GARGI JAIN
JAIPUR
Summary
Result-oriented IT professional with 6 years of experience, including 4.5 years in technical support and 1.5 year specializing in ServiceNow Catalog Management. Proven expertise in designing, building, and maintaining 50+ catalog items and record producers to streamline business requests. Combines a deep understanding of user pain points from years of support with technical proficiency in Flow Designer and Service Portal to deliver high-quality, self-service solutions. Committed to improving platform adoption and operational efficiency.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Associate consultant
Infosys Limited
08.2024 - Current
- Configured and managed ServiceNow Asset and Inventory Management within the Service Catalog application.
- Developed and maintained various catalog items, record producers, and order guides, including category assignment, variables, and fulfillment/approval rules.
- Utilized JavaScript, UI policies, and client scripts to deliver solutions that automate and audit business processes related to service requests.
- Created multiple single row and multi row variable sets applied to over 150+ catalog items to ensure consistent data capturing for downstream fulfillment.
- Developed GlideAjax-compatible Script Includes to dynamically auto-populate user-specific data into catalog forms, enhancing the user experience.
- Implemented "After/Before" Business Rules to automatically close all child Catalog Tasks (SCTASK) when a parent Requested Item (RITM) is canceled or marked as "Closed Incomplete" or to restrict sensitive catalog request visibility to specific user groups or manager.
Technology Analyst
Infosys Limited
07.2023 - 07.2024
- Monitored service level agreements SLAs to ensure compliance and customer satisfaction.
- Collaborated with project teams to align change management activities with overall project timelines and objectives.
- Worked with project teams in implementing and testing systems against requirements for error detection and quality assurance.
- Oversee and monitor closure status for each host and vulnerability using Qualys.
- Participated in additional projects and initiatives when necessary.
- Gathered and defined user requirements for system updates.
Senior system engineer
Infosys Limited
01.2022 - 06.2023
- Coordinated with emergency services to plan routes and strategies for incident management.
- Facilitated change requests through ServiceNow for planned activities and emergency deployments.
- Conducted patching of Linux production and test servers, such as IP360 and WLS.
- Executed Apache and JDK upgrades in production and test environments.
- Utilized tools like ServiceNow, SQL Developer, Putty, and HPSM to streamline operations.
- Implemented production fixes and live deployments according to business requirements on weekends.
- Collaborated with development and functional teams to gather necessary information for issue resolution.
System engineer
Infosys Limited
12.2019 - 12.2021
- Extracted logs from servers and managed crontab tasks.
- Created scripts to monitor application health.
- Addressed support tickets promptly and professionally using client tracking system.
- Handled multiple housekeeping duties for maintaining server, and database health.
Education
12th passed -
Central Academy Senior Secondary School
Alwar, India01.2015
10th passed -
Alwar Public School
Alwar, India01.2013
B.Tech. - Computer engineering
Poornima college of Engineering (RTU)
Jaipur, RajasthanSkills
- ServiceNow Modules: Service Catalog, Request Management, Service Portal, ITSM (Incident, Problem, Change), Knowledge Management
- Configuration & Development: Flow Designer, Workflow Editor, Catalog Client Scripts, UI Policies, Business Rules, Script Includes
- Data & Integration: Import Sets, Transform Maps, Update Sets
- Core Competencies: Troubleshooting expertise, Technical documentation
- Monitoring tools: Appdynamics and Dynatrace
- Platform Maintenance: Instance Health Checks, Log Extraction
- Database: Oracle
- Methodologies: Root Cause Analysis, ITIL methodology knowledge
- Technologies: HTML, CSS, javascript
Certification
Certified ServiceNow System Administrator (CSA)
Languages
English
Hindi
Personal Information
Awards
FTE special recognition, Appreciation from the customer for contribution to FTE area for Q2'22.
Hobbies and Interests
- Riding Bike
- Skating
- Dancing
Projects
Live Project on MS Excel, Auto creating queries. Contain formula to create multiple insert, delete and update queries to perform on DB weekly., Running Macro to reduce the time cycle., Reduced time from 30-45 minutes to 5 minutes.
Disclaimer
I hereby declared that the above-mentioned information is all correct as per my knowledge.
Timeline
Senior Associate consultant
Infosys Limited
08.2024 - Current
Technology Analyst
Infosys Limited
07.2023 - 07.2024
Senior system engineer
Infosys Limited
01.2022 - 06.2023
System engineer
Infosys Limited
12.2019 - 12.2021
B.Tech. - Computer engineering
Poornima college of Engineering (RTU)
12th passed -
Central Academy Senior Secondary School
10th passed -
Alwar Public School