Development

·   Responsible for the implementation, customisation and maintenance of application

modules - Incident, Service catalog management

·   Performed core configuration tasks including system policies, business rules and

client scripts

·   Created Service catalog templates for various use cases to be used by catalog

admins to develop catalog items

·   Created workflows for the service catalog items. Also created customised

workflows to reuse them in different workflows

·   Configured workflows to automate change approval processes

·   Automated ticket creation through custom inbound action

·   Created and utilised update sets to move the customisation from dev instance

to testing instances

·   Content Management - Created scheduled reports, dashboards. Also designed

ESS pages

·   Manages users, groups and roles

·   Manages data with the CMDB, Import Sets, and Update Sets

·   Involved in the upgrade from Geneva to Helsinki

·   Perform day to day administration of the Service-Now tool

·   Performed QA role and defined test cases and documented the test results

Customer Management

·   Understand the customer expectations, coordinate with offshore and address the

concerns

·   Keeping customer informed on progress through effective communications

Status Reporting

·   Created automated reports for incident, change management for

regular and transparent status reports to relevant stakeholders

Documentation

·   Created requirement and technical specification documents for the

Implementation of new change requests, created solution documents

·   Created test cases and test results

Induction

·      On-boarding new applications (around 70+) into the Incident and

Problem Management area.

·      Preparing on-boarding plan

·      Execute Knowledge Transition

Customer Expectations Management

·      Handled escalations in a timely and appropriate fashion,

handled / resolved High and Critical incident with a quick turnaround time

·      Proactive Engagement and KCI

Incident and Problem Management

·   Quickly responds to all notifications of unplanned service interruptions from

the customer

·   Provides primary initial incident support. Documents, categorizes and

prioritizes incidents as they occur.

·   Ensures that incident routing does not meet bottlenecks and that appropriate

resources have been engaged to effectively investigate and diagnose

critical incidents.

·   Understands SLA requirements and works to ensure those requirements are

met when possible.

·   Provides detailed Root Cause Analysis (RCA) documentation to Problem

Management and attends RCA meetings with the customer to determine

the root cause of incidents, SLA infractions and primary ownership of any

resulting action.

·   Developed and documented several Incident Management process models for

the role of Incident Manager

·   Backlog management.

Status Reporting

·   Created, analysed and distributed Incident Management reports and provided

regular and transparent status reports to relevant stakeholders.

·   Identified and implemented process improvements.

·   Provide and receive user feedback after incident and problem resolution and

provide feedback to stakeholders on the same

·   Participated in problem , incident reviews, such as open/closed call reviews

and monthly/quarterly customer meetings

Documentation

·         Composing requirement and technical specification documents for the

Implementation of new change requests.

·         Create, update and maintain:

o    Application related documents – L1/Service Desk, L2

runbooks for the Infrastructure teams etc.

o    Troubleshooting documents - serves as a repository for the known

issues and that can be reused by the members in the team for

Effective and efficient incident handling

ServiceNow Customization

Business Analysis

·     Analyse business requirements such as scope, processes alternatives

via document analysis, interviews and workshop

·     Engage client to gather software requirements/business rules, and ensure

alignment with development teams

·     Communicate client’s business requirements by constructing easy to

understand data and process models and liaise between business and

technical personnel to ensure a mutual understanding of processes and

applications

·     Facilitate monthly meetings with clients to document requirements and explore

potential solutions

Design and Development

·   Developed a module to replicate a functionality from lotus notes to SNOW

as PoC and the same was approved