PRIYANKA B D

SRM Module.

• Understanding SRM workflows: Knowledge of the service request workflows, including request submission, approval processes, task assignments, and fulfillment steps.
• Catalog item Testing: Verifying that service catalog items are correctly configured, including their variables, scripts, and record producers.
• User Interface (UI) Checks: Ensuring that the service catalog and portal interfaces, accessible, and display correct information
• Role Based Access Control (RBAC): Testing that users have appropriate access rights to request items, view request statuses, and that the system enforces permissions accurately
• Performance Testing: Assessing the systems performance, particularly under peak loads, to ensure that it can handle high volume of service requests without degradation.
• Testing: Using ServiceNow's Test Management module to create and run test cases for service request processes.
• Data Validation: Checking the data input through service requests is captured accurately and flows to the correct tables and records.
• Notification Testing : Ensuring that email notifications and alerts are triggered appropriately throughout the service request lifecycle.
• Usability Testing: Evaluating the system's ease of use and the user experience for both end users submitting requests and staff handling and fulfillment.
• Regression Testing: After the update of changes, ensure that existing service request management functionalities continue to operate as expected.

Custom Reports, Dashboard, and Performance Analytics.

• Designed and implemented custom ServiceNow reports to capture specific dates.
• Collaborated with stakeholders to identify reporting requirements, and delivered solutions that enhanced data-driven decision-making.
• Developed custom ServiceNow dashboards to provide stakeholders with real-time visibility into operation metrics.
• Configured interactive dashboard elements to streamline access to critical performance data for various user roles.
• Implemented ServiceNow performance analytics to track key service delivery metrics and identify improvement opportunities.
• Crafted data-driven performance analytics widgets and scorecards to enhance strategic decision-making.
• Analyzed historical data trends using ServiceNow Performance Analytics to forecast future performance and set actionable goals.

Customer Service Portal.

• Validate the functionality and user experience of custom ServiceNow portal widgets and pages.
• Utilized Azure Boards for agile project management, tracking user stories from backlog through to completion, and meticulously logging bugs for resolution.
• Rigorously tested service offering within the ServiceNow portal to ensure accurate functionality and adherence to specified requirements.