SUMMARY

• To give effective as well as efficient effort towards attainment of organizational goals with exploring wide scope of knowledge and intelligence.
• To work in an environment that provides a challenging and rewarding career ensuring a high - level job satisfaction.
• Overall 4.5 Yrs of experience and 4 years on ServiceNow System Administration.
• Very good understanding of ITIL processes especially service support processes
• Worked on ServiceNow Configuration
• Implement Major Incident Management Process

TECHNICAL SKILLS

• Problem Management
• Change Management
• Knowledge Management
• Service Catalogs
• Custom Workflows
• CMDB
• Import Sets
• Web Services (REST
• XML)
• UI Policies Release deployment
• Matrix
• Change Healthcare
• MIIC
• Centricity
• Guardian
• EpicCare
• Systoc
• OBIX
• Caradigm
• CBORD
• PolyTech
• Aprimo
• Lawson
• CAG/VPN
• Skype for Business
• Teams. Active Directory

PROFESSIONAL EXPERIENCE

IT SERVICE MANAGEMENT ANALYST

Confidential, Colorado

Responsibilities:

• Resposible for participating in progree initiative that improve the overall delivery and value of IT Services to the business
• Working closely with both Enterprise and resort IT teams
• Maximizes the capabilities of Service Management platform through UI configuration, workflow creation,development of advance reporting and ITSM platform user adoption strategies.
• Produce Reports and provides analytics on key metrics and performance indicators to ensure compliance with agreed upon ServiceLevelAgreements.
• Monitors and analyzes treands in ITSM tool usage/usability,as well as customer feedback to identify potential issues, needs and opportunities
• Manage and prioritize simultaneous requests and projects concurrently.
• Other duties as assigned.

SERVICENOW ADMINISTRATOR

Confidential, SD

Responsibilities:

• Responsible for creating, maintaining and supporting Identity & Access Management Systems
• Ensure the timely provisioning and deprovisioning of user accounts and access permissions
• Monitor and maintain IAM systems processes
• Interactivity with Active Directory
• Assist application managers with establishing AD connectivity
• Respond to user issues with logons, passwords, lockouts etc
• Work Queues to ensure proper systems function and access request fulfillment
• Perform data cleanup and facilitate access reviews, report results and escalate issues as appropriate to management
• Help drive continuous process improvement related to identity and access management
• Identified and develops birthright roles and access rights.
• Partner with Techology Solution and other clinical/business teams to enhance provisioning and access management processes.
• Timely completion of access requests
• Attend daily meetings
• Provide support services including of activities related to Active Directory(AD) office 365,hosting and network.
• Configuration of Skype for Business phone
• Track and communicate client status, issues, time frames, and root cause related to tickets submitted by clients.
• Quickly triage and escalate critical support issues to the appropriate internal channels.
• Maintaining the security and confidentiality of all protected health information
• Manage and grant system access to Users, groups and computer
• Participate in and encourage a collegial, helpful, results driven working environment.
• Handle incoming security related trouble tickets issues from clients.
• Work with Staff to resolve security related issues
• Take ownership of tasks and follow through to ensure complete resolution
• Responsible for the general support, administration, and maintenance of the ServiceNow platform and associate applications.
• Managing, performing configurations across numerus technologies

SERVICENOW ADMINISTRATOR

Confidential, California

Responsibilities:

