Megha

To be part of an esteemed organization that encourages me by its operative learning environment with challenging opportunities to contribute and diversify my knowledge, skills and take the responsibilities which help me to build my career as well as to give the best out of me to the company.

Dynamic IT professional with over 5 years of experience in ServiceNow development and administration, BMC Remedy, integration, and TSO. A motivated team player and leader with a strategic vision, I have successfully implemented ServiceNow and Remedy solutions while enhancing customer support to boost business productivity. Adept at working under pressure, I thrive in challenging environments that foster creativity and innovation.

• Apex Bronze Award, 2020
• Apex Bronze Award, 2021

• TalkTalk, BMC Remedy, 11/19 - 04/22, Remedy Administrator, Managed the implementation and testing of various customizations in upgraded environments, ensuring alignment with business requirements., Prepared comprehensive documentation, including Implementation Assessments (IA), Design, and Test documents for change requests., Conducted System Integration Testing (SIT), User Acceptance Testing (UAT), and training sessions for Incident, Change, and Production applications., Performed sanity testing across Remedy versions 7.6, 9.1, and 19.08 to validate system functionality., Supported the creation of Service Request Definitions (SRDs) and Service Level Agreements (SLAs) for various service catalogs, facilitating changes in the production environment., Loaded foundation data using the Remedy User Tool to maintain system integrity., Executed reseller activities for Remedy 7.6 and performed daily sanity checks for both Remedy 9 and Remedy 7.6 environments., Handled incidents, change tickets, and problem tickets, ensuring timely resolution and support for operational continuity., Developed documents for PIR and operational billing, contributing to project accountability., Participated in auditing calls, providing necessary information for Deloitte audits with no issues reported., Assisted in the migration of Remedy 9 to version 20.02 and from Remedy to Helix ITSM, addressing incidents raised during the transition., Worked extensively on Helix ITSM for incident, change, and problem management applications.
• Valmet, ServiceNow, JavaScript, 05/22 - 06/23, ServiceNow Administrator/Developer, Collaborated with clients to gather functional requirements and ensure alignment with ServiceNow capabilities., Facilitated the rollout of new applications and modules, enhancing system functionality., Configured process flows for Incident Management, incorporating various ticket states., Designed new workflows for service catalog items based on client specifications., Customized Incident, Problem, and Change Management screens using Client Scripts, UI Policies, and Business Rules., Developed and implemented new functionalities using Business Rules, UI Policies, and Access Control Lists (ACLs)., Created UI actions, including buttons and context menus, for both forms and lists., Designed and configured Service Catalog and Request Workflows., Developed various workflows for Incident Management, Change Management, Service Requests, and SLAs., Configured users, groups, and roles, ensuring proper access management., Established ACLs in accordance with client security mechanisms and best practices., Engaged in regular communication with clients for requirements clarification., Managed update set movements between instances and oversaw merging processes., Worked with Service Level Agreements (SLAs) to ensure compliance and performance., Contributed to the access management team by creating user records and assigning roles based on requests., Provided Level 1 support in incident management, resolving issues efficiently., Collaborated with team members to understand requirements and implement solutions successfully., Generated and scheduled monthly reports to monitor incident resolution metrics., Customized tables by adding fields and styling elements to meet customer needs., Utilized import sets to migrate client data into ServiceNow, creating transform maps as necessary., Designed and maintained multiple dashboards and reports to meet business needs.
• Bell IPACT, BMC Remedy Developer, 07/23 - 05/24, Remedy Developer, Designed and developed custom functionalities in the UAT Developer Studio based on project requirements, including adding custom fields and creating workflows for efficient data retrieval., Conducted thorough testing of developed features before deploying to Reporting and Production environments to ensure reliability and performance., Created migration sheets to document updates to workflows, ensuring smooth transitions during deployment., Developed migration scripts utilizing the Remedy Migration Tool to facilitate the deployment of custom code to Reporting and Production environments.
• UK ITSM, ServiceNow Test Engineer, 08/24 - till date, ServiceNow Test Engineer, Comprehensive comparisons of service catalogs in BMC Remedy with those in the ServiceNow environment to ensure fidelity. Acted as BA and prepared the SIT Test Case., Acted as a Business Analyst to prepare Testing (SIT) test cases, ensuring coverage of all critical functionalities., Identified and documented defects during testing, collaborating closely with the development team to ensure timely resolution., Raised defects for the catalogues found while testing with the development team., Performed defect retesting post-fix implementation to verify that all issues were resolved, and catalog items met business requirements.