Servicenow Administrator (Csa, Itsm/Itom/Itam/Hrsd)

RESHMA BEEMANA

ServiceNow Administrator CSA & CIS-DF Certified ITSM, ITOM, ITAM & HRSD Incident, Problem, Request & Change Management 3+ Years Experience

Bangalore, India +91-709******* *****************@*****.*** linkedin.com/in/reshma-beemana-b00326389 PROFESSIONAL SUMMARY

CSA-certified ServiceNow Administrator with 3+ years of experience across ITSM, ITOM, ITAM, and HRSD, specializing in ServiceNow Administration, Service Catalog management, ACL administration, and Flow Designer-based workflow automation. Skilled in managing enterprise ServiceNow environments, including Incident, Problem, and Change Management, IT Operations Management (event and CI monitoring support), IT Asset Management (hardware/software asset lifecycle and license tracking), and HR Service Delivery (HR case and employee service request handling). Experienced in user access and group administration, SLA compliance tracking, and production support for high- availability environments. CIS-DF (CMDB and CSDM) certified with strong RCA, troubleshooting, and stakeholder communication skills, with a consistent track record of improving resolution times and reducing recurring incidents through proactive process improvement.

CORE COMPETENCIES

ServiceNow Platform Administration • ITSM, ITOM, ITAM & HRSD • User, Group & ACL Management • Service Catalog

& Approval Workflows • Flow Designer & Workflow Automation • Incident, Problem & Change Management • IT Asset Lifecycle & License Management • HR Case & Employee Service Management • Event Monitoring & CI Health Support • SLA Management & Compliance Reporting • P1/P2 Incident Handling & Escalation • Knowledge Management • Root Cause Analysis & Defect Prevention • Instance Cloning & Upgrade Validation • Stakeholder Communication TECHNICAL SKILLS

ServiceNow Modules: ITSM, ITOM (Event Management, CI Health/Service Mapping support), ITAM (Hardware/Software Asset Management), HRSD (HR Case & Employee Service Center), Incident Management, Problem Management, Change Management, Service Catalog, Flow Designer, Workflow Editor, Business Rules (Basics), UI Policies, Client Scripts Administration: User Management, Group Management, Access Control Lists (ACLs), Access Requests ITIL Practices: SLA Management, Incident Lifecycle, Change Lifecycle, Request Fulfilment Operations & Reporting: P1/P2 Incident Handling, Escalation Management, Ticket Lifecycle, Dashboards, SLA Reports, Knowledge Management, Service Portal

Certifications: ServiceNow Certified System Administrator (CSA), Certified Implementation Specialist – Data Foundations

(CIS-DF, CMDB and CSDM)

PROFESSIONAL EXPERIENCE

ServiceNow Administrator — L1/L2 Support Sep 2022 – Oct 2025 ATOS Bangalore, India

• Administer the ServiceNow platform supporting enterprise ITSM modules across IT Operations.

• Manage users, groups, roles, ACLs, and access requests to maintain secure and accurate platform access.

• Configure Service Catalog items and manage associated approval workflows to streamline request fulfilment.

• Support Incident, Problem, and Change Management processes across enterprise environments.

• Manage P1/P2 incidents and coordinate with technical teams to drive timely resolution.

• Generate SLA reports and dashboards for performance tracking and management visibility.

• Support instance cloning and upgrade validation activities to ensure platform stability.

• Create Knowledge Base articles, reducing repeated tickets and improving self-service adoption.

• Supported ITOM activities including event monitoring and CI health checks, helping maintain visibility into infrastructure status and reducing undetected service impacts.

• Managed IT Asset Management (ITAM) activities, including hardware/software asset tracking, license compliance checks, and asset lifecycle updates within the CMDB.

• Handled HR Service Delivery (HRSD) cases and employee service requests through the HR Service Portal, coordinating with HR teams to ensure timely resolution and SLA adherence. KEY ACHIEVEMENTS

• Maintained 95% SLA compliance across Incident and Request Management processes.

• Successfully resolved 10–20 tickets per day in a production support environment.

• Improved incident resolution time by 20% through proactive escalation and prioritization.

• Reduced recurring incidents by performing Root Cause Analysis and implementing preventive actions.

• Improved knowledge management practices, resulting in fewer repeated support requests.

• Supported enterprise ServiceNow environments with high availability requirements. PROJECTS

ITSM Process Optimization & Service Delivery Enhancement

• Streamlined Incident Management workflows to improve response and resolution times.

• Optimized ticket categorization and assignment processes.

• Improved knowledge article quality and accessibility.

• Enhanced reporting and SLA tracking capabilities for management review. EDUCATION

Bachelor of Technology (B.Tech) 2018 – 2022

JNTU – Anantapur, Gudur, India

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