Ashok Kumar

Led the design and implementation of Application Portfolio Management (APM) capabilities within ServiceNow, aligning with enterprise architecture and business strategies. Architected end-to-end solutions on the Service Portal, enhancing UI/UX and delivering tailored self-service experiences for business users.

Led the upgrade of ServiceNow from Jakarta to Kingston, ensuring a smooth transition and system stability. Addressed defects identified during the Helsinki upgrade, focusing on resolving critical issues.

Designed and developed solutions for enhancement requests by implementing custom JavaScript and workflows to meet evolving business needs. Provided timely support to address implementation and performance issues, ensuring optimal tool functionality.

Architected and implemented ITSM solutions from scratch, ensuring a robust and scalable foundation for ServiceNow operations. Designed and configured Incident Management (IM), Problem Management (PM), Change Management (CM), and Service Portal modules to align with business processes and requirements.

Spearheaded a greenfield implementation of ServiceNow, establishing a new instance from the ground up. Designed and implemented domain separation to support multi-tenancy requirements.

Implemented CMDB Discovery and conducted mapping for application-to-application and application-to-host, ensuring comprehensive visibility across the service landscape. Integrated multiple monitoring tools, including New Relic, SolarWinds, and OpsGenie, with ServiceNow for enhanced alerting and incident management through OpsGenie.

Architected and developed a customized community portal for Icertis, including the creation of new widgets and enhancements to meet company-specific needs. Designed and implemented custom portal pages based on detailed requirements, significantly improving functionality and user experience.

Spearheaded the development and enhancement of the Customer Service Management (CSM) module and portal. Architected and implemented the complete DAAS model for Lenovo using the CSM application.

Led the upgrade of ServiceNow from Jakarta to Kingston, ensuring a smooth transition and system stability. Addressed defects identified during the Helsinki upgrade, focusing on resolving critical issues.

Implemented Discovery and Service Mapping to automate the identification and mapping of configuration items. Activated Discovery and Service Mapping plugins and installed Mid-Server on target machines.

Investigated, diagnosed, resolved, and escalated ITSM service requests, ensuring timely restoration of services. Developed the Incident Management (IM) lifecycle process, streamlining transitions from the review to the closure state.

Obtained a Bachelor's Degree in Computer Science and Engineering. This program provided a strong foundation in computer science principles and engineering practices.