Shilpa D

ServiceNow Administrator / Developer

Email: ad4xry@r.postjobfree.com Cell: 302-***-****

Professional Summary:

•With over 6 years of professional experience in IT across various fields.

•Demonstrating expertise of 4 years in the ServiceNow platform, serving in roles as a Developer and Administrator/Implementation specialist.

•Engaged in managing system configurations, gathering and documenting user and process requirements, customizing workflows, and conducting quality assurance and user acceptance testing.

•Possessing hands-on experience in providing ITIL and IT Service Management Solutions in IT Infrastructure, specializing in the ServiceNow ITSM suite.

•Mainly responsible for understanding organizational needs and translating functional requirements into technical scope for implementing CMDB, Change, Incident & Problem management modules.

•Understanding the Data relationships and automating the data updates from multiple sources.

•Constructing a control framework for data management in CMDB, central to ServiceNow Implementation,

Skilled in ServiceNow Development, Administration, and Testing.

•Specializing in technical implementation of Service Catalog, Change Management, Incident Management, Problem Management, and Reporting.

•Proficient in using ServiceNow utilities such as Business rules, Client scripts, Workflow, Scheduled jobs, UI Policies, UI Actions, Script includes, ACLs, Email notifications, Views, and Form Customizations.

•Effective team member with strong leadership and project management skills.

•Proficient in coding, testing, and implementation.

•Resolving issues through ongoing Production improvement cycles.

•Designing, developing, configuring, customizing, and administrating ITSM suite of applications.

•In-depth knowledge of technical implementation of Change Management, Incident Management, Problem Management, Reporting, Service Catalog, and Configuration Management.

•Collaborating on functional requirements within ServiceNow for CMS, Request Management, Incident, Problem, Knowledge, Change, Web services, interfaces, etc.

•Assisting in the rollout of new applications and modules,

•Designing and implementing new functionality using Business Rules, Client Scripts, UI Policies, Script Includes, and Access Control Lists,

•Designing Service Catalog and Request Workflow and configuring them.

•Developing various workflows for Incident Management, Change Management, Service Requests, and SLAs.

•Designing Complex workflows for Change management based on client requirements.

•Utilizing email notifications, inbound actions, reports, gauges, and home pages.

•Creating catalog items, wizards, record producers, interceptors, and user guides.

•Working with transform maps, data sources, and different transform scripts for data loads and management from third-party applications.

•ServiceNow HRSD Development and Configuration and Technical Design and Solutions.

•Experience with scheduled jobs, events, and triggers for managing business needs and background work.

•Exposure to Java script & script including HTML.

•Working on Client scripts, Business Rules, and Script actions using JavaScript.

•Experience working on system integrations between ServiceNow and other applications using REST API

•Addressing day-to-day tickets (Incidents, Change Problems, Request Items) to fulfill Business requirements.

•Investigating existing legacy tools and processes, understanding their functionality, and streamlining processes, effectively implementing them in the new tool.

Education:

MCA, Sri Venkateshwara University, 2008

Skills:

ServiceNow, Qlik Sense, Power BI, SQL and Excel.

Status

US Citizen

Zurich Insurance

ServiceNow Developer / Administrator

June 2023 - Present

•Involved in ServiceNow upgrade activities.

•Created Knowledge Bases and Knowledge Articles for the Change Management module.

•Created notifications based on business needs and also configured inbound email actions to create incidents or requests.

•Created various UI policies and UI actions and was experienced in writing advanced UI policy and UI action scripts.

•Responsible for generating reports using tables and data sources in ServiceNow.

•Worked on scheduling reports in ServiceNow.

•Responsible for creating users, groups, and roles. And also experienced in exporting and importing data.

•Experienced in creating SLAs, and schedules and attaching schedules to the SLAs.

•Experienced in handling update sets. Merging, Retrieving, and Promoting update sets from one environment to another. Performed and coordinated Instance upgrades to the latest versions.

•Created homepages including basic reporting, gauge configuration, and dashboard presentation.

•Coordinating and working with team, Business Analysts, and project managers in gathering requirements and business needs required for the project.

•Experienced in redesigning workflows and finding different approaches to modify complex workflows into simpler forms.

•Created Workflow, Sub flows, and Tables.

•Worked on configuring and customizing forms on various applications like Incident, Change, and Service Catalog.

•Experienced in writing and enhancing the client scripts, business rules, and script includes.

•Designed and developed custom application internal business processes.

