KOKILA S - ServiceNow Administrator
Bengaluru
Summary
Experienced ServiceNow Administrator with 3 years of experience in configuring and managing the ServiceNow platform, proficient in incident management, workflow, reports and dashboards, developing custom applications. Requirement gathering and integrating ServiceNow with third party tools and systems .
Overview
3
3
years of professional experience
1
1
Certificate
Work History
ServiceNow Administrator
Accenture solutions Pvt Ltd
Bengaluru
10.2021 - Current
- Functional knowledge and implementation experience of ITSM,ITOM Frameworks and development projects management skills and experience working directly with customers and clients d clients
- In-depth knowledge of the technical implementation of Incident management, Change management, Problem management, Reporting, Discovery and integration.
- Maintained a high level of customer satisfaction by resolving issues quickly and efficiently.
- Good knowledge about CMDB and Asset Management Services: Buisness, Service offerings and Configuration item relationships.
- Maintain service level agreement and monitor SLA workflow.
- Involved in data integration and Migration activities.
- Reduced average server downtime by 40% through improved monitoring processes and 24/7 maintenance checks.
- Part of nagios monitoring team , where monitored multiple server solutions which are critical to the functionality of our users ability to perform their mission.
- Monitor physical and virtual server performance to achieve a defined service level agreement or SLA's.
- Has excellent knowledge of Linux infrastructure, Nagios Administration setting up monitoring for server performance and availability in nagios.
- Good understanding of alert management and logs for IT systems - servers, storage, network,database etc.,
- Resolved customer service requests by troubleshooting problems reported by users regarding application functionality or performance.
- Performed regular maintenance tasks such as patching, upgrades, creating backups.
- Collaborated with other teams such as DevOps, IT Security and Network Operations to ensure proper functioning of applications running on the ServiceNow platform.
- Conducted tests on new releases of software for compatibility with existing systems.
- Troubleshooting performance and operation issues that arise with Nagios platform.
- Excellent knowledge of agile /scrum and waterfall methodologies software development cycle(SDLC).
- Promote and support the deployment of service management process to all groups interacting with problem, change,and incident management.
- Engaged in SNOW Requirements (Technology services, On-boarding services etc.) for application development design and deployment.
Education
Bachelor of Engineering - Instrumentation Engineering
GSSS Institute of Engineering And Technology
Mysuru 08-2021
Languages
Kannada
First Language
English
Proficient (C2)
C2
Tamil
Proficient (C2)
C2
Timeline
ServiceNow Administrator
Accenture solutions Pvt Ltd
10.2021 - Current
Bachelor of Engineering - Instrumentation Engineering
GSSS Institute of Engineering And Technology
Skills
- Windows,UNIX,Linux
- ServiceNow and BMC Remedy
- CMDB Discovery and service mapping
- Nagios core/XI
- ITSM AND ITIL processes
- Network Administration
- C,C,JAVA script, SQL
Certification
- Certified ServiceNow Administrator (CSA)
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