Sharanya P

Client : Multi Tenant
Projects :- EnerCare, SPRIM, Fibronostics, RegAsk, Mativ (Neenah Paper), Sweeping corporation of America, Arizona Medical Board, Sallie Mae Bank

• Implementation, Administration & Maintenance of multi-tenant ServiceNow IT Service Management solution covering Service Request, Incident, Problem, Change, and Knowledge Management.
• Onboarded new customers by gathering their requirement, business issues, and using this knowledge to develop solutions on a multi tenant environment of ServiceNow.
• Integrated ServiceNow with Azure Active Directory (AD) for Auto User creation and SAML 2.0 single sign-on (SSO)
• Automated Service Catalog Task (Create/Update/Closure) for users and assets using ServiceNow Flow Designer
• Configured response and resolution Service Level Agreements (SLAs) in ServiceNow for Incident and Service Request Management
• Created Email Notifications and Mail Scripts to notify the stakeholders of SLA breaches
• Developed Email Automation to create/update Incidents/Catalog Task using Inbound Email Action and Flow Designer.
• Developed and delivered customized Portal Web Pages in ServiceNow using HTML and AngularJS JavaScript frameworks.
• Imported and transformed bulk data using Import Sets & Transform Maps in ServiceNow
• Promoted customizations and configurations from development to test, and to production environment using update sets.
• Configured Customer Satisfaction (CSAT) survey using ServiceNow Survey module and scheduled generated of reports
• Created Dashboards and custom reports using ServiceNow Reporting and Performance Analytics modules
• Configured of Service Catalog, Order Guide, Record Producer, variables, variable sets, and Workflows/ Flow Designer for onboarding new customers.
• Customized Client Scripts, UI Policies, UI Action, Business Rules, Data Policies, Script Includes, Glide Ajax.
• Created Access Control List (ACL) rules for forms, tables, modules, and managed groups/roles according to the requirement.
• Drove continual improvement in systems operations by building tools and automation
• Utilized JavaScript extensively to develop custom scripts in ServiceNow, adding complex functionalities as required.

Client : Cisco

• Worked primarily in the ITSM space of ServiceNow platform and its deliverables.
• Played roles operational lead and individual developer in ServiceNow platform.
• Involved in many feature enhancements and driven its delivery from requirement to production release support.
• Extensively worked on Survey module, Service Request Management, Incident and Problem Management modules.
• Hands-on experience in Client scripts, Business Rules , Script Includes , ACLs , workflows , UI Actions , Events , Notifications , scripted APIs.
• Have worked individually on critical delivery on migration of external tool in Service Request Module from BMC Remedy to ServiceNow platform.
• Involved in incident troubleshooting and problem related RCAs.
• Streamlined process and best practices setup.
• Lead the team on SLA based support executions adhering to the process and improvement.
• Involved in client presentation and been point of contact for offshore L1 issues/escalations.
• Training and mentoring team on technical front and transitions.

Client : Cisco

• Joined the team as L1 Support engineer for Remedy platform.
• Provided Support and Data for L1 and L2.
• Was very soon promoted to Infra lead for support and collaboration between various teams on the physical servers for BMC Remedy platform for Cisco.
• Experience working on Remedy7/Remedy8 AR system implementation of Remedy related customer requirements.
• Experience working on BMC Remedy User, BMC Remedy Admin and BMC Remedy Import tools.
• Basic working knowledge on Business Objects, Toad for Oracle (9.7.2), HP Quality Center, Tectia Tool, Pentaho Data Integration, SQL DB.
• Involved in Remedy 8 migration support and built the code for migration cutover.
• Go-Live and Post-Go live support was provided extensively.
• Infrastructure Platform support was given as well. Involved in code delivery for the issues/new
  requests.
• Part of nextGen initiatives and driven the team as well on the same.