Service Customer

Priyanka Jain (H* EAD Valid till ** Dec ****) 408-***-****

Service Now Admin/Developer adgwvu@r.postjobfree.com

SUMMARY:

A Qualified Professional with 4+ years of experience including 2 years of experience as a Service Now Admin/developer.

Experience in playing role of Business Analyst

Good experience working with Agile & Waterfall model

Worked on Server Side scripting: Business Rules, UI Actions, Data Policies, Script Actions, Script Includes, ACLs, Transform Maps, Workflows

Worked on Client Side Scripting: Client scripts, UI Policies, UI Actions, UI scripts

Understanding on Inbound, Outbound SOAP/REST Web services integrations in ServiceNow.

Expertise on create, monitors, modifies, and publish Service Catalog with approvals and workflow.

Understanding of IT service management (ITSM) and the ITIL business process. Maintain service level agreement (SLA) and monitor an SLA workflow.

Loads, manipulates and maintains data between ServiceNow and other systems.

Configure Service Now tool for the defined processes. Design and develop scripts for any customization required

TECHNICAL SKILLS

ITIL

ServiceNow, ITIL, ITSM

Programming Languages

Java script

Software Methodologies

Waterfall, Agile, Scrum

Databases

MSSQL, MySQL

PROFESSIONAL EXPERIENCE:

Company

The Sages Inc.

Role

Service Now Admin/ Developer

Duration

Jun ’19 to till date

Project Description: Implementing Service Now Service Catalog for various services, it involves customization of catalog UI and writing various logics to make Service catalog as per business requirement.

Responsibilities:

Service-Now developer will be responsible for designing, administering, and scripting Service-Now ITSM.

Overall 2+ experience on Service Catalog Management, Incident Management

Experience in configuring and customizing the Service now system, including creating workflows, custom UI, groups, roles.

Involved in creating users, groups, rules and load the data to Service Now using import sets on daily, weekly or requirement basis

Writing Business Rules, Client Scripts and creating UI policies and UI actions to customize the instance.

Worked on various modules in Service Catalog Management.

Created various catalog items, record producers and Order guides for onboarding using variables, variable sets, catalog client scripts and catalog UI policies

Customize Form Layout for various form i.e. RITM, Incident

Validate existing workflow write custom workflow

Resolving typical Users access and roles issues by checking active directory and users table.

Support team on any L1/L2 support ticket

Work on to generate views/reports

Will work with help desk leadership to develop technical solutions

Analyze current procedures to improve system capabilities

Technical Specs documentation

Client Name

Bajaj Allianz (Sagar, MP, India)

Role

Supply chain Manager (Business Analyst)

Duration

Jan ‘13 – Feb ’14

Project Description: Worked on cascaded strategy model of supply chain customer relationship, where strategy was based on the customer demand and company growth. Project requires in depth analysis of the company policies and existing growth rate in various sector, proposing solution to come over pain areas of the customer to achieve customer satisfaction.

Responsibilities:

Worked as a Business Analyst that served liaison between customer and leadership team

Understand the current/existing policies, activities and various process within SCM

Requirement gathering with customer by conducting customer survey and understanding the pain areas of the customer

Generate various trend and perform analysis (slice/dice data) to identify the root cause and discuss with leadership.

Design approach to work with team and leadership for new policies and process in place achieve desired TO-BE state

Conceptualize and implement new process with the existing model to achieve TO-BE state

Maintain necessary documentation required for audit purpose

Client Name

HDFC Bank (Indore, India)

Role

Account planning (Business analyst)

Duration

Jan’11- Jan ’13

Project Description: Managing a wide gamut of banking functions such as loans, Savings / Current Accounts, OD, CC, Fixed Deposits and Recurring Deposits. Handling assets disbursement Operations and other Retail Banking Operations. Ensuring compliance with statutory requirements laid by acts governing banking regulations. Implementing policies/procedures for the all-round development of branches & reducing overall costs to the bank through various means. Overseeing the sales & marketing operations for the products thereby achieving sales growth; making forecasts, preparing budgets & motivating team for achieving area-wise value/volume targets. Conducting competitor analysis & competency mapping for keeping abreast of market trends and competitor moves to achieve the market share metric. Managing entire Cash collections/withdrawal activities & responsible for verification & authorization of all cheque received for clearing through Finical & CBSS software.

Responsibilities:

Recognize the customer’s key challenges in their business operations and identify solutions to meet the customer’s area of need

Responsible for verification courier acknowledgement from customer is updated through FINNONE.& authorization of post disbursal document (PDD) which include insurance, RC,

Supervising & ensuring proper details are inserted in system. Also ensures that verification & authorization of entries are completed within Turnaround time

Represent and promote products, systems, and services across all divisions, business units, represented by the account manager

Exposure to Banking, Financial Services while working with Retail Assets Handling product

Effective communicator with excellent relationship building & interpersonal skills. Strong analytical, problem solving & organizational abilities.

Lead the account planning cycle and ensure that the customer’s needs and expectations are met by the company.

Develop and maintain detailed understanding of the customer’s business strategy purchasing behavior, and organizational structure, including customer needs, regulatory drivers, threats, economic trends, and competition

Identify new opportunities within current accounts, utilizing specialized internal resources, to grow revenue, profitability and overall market share

Leading & monitoring the performance of team members to ensure efficiency in operations and meeting individual & group targets.

Monitoring of all the GL account entries for the inter department transactions in the branch & reporting any discrepancies to corporate office

Liaoning with the reputed corporates for tie-ups, new relationships for the investment plans and offering a complete portfolio to the client

Act as focal point for problem resolution and monitor the successful close out of issues and actions.

Build lasting, trusting, and widespread relationships across the customer’s organization

Qualification:

Degree

University

Pass out Year

Bachelor of commerce (B Com)

Hari Singh Gaur University (SAGAR, MP India)

2007

Master of Business Administration (MBA)

Sanghvi Institute of Management & Science (Indore, MP India)

2010

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