ServiceNow Admin
About Candidate
Introduction:
The candidate is an IT professional with seven years of experience in development, testing, administration, and support, with a strong focus on the ServiceNow platform. They have four years of expertise in ServiceNow as both an administrator and developer, specializing in IT Service Management (ITSM), Service Catalog, and Customer Service Management (CSM). Their skill set includes designing custom applications, configuring workflows, and automating ITIL-based processes for incident, problem, change, and request management. They have successfully migrated legacy platforms to ServiceNow, improving operational efficiency and service delivery. Additionally, they have experience with data migration, integration with third-party applications, and designing Agent Workspaces for enhanced user experience. The candidate is proficient in scripting with JavaScript, XML, and HTML, as well as database management using Oracle and MySQL. They have a strong background in user administration, security access control, and system maintenance, including cloning, patching, and upgrades. Their expertise extends to workflow automation, SLA configuration, reporting, and dashboard creation, contributing to improved service efficiency. They have also handled technical support, ITSM ticketing, and service delivery functions, ensuring end-to-end incident management and customer satisfaction. With a foundation in Agile methodologies, they have collaborated with cross-functional teams to gather business requirements, develop functional documentation, and support user acceptance testing. Their ability to optimize service processes and implement best practices makes them a valuable asset in IT service management and enterprise application development.
Responsibilities:
- Designed and developed ServiceNow applications, including ITSM, Service Catalog, and CSM modules.
- Configured and automated ITIL-based workflows for Incident, Problem, Change, and Request Management.
- Managed ServiceNow administration tasks, including user roles, access control, cloning, patching, and upgrades.
- Created and maintained Service Catalog items, order guides, record producers, and variable sets.
- Designed and implemented workflows using Flow Designer to streamline service fulfillment processes.
- Migrated legacy systems to ServiceNow, ensuring seamless integration and improved operational efficiency.
- Configured Agent Workspace for enhanced user experience and visualization.
- Developed and managed Service Level Agreements (SLAs), notifications, reports, and dashboards.
- Supported bulk data migration, ensuring accuracy and consistency across systems.
- Integrated ServiceNow with third-party applications via inbound and outbound email configurations.
- Performed system and unit testing, ensuring application stability and performance.
- Assisted business teams in requirement gathering, technical documentation, and functional specifications.
- Resolved platform-related issues, ensuring high availability and optimal system performance.
- Configured and maintained Knowledge Bases to enhance self-service support and knowledge sharing.
- Created dynamic filters, reports, and dashboards to provide real-time insights and analytics.
- Managed ITSM ticketing, troubleshooting issues, and providing Level 1 and Level 2 technical support.
- Developed and implemented security policies for role-based access control in ServiceNow.
- Provided training and documentation to end users and internal teams for effective ServiceNow utilization.
- Collaborated with cross-functional teams in Agile environments to deliver solutions aligned with business needs.