tushar mitra

• Own enterprise IT architecture strategy across critical processes aligned with CSDM, including Application Portfolio Management, CMDB and Service Graph, IT Service Management, Integrated Risk Management, Asset Management, Agile Planning and Delivery, and Business & Technical Service Design and Planning. • Leading the establishment of an enterprise IT support AI platform leveraging ServiceNow and Confluence — delivering automated self help, incident/request deflection, intelligent triage, and guided suppo

• Drive the exploration, evolution, and implementation of a sustainable & scalable technical solutions using ServiceNow to support EA Strategy. • Assessment and alignment to Digital Operational Resilience Act (DORA) using ServiceNow. • Introducing and managing ServiceNow CoE to provide expertise in strategy, architecture, support for a scalable delivery model. • Accountable for the ServiceNow Platform, responsible for defining and communicating the product vision, architecture, and delivery roadmap. • Coor

• Provided consulting and design assistance to Product Owners/Managers, refining the Architectural strategy for ServiceNow, LowCode/NoCode tools, and DevOps. • Led the integration design and execution for each product within the Product Group, ensuring proper architecture specification. • Identified financial and organizational impacts of solution architecture, accountable for ISMS and Cloud governance controls at Nestlé. • Lead and developed the Generative AI Stream using ServiceNow for IT & HR Use case sc

• Manage and develop the Platform Architecture for the ServiceNow including ITSM, CMDB, HR, ITOM and Custom Applications. • Define and refine the Architectural strategy. • Engage with ServiceNow product owners, Office of the CIO, governance stakeholders and Enterprise Architecture team to ensure strategic alignment with the overall enterprise architecture and functionalities. • E2E solution including Design, Support, Vendor management, Vendor roadmap, Upgrade planning. • Accountable for ISMS and Cloud gover

• Design and Architect , Develop/Deploy and Integrate ServiceNow (ITSM,ITOM) tools set for key business processes. • ServiceNow Expert for Service Management software solutions, experienced in Design, Development, Implementation, Enhancement and Integration of various applications

• Design, Development, Implementation, Enhancement and Integration of various applications in BMC Remedy (ITSM,CMDB,SRMS,SLM) & ServiceNow. • As technical consultant contribute towards business requirement gathering and design solution for new project implementation. • Manage server administration activities and suggest technical inputs towards service improvement program with respect to existing environments. • Provide L3 support to handle P1/P2 issues and take it further with Vendor if it is related to Ou

• As Technical Consultant/Lead contribute towards business requirement gathering and design solution for new project implementation. • Manage server administration activities and suggest technical inputs towards service improvement programme with respect to existing environments. • Provide L3 support to handle P1/P2 issues and take it further with BMC if it is related to Out of Box product defect.

• Gather and analyze client requirements; design workflows and develop applications with thorough testing. • Implement and customize ITSM modules (Incident, Change, Problem, Asset, SRM, SLM) and integrate with tools like BPPM, Web Services, and HPSM. • Configure AR Server, ITSM Suite, and related components on Windows/Linux; plan Disaster Recovery and Continual Service Improvement for BMC Remedy. • Create test scripts, training materials, and provide technical support during initial implementation phases

• Gained exposure in the end-to-end development of software application from requirement analysis to system study, designing, coding testing, de-bugging, documentation, implementation and support. • Successfully handled activities pertaining to Software Design and Development, Testing and Software Programming including Total System Integration.