Chandan Shrivastava

• Successfully executed numerous workstream initiatives, encompassing ITSM, ITBM, SPM, DPR, Event Management, UI Builder, and Workspaces.

• Expertly conducted requirement gathering and analysis, followed by precise effort estimation and strategic solution development.

• Spearheaded comprehensive ServiceNow training programs, emphasizing data protection best practices and error reduction.

• Delivering solutions around ITSM,ITBM using Security Incident Module for a Banking client

• Led a dynamic 5-member team dedicated to executing effective solution deployments and system updates.

• Implemented Advance work assignment(AWA) for incident Management, Catalog management,

• Implemented Universal Service Request and integrated with Incident Management and Catalog Management.

• Altiris Integration with ServiceNow.

Responsibilities:

• Requirement gathering, application customization, analysis, and design.
• Successfully upgraded the ServiceNow instance from Helsinki to Jakarta and from Jakarta to London.
• Integrated SCCM with ServiceNow for the WAAS project.
• Performed Helsinki upgrade for Helsinki City (Finland).
• Implemented bi-directional integration between Miradore and Snow.
• Implemented Incident Management based on business requirements.
• Developed workflows for Incident, Change, and Service Catalog to automate organizational processes.
• Configured SLA/OLA on Incident and Service Request tables.
• Involved in post-development support activities.
• Developed the Change Management application as per ITIL standards.
• Prepared Gap Analysis documentation for the Change Management application.
• Worked with the development team to establish Key Performance Indicators (KPIs) and Critical Success Factors (CSFs) for the Change Management application.
• Created Business Rules, Client Scripts, UI Scripts, UI Policies, and UI Actions for the Change Management application.
• Developed workflows for the Catalog Management application.
• Created Process Flow Designer configurations for the Change Management application.
• Generated various group-based reports as per client requirements.

• Engineered region-specific custom scopes within ITSM, enhancing localized service delivery.

• Developed a suite of custom applications and utilities to streamline enterprise operations.

• Crafted robust ITSM processes, including Change Management, Incident Management, and Request Management, to optimize workflow efficiency.