Objective
To utilize my knowledge and experiences to obtain a challenging position in a dynamic
environment where, I can get an opportunity to prove my capabilities, my skills and contribute
towards achieving the organization’s objectives.
Summary:
Qualified IT Professional with 3.1years of experience as a ServiceNow
administrator
Excellent verbal and written communication skills – Able to present
information, status, and issues in a clear and concise manner with the goal of
driving to a decision.
A passionate, articulate, goal-oriented, and dynamic professional with a
successful background in incident handling and providing the solution in a
detailed manner.
Attention to detail and complex problem-solving abilities from an operational
and technical perspective.
Ability to work independently and as part of a group.
Aptitude for learning and rapidly mastering new applications and technology
Excellent analytical skills with proficiency in debugging and problem-solving.
Certifications
Certified ServiceNow administrator
ITIL4 Internally Certified
ITOM
Technical Skills
Tools : Service-Now, One io
Operating Systems : Windows 10, Linux
Other : Microsoft Office, Excel
Programming languages: C, Core Java
Web Technologies : HTML
Database Management : MySQL
Professional Experience
Company: Confidential
Current Project: Confidential
Description:
Confidential is a German multinational pharmaceutical and life sciences company and one of
the largest pharmaceutical companies in the world. Headquartered in Leverkusen, Bayer's
areas of business include pharmaceuticals; consumer healthcare products, agricultural
chemicals, seeds and biotechnology products
Roles and Responsibilities:
Responsible for day-to-day management within the platform.
Having Practical Knowledge of ITIL frameworks- Incident management, Change
management, Knowledge management, Request management, User management.
Provide timely updates, feedback to incident originator.
Analyzing issues and assigning the cases to concerned teams.
Worked on Business Rule, Integration/configuration, Client Scripts, Dictionary Overrides,
Notifications, Knowledge management and Reporting areas to meet the business
requirements.
Worked on Inbound and Outbound Integrations.
A strong understanding of ITSM (IT Service management)
Having depth knowledge on SLAs and make sure about maintaining and monitoring an SLA.
Documentation of problems/incidents and resolution for future reference.
Worked on ACL’s (Access control list) for providing the data security.
Expertise in Creating catalog items and creating record producers in service catalog.
Incident management experience using Update Sets, Import Sets in Service Now.
Worked with Dashboards, reports in ServiceNow.
Worked on controlling the CMDB data.
Having Practice on monitoring Mid server health checks on daily basis.
Skilled on sync-related issues between multiple instances
Worked on monitoring E-Bonding Transactions.
Regular interaction with clients for requirements clarification and for Applications.
Worked on Stories and Production issues P1 tickets.
Working on Service Level Agreements, Surveys, and part of reporting.
Worked in deployment activities like moving update sets from one instance to another (Dev-
Test-Prod)
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