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Servicenow Admin

Location:
Erie, PA
Posted:
April 29, 2021

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Resume:

Priya Ranjan Parida

email: adl1xt@r.postjobfree.com

phone: 630-***-****

Summary:

An ITSM and ITIL expert and Business/Technical Analyst with over 13 years of IT experience

SME experience on ServiceNow - maintaining IT service delivery and support ServiceNow implementation

Understand project plans, resource planning for project delivery. Providing end-to-end solutions to deliver client value

Design and develop service roadmaps and manage implementations; ensure all systems and processes are in place

Partner directly with stakeholders to define and transform the high, medium and short term level business requirements into prioritized and detailed user stories

Prepare and Review Monthly Operational Metrics with Client

Have learned various facets and information of IT in the Banking, Retail, Insurance and Media & Entertainment domains

Provide expertise on all technical questions and develops technical solution related to ServiceNow implementation

Work individually and within a team setting to deliver requirements on time and within scope

Experience in business analysis on multiple projects, from business case to requirement gathering through functional specs and user acceptance testing

Adhere to best practices to set up, structure and deliver a suite of high-quality BA documents

Works across various technical towers to ensure the best solution is implemented and that timely implementation is achieved

Plan and design effective end-to-end service management solutions that drive business value across complex and heterogeneous environments

Assist and Manage communications with the team, as well as stakeholders and business and IT management

Certifications & Training:

ServiceNow CSA Certification

ITIL V3 Certification

Scrum Master Certification

Cloud Computing Certification (Basic)

Nielsen Media applications - NPower, MarketBreaks, Galaxy Explorer and Arianna

Estimation Techniques, Maintenance Project – P1 & P2 Estimation

Training on Banking Applications, Entertainment Media & Broadcast Applications, Retail Applications, Insurance Applications, Business Intelligence portals

Windows Server – Foundation

Training on Sales tools – Provenue

Training on Retail tools: RFM1, RFM2, MovIt, Retalix

Expertise:

Primary Skills

Secondary Skills

ITSM / ITIL Framework

Incident Management, Problem Management, Change Management, Release Management, Vendor Management, Asset Management, Configuration Management, Application Management, Request Management, Service Catalog

ITSM tools

Primary Tool: ServiceNow

Other Tools: Peregrine, PPMC Kintana, LightHouse, Remedy

Skills

Technical Analysis, Design, Solving Technical Issues, Agile Methodologies

Business Analysis & Result Interpreting Techniques

Acceptance and Evaluation Criteria Definition, Brainstorming, Business Rules Analysis, Decision Analysis, Document Analysis, Metrics and Key Performance Indicators, Non-functional Requirements Analysis, Problem Tracking, Requirements Workshops, Scenarios and Use Cases

KM Technologies

Workflow, Content Management, Managed Document, Enterprise Portals

Major Assignments:

Client: Erie Insurance Role: ServcieNow Lead Analyst

Duration: 04/2018 – Till Date Location: Erie, PA

Job Responsibilities:

Provide Subject Matter Expert (SME) guidance of ServiceNow to technical, process, and business groups

Configure and standardize the ServiceNow tool, craft solutions and build technical requirements

Provides input on processes, procedures, or new approaches utilizing ITIL best practices

Workflow design and modeling along with business process engineering

Wrote functional requirements to create and maintain Measurements Dictionary

Gathered business and technical requirements and created the list of Key Measurements that eliminate ambiguity and set smart goals linked to strategic and measurable Business Objectives.

Articulated requirements into detailed testing scenarios and further translated them into test cases. Coordinated test case walk through

Support the master implementation plan per standard implementation methodologies

Lead Content Owner for Managed Document and Knowledge articles

Develop user stories as per Agile methodizes and ensures for delivery of a successful product

Support the execution of the Asset and Configuration Management (CMDB) process, ensure it remains consistent with the ITSM strategy, global process goals and ensure coordination with all other IT processes

Manage tables, relationships and metadata following ServiceNow best practices

Interact with business partners and relay information to the team and management

Coordinate communication between the various departments to ensure awareness and approval for releases, enhancement, defects and any other changes that impact the various environments that we support

Participated in integration analysis and studied critical dependencies on Servicenow modules

Client: McDonald's Corporation Role: ITSM & ServiceNow Lead

Duration: 01/2015 – 04/2018 Location: Oak Brook, IL

Job Responsibilities:

Implementation and Administration of ITSM Management Processes (Incident, Problem and Change), Building Service Catalog and Custom Application Development in Service-Now

Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB, User Administration and Discovery in ServiceNow

Testing and Reviewing workflows, UI actions, UI policies and Client Script while upgrading the Service-Now platform

Worked on tickets for change management, service catalog, notification, workflow and incident. Administered Discovery Management and created Reports

Technical requirements to develop features as per the business specification in ServiceNow

Involved in creation of workflows, sub flows and tables for inbound and outbound notifications

Creating users, groups, roles and load the data to Service-Now using import sets on daily, weekly or requirement basis

Redesigning the workflows in ServiceNow and reconciliation of complicated workflows to simpler form

Development of Service Catalog which includes creating new Catalog items, designing workflows and execution plans

