A Technology analyst of over 3.6 years of experience with extensive subject matter expertise in IT Services Management (ITSM) and ITIL, methods, tools, and developing solutions to meet customer business requirements. ITIL 2011 foundation certified professional. Subject Matter Expertise and Development and Delivery Coordinated in designing, developing and delivering IT Services Management (ITSM) solutions based on ITIL best practices that focused on the technology perspectives of providing business solutions within the IT infrastructure.  IT Service Management (ITSM) based on ITIL best practices  ITSM suite – Servicenow lifecycle management.  Service Support areas of Incident, Problem, Change, Release, Configuration Management and Service Desk  Servicenow Discovery implementation for discovering companies infrastructure environment to build and manage CMDB.  Service Catalog implementation.  Requirement Gathering and Analysis Accomplishments  Servicenow Self Service Catalog Implementation o Designed, developed and delivered end to end customer self-service catalog on Servicenow Eureka platform o Identify and accomplish opportunities to provide additional value to our clients. o Manage the project lifecycle using the agile methodology and Servicenow StartNow implementation module.  Development of Custom Servicenow discovery probes and sensors to fill some of the Servicenow discovery gaps in order to accomplish what was required to achieve in discovery aspect from clients. It was well recognized by my employer and the code was also considered by Servicenow to include it in there next release i.e. Fiji.  Recognized with the Excellent Performance Award by the client for performing consistently good in delivering the services expected from me.

Solutions Architect @ From July 2015 to Present (6 months) Greater Chicago AreaTechnology Analyst @ Design, Configure and Implement an end to end Employee Self Service Catalog using Servicenow Eureka version for client’s entire global workforce. This included the designing and development of more than 70 catalog items out of which few were automated using Servicenow Orchestration. Contribution:  Engage with client’s stakeholders to gather functional requirements for Catalog Requests  Understanding the overall tool landscape and defining the technical solution.  Documenting the requirements and getting a sign-off from client’s stakeholders  Design and development of the solution.  Configure catalog modules and perform the customizations as per the gathered requirements  Perform unit testing on all catalog items for each release  Perform testing of catalog items during each release to verify dependencies on implemented catalog items  Load Foundation Data  Followed the Agile methodology during the implementation process which includes daily Scrum Meetings, story reviews and periodic sprint deployments in QA and prod environments. From January 2015 to July 2015 (7 months) Greater Milwaukee AreaSenior System Engineer @ Implementation of Servicenow Discovery module in order to discovery clients infrastructure environment which included servers, network devices, Database, application servers etc. to build and maintain the Configuration management database (CMDB). Contribution:  Client interactions in order to understand their requirement thoroughly and advising them with the best possible solution.  Configuring MID servers in client’s environment.  Credentials were created in Servicenow for different type of end points like SSH, WMI, SNMP, and CIM etc.  Defining the IP ranges and creating different Discovery schedules to run in a periodic manner.  Development of custom Probes and Sensors for doing some deep dive discovery.  Analyze discovered data on a frequent basis and fix the gaps if present any. From May 2014 to July 2015 (1 year 3 months) United StatesSenior System Engineer @ Transition of all current processes which includes Service Request, Incident, Problem, and Change and configuration management to ServiceNow. This was achieved by doing the IPCC implementation of ServiceNow. Contribution:  Requirement gathering and analysis.  Implementation of different modules of Servicenow like Request, Incident, Problem and Change management.  Modifying the out of box functionalities to match with the current processes by writing different business rules, workflows, client scripts etc.  Followed the Agile methodology during the implementation process which includes daily Scrum Meetings, story reviews and periodic sprint deployments in QA and prod environments.  Developed different type of reports.  Integration with monitoring tools like Omnibus and Impact for creating auto incidents for the alerts generating in client environment using the Web Services.  Integration with LDAP’s for daily user data synchronization.  Configuring Servicenow Email Engine for sending and receiving emails using Iron Port.  Configuring different inbound email actions for creating and updating the tickets in Servicenow.  Integration with different web applications for creating and updating tickets in Servicenow using emails.  Different type of catalog items were created in order to serve day to day requests.  Configuration of MID servers in Clients environment. From October 2013 to April 2014 (7 months) Pune Area, IndiaSystem Engineer @ From September 2011 to September 2013 (2 years 1 month) Trainee @ From July 2010 to December 2010 (6 months)

Bachelor's degree, Computer Science @ Punjab Technical University From 2007 to 2011 DAV Public School Ishant Goyal is skilled in: Java, DB2, Servlets, IBM Tivoli, Maximo, Websphere, C++, C, HTML, Teamwork, Microsoft SQL Server, JSP, Core Java, PL/SQL, Microsoft Office