• Responsible for the general support, administration, and maintenance of the ServiceNow platform and associate applications.
• Understanding and representing your customer’s needs as part of providing IT service that meet or exceed those business needs
• Working with ITSM team members, internal customers, and external partners to design, develop, configure, test, document, and deploy new functionality and fix exciting issues
• Defined users, groups and roles and providing access controls
• Escalate performance issues, unresolvable incidents and service interruptions to ServiceNow technical support.
• Create and updates incident records in ServiceNow tracking system
• Knowledge of ServiceNow applications for Incident, Problem, Change, Knowledge, CMDB and reports/ metrics, as well as Performance Analytics
• Day to Day support and maintenance, work with functional team to develop solutions and coordinate support and development efforts within the admin team.
• Create and configure business rules, UI policies, UI actions, client scripts, and ACLs
• Create and configure notifications, Update sets
• Working closely with ServiceNow functional team to build request items and tasks, using workflows to manage processes from the customer to fulfillment teams
• Coordinate application and platform upgrades, load, manipulate and maintain data between ServiceNow and other systems and create ServiceNow reports and dashboards
• Configuring multiple Catalog Items
• Work directly with end users to resolve support issues
• Working with client and fuctional requirments with ServiceNow
• Integrate ServiceNow with internal/external systems and tools.
• Implement ServiceNow customization including, but not limited to,Client Scripts, UI Actions, Business Rules, workflow administration, report setup, and data import and exports
• Escalate performance issues, unresolvable incidents and services interuptions to ServiceNow technical support
• Create and updates incident records in Service Now tracking system
• Perform daily support activities on production and non-prod instance.
• Configured new functionality using client scripts, Business Rules, ACL, UI policies and UI action
• Actively engaged in developing and maintaining ServiceNow technical and design best practices such as programming best practice, code reviews, test automation, test-drive development, continuous integration/improved deployment.
• Developed complex Workflows and Service Level Agreement to automate the manual process in the organization and meet customer standard.
• Responsible for the administration of the ServiceNow tools and maintain business services and configuration item relationships in ServiceNow Platform
• Daily scrum call with team to discuss new requirments, progress, issues, and challenges
• Conducted regular meeting with client to discuss new requirement, progress report and escalations
• Prepared weekly delivery report and explained activities performed by team to IT manager
• Knowledge of improving performance and configuration by utilizing ServiceNow best practice.
• Strong ability to identify system deficiencies and recommend solutions and continual service improvement

SERVICENOW ADMINISTRATOR

Confidential, Texas

Responsibilities:

• Understand and representing customer’s needs as part of providing IT services that meet or exceed those needs
• Responsible for the optimal operation of our environment by actively investigating issues and solving problem before they occur
• Working with ITSM team members, internal customer, and external partners to design,develop, configure, test, document, and deploy new fuctionality and fix existing issues
• 100 percent ServiceNow Administration
• Performed migration to import data from other applications and external databases
• Attends daily stand-up meetings for ServiceNow stories /tasks.
• Configured Email Notification and alerts to notify users about specific activities ongoing in the system such as updates to Incident and Changes requests.
• Configure ServiceNow system including workflows
• Work on Service Mapping to define business services
• Troubleshooting discovery and dependency process as well as creating a discovery patterns.
• Modified and developed Workflows and Execution plans for the catalog items in ServiceNow
• ServiceNow technical lead in implementing Incident Management, Service Catalog, System Development Life-cycle (SDLC), Change Management, Knowledge Management and Custom Applications.
• This includes various administration tasks within Service desk software
• Establish and follow governance to allow for cohensive development from multiple organizations and teams
• Used Access Control Rules for securing and providing the right access to the right person/ role
• In dept understanding of ServiceNow functionality and how ITIL process can be implemented in ServiceNow including but not limited to Incident Management, Change Management, Problem Management, CMDB Management, Service Catalog, Knowledge Management and Service Portal modules

IT Helpdesk Specialist

Confidential, Texas

Responsibilities:

• Troubleshooting of basic network connectivity issues of endpoint devices like desktop computers, Laptop, Phone, Printers & providing exceptional customer service
• Troubleshooting, repairing, and performing test activities on various computer equipment and computer network system
• Setup software on client’s computers; install software, patches, drivers, prepare and deploy software package while maintaining a professional and courteous manner.
• Analyzing and diagnose hardware, software with operator problems
• Generate reports from ticketing system and other management systems
• Consult and assist manufacturers representatives in installation of new computer equipment,
• Ability to multi-task and work with management to prioritizes tasks
• Provide support on ServiceNow Platform for users
• Perform core configuration tasks such as Add users, group, create workflow activities, configure alerts and notifications view