Bikash Hembrom

End-to-end architectural design and implementation of an integrated ServiceNow ecosystem. The project focused on transitioning from reactive IT operations to a proactive, service-aware model by synchronizing ITOM (Event Management), ITSM, and CSM modules to ensure high availability of business-critical services.

• Working on ServiceNow implementations, performing hands-on configuration across modules including ServiceNow ITSM, ServiceNow CSM, and ServiceNow Discovery to deliver scalable and efficient solutions.
• Driving Agile/Scrum delivery practices, actively participating in user story creation, backlog grooming, sprint planning, daily stand-ups, and sprint demos to ensure continuous delivery and stakeholder alignment.
• Architecting the Event Management framework to ingest events from diverse monitoring streams, utilizing Event Rules and Event Field Mappings to normalize data and enable proactive monitoring, thereby reducing MTTR and improving incident response times.
• Re-engineering core ITSM workflows (Incident, Change, and Request) using Flow Designer, automating complex service requests and enabling bi-directional third-party tool integrations to enhance service efficiency.
• Developing a unified Customer Service Management (CSM) portal with advanced case management and entitlement logic, effectively bridging internal IT operations and external customer support.
• Spearheading the integration of Now Assist for CSM, implementing automated case summarization and intelligent resolution suggestions to improve case resolution rates.
• Deploying GenAI-driven capabilities for automated Incident summarization and Knowledge Base generation, enhancing overall service delivery efficiency.
• Designing and deploying remediation workflows to automate the resolution of frequent infrastructure alerts, minimizing manual intervention and improving operational stability.
• Configuring and maintaining ServiceNow modules including Incident Management, Change Management, Problem Management, and Service Catalog to support end-to-end IT service delivery.
• Implementing Discovery and Service Mapping to build accurate CMDB data models, ensuring better visibility of infrastructure and service dependencies.
• Creating and optimizing workflows, business rules, client scripts, UI policies, and integrations to align with business requirements and improve platform performance.
• Integrating ServiceNow with third-party monitoring and ticketing tools using REST/SOAP APIs for seamless data exchange and process automation.
• Conducting deep-dive technical workshops and knowledge transfer sessions for administrators and stakeholders on Event Management dashboards and service lifecycle management.
• Continuously monitoring system performance, identifying improvement areas, and implementing enhancements aligned with best practices and organizational goals.

A high-complexity ITOM-driven project centered on Service Mapping and Impact Analysis. The primary goal was to map critical business services to underlying infrastructure and automate the impact assessment of infrastructure alerts on global logistics operations.

• Led Top-Down Service Mapping initiatives using the TNI Data Model, creating accurate service maps for business-critical applications and enabling real-time visibility into service health and dependencies.
• Implemented end-to-end ServiceNow solutions across ITSM, CSM, Discovery, and Service Mapping modules, aligning platform capabilities with business requirements.
• Engineered complex integrations with Stable Net and RTM using REST APIs and MID Servers, enabling automated event ingestion and seamless incident creation within ServiceNow.
• Developed and configured automated workflows for end-to-end incident lifecycle management, from event ingestion to resolution and closure, ensuring data consistency across integrated monitoring tools and ServiceNow.
• Implemented Alert Grouping using Correlation Rules and tag-based clustering, significantly reducing alert noise and enabling teams to focus on root cause analysis.
• Developed custom CMDB Query Builder models to visualize complex CI relationships and dependencies, improving impact analysis and operational efficiency.
• Configured and maintained CMDB, ensuring data accuracy, normalization, and governance across multiple data sources.
• Designed and deployed Discovery schedules and Service Mapping patterns for on-premise and cloud environments.
• Created advanced Script Includes, Business Rules, Client Scripts, UI Policies, ACLs, and Flow Designer solutions to enhance platform functionality and automate processes.
• Built logic to programmatically identify impacted Configuration Items (CIs) and notify affected users during infrastructure outages.
• Integrated ServiceNow with third-party tools using REST/SOAP APIs to enable seamless data exchange and process automation.
• Collaborated with stakeholders to gather requirements, translate them into user stories, and maintain a prioritized product backlog.
• Actively participated in Agile/Scrum ceremonies including sprint planning, daily stand-ups, backlog grooming, sprint reviews, and retrospectives.
• Delivered sprint demos and walkthroughs to stakeholders, incorporating feedback to continuously improve solutions.
• Performed unit testing, system testing, and supported UAT to ensure high-quality and defect-free deliverables.
• Authored detailed Design and Configuration documentation for Service Mapping patterns, CMDB models, and Query Builder logic to support scalability and knowledge transfer.
• Provided post-implementation support, resolved production issues, and enhanced existing solutions based on evolving business needs.
• Ensured adherence to ServiceNow best practices, coding standards, and governance frameworks throughout the development lifecycle.

