Prakash Pammi

Participated in daily stand-up meetings and weekly status calls with clients.

• Exposure to deployment activities during migration and tool upgrades.
• Supporting their IT infrastructure through ServiceNow.
• Responsible for handling daily CMDB requests, which require data validation from customers and coordinating with customers to sort out any issues with data.
• Worked on various ServiceNow maintenance and customisation requests as per client requirements and was well-versed in Incident Management, Change Management, Configuration Management Database, and Service Catalog.
• Implemented and customised various client and server-side scripts: Client Script, UI policy, Business rule, workflow, UI actions, Glide Record, Glide Ajax, etc.
• Well-experienced in creating update sets. Capturing changes into an update set and moving those changes to different instances.
  Specialised in data migration using import sets and update sets.
• Deep knowledge of Service catalog: Catalog item creation, designing of catalog workflow, Validating and Restricting Catalog items, etc.
  Creating and modifying Access Controls, UI policy, UI actions, SLAs, User creation, Form and List views, etc.
• Development of catalog items from scratch by using workflow/flow for fulfilling backend process.
• Experienced in securing data from the server side by making Glide Ajax calls and representing it on the client side as per user requirements.
• Implemented various Transform maps as per client requirements.
• Extensive experience in the execution of Background Scripts in ServiceNow.
• Responsible for creating various reports, dashboards, and notifications and scheduling them per client requirements.
• Responsible for creating new custom tables, Users, Groups, and Roles in ServiceNow.
• Well-experienced in exporting data during weekly migrations and ServiceNow Platform upgrades.
• Have a basic understanding of the Service Portal and its widgets.
• Worked on the scoped applications in the HRSD application.
• Responsible for acting as the customer's point of contact for resolving their break-fix issues.
• Acted as a customer advocate, prioritising and managing assigned incidents and escalations in the queue.