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)
