Service Desk

Name: Banusree

Contact: 832-***-****

Email: **********@*****.***

PROFESSIONAL SUMMARY:

Over 4+ years of IT experience including more than three years of experience in ServiceNow Development and Administration.

Hands-on experience in technical implementation of Incident Management, Problem Management, Change Management and Service Catalog.

Experienced on Developing and Design, Implementing Service Portal for Enterprise and customizing based on organization Business Requirements.

Experienced in Working closely with Business Owners, Process Owners, Form Owners and Application Owners in gathering Requirements.

Experience in implementing end-to-end Service Catalog.

Designed and configured different Workflows for various Service Catalog items.

Establishing and keeping the SNOW Catalog up-to-date as your IT estate evolves

Maintaining a list of SNOW software manufacturers across the organization.

Providing real-time license compliance and entitlement information to the SNOW software request approvers, to minimize license compliance risk.

Laying a foundation for further data exchange between Snow Software’s asset management solution and the ServiceNow implementation.

Worked in Installation and Configuration of different modules of ServiceNow.

Created different Transform maps to import data into ServiceNow.

Implementing system security by using Access Control Lists (ACL).

Worked on End to End implementation of CMDB module using Discovery tool in ServiceNow.

Experience includes advanced knowledge, understanding and implementation experience with ServiceNow IT Asset Management, ITSM, CMDB, Discovery and Service Catalog solutions, best practices and industry trends.

Provides daily support of Service Management Platform (ServiceNow), Configuration, Customization, Integrations, Administration ServiceNow processes (User management/Group management), Functions, Service Catalog and Workflow.

Experience in creating Update Sets to migrate group of customizations from one instance to another instance.

Configured MID Server to import data from external sources. The Discover tool is used through MID server in order to complete update CMDB by Assigning the Relationship between CIs.

Participated in workshops (new technologies, enhancement) with ServiceNow partner teams to help company implement ServiceNow using best practices in ITSM.

Excellent work experience on Front-end and Back-end testing.

Excellent oral and written communications, interpersonal, negotiation, analysis and problem-solving skills.

TECHNICAL SKILLS:

ITIL

ServiceNow

Requirement Management

MS Word, MS PowerPoint, MS Excel, MS Visio

Programing Languages

C/C++, Java,J2EE, SQL, PL/SQL

Scripting Languages

JavaScript, HTML

Project Management / Tools

MS Project, MS Office, SharePoint

Object Modelling Software

Process

Waterfall, Agile Methodology, Prototype model.

PROFESSIONAL EXPERIENCE:

Client: EY

Jan 2022-Till Date

Role: ServiceNow Developer/Administrator

Roles & Responsibilities:

Responsible for day to day management within the platform

Enhancements and development in Incident management, Request management and service catalog management.

Responsible for implementation and administration of ITSM and ITIL (Incident, Problem and Change) Management Processes, Project Management, Building Service Catalogs, CMDB (Configuration Management Database), maintenance and custom Application Development in ServiceNow.

Expertise on creation of workflows for service catalog items in Servicenow.

Managed intake and requirements gathering for corporate wide servicenow instance.

Good Knowledge of CMDB and Asset Management services: Business services, service offerings and configuration item relationships.

Maintain service level agreement (SLA) and monitor an SLA Workflow.

Built servicenow forms forms scratch along with advance customization at level of UI Pages as per the complex requirements.

Created catalog client scripts and UI policies to make client-side changes.

Created the UI page to use them in Catalog items, implemented using UI scripts.

Experience on ServiceNow Customizations as per client's requirement.

Good experience in developing workflows and in customizing the applications in ServiceNow using Java script, CSS and HTML.

Worked on End-to-End implementation of CMDB and Asset management. Performed Data migration to import data from other applications and external databases.

Establishing and keeping the SNOW Catalog up to date as your IT estate evolves

Expertise in analysis of end user requirements and business rules based on given documentation and worked closely with tech leads and Business analysts in understanding the current ServiceNow system.

Configured Scheduled Data Import for importing data files from remote server location.

Experience in generating and scheduling reports for multiple criteria as requested by different groups.

Amneal LLC

May 2017- Jan 2020

ServiceNow Administrator

Roles &Responsibilities:

Working with client and functional requirements within Service Now.

Facilitating country roll out of new applications and modules.

Implement Service-Now customization including, but not limited to, Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, and data imports and exports.

Assist in the definition of business requirements and provide definitions and updates of system design documentation.

ServiceNow application development; including creation and configuration of Service Catalogs, Email Notifications, Data imports and exports and Reports.

Experienced in the analysis, development and automation of various ITSM processes including Incident Management, Change Management, Asset Management, Service Request.

The service we also provide to clients is a semi managed service for administering their Service desks that has been implemented.

This includes various administration tasks within Service desk software.

Created Buttons and context menus both on form and lists using UI actions Designed many email templates by using HTML and used them in notifications Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.

Created new Business Rules/Script Includes/Client catalog script/Client Script.

Configured chat functionality for Service Desk ticketing queue and created transform maps for importing CMDB data.

Written Script Includes and invoked them in business rules and client scripts Imported Active Directory to Service now using data sources.

Created data sources and loaded the Service-Now tables with different data formats Created transform maps both automatic field mapping and scripting Also worked on Asset Management and loaded the data into it..

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