The main objective of the project is to build an IT Service Management and other IT Practices to optimize, transform, and ensure efficient and effective implementation of the ServiceNow platform.

• Implemented workflows using ServiceNow Orchestrator to automate manual tasks such as AD user creation, group updates, and mailbox provisioning, improving operational efficiency.
• Configured and implemented ServiceNow modules including ITSM and Discovery, ensuring seamless service management and infrastructure visibility.
• Executed Discovery implementation, successfully discovering and managing over 8500+ Configuration Items (CIs) and their relationships.
• Customized Incident and Change Management processes using Client Scripts, UI Policies, UI Actions, and Business Rules to meet business requirements.
• Performed ServiceNow Service Portal enhancements and customizations based on client-specific requirements, improving user experience.
• Implemented and enhanced chat functionality to support real-time user interactions and issue resolution.
• Enforced attachment restrictions by implementing validation rules to block unsupported file types such as ".xlsx" and ".xls".
• Configured approvals, SLAs, and notifications aligned with business processes to ensure timely service delivery and compliance.
• Developed and generated reports and dashboards in ServiceNow as per client requirements to support decision-making.
• Created, imported, and maintained Configuration Items (CIs) in ServiceNow CMDB, ensuring data accuracy and integrity.
• Participated in ServiceNow upgrade activities, including analysis and resolution of skipped updates to maintain platform stability.
• Integrated ServiceNow with external monitoring tools for Event Management, enabling automated alert and incident generation.
• Collaborated with cross-functional teams to implement ServiceNow solutions, ensuring alignment with business and technical requirements.
• Configured and customized ServiceNow applications as part of end-to-end implementation projects, including requirement gathering, design, development, and deployment.
• Worked extensively on Service Mapping to map business services with underlying infrastructure components for better visibility and impact analysis.
• Supported Customer Service Management (CSM) implementations by configuring case management workflows and service processes.
• Participated actively in Agile/Scrum ceremonies including backlog grooming, sprint planning, daily stand-ups, sprint reviews, and retrospectives.
• Translated business requirements into user stories and contributed to effort estimation and sprint delivery planning.
• Conducted system testing, supported UAT, and ensured successful deployment of ServiceNow solutions.
• Provided post-implementation support, troubleshooting issues, and ensuring continuous improvement of the platform.

The main objective of the project is to build an IT Service Management and other IT Practices to optimize, transform, and ensure efficient and effective implementation of the ServiceNow platform.

