Jyotsna P ServiceNow Administration/Developer/ Technical Business Analyst

ServiceNow Developer

American Family Insurance

Sep 2023 - Current (3 years)

●Working on implementing ITSM modules like Incident Management, Problem Management, Change Management, Knowledge Management, Configuration Management(CMDB), Service Request Management (Service-Catalogs) and ITOM (Discovery, Service Mapping and Orchestration) ●Collaborated with stakeholders to gather and document business requirements for ServiceNow IRM modules, including Policy and Compliance, Risk Management, and Audit Management. ●Conducted gap analysis and impact assessments to support rollout of IRM features across departments. ●Monitors and manages platform clones, patching and upgrades. ●Managing the CMDB tables and setting up the Reconciliation and Refresh Rules for different classes of CI’s for the data coming from various source o

ServiceNow Admin/Developer

American Family Insurance

Sep 2023 - Current (3 years)

●Working on implementing ITSM modules like Incident Management, Problem Management, Change Management, Knowledge Management, Configuration Management(CMDB), Service Request Management (Service-Catalogs) and ITOM (Discovery, Service Mapping and Orchestration) ●Collaborated with stakeholders to gather and document business requirements for ServiceNow IRM modules, including Policy and Compliance, Risk Management, and Audit Management. ●Conducted gap analysis and impact assessments to support rollout of IRM features across departments. ●Monitors and manages platform clones, patching and upgrades. ●Managing the CMDB tables and setting up the Reconciliation and Refresh Rules for different classes of CI’s for the data coming from various source o

ServiceNow Admin/Developer

State Farm

Jun 2022 - Aug 2023 (1 year 3 months)

●Developed end-user training materials and conducted training sessions to increase adoption of IRM modules. ●Confirm that Implementation, Post-Implementation, and Back-out plans are in place. Participated in UAT (User Acceptance Testing) and coordinated testing efforts to validate IRM functionality. ● Integrated Internet of Things (IoT) devices and sensors with ServiceNow for proactive monitoring of equipment status, enabling predictive maintenance and reducing downtime. ●Developed and implemented customer engagement tools within ServiceNow Field Service, enhancing communication channels and customer satisfaction. ●Managed field service inventory and spare parts using ServiceNow, ensuring adequate stock levels and minimizing delays in servi

ServiceNow Developer

State Farm

Jun 2022 - Aug 2023 (1 year 3 months)

●Developed end-user training materials and conducted training sessions to increase adoption of IRM modules. ●Confirm that Implementation, Post-Implementation, and Back-out plans are in place. Participated in UAT (User Acceptance Testing) and coordinated testing efforts to validate IRM functionality. ● Integrated Internet of Things (IoT) devices and sensors with ServiceNow for proactive monitoring of equipment status, enabling predictive maintenance and reducing downtime. ●Developed and implemented customer engagement tools within ServiceNow Field Service, enhancing communication channels and customer satisfaction. ●Managed field service inventory and spare parts using ServiceNow, ensuring adequate stock levels and minimizing delays in servi

ServiceNow Business Analyst

loanDepot

Jan 2022 - May 2022 (5 months)

• Working on integrating ServiceNow with 3rd party tools. • Building Flow Designers and creating custom spokes for integration. • Working closely with Stakeholders to understand the requirement, provide them with feasibility, convert the requirement into a technical requirement, develop the requirement, demonstrate, assign it for UAT, and take sign off. • Created several workflows for ITSM, Service Catalogs, GRC, Security Operations, Performance Analytics and HRSD • Create REST API for integration with Dynamic 365, and Genesys Pure Cloud tools for existing users in AD. • Configure custom spokes for integrating Microsoft Active Directory with Dynamic 365. • Automating the manual process of onboarding, by adding the users to the groups in Dyn

ServiceNow Application Developer

Accenture

Apr 2021 - Dec 2021 (9 months)

• • Maintaining and supporting Service Now operational functions in ITBM. • Building reports, dashboards, gauges, and home pages. • Maintaining service level agreement (SLA) and monitoring an SLA workflow. • Maintain data quality within the ITBM Portfolio. • Experience working in agile methodologies, create epics, user stories. • Customized Demand, Project, Resource Management Applications. • Implementing new functionality in any modules as per the business process defined. • Experience working with ACL’s. • Created new Business Rules/Script Includes/Client catalog script/client Script using JavaScript and Angular js. • Involved in various PPM enhancements. • Managed the activation status, profile, and roles assigned to each user in Servi

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Technical Business Analyst

Disney Worldwide Services Inc

Jan 2021 - Mar 2021 (3 months)

• Coordinated with various stake holders and offshore team on day to day issues. • Implemented ITOM modules like Discovery, Service mapping, and Event management. • Monitor health, usage and data within ServiceNow environment • ServiceNow Application UI Configuration, Workflow Configuration, Data Loads using import sets, development of reports & metrics for executive management • Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization • Set up the SLA for the incident, problem, change management processes as per the requirement • Experience developing custom service portal • Working with Application Programming Inte