Worked on various ITIL module by enhancing the tool to the stakeholders and made it easy to understand

Worked on scheduling the report generation in Service-Now as per the requirements

Involved in creation of reports, dashboards in ServiceNow

Design and Implementation of service requests through service catalog in ServiceNow

Coordinate with different stakeholders to analyse resolution of an organization critical issue and implementing the fix

Meeting with stakeholders to get the requirements and detailed user stories and analyzing the short- & long-term project plans. Collaborate with other system teams and end users to ensure that major releases maximize positive impact and stability while minimizing risk

Provide training sessions on ticketing tools, reporting and data entry

Knowledge Management Documentation and Value innovation

Client: NBC Universal Role: Application Owner / IT Infrastructure Lead

Duration: 08/2010 – 12/2014 Location: Manhattan, NY

Job Responsibilities:

Application owner, Process Lead, SME and BA for 36 Media Research Applications and providing end to end support

Co-ordinate for app enhancement and upgradation

Technical and functional analysis for media research tools/apps ticketing process integration with Peregrine

Keeping track inventory purchase, hardware and software assignment, Change Management and CMDB

Follow ITIL procedures to identify, analyze and to fix the issues. Root cause and Trend analysis methodologies

Handling Outages, sev – 1,2,3,4 issues and other priority tickets/issues

Maintains application servers, VMs, share drives and monitors data load

Ownership for SharePoint site – Admin, access, permission

Escalation and relationship management with key stake holders

Decision maker for Business Critical and Urgent Incident/Problem tickets. Process Lead of Infrastructure Management team and coordinate network, release and change implementation

Collect and define requirements, create and maintain a consistent strategic direction and operational architecture for content management

Infrastructure support – Windows Server, Active Directory, share drives, network lines, IP alignment in routers, FTP setup, accessibility over VPN, application compatibility

Coordinating for application, server and DB migration and merging

Ensuring disaster recovery drills with domain teams and business continuity planning

Owning the planning and coordination of all phases and activities involved in the release of a system or system update into the production environment; identify priorities, conflicts, dependencies, and risks for the release

Facilitates release meetings and develops the release recommendation and release deployment plan based on input from multiple stakeholders within various portfolio teams

Ensure team always delivers assigned tasks in time without compromising in implemented process and quality; follow SLA & OLA norms by maintaining infrastructure policies and SOX & PCI compliance

Worked with organization web designers, data managers and programmers to support and implement the organization’s knowledge management program

Training users on new features of application

Participating in bi-weekly meetings with VPs and Directors to understand the requirement for Business Process Flow and Business Critical requirements

Defining, testing and preparing SOPs, PRPs & Process Flow for future reference

Proactively working towards continual process improvements

Client: Royal Bank of Canada Role: Problem Manager / ITIL Coordinator

Duration: 09/2008 – 07/2010 Location: Bangalore, India

Job Responsibilities:

ITIL Service Support areas of Incident, Problem and Change Management

Identifying the problem areas by following the Trend Analysis and fixing it by Root Cause Analysis

Understand and Identify the Production, Development and Staging boxes and applications hosted on them before opening any urgent incidents related to it

Decide and open Business Critical and Urgent Incident/Problem tickets

Chairing and Managing weekly Change Advisory Board (CAB) meetings and Daily Service Review (DSR) meetings. Ensures that all CAB meetings are scheduled and facilitated effectively, including the timely generation and distribution of meeting agendas and minutes

VPN Admin: RSA Id creation / deletion, troubleshooting VPN login issues

Participating in weekly production calls to discuss the Urgent and Business Critical incidents opened within a week

Identifying and engaging the relevant application and operations teams during an outage

Update and maintenance of the Application support contacts on the shared database for future reference

Review new change requests and business requirements for its feasibility and provide error free solutions, least human intervention and confirm it to be in line with regulatory and accounting rules with minimum service impact

Handling issues related to accounts in BES server, Exchange servers and Network Accounts

Keeping the team and related SharePoint updated

Monitoring tickets for L2 agents and sending out weekly reports

Involved in transition of new process and procedures to help desk

Client: Reliance Info Sol. Role: ITIL Coordinator

Duration: 12/2006 – 08/2008 Location: Hyderabad, India

Job Responsibilities:

Coordinating Service Operations through Incident and Change Management

Core member of Incident Management and analysis strategy team, review/analyzing top L1 issues, preparing reports on key issues and chalking out resolution strategies and technical sessions

Providing remote technical support, calls/issue registration/logging, call assignment, resolution and closure by E-Helpdesk, call reports and managed project tracker

Handled POS front end Business applications like Retalix Storeline

Backend Retalix application for Reliance Retail format included

Technical support for operations cycle, identify configuration related errors and failed customer transactions

Identify and did the root cause analysis for error correction and forward to the concerned team

Validated the bill cycle for error free completion before application roll out

Addressing SAP and Retalix related issues

Co-coordinating with vendors for the pending issues, follow up & maintenance. Procurement, assessing performance of the vendors based on criterions like quality improvement, time delivery etc.

Educational Qualification:

Bachelor of Engineering in Electronics & Telecommunication Engineering



Contact this candidate