Priyanka Sharma
ServiceNow Administrator
Delhi
Summary
Adept at ServiceNow platform configuration and IT service management, I enhanced system efficiency by 30% at HCL Technologies Ltd. My expertise in JavaScript and proactive problem-solving skills have streamlined operations, ensuring robust security and insightful reporting. My collaborative approach has significantly improved service delivery and user satisfaction.
Overview
8
8
years of professional experience
8
8
years of post-secondary education
3
3
Certifications
Work History
Senior Software Engineer
HCL Technologies Ltd.
Noida
01.2024 - Current
- Configure and administer the ServiceNow platform to align with ITIL best practices, including user interface, workflows, plugins, and branding.
- Manage platform upgrades, code migration, and update sets to ensure smooth transitions and system functionality.
- Oversee the administration of users, roles, groups, and manage data within tables, and import sets.
- Collaborate with the Service Management Office to develop, test, deploy, and maintain Service Catalog items and Self-Service Portal configurations.
- Configure and maintain application security, ensuring access control and data integrity across all ServiceNow modules and interfaces.
- Monitor and maintain platform health, troubleshoot system incidents, and escalate issues as necessary to minimize downtime.
- Create reports, dashboards, and alerts, provide on-call support, and recommend process and platform improvements based on key metrics and KPIs.
Software Engineer
Wipro
Noida
11.2022 - 01.2024
- Perform daily system monitoring, ensure platform health, and manage instances to guarantee high availability and optimal performance.
- Create, modify, and manage user accounts, groups, and roles, ensuring proper access control and security across the ServiceNow platform.
- Coordinate and execute ServiceNow platform upgrades, apply patches, and ensure compatibility with business requirements and ITIL best practices.
- Troubleshoot and resolve technical issues reported by end-users, ensuring minimal disruption and efficient incident management in alignment with SLAs.
- Customize ServiceNow applications, forms, workflows, and reports, as well as configure out-of-the-box ITIL processes like Incident, Change, and Problem Management.
- Manage data import sets, ensure accurate data mapping, and perform data loads to maintain up-to-date records within ServiceNow modules.
- Maintain system documentation, user guides, and operational procedures while generating regular reports to track performance, compliance, and improvements.
Engineer
Coforge Ltd.
Greater Noida
12.2021 - 11.2022
- Design and configure workflows, business rules, UI policies, and client scripts to automate processes and improve service delivery.
- Manage data imports and ensure the integrity of data within ServiceNow, including importing and mapping data from external sources into the CMDB and other modules.
- Configure and maintain application security across ServiceNow, ensuring compliance with company policies and industry standards.
- Monitor platform health, identify performance issues, and troubleshoot or escalate system incidents to minimize downtime and ensure smooth operations.
- Create and maintain custom reports and dashboards, providing key performance indicators (KPIs) and insights for IT and business stakeholders.
- Assist in the development, testing, and deployment of items in the Service Catalog and Self-Service Portal to enhance user experience and improve service delivery.
- Collaborate with cross-functional teams, provide user training and support, and assist in the resolution of technical issues. Provide on-call support as needed.
Software Consultant
Sun Life Financial
Gurgaon
09.2019 - 11.2021
- Perform day-to-day administration of the ServiceNow platform.
- Maintain the integrity of the ServiceNow platform across production and non-production instances.
- Perform installation and testing of updates and new releases.
- Assist in troubleshooting patch / release management issues.
- Build reports, gauges, and home pages.
- Maintain Service Level Agreement (SLA) and monitor SLA workflows.
- Create and use update sets to move configurations between systems.
IT Ops Specialist
HCL Technologies Ltd.
Noida
03.2019 - 09.2019
- Oversee and manage high-priority incidents, ensuring swift and effective resolution in accordance with ITIL best practices.
- Facilitate communication between IT teams, business stakeholders, and vendors during major incidents to minimize service disruption.
- Prioritize and escalate incidents based on business impact, ensuring timely resolution within defined SLA targets.
- Lead post-incident reviews (PIR) to identify root causes, document findings, and implement preventive measures for future incidents.
- Track the status of major incidents, ensuring proper documentation, progress updates, and communication with stakeholders throughout the lifecycle.
- Continuously improve incident management procedures and tools to enhance response time, incident tracking, and resolution efficiency.
- Generate and present detailed incident reports, key performance indicators (KPIs), and metrics to management, highlighting trends and areas for improvement.
Associate Consultant
Concentrix
Gurgaon
10.2016 - 02.2019
- Acting as a single point of contact for phone calls, chats, and emails from staff regarding IT Issues and queries.
- Answering and responding to all phone calls in a friendly effective manner (working towards SLA).
- Accurately record and prioritize Incidents and Service Requests against SLAs and resolution targets.
- Own and progress call queues (own queue & teams’ queue) and support tasks, ensuring timely resolution within SLA.
- Participating in end user training sessions to ensure that users can use new technologies effectively.
- Creating, maintaining, and reviewing knowledge articles shared with all IT support teams.
Education
M.Com - Commerce
IGNOU
Delhi, India 06.2018 - 06.2021
B.Com - Commerce
University of Delhi
Delhi, India 09.2013 - 09.2016
XII - Arts
CBSE
Delhi, India 04.2012 - 05.2013
X - Arts
CBSE
Delhi, India 04.2010 - 03.2011
Skills
ServiceNow Platform Configuration
IT Service Management
JavaScript
DB Management
Security & Access Management
Reporting & Dashboards
Certification
Certified System Administrator(CSA)
Timeline
Senior Software Engineer
HCL Technologies Ltd.
01.2024 - Current
Software Engineer
Wipro
11.2022 - 01.2024
Engineer
Coforge Ltd.
12.2021 - 11.2022
Software Consultant
Sun Life Financial
09.2019 - 11.2021
IT Ops Specialist
HCL Technologies Ltd.
03.2019 - 09.2019
M.Com - Commerce
IGNOU
06.2018 - 06.2021
Associate Consultant
Concentrix
10.2016 - 02.2019
B.Com - Commerce
University of Delhi
09.2013 - 09.2016
XII - Arts
CBSE
04.2012 - 05.2013
X - Arts
CBSE
04.2010 - 03.2011
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