ServiceNow Admin/Developer/Data Analyst at Blue Shield of California

Blue Shield of California

Aug 2020 - Dec 2020 (5 months)

• Own and maintain the CMDB Process including the CI Life Cycle and its status for various CI Classes • Manage the Health of the CMDB which includes monitoring the Health Dashboards in ServiceNow • Working on creating dashboards to measure the metrics using Performance Analytics and creating automated task for the workgroups to fix the issues if it falls beyond threshold limits. • Working on creating complex reports and database views for CI Classes that don’t have a correlation between them • Working on Discovery using Horizontal approach in discovering the CI and inserting or updating the CI in the target classes of CMDB • Maintaining high data quality within the IT Configuration Management. • Documenting the process and procedure for Sea

ServiceNow Technical Business Analyst/Team Lead

Blackboard

Apr 2019 - Jul 2020 (1 year 4 months)

• Working as a Subject Matter Expert (SME) during the transition phase. • Planned and Worked in upgrade Version from Kingston to Madrid Version. • Worked in writing the Automated test scripts using Automated Test Framework applications. • Involved in configurations and customization of ServiceNow applications like Incidents, AAR/RCA, Change, Major Incident Management, Major Incident Management (MIM), Service Request, Project Management and CMDB. • Maintaining and supporting Service Now operational functions. • Building reports, gauges, and home pages for the customers. • Maintaining service level agreement (SLA) and monitoring an SLA workflow • Create service catalog and workflows related to it. • Implementing new functionality in any modul

ServiceNow Developer

Sony Pictures Entertainment

Jan 2019 - Mar 2019 (3 months)

• Performed configurations and customizations of ServiceNow applications like Service Catalog, Incident, Problem, Change and CMDB. Involved in working and developing of ServiceNow plugins and customizations. Strategically designing, developing and implementing GISC ITSM project (Incident, Problem, Change, Service Catalogs, CMDB modules) for Sony Pictures Entertainment and Sony Electronics by decommissioning the Remedy on Premise (RoP) and Remedy on Demand (RoD) • Working closely with the Business Analysts and Solution Architect by understanding the business requirements, studying the feasibility of the applications based on Clients process and provide technical solutions for the complexity of the problem and guide on the different approach

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ServiceNow Admin/Developer

Ardagh Group

Aug 2018 - Dec 2018 (5 months)

Responsibilities: • Involving in project implementation stage of requirement gathering, solution designing, Implementation and development. • Implementation of Custom Applications, Modules, Tables, and Views as per client's requirement. • Customized form design and layout for various ITIL process for Incident Management, Problem Management, Knowledge Management, Change Management,HR Management Asset Management, and Service Catalog. • Involved in Agile development process based on iterative development, user requirements are analyzed by interacting with system architect, developers, and business users. Build service requests from customer requirements including requests, request items and tasks using workflows to manage data flows from the c

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ServiceNow Developer

WESCO DISTRIBUTION INC

Jan 2018 - Jul 2018 (7 months)

Responsibility to monitor the ITIL Service delivery via process mapping audits and design the procedure. • Providing solution and standardized the ITSM process in bid management to satisfy the customers. • Use & Administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLA's, Reporting etc. • Experience with windows active directory automation using ServiceNow Orchestration. • Experience in integration of ServiceNow with various external Webservices. • Working knowledge of Agile Scrum, Waterfall, Iterative and Spiral methodologies. • Experience in user provisioning using ServiceNow Orchestration in Microsoft Active Directory. • Responsibility to work with Project management to improve the daily base operati

Servicenow Admin/Developer

ABS India Pvt Ltd

Jan 2011 - Jul 2015 (4 years 7 months)

Maintaining and supporting Service Now operational functions. • Building reports, gauges, and home pages. • Maintaining service level agreement (SLA) and monitoring an SLA workflow • Create service catalog and workflows related to it. • Implementing new functionality in any modules • Provide training and support to all Service-Now users • Created new Business Rules/Script Includes/Client catalog script/client Script using JavaScript and AngularJS. • Managed the activation status, profile, and roles assigned to each user in ServiceNow.

Change Management Coordinator

IBM India Private Limited

Oct 2007 - Oct 2008 (1 year 1 month)

• Ensure changes managed to a successful conclusion, minimizing business Impact • As a Change Management coordinator act as a focal point for Service • Managers, delivery support groups (including Application Support - AMS) for all changes relating to O2 requests or IBM requirements. • Ensure effective communication of serious issues, account status to SM, and deliver teams. • Interface with O2 Change Management Team for change related issues, Queries, initial escalations. Monitor and manage change specific notes, IBM Change requests and O2 • Change approval and notifications received in the O2SERV Task ID (e.g. Change Request Forms) • Obtain an understanding of all the services, platforms, tools and practices used within the O2 infrastruct

Jyotsna P

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