SERVICENOW ADMIN/ DEVELOPER Resume Atlanta, GA - Hire IT People

SUMMARY

Experienced motivated, result driven, team oriented and resourceful ITIL ServiceNow Administrator with strong analytical background.
Strong project management background using Agile/Scrum methodologies.
Developed solutions to support the ITIL processes like incident, problem, change.
Experience working on different instances of ServiceNow from Kingston to Orlando.
Experienced in all phases of application lifecycle including Requirement analysis, Design, Development, Testing, and Production Support.

AREAS OF EXPERTISE

PROFESSIONAL EXPERIENCE

SERVICENOW ADMIN/ DEVELOPER

Confidential, Atlanta, GA

Responsibilities:

Involve in managing system configurations, gathering, and documenting user and process requirements, developing workflow customizations, and performing quality assurance.
Development of Service catalog which includes creating new catalog items, designing workflows and execution plans for each item.
Created functional and technical specifications documents for various ServiceNow modules
Responsible for the Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Service Catalog, Cl relationship between tables in ServiceNow.
Working on ServiceNow Discovery module, comfortable deploying discovery of Configuration items in a multi - data enter environment.
Configuration of Email Notification and Alerts to notify users about specific events in the system.
Involve in design, development, administration, and deployment of ServiceNow.
Ability to handle incidents within the set SLA terms.
Creating database views to pull the reports on variables and fields which are being used by catalog items and incident records
Writing Catalog client scripts and UI policies to make client-side changes across multiple forms.
Creating Knowledge articles to document the steps in creating catalog items and other processes within ServiceNow Platform.
Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.

CUSTOMER CARE REPRESENTATIVE /ADMIN

Confidential, Atlanta, GA

Responsibilities:

Answering phones and responding to customers care issues.
Using Remedy Application to Log in tickets for end users and clients.
Attend to customers calls from different networks operators
Advise customers on how to get issues resolved.
Used system logs to view information about system activity (i.e., Workflow, Configuration, Transaction, Email, Events, System and Upgrade logs)
Educated end users on the usage of service now applications like incidents, problems and service catalogs.
Created various front-end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
Communicated with end users, identifying their difficulties and changing the applications as per their requirements.
Designed Workflows, along with standard Workflow templates which can be reused.
Worked on UI customizations for forms, lists and UI actions.
Service Catalog (Request Item, Order guide and record producer) has been created based on client requirements.
Workflow has been created to support the approval workflow and task assignment.
Used system logs to view information about system activity (i.e.,Work Flow, Configuration, Transaction, Email, Events, System and Upgrade logs)
Created and modified Update sets to transfer data from one service now instance to another instance.