Arjun Rammohan Nagabandla
Auckland
Summary
An experienced IT professional with expertise in IT service management tools and processes. ITSM tools include ServiceNow and BMC Remedy. Passion to review and drive improvement in business processes to achieve efficiency and provider greater value to support business.
Specialized in Solution architecture,implementation,
support,maintenance and upgrade of Enterprise tools such as ServiceNow and Remedy.
Overview
18
18
years of professional experience
1
1
Certification
Work History
ServiceNow Solution Architect
DXC Technology
11.2023 - Current
- Build custom application to replace legacy business process for Air traffic Service provider in New Zealand
- Migrate existing customer from Service Portal to Employee Center.
- Onboarding of manager service providers for Utility customer based in Queensland, Australia. This involved various aspects of ITSM processes & relevant configurations in the tool.
- Implemented Azure Monitor integration with ServiceNow for automating incident creation for alerts generated in the monitoring solution.
- Work with customers or prospective customers to develop integrated solutions and lead detailed architectural dialogues to facilitate delivery of comprehensive solution.
- Work with customers to understand business problems and design ServiceNow solutions to address the problems/requirements.
- Provide architectural governance in customer engagements.
- Lead Process & tool workshops to gather business requirements.
- Engage in Presales activities, respond to RFP and provide estimates.
- Lead the sprint planning activities and work with customers to review User stories.
- Assist the project team in areas such as Testing Plan, Training, Business change management and deployment plans.
- Collaborate with customer internal teams to ensure successful integration of ServiceNow with other systems.
- Provided guidance to customers around various solution options along with estimates and recommendations.
- Contribute to wider ServiceNow practice team in the company by sharing knowledge , helping with pre sales activities and Demo.
- Delivered user training for 100+ participants for a customer migrating to ServiceNow. This training included Incident, Problem, Change and Service requests.
Senior Solution Architect
Thirdera
08.2023 - 10.2023
- Participate in Presales activities and new client engagements.
- Participate in customer workshops and events organized by the company. Build new engagements and provide insights to participants.
- Manage and resolve issues around Vulnerability response application for one of the airport customers.
ServiceNow Solution Architect
DXC Technology
07.2022 - 07.2023
- Provide architectural governance in customer engagements.
- Lead Process & tool workshops to gather business requirements.
- Engage in Presales activities, respond to RFP and provide estimates.
- Lead the sprint planning activities and work with customers to review User stories.
- Assist the project team in areas such as Testing Plan, Training, Business change management and deployment plans.
- Lead Field Service management implementation to Air traffic Service provider in New Zealand
- ServiceNow Upgrade planning for customer instance from Rome to Tokyo version.
- Collaborate with customer internal teams to ensure successful integration of ServiceNow with other systems.
- Created ServiceNow Roadmap for a leading insurance provider in New Zealand.
- Implemented Strategic Portfolio management (SPM) module to customer in Transport industry in Queensland, Australia.
Solution Architect - ServiceNow
CCL
12.2020 - 06.2022
- Responsible for implementation of ServiceNow as part of migration from existing tools BMC Remedy and Autotask
- Responsible for preparation & delivery of design documentation
- Present high level solution to Lead agency(All of Government) and address any risks identified
- Design Identity solution for Staff, vendors and customers accessing ServiceNow portals
- Understand, review and ensure Domain separation functionality is implemented to the best practices
- Prepare System security plan and document identified risks along with mitigation plan
- Work with IT security team to ensure the design of the solution meets the company security requirements
- Work with implementation team around scoping & design of various integrations
- Participate in foundation data activities and provide inputs as required.
ServiceNow Technical Lead
Revera Ltd
10.2017 - 11.2020
- Responsible for implementation of ServiceNow as part of migration from existing tool
- Decision making around design of the solution and modules
- Ensure new tool meets current state needs
- Integration workshop participation and ongoing integration support
- Develop reporting and dashboard strategy
- Review and provide feedback on training plan for the organization
- Guide and train rest of the application team
- Provide foundation data in desired format to be loaded into ServiceNow
- Design Service catalog and structure the catalog items
- Review company's product catalogs and design the solution to meet the business requirements
- Analyze the business needs of CMDB and plan the phased rollout of configuration items along with relationship
- Migration of current reports and dashboards into new tool
- Plan decommission of existing tool post go live.
