Keywords
Skills
- Experience in ServiceNow implementation programs which includes requirement gathering and analysis, build of solution, testing and verification.
- Developing ITSM solutions across Incident, Change, Problem, Knowledge, Service Catalog Modules.
- Worked as lead technical developer for ServiceNow implementation program (transformation from HPSM). Designed solution for ITSM modules - Service Request, Incident, Change, Problem, Knowledge and ITOM Discovery.
- Migrating Service Catalog items from HPSM to ServiceNow, which included defining of complex workflows, approvals and assignments, resulting in workload reduction.
- Creation of catalog Order Guides based on conditional workflows, cascading feature to order catalog items in packages to meet client requirements
- Providing solutions and designing user friendly service portal, which includes portal banner modifications, labelling, changes to incident request list view
- Built performance analytics solutions and reports, includes creating reports form multiple source tables, dashboard views.
- Hands-On Experience on tasks such as ‘Personalization and Customization’, ‘Lists & Forms’, ‘Notifications’, ‘SLAs’, ‘Workflows’, including Client Scripts, UI Scripts, UI Policies, Business Rules.
- Change workflow which includes approval from CI approval group, Change Office, CAB/e-CAB across different stages of Change based on the change Subtype. Approval workflows which includes group level, manual, multi-level approval co-ordination
- Inbound mail actions based on mail subject line to auto fill CI’s, category, sub-category, impact, urgency upon tickets created via email
- Making notification more informative and user friendly by providing URL to access the to-be-actioned tickets related to viewing, approvals
- Worked on Service Mapping to define business services, troubleshoot the discovery and mapping process as well as create new discovery patterns.
- Worked on Discovery which includes set up mid servers, connectivity test, CI Discovery Phase, CMDB population,
- Worked on Business Service mapping and wrote scripts in the sensors to map CI's so that the end user can have a graphical representation of CI's and their relationship through BSM.
- Used ServiceNow mapping for unified Discovery of Hybrid Infrastructure and services.
- SLA configurations.
- Communication, meetings and workshops with stake holder/developers for requirement gathering, analysis/feasibility checks, testing, training, delivery, transitioning
Project history
Local Availability
Only available in these countries:
Australia
