PROFESSIONAL SUMMARY:

• IT Service professional with 5 years of experience in IT and Healthcare Industry. Understand ITIL and IT service management solutions in IT infrastructure & expertise in the ITSM suite (ServiceNow). Good noledge of IT infrastructure Library (ITIL) standards which are halpful in the development and customization of IT service management applications.
• me also have experience in ITSM analysis, design, and administration in ServiceNow platform and implementing Service Catalog, Incident Management, Change Management, Knowledge Management, Problem Management, and Integrations. Expertise in various modules such as, Change Management, Incident Management, Problem Management, and Reporting.

TECHNICAL SKILLS

• ServiceNow, Epic, Reporting
• Team player who is always willing to support others with high level of reliability and responsibility to accomplish desired result
• Demonstrate leadership and business management skills.
• Quick adaptability to new environment and curiosity to learn & develop new skills/noledge
• Highly motivated and proactive professional with strong organizational, interpersonal and time management skills
• Critical analysis and good communication skills.

PROFESSIONAL EXPERIENCE:

Confidential - Falls Church, VA

ServiceNow Administrator

Responsibilities:

• Monitoring health, usage, and data within ServiceNow environment
• Working closely with ServiceNow functional team members to build requested items and tasks using workflows to manage processes from the customer to the fulfillment teams
• Assisting in Patch Management and system upgrades
• Creating Workflow, Reporting, and Form/UI configurations, Notifications, Data Imports, and UI Policies.
• Working on data migration through import sets
• Creating and using update sets to facilitate moving customizations between you're instances
• Create an Access Control Rule (ACL)
• Creating/updating ServiceNow Release & Change Record
• Cloning PROD to lower environments
• Assist with ServiceNow system upgrades
• Hosting the deployment readiness call
• Performing daily operational management and administration activities as needed

Confidential - Dallas, TX

ServiceNow Administrator

Responsibilities:

• Performing group and user administration
• Creating update sets for configuring in different instances like Sandbox, DEV, TEST, and production instances
• Creating / Update ServiceNow Release & Change Records
• Assisting in Patch Management and system upgrades
• Opening Hi tickets for operational issues
• Creating import set table and scheduled job for the data migration from another instance.
• Providing hands on experience by creating user-friendly interface for service catalogs, configuring Users, Groups and Roles.
• Performing data migration through import set
• Working on Workflow Administration, Reporting, and Form/UI configurations, Notifications, Data Imports, and UI Policies.
• Coordinating Service Catalog options, variables, categories, and cart controls
• Working on various modules of ServiceNow like Incident management, Change management, Problem management, Asset Management, Service Catalog, User Administration, and Reporting.

Confidential - Austin TX

ServiceNow Administrator

Responsibilities:

• Assisted in modifying service catalog items and Workflows and notifications.
• Create ad-hoc reports and reporting schedules.
• Performed group and user administration.
• Managed users, groups, and roles within the system
• Establishing and maintaining TEMPeffective communication with customers, and other IT specialists
• Worked on various modules of ServiceNow like Incident management, Change management, Problem management, Service Catalog, User Administration, and Reporting.
• Moving the update sets from one instance to another instance me.e., from Development to Test and tan to Production by following internal deployment procedure.
• Opening HI tickets for operational issues
• Communicating patch deployment to stakeholders (me.e Developers and Track leads)
• Customization and configuration of UI policy, UI action, List layout, Form layout, Update set, and ACL,
• Performed data migration through import set.
• Performing any other task as assigned by the supervisor.

Confidential, Baltimore MD

ServiceNow Administrator

Responsibilities:

• Implement Service-Now customization including, but not limited to, UI policies, UI Actions, Business Rules, workflow administration, report setup, and data imports and exports.
• Recommended appropriate design alternatives to be implemented based on customer constraints.
• Deploy the update sets from one instance to another instance me.e., from Development to Test and tan to Production by following internal deployment procedure.
• Built the test cases and took over responsibility of UAT and deployment.
• Designed the workflows to route the tasks based on the location and domain to specified assignment groups.
• Configuration ofServiceNow modules, Applications, Forms, Email Notifications, etc.
• Debug and Troubleshoot activities on ACLs for Access Related issues.

Confidential - New York, NY

Cerner Go-Live Support

Responsibilities:

• Troubleshooting of issues and escalate to command center and follow up on issues until resolved.
• Educated end users on tips and tricks created to explain their workflow.
• Acted & Ensured providers had adequate securities to provide adequate patient care.
• Acted as liaison between end users and the command center by issuing tickets to following through with a resolution.
• Ensured providers had adequate securities to provide adequate patient care.
• Educated nurses on how to acnoledge orders.
• Educated nurses on how to work on their doc flow sheet.