Candidates About

 

Meenakshi Sivagnanam 

 

Professional Summary:

·         To work in a globally competitive environment on challenging assignments that shall yield the twin benefits of the job satisfaction and a steady-paced professional growth. 

·         Responsible Technology Analyst proficient in ServiceNow development, Passionate and motivated, with a drive for excellence.

·         Over 9 years of experience in analysis, design, development of Service Now tool.

·         The journey involved the implementation of Platform Support and Maintenance as well as Enhancements on Change Management, Incident Management, Configuration Management, Problem Management for Service-Now instance. It required maintenance of ITIL processes using Service-Now IT Service Management Tool and implementation of new modules.

·         Initiative vocal, and articulate. Interacts with peers and business partners to explore new and better ways of doing things. Does not wait to be told what to do

 

Skills:

 

·         Languages                                           JavaScript, SQL, Unix commands

 

·         Web Technology                                 HTML, XML

 

·         Design tools                                        Microsoft office

 

·         Databases                                            SQL Server, MySQL, Oracle

 

·         Tools                                                   ServiceNow, Remedy

 

Work Experience:

 

Infosys Limited - Technology Analyst – Dec 2011 – Till Date

 

Client: Apple - October 2016 – Till Date

 

·         Requirement gathering, documentation including design document. Leading client communication around requirement elicitation being at onsite.

·         Ensured best practices as per industry standards during development and implementation phases across projects.

·         Have created service catalog forms end to end which includes Implementation & Enhancement of change, demand, request modules.

·         Worked on enhancements related to the platform. Worked on incidents which were created due to a code -break.

·         Have been the release coordinator for my track.

·         Creating weekly reports and dashboards to present to the process owners.

·         Worked on developing IM, PM and service catalog forms using Client Scripts, UI Policies, Business Rules, ACLs, workflows etc. worked majorly on service catalog.

·         Involved implementation of Platform production Support and Maintenance as well as enhancements on Change Management, Incident Management, Configuration Management, Problem Management for Target’s Service-Now instance. It required maintenance of ITIL processes using Service-Now IT Service Management Tool and implementation of new modules.

·         Maintaining the on-call rosters to provide the continued support to the customer. Have prepared reports as to when required for the team.

·         Worked on the most critical 2-way integrations with third-party tools like CompuCom, NCR, SMS, Lexmark Have worked on SSO and LDAP integrations.

·         Have working experience in configuring and monitoring MID Servers. Have clustered mid-servers to help share instance load and server failovers.

·         Have been the release coordinator which included Code promotion to higher environments Creation of new service catalog items, order guides, record producers and modifying the existing ones as per the new requirement Developing and configuring Business Rules, Script Includes, UI Policies, Catalog Client Scripts and Client Scripts, etc.

·         Have been a part of upgrades and post-upgrade activities. Have taken care of cloning which involved pre & Post clone activities

·         Implemented Workflows for various applications and Catalogs.

·         Developed project quality documents for the entire process of development as well the workflows.

·         Provided training sessions on Service-Now for new folks in the technology, both, in and across the projects. Provide responsive support for production issues and outages, helping ensure minimal downtime and loss of productivity and service by applying effective troubleshooting techniques.

·         Prepare comprehensive root cause analysis and presents alternative solutions with cost/benefit/risk perspective.

 

Client: Jabil -  Jul 2016 – Sep 2016

           

·         Have created service catalog forms end to end which includes Implementation & Enhancement of change, demand, request modules along with the implementation of new Helsinki features. implementation of service catalog and orchestration workflows, mobile app integration etc.

·         Worked on incidents which were created due to a code -break. Have been the release coordinator for our team.

·         Creating weekly reports and dashboards to present to the process owners.

·         Worked on developing IM, PM and service catalog forms using Client Scripts, UI Policies, Business Rules, ACLs, workflows etc. worked majorly on service catalog.

 

 

Client: P&G - May 2016 – Jun 2016

 

·         Have worked on service catalog module, end to end and have created service catalog forms end to end which includes Implementation & Enhancement of change, demand, request modules

 

 

Client: Target - May 2013 – Apr 2016

 

·         Implemented various new modules from end to end like MPSD/BOS, Etc.

·         Have configured Mid- Server for all the instances for our client post Eureka upgrade.

·         Have done end to end testing for Eureka upgrade and currently working with Fuji release.

·         Worked on UI Pages, UI Macros, Formatters, Script Includes etc., as part of Catalog Implementation.

·         Worked on various change requests which involved numerous enhancements to the existing modules.

·         Provided my Service-Now skills to support and maintenance towards Incident Management, Problem

Management, Change Management, Event Management and Enterprise Technical Governance processes.

