ESHANAND BHAT
London
Summary
ServiceNow application consultant, architect and developer having expertise in IT service and operation management architecture, design, process and implementation.
Software professional with 11 years of experience in implementation of IT services to enable ITIL framework with IT infrastructure transitions & consultancy for multiple fortune 500 clients.
Proficiency to implement IT services and operation management solutions from strategy & design to enhance business operation efficiency.
Overview
13
13
years of professional experience
1
1
Certification
Work history
Assistant Consultant
Tata Consultancy Services
London, United Kingdom
09.2018 - Current
- Architect, designed and implemented large and complex projects to optimize business operational services for multiple clients like NatWest Group and Virgin Atlantic Airways.
- Implemented multiple processes like Incident, Problem, Change, Service Request, Release, Human Resource Management and Customer Service Management.
- Experience working on ITOM, ITAM, CMDB and SAM in ServiceNow to manage business operations and service management of clients.
- Implemented multiple third-party integrations with ServiceNow using different methodology like REST, SOAP, LDAP, JDBC, Email Integration, Data Source, Integration Hub, Service Graph Connectors, etc.
- Recently, Integrated ServiceNow with Oracle Fusion, Microsoft Intune, Quintiq Workforce Management, Adobe Campaign Management, Oracle EBS, SharePoint, CRM tool, SolarWind Monitoring Tool, EMRO
- Implemented JML & Role Based Access Provisioning (RBAC) process form multiple UK based clients in ServiceNow.
- Planned and monitored ServiceNow tool upgrade to latest Washington DC and Yokohama version with Next Experience User Interface successfully.
- Defined technical use cases by correctly understanding business requirements from clients.
- Prepared proposals outlining requirements, potential solutions and timelines to achieve objectives which increased sales by 35%.
- Identified inefficiencies and recommended technical & functional design changes which increased operational performance by 40%.
- Optimized system security and performance with proactive changes.
- Worked with users to determine areas in need of improvement.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Made recommendations regarding infrastructure overhauls.
- Resolved technical disputes between internal and external stakeholders with 40% positive outcome.
- Prevented productivity losses through effective resolution of roadblocks identified by scrum team.
- Ensured quality standards by testing software, using unit and integration testing methodologies.
- Created technical and functional design documents to guarantee consistency in development and engineering solutions.
- Standardized job tasks and trained junior team members on best practices and standards of ServiceNow.
Lead Consultant
Wipro
Pune, Maharashtra, India
07.2018 - 08.2018
- Implemented Incident and Service Request Management for UK based banking client.
- Implemented multiple third-party integrations with ServiceNow.
Senior Cloud Operation Analyst
Accenture
Pune, Maharashtra, India
01.2016 - 07.2018
- Worked as ServiceNow consultant and application developer for multiple clients like UBER, HSBC bank, British Airways & Enbridge.
- Implemented processes like Incident, Problem, Change, Service Request, Release management in IT Service Management domain.
- Implemented financial service processes like Invoice Processing, Invoice Query, Record to Report and Order to Cash.
- Implemented Human Resource Service Management.
- Implemented General Data Protection Regulation in ServiceNow.
- Implemented custom intelligent auto work assignment application for IT Service Management processes.
- Implemented multiple third-party integrations and tool configurations with ServiceNow.
- Experience working in domain separated ServiceNow environments.
- Planned and monitored ServiceNow upgrades to Fuji, Geneva & Helsinki
- Reduced organizational operating costs by automation and streamlining processes.
- Developed and presented demonstration to multiple Fortune 500 clients to increase sales of business solutions.
- Created technical & functional design documents for client projects.
Senior System Executive
Cognizant Technology Solutions
Pune, Maharashtra, India
11.2012 - 12.2015
- Worked as ServiceNow application developer to design, develop and implementation of IT Service Management for multiple clients like Credit Suisse and Lloyds Bank.
- Implemented multiple processes like Incident, Problem, Change, Release and Service Request Management.
