOAP webservices.
• Experience with implementing configurable SLA management and License management.
• Experience with Virtual agent designer, AI search, AI summary and various Gen AI capabilities.

• Provide product knowledge training to all new recruits, including all account executives to keep them inform of new product development, product launches, technical requirements and specifications.
• Collaborate in team sales presentations of high-level technical complexities with strong emphasis on helping the sales team to win new contracts and/or increasing business with existing accounts.
• Train new technical and business consultant related to process and technology, have a deep knowledge of technology and thus able to make relation with business values and technical knowhow.
• Maintain a high degree of morale and efficiency by providing ongoing support and motivation to IT system and maintain the good quality in resolving the problems and documentation.
• Knowledge management by creating the KEDB solution database and managing with the help of team members. Involved in creation of WIs for the day to day operations related to known error/incidents or service requests.
• Actively work for Incident management and Problem management. Ensure deliverables with respect to Service requests, incident and Problems, also to ensure with the team to follow the agreed SLA with customer as well as third party/vendors.

• Platform Owner and Architect, Viking Lifesaving Equipment A/S, Place, Denmark, Denmark, 12/01/17, Present, Heading ITSM, ITOM, SPM, CSM, HRSD and various Business applications domain practice for Viking technical or functional business., Functional as enterprise architect for team, management of ServiceNow applications and solution architecture for VIKING’s business users, customers, partners as well as users in the IT organization. This includes understanding and scoping of the business opportunity, preparation and recommendation of solution and planning of development., Collecting input from relevant parties and use process and system knowledge to present possibilities to different stakeholders and decision makers., Staying up to date on new trends and possibilities within the business area, and present possibilities to business responsible., On own initiative suggest new ways of utilizing ServiceNow ITSM, CSM, ITOM, HRSD, SPM modules (new features/better processes etc.) for business, as well as internal processes in the team/IT., Follow the scrum guideline and agile methodology for backlog clearance for CR and also using the same for project model., Secure all ServiceNow development is according to VIKING’s ServiceNow development guidelines., Secure documentation is created and used on appropriate level., Sparring with users and business process owners for inspiration and discovering of opportunities for potential new projects within ServiceNow area., Presentation of ideas and new opportunities to business owners and relevant parties., Keeping updated on business and technological trends within ServiceNow area., Give input to and continuous improvement of internal processes and tools., ServiceNow Implementation and product release cycle, testing and using ATF for business processes.
• Associate Technical Architect/SDM, HCL, Place, Denmark, Denmark, 06/01/17, 12/01/17, Responsible for ongoing project/service managements, technical design/architecture and also work with my prior technical and product knowledge on the ServiceNow implementation (Helsinki and Istanbul release) and design for the customer including various processes like Service Catalogue management, Incident Management, Problem Management, Change management, Access Management, Request fulfilling, CMDB design, Asset and Event management, Financial and capacity management, Business relationship management, ITOM processes (discovery, service mapping, event management), MFA and SSO authentication.
• Advanced Solution Developer, NNIT, Place, Czech Republic, Czech Republic, 03/01/16, 06/01/17, Configuration and development of applications supporting business processes in the Life Science industry., Training related to various validated environment for different pharma customers., Roadmap, strategy, planning & design for ServiceNow implementation from process capability., Assessment for all ITSM help desk processes., IT Service Operations and ITSM process assessment included Configuration, Change, Incident, Problem, Release & Deployment, Portfolio & catalogue Service Request Fulfilment analysis., Technical/architecture Solution Design., Act as a technical advisor towards customers, including approaching development ideas towards the Vendor.
• Worldwide Technical Engineer, EMC, Place, India, India, 07/01/14, 03/01/16, Strong analytical and troubleshooting skills., Strong deductive logic, decision making & analytical skills., Strong organizational, interpersonal & communications skills.
• NOVARTIS (Wipro), Place, India, India, 02/01/10, 06/01/14, To gather the information from client about the requirement and discuss the topics within the Team for the open concerns/questions., Installation/Configuration of CS and AS for any new application., Creating UNIX SHELL SCRIPT for various requirements from the client and deploy it into Dev, QA and then Prod., Look after the Platform related issue and monitor the housekeeping and monitoring for all the related servers and do the corrective action., Consult Third Party for any support, which is out of scope for us.

• Responsible and owner for the IT ServiceNow system, operation, development and leading the team of developers and operations to deliver best in class experience to business.
• Stakeholder management with business and understanding the business requirement to prioritize and covert this into idea and demand cycle.
• Vendor management with respect to development, sprint planning, project planning adhering to cost and timeline.
• Ensure smooth operations by creating work schedules for colleagues with timelines, priority and specification guidelines for day-to-day operation of the IT system.
• Involved in Change Management and ensure the Request for Change and timelines addressed properly during the CAB/ECAB meetings with client/stakeholders. Involved in PIR after the change has been performed and do the regression testing for the application.
• Conduct on-site meetings to discuss project progress with project groups and troubleshoot and resolve any issues/problems impeding smooth workflow or project deadlines.
• Worked and collaborate within the team for release and deployment management internally as well as with third party vendors.
• Gathering requirements and converting BRD’s into technical requirements. Created design patterns & implementation plans for product or solution enhancements.