Remedy Technical Specialist
Revera Ltd
05.2016 - 10.2017
- Configuration, integration and customization of Remedy application
- Participation in requirement gathering and leading workshops for internal stakeholders and customers
- Design, Build and deploy various ITSM modules to internal and external parties
- Upgrade BMC MYIT and SMART IT applications
- Business case preparation for new upgrades
- Upgrade reporting tool SAP Business objects
- Assist reporting team in delivering monthly reports to clients
- Active participation in ITIL process improvement discussions
- Support customers consuming Remedy software as a service
Remedy Consultant
BPPM, Westpac New Zealand
08.2014 - 05.2016
- Deployment and support of new event management solution which uses BMC BPPM product
- Design and development of B2B Incident interface with vendor Remedy application
- Build and maintain CMDB interfaces for data providers from discovery tool (TADDM)
- Creation of Atrium Integrator jobs to load new data into CMDB from service provider's asset management systems
- Review event management process and have regular meetings with monitoring teams
- Deployment of remedy product fixes and enhancements
- Development of interfaces for transferring incident information to service provider's service management tools.
Consultant
Infosys
07.2014 - 08.2014
- Support Lead for Remedy team responsible for support of ITSM solution for Westpac Australia.
- Manage support team of 6 people spread across Onsite and offshore.
- First point of contact for the project team and Service owners.
- Participate in weekly governance meetings with stakeholders.
- Conducted regular reviews of operations and identified areas for improvement.
- Devised and implemented processes and procedures to streamline operations.
Various Roles(Technology Analyst/System Engineer)
Infosys
09.2006 - 06.2014
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Education
Bachelor of Engineering -
Don Bosco Institute of Technology
Bengaluru2006
Skills
- Enterprise Applications ServiceNow, BMC ITSM Suite, BMC True sight Operations, BMC Atrium Orchestrator, SAP Business Objects, BMC CMDB, Promapp
- Databases Oracle, SQL server, Mongo
- Languages & Tools SQL, PL/SQL, Java, JavaScript
Accomplishments
- BMC BPPM (True Sight) Administration
- ServiceNow Administration Training
- ServiceNow System Administration Advanced
- ServiceNow Performance Analytics
Certification
- ITIL V4 foundation
- ICAgile Certified Professional
- Microsoft Azure Fundamentals
- ServiceNow Certified Technical Architect
- ServiceNow Certified System Administrator
- ServiceNow Certified Application Developer
- ServiceNow - Certified Implementation Specialist- IT Service Management
- ServiceNow - Certified Implementation Specialist – Discovery
- ServiceNow - Certified Implementation Specialist - Vulnerability response
- ServiceNow - Certified Implementation Specialist - Service Mapping
- ServiceNow - Certified Implementation Specialist - Field Service Management
- ServiceNow - Certified Implementation Specialist - Service Mapping
Timeline
ServiceNow Solution Architect
DXC Technology
11.2023 - Current
Senior Solution Architect
Thirdera
08.2023 - 10.2023
ServiceNow Solution Architect
DXC Technology
07.2022 - 07.2023
Solution Architect - ServiceNow
CCL
12.2020 - 06.2022
ServiceNow Technical Lead
Revera Ltd
10.2017 - 11.2020
Remedy Technical Specialist
Revera Ltd
05.2016 - 10.2017
Remedy Consultant
BPPM, Westpac New Zealand
08.2014 - 05.2016
Consultant
Infosys
07.2014 - 08.2014
Various Roles(Technology Analyst/System Engineer)
Infosys
09.2006 - 06.2014
- ITIL V4 foundation
- ICAgile Certified Professional
- Microsoft Azure Fundamentals
- ServiceNow Certified Technical Architect
- ServiceNow Certified System Administrator
- ServiceNow Certified Application Developer
- ServiceNow - Certified Implementation Specialist- IT Service Management
- ServiceNow - Certified Implementation Specialist – Discovery
- ServiceNow - Certified Implementation Specialist - Vulnerability response
- ServiceNow - Certified Implementation Specialist - Service Mapping
- ServiceNow - Certified Implementation Specialist - Field Service Management
- ServiceNow - Certified Implementation Specialist - Service Mapping
Bachelor of Engineering -
Don Bosco Institute of Technology
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