Project Description : Merck is a German multinational pharmaceutical, chemical and life sciences company
headquartered in Darmstadt,.The project key concept to develop Customized Service Now Application to handle
most of the Service Management modules of the business process with Service Now suite like Change
Management, Incident Management, Problem Management, Service Request Management and other
customizations according to the Business requirements.
Roles andResponsibilities:
* Worked as ServiceNow admin for the implementation of ITIL Process and Performed daily Activities as per
the process.
* Handled Incidents, Problems and Requests in ServiceNow.
* Maintained business services and configuration item relationships in Service-Now tool.
* Worked on the development of templates and components.
* Worked on group and user creation and Managed users, groups and roles.
* Managed data with Table, Import Sets, and Update Sets.
* Managed User Administration in ServiceNow providing the required levels of Access for the customized
solutions.
* Configuration of Email Notification and Alerts to notify users about specific activities in the system.
* Investigating performance issues and use system logs to find issues.
* Created on SLA's and SLA Schedule based on requirement.
* System understanding of the existing applications and working closely with Business and technical
stakeholder to manage ongoing changes.
* Interacting with onsite and offshore team in resolving their problems.
* Performed group and CI relationship management activities.
* Performed monthly release activity for Servicenow.