•Re-designed Change Management to address additional business processes.

•Used Glide Record to retrieve and update data on different business conditions.

•ServiceNow HRSD Development and Configuration and Technical Design and Solutions.

PSC Biotech

Ultragenyx Pharmaceutical Inc

ServiceNow Developer / Administrator

Jan 2022 – May 2023

•Designed and developed custom application internal business processes.

•Re-designed Change Management to address additional business processes.

•Performed and coordinated Instance upgrades to the latest versions.

•Coordinating and working with team, Business Analysts, and project managers in gathering requirements and business needs required for the project.

•Worked on configuring and customizing forms on various applications like Incident, Change, and Service Catalog.

•Experienced in writing and enhancing the client scripts, business rules, and script includes.

•Used Glide Record to retrieve and update data on different business conditions.

•Experienced in creating SLAs, and schedules and attaching schedules to the SLAs.

•Created notifications based on business needs and also configured inbound email actions to create incidents or requests.

•Responsible for generating reports using tables and data sources in ServiceNow.

•Worked on scheduling reports in ServiceNow.

•Responsible for creating users, groups, and roles. And also experienced in exporting and importing data.

•Experienced in handling update sets. Merging, Retrieving, and Promoting update sets from one environment to another.

•Involved in ServiceNow upgrade activities.

•Created Knowledge Bases and Knowledge Articles for the Change Management module.

•Created various UI policies and UI actions and was experienced in writing advanced UI policy and UI action scripts.

•Created homepages including basic reporting, gauge configuration, and dashboard presentation.

•Experienced in redesigning workflows and finding different approaches to modify complex workflows into simpler form.

SIA Global Services LLC,

Chubb Insurance, NJ

ServiceNow Developer

Jan 2020 - Dec 2021

Worked with Service Level Agreement (SLA).

•Creating and Customizing all the Notifications.

•Worked on Inbound Action scripts.

•Regular interaction with clients for requirements clarification and Application.

•Moving of update set from instance to instance.

•Designed different Catalog items and Record producers.

•Working on the ServiceNow tool and Service Catalog Items.

•Customizations to the Catalog Items and UI Policies, UI Action

•Working on Client scripts, Catalog UI Policies.

•Designed different Workflows for Catalog items.

•Working on Forms, Form Layouts, and related lists of ServiceNow.

•Working on Access Controls, Service Level Agreements, Surveys, and part of reporting.

SIA Global Services LLC,

Chubb Insurance, NJ

Qlik Sense Developer

July 2019 – Dec 2019

•Worked with the team in Installation, Configuration, Administration, and Security of QlikSense

•Server, Publisher.

•Experienced in QlikSense Server and Publisher maintenance – Creating scheduled jobs for QVD extracts and report reloads.

•Manage security for all QlikSense applications and performance, availability security, and disaster recovery procedures.

•Administer, maintain, and utilize policies and procedures for ensuring the security and integrity of the software.

•Responsible for installation, configuration, and manage application software for the developer by creating a development, testing, and production environment.

•Experienced in troubleshooting and offers development improvements.

•Using the QlikSense performance dashboard to Monitor daily QlikSense server performance, troubleshoot, analyze, and sustain capacity and performance requirements, and provide recommendations for improvement.

•Experience with QlikSense Management Console.

•Ability to work closely with manager and developer team members to achieve goals by successfully deploying HR and finance to production and scheduling uploading data into QlikSense.

•Participate in overall architecture and strategy for the deployment of the QlikSense suite of products as well as the creation and maintenance of backup plans

•Outstanding organizational skills and the ability to handle multiple projects/tasks simultaneously.

•Effectively communicate with client teams and internal team

SIA Global Services LLC,

AlfaSigma, NJ

PL/SQL Developer

Jan 2019 – June 2019

•Analyzed business requirements, and prepared functional and design specifications.

•Created data mapping documents for the data files coming from multiple data vendors.

•Implemented Incremental load using insert, and update procedure techniques.

•Created procedures, and packages for data extraction, cleansing, and loading to final tables.

•Provided technical assistance by responding to Data inquiries and errors to the Business team.

•Monitored program performance after implementation in the production environment.

•Worked with a globally distributed team that delivers Business projects and IT solutions.

•Worked with large data sets and provided solutions to complex technical challenges.

•Prepared the test plans for unit testing and user acceptance test.

•Analyzed codes to find causes of errors and revise programs.

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