• Participated in end-to-end ServiceNow ITSM implementation, including requirement gathering, solution design, development, testing, and deployment.
• Customized Incident, Problem, and Change Management processes using Client Scripts, UI Policies, UI Actions, and Business Rules.
• Designed and developed Service Portal components aligned with customer-specific UI/UX requirements.
• Configured Inbound Email Actions to enable automatic ticket creation from incoming emails.
• Implemented and managed Service Catalog components including Catalog Items, Record Producers, Order Guides, and workflows.
• Configured SLA definitions, approval workflows, and notifications based on business requirements.
• Developed approval processes for Knowledge Management, ensuring validation before publishing articles.
• Created and customized Visual Task Boards (VTB) for improved task tracking and team collaboration.
• Generated and customized reports and dashboards to provide actionable insights to stakeholders.
• Implemented Customer Service Management (CSM) functionalities, including skill-based assignment of requests.
• Designed and implemented metrics, KPIs, and performance indicators to monitor service efficiency.
• Managed CMDB, including creating, importing, and maintaining Configuration Items (CIs) ensuring data accuracy and integrity.
• Automated routine processes such as group creation, account setup for integrations, CI creation, and ticket creation via email triggers.
• Developed and integrated REST APIs to enable communication between ServiceNow and third-party applications.
• Performed gap analysis between business requirements and ServiceNow out-of-the-box capabilities and implemented optimal solutions.
• Worked on Flow Designer and workflow automation to streamline business processes.
• Participated in instance upgrade activities, including identifying and resolving skipped updates.
• Ensured adherence to ITIL best practices across ITSM processes.
• Actively participated in Agile methodology, including sprint planning, daily stand-ups, and retrospectives.
• Provided UAT support, defect resolution, and production deployment support ensuring smooth releases.
• Delivered post-implementation support, including enhancements, bug fixes, and performance optimization.
• Prepared and maintained technical documentation, configuration documents, and user guides for knowledge transfer.

The customer has a datacenter which is being migrated from a Classic Physical Environment to a Virtual PaaS environment. The environment comprises of 6000+ Servers and 500+ network devices used by various departments of Novo Nordisk.

• Planned and executed the migration of monitoring infrastructure, ensuring seamless transition from Classic to PaaS environments.
• Managed APM and OBM tools for Event Management, including creation of dashboards, event views, and proactive monitoring solutions.
• Configured network monitoring using NNMi and generated performance and availability reports.
• Migrated monitoring policies across OBM and SiteScope instances, ensuring consistency and minimal downtime.
• Implemented flexible management configurations for multi-manager environments to enhance scalability and efficiency.
• Developed and maintained reports for system performance, availability, and operational insights using reporting tools.
• Prepared and reviewed UAT documentation, As-Is documents, and solution design artifacts.
• Designed and customized ServiceNow applications by creating custom tables and implementing Client Scripts, UI Policies, UI Actions, and Business Rules.
• Implemented end-to-end ServiceNow ITSM modules including Incident, Problem, Change, and Request Management in alignment with ITIL practices.
• Configured workflows, Service Catalog items, Record Producers, and automated processes using Flow Designer to streamline service delivery.
• Managed CMDB data modeling, relationship mapping, and data normalization to maintain accurate configuration data.
• Configured SLAs, escalation rules, and notifications to meet business and customer requirements.
• Integrated ServiceNow with external systems and monitoring tools using REST APIs for centralized event and incident management.
• Generated customized reports and dashboards in ServiceNow based on client requirements.
• Performed data migration, instance configuration, and provided post-implementation support.
• Collaborated with stakeholders to gather requirements and delivered scalable, efficient solutions.
• Participated in Agile processes including sprint planning, daily stand-ups, and retrospectives to ensure timely and quality delivery.
• Conducted unit testing, system testing, and supported UAT to ensure high-quality implementations.

Implementation of OpenText Monitoring Suite including NNMi, Performance SPI, Site Scope, OBM, APM in Primary Data Center integrating with over 25 Element Management Systems.

• Installed and configured tools such as NNM, SiteScope, OBM, and BSM SCOM Connector to support monitoring requirements.
• Troubleshot critical issues and implemented alternative solutions to address complex technical challenges.
• Identified and implemented feasible integration solutions across 25+ systems, including Safety, Telecom, Servers, Storage, and BMS systems.
• Performed tool-specific customizations to enhance functionality and mitigate product limitations and defects.
• Played a key role in coordinating with OEMs, customers, and cross-domain teams to define and finalize integration mechanisms for multiple Element Managers.
• Conducted Knowledge Transfer (KT) and User Acceptance Testing (UAT) sessions, prepared supporting documentation, and successfully drove the project to sign-off.
• Configured tools in High Availability (HA) and failover setups to ensure maximum uptime in production environments.
• Integrated multiple monitoring systems with OBM as a centralized event consolidator using load balancers to support high availability architecture.
• Customized SNMP traps using enrichment and payload filters, and developed custom configurations and data pullers.
• Developed service views, event dashboards, and event filters in OBM based on business and operational requirements.