- Implemented multiple third-party tool integrations with ServiceNow.
- Created technical and functional design documents for client projects.
- Documented process flows and developed technical requirements from business use cases from clients.
- Worked in L3 level support which includes new enhancements, planning releases, deploying changes and resolving incidents & problems.
- Planned and monitored ServiceNow tool upgrades to enhance and improve business operations and maximize user experience.
Education
Bachelor of Technology - Mechanical Engineering
Dr. Babasaheb Ambedkar Technological University
Mumbai, Maharashtra, India 04.2001 -
Skills
- ServiceNow application Architect, Consultant and Developer
- Experience working with clients on implementation of ServiceNow applications like ITSM, CSM, HR, CMDB, ITOM, ITAM and SAM in ServiceNow
- Integration specialist with experience in integrating ServiceNow with third party tools using multiple methodology like REST, SOAP, LDAP, JDBC, Integration Hub, etc
- JavaScript, Service Portal, Flow Designer, HTML5, XML, CSS3, AJAX, jQuery, JSON, Jelly Scripting, Bootstrap, Web designing
- CMDB and Asset Management
- Agile Methodology and ITIL processes
- Technical and Functional project document writing
Accomplishments
- Successfully implemented ITSM business processes like Incident, Problem, Change, Release, Service Request Management and multiple third-party tool integrations for Credit Suisse and Lloyds bank and had received On Spot Employee Award for my role in overall implementation.
- Successfully implemented multiple business operation process of Financial, HR, ITSM for multiple clients like UBER, HSBC, Enbridge, etc. Reduced organizational operating costs by automation and streamlining processes. Received Star of Business Awards from Accenture for my role in increasing sales of business solutions by presenting demonstration to multiple Fortune 500 clients.
- Successfully implemented ITSM and CSM application processes for multiple UK based clients. Reduced organizational operating costs by automation and streamlining processes. Prepared proposals outlining requirements, potential solutions and timelines to achieve objectives which increased sales by 35%. Identified inefficiencies and recommended technical & functional design changes which increased operational performance by 40%. Received multiple awards from TCS for my role in increasing sales of business solutions, solution architect and consultancy.
- Successfully implemented GDPR requirements of multiple UK based clients in domain separated ServiceNow tool.
- Successfully implemented the integration of ServiceNow with Oracle, Share Point, Azure DevOps, EMRO and CRM applications to automate the user access provisioning and removal of new onboarding and exiting employees as part of Role Based Access Control (RBAC). With this integration, manual intervention got removed completely which resulted in removal of all sorts of operational delays and uncertainty in access provisioning and removal of eligible users. It resulted in user access provisioning/removal getting processed more efficiently and accurate without any errors. It automated the processing of 25000+ tasks quarterly approximately.
Certification
- ServiceNow Certified Implementation Specialist.
- ServiceNow Certified Application Developer.
- ServiceNow Certified System Administrator.
- AXELOS certified ITIL v3 Foundation.
Award & Appreciations
- On Spot Employee Award from Tata Consultancy Services, October 2024
- Star of Team Award from Tata Consultancy Services, July 2024
- Services Commitment Award from Tata Consultancy Services, November 2023
- Star of Month Award from Tata Consultancy Services, December 2022
- Services Commitment Award from Tata Consultancy Services, November 2021
- Star of Team Award from Tata Consultancy Services, July 2020
- Star of Month Award from Tata Consultancy Services, March 2019
- Star of Business Award from Accenture, July 2016
- On Spot Employee Award from client Credit Suisse Bank in Cognizant Technology Solutions, April 2015
Timeline
Assistant Consultant
Tata Consultancy Services
09.2018 - Current
Lead Consultant
Wipro
07.2018 - 08.2018
Senior Cloud Operation Analyst
Accenture
01.2016 - 07.2018
Senior System Executive
Cognizant Technology Solutions
11.2012 - 12.2015
Bachelor of Technology - Mechanical Engineering
Dr. Babasaheb Ambedkar Technological University
04.2001 -
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