·         Worked as part of major releases and played the role of Admin in moving code to live environment

By supporting with necessary documentations.

·         Have taken care of end to end cloning activities, which includes scheduling clone request, Pre & Post

Clone activities, and communicating to the end users and process owners about the clone

·         Implemented Workflows for various applications and Catalogs

·         Overall administration of the Service Now instance

·         Design, develop, and maintaining integration with other applications such as Active Directory, NCR, CompuCom

Etc.

·         Developed project quality documents for the entire process of development as well the workflows.

·         Provided training sessions on Service-Now for new folks in the technology, both, in and across the projects

·         Provide responsive support for production issues and outages, helping ensure minimal downtime and loss of productivity and service by applying effective troubleshooting techniques.

·         Prepare comprehensive root cause analysis and presents alternative solutions with cost/benefit/risk perspective.

 

 

 

Client: Pfizer - Jan 2012 – Feb 2013

 

• Worked on Transport Management System (TMS), Database Management, User & Role Administration.
• SAP Central user administration (CUA), System administration of all Enterprise to included application servers being deployed in development phase BW / CRM / SCM.
• Assisted SAP process team members when building roles based on job requirements and segregation of duties guidelines. Facilitated the creation of role descriptions for all new roles. Facilitated testing of these roles as Security Analyst and SMEs (Subject Matter Experts).
• Worked with each Business Unit to help develop design and implement application standard SAP security roles which represent the business needs and to comply with Segregation of Duties / SOX compliance guidelines.
• Worked with Business Analyst ABAP developers to enhance the SAP delivered transaction code security.
• Understanding of Business processes in a sufficient manner to effectively analyze security requests.
• Worked with SAP Basis, SAP Development and Network team members to resolve application Security issues.
• Worked on Basis team as Security / Basis until segregation of duties guidelines separated the Job lines.
• Technically performed Security upgrades, User Maintenance, Security Audits as well as maintaining a level of system knowledge on security solutions by attending SAP training and seminars.
• Worked in TWS Job Scheduling Console & Oracle Job Scheduler
• Worked in UNIX, Server Monitoring, Ticketing Tools –Remedy & Service Center
• Worked in SAP Instance & server reboots and maintenance.

 

Accenture Services: Technical Service Executive: Oct 2009 – Nov 2011

Client: Level 3 Communications & P&G

·         Worked on Transport Management System (TMS), Database Management, User & Role Administration. SAP Central user administration (CUA), System administration of all Enterprise to included application servers being deployed in development phase BW / CRM / SCM.

·         Assisted SAP process team members when building roles based on job requirements and segregation of duties guidelines. Facilitated the creation of role descriptions for all new roles. Facilitated testing of these roles as Security Analyst and SMEs (Subject Matter Experts).

·         Worked with each Business Unit to help develop the design and implement application standard SAP security roles which represent the business needs and to comply with Segregation of Duties / SOX compliance guidelines.

·         Worked with Business Analyst ABAP developers to enhance the SAP delivered transaction code security. Understanding of Business processes in a sufficient manner to effectively analyse security requests.        

·         Worked with SAP Basis, SAP Development, and Network team members to resolve application Security issues. Worked on Basis team as Security / Basis until segregation of duties guidelines separated the Job lines. Technically performed Security upgrades, User Maintenance, Security Audits as well as maintaining a level of system knowledge on security solutions by attending SAP training and seminars.

·         Worked in TWS Job Scheduling Console & Oracle Job Scheduler.

·         Worked on UNIX, Server Monitoring, Ticketing Tools –Remedy & Service Centre.

·         Worked in SAP Instance & server reboots and maintenance.

Intelenet Global Services Ltd – Senior Customer Service Executive

Client: Barclays Bank

·         Customer support for Barclays customers to solve banking related issues. 

HCL: Technical Support Officer

Client: AT&T

·         Technical support for AT&T worked and assisted customers in resolving technical issues. 

Key Attributes

 

·         Inquisitive want to understand how it works.

·         Investigative A detective; able to dig in and get the facts of a situation. Doesn't hesitate to research a problem to find the best answer.

·         Innovative generates creative solutions, tries different and novel ways to deal with problems and opportunities.

·         Passionate truly likes this type of job and looks forward to the challenges.

 

Education

 

Holds Bachelor of Technology in Information Technology from Anna University, graduated in 2008

 

Trainings & Certifications

·         Certified ServiceNow System Administrator

·         ServiceNow PA training         

·         Infosys COE Service now Training

·         ITIL Problem and Change Management certification      

·         ITIL Service Desk and Incident Management certification       

·         Certification on CPG Retail