RamKaran Rajput

Senior ServiceNow Technical Consultant with 12+ years overall experience specialized in ServiceNow platform implementations across ITSM, ITOM, HRSD, TSOM, Order Management, TPRM, CMDB, Event Management, and Service Portal development. Expertise in ServiceNow OOTB modules implementation with deep knowledge of Glide objects (GlideRecord, GlideSystem, GlideAggregate, GlideAjax), UI Actions, Script Includes, Client Scripts, UI Policies, Business Rules, and LDAP plugin configuration. Extensive experience in Service Portal and Employee Center Pro development with custom widget creation and responsive design implementation.

Advanced knowledge of REST/SOAP API integrations, service-oriented architecture, and third-party system integration including QTrack, Symphony, SWB, IAW, Workday, SAP SuccessFactors, and Power Apps. Proven expertise in HRSD module implementation with Workday and SAP SuccessFactors integration, including HR case management, lifecycle events (onboarding, offboarding, termination), and HR profile synchronization. Strong background in ITOM capabilities including Discovery, Service Mapping, MID Server configuration, Agent Client Collector, Event Management, and CMDB data quality management.

Experience with Third-Party Risk Management (TPRM) module implementation for vendor risk assessment, compliance monitoring, and governance workflows. Hands-on experience with Generative AI, Dynamic Translations, AI Search, and Employee Center Pro features. Prior experience in SharePoint and .NET development (ASP.NET MVC Core, Web API, C#), NodeJS, and ReactJS providing strong full-stack development foundation.

Excellent team leadership, client handling, analytical, problem-solving, technical, interpersonal, and communication skills with proven ability to manage complex enterprise implementations.

ServiceNow Lead Consultant - Bright Speed - USA

(2025-01)

BOSS AX Project — Order Management & Telecommunications Service Operations BOSS AX system pulls order data from external servers (BRIM and ZOURA) using REST APIs and processes orders through ServiceNow portal. System features customer 360 service portal views divided into BOSS OM and BOSS AX, enabling agents to create new orders, change orders, pending orders, disconnect orders, partial disconnect, and fallout management. Custom widgets provide order creation, case creation, credit, refund, billing payments, profile management, and communication profile services.

• Lead team in requirement gathering through client interaction, planning, managing time/effort estimations for Order Management implementation.
• Developed custom modules and Service Portal widgets for order management workflows including order creation, modification, and disconnect processes.
• Implemented REST API integrations with BRIM and ZOURA for real-time order data synchronization and processing.
• Created user hierarchy management system with credit/refund approval workflows based on default limits and role-based permissions.
• Built BOSS OM portal views for account profile, service profile, and network profile management.
• Developed custom workflows for order processing, approval routing, and exception handling using Flow Designer and Business Rules.

ServiceNow ITOM Consultant - PepsiCo - USA

(2024-06 - 2024-12)

PepsiCo CMDB & Event Management Project Implemented CMDB data integration from various external sources, configured Discovery and Service Mapping for CI population, and deployed Metric Intelligence for anomaly detection and IT alerts. Configured Agent Client Collector and Policies for CI performance monitoring (CPU utilization, disk usage, memory). Implemented push/pull-based Event Management integrations with IBM Cloud, Celonis, Grafana, and Azure Backup Recovery Vault.

• Led ITOM implementation including CMDB configuration, Discovery setup, Service Mapping, and Event Management connector integration.
• Configured Agent Client Collector policies for real-time CI performance data collection and monitoring.
• Implemented Metric Intelligence features for automated anomaly detection and IT alert generation.
• Integrated Event Management with external monitoring tools (IBM Cloud, Celonis, Grafana, Azure) using event connectors.
• Developed custom scripts and scheduled jobs for CMDB data synchronization and quality management.

ServiceNow GRC Consultant - Verizon - USA

(2024-05 - 2024-12)

TPRM Compliance Enablement Project Implemented Third-Party Risk Management (TPRM) in ServiceNow GRC to identify, assess, monitor, and mitigate risks associated with vendors, suppliers, and partners. Automated complete vendor risk lifecycle from onboarding and due diligence to continuous monitoring and offboarding, ensuring compliance with regulatory standards and internal risk policies.

• Configured TPRM module for vendor risk assessment, due diligence workflows, and compliance tracking.
• Implemented automated vendor lifecycle management from onboarding through offboarding.
• Developed risk scoring models, risk assessment questionnaires, and compliance monitoring dashboards.
• Created vendor performance tracking workflows and automated escalation for high-risk vendors.
• Built integration with external vendor databases for automated vendor information synchronization.

ServiceNow HRSD Consultant - Volvo - Europe

(2023-06 - 2024-05)

Volvo Ask HR Project Implemented global HR service delivery system providing automated features and self-service capabilities to end users. Enabled multi-COE case routing with auto-assignment to specialized teams. Integrated ServiceNow with SAP SuccessFactors using Integration Hub spoke for user and HR profile synchronization. Managed HR case lifecycle and implemented onboarding, offboarding, termination, and relocation event workflows.

• Developed HRSD solution with HR Case Management, Employee Self-Service portal, and lifecycle event automation.
• Integrated ServiceNow with SAP SuccessFactors using Integration Hub spoke for bidirectional data synchronization.
• Configured HR case routing workflows with auto-assignment to specialized COE teams based on case type and region.
• Implemented HR lifecycle events including onboarding, offboarding, termination, and relocation with automated task generation.
• Developed Service Portal widgets for HR case submission, knowledge search, and employee profile management.
• Created scheduled jobs for HR profile synchronization and automated case SLA monitoring.

ServiceNow HRSD Developer - Mondelez - UK

(2023-01 - 2023-06)

HR Onboarding Project Implemented global hiring and onboarding process for Mondelez employees featuring new hire, pre-hire, day 1, and post-hire workflows. Developed onboarding portal with automated reminders, task tracking, standard offer letter templates, and document management. Integrated with Workday for employee data and HR case synchronization.

• Configured HRSD onboarding module with pre-hire, day 1, and post-hire workflow automation.
• Developed Service Portal for new hire self-service with document upload and onboarding task tracking.
• Integrated ServiceNow with Workday for employee profile synchronization and automated case creation.
• Created standard offer letter templates with automated document generation and digital signature workflows.

Master of Computer Applications - MCA - Uttar Pradesh Technical University (2003 - 2006)

Bachelor of Science - Computer Applications - Bundelkhand University (